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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This is specifically the MetroPCS at 7307 East Admaril Place Tulsa, OK 74115. I went into this Metro PCS store on 6/23/2020. I went to purchase a Aristo 4+ and NO accessories. I told the employee I wanted the phone and that was it. That I couldn't afford the accessories right now because I had bills to pay. My total came out to $131.35. My phone was only $59.99 and the activation fee is only $17.42 (pre tax) in the past. I told her repeatedly that I did not understand how it came out to be that much. She repeatedly told me that this was fees for activation, switching over phones,and all kinds of other stuff. I kept asking and making comments that it did not make any sense. I was told the manage was not there. My kids were at home with a sitter and I couldn't stay there all day and argue and I had to have a phone to make all kinds of dentist and doctors appointments. I also am about to start college and HAD to have a working phone tp stay in contact with the professor and college. I paid the $131.35 and as soon as my payment was approved on my debit card, the lady walks to the accessory was and puts a phone case and screen protector in my bag. I was so pissed off at this point I took my bag and walked out of the store. When I got to my car I looked at my receipt and she DID in fact charge me for a phone case and glass screen protector. On top of that, the screen protector in my bag is not the one she has on my receipt and is not the one for my phone! I have my receipt and the products undamaged in the cases. The store refuses to give me a refund because at the bottom of the receipt it says "All accessory Sales are FINAL, and have a 7 day warranty with receipt for EXCHANGE ONLY!" Above the statement it asks for customers signature and I never signed it and was not asked to sign it, so therefore, it is not valid to my purchase and they still will not return my items. The tempered glass screen protector was $21.70 & the phone case was $27.13. She did this because she get commission for ever sale.
Account_Number:
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 June 25, 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 recent
device purchase and visits to an authorized retailer. Please be
assured Metro by T-Mobile takes allegations of employee misconduct very
seriously. We make every effort to be
professional and courteous to our customers. We apologize if any Metro by T-Mobile employee failed in any way to
display that during Ms.’s recent visit to the retail location.Please
be advised that upgraded equipment purchased at a retail location is subject to
the return policy based on that store. Only new equipment purchased through a corporate store or through direct
Metro by T-Mobile avenues such as the website in association with a new account
are eligible to be returned under the guidelines of the MetroPromise. Accessory returns are subject to the point of
sales return policy, and not every location may have one.It
is important to note, authorized retailers may charge additional fees outside
of what Metro by T-Mobile may assess with things such as payments and device
changes. Those fees are charged at the
point of sale, at their discretion, and are normally non-refundable.On
June 23, 2020, records reflect that Ms. changed her device to the LG
Aristo 4+ on her mobile number ending in ***. On that date, Ms. contacted Customer Care to share her
experiences at the retail location and was issued an account credit of $17.42.On
July 1, 2020, Metro by T-Mobile contacted Ms., and showed appreciation
for the details provided regarding her experiences to ensure they are reviewed
for use of enhancing experiences at that specific location going forward. Metro by T-Mobile issued an account credit of
$113.93, leaving the account active with a credit balance of $71.35, which will
apply to the balance due on or before August 12, 2020. Pursuant to our conversation, Ms.
considers the matter resolved and has no further concerns. Metro by T-Mobile regrets any inconvenience
to Ms., and we appreciate 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
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 as long as the company has or will be taking action to make sure the employee Victoria and the District manager Diamond are held responsible for their actions.
Sincerely
Metro pcs has charged me 3 times 2 moneths ago for the same bill & now again today through my metro app I tried paying with my card the error message popped up and said error with card then the metro representative tried 2 times so 3 times a couple months ago which I never got the money back and now today once in the app and 2 on the phone theyre ripping people off
Product_Or_Service: LG /Stylo5/$50 plan
Account_Number:
July 8, 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 (“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 Ms. had any concerns with her payments. Metro by T-Mobile records do not confirm Ms. has been charged multiple times for the same service dates. Metro by T-Mobile records confirm on June 25, 2020, when Ms. processed her payment using the Metro by T-Mobile app the address was entered incorrectly and the transaction was not processed. On the same day, Ms. contacted Metro by T-Mobile’s customer care regarding the payment transaction not going through and our customer care processed her payment which caused a $3.00 charge to be added to Ms.’ payment amount. Metro by T-Mobile confirmed there was one payment in the amount of $56.00 that was remitted and posted to Ms.’ account and no other payments were posted to her account on that day.
Upon speaking with Ms. on June 30, 2020, she provided Metro by T-Mobile a statement that reflects her payments in question; however, in review of the document payments have not posted to her bank account and are currently reflecting as a pending charge. As such, Metro by T-Mobile requested Ms. to provide her bank statement if the charges do indeed post to her bank account as they can be reversed by the banking institute when they are in a pending status. To amicably resolve this concern, Metro by T-Mobile applied an account credit in the amount of $6.00 for the two payment processing fees we were able to confirm were charged. 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-MOBILE
Ashley S Executive Response
Basically my phone was stolen ,so I called my local store and reported it. They suspended it till I got a new phone they said. A month later I got a new phone and they said I owed a new whole activation and plan fee.My last plan still had about 2 weeks left when my phone was stolen. So I lost out on that one because I had to purchase a phone in store and repay a whole month like a new customer.
Now I wanted to switch phones so I called and they said ok your all set. No I'm not set. Neither of my phones work now and I'm losing out on my phone time again. The metro agentsaud she couldn't do nothing because my phone is not able to recieve a message. I went to the local store and he said it's gonna cost me 15 dollars. This problem is because.the agents doings and I don't believe I should pay.for her mistake.
