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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Recently paid my bill and recently came off of the company's covet 19 unlimited data. As soon as Bill was paid never received the speeds that were included in with the plan. When called the company to resolve issue I was informed that I had used all my data within the last two days. The last two days I have been at home and have been connected to Wi-Fi. As well as having data usage limited on the phone. I never received my high speed data that I had paid for and the company offered no resolution other than to pay for more high-speed data.
I've never had this issue before the company changed their plan to unlimited data to fight covered 19. Have always paid for the same plan because I don't use that amount of data because I'm usually always at home and connected to my Wi-Fi. I have never had this issue before.
Product_Or_Service: Other /Pixel/?
Account_Number:
July 17, 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 6, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. has regarding data allotments. From March 13, 2020, through June 13, 2020, as a part of our response to the COVID-19 Public Health crisis, Metro by T-Mobile offered our customers Unlimited 4G LTE data at no additional cost for a limited time. Metro by T-Mobile records confirm Mr. took advantage of this offer and upon the end of the offer his data reverted back to a 2GB highspeed data allotment.
Records further confirm Mr. cycle is from the 3rd of one month to the 2nd of the following month. As of July 8, 2020, Mr. utilized his data allotment prior to his services refill date which caused his data speed to be reduced until the cycle begins again on August 2, 2020. Please note when a device is connected to Wi-Fi and the connection preferences are not set to Wi-Fi only, any variance in the quality of the Wi-Fi signal may result in cellular data being used. In order to ensure the Mr. is only using his Wi-Fi signal when connected to a Wi-Fi source, Metro by T-Mobile recommends that he visit his devices network connection settings and select Wi-Fi only.
Upon speaking to Mr. on July 8, 2020, Metro by T-Mobile offered to explore rate plans that would fit his needs for data usage. Regrettably, Mr. declined this offer. As a courtesy, Metro by T-Mobile added 2 additional gigabytes of data free of charge. 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 425-689-3462.
Very truly yours,
METRO BY T-MOBILE
Thomas M Executive Response
I purchase a cell phone for MetroPCS February 2020 and the cell phone work fine at first however it got to a point where it's stopped charging so I kept it and took it back to MetroPCS and they notice that they wouldn't charge anymore yet they told us that they couldn't do anything when it was it was covered under warranty it wasn't my fault that the phone just stopped charging so then why isn't going to help anyway however we kept bugging them my husband and I and eventually what happened they ordered a phone and said bring it back after 7 days once the phone reach them there have a new phone to exchange it so they called us and told us the new phone was there when we got there my wife have been told to plug the phone backup and try to charge it again however what happened was the inside was defective so it burnt the port we took it back to them they wouldn't exchange the phone for their own defective equipment everyday we tried to talk to LG electronics metro PCS and warranty people and they would not help us was not open for any agreement and we just got this phone we haven't had the phone but for 4 months it's really frustrating eventually LG takes the phone back and states that they will replace it the phone we sent it back to him they said it was covered under warranty been for some odd reason they change that decision to well no it's not covered under warranty so now we posed to pay to have the phone fixed or replaced is so frustrating to have to go through something like that I mean the stress on my husband's heart and in my heart is mind-boggling because metro PCS used to be considerate of long-term customers we've been with them since they started never had a problem if we did have a problem it's because they made a mistake on a bill of my own door or something happened with the phone service is down and they took care of us now for some odd reason we're thinking because of the pandemic of the covid-19 is the reason why these people are inconsiderate because they lost a ton of money.
