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

Metro By T-Mobile Reviews (%countItem)

I have been a customer for some time. Today I spend almost 2 hours on the phone trying to get help with an inital issue that is now a major issue that has me ready to switch companies and NEVER look back. I wanted to get an upgrade on my device. Unfortunately after travelling to my nearest location I was informed no stores in my surrounding area had the phone I wanted (moto stylus something) and there was no foreseeable orders for said phone. Promoting me to just order it online. In store upgrade would be $179 online I paid $254. That sucks but I wanted the phone, I was willing to pay to not have to wait an indefinite amount if time. The 2 day guarantee shipping brought me comfort in placing that order. A few days later. I see I still have recived no tracking information. Which means although I placed my order on a business day (Thursday) BEFORE 3pm (11am) my order was not shipped as per your policy. This ontop of having to pay more and the TERRIBLE in store service I receive anytime I go (I usualy just pay online stay away from in store transactions) feels like a major inconvenience. I tried to call to speak to someone. Initially I was hung up on by an associate after spending 20 min on the phone and receiving no help. I called back and was then on the phone for 45 min with a supervisor (***) who was completely incompetent sorry to say. She asked for my order confirmation number and once I gave it to her she attempted to put that order confirmation number into UPS tracking. Then went on to tell me that she was unable to find any information on my order and tell me that I needed to go down to the store to make sure that my order went through causing me a bit of panic, making me feel as though my card has been charged and money has been taken but now there's a possibility that my order didn't go through(?) I came to understand that she was trying to put my order confirmation number into UPS tracking so I tried to explain to her that in any circumstance you would not be able to get any information back putting a confirmation number in as a tracking number. They're not the same thing she seemed completely unable to understand what I was saying she just continued to tell me that she has "limited information", she "can't find information" on my item. She told me that there is NO ONE she could transfer me to that handles online orders. I asked her if she's" telling me that there is no Department that can handle online issues" she straight up told me " no" I then asked her "so am I supposed to just be inconvenienced, you guys have my money and that's it" an honest-to-god she said "yes" I couldnt believe it !.

so after spending 45 minutes on the phone I literally was unable to receive any help the only thing she was able to tell me at the conclusion of the call was that I should go down to the stores as I mentioned the stores are literally of no help she told me that the stores are the only ones that can help me with my online order I don't see how that even makes sense the fact that she tried to put my confirmation number and as a tracking number and I had to reiterate multiple times that's just not how that works shows a severe lack of knowledge. After all the inconvenience that I faced and wasting 45 minutes just on her call and literally receiving no help it doesn't feel like fair and now I'm unsure if I'm actually going to receive my order because she placed a little confusion and fear with all her misleading information.

Metro By T-Mobile Response • Jun 25, 2020

June 25, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: ***
To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 20, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any difficulties Ms. experienced on pricing and tracking of her equipment. It is important to note that phone selection, availability and pricing for equipment and special promotions may vary from location to location. We regret that Ms. was not able to take advantage of the promotional pricing of $179.00 for the Moto G Stylus at the retail location.Our records confirm Ms. contacted Customer Care on June 20, 2020, regarding her online order. Regrettably with the order number provided, Customer Care was not able to locate the order. On June 22, 2020, Ms. contacted Customer Care regarding her online upgrade order at which time they were able to locate the order via our online tracking option, which is available to customer as an alternative methods to track orders placed online by visiting https://www.metrobyt-mobile.com/order/track. The order was located by entering Ms. email and zip code. Our records show that the order was placed on Thursday June 18, 2020 for a Moto G Stylus at the price of $239.99 and was shipped on Friday June 19, 2020, with a confirmed delivery on Monday June 22, 2020. Currently Metro by T-Mobile is offering free two-day shipping on all device purchased online, which can take up to two business days from the date the order was placed. Orders will normally ship the same day, or the next business day if the order is placed after 3 p.m. EST. To amicably resolve Ms. concerns, Metro by T-Mobile applied a credit of $75.00 as a gesture of good faith, leaving a credit balance of $35.00 reflecting on Ms. Metro by T-Mobile account.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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. contact with our Customer Care. 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

Customer Response • Jul 06, 2020

I was confused about the balance in my account but I am no longer

Useful

I paid my June bill with my Wells Fargo bill/auto pay. Wells Fargo paid the bill but metro pcs applied it to my closed account. I previously had a different number with metropcs. There was no amount due on that account the balance was zero. That’s until metropcs applied the 40.00 to the account after that it was plus 40.00. I spent over 10 hours on the phone with metropcs reps and Wells Fargo reps on confer calls. The Wells Fargo reps gave the metropcs reps the account where the money was sent which was determined to be my old account yet the inept staff of metropcs still couldn’t resolved the issue. BASICALLY METROPCS IS TRYING TO KEEP MY MONEY SITTING IN A CLOSED ACCOUNT.

Metro By T-Mobile Response • Jun 26, 2020

Customer Response • Jun 26, 2020

Revdex.com:

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

Sincerely

Useful

MetroPCS service has been messed up since the beginning of June and they metro did not notify their customers and tell customers anything I walked into a metro store because I was told to take my chip out of my phone from a metro representative because they did not inform us that the service was nonworking that day so I took my chip out and ruined my chip on my phone I had to replace the chip and pay $35 which I did not have and I asked to be compensated no one try to help me then this past couple days the phone service went out again no one notified us from metro to let us know that our phones will be down I called Metro to be compensated and credited to my account they were rude and nasty to me And wouldn't let me speak to a supervisor and would not compensate me or help me with my bill because of the outage which was not my fault which is only fair that they could've at least let us have Junes bill waved especially because I could not dial out on my phone or receive calls which was bad I am a diabetic and I have high blood pressure and health issues.
Product_Or_Service: Apple /iPhone 8/Unlimited
Account_Number:

