Metro by T-Mobile Reviews

On 3/13, I was disconnected from my service which made me miss important business calls. The same day, around 10:00am, I made another payment over the phone for the same amount including $2.00 charge for paying over the phone. I believe I paid $7.67 extra that I should have not had to pay. I believe I was not given enough time to pay before 3/12, as I received the text message that same day. Please contact me regarding this matter.

The supervisor was very unprofessional and nasty on the phone, and on top of it all, I had to leave work to go into a main branch to get customer assistance as I was not able to speak to anyone on the telephone, taking out 2 hours of my afternoon. After dealing with this company for 6 years, I am very dissatisfied with their service and I am looking now to move to another company. I also am writing a letter to the headquarters and customer complaint as there was no resolve to assist in fixing their error, and my phones are still off as I have now paid off the rest of my bills as accounted for and have no extra money to pay. This is very disturbing as they did nothing to again assist or compensate for their company mistake.

I have never been informed by MetroPCS neither by email nor phone (they have both) why they changed their decision and for what reasons. I called them several times about this issue but so far, I do not see any change in the status of my rebate, they totally ignored my request. I will fight all the way to get this $100.00 mailing rebate. I do not like at all MetroPCS’ practices.

I compared the billing statement, which is now available on the 4th (it is ridiculous that you cannot see the itemized list until after you have to pay it, but that's another issue), and compared to the month before: There is now a $6.12 city tax fee. I talked to customer service and they said the fee only appeared when they processed the bill on the 4th. Nothing they could do about it and they admitted there was nothing I could have done to foresee this as it wouldn't even have shown up on the 3rd. I went into the official Metro PCS store and they said they'd been blindsided by it too and didn't know it was going to occur and have had customers complaining. I paid the extra $6.12 tax and my phones were back on in just a few minutes.

So two ways I can see to avoid this, which both phone customer service and in-store agreed with: Keep a credit card on file which they automatically bill. Sorry, I don't trust companies and want to know what I'm paying each time. Keep a credit balance (pay more than I owe) of $10-15 so if this occurred again, I'd have some cushion. What? I don't think so. Metro PCS, I'm fed up with your bad customer service. Fix your billing situation. Let me see my itemized bill that I am prepaying for that month before the day it is late. I am going to T-Mobile for $196/month for my 5 lines, but at least I won't get shut off for the $174 I'm paying now.

I went to the store and talked to someone who was so distracted that she handed me someone else's receipt for payment. I was told that they are having service issues and have no idea when it will be resolved. She said buying a new phone will not guarantee better service. Hello? I have been a faithful customer for over a year and have lived in the same spot and cannot use my phone in my apartment which is right next to a cell tower! If I go elsewhere, I have to pay huge for a new phone. I am so frustrated!

My question is as courtesy, will any company still charge its clients for the company lack of services for over the phone payment if its online payment system is down? My other question is what valuable customer means to Metro PCS if he has been over two years with Metro PCS, a very patient customer who never complained even if not satisfied with the drop calls and the bad service? But now I am willing to take this matter to a lawyer if I can get assistance. I'm emotionally distressed having my service interrupted while waiting for important calls. I can accept lawyers' calls about this issue.

I like to know who is over this store because if that’s how they treat customers, I wonder how they treat their employees, which I did not see anyone there while I was in there. Plus I had been to other MetroPCS stores and they all wear uniform but at this location in Villa Rica everyone was wearing whatever they wanted and it smelled like trash in there too. There was a little boy who needed to be supervised too; he was playing loud games on the office computers it looked like a child care at this location. I ask Rahya for corporate number and she refused to give it to me because she said she is the owner. This is the worst customer service I have ever had. I also was looking for Samsung Admire and on the website. It was on sale for $59 and Rahya was selling the phone at this location for $99. Are small stores allowed to make up their own prices?

Next thing, I get a text message about the plan change - surprise. I called Metro PCS to confirm the plan changed by itself because I never requested a plan change. A representative sends me a text message and confirms if I received, which I did. So he suggested to hang up and restart my phone and international text will work. Not really.

I called again and again and again and spoke with supervisors, managers and none of them were able to resolve this issue. I say, the amount of time I spent in speaking with Metro PCS, I would have got a brand new Metro PCS phone. These are the people I spoke with. I do not have all the names but some IDs. I conclude that Metro PCS customer service is the worst on the face of the earth.