Product_Or_Service: LG //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: ***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. Metro by T-Mobile appreciates
the opportunity to respond to Ms. concern.Metro by T-Mobile
regrets any concern Ms. has experienced regarding her handset. Metro by T-Mobile records confirm that on
February 1, 2020, Ms. purchased and activated her LG Stylo 5. 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. Metro by T-Mobile records confirm that on June 15, 2020,
Ms. first reported her LG Stylo 5 was not taking or holding a
charge. She was referred to a local
Metro by T-Mobile or Metro retail by T-Mobile Authorized Retailer location for
review of her device. A warranty exchange
was ordered however, on June 23, 2020, the replacement was denied due to the
damage to the charging port, which voided the one-year Limited Warranty
provided by the manufacturer. Regrettably, as Ms. is not subscribed
to any additional handset protection service, Ms. will need to purchase
a new device or use a third-party device to continue using her subscribed
services.During our verbal conversation with Ms. on July
8, 2020, Ms. acknowledged that her device is no longer within warranty
and as of July 3, 2020, she is using a third-party device that was lent to her
by a family member.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
$50.00 to Ms. account to reimburse her via a service credit for the
cost of a new device when she is ready to upgrade leaving her account
reflecting a credit balance of $6.20. Ms. has been made aware that her mobile line ending *** is
eligible for an upgrade discount and has been referred to a local Metro by
T-Mobile retail location for handset pricing. Metro by T-Mobile regrets any inconvenience to Ms. Swanson. 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
When I paid my monthly cycle on June 11,2020 I was informed that for the entire month of June I would receive unlimited internet service for free. However, on July 1st my unlimited internet was over. Nevertheless, it's apparent that during my cycle from June 11th to July 1st Metro actually had deducted my internet services while I was receiving unlimited. Because there's no way that I could have used my entire 2GB within 2 days from July 1st to July 2nd.Not only this but I have continued to receive drop calls my internet connection was unable to use several times. I tried to call their customers service from dialing 611 from my phone yet again I wasn't allowed to actually speak to customer service rather was automatically directed to mymetro app being forced to communicate through their chat system. The individual was very unprofessional and disrespectful concerning my issues not receiving internet connection and didn't believe me..Especially after I had explained that I had previously done what their customer service representative suggested that I do...I have been constantly doing those suggested troubleshooting solutions from my experience of continuous poor internet connection. This company is repetitious of providing negative customer service relations Especially internet access. They also refused providing me with my account number so that I can switch to Verizon to actually receiving better customer service and internet connection. A lot of times not being able to being connected to wifi so I wouldn't be deducted mobile internet with Metro. Then being forced to having MetroPCS apps on my phone naturally another way of deducting from my monthly GB very unprofessional tactical move on Metro Especially mymetro to contact customers service instead of by phone conversation.
Product_Or_Service: Samsung //30.
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: ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 6, 2020, regarding the above-referenced account. Metro by T-Mobile regrets Mr. had any concerns with his services. Metro by T-Mobile records do confirm starting on July 1, 2020 through the current cycle end date of July 11, 2020 Mr. will have used over the 2GB of data that is included with his rate plan. Regretfully, Metro by T-Mobile does not keep records of our customers data usage and we are unable to tell what Mr.s data is being used on. Additionally, Metro by T-Mobile is always working to improve its coverage, and we regret any service issues Mr. may have experienced. Metro by T-Mobile has verified the address on Mr.’s correspondence to your office and based on the coverage map, confirms his address is in an excellent coverage area with no known issues. Furthermore, Mr. can contact Metro by T-Mobile if he is still needing his account number by contacting customer care at 1 (888) 863-8768. 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 Mr.’s recent contact with our customer care department. 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 SExecutive Response
I have been without service at my home address and mostly everywhere I go. Was told my service would get better over a year ago, nothing has changed it actuallly got worse. I've been missing very important calls from doctor and family.
Product_Or_Service: Apple /7/Unlimited
Account_Number:
July 16, 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 6, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any service concerns Mr. has experienced regarding the account and we appreciate the opportunity to address his concerns. 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 Mr.’s primary place of usage address and based on the coverage map, confirms the address is in a low 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 Mr.’s concerns, Metro by T-Mobile has determined he is experiencing the expected coverage. Please note, customers are under no contractual obligation, and are free to switch carriers at any time.Please note Metro by T-Mobile reviewed Mr.’s mobile number ending in *** from June 8, 2020, through present, and Metro by T-Mobile confirmed Mr. has received many incoming calls, made several outgoing calls and also benefitted from text message and data activity. As such, Metro by T-Mobile respectfully declines Mr.’s request for a refund from the date of activation. The account currently reflects an amount of $60.00 due no later than August 5, 2020. Should Mr. have any questions regarding the account, or the information provided, he may contact our office at the number listed below, or our Customer Care of which contact information can be found below as well. 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-MOBILECarlos TExecutive Response
On June 24th I went in to purchase a cell phone. Long story short the total was $144.75. The lady charges my card $5000.00. Then when I said something. She assured me she did not do that. After checking her transactions realized she did. She had chsrged my card the 144.75 for the cell phone which at this point I deceided not to get so she credit my card back the amount. But there became an issue with returning the 5k back to my card. Her boss in turn calles the police I guess because the ammount? In not sure, but there was no reason she couldn't have returned the money to my card. Her boss even said at one point that I would have to go to court to get my money back. Now why the heck is that. I didnt do anything wrong and to treat me like this was absurd. When the police arrived he just said it was a civil matter and gave me an incident number. I have talked to metro pcs a number of times and have been told 3 days to credit the money back t I my account....its been a week today and I just want my money back. I left there with no cell phone and spent 5k. They had actes like I had done something wrong...just because I used a prepaid card. She wanted a picture of the front and back of my card which I thought was odd and refused. She did try and refund the card but her boss wanted to stop the refund so a week into waiting im pretty livid and just want my money back. There was no reason whatsoever my card should hsve been charged this outrageous ammount.