Product_Or_Service: Samsung //
Account_Number:
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 June 30, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. may have regarding her monthly charges and we appreciate the opportunity to respond. Please note with the information provided we were not able to locate Ms.’s previous account. However, please note, in the case of a handset loss, where the account is suspended, the monthly cycle does not stop. As part of the activation process, customers must agree to Metro by T-Mobile terms and conditions. Direct quote from 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.”On July 6, 2020, Metro by T-Mobile contacted Ms. who confirmed her service was working as expected. Metro by T-Mobile provided the above information to Ms. and issued a courtesy credit of $17.00 for the device exchange fee. Ms.’s account balance was updated to $33.00; she remitted a payment in full leaving her balance at zero. Ms. agreed with the resolution provided to her. Metro by T-Mobile regrets any inconvenience this matter 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 425-689-3457.Very truly yours,METRO BY T-MOBILEBelen 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
On 6/20/2020 my phone would not turn on it was just black, So on 06/21/2020 I went to MetroPCS at 11766 Firestone Bl. Norwalk Ca 90650 I told Ray.R the employee that my phone was no long working so I wanted to make a insurance claim on it since I purchase the insurance for 6.00 a month, he called some one and put me on the line, so, I told the Rep that I wanted for file a ins. claim for my phone, She said it would take 6-8 weeks to get a phone, I told her no it shouldn't take that long she do you want to file a claim or not I said no, because I'm Unemployed and I need a phone incase I get a call for a job. So, we hung up and the told Ray I guess I will have to buy a phone. So I bought the LG K51 $ 163.65 And I got home and my wife said did you file a Insurance claim I said no because of what the lady told me, I cant wait I need phone to find work. My wife filed the ins. claim because it only takes 1-2 days to get it. So within 15 minutes of leaving the store I went back told Ray it only takes 1-2 days to get phone. he called Manager He said No Refund. I wanted to talk to him, he refused. Came home called Customer service talked Carlos to make a complaint, wrote up report and said someone should contact me by 6/232020 He said to a Corp. office and the would handle my issue and get me my refund, I went and talked to rose the manager and was to since I didn't get it there she could not give refund. on 6/23/20 I called Norwalk store and Mgr will not return calls. I do understand that they have a no refund policy, but when your given the wrong information just to have people buy a phone is wrong.I cant afford to be throwing money away like I said I'm unemployed. I don't know if the Metro PCS store goes by that name on the receipt is Future Generation Wireless Inc.
Thank you for your Help. ***
Product_Or_Service: LG /LGIC.LM-X410MK.K30.BLACK.32GB./not sure
Account_Number:
July 8, 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 (“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 difficulties Mr. experienced regarding filing a claim and his upgraded handset. Metro by T-Mobile has reviewed the account and confirmed Mr. has been a Metro by T- Mobile customer since activating his account on April 3, 2011, with the wireless numbers ending in *** and ***. The account charge of $66.00 are due on or before the 2nd day of each month.
Metro by T-Mobile records confirm on June 21, 2020, Mr. processed an upgrade to a LG K51 handset associated with wireless number ending in ***. Please note phone upgrades are non-refundable under the MetroPROMISE policy, but may be covered by a limited manufacturer's warranty, if applicable. The rules of the MetroPROMISE handset return policies can be found at www.metrobytmobile.com, this is also posted in stores and are printed on receipts. As such Mr.’s LG K51handset is not eligible for a refund as the handset was purchased as an upgraded handset and not a new handset purchased when activating a new account, and there are no refunds on upgraded handsets.
Please note the Premium Handset Protection program provides comprehensive mobile device protection. Customer's devices will be covered against loss, theft, accidental damage (including water damage) and out-of-warranty malfunction. This feature also included next business-day shipping, when available, at no additional cost and McAfee Security for Metro by T-Mobile. Customers who wish to utilize the insurance coverage must contact the insurance provider, Assurant, directly. Regretfully, Metro by T-Mobile was not able to locate documentation of Mr.’s conversations with Assurant.
To amicably resolve Mr.’s concerns, Metro by T-Mobile applied a credit equal to the purchase amount for the LG K51 of $163.65 as a one-time courtesy. This credit has left a credit balance of $97.65. Metro by T-Mobile regrets any inconvenience to Mr. 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 . 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
Amor M
Executive Response
I got my phone in November from the local Metro store. That very day, I discovered the Samsung Galaxy A20 was unable to charge like normal, and was very difficult. I took it back to the store, the same employee lied about ever seeing me, but made a ticket complaint, and told me to "return when the phone cannot charge entirely." When that time came, there was no ticket on file, and they charged me $100 for a new A20. That A20 had they very same issue once taken outside of the box, and it also took 5 days for service to be added, leaving me with no service for 5 days. I tried calling Metro and Assurant, their warranty company, for two weeks, constantly getting hung up on and spending hours on the phone. It wasn't until I told Assurant I was contacting the Revdex.com that they offered another replacement for another charge. I refused, and they called back finally offering a free replacement, but still took my card information. I need my phone for work, and on top of hundreds of dollars spent on broken phones I've lost twice that much in wages. They've lied to me about what the replacement would come with the first time, saying I would get a SIM card and a charger, but I only got a broken phone.