Next morning, I get up and my phone is once again suspended. So I called back and once again you cannot speak to anyone without making a payment and my balance was once again saying $74 not $50. Long story short, after making a payment of $74, just to speak with someone. Three hrs went by, without service being restored, I was finally able to get thru to someone and had it restored but was told I was out of the extra $24 +$4 for making the payment and that next month I would go to the $50 plan. I requested a supervisor and after 37mins on hold, a supervisor got on the line and completely acted like I was lying about my phone not being on and so on and told me he was doing me a favor by giving me a $24 credit for next month. I tried to cancel the service and get my money back, but was told it was up to a treasury dept and had to wait 7 - 10days to find out if I "deserved" my money back but they were going to disconnect service right away, unreal right?! Please do not use this company!

I am very angry right now. I have no problems with the phone service and been a customer with Metro PCS going on over a year now. I need to understand why this happened. I want to take it further if I don’t get answers. I need to understand why they just give out people’s account information just like that. That means anybody can go in and get any info they want on anyone. That is not right, by no means. I don’t feel what was done to me was right at all. I’m sorry someone could come into a store, give a name and get all credentials on that person just like that well. That person could be a mass murderer or a rapist. He just found his prey.

It’s an example but a good example. I’m sorry if I am being sarcastic but I was amazed that this was done not right, I’m sorry. Please let me know what will be done about it. I will truly appreciate an answer back on how to proceed with this issue.

I left Florida to travel to my North Carolina business. I arrived Monday, 02/20/12, and the morning of the next day my phone was deleted from Metro PCS automated line. I cannot use my phone and no one is answering the phone at the branch that told me no problem. I am stranded in North Carolina with a worthless phone and no recourse or reason for no service. I was forced to by their phone and so I want my money spent on a phone I cannot reuse and I want reimbursed $102 for services paid for that they are not providing.

We were originally with T-mobile and decided that Metro had a good deal. We talked to a representative, which assured us that our services would be able to connect on campus, should have no problems, we transferred our lines and was reasonable satisfied. After paying bill, my daughter's phone got disconnected. I went in to find out the problem and was told, we didn't cut the phone off another carried did because we were on their line. No ** Sherlock, why didn't you tell me that before we transferred lines? A month after that, my other daughter's phone got disconnected and she's on another campus, what the heck? Livid is an understatement! I went in, took over an hour, had another appointment, had to leave. I returned next day, signed in at 11:18AM, waited on the manager (Tim) whom I spoke to the day before. He came in at 11:45AM with what I assumed was lunch, so I was trying to be patient and let him eat, move around.

At 12:15PM, I asked another representative to let him know that I was still waiting on him to come out, she did. 12:30 is here and another employee came out to talk with me (fragile: Bobby), telling what that Tim couldn't help me, he would. I insisted on Tim because he is the one who I originally spoke with, Bobby told me to come back because they were busy. I told him I would wait, he said "well, that's on you". So I waited. After 1:20PM, I asked another associate what was his name. She said she could only give me Tim, so I asked for his employee number. She said she had to go get it, that was when he came out, didn't really want to address me. He was short with words, then gave me an excuse that he was on the phone, still trying to resolve the issue with my bill, phone service, a new phone.

He went back, then the head manager (white guy, I believe Rick) I didn't get his name, but will not forget his face at 2:18PM came out, stood at the door and didn't say a word to me! He spoke to an employee and walked back in the office. It's a crying shame! Over that weekend, I started going over the bill and realized the bill was still wrong. I called the 888 number on today, talked to a representative. He was trying to walk me through what he thinks may have happened. After breaking down the bill to him and asking him questions, he hung up on me. This should not be allowed to happen. If you're going to provide a service, don't treat your customers like that just because it's a discount rate. You still need to have quality customer service, still be able to accommodate the customers, still at least act like their money matters to you.

Metro is the only company I know that does not want to talk to its customers directly. When I dial 611 hoping to speak with a live representative, it directs me to a screen that contains a lot of *** that have nothing to do with why I have dialed 611 in the first place. I browse all over the place but find no link to get a live person. The FAQ links is made up of a lot of items which aren't helpful either. Still in the FAQ link, there is no link that direct me to a live person if I could not find the things I needed on the FAQ. For $50, Metro PCS tries to list a lot of features that it provides to its customers but most of the features are useless.