Metro By T-Mobile Response • Jun 30, 2020

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 18, 2020, regarding the
above-referenced account. Please be advised
we have made attempts to contact Mr., which have proven
unsuccessful. As such, Metro by T-Mobile
will make every effort to address Mr.’s concerns within this letter. Metro by T-Mobile is always
working to improve its coverage, and we regret any service issues Mr. may
have experienced. Please be advised that
per Metro by T-Mobile’s Terms and Conditions, https://www.metrobyt-mobile.com/terms-conditions-service: “Service
Availability. Service is limited to the operating range, spectrum,
and capacity of our or our roaming partner's wireless system in your service
area. Your service area is the area depicted in the coverage brochure you
received with this Agreement and may change from time to time without notice.
Since Metro by T-Mobile uses different spectrum in different areas of the
country, service may not be available on all wireless devices in all areas. We
may, but are not obligated to, provide notice when you are being served by a
carrier other than ourselves. The specific network coverage you get will depend
on the radio transmissions your wireless device can receive and use and the
Services you have chosen. Specific Services may not be available on all
wireless devices at all points in time due to wireless device hardware and/or
software, changes to our network, network infrastructure, cessation of specific
Services, or service by carriers other than ourselves. Except for 911 calls
and any "roaming" service to which you have subscribed, you will not
be able to use your wireless device outside of your service area for any calls,
including local, long distance and international calls. Further, since services
outside Metro by T-Mobile’s area are provided by third parties, not all
services may work outside your service area. Service depends on over-the-air
radio transmissions. Our coverage maps provide high level estimates of our
coverage areas when using Services outdoors under optimal conditions. Coverage
is not available everywhere and depends on the Service purchased and the
wireless device used. Service speeds are not guaranteed, and actual speeds will
vary. Estimating wireless coverage, signal strength and Service speed is not an
exact science. There are gaps in coverage within our estimated coverage areas
that may result in dropped and/or blocked connections, slower Service speeds,
or otherwise impact the quality of Service. Many factors beyond our control
affect your ability to make and receive calls on your wireless device, the
quality of those calls, and the speed of your Service including, but not
limited to, your location, the conditions of the atmosphere, terrain, nearby
buildings and other structures, network capacity issues, system outages,
failure of equipment to operate as expected, spectrum used, problems that occur
with service we purchase from third parties, system upgrades, performance of
system maintenance, accidents, network problems, network or Internet
congestion, software, signal strength, your wireless device, weather,
geography, topography, server speeds of the websites you access or other events
outside of our control. As a result, sometimes Service, including calls or
attempted calls to emergency services like 911, may be unavailable, interrupted
or may fail, and the quality of calls may sometimes be poor. Metro by
T-Mobile takes no responsibility for Service interruptions or problems caused
by factors beyond our control. Any statements by Metro by T-Mobile, its
employees, representatives or agents about the coverage of our system are
intended only to describe Metro by T-Mobile’s approximate coverage in your
service area. You should not interpret any such statement to mean that Service
will be available or without interruption in any service area.” As such, 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. Metro by
T-Mobile records confirm that Mr. contacted Customer Care on June 3, 2020
to report his call quality concern he was experiencing. Metro by T-Mobile records confirm that Mr.
*** was instructed to revise his devices Wi-Fi calling settings to ensure the
service was enabled to help provide a better indoor coverage experience. Please note that Metro by T-Mobile records
reflect that Mr. has not continued to contact Customer Care to report the
service issues he is experiencing but instead to inquire about credit which has
been respectfully declined. Metro by
T-Mobile regrets any inconvenience to Mr. regarding his damaged SIM card
during troubleshooting. Please note that customers
may check Metro by T-Mobile coverage down to the street level using the
Personal Coverage Check tool. In
reviewing the Personal Coverage Check tool for Mr.’s area using the
address he provided in his concern to your office, T-Mobile shows he should
expect good coverage. This level of
coverage is compatible with LTE 600, 700, 1900, 2100, and 2G bands of
spectrum. Mr.’s device in use on
the line of service ending in 6709 is compatible with all these bands except
LTE 600.Our records indicate Mr.’s line ending in *** has
been subscribed to Metro by T-Mobile’s $30.00 Unlimited Talk, Text, and 2GB
capped data rate plan ($15.00 for the first two months due to promotional
offer) as of April 17, 2020. Metro T-Mobile
reviewed Mr.’s usage over the last 30 days and reflects that Mr.
has had consistent incoming and outgoing phone calls with some lasting as long
as 87 minutes, consistent messaging, and over 2GB of data usage. As such, it is Metro by T-Mobile’s position
that Mr. is receiving the benefit of the service and we consider the
charges to be valid.If Mr. continues to
experience any difficulties with the service, we request that he provide
Customer Care the 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.However, in an effort to
amicably resolve this matter, on June 25, 2020, Metro by T-Mobile issued a
onetime courtesy credit to Mr.’s account in the amount of $50.00 to
refund him for one month of service and the SIM card replacement fee he paid in
store leaving his account reflecting a credit balance of $50.00. 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-MOBILEOscar TExecutive Response

Useful

I was sold a unit under false pretenses and was told it was my fault
Product_Or_Service: LG //
Account_Number:

Metro By T-Mobile Response • Jun 29, 2020

June 29, 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 18, 2020, regarding the
above-referenced account. Metro by T-Mobile
is pleased to report to your office that upon speaking with Mr., we have
been able to resolve his concerns to his satisfaction. On
June 11, 2020, Metro by T-Mobile records indicate that Mr. activated
mobile number ending in *** onto his account with a Mobile Hotspot on the 30GB
Hotspot Data plan, inclusive of 30GB of 4G LTE data. While on this plan using a Hotspot, if a
customer reaches 30GB of high-speed data usage, customers have the ability to
either purchase more high-speed internet before their cycle date or will need
to wait until their following cycle day to begin a new month, replenishing the
30GB for the new month. In Mr.’s
case, this date is the 18th of each month. On June 16, 2020, Mr. cancelled his
mobile number ending in *** and was advised that pursuant to Terms and
Conditions, partial refunds are not able to be provided for monthly access
charges that were used.Please note that Metro by T-Mobile customers who are dissatisfied with
their new phone or service may return their new phone for a full refund, no
questions asked. Rules: The phone must be returned within 7 days of purchase with less than one hour of talk time for a full refund. The phone must be returned in “like new condition” and contain all original packaging and accessories. The phone must be returned to the original place of purchase with accompanying phone and service payment receipts. Online customers must return the phone to the Online Returns Center per the instructions included in the shipment packaging. Return Policy is for new account activations only. Phone upgrades are non-refundable under this policy, but may be covered by a limited manufacturer's warranty, if applicable. This return policy only applies to new equipment purchased
from Metro by T-Mobile, its authorized dealers and metrobytmobile.com. This return policy only applies to monthly
service fees paid at Metro by T-Mobile and its authorized dealer locations and
excludes monthly service fees paid when the handset was purchased on
metrobytmobile.com. Application download fees and funds in MetroConnect®
accounts are non-refundable. Purchases made at National Retail locations are
governed by National Retailer return policies. MetroPROMISE is not
applicable when the handset and service are not purchased at same
location. New
handset purchases, including handset upgrades, may be covered by a limited
manufacturer's warranty. On June 24,
2020, Metro by T-Mobile contacted Mr., and showed appreciation for his
feedback over his experiences at the authorized retailer which will be
submitted for review. Metro by T-Mobile
also issued an account credit of $120.00, leaving his account active with a
zero balance through July 17, 2020. Pursuant to our conversation, Mr. considers the matter resolved,
and has no further concerns. Metro by
T-Mobile regrets any inconvenience to Mr., and we appreciate his
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

Useful

I went to this location to get my daughter's cell phone activated after a SIM card I ordered online never arrived via mail. I purchased a "new SIM card and had her phone activated and added to my account, as she is about to deliver her first child & I did not want her in the hospital alone without a phone. The receipt I was given for the purchase of the SIM card, & the activation of my daughter's phone showed a charged amount of $78.80. The payment was listed as a Debit Card, even though I used my *** credit card. En route back to the hospital where she was completing her appointment, I got a text confirmation from Metro for a CASH payment of $60 bearing the same receipt number as the paper receipt I received in the store. My intent was to go to the store and inquire about it on Monday. Later that night, my daughter began receiving random notifications that her SIM card was sending her a text message. We looked this up and found that this message meant that the SIM card needs to be updated. We returned to the store not even 24 hours later to get it replaced as instructed by Metro customer service via phone. The store wanted to charge me to replace it, even though phone customer service said there would be no charge. They said if they don't charge me for the replacement, it will come out of their paycheck because they are an authorized dealership & not a corporate store. There was a lot of back and forth with the worker (who was the same person who took care of me the day before) and his co-worker. That issue was "resolved" by him attempting to send me all the way to North Philadelphia to a corporate store for them to handle it. When I asked the original worker why the Metro text confirmation showed a cash payment in the amount of $60 but my credit card was billed $78.80, he was evasive. I kept pressing, showing him both versions of the receipt bearing the same confirmation number. His response was "I'm not talking to you anymore".
Product_Or_Service: SIM Card
Order_Number: ***
Account_Number:

Metro By T-Mobile Response • Jun 29, 2020

June 29, 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 17, 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 while visiting an
authorized retailer. Records confirm
that on June 12, 2020, Ms. added mobile number ending in *** onto her
Metro by T-Mobile account. During the
transaction, Ms. was charged for was the SIM card activation fee, plus
the first month of service at the point of sale, along with any fees assessed
at the store, totaling the amount of $78.80. Please note that any fees assessed at the store level while performing
certain account activities such as activation fees may not apply to the account
balance. Records indicate that Ms.
*** reported her concerns to Customer Care on June 13, 2020 and was
referred to the point of sale to address concerns with the SIM card issued.On
June 16, 2020, Ms. contacted Customer Care again over her experiences
at the retail store and was issued an account credit of $10.00 as a gesture of
goodwill. Ms. shared that she
did receive the new SIM card she had ordered and advised that her balance was
revised to $92.83. Furthermore, the
mobile number ending in *** has registered usage for voice, data, and text
messaging since activation.On
June 24, 2020, Metro by T-Mobile contacted Ms. and issued an account
credit of $92.83, leaving her account active with a zero balance. Metro by T-Mobile also advised Ms. of
the differences in what was applied to her account versus fees paid for
activities at the retail store and showed appreciation for the feedback to be
submitted over her experiences for review. Pursuant to our conversation, Ms. considers the matter resolved,
and had no further concerns. Metro by
T-Mobile regrets any inconvenience to Ms., and we appreciate her
business.Based on the foregoing, we
respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Customer Response • Jun 29, 2020

Revdex.com:

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

Sincerely

Useful

Service from Metro PCS has a lot of outgages. over last 9 months. Numerous dropped calls per week,call quality very bad on almost every call. Called customer service reps don't understand problem, try to upsell more another plan and phone.They do minimal trouble shoot. I changed phones and still same issue with Metro PCS network.
Product_Or_Service: Samsung /Galaxy J-7/Metro PCS
Account_Number:

Metro By T-Mobile Response • Jun 24, 2020

June 24, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: *** To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Mr. has regarding network coverage. Please be advised that Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors. In accordance with Metro by T-Mobile’s terms and conditions:“Service Availability. Service is limited to the operating range, spectrum, and capacity of our or our roaming partner's wireless system in your service area. Your service area is the area depicted in the coverage brochure you received with this Agreement and may change from time to time without notice. Since Metro by T-Mobile uses different spectrum in different areas of the country, service may not be available on all wireless devices in all areas. We may, but are not obligated to, provide notice when you are being served by a carrier other than ourselves. The specific network coverage you get will depend on the radio transmissions your wireless device can receive and use and the Services you have chosen. Specific Services may not be available on all wireless devices at all points in time due to wireless device hardware and/or software, changes to our network, network infrastructure, cessation of specific Services, or service by carriers other than ourselves. Except for 911 calls and any "roaming" service to which you have subscribed, you will not be able to use your wireless device outside of your service area for any calls, including local, long distance and international calls. Further, since services outside Metro by T-Mobile’s area are provided by third parties, not all services may work outside your service area. Service depends on over-the-air radio transmissions. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage is not available everywhere and depends on the Service purchased and the wireless device used. Service speeds are not guaranteed, and actual speeds will vary. Estimating wireless coverage, signal strength and Service speed is not an exact science. There are gaps in coverage within our estimated coverage areas that may result in dropped and/or blocked connections, slower Service speeds, or otherwise impact the quality of Service. Many factors beyond our control affect your ability to make and receive calls on your wireless device, the quality of those calls, and the speed of your Service including, but not limited to, your location, the conditions of the atmosphere, terrain, nearby buildings and other structures, network capacity issues, system outages, failure of equipment to operate as expected, spectrum used, problems that occur with service we purchase from third parties, system upgrades, performance of system maintenance, accidents, network problems, network or Internet congestion, software, signal strength, your wireless device, weather, geography, topography, server speeds of the websites you access or other events outside of our control. As a result, sometimes Service, including calls or attempted calls to emergency services like 911, may be unavailable, interrupted or may fail, and the quality of calls may sometimes be poor. Metro by T-Mobile takes no responsibility for Service interruptions or problems caused by factors beyond our control. Any statements by Metro by T-Mobile, its employees, representatives or agents about the coverage of our system are intended only to describe Metro by T-Mobile’s approximate coverage in your service area. You should not interpret any such statement to mean that Service will be available or without interruption in any service area.” Upon speaking with Mr. on June 22, 2020, he requested that we speak with Ms. *** to address his concerns. Metro by T-Mobile offered Ms. a credit of $80.00 as a courtesy to allow her and Mr. time to discuss if Metro by T-Mobile was the best choice for their wireless needs. This credit provides the ***s with service until July 26, 2020, at which time, should they wish to continue using Metro by T-Mobile services it is with the understanding that coverage is not guaranteed. Ms. accepted this credit as full resolution to the ***’s concerns. We regret any inconvenience to Mr. and 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-MOBILEThomas MExecutive Response

Useful

My phone is not dialing numbers I need to call. I dialed 611 and couldn't get throughThese numbers are essential they are for online NA meetings sometimes a number work others don't. That is not okay
Product_Or_Service: LG //
Account_Number:

Metro By T-Mobile Response • Jun 26, 2020

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: ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. may have experienced regarding her handset. Metro by T-Mobile has not been able to reach Ms. directly. In addition, Metro by T-Mobile was not able to confirm any recent contact to Customer Care since January 21, 2020, to process a payment. As we were unable to speak with Ms., Metro by T-Mobile has emailed troubleshooting steps to Ms..Metro by T-Mobile encourages Ms. to contact our Customer Care from a different device at the numbers listed below and complete the troubleshooting steps providing in this link for her keyboard concerns https://www.t-mobile.com/support/tutorials?page=topic/troubleshooter/touchscreen-and-buttons/device/lg/k40. Should her device issues remain, we recommend Ms. locate a Metro by T-Mobile store or an authorized dealer to process a warranty at https://www.metrobyt-mobile.com/storelocator. Metro by T-Mobile regrets any inconvenience this may have caused her and appreciate the opportunity to address this matter. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing ***. 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-MOBILEDolly AExecutive Response

Useful

Dear sir,
Am writing in dismay as I am being held hostage for what I can't explain or understand.
I signed up with MetroPCS about two and half years back. I joined metro pcs with my separately bought unlocked iPhones, 2 iPhone 8plus which I purchased outright at the sum of $2000 from Apple.
Based on agreement breach over their offering hotspot over 2yrs and them taking it away abruptly sneakingly, I decided to leave having spoken with quite a large volume of their representatives and managers, they made it clear there was nothing they could do to address my concern. Some of them even claimed I was lying about it. I used hotspot for 2 yrs, had their people set it up for me a few times and etcetera.
Not to wallow in pity, I joined another network so I could get what I needed, only to realize I couldn't use my iPhone 8 Plus, I worked with the other company to activate it but we kept hitting the brick wall.
I went further to make research online on why I could be having such a problem but could get a definite answer, then I called Apple where they revealed to me after they ran diagnostics on my phone that MetroPCS had locked my phone and that I would have to ask them to unlock it. Basically I relive my nightmares. Since I had no choice I called them, they firstly denied but I told them I am calling you based on the diagnostic from Apple and then they knew I know what I was talking about, just the level of deception is unbelievable, I asked to speak to the manager who had a better attitude, he promised to have it fixed with 3 business days.
I spoke with them on the 10th and today is the 16th, I decided to call earlier today having waited a little longer, and I was told your case is still pending, that depending on the cases it could take weeks or more to get attended to.
I was shocked I could I buy an unlocked from separate from these phone companies and still suffer, I don't understand why am being penalized for leaving an unpleasant company due to their devious manners.
Product_Or_Service: Apple /8plus/4lines for 100
Account_Number:

Metro By T-Mobile Response • Jun 26, 2020

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 correspondence dated June 16, 2020, regarding the
above-referenced account. Please note
that Mr.’s last name was misspelled on his correspondence to your
office. Metro by T-Mobile is pleased to
report to your office that upon speaking with Mr., we have been able to
resolve his concerns to his satisfaction.Metro
by T-Mobile regrets any concerns Mr. experienced regarding his Apple
Equipment. As Mr.’s
correspondence to your office indicates, he purchased two Apple iPhone 8 Plus
devices directly from Apple, and as a result, activation lock policies to make
the phones compatible with Metro by T-Mobile’s service were installed. This resulted in the devices becoming locked
to Metro by T-Mobile. Metro
by T-Mobile records indicate that Mr. contacted Customer Care on May
28, 2020, to obtain his account details in order to transfer his mobile numbers
to a different provider, however, did not request to confirm his device
compatibility with his new carrier. On
May 30, 2020, records confirm that Mr. cancelled his mobile numbers
ending in ***, ***, and *** by transferring them to a new wireless provider. On June 10, 2020, Mr. contacted
Customer care to request that his phones be unlocked due to them not detecting
the new carrier’s SIM cards. On June 17,
2020, records reflect that Mr.’s two Apple iPhone 8 Plus devices were
authorized to be unlocked. On
June 24, 2020, Metro by T-Mobile contacted Mr., and advise of the
devices status, however upon discussing his new provider being Boost Mobile,
shared he will need to confirm with them directly on whether or not their
network will support the frequencies allotted with the phones he has as they may
use different technology compared to Metro by T-Mobile. Mr. was advised to contact Boost
Mobile for further support as his devices have been confirmed as being unlocked
through Apple servers. Metro by T-Mobile
respectfully declined to issue reimbursement for service he was unable to use
with his new provider. Pursuant to our
conversation, Mr. had no further concerns. Metro by T-Mobile regrets any inconvenience
to Mr., and we appreciate the opportunity to resolve this matter.Based on the foregoing, we
respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or
by dialing 1 (888) 863-8768. If
you have any questions, please do not hesitate to contact our office at the
address listed below or toll free at 425-689-***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Customer Response • Jul 01, 2020

Complaint: ***I am rejecting this response because of how the case was handled even by the top management of MetroPCS giving me the insight as to making the right decision to part ways with the mobile company. They claimed the phone had been unlocked since the 17th of June 2020, as of the 20th it wasn’t because boost mobile tried to activate the phone they couldn’t and I also followed up with Apple as well. Am disappointed as they can’t own up or admit they did wrong by locking my phone and take responsibility as well, am glad I brought the case to Revdex.com. Because in the end after A few interactions with the Secretary to the president, they finally unlocked my phone but with her saying boost mobile can’t work on my phone was just a way to shift blames and by that am so disappointed. Well now am enjoying my phone again thanks to Revdex.com.Sincerely,***

Sincerely

Useful

I've been calling them for months telling them I'm paying for a service but not getting what I've paid for.. they make tickets and tickets are not followed up on they say they've looked into the issue nothing is wrong well if they've looked into the issue they would have seen where my phone has been under 2g-3g for some time now and the towers where I was were over capacitated my second issue is recently my phone was out of service completely all day long on top of that I brought this phone paid over $200 ..thinking that there was something wrong with my older phone and all the while it was the service issue mind you I brought the phone before the service went down yesterday due to the issue of no service no internet dropped calls etc. yesterday no phone calls no text messages all day I've been with this company for over 11 years of service paid everything on time $50 a month & u can't discount.. oh the rep is the one who got my phone out of 2g-3g put me N a better tower now phone is showing 4g on top but past notes dating back will prove I've been paying for service I wasn't getting for about a year now
Product_Or_Service: Motorola /Motorola G/Unlimited minutes
Account_Number:

Metro By T-Mobile Response • Jun 26, 2020

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: *** To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets any concerns Ms. has regarding network coverage. Please be advised that Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors. T-Mobile has verified the address Ms. provided in the letter to your office and based on the coverage map, confirms her account address is in good coverage area with no known issues.At the time Ms.’ first troubleshooting ticket was filed, the towers had been congested due to modernization, which has since been completed. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area 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. While Metro by T-Mobile cannot guarantee service, upon speaking with Ms. on June 23, 2020, Metro by T-Mobile offered a credit of $10.00 as a onetime courtesy. Ms. accepted this credit as full resolution to her concern. We regret any inconvenience and appreciate the opportunity to address this matter. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***Very truly yours,METRO BY T-MOBILEDolly AExecutive Response

Customer Response • Jul 01, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me Being that if anymore trouble they will take care of it.

Sincerely

Useful

I purchased a wallet case for my phone Alcatel 3V on May 30, 2020. I was told that they would call me when it arrived in the store because they had to order it. I didn't hear from them and decided to go to the store on June 15th. I was told they don't have it because the company stopped making them. I asked for a refund and they refused to give me a refund. I was told I can only get a store credit, which I did not want. I was told they only do refunds within 4 days of purchase. I was told that I had no choice but to get the store credit.I was given a cheap case and sent on my way.The store is located on Port Saint Lucie Blvd. Port Saint Lucie FL 34950
Account_Number:

Metro By T-Mobile Response • Jun 24, 2020

Customer Response • Jun 25, 2020

Revdex.com:

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

Sincerely

Useful

I have 2 lines with Metro PCS and yesterday all day we were not able to make calls, receive calls or get our text messages. A call might of gotten through every 5 hours or so. This was a complete inconvenience, especially with everything going on around us in Minnesota. I called this morning and all they could say after being a customer for 3 years, was too bad so sad we won't give a credit because it was a network outage. Excuse me? It doesn't matter I pay for a service and I may for each day in my monthly fee it's not like they fixed it within a hour. It was a entire day of no service. Network, system wide. Whatever the case may be it was not my fault and I want a credit for both my lines. It was a total inconvenience to my son and I
Account_Number:

Metro By T-Mobile Response • Jun 23, 2020

June 23, 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 16, 2020, regarding the
above-referenced account. Metro
by T-Mobile regrets any concerns Ms. has regarding network
coverage. Please be advised that Metro
by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can
never be guaranteed, as coverage is highly variable and is dependent upon many
factors. In accordance with Metro by
T-Mobile’s terms and conditions:“Service
Availability. Service is limited to the operating range, spectrum,
and capacity of our or our roaming partner's wireless system in your service
area. Your service area is the area depicted in the coverage brochure you
received with this Agreement and may change from time to time without notice.
Since Metro by T-Mobile uses different spectrum in different areas of the
country, service may not be available on all wireless devices in all areas. We
may, but are not obligated to, provide notice when you are being served by a
carrier other than ourselves. The specific network coverage you get will depend
on the radio transmissions your wireless device can receive and use and the
Services you have chosen. Specific Services may not be available on all
wireless devices at all points in time due to wireless device hardware and/or
software, changes to our network, network infrastructure, cessation of specific
Services, or service by carriers other than ourselves. Except for 911 calls
and any "roaming" service to which you have subscribed, you will not
be able to use your wireless device outside of your service area for any calls,
including local, long distance and international calls. Further, since services
outside Metro by T-Mobile’s area are provided by third parties, not all services
may work outside your service area. Service depends on over-the-air radio
transmissions. Our coverage maps provide high level estimates of our coverage
areas when using Services outdoors under optimal conditions. Coverage is not
available everywhere and depends on the Service purchased and the wireless
device used. Service speeds are not guaranteed and actual speeds will vary.
Estimating wireless coverage, signal strength and Service speed is not an exact
science. There are gaps in coverage within our estimated coverage areas that
may result in dropped and/or blocked connections, slower Service speeds, or
otherwise impact the quality of Service. Many factors beyond our control affect
your ability to make and receive calls on your wireless device, the quality of
those calls, and the speed of your Service including, but not limited to, your
location, the conditions of the atmosphere, terrain, nearby buildings and other
structures, network capacity issues, system outages, failure of equipment to
operate as expected, spectrum used, problems that occur with service we
purchase from third parties, system upgrades, performance of system
maintenance, accidents, network problems, network or Internet congestion,
software, signal strength, your wireless device, weather, geography,
topography, server speeds of the websites you access or other events outside of
our control. As a result, sometimes Service, including calls or attempted calls
to emergency services like 911, may be unavailable, interrupted or may fail, and
the quality of calls may sometimes be poor. Metro by T-Mobile takes no
responsibility for Service interruptions or problems caused by factors beyond
our control. Any statements by Metro by T-Mobile, its employees,
representatives or agents about the coverage of our system are intended only to
describe Metro by T-Mobile’s approximate coverage in your service area. You
should not interpret any such statement to mean that Service will be available
or without interruption in any service area.” Nevertheless,
upon speaking with Ms. on June 22, 2020, Metro by T-Mobile offered Ms.
*** a credit of $5.00 as a courtesy. Ms. accepted this credit as
full resolution to her concern. 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) 689-3462.Very truly yours,METRO BY T-MOBILEThomas MExecutive Response

Customer Response • Jun 23, 2020

Complaint: ***

I am rejecting this response because:

I spoke to someone from the company and he told me that they don't guarantee coverage which sounds stupid especially since this was not a range issue but a service failure on their part and their network was down. AT&T, Sprint was working just fine. They can't even put a value on our inconvenience but they should of at least tried to make amends for my disappointment with their service or lack there of! Then to call me and break down a monthly bill and how it adds up by day being more than petty. Just shows their poor business practices and lack of concern or appreciation for loyal customer's. Well start looking for another phone carrier at this point. They want this closed as if they 5.00 did us a favor!! No worries all we got from it all was bad business to match the bad service!!
Sincerely

Useful

My current situation is with METRO PC customer services coverage issues, as well as it is with the device purchased at METRO PC STORE, having manufacturer problem on my new device Samsung Galaxy 10-S by having por conexion or nothing at all, it was with T Mobile 3 years and half ago, while, I changed of service under so much stress caused by several repairs. Then, I was embarked on small salvation boat called METROPC,subsidiary of T-MOBILE. Now, no body is responsible, even for filling out this complaint Metro PC it is not enlisted here for help to address my situation or to ask for the refund of my US$1200, because since I purchased, my device it has being under repair back and forth going to the store coveraged by the warranty by metro PC, they sent to Samsung, doing the same procedures and returned with the same problem.

On May 6 2020, after every month calling since August 26, 2019 to customer services, the 888 number is not given me access to speak about I have no service although the device shows is paid but no access for repair,or to solve through the device.Worse at the 8888. METRO PC mention only for payments. My device has not access ZERO SIGNAL to follow procedures and I have to call by land number as my last resource. On May 6,20 METRO PC changed the Power for coverage signal and upgrade from 4G to 5G. I was advise the same day for me to checkout if the problem persist to be send it to Samsung. At the call METRO PC created the TICKET number for repair with Samsung. Samsung send me the STICKER TO SEND MY MOBILE to them within 14 days since May 6, 2020, I did not after I found out I will lost everything. as it was 3 times before.

Also, because of the pandemic me 65 years old woman at home alone, I did not want to be out the device for one more month. I want my money back. I want to purchase different brand name and to get new service provider. It is not way out for solution any more, so it is not from me. Me paying US 60.00 for ZERO signal from a TOP of the line Galaxy S10
Product_Or_Service: SAM G975U GS10
Order_Number: Invoice ***
Account_Number: Account

Customer Response • Jul 01, 2020

Complaint: ***

I am rejecting this response because:This mail is officially to inform that that METRO T-MOBILE already contact me via email in regards to my complaint. Claiming "they are not able to process a refund" .Despicably to sent me the link today after 10 months of the purchase. The disclosure statement, guidelines for refund and policy, NEVER was gave to me, prior today. I only have the receipt for how much I paid. 1-) On August 26, 2019 purchase of S10 . No disclosure statement or signed any contract for the services. The services contract was signed with METRO around 2 years ago, prior the purchase of The S10. 1 a ) On regards to the service contract with METRO were for the 2 obsoletes defective prior S7' when I moved out from T MOBILE, to METRO. Those 2, S7 they were fixed by Samsung, but they never worked properly due to the same problem I do have with my new S10. 3) NOW, for the third time I was referred to sent DIRECTLY to the Samsung? and to continue to have the same problem? since October to the present.!! Meaning I was sold one of those phones that have been under repair. I refused to sent to SAMSUNG because I was going to lost again for the third time all my data out of the SIM CARD, subject under complaint to the Revdex.com.4-) IT IS 10 MONTHS dealing with this problem it is no ONE YEAR AGO my purchase. BESIDES the first repair reported & sent to repair happened on October 2019, one month later. The device burned out at the retail store. T Mobile is kicking me out and washing their hand of the responsibility for the refund. Obviously, If I do what they ask me to do back and forth again without solving any problem it will be ONE YEAR LATER, and Metro warranty expired!!. You see if Revdex.com does not help me, I am going to end again losing my money and data info with phone I can not use it . Also, one year of not service. 5-) to consider a refund if it qualify? Public reviews shows the same complaints my two prior S7 devices have it an were purchase directly at the Tmobile store. EVIDENTLY The new device S10- IT was sold TO ME one of those people return to be repaired, and because mine it had been sent out two times under the warranty of the retail store... Please don't let sale my phone as a new one device to another victim. 6-) Prior experience and solved problems by the Revdex.com always ended well because the exchange of communications were between the company and the Revdex.com. At this time I already complied on written the facts of my complaint and try to negotiate with TMOBILE, with not solutions. The workers from the store have no hierarchy and other rolls than collect payments and transfer or connect air time to the devices. 7-) Taking into consideration that going back and forth METRO T MOBILE procedures never are solve as per my prior experience with the 2, S7, now with the S10 already under repair for three times. .8-) Taking into consideration me going to the store to claim refund by the salesperson? I am 65 years old lady making line to be attend by a busy person taking care of several people, answer the customer calls by phone, and talking and arguing over me consequently. 9-) Due to that is scary dangerous place to be at the retail store I decline the idea to go there . When I was under that circumstances at the store, Me, the customers have to deal and I was verbally assaulted by a bunch black women causing chaos and watching my purse. This kind of rude and bad situations, we the customers we have to live at the retail store. No quality time, no privacy. On August 26, 2019 when the sales person sold me the device, committed several mistakes on my device, causing the FIRST TIME THE LOST of the data. Thank you very much in advance for your prompt attention and help. Best regards,Mirs : ***Home land line ***. Does Not take text messages Mobile subject of this dispute is : *** try it .. I am at home using the wifi from other provider.