Account_Number:
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 June 24, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’s concern within this letter. 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 T-Mobile employee failed in any way to display that during Mr.’s recent contacts with our Metro Care Team.Metro by T-Mobile regrets any concern Mr. has experienced regarding his device. Metro by T-Mobile records confirm that Mr. purchased his Samsung Galaxy A20 on October 21, 2019. By purchasing T-Mobile equipment, Mr. receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. is eligible to receive a warranty replacement of his device by visiting a local Metro by T-Mobile or Metro by T-Mobile Authorized Retailer location for review of his device. 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.On June 3, 2020. Mr. performed a warranty exchange on his mobile line ending in *** for his Samsung Galaxy A20 and activated his replacement on June 5, 2020, in which the $15.00 activation fee of the replacement was waived. Please note that 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. If replacements are having issues within 30 days of the exchange, customers are required to contact Assurant, the provider of the Premium Handset Protection and warranty exchanges, for further support at 1-888-260-7749. Metro by T-Mobile records confirm that on June 26, 2020, Mr. was working with Assurant on a replacement. If Mr. requires additional support regarding the replacement or troubleshooting, he may contact me directly at the number below as well.Please note that per Metro by T-Mobile’s Terms and Conditions, pay in advance service is nonrefundable whether the service was used or not. However as a onetime courtesy and as a gesture of goodwill, on July 3, 2020, Metro by T-Mobile issued a onetime credit in the amount of $100.00 to Mr.’s account to waive one month of service for him, from July 21, 2020, through August 20, 2020, to refund him the time he was without his working phone. Metro by T-Mobile regrets any inconvenience to Mr.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEOscar T Executive Response
I purchased a Stylo 5 from a local Metro PCS for $100.Without my permission or authorization, insurance was added to my plan. The insurance cost an additional $10 per month. I've had my phone for about 4 months.I have unfortunately cracked the screen of the phone and now am needing a replacement. I call Metro Pcs to inquiry about the deductible and what I would need to pay for a replacement. I M told by 3 different representatives that my deductible would be $100.I am basically being told that I would have to pay the same price for the phone as the deductible. On top of the $40 that I have already paid in the monthly insurance fee.No one was willing to answer or assist me with why it would require me to pay more to replace my phone with insurance than without it.I want to purchase a new phone but I want to actually reap the benefit og
F paying for insurance that is specifically for replacing a damaged phone.
Product_Or_Service: LG /Stylo 5/$50 Unlimited plan
Account_Number:
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 June 24, 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 deductible concerns Ms. has regarding the Premium Security Bundle feature and we appreciate the opportunity to address her concerns. On February 27, 2020, Ms. activated the account with the mobile number ending in *** and subscribed to the $50.00 50UNLG1 rate plan at a cost of $50.00 per month. Additionally, Ms. chose to add the NW Premium Security Bundle feature at a cost of $10.00 per month which includes Premium Handset Protection (PHP). The PHP program provides comprehensive mobile device protection. Metro by T-Mobile’s PHP feature is provided through Assurant, a third-party company. Please be advised Assurant operates as a separate entity and can be contacted at 1-866-866-6285. The insurance offers device replacement in the event of hardware issues (i.e. mechanical breakdown), accidental damage, loss and theft. Pricing varies by feature and device tier. Customers can visit the Assurant deductible page at www.fastclaim.com/metro/ to determine the device tier. On February 27, 2020, Ms. purchased an LG Stylo 5 handset for the full retail purchase price. Metro by T-Mobile confirms the LG Stylo 5 handset is a Tier 3 device and has a $100.00 deductible. Metro by T-Mobile regrets any misunderstanding surrounding the PHP. Please note this feature is optional and can be canceled at any time. Metro by T-Mobile records do not reflect Ms. contacted Metro by T-Mobile to cancel PHP and it is currently active on the account.Upon speaking with Ms. on July 1, 2020, she confirmed she would like to keep the insurance active. Should Ms. have any questions regarding the account, or the information provided, she may my 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
I started my service with Metro on 4/16/2020, after about a month decided I needed a new phone. Ordered a new Iphone Se at the published price of $399 plus tax and the usual activation fees. Price is displayed on website and in store, 1114 S Coast Hwy, Oceanside, Ca. After about a month phone was available for pick up. We I got there was told in order to buy would have to buy an additional $100 worth of accessories. Asked to see where this was displayed and nothing shown either in store or on website. Classic bait and switch. Was also told because phone was upgrade would have to be moved off of promotional plan for service. I declined the purchase. I cancelled my service shortly there after, purchasing the phone directly from Apple Store for $399, pretty much the price everywhere and moved service to ***.
Account_Number:
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 June 24, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Mr. has regarding his recent visit to a Metro by T-Mobile retail location. Please be advised that the retail location Mr. visited is managed by a third-party and has their own return policies and procedures. 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 branded employee failed in any way to display that during Mr.’s recent visit to a 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
I am in a bind. I cannot reach anyone at any part of MetroPCS. Even their 800 number loops you back to infinity. Do you have any email or 800 numbers for them'
I need to file a complaint on Cho C, store Manager at Metro TMobil. Store 5334a Ross, #850, Dallas TX
I had been in before for a faulty phone. The SIM card kept falling out.
I pretty sure it was him that I had seen him be a jerk to people (cannot be sure with mask, but same nasty temper) but never happened to interact. Today he put himself in my line of fire. Bad move Cho.
In Dallas County they passed a ordinance you wear masks in a business. Instead of being courteous and asking me to go back to my car to get it, he turns on the Jerk. And he pulled it off well. People like that should never be Managers of other people and should never be allowed to talk to the public
I went out to the car to get my mask and he went inside his office and hid, leaving Maria to work with me. I finished my business with Maria, who was very polite. I did not want to put her in a bad position so I left after getting his name.
You have a bad apple
***
Product_Or_Service: LG //
Account_Number:
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 June 30, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any concerns Mr. may have regarding his recent
contact with an authorized retail store and we appreciate the opportunity to
respond. 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 the authorized retail store. Additionally,
we regret to hear that Mr. was not able to connect with an agent
during his call to Customer Care. Although
our hours of operation have changed due to the current pandemic, Customer Care can
be reached at 1-888-8METRO8 (863-8768) or by dialing 611 from a Metro by
T-Mobile phone. However, Metro by T-Mobile has shared Mr.’s feedback
with the appropriate managers for the authorized dealership. Mr. was satisfied with the resolution
provided to him. Metro by T-Mobile
regrets any inconvenience this matter may have caused Mr..Based on the foregoing, we respectfully
request that this complaint against Metro by T-Mobile be closed.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-MOBILEBelen 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.