I spoke to Angelo (MetroPCS Employee # **) on January 27, 2012 at 12:16 pm (EST). I write everything down, force of habit. At that time I asked him to add Travel Talk which is $5 per phone and I have two phones. I wanted to pay my bill. He said that he was able to add Travel Talk successfully to both phones but was unable to take my payment because the system was down there, too.

I fly out that evening and arrive in Indianapolis at 1:00am (EST) on January 28th. I couldn't make a call. I get up around 10:00am (EST) that same morning, still can't make a call. I had to use the hotel phone at $1.00 per call plus 10 cents a minute to contact my family. Mind you, I was in town for this tragic event as my sister had been murdered on January 23rd, on her 42nd birthday. My phone never worked in Indianapolis. I was driving in back country roads, in the sticks, with no phone.

I arrive back in Hollywood, FL on January 28th at 6:30pm (EST), still no phone even though I am now in my calling area. I had to pay $38.00 for a cab ride when my friend was sitting at the airport waiting on my call. My phone had been totally disconnected four days before my payment due date (2nd of each month).

I came home, went online to pay my bill so I could call my friend to let him know that I was already home. My normal bill is always $75.00 for both phones each month. My bill was $95.00 (January 29, 2012 confirmation # **), so I was doubled charged for Travel Talk. I had to pay the bill, even though it wasn't due or I wouldn't be able to use my phone and/or even port my number to another service (which I immediately went to AT&T for new phones and service). When I went to the corporate store (Young Circle, Hollywood, FL), they had a difficult time even looking me up. Partly because when they started my account, they used my middle name as my last name and said they couldn't change it (I should've ran then).

The manager, Junior, said I have to wait 4-6 weeks for a refund (I don't even believe him). The store representative was as helpful as he could be but the manager treated me as if I was out to get something for nothing. It is unbelievable that I should have to wait 6 minutes for my refund after what I've been through, much less six weeks? How can they do this? My bill was paid before it was due. They confirmed that fact at the corporate store. No one at MetroPCS seems to know or care what about what happened. The stress and inconvenience that this has caused me is tremendous and I will make it my business to pull as many consumers away from that company as humanly possible. Horrible customer care!

Well, today Feb 7, I look again and it says in final stage but I won't get it til March 15! This is not right. I have children that are hungry and need to eat, they basically told me oh well, the agent Alyssa hung up on me three times somehow I was able to get back to her. Then Galia told me the same thing and hung up before I could finish what I had to say, then the last one I can't recall her name jasmine maybe kept smarting off at me telling me deal with it and kept giving me the same phone number that is auto mated and has no option to speak to a real person. I was told they would not hurry the process up, or can slow it down, really? I just want them to do the right thing and fix their mistake. I shouldn't have to wait and keep waiting ESP in my situation.

Since this is a Spanish community, they are bilingual. However, I always thought they are rude not only none Spanish speak customer like me, but other working class looking Hispanic customers too. From my past experiences for this dealer shop, I didn't want to go , but since it's close to my home, I dropped by for solution for my trouble phone.

On January 5, there was a young man who was working. As his suggestion, I ordered new phone for $15.00, and he told me come back after one week, so I went to on January 20, after work. This time the terrible young girl told me (after I called him on the phone) that he forgot to order, or not available of the same model. She did not clearly explain to me what was going on. Then she told me come back on Tuesday with a tone of ordering voice. Even though I didn't expect kindness, I was so upset about this employee's attitude toward me.

Of course, no apologies or anything. I even felt hurting my dignity . She seems younger than my daughter. She also keep saying several times, "You didn't bring your phone in here, so I can't do much". I once responded to her saying that, "What is the PCS sign for outside then?", but she ignored me. However, I went back on January 25 ay exactly 5:50 pm, after work. The same long hair employee told me that they have in Flushing at this time, so come back tomorrow, again with the same tone of voice.