Sincerely

Metro By T-Mobile Response • Jul 01, 2020

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: ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 16, 2020, regarding the above-referenced account. Metro by T-Mobile regrets to hear Ms. has regarding network coverage and her device. Metro by T-Mobile confirms Ms. subscribes to the $50.00 unlimited talk, text, and data rate plan, and also subscribes to our $10.00 world roaming feature for a total of $60.00 per month. Please be advised that Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors Metro by T-Mobile has verified the address Ms. provided in the letter to your office and based on the coverage map confirms her account address is in good coverage area with no known issues. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area 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 Ms. device, Metro by T-Mobile respectfully declines her request for a $1,200.00 refund for the Samsung S10 Plus. Metro by T-Mobile has reviewed the account and unfortunately Ms. *** does not meet the qualifications to return the Samsung S10 Plus purchased on August 26, 2019, as it is past our 7-day return policy explained below: MetroPROMISEMetro by T-Mobile customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. The device must be returned within 7 days of purchase with less than one hour of talk time for a full refund, to the original place of purchase. More information can be found at https://www.metrobyt-mobile.com/return-policy.html. Metro by T-Mobile understands that Ms. *** is past the remorse return and has also completed a few warranty exchanges. However, we have verified she is still under her one-year limited warranty provided by the manufacturer. If Ms. needs to exchange her cell phone and it is covered under our warranty policy, she can visit a Metro by T-Mobile store or an authorized dealer or the Samsung Manufacturer directly. 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. If Ms. feels that this is a known issue that Samsung is aware of, it is recommended that she contact Samsung directly.Upon discussing the account with Ms. on June 30, 2020, the above was explained. Additional troubleshooting was offered, however, Ms. declined. She can always contact us back directly at the numbers below or Customer Care to complete further troubleshooting. Metro by T-Mobile understand the importance of having a functional handset and as such, we ask she contact us to complete troubleshooting. Metro by T-Mobile appreciates the opportunity to review her concerns. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at 425-689-3422.Very truly yours,METRO BY T-MOBILEDolly AExecutive Response

Metro By T-Mobile Response • Aug 14, 2020

August 14, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: xxxxx***To Whom It May Concern:Metro by T-Mobile is in receipt of your correspondence dated July 31, 2020, regarding the above-referenced account. We are pleased to report this matter has been resolved with Ms.. Metro by T-Mobile regrets to hear Ms. had concerns with our previous responses to your office. Metro by T-Mobile discussed the account and the device unlocking with Ms.. On July 31, 2020, the device was confirmed unlocked and am email was sent to Ms. *** as proof as to be provided to Samsung for repair. In addition to the unlocking of the device, Ms *** was also providing an account credit of $60.00 for the remainder of her service.On August 8, 2020, Metro by T-Mobile confirmed Ms. canceled her service by porting her number to a new carrier. We regret any misunderstanding regarding the transactions at the store and appreciate the opportunity to address and 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 at425-689-3422.Very truly yours,METRO BY T-MOBILEDolly A Executive Response

Customer Response • Aug 19, 2020

Complaint: ***

I am rejecting this response because:

1-) Although, Mirs Dolly did unlock my device,
1- A) Also, because while it was prepay the month of August at the same time the device was out for repair at Samsung for the 4th time repair.. I was agreed to sent again to to find out if the problem of NO air time conexion for calls when I am outside of home, is no signal in the device she should refund me the whole US$60.00.

1-B) the phone came back and I activate with the new provider on august 8, 2020, and still have the same problem. NOW WHAT ABOUT MY PREPAYMENT? the pre payment to Metro PC for U$60.00 Mirs Dolly agreed to refund IT however , THIS NEVER HAPPENED.

1-C) tHE REFUND she offered was only if I used the service until September 6th, which I did not, my US$60.00 dollars was applied for 4 days since the prepayment starts in August 4th while the phone was out for repair.

*** Therefore there were no such refund while at the same time Mirs Dolly claims HERE that my case was solved, which it was not!!

2)- The MAIN Issue ABOUT that Metro PC sold me a defective device for the value of US1,200, while it was not a new S10 because, after 2 weeks of purchase the phone it burned out at the store. Today august 19, 2020 the device have being at Samsung for repair 4 TIMES!

3-) Since August 8, with the new provider there STILL is no SIGNAL, meaning the problem was not resolved. Today, I spoke to SAMSUNG to complaint that the issue of conexion was not repair Samsung told me that the problem was with the retail store, they sent me to deal again with Mirs Dolly. Because the prior repairs it was under their management, I DECLINED THE IDEA to be shooted back the hot potato to me again, therefore, their advice was for me to send back the device to Samsung create a case # ***.

As per my knowledge the Revdex.com can't do anything else for me, what it will be advise for me to follow through from now on?. I already reported to the FTC against MetroT Mobile, and I Have the case number. I have no receive any thing about it from FTC neither from Tmobile. I know the FTC, have no solutions for me than investigate this case. So, what I am going to do is file the complaint to the FTC against the Samsung because the retail store did not took responsibility for the US$ 1.200 plus one year of US$ prepayments of service. even more, this current month was paid, NO SERVICE AT ALL and no refund.

to the Revdex.com Thank you very much for your help. I am officially requesting this case should reminds OPEN since the warranty it will expire on August 26, 2020 date of the purchase.

Sincerely

Useful

Myself and several hundred or thousand others are experiencing unwarranted service interruptions. Tons of businesses including mine are suffering because no one can dial out or receive calls. We should NOT have to keep paying for your mistakes.
Account_Number:

Metro By T-Mobile Response • Jun 19, 2020

June 19, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. ***Metro by T-Mobile Account No: 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 15, 2020, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr., we have been able to resolve his concerns to his satisfaction. Metro by T-Mobile regrets any concerns Mr. experienced while using his Metro by T-Mobile 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. On June 18, 2020, Metro by T-Mobile contacted Mr., and discussed the benefits of powering his device off on a regular basis, and how to report coverage concerns so that they may be investigated by our engineering department. Metro by T-Mobile confirmed with Mr. that his services are currently working properly, discussed memory and software management, and issued an account credit of $63.00, leaving his account active with a zero balance through July 18, 2020. Pursuant to our conversation, Mr. considers the matter resolved and had no further concerns. Metro by T-Mobile appreciates the opportunity to address this matter. Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEAdrianne FExecutive Response