However I will drop by the business in the next few weeks to find out if any changes have indeed been made, or was this simply fluff to get the Revdex.com off their backs. Check back next month!
Sincerely
On May 15th,2020, I purchased a phone that I was told was brand-new. As well as a $70.00 monthly phone plan. Upon getting the phone programmed I found it already had someone else's information and name tied to the service and internet. The voicemail was already established in some one else name. A Mr.. I have an assistant helping me program my phone. We visited the store on June 10th, to pay the bill and informed them that they sold me as reconditioned phone. The staff member that assisted us was rude. Very short and not helpful at all. Had to call another staff member over to figure out the problem. Was refusing to believe that it was a problem on their part. Their staff said it was a gliche. I informed them that I bought a new phone and not a reconditioned phonebwith a gliche.
Product_Or_Service: Motorola /Moto g7 Play/Unlimited
Account_Number:
July 3, 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 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 25, 2020, regarding the above-referenced account.
Metro by T-Mobile regrets any concerns Mr. may have regarding his recent handset purchase and we appreciate the opportunity to respond. On May 15, 2020, Metro by T-Mobile records confirm Mr. activated his account with a Motorola G7 Play handset. Please note any handset purchases completed at the authorized dealer retail store would need to be discussed with the retail store directly. Metro by T-Mobile customers dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. This is considered the MetroPROMISE and the following criteria must be met to qualify:
• 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.
Metro by T-Mobile has shared Mr.’s feedback with the authorized dealer. On June 26, 2020, Mr. confirmed he attempted to return the Motorola G7 Play handset to the store. Metro by T-Mobile advised Mr. of the MetroPROMISE as he does not meet the qualifications, he is not eligible for a return. In addition, Metro by T-Mobile reviewed the IMEI ending in 3025 for the Motorola G7 Play handset and there is no history of the handset being used prior to Mr.’s purchase. To resolve Mr.’s concerns, Metro by T-Mobile issued an account credit of $45.00, equivalent to one-half of the retail price of the handset. Mr. accepted this as a resolution to his concern. The credit impacted the monthly charges due on July 12, 2020, and left a credit balance of $15.00.
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 the authorized dealer retail store. Metro by T-Mobile regrets any inconvenience this matter may have caused 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
Belen L
Executive Response
The description of my complaint contains the fact that LG and the c-type cable they're trying to force on us is stealing energy and also the graphite batteries are stealing energy and they're making us pay for the energy that we are already paid for and also sending are paid for energy to someone else most likely using a vehicle. I'm asking reimbursement four payments of features such as the Google Cloud Drive Plus and Amazon Prime that I was charged for and denied access to repeatedly the 4G LTE was so difficult to connect to on this service I had to pay for a VPN service just for it to work and I think this is Just Cause And entitlement for men to get a reimbursement
Product_Or_Service: LG /Newest versions/Promo
Account_Number:
July 7, 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 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 25, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’s concerns within this letter.
Metro by T-Mobile regrets any concerns Mr. has regarding network access. Upon reviewing Mr.’s address he provided to your office and Metro by T-Mobile’s coverage map located at www.MetrobyT-Mobile.com/network, we show that his address is in an excellent coverage area with high network traffic that can cause congestion during peak usage hours. 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.
Please note we have no record of Mr. contacting us with concerns regarding his coverage. If Mr. continues to experience any difficulties with the service, we ask that he provide customer care details of the problem, including the date and 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.
Regarding Mr.’s claim that his energy is being stolen by his USB C type cable. Metro by T-Mobile neither manufacturer nor service devices and cables. Should Mr. have further questions about the charging cable or LG device and how it utilizes his energy, we recommend he contact the manufacturer of his handset for more information. 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
My Cell phone service disconnect on June 5,2020 because payment from March during COVID-19 METRO PCS closed not much detail I paid my monthly payment with my American Express didn't complete reason didn't get the correct Pin#
I cancel and charge to my VISA *** was paid March 24, 2020
June 5th 2020 suddenly my phone no longer services very difficult my employer my family no communication. After work stop by at METRO PCS STORE SAN BRUNO get detail why my service disconnect I WAS told because payment of March I told them already paid with my VISA *** I paid $65 dollars as I went home contact my *** I was able to print copy and back to METRO PCS STORE SAN BRUNO supervisor didn't accept the copy proof payment I left to contact METRO PCS head office difficult find their phone customer services head office number list online call busy 24 hrs second day finally had the number 1-800-999-6389 answering metro pcs agent answer the phone As I need to speak with billing department confirm METRO PC don't have a billing department it a surprise Metro Pcs have no billing no wonder employee with no knowledge of billing disconnect millions services customer mistakes and their Tummy Automatic System can't communicate only take payment no human alive to get the solution of million customer. I received a tax from Metro pcs to pay June 27,2020 its already paid March 24,2020 before due date second payment June 6,2020 to reconnect my phone. Please reach out to Metro Pcs Head office phone 1-214-265-2550 line busy 24 hrs Metro Pcs agent their communication just like their represent automatic system take payment they kept saying call my bank as I told I cancel American Express because the pin NUMBER AND PAID with *** I paid PG&E bill UTILITY BILL don't have any problem. please kindly help me out Metro Pcs big corporation don't have a billing depart doing business they should at least one employee do their billing thanks ***
Product_Or_Service: Samsung //family plan
Account_Number:
July 2, 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 June 23, 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 Metro by T-Mobile account, as well as store interactions. 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 T-Mobile employee failed in any way to display that during Ms.’s recent visits and interactions with our retail location.Records reflect that on March 22, 2020, a payment was received from Ms. in the amount of $65.00. On March 23, 2020, another payment of $65.00 was received from Ms. in the amount of $65.00. On April 9, 2020, Ms. contacted Customer Care to verify if payments were applied to the account, and was advised to either consult with her financial institution regarding the payments or leave the balance to apply towards the following due date, which in Ms.’s case, is the 27th of each month. On May 22, 2020, Ms. made an additional payment of $65.00 to her account. Records indicate that on June 7, 2020, the original payment made on March 22, 2020 of $65.00 was returned to Metro by T-Mobile as unpaid from the financial institution, and resulted in the suspension of service on June 8, 2020, making the balance become immediately due. Ms. remitted an additional payment on June 8, 2020 of $65.00 and her service was restored. On June 26, 2020, Ms. also remitted a payment of $65.00 for her balance owed June 27, 2020.On June 29, 2020, Metro by T-Mobile contacted Ms. and appreciated her feedback over her consultations in reaching the store for support as it will be used to enhance future interactions. Ms. was offered a credit of $130.00, which she declined, however, will leave for her consideration through July 27, 2020. Should Ms. wish to take advantage of this offer, she may contact me 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-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response
On June 15th 2020 I had a problem where the phone my phone service was off don't know why I pay $90 a month for phone service and it seems it's every time I turn around by my Internet is slow and my phone running slow I keep getting these unwanted calls I didn't call the company about him and now when my phone was out for a whole 24 hours they won't give me a discount off my bill my bill is $90 and I think that's a shame.