Suddenly, I felt I really had enough for this nasty girl , So I said, "No sorry, nothing?". Then she said again. "You didn't buy here, and you didn't come last week". I explained to her that that was not true , but I quickly realized I can't communicate to this kind of people. Finally, I asked for her name to report to the customer service department. She said, "No", then she threw the $15.00 to me, and said "I don't want to see your face, go".

That moment I felt blank and I didn't know how to respond. Totally shocked! She also asked me to give her back the receipt which was attached with a store business card and so I did. Then she talked to herself, "There is my name in this business card". Wow!, what a clever girl! When I was leaving the store, wondering who is the owner of this dealer shop, or is she or he knows what their employees are doing to customer.

I just left with a great anger with a pitiful (felt so small) feeling inside of me. Her last word, "I don't want to see your face and go" will be in my head and bother me for a long long time. This kind of employee should get fired because no one should treat customers treat like this. Period! Thanks for reading, and please don't ignore this complaint.

Many people say that they receive refurbished phones and they are still having the same issues. I will not accept a refurbished phone for the amount of money that I paid for the brand new one. This is completely unacceptable! A cell phone is supposed to be available when you need it, I am not aware of when my phone decides to shut itself down or reboots. Recently it has been rebooting during phone calls. I am very upset about this issue! Please let me know if there anything else that you would need. Thank you for your time.

Please understand that the internet should be available to people no matter where they live. I always pay my bill on time, so it should go both ways. I pay my bill, I get good service. If it's not the signal, reconsider a better quality of phone. I have important e-mail that I get 2-3 days later, important voice mail labeled urgent is ignored. I am also unable to retrieve important information when needed on the internet. Paying the money, but no service.

I attempted approximately 3X to purchase a phone and accessory on 01/18/12, but the website froze. I attempted approximately 3X this date(01/19/12), and again, no progress. I phone the 888 number for Metro PCS, and a woman looked into the website and said she could not help me and suggested I go to a local store. So Metro PCS, you lost my business and I'm staying with Verizon. You company/agents exhibited less than a caring attitude, and this speaks volumes about your company and not in any way positive!

I was also told by one of their area managers, Jerry **, that MetroPCS phone service as per their "Terms and Conditions" that Metro is for personal use and not for business use.

All I would get was DFW the caller cannot be reached at this time. I went into the store again on 1/7/2012 and the Chinese gentleman said I would have to pay $120.00 not $130.00. He asked for my phone and he activated the customer service number so I could call them. When I tried to call, finally reaching them on 1/9/2012, they told me they could not honor the 4 lines for $100.00 because they did not have that promotion in their system anymore! What I don't understand is why they can’t do this in the store immediately when you ask for the 4 for $100 promotion! I honestly feel they are being dishonest. I have a $130.00 month phone bill instead of $105.00. I just want what they promised me!

I would like to speak with someone and check my account information and activity going on. Thank you.

I asked to speak to a supervisor and am told there aren't any. To make these phone calls, I'm having to use another person's phone, which is rather embarrassing, because regardless what you say, they probably think you just didn't pay your bill. Tomorrow, I am going to one of their corporate offices to request a refund of the payment I had to make again to turn my phone back on and get credit for the three days I was without service. Let's hope and wish me luck that the people in corporate did not promote from customer service.

So anyway, left whit no phone and mad too. So then three weeks passed by, I'm at the club having fun by myself well with my husband and out of nowhere this girl came up to me and starts grinding on me and I mean grinding. So I told her what was going on. She ignored me and so I said it louder. Once she turned around I saw her reaction she recognized me and then that's when her mouth started cussing me out pointing her middle finger at me and she was with like four of her friends. So then my husband told me to stop and so I did but this girl was still running her mouth. That's when I saw it was the same girl that I got in an argument at the store.

Well anyway, I started dancing not paying any attention to her. She left then came back for a second time and everything was fine but then she left again and came back for the 3rd time. That's when I saw she had a drink in her hand they were dancing behind my husband and I told my husband, "Watch. She's going to end up throwing that drink in my face." So I felt a splash on my husbands head and I asked him if she threw some beer on him. He said no but I felt it so then I just asked her if she was going to be doing that now and what do I get? I get her drink all up in my face.