Product_Or_Service: LG /Stylo6/60 per month
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 6, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. has regarding retail purchases and refunds. Please be advised. Please be advised that the retail location Ms. visited is managed by a third-party and has their own refund policies and procedures. Metro by T-Mobile worked with the third party Authorized Dealer and was able to determine that on June 24, 2020, the refund for Ms.’s transaction was processed, which was the same day as the errant charge. Upon speaking with Ms. on July 10, 2020, Metro by T-Mobile advised that we will work with the retail location to provide documentation. On July 17, 2020, Metro by T-Mobile provided Ms. with a screenshot of the refund transaction details. Should Ms. wish to continue the dispute of the refund, Metro by T-Mobile recommends that she work directly with her financial institution. 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-MOBILEThomas MExecutive Response
I'd purchased 15 phones at the White Center and Burien locations. I had various types of brands. I would get my phones stolen and need to pay to replace the phones and they wouldn't credit the time that I didn't get to use for each and every month. I had 2 lines a few times. I'd like my credit back in money for the inconvenience and abuse of sales and insurance was paid on some of my purchases. I'd like all accounts pulled under my drivers license that were setup. I only purchased these at 2 locations. White Center Washington and Burien on 152nd Street. I've been informed that the Burien location is no longer there. I know that there is a record off my purchases by my drivers license number because they took it down every time as they setup monthl to month plans every time and I never got a whole months worth of use.
My drivers license number was:
***dm240d4
***
Under the address at the time of:
10551 14th Ave S.
Seattle, WA 98168
I had so many numbers that I don't remember all of the numbers and I never had them for long.
Product_Or_Service: LG /k20 /Contract and month to month
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 c***pondence dated July 6, 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 regarding her service experience and appreciates the opportunity to respond to her concern. Please be advised with the information provided by Ms. in her c***pondence to your office, Metro by T-Mobile was only able to locate the above referenced account ending in ***. Records reflect the account was active from June 8, 2018, through August 8, 2018, and had a total of three mobile numbers active during the life of the account. Please be advised that at the time of Ms.’s activation on June 8, 2018, she agreed to Metro by T-Mobile’s Terms and Conditions which state: 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.” Regrettably, given the times Ms. describes in her letter to your office that she was without service, were of no error of Metro by T-Mobile. As such, Metro by T-Mobile respectfully declines Ms.’s request for reimbursement for unused service. 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
This company has awful Customer service. I've been with them since 2014! They did nothing to resolve my problem. I am still laid off from my job. They can't seem to figure out how to extend it for 1-2 days! Something happened out of my control where I was overcharged for a purchase and now I need an extension and they are heartless. I have 4 children. We need working phones! Do not go with this company. They treat new customers better than their loyal ones who have been giving them business for years!
Product_Or_Service: Motorola //Family plan
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: 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 6, 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 billing concerns Ms. has regarding the
account and we appreciate the opportunity to address her concerns. On December 29, 2014, Ms.
activated the account and currently has five voice lines of service with the
mobile numbers ending in ***, ***, ***, ***, and ***. The mobile numbers ending in ***, and ***,
are subscribed to the TTD2GB30 rate plan at a cost of $30.00 per month
per line of service; the mobile numbers ending in ***, and ***, are subscribed
to the ONLY2G rate plan at a cost of $15.00 per month per line of
service; and, the mobile number ending in *** is subscribed to the UPFRLN rate plan at a cost of $15.00 per month and receives a $15.00 per month
discount as the account was activated during the Upgrade Free Line of Service
promotion. Therefore, Ms.
monthly recurring charges are $90.00. Please note payment for services are paid in advance, and Ms.
***'s cycle date runs from the 3rd of one month to the 2nd of the following
month and is due on the 2nd.On
June 3, 2020, the account was assessed the $90.00 monthly access charges which
was due on July 2, 2020, and was for services from July 3, 2020, through August
2, 2020. On July 3, 2020, as payment was
not received, Metro by T-Mobile suspended the all the account services due to
non-payment. On this same date, Ms.
*** contacted Metro by T-Mobile to request an "extension"
which was granted as a courtesy, can only be for a maximum of three days, and
only once per month pursuant to Metro by T-Mobile policy. An “Extension” restores the customer’s
service and allows customers up to 72-hours to remit their payment to avoid
service interruption.As
such, on July 6, 2020, when Ms. contacted Customer Care to request a
second "Extension", the request was respectfully declined as she was
not eligible for another extension. Nevertheless, as a one-time courtesy, Metro by T-Mobile provided Ms.