Product_Or_Service: Samsung //Metro pcs
Account_Number:
July 2, 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 June 23, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets Ms. had any concerns with her coverage. Unfortunately,
Metro by T-Mobile is unable to guarantee coverage in all areas as there are
several factors and conditions that may interfere with actual service, quality,
and availability. Please note, on June
15, 2020, some customers reported concerns with service. Metro by T-Mobile found that a network issue
impacted customers using on-network voice, data, messaging, and voicemail. This was a traffic routing related issue that
created capacity issues in the network throughout the day. Our engineering team worked tirelessly on
June 15, 2020, to get this issue resolved as quickly as possible, as we know
how important our wireless devices are to everyday life. Metro by T-Mobile has confirmed this issue
has since been resolved. On
June 29, 2020, to amicably resolve Ms.’s concerns, Metro by T-Mobile
applied a $5.00 credit to her account. 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 Ms.’s recent contact
with our Customer Care team. 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 purchased a apple phone along with unlimited international services that I have not been able to use sense day of purchase. I have returned the phone three times for them to correct the problem and service which stated during calling that calls is not allowed from this line are the number from which I was calling from. I took the phone back on Monday 6/15/20 , Wednesday 6/17/20, and Sunday 6/21/20, at which point the problem was not rectified and I ask for a refund from the same lady in the store I purchased the phone and services from told me that I was a day late and she couldn't refund the purchase money for a disservice products and international services which the reason for purchasing the service and cell phone. Metro pcs has very very poor customer service and consumers service relationship and communication With hard working senior citizens in this state to deprive them out money for a disservice and no service for defective product and services.
Product_Or_Service: Apple /Apple iPhone model:NC128TRlPLESIM/International unlimited
Account_Number:
July 6, 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 June 22, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets Mr. had any concerns with his activation, and we
appreciate the opportunity to respond. On June 13, 2020, Mr. activation his Metro by T-Mobile account
and subscribed to the $60.00 Unlimited Talk, Text and Data Plan. Additionally, he subscribed to the $10.00 Global
Voice Unlimited feature and the $6.00 Device Protection service. Furthermore, on this day Mr.
purchased an Apple iPhone 7. 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 through our MetroPROMISE.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.As
Mr. indicated, in his correspondence to your office, the first time he
requested to return the Apple iPhone 7 was on June 21, 2020, marking it as the
8th day from purchase. As
such, Mr. was outside of the return period listed above. However, Metro by T-Mobile is currently
working with the third-party retail location to allow Mr. to return his
Apple iPhone 7 for a full refund of his original payment and we will continue
to work with Mr. to resolve his concerns. 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 SExecutive Response
They are saying their helping keep phones connected through COVID. This is a false advertisement I called today and had no options but to pay bill which is typical. Their advertising that they have options to help but don't! I called today 06/22/2020. They always gave a 72 hour extension which doesn't help people who get aid twice a month! They aren't doing anything out the norm tho their advertising that they are!
Product_Or_Service: Samsung /Idk/***
Account_Number:
July 2, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. *** Metro by T-Mobile
Account No: xxxxx*** To Whom It May Concern:Metro
by T-Mobile (“Metro by T-Mobile” or “Company”) is in
receipt of your correspondence dated June 22, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any difficulties Ms. experienced with her
service. Ms. joined Metro by
T- Mobile customer when activating her account number ending in *** on November
21, 2018, and currently has four lines on her account. The account is currently
subscribed to the (4) for $120.00 promotional plan plus the $2.00 ala-carte
Name ID feature. The account charge of $128.00 that is due on or before the 20th day of each month. In her complaint Ms. mentions
that due to the emerging COVID-19 situation, she is concerned about possible
service interruptions and payment extensions. For updates regarding Metro by
T-Mobile’s commitment to customers during this situation, Ms. is
invited to visit the Company’s website at https://www.metrobyt-mobile.com/ongoing-updates-covid-19 for more details.On
June 21, 2020, the account suspended for non- payment. Ms. requested
more time to pay and an extension was granted, restoring the account services.
On June 24, 2020, the account suspended for non- payment. Regrettably, Metro by T-Mobile is not able to
restore services without payment being made to the account. Some suggested options would be for Ms.
