Metro by T-Mobile Reviews

I called, got an agent, she literally kind of tiptoed around the question and offered to look through my bill and see if she can lower it. By going through things that I needed or did not need or that I was unaware I was paying for and didn't need them. So I realized that nobody calls Canada or Mexico, she told me she can remove all of that from each of the lines and bring my bill down to a $100 and for me to just look at the 5th line as being a dormant line, and if I ever wanted to add a phone to it that I could. She didn't want to answer for the agent before, so going forward. I had been given a credit and my bill actually was $73 for January and moving forward into February my bill was higher, not the $100 I was promised.

I called in, got the run around, got 25 text messages of all different amounts to pay, but I was told by that agent at the time to just ignore it, my bill would be a $100 a month, going forward and not to worry. I paid the $100 a few days later. I was being charged for $3.24 and if I didn't pay it, they were going to suspend my line, I had gone in to go and pay that then I called up again, got another representative who gave me the runaround from another agent for 1 hr and 15 minutes, treated me horribly, still wouldn't just tell me the truth of what the agent had done to my account in October which was basically finagled my account to make a sale.

I finally got this agent who I'm speaking up top. Her name is MONIQUE F. And let me say, I have dealt with 3 lying agents. She was the only agent who actually took the time and was pleasant the whole time and looked back at my account all the way from the beginning and explained to me every single detail and what was going on with my account, she even was just so apologetic about the past agents mishandling of my account which was so sweet but was not her fault to even have to apologize for agents that do such things.

She was the only truthful person literally from my last phone call with the last gentleman I had spoke with on February the 25th, who literally was such a jerk to me and then was trying to push for the upgraded sale commission or whatever they get on 4 of my lines, which I did want to do since I had been lied to. My account has been basically done whatever needed to be done for an agent to make a sale for metro T-Mobile. I refused to give him that satisfaction..

However MONIQUE F. has actually given me some hope that the past 6 years that I have been with this company wasn't a complete waste. She has given me hope that people are truthful in this world. And customer service agents can be fantastic. She was amazing. She deserves a raise. She is probably one of the best customer service agents that I've ever dealt within any situation or in any company. She deserves recognition for what she did today. Because I was literally going to cancel all the lines that I had and never look back at metro T-Mobile.

I have been with this company for going on 6 years this coming and March, and I was literally going to just walk away from it, because I was so upset with the lies that these agents do to make a sale. But she has changed my mind entirely. I'd Give her a million stars if I could. She is such a kind, honest, wonderful woman. And I have total respect for her. Thank you MONIQUE F. At METRO T MOBILE, YOU DESERVE THE WORLD, YOU ARE VERY MUCH APPRECIATED!!!!

At the Vista location, ** provided exceptional customer service. She was professional, patient, and transparent in explaining available options, and she took the time to ensure I felt informed and welcomed. Her friendly attitude and genuine smile made a meaningful difference in my experience. I wanted to take a moment to recognize ** for her outstanding service and to commend the Vista team for creating a welcoming and customer-focused environment. Thank you for your time and for continuing to provide quality service.

Gail **

After an hour of hard work on her part, we were able to fix the issue. I asked her to send me back to the survey again so I could give her a rating. She said it is only one survey per call. So I am leaving a review and I hope Metro sees it and gives her the raise or promotion she deserves. Her name is Brandy M. from the Escalations department. I have been a customer for a long time and NEVER have I had such great service as today. Thank you Brandy M. and may you get the recognition you truly deserve!!

After explaining to them again that the phone is not working properly and you can't see anything because the screen is broken, they tell us that they can't help us because the code has to be sent to the phone that the claim is being made for. I then ask how can you send a code for us to verify if the screen is not coming on for us to see it. There are two phones on this account and the code can be sent to the other phone like the first representative did but somehow we were disconnected. I then asked for a supervisor but then they say there are none to talk to at this time because they are all on a call. After going back and forth for over an hour with approximately three or four different representatives, the gentleman says that since we've been paying for insurance, they were going to upgrade his phone and there's no fee to get it just give the claims department some information that he gave us.

Then the claims department representative tells me and my husband that we have to pay $60 for the replacement phone although we've been paying insurance on them, and not to mention that once we receive the replacement phone, we then have to send the old one back, or there is another fee. What is the purpose of paying for insurance on your phones if it's not going to cover the old one. We didn't have a problem with sending the old one back, but we feel that it's a rip off to pay insurance on the phones for years just to have to pay for a replacement phone, and this is the first time that we have ever tried to file a claim, and oh, once we get the replacement phone, then we have to pay for the activation fee also. I would have given 0 stars if I could, we are very dissatisfied with Metro PCs after being faithful customers for so many years.