*** with a second "Extension" within the month allowing her to
remit a payment to pay the balance in full.With
regard to Ms.’s request to reset her anniversary date, also known as
a cycle date, Metro by T-Mobile allows customers to choose their own bill cycle
to any day they choose. However, the
account must be active and current to be eligible. As Ms.’s account was suspended and
past due, the account was not eligible for a “Reset Anniversary Date” request.Should
Ms. have any questions regarding the account, or the information
provided, she may contact our office at the number listed below regarding this
matter. The account currently has a
balance of $90.00 due by August 2, 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-MOBILECarlos 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.
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 been trying for almost 2 months to get help from metro in regards to my service plan, but to no avail. I am suppose to have amazon prime and google one as part of my service package but I have not had it for the past 2 billing cycles. This is because Metro cancelled both and denied doing so until a supervisor did some investigating. My bill is due on the 13th of the month, however, I couldn't pay until 1am, by this time it was technically the 14th and they cancelled my prime as of the 15th according to amazon. I called metro and they said they had not, I even did a conference call with metro and amazon but it got disconnected and the metro rep never called me back so as to resolve my issues. I reached out again, by this time I received an email from google one telling me they are sorry left. I requested to speak with a supervisor at metro and explained what was going on and she was able to confirm the cancellation on the part of metro and stated that she has never seen anything like that in all her years with company and questioned why my services got cancelled the day after my payment was received??? She urged me to go into the store and get help with getting these services reactivated because I had already tried doing it my self online but was unsuccessful. I went to the store and they were unable/unwilling to help me. They were trying to refer me to the corporate store, which is 20-25minutes away. I can not and will not travel all that way. I called metro back to file a complaint and express my concerns about this matter and requested a call back from corporate, however nothing has happened and I am expected to pay another bill and don't have the services I am suppose to be paying for.
To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 6, 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 rate plan concerns Ms. has regarding the account and we appreciate the opportunity to address her concerns. On August 14, 2020, Ms. activated the account and currently has two voice lines of service with the mobile numbers ending in ***, and ***. Ms. is subscribed to the *** rate plan at a cost of $60.00 per month which includes unlimited minutes, unlimited messages, unlimited data at up to 5G speeds depending on device capability, Amazon Prime, and a Google One account. A second line of service could be added at a cost of $20.00 per month.On September 5, 2019, Metro by T-Mobile records indicate Ms. registered with Amazon so she could take advantage of the Amazon Prime membership included with her rate plan. However, our records do not reflect Ms. has registered for the Google One membership.Please note services are paid in advance and Ms.’s cycle date runs from the 14th of one month to the 13th of the following month and is due on the 13th after the cycle date closes.On April 14, 2020, Ms.’s account was assessed the monthly access charges in the amount of $80.00 which was due on May 13, 2020, and was for services from May 14, 2020, through June 13, 2020. Pursuant to Metro by T-Mobile policy, customers may be suspended at any time when payment in full is not received by the payment due date. Please be advised Metro by T-Mobile provided Ms. with text messages providing the payment due date before her account was suspended.On May 14, 2020, as payment in full was not received, Metro by T-Mobile suspended all the account services; Ms. remitted payment later that day in the amount of $80.00 which restored services and resulted in a zero balance. Unfortunately, upon restoring services and according to Ms., the Prime Membership was not functioning properly. Metro by T-Mobile regrets any inconvenience this might have caused Ms..Nevertheless, upon speaking with Ms. on several occasions and troubleshooting her concern, on July 15, 2020, Ms. confirmed her Amazon Prime membership was now active. Additionally, Ms. registered for the Google One membership. As a courtesy and means to amicably resolve Ms.’s concerns, Metro by T-Mobile offered a one-time courtesy account credit in the amount of $24.00 which Ms. accepted. This credit resulted in a balance of $56.00 due by August 13, 2020.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-MOBILECarlos 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 recently went to metropcs in Titusville Florida for a new cellphone.I tried to split the cost of my total bill on two cards with my bank card,my husband's,I gave them my card they charged my card $150 then once my husband tried to put his card through they said that the transaction was denied because you cannot split the amount of the phone on two different credit cards,so then they had to speak to their manager whoever this invisible person is, they said that they would void the transaction and in the next couple of days my card would get refunded after that they charged my card $295.19 they refused to give me the first receipt of the $150 transaction that was processed on my credit card,they kept it for themselves.They gave me the receipt to the $295.19 charge. When Tuesday came around I had no refund on my card,I had called the store greeted with disrespectful young immature combative unprofessionalism from Taylor basically telling me that it was already voided and that basically I can go *** myself and that she does not have to show me proof saying that it was voided and refunded back to my card.I called corporate office filled a complaint with them,they filed a complaint with that store.Now a full-on investigation is going on.They charged my credit card $447 for a $200 phone and now my$150 is just floating around in someone's hand and not been refunded.I had asked this immature young girl who's the cashier Taylor to let me speak to her supervisor or the person in charge,she had told me that they never let service talk to them, they never come to that store. It's now going on Thursday almost a full week,my money has yet to be refunded back to me, they denied to give me the receipt of the first $150 charge to my creditcard, when I asked them y they said they need it for their records which is absurd because the customer always should get their receipt whenever there's been a charge or credit or purchase to their credit cards, they refused to give it to me.