Now I have to go to the store to pay my mom's phone bill and I don't know what's gonna end up happening. I know this happened while we were out but I know she did that because of what had happened at the store. Now my husband is a little nervous because this girl looks like a gangster chick and she has my information at the store. He's afraid that she's going to end up doing something to us while we're with our kids. Oh yeah, because once we were leaving they were still outside waiting for me. So I will appreciate if you guys do something about that. I know if I go talk to their boss, she's probably going to end up laughing at me because all the girls there are kind of mean and like to give an attitude.

My wife purchased 3 telephones that were advertised for $19 and $59 two times. The sales rep charged my wife $50 and $79 two times. The sales rep also promised my wife $30 rebates on each of the three phones. My wife was also charged a $40 plus tax activation fee for 2 of the lines. When I arrived at home something smelled fishy. I asked my wife where her rebate slips and her receipt were. The sales rep did not give her any rebate slips and only a credit card receipt—not an itemized receipt.

I immediately called METRO PCS. Their customer service agent apologized and told me that the store should have charged my wife $25 for each of the 2 phones activated not $40 plus tax. I went to the store and the sales rep told me that the manager was at their other location on 5th Ave Brooklyn. I drove to the other store and saw the phones my wife purchased on display with the advertised price not the price that I paid. I told him that I want a refund and he told me that there store does not give refunds. He told me to leave his store and threatened to call the cops on me.

I called customer service again and they apologized again. The agent told me that they would do an investigation and they would contact me within 48 hours. Obviously, they never contacted me and I called customer service again. I was shocked when the agent apologized again and was this time told to go to their corporate location at 535 Fulton St., Brooklyn. I spoke to the manager who said that I could not return the phones there because I did not purchase the phones there. He told me that they were going to conduct a dealer questionnaire and determine if I was indeed a victim of fraud.

It is now the end of day 7 and a lovely thing called “The Metro Pledge” has expired. This supposed promise allows any dissatisfied customer to return their phones within 7 days and under 60 minutes airtime to return their phone. Needless to say I never used the phones hoping and praying that METRO PCS would keep their promise. All they did in my opinion was stall, stall and stall some more. The manager at the corporate store told me that I should go back to 928 4th Avenue branch and ask for a district manager’s phone number. I asked him if he had access to the number and he said no.

I then called METRO PCS and was of course apologized to again. They have wonderful customer service reps. I asked if they have the contact information for the District Manager for the Brooklyn, NY stores and to my surprise they did not. To make matters even worse, two of the phones purchased do not even receive incoming phone calls. I know this because I turned on the phones to try them for the very first time. I called customer service again and was offered a most sincere apology. I told the representative this story again and that my phones don’t work. He politely hung up on me.

The consequences are many on my part. My wife hates me and thinks I’m OCD when it comes to dealing with this situation. But alas, I will not rest! Not now, not never. I will be hiring an attorney and don’t care to spend any amount of money as long as that crook from 929 4th Ave is out of business. Beware, because on my Club Card that I received for being such a valuable customer, there are other store locations listed.

There has to be an easier way to pay my bill. I am on disability and can not afford to pay three dollars a month when the service is horrible. I will not be able to call my 17-year old daughter who is in Connecticut. I have no access to an alternative phone.

I want some people to join me to sue Metro PCS. I'm not playing. The BBB says its illegal to sell faulty electronics specially if your paying top dollar. I'm disabled. I don't have a job and I can't pay full price again. I wanna sue, let's join together and sue Metro PCS and put them out of work! Now since I don't have a phone, you wanna get a hold of me e-mail me at blueyedboy20@gmail.com. I'll be glad for anyone to stand up for the way they screw us!

A day or two before my new phone arrived, I went to check on the one that has the water damage, just to see if it would come on & if the screen would show up for me & what do you know, it works again. So I went to a MetroPCS's store to see about getting the one I still have back, activated. I was told and I quote, "No, you're just better off waiting for the new one to come in the mail, because this one will probably come on, but it will power down, drop calls, freeze/run slow. So I sad, “Okay, yeah. You're probably right about that”. So I went on ahead and waited for the new one to come in the mail.

Finally, it came. Yay! But a couple of days went by and this new phone is doing the exact thing they said the old phone with water damage would do-- powering down, dropping calls, freezing/running slow as **. But why, I thought, this was supposed to be a new phone. So I took it. I was sent out a phone, someone else