*** to remove the $2.00 per month per line ala- carte Name ID features
she added to lower her account charge, or to have her account due date changed
to better fit her payment schedule. Also, consistent with the pledge, Metro by
T-Mobile is waiving late payment fees for a limited time. Even after a user is suspended for
non-payment, they can still use their phone to call Metro at 611 or
1-888-8METRO8, where they can be connected with us to make a payment, change
their plan, request an extension, or request other assistance. We
appreciate Ms.’s feedback regarding policy and procedures that will
be forwarded to the appropriate team. Metro by T-Mobile regrets any inconvenience this may have caused 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-MOBILEAmor MExecutive Response
Complaint: ***
I am rejecting this response because: I called and asked for an extension they said I couldn’t get another one! I called twice and talked to two different people one management and one reg staff! If I changed due dat at this point phone service still would be off! If I took off a 2.00 feature(equal to 8.00 because of 4 lines) thats still only 8.00 less THATS not you helping your customers through that’s just us trying to help ourselves eliminating things needed like scam, and a lot of unwanted calls to a minors phone line! Also when called all resources were asked and exhausted the ONLY answer was and still is to pay bill with is basic knowledge! There is NOTHING withholding your continents through you to keep us connected as your advertising! Everything your saying is for me to do on my own and is common sense! Nothing you have said is something your doing on your companies behalf to help you customers stay connected through COVID-19. Everything your saying are things for me to do to help myself which is little to nothing. You said take the number guard off that blocks unwanted unsolicited calls to my kids phone line which are minors, and constantly random calls come and that not safe! And taking it off knocks down 8.00 that’s not much of a difference! Change the due date....when after I pay? hutch would still result to the same answer as I said before pay the bill which isn’t out the ordinary! I don’t see how YOU are keeping people connected. Make it make sense. I called and ask for extension it was denied more than once even asked management so another extension isn’t a option! The only option is to pay the bill! Which means your false advertising that your keeping us your customers connected through COVID. I have exhausted all options as you said and got no results which is why we are here!
Sincerely
In the 4th of this month I purchased a family plan with two phone. One fir myself and one for my wife. Her phone works just fine mine however is a different story. After 3cdays I started getting lines in my screen and not being able to see anything properly I went back to the store and showed a rep my phone he refused to replace my phone due to a few scratches on my screen from it being in my pocket.now it's getting worse and I cant see anything at all
Product_Or_Service: Samsung /A10e/50 dollar unlimited
Account_Number:
July 1, 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 June 18, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any concerns Mr. has regarding his recent handset
upgrades and exchange attempt. Please be
advised that the retail location Mr. visited is managed by a third-party
and has their own return policies and procedures. Upon speaking to Mr. on June 26, 2020,
he informed Metro by T-Mobile that his device was damaged in a recent
event. As Mr. does not have
insurance on his line, Metro by T-Mobile offered to credit his account $30.00
as a courtesy. Mr. accepted the
credit which resulted in an updated balance of $48.58 due on July 4, 2020, to
continue services. 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-MOBILEThomas MExecutive Response
Complaint: ***
I am rejecting this response because:
Sincerely,
I still need a replacement phone this phone is now unusable it just stopped working and I think it's crazy I pay so much for
A defective phone. The 30 dollar credit was supposed to be towards the purchase of a new phone and instead it was put on my bill
!!!!! Not helping
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 4, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr.’s concerns within this letter. Metro by T-Mobile regrets any misunderstanding regarding the credit we applied in our previous response dated July 1, 2020. As previously stated, Mr. did not subscribe to insurance and his phone was damaged and in need of replacement. Metro by T-Mobile records confirm on July 1, 2020, Mr. upgraded his device and is once again using the Metro by T-Mobile services. 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-MOBILEThomas MExecutive Response
Complaint: ***
I am rejecting this response because:
Sincerely,
*** I am rejecting this response because I still have not gotten z drcdnt replacement. Metro pcs gave me a defective device and I want s new phone. It's not right to have to pay so much for garbage
Bought a new Samsung A20 phone in March, June 8, 2020 phone stopped working. Drove to my local metropcs was told it would take 10 days to get a new phone. 14 days later, June 22,2020 I picked up my phone and was charged $15. Went home checked my account and was being charged another $16.22 and my bill went up $5. I called metropcs was on the phone over an hour and was told I need to go back to the store to fight for my $15. And the system will not let them refund the $16.22. I then asked what about a prorate for the 14 days of no phone service. They offered me $5 and told me that's the best we can do
Tell us why here...June 26, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: 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 June 22, 2020, regarding the above-referenced account. Metro by T-Mobile has successfully resolved Mr.’ concern to his satisfaction. Metro by T-Mobile regrets any concern Mr. has experienced regarding his nonworking handset. Metro by T-Mobile records confirm that on June 9, 2020, Mr. contacted Metro Care to report that his device was not turning and he was referred to a local Metro by T-Mobile retail location or Metro by T-Mobile Authorized Retailer location for review of his device. Please note that 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. Metro by T-Mobile requires a $15.00 warranty exchange processing fee collected at the time of replacement and there is an additional $15.00 activation fee plus applicable tax for activating the replacement device. Metro by T-Mobile records confirm that a warranty exchange was filed for Mr. on June 9, 2020. As an immediate replacement was not available, one was ordered. Please note that Metro by T-Mobile has no control over shipping timeframes. Metro by T-Mobile records confirm that Mr.’ replacement Samsung Galaxy A20 was picked up and activated on June 22, 2020, and he paid a $15.00 warranty exchange fee in store and an activation fee of $16.22 after applicable tax in store. It is important to note that amounts paid for service charges are non-refundable.However, to amicably resolve this matter, on June 25, 2020, Metro by T-Mobile issued a onetime courtesy credit in the amount of $100.00 to Mr.’ account to waive one month of service and refund him his in-store fees. Metro by T-Mobile regrets any inconvenience to Mr.. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEOscar TExecutive Response
July 9, 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 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated July 8, 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 regarding his handset. Please be advised that Metro by T-Mobile branded handsets must be in use for 180 days to be eligible for a SIM unlock. During our last conversation with Mr. on June 25, 2020, Metro by T-Mobile verbally committed to Mr. that his warranty replacement would still be eligible for its SIM unlock within 180 days from its original purchase date, March 21, 2020.