Product_Or_Service: Samsung //
Account_Number:
July 15, 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 2, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any concerns Ms. has regarding refunds. Please be advised that the retail location
Ms. visited is managed by a third-party who has their own refund
policies and procedures. However, upon contacting Ms. on July 7, 2020,
she advised that she has received her refund and considers this matter
resolved. We regret any inconvenience to
Ms..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. recent visit to the Metro by T-Mobile retail
location. 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
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
Friday July 3rd I have purchased a Galaxy a21 with a tempered glass also a clip for my phone total came up to $273.53 at a MetroPCS store. After the purchase was made the guy that sold me the phone told me that they do not have receipts they are not doing paper receipts. Saturday night I took my phone out of my phone clip and it broke the spring latch when I took it back to them Monday July 6th they say that there is no refund it is written on the receipt which I told the police that they never gave me a receipt and they told me that it was a no return policy I told them that I would like a better case or a full refund they told me that they could not do that I told them well give me credit on my next phone bill they told me they cannot do that call MetroPCS company I called them and they told me it was the store was at fault I am highly upset because a receipt was not given to me and this clip that I had purchased Now does not work it was cheaply made and didn't last past 24 hours which I had a problem with the clips in the past years ago I've been with this company for years I plan on Switching after this poor customer service I would like a full refund or credit on my next phone bill that's all
July 15, 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 6, 2020, regarding the
above-referenced account. Metro by T-Mobile
appreciates the opportunity to respond to Mr.’ concern.Metro
by T-Mobile regrets any concern Mr. has experienced with his new
Samsung Galaxy A21 accessory. Metro by
T-Mobile records confirm that on July 3, 2020, Mr. upgraded his device
at a local Metro by T-Mobile Authorized Retailer and purchased additional
accessories to protect his new device. Regrettably,
neither Metro by T-Mobile or Metro by T-Mobile Authorized Retailers offer a
refund or exchange for damaged accessories but are instead referred to the
accessory’s manufacture for further support. However, in an effort to amicably resolve this matter, on July 7, 2020,
Metro by T-Mobile issued a credit in the amount of $29.99 to Mr.’
account leaving his account reflecting a balance of $20.01 by July 24, 2020.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 at our Metro by T-Mobile Authorized
Retailer location.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
I have had 2 lines for $90 with amazon prime included for a long time. Come to find out I log into my amazon prime and see that I am suddenly paying for my own amazon prime when I have the emails stating that I've registered the amazon prime through metro pcs courtesy of metro. So, I called metro the supervisor mark located in Panama City stated he cannot issue me a credit because it shows the prime is not registered ( reason I'm calling obviously) and stated to visit corporate store so they can see email and put it in the system he then disconnected the call on me, The next day I went to store 20 min away from my house they seen email they put in the notes in the system so I called back spoke with Candy *** located in South Africa. She told me she cannot issue a credit due to the fact it shows unregistered. I told her what was the point of the last supervisor telling me to do this then in order to get the credit. After spending 2 hours on the phone the previous night I told her I'm getting my lawyer on this to take it to small claims court since they want to play games with my hard earned money during this coronavirus crisis. I have all the proof I need can't wait :))
Product_Or_Service: Apple /iPhone as /2 lines unlimited with amazon prime
Account_Number:
July 14, 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 5, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. has regarding our Amazon Prime on Us! promotional feature in which customers on our $60.00 rate plan can receive Amazon Prime benefits for free with their Metro by T-Mobile service. In order to receive this benefit, customers must follow a systematically generated text message to link a new Amazon Prime account with their Metro by T-Mobile account. When a successful link is made a memo is reflected on the Metro by T-Mobile account and a designation is shown on the line registered for Amazon Prime.
Metro by T-Mobile records confirm Mr. has not successfully completed this process. Upon speaking to Mr. on July 6, 2020, he declined assistance in properly setting up the feature on his account. While we regret any inconvenience to Mr., Metro by T-Mobile respectfully declines his request for compensation as this is a free feature when set up properly. Should Mr. need assist completing the process he may contact our office or our Customer Care at the number listed below.