Useful

Just to clarify - my dispute, I believe, is not with Metro PCS, but with Cell pay. I signed up with the company Cell Pay (cellpay.us/) for automatic payments to go through for my account with Metro PCS, now known Metro By T-Mobile. For the second time, I was charged the 63.99 by Get Cell Pay, and I received a text message confirming the deposit by Cell Pay however, I did not receive the usual text message confirming receipt of my phone bill payment by Metro PCS (T-Mobile). I have reason to believe Cell Pay is scamming me, and many others, with their fraudulent auto pay services. I later paid Metro directly and signed up for automatic payments through my account on their site. I did send emails to cell pay asking for my money back, but they said they were not able to, which seems illegal to me.
Account_Number:

Metro By T-Mobile Response • Jun 22, 2020

June 22, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: 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 15, 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. has experienced regarding her AutoPay payment to her account. It is important to
note that Cellpay is a third-party vendor that collects automatic payments for
customers and posts them to their respected accounts. Metro
by T-Mobile records confirm that on June 10, 2020, a payment in the amount of
$60.00 was posted to Ms.’s above referenced account to cover her monthly recurring
cost for her service cycle from June 13, 2020, through July 12, 2020. However, regrettably due to an inadvertent
error, Ms.’s service was suspended on July 13, 2020, the start of her
billing cycle. Metro by T-Mobile records
confirm that on the same date Ms. submitted a second payment in the amount
of $60.00 restoring her service once again and updating her to account to a
credit balance of $60.00 which will be used toward future monthly access
charges.Metro
by T-Mobile recommends Ms. terminate the enrollment with Cellpay as Metro
by T-Mobile records confirm she is currently enrolled in Metro by T-Mobile’s AutoPay feature. Metro by T-Mobile regrets any
inconvenience to Ms. and appreciates bringing this matter to our
attention. 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-MOBILEOscar TExecutive Response

Useful

Someone was in your company thinks it's funny to turn off my phone when they feel like it. This is the second time that has happened. I tried to make a phone call. I tried to order an Uber and my phone mysteriously went off. When I decided to go into Metro PCS my phone mysteriously started working again. I need my phone to be turned back on as it's turned off right now as I write this. Or I need a refund.
Account_Number:

Metro By T-Mobile Response • Jun 22, 2020

June 22, 2020FILED ELECTRONICALLYBureau
Service Revdex.com of Alaska,
Oregon, & Western Washington1000
Station Drive, Ste. 222DuPont,
WA 98327Re: ***Your File
No. *** Metro by T-Mobile
Account No: ***To Whom It May Concern:Metro
by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in
receipt of your correspondence dated June 15, 2020, regarding the
above-referenced account. Metro by T-Mobile
is pleased to report to your office that upon speaking with Ms., her
concerns have been addressed to her satisfaction. Metro
by T-Mobile regrets any concerns Ms. experienced with her Samsung Galaxy
A10E. Upon review of Ms.’ concerns,
Metro by T-Mobile was unable to confirm any type of access to her account
without her permission or reports of issues with her equipment with Customer
Care. When reported, Metro by T-Mobile makes
every effort to diagnose issues with equipment purchased through a Metro by
T-Mobile avenue, and determine root cause of failure.If
Ms. feels that she needs to exchange her cell phone and it is covered
under our warranty policy, Metro by T-Mobile requests Ms. visit a Metro
by T-Mobile store or an authorized dealer. Our store locator can be used to find the nearest repair/exchange
center. Not all warranty options are
available at all locations. Warranty exchange fees are subject to change. All warranty options exclude exchanged phones
that show signs of outside physical or liquid damage or that are no longer
within the manufacturer’s warranty. Metro
by T-Mobile warranty replacement phones are not guaranteed to be new nor guaranteed
to receive the same model or the same color. If the exact model is not available, replacement will be of like kind
and quality. Color, features and
accessory compatibility are not guaranteed. On
June 18, 2020, Metro by T-Mobile contacted Ms., and pursuant to our
conversation, Ms. indicated she is no longer experiencing device
concerns. T-Mobile regrets any
inconvenience to Ms., 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 ***. 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-MOBILEAdrianne FExecutive Response

Customer Response • Jun 22, 2020

Revdex.com:

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

Sincerely

Useful

Since November 2019 we have been complaining about these phones. There are 2 people on this account,and both phones are problematic. They constantly drop callsphonesweon't work at all! We have called over 15 times to complain (documented) but nothing changes. They've done numerous resets or re-programs but still the same issues!! They suggest we go to our nearest phone store. That is 40 miles away!! I am on a fixed income and cannot get to Lubbock that often so that is no dang help at all!!
Product_Or_Service: LG /Stylo 4/
Account_Number:

Metro By T-Mobile Response • Jun 26, 2020

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: ***To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 15, 2020, regarding the above-referenced account. Metro by T-Mobile regrets Ms. had any concerns with her coverage and handset. Metro by T-Mobile has confirmed Ms. has contacted us multiple times regarding her coverage issues and as such we have attempted to troubleshoot her concerns. On May 25, 2020, Metro by T-Mobile exhausted all troubleshooting options with Ms. and filed a ticket with our engineering team to review the coverage in her area, however the address listed on Ms.’s account was not the physical address where Ms. resides. Additionally, on June 11, 2020, Metro by T-Mobile provided Ms.’s account with a $20.00 credit for her coverage concerns and it was used for her future services at that time. Upon review of Ms.’s address listed on her correspondence to your office we have confirmed she should have sufficient outdoor signal available, however she may have weak indoor coverage at her location. Additionally, Metro by T-Mobile’s engineers have stated there are plans to add additional coverage frequency on or around July 4, 2020 to the nearest site to Ms.’s home address. This modernization is expected to ease up congestion which will in turn improve coverage, voice quality, and increase data access speeds.On June 25, 2020, Metro by T-Mobile advised the above-mentioned information and as a courtesy to Ms., Metro by T-Mobile applied a credit in the amount of $90.00 to cover one month of service for her account. 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 ***. If you have any questions, please do not hesitate to contact our office at the address listed below or directly at ***.Very truly yours,METRO BY T-MOBILEAshley SExecutive Response

Useful

I pay my bill with metro pcs every month and every time I pay my phone than metro pcs doesnt do anything to fix the issue I called metro pcs lots of times bout the same issue and every time metro pcs says they fix the issue they just do the same process as before n doesnt fix the issue I been dealing with problems with this company since I started the service and still they refuse to fix the problem and the main store here in Yakima on nobhill and 24th I went in to upgraded my phone and the phone they said was a good phone came out to being an used upgrade phone with issues I feel like this company is ripping everyone off for their cash and lieing to their customers they even give false advertisements bout their phone plans I been trying all day to get ahold of metro pcs for the same issue they refuse to fix but every time I call metro pcs it hangs up by it self or it tell me that my phone ain't rebounder a company which that a lie cuz I'm registered with metro pcs I really think metro pcs is messing with people services they paid for
Product_Or_Service: Other /Galaxy /Pay as you go
Account_Number:

Metro By T-Mobile Response • Jun 23, 2020

June 23, 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 15, 2020, regarding the above-referenced account. Please be advised that we have made attempts to contact *** which have proven unsuccessful. Metro by T-Mobile regrets any difficulties Mr. has experienced with his service and equipment. Our records confirm the above referenced account was activated on February 28, 2020, with the wireless numbers ending in *** and ***. The wireless number ending in *** is subscribed to the $50.00 Unlimited LTE with 5GB HotSpots Plan and with a second line at the rate of $30.00 being the wireless line ending in *** which is also enrolled in the optional $6.00 Premium Handset Protection Program bringing the subtotal charge to $86.00 that is due on or before the 1st day of each month. It is important to note that Metro by T-Mobile does offer the MetroPROMISE to customers who are dissatisfied with their new phone or service may return their new phone for a full refund, no questions asked. 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 metropcs.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 handset is purchased on metropcs.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. Metro Promise not applicable when handset and service not purchased at same location. New handset purchases, including handset upgrades, may be covered by a limited manufacturer's warranty.Regrettably, with the information provided in Mr. *** correspondence to your office, Metro by T-Mobile is unable to discern the specifics of the account issues that have not yet been resolved. As Metro by T-Mobile has not been able to speak with Mr. *** regarding his concerns, Metro by T-Mobile would like the opportunity to work toward an amicable resolution. We request that Mr. *** contact me directly at the number below to discuss this matter.Based on the foregoing, we respectfully request that this complaint against Metro by T-Mobile be closed.Customers may contact Customer Care by dialing 611 from their handsets or by dialing 1 (888) 863-8768. If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ***.Very truly yours,METRO BY T-MOBILEAmor MExecutive Response

Useful

I've been having service issues with resetting my PIN number within My Metro's service app. This stops me from being able to access tools that allow me to change my payment methods or end my service with them - of course I'm able to send them payments without my pin, but I can't end payments properly without it. I've been dealing with this inconvenience for months.

Recently I've not been receiving automated text messages from other businesses that need to send confirmation numbers. Without the ability to receive these messages I am being cut off from mobility and other vital services.

I called My Metro's service line to seek help. The service bot puts you through the paces with question after question where it claims it can solve your problem and will not allow you to speak to a representative. My issues with not receiving text businessmen confirmation texts is not an option for this bot. If you are persistent about requesting an agent - as I need to be - the bot is set to simply disconnect the call.

They display no other option to seek live support. No email address, no live chat options, nothing but sending physical mail or showing up at a physical location. This lapse in their service has made it difficult for me to travel, and not to mention, none of their locations are operating due to the Covid crisis.

I have tried every means of research and recourse that I can think of to reach My Metro. But their most advertised - and seemingly only - means of reaching them has failed. It seems this bot has been calibrated to not allow for live interaction.

Now frustrated, I would like to pursue the cancellation of my account with this business; to remove my information and seek an alternative business with some transparency. As mentioned I cannot, due to my PIN issues and this bot misunderstanding or sending me to a confusing website or hanging up on me. I don't see any other options if I'd like to be acknowledged as a paying customer besides logging this complaint.
Product_Or_Service: Motorola /moto g7/UNL LTE W/15GB HS
Account_Number:

Metro By T-Mobile Response • Jun 23, 2020

Customer Response • Jun 30, 2020

Revdex.com:

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

Sincerely

Useful

When I purchased my phone I was told to get insurance for the phone. The insurance was 50% off the cost of any model of phone. I have been paying $8.00 a month for 2 years now. My phone screen has cracked and when I went to file a claim and they only offered me the current now 3 years old model of phone that I am using as a replacement with a $100 deductible. The phone is not worth the deductible price now and I have paid through the insurance the cost of the phone. I was sold insurance for an out of date phone and continuously charged each month for insurance that has a deductible higher than the cost of the replacement phone.
Product_Or_Service: Motorola //50.00 unlimited
Account_Number:

Metro By T-Mobile Response • Jun 25, 2020

June 25, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: *** To Whom It May Concern:Metro by T-Mobile1 (“Metro by T-Mobile” or “Company”)1 is in receipt of your correspondence dated June 15, 2020, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr., which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. Metro by T-Mobile regrets any concerns Mr. has regarding the Premium Handset Protection (PHP) program. Our records confirm that Mr. has been a Metro by T- Mobile customer since activating his account on September 9, 2018, with the wireless numbers ending in ***. Mr. is currently subscribed to the $50.00 Unlimited LTE plus Google One Plan and is enrolled in the optional $6.00 PHP feature and $2.00 Name ID feature bringing the subtotal charge to $58.00 that is due on or before the 8th day of each month. It is important to note that the PHP feature is only available for new phones purchased at Metro by T-Mobile, within the first seven days of activation. Mr. added the PHP feature on September 9, 2018, at the time of activation in connection with the purchase of the Motorola E5 Plus 32 GB device. It is important to note that the PHP 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 *** Security for Metro by T-Mobile. Customers who wish to utilize the insurance coverage must contact the insurance provider, Assurant, directly. Please note that Assurant and Metro by T-Mobile are separate companies, each with separate policies. As with most insurance claims, Assurant requires that the customer pay a pre-determined deductible based on the handset model in order to obtain a replacement handset. It is important to note that the insurance, which managed by Metro by T-Mobile is offered and administered through Assurant. As such Metro by T-Mobile respectfully declines requested refund for payment made for the PHP feature on Mr.’s account. Should Mr. still require filing a claim for his handset, he can contact Assurant at 1-800-316-2075 or online at www.fastclaim.com/metro. 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 ***.Very truly yours,METRO BY T-MOBILEAmor MExecutive Response

Useful

I've been a Metro customer for several years and always relied on the ability to contact them for any issues. However, Metro pcs by T-Mobile temporarily suspended their customer service line and I have no way to contact them (except social media). On June 11th, my phone line was apart of an anonymous hack/spam that resulted in a group chat with my phone contacts and very inappropriate language. As a domestic abuse survivor, I take my safety and livelihood very serious, and I'm unable to handle the volume of harassing numbers continuously responding. I've tried to contact Metro through their website, 611 and creating a brand new *** account. I don't believe a company as large as Metro by Tmobile should treat any customer this way.
Account_Number:

Metro By T-Mobile Response • Jun 19, 2020

June 19, 2020FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: ***Your File No. *** Metro by T-Mobile Account No: 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 12, 2020, regarding the above-referenced account.Metro by T-Mobile regrets to hear of Ms.’s concerns when attempting to reach out to Customer Care. Metro by T-Mobile records indicate that from June 11, 2020 through June 12, 2020, we did not have any call outage. We regret to hear that Ms. was not able to connect with an agent during her call to Customer Care. Metro by T-Mobile has verified we had no outage at any time to any of our Customer Care centers. Although our hours of operation have changed due to the current pandemic to keep our agents safe, we are open from 6 am to 11pm, 7 days a week, and can be reached at 1-888-8metro8 (863-8768) or dial 611 from her Metro by T-Mobile phone 611 from device. Regarding our Social Media Care teams, we have no records indicating any of our teams either over the phone or via Social media has accessed Ms.’s account. We regret any confusion this matter may have caused. Although, we have no record of an outage or other customers experiencing the same issue when contacting us on the above dates, we understand how important it is to reach us at any time.Upon discussing the account with Ms. on June 16, 2020, Metro by T-Mobile clarified her concerns and appreciate her feedback. As Ms. explains in her letter to your office, she has been receiving harassing calls. In an effort to resolve this matter, Metro by T-Mobile has changed her number ending in *** and waived the fee of $17.28 including taxes. Ms. agrees to this as a resolution. Additionally, Metro by T-Mobile has explained how to protect herself from scams she can start using Scam ID for free, more information can be found here https://www.metrobyt-mobile.com/callprotection. Also, she can read more from the FTC as we have provided the link below on additional ways to stay protected https://www.consumer.ftc.gov/articles/0208-phone-scams.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-MOBILEDolly AExecutive Response

Useful