However, to ensure that it does get unlocked, on July 8, 2020, Metro by T-Mobile has made a one-time exception and performed the SIM unlock on Mr.’ Samsung Galaxy A20. Mr. may follow the below steps to complete the SIM unlock on this device:
1. From the Home screen, swipe up on an empty spot to open the Apps tray.
2. Tap Settings > Connections > More connection settings > Network Unlock.
3. Choose the desired device unlock type:
?Permanent Unlock
4. Wait while the device requests and completes the unlock.
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-MOBILE
Oscar T
Executive 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 do not find it fair that I cannot get a promotion on a phone there was a phone that I wanted I was told I could be eligible by the metropcs stores.
when I tried to port my number over they said my number was registered to a tmobile. My number is an ATT and using a ATT sim card and it should qualify me for a phone promotion at Metropcs. I wanted to get one of the new Iphone promotions I need to port my number over. It is not fair that Metropcs wont honor the promotion because of my phone registering as a Tmobile even though I am using an AT&T sim card under Tracphone wireless.I cannot get an Cricket promotion because I am under AT&T. Metro-pcs should honor the promotion for the new iphone
July 7, 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 June 24, 2020, regarding the above-referenced file number. Metro by T-Mobile regrets Mr. had any concerns with activating his Metro by T-Mobile account and taking advantage of our promotion. On June 16, 2020, Metro by T-Mobile started offering new and existing customers an Apple iPhone 7 for the price of $29.99. For this offer, customers are required to pay $49.99 plus applicable taxes at the time of purchase in-store, and they receive a $20.00 prepaid virtual card after they make their second monthly service payment towards their account. Please note, customers are required to port in a phone number from a different carrier not affiliated with T-Mobile. Additionally, customers may not be eligible for this offer if they have taken advantage of other recent promotional offers that are not compatible. To verify eligibility, Metro by T-Mobile obtains the customer's personal information, and our system automatically confirms whether the customer is eligible or not. Upon reviewing this matter, Metro by T-Mobile has been able to confirm our system found Mr. to be ineligible for the offer based on one or more of the above factors.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.’ recent contact with our 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-MOBILEAshley SExecutive Response
I purchased an unlocked iPhone 11 Max Pro and brought in to MetroPCS (Bring your own device) and used their service for less than one month. Then I changed carriers and went to ***.
During the *** activation process, I discovered that MetroPCS locked my iPhone and I couldn't activate it.
Contacted MetroPCS multiple times and I even created a ticket with their engineering department but they didn't unlock it.
Contacted Apple and they said my phone is locked by T-Mobile
June 30, 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 22, 2020, regarding the above-referenced account. Metro by T-Mobile is pleased to inform you upon speaking with Mr., he confirmed his concern has been resolved to his satisfaction.Metro by T-Mobile regrets any Mobile Device Unlock concerns Mr. has regarding the Apple iPhone 11 Pro Max handset and we appreciate the opportunity to address his concerns. Mobile Device Unlocks are available for those devices that meet our eligibility requirements such as being active on the Metro by T-Mobile network for a minimum of 180-days which is pursuant to the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service.On May 15, 2020, Mr. activated an Apple iPhone 11 Pro Max handset on his Metro by T-Mobile account. A review of Mr.’s account confirms from June 10, 2020, through June 23, 2020, Mr. contacted our Customer Care on several occasions to request a Mobile Device Unlock for the Apple iPhone 11 Pro Max handset used on mobile number ending in ***. However, as the device had not been active on the Metro by T-Mobile account and network for 180-days, it was not eligible for a Mobile Device Unlock. Nevertheless, as a courtesy to Mr., on June 26, 2020, Metro by T-Mobile completed a Mobile Device Unlock for the Apple iPhone 11 Pro Max with IMEI ***. On June 29, 2020, Mr. confirmed the Mobile Device Unlock was successful. Should Mr. have any questions regarding the account, or the information provided, he may contact our office at the number listed below. Metro by T-Mobile regrets any inconvenience to Mr..Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office 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.
However, I have purchased my device with a state "Factory Unlocked" and brought it to MetroPCS for activation. The 180 days rule covers devices purchased from MetroPCS only, per their customer representatives.
I am a fair person and I didn't ask for any favors or "courtesy". I only asked for what is mine and, that my device to be on the same state I brought it in, Unlocked.
Sincerely
Metro PCS (Shawn at store location 4958 Springboro Pike Dayton , Ohio) proved falsification of service and product (the crime or tort of publishing, broadcasting, or otherwise publicly distributing an advertisement that contains an untrue, misleading, or deceptive representation or statement which was made knowingly or recklessly and with the intent to promote the sale of property, goods, or services to the public). Shawn refused and never provided the correct cellphones and repeatedly claimed the correct cellphones were out of stock and continued to charge for cellphone services (1 MARCH 2020 AND ONGOING).