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) 689-3462.
Very truly yours,
METRO BY T-MOBILE
Thomas M Executive Response
7/1/2020 Approximately beginning at 1 a.m. I noticed I had no cell service. My data icon on phone was unaccessible. I was unable to do anything on my phone, no calls, internet searches, check emails, nothing was accessible. I tried troubleshooting by turning phone on and off at least 10 times this morning as I have done before when this has happened but it didn't work this time. At approximately 7:13 a.m. I called METRO PCS customer service when I arrived at work because I do not have a home phone. The customer service agent was unable to assist me because he could not validate my account by sending me a text message to my phone because it was not working. I asked if he could send me an email instead and he said no. He told me I would have to take my phone to a METRO PCS store to see if the issue could be fixed. I told him I've never had a SIM card. He told me it was and issue with SIM card, that the phone needed one or the reader malfunctioned. I told him this issue happened before but not for as long as it happened this time and an agent was able to resolve it over the phone. I told him I had this phone for approximately one year, I purchased new in METRO PCS store. This issue began a few months ago. Once our phone call ended I restarted my phone and it began working again. That's what I have to do on a daily basis when my data stops working. I was without service for approximately seven hours on this day so far. If I calculated how many minutes and hours on a monthly basis I do not receive but have to pay for, I think it is an unfair practice.
During this uncertain and unsafe time I do not appreciate that I do not have a reliable service, especially when I pay my bill every month on time. There should be an alternate method besides using an alternate phone to have a validation code sent to customers.
Product_Or_Service: LG /STYLO 5/
Account_Number:
Tell us why here...July 15, 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 has made attempts to reach Ms., which have proven unsuccessful. As such, Metro by T-Mobile will make every effort to address her concern within this letter.Metro by T-Mobile regrets any concerns Ms. experienced regarding her services. Metro by T-Mobile’s Terms and Conditions, which are available for review at https://www.metrobyt-mobile.com/terms-conditions-service, indicated 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.Should Ms. need to exchange her cell phone and it is covered under our warranty policy, Metro by T-Mobile requests 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, replacement will be of like kind and quality. Color, features and accessory compatibility are not guaranteed. Upon review, records indicate that on July 2, 2020, Ms. updated her SIM card on her account and no further reports have been made since then to express concerns regarding her services. Should Ms. wish to discuss her experiences, she may contact me directly at the number listed below. 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
I pay 183 dollars for unlimited call, text and internet with 15 gigs up tethering. My phone does not work correctly I don't get half the phone calls that I'm supposed to I don't get text messages people will call my phone it'll ring and ring and ring but won't go through to voicemail this has been an ongoing problem since I've gotten this service was first told that it was because I ported my number in then was told that there was no connectivity issues even though I had dates and times of those issues. I feel that I'm paying for a service that only works one third of the time I would like something done about it Metro PCS keeps creating tickets but does not resolve the matter said there's nothing wrong with my life as of today 6\30 at around 6:30 p.m. Pacific Standard Time my SIM card went out I am not able to make phone calls in or out and I do not have 4G LTE service like I'm supposed to and I have been on the phone for the last 45 minutes with no issues resolved waiting to speak to a supervisor. As of 7:27 p.m. I was hung up on again for a first-time awaiting to speak to a supervisor I will be calling Metro again because I cannot use my phone and it is my lifeline to my doctor's counselors my daughter's psychiatrist in doctors and my bill is paid
Product_Or_Service: Motorola /G7 power/*** 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 1, 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. 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 she is experiencing the expected
coverage.Please
note Metro by T-Mobile reviewed Ms.’s mobile numbers ending in
***, and ***; and, from June 30, 2020, through present, Metro by T-Mobile
confirmed Ms. has received many incoming calls, made several
outgoing calls and also benefited from text message and data activity. Nevertheless,
on July 15, 2020, as a courtesy and means to amicably resolve Ms.
***’s concerns, Metro by T-Mobile offered a one-time courtesy
account credit in the amount of $10.00 of which Ms. accepted
and resulted in a balance of $172.00 due by August 1, 2020. Should Ms. have any
questions regarding this matter, or the information provided, Ms.
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 425-689-3494.Very truly yours,METRO BY T-MOBILECarlos TExecutive Response
on june 30th I went into metro pcs at 807 bowman street in lebanon pa I told the sales girl that my bill was due the plan I had was four lines for 25 a month unlimited and that id like to remove my 18 yr old son so he can get placed on his own plan and then id like to add my other two children to my account making it 5 lines at 25 a month coming to 125 a month , she said lets pay the bill I said ok no problem I asked will this all even out then since I making changes she said yes ok I have a printed copy from costumer service that I made the 100 payment via text message and a bank statement to reflect this there was also a service fee of 3 dolllars making total cost 103 , from this point we removed my son and moved him to his plan 30 a month paid cash for him . then I told her I wanted to add my other two children the cell phones were free no extras were included this was simply services I paid 144.14 I have a reciept and bank statement to reflect this the sales girls name is rosive, I asked her I just paid 100 and now 114 I think this might be over paid she said she didnt know how to explain the break down of the sale to me and her co worker told her she had to call customer service to change my plan around to get it to the 125 a month because they put it in wrong she put it in as a 60 dollar a month plan they did get plan to 125 but no one could explain where the money I paid went confused I left store returned to work looking over sales slip I called metro 611 to address my concerns I spoke to three people from 611 who said yes you over paid and I had to go to the store I called the store they said no they could not fix it and sent me back to 611 after I got off of work I returned to the store n had customer service she said from ds or dc to fix bill the lady on the phone stated she would credit 30 dollars to my plan when I called to day to cutomer service the girl said they only returned 30 activation fee which I was owed but not the service I over paid .
Product_Or_Service: Other /3v /unlimited
Account_Number:
July 17, 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 5, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets to hear of Ms.’s recent concerns when making changes to her account. Metro by T-Mobile records indicate Ms. has been with us since June 30, 2018, with four lines for $100.00 rate plan with unlimited talk and text and data for all lines. On June 30, 2020, the line ending in 4328 was removed from the account.
Ms.’s due date is on the 29th of each month; therefore, Ms. remitted her monthly payment of $103.00 during her visit on June 30, 2020, which included her $100.00 monthly rate plan charge and a $3.00 payment fee. During this visit Ms. also activated two additional lines of service and purchased two new devices. At this time, payment was remitted in the amount of $144.14 and included the following:
• Purchase of two devices charged at $189.99, and included a $150.00 discount updating the cost of each device to $39.99;
• An add a line fee of $29.36, charged once; and
• Device activation fees charged at $15.00 for each device for a total of $30.00 plus applicable taxes.
The total amount charged was $139.34 plus taxes totaling $144.14 and was reflected on receipt number ***. A breakdown of Ms.’s receipt reflects that she was accurately charged.
It should be advised as Ms. now has five lines of service on her account, she will be charged $25.00 per line and her expected monthly charge will be $125.00 per month. When Ms. contacted Customer Care, she was given a credit for the device activation fee of $30.00; however, she was advised she would need to return to the store for any further adjustments or disputes. After the credit of $30.00 was applied this updated the balance to $95.00 and was due on July 29, 2020.
Upon review of the account, Ms. was charged accurately for services and fees. Ms. is on the correct rate plan which is the five lines for $125.00 unlimited talk, text and data. To amicable resolve this matter, a credit of $29.36 was applied for the add a line fee. Ms.’s balance was updated to $65.64 and is due by July 29, 2020. Metro by T-Mobile appreciates 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-MOBILE
Dolly A
Executive Response
Complaint: ***
I am rejecting this response because:
Sincerely
I purchased the phone 06/04/2020. I have had to return 3 times because the calls keeps going in and out. They have ordered 3 replacement phones and it's still doing they credit my account 15.00 but they tell me I will have to purchase a brand new for the price. This is not my fault it's the phone they will not allow to swipe phones I have to purchase a new one.
Product_Or_Service: Motorola /Moto g stylus/60.00 unlimited
Account_Number:
To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 30, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. has regarding her handset. If Ms. needs to exchange her cell phone and it is covered under our warranty policy, please 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. Upon speaking with Ms., Metro by T-Mobile advised that we are unable to provide an alternate device for a warranty exchange, however, we would be more than happy to discuss upgrade options with her in order to find a device that will fit her usage and budget. Please note that Ms. is able to find retail locations near her at www.MetrobyT-Mobile.com/storelocator. 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-MOBILEThomas MExecutive Response
Been having a continuous problem with the phone going out during a call. They will not let me swipe phone. They ordered 4 warrant replacement phones same problem all I want is swipe without a cost to me a equal value for what I paid for the phone. They said no. Product_Or_Service: Motorola /Moto g stylus/60.00 Account_Number: ***
DesiredSettlementID: Other (Requires Explaination) A different phone.
I purchased a phone from the metro pcs website and when I tried to activate by calling 611 I was given a recorded message that said I must go to a metro store because there is a problem with my phone. I went to the corporate store and they tried to resolve the issue but came to the conclusion that the phone is still in metro's system(has not been sold) so they cannot do anything. They told me I need to contact customer service. I have not been able to contact customer service as I do not have a working phone. When I try to speak with some one using the automated 611 I am told I can not talk to anyone because they will not be able to help with my issue. The is not the first time I have had issue with metro pcs since tmobile bought them.