Product_Or_Service: Samsung /samsung/free Samsung A20 phones with activation
Account_Number:
July 1, 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 June 20, 2020, regarding the above-referenced account. Metro by T-Mobile appreciates the opportunity
to respond to Ms.’s concern.Metro by T-Mobile
regrets any concern Ms. experienced regarding her activation experience. Metro by T-Mobile records confirm that on
April 1, 2020, Ms. activated the above referenced account with two mobile
lines of service ending in 5820 and 5707. Ms. subscribed to Metro by T-Mobile’s 2 for $80.00 Unlimited family plan at a local Metro by T-Mobile Authorized Retailer location. Metro by T-Mobile records confirm that at the
time of activation two Samsung Galaxy A10e devices were purchased for each line
at a reduced price.During our conversation
with Ms. on June 30, 2020, she clarified that the device that her and her
husband had intended to purchase was the Samsung Galaxy A20 model. After leaving the store, it was then that Ms.
*** realized they had been sold the incorrect model. Ms. stated she immediately returned to
the same location to inquire about an exchange in which she claims the
Authorized Retailer advised that the Samsung Galaxy A20 model was not in stock
and refused to accept the return of her equipment for a refund. Regrettably, not all handset options are available,
as inventory cannot be guaranteed. In
addition, Authorized Retailers may or may not offer exchanges or returns. On June 1, 2020, Ms.
*** closed her account, when she ported her mobile numbers out to another
provider and as such Metro by T-Mobile respectfully declined her request to
return her equipment for full refund as she is far outside of the allotted
seven day return period. However, Metro by T-Mobile records confirm
that Ms. remitted an $80.00 payment for her services from June 1, 2020,
through June 30, 2020. Although, service
charges are non-refundable, in an effort to amicably resolve this matter, Metro
by T-Mobile has agreed to reimburse Ms. the $80.00 she paid on June 1,
2020, via a prepaid credit card for service following her cancelation. Ms. should allow seven to ten business
days from the date of this letter for receipt of her refund. 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 Authorized Retailer. 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
On june 16th of 2020 untill june 19th of 2020. Metro has a world wide outage.cant make or receive calls. Cant call 911. Also cant send messages. Metro gives a $5 credit and says they cannot give anymore and that they will fix the issue soon as possible
Product_Or_Service: Samsung /Galaxy A20/Unlimited
Account_Number:
July 6, 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 22, 2020, regarding the above-referenced account. Please be advised we have made attempts to contact Ms., which have proven unsuccessful. Therefore, we will make every effort to address Ms.’s concerns within this correspondence.Metro by T-Mobile regrets any 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. As Ms. may be aware, her Metro by T-Mobile service operates on the T-Mobile network. On June 15, 2020, T-Mobile’s network fell victim to an outage lasting much of the day and affecting several, but not all, customers. The issue was found to be IP traffic related that created capacity issues in the network throughout the day. T-Mobile’s engineering team worked tirelessly on June 15, 2020, to get this issue resolved as quickly as possible and were able to do so later that evening. Please note Metro by T-Mobile reviewed Ms.’s mobile number ending in *** from June 14, 2020, through present, including the date of the outage and, more particularly, the days following the outage when Ms. alleges that she continued to not have service. Metro by T-Mobile confirmed that from June 16 through June 19, 2020, Ms. received many incoming calls, made several outgoing calls and also benefitted from text message and data activity. However, in reviewing her call details, there is no record of any attempted calls to emergency services during this time. Nevertheless, Metro by T-Mobile understands how important it is to stay connected and be able to reach emergency services as needed and therefore would like to troubleshoot the concerns Ms. has related to her alleged inability to make emergency calls. To do so, Metro by T-Mobile does need Ms. to contact our office at the number listed below to provide specifics around the dates and times of her attempted calls so that we can attempt to isolate them on the network to confirm if there were any connectivity issues at the time. Lastly, from June 16, 2020, through June 22, 2020, Metro by T-Mobile applied courtesy account credits totaling $20.00 for any inconvenience Ms. might have experienced. Metro by T-Mobile respectfully declines Ms.’s request for additional compensation. The account reflects a balance of $80.00 due no later than July 23, 2020. Should Ms. have any questions regarding the account, 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
Complaint: ***
I am rejecting this response because:
I have proof that I keep calling carlos and leaving voicemails. They are saying they put a $20 credit when it was only $15 also they say I have plenty of outgoing and incoming calls. But where is the record of how many of those calls was actually successfully placed. Calling and being connected but disconnected is not considerd a successful call. I again called carlos today and did not get a call back. The voicemail was left again at 11am
Sincerely
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: ***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 continuing concerns Ms. has experienced regarding the account and we appreciate the opportunity to address her concerns. Upon speaking with Ms. on July 10, 2020, she confirmed her messaging and calling services, are functioning as expected at this time. However, Ms. stated she is experiencing slow data concerns at this time. As indicated in our correspondence to your office on July 6, 2020, to the file number ***, Metro by T-Mobile is unable to guarantee coverage in all areas as 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. . Nevertheless, Metro by T-Mobile understands how important it is to stay connected and be able to reach emergency services as needed and therefore would like to troubleshoot the concerns Ms. has related to her alleged inability to make emergency calls and slow data. To do so, Metro by T-Mobile does need Ms. to contact our office at the number listed below to provide specifics around the dates and times of her attempted calls and slow data so that we can attempt to isolate them on the network to confirm if there were any connectivity issues at the time. Additionally, in our correspondence to your office, Metro by T-Mobile confirmed a total credit of $20.00 was applied to Ms.’s account. The date and amount are listed below.• June 16, 2020, $10.00 account credit which updated the account balance to a $10.00 credit balance.• June 19, 2020, $5.00 account credit which resulted in $15.00 credit balance; and,• June 22, 2020, $5.00 account credit updating the credit balance to $20.00 at the time.Metro by T-Mobile respectfully declines Ms.’s request for additional compensation, and the account currently reflects a balance of $80.00 due no later than July 23, 2020. Metro by T-Mobile will continue to work with Ms. regarding her service concerns, and should Ms. have any questions regarding the account, 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