July 8, 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 1, 2020, regarding the above-referenced account. Metro by T-Mobile regrets Mr. had any concerns with his new handset, and we appreciate the opportunity to respond. Metro by T-Mobile records confirm on June 28, 2020, Mr. processed an order for a LG K51 handset. Please note, to update a handset on a customer’s account, Metro by T-Mobile must process a Device Change which updates the device’s information so the customer can use the service on that specific handset. Additionally, the customer is charged $15.00 plus taxes for a Device Change fee. Upon receiving Mr.’ correspondence to your office, on July 2, 2020, we contacted Mr. via email and updated his IMEI number which updated the device connected to his line of service. Additionally, to amicably resolve this concern, Metro by T-Mobile applied a credit in the amount of $16.39 to cover the Device Change fee as a courtesy. Please note, Mr. confirmed his handset and services were working properly. 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-MOBILEAshley S
Executive Response
I was using a phone that was defective. I got a replacement in the mail. That phone had the same issue as the first (screen fading and display would not stay on more than 5 seconds,no matter what the timeout was 2min 5 ect).I requested another. When I sent the first replacement back I forgot to send the sim card. I called and informed them of the mistake and returned the sim card in the prepaid envelope. When I attempt to activate the phone over the phone they attempt to send me a message on the phone thT
At isnt activated. The metro pcs store can't fix the problem. They claim they can't get into the account but my service is on auto pay and they will keep. Charging me.
Product_Or_Service: LG //
Account_Number:
Tell us why here...July 13, 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 5, 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 her 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 April 1, 2019, 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 capability. Ms. has the Name ID block feature at a cost of $2.00 per month, and the Premium Handset Protection feature at a cost of $6.00 per month. The monthly recurring charges are $58.00.On May 28, 2020, Ms. completed a warranty exchange for her LG Aristo 3 handset with IMEI *** and received the replacement handset with IMEI ***. Metro by T-Mobile does not indicate another device exchange on the account. Should Ms. have any questions regarding Metro by T-Mobile’s warranty exchange policy, she may visit www.metrobyt-mobile.com/terms-conditions-service. Please note Ms. received many incoming calls, made several outgoing calls, and also benefitted from text message and data activity from the date of the warranty exchange. Metro by T-Mobile would like the opportunity to work with Ms. regarding a resolution and as such, request Ms. 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
Metro by T-mobile has what I believe is slowing Dow 4g data in order for 5g to look good.
My DATA service IS GETTING extremely slow... I take care of my phone, I don't download any unnecessary apps,its checked for updates often,and is maintained on a regular basis.
The problem is after the recommended Data reset on BOTH ends (Metro and myself) it still takes up to 4-6 hours to watch an hour and a half long movie (buffering time is longer than what I'm watching)
I may as well be using a 3G phone but I'm paying $60.00 a month for 4G/LTE, Video chatting is worthless, and just getting too this website alone took 20 minutes.
I am being basically RIPPED OFF FOR EXTREMELY POOR SERVICE.
$60.00 A month for very poor quality is a a bit much.
Especially being a Disabled Veteran on on a fixed income
Product_Or_Service: Samsung /A10E /Unknown
Account_Number:
July 16, 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 27, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any concerns Mr. experienced regarding the use of
his services. Metro by T-Mobile’s Terms
and Conditions, which are available for review at https://www.metrobyt-mobile.com/terms-conditions-service, indicated
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, as explained above.Upon
review, the address provided to Metro by T-Mobile on Mr.’s
correspondence to your office appears to show a very saturated coverage area
where issues with slowness of data should not be occurring. No outages have been reported to our Engineering
department and the most recent network refresh performed on Mr.’s
account was dated June 26, 2020. Mr.
*** was advised that before a report to our Engineering department can be
performed, we will need to ensure that the device has been reset to
manufacturers settings then tested to help assist in the troubleshooting
process and determine the root cause. On
July 16, 2020, Metro by T-Mobile contacted Mr. and he indicated that
he has not been able to perform a back up of his information to a memory card
and has not been able to visit a local Metro by T-Mobile store for assistance
in doing so. As a gesture of goodwill,
Metro by T-Mobile issued an account credit of $60.00 to Mr.’s account,
and respectfully requested he contact me directly should he complete the steps
provided above and continue to experience issues with his data services. Pursuant to our conversation, Mr.
had no further concerns. Metro by
T-Mobile regrets any inconvenience to Mr., and we appreciate the
opportunity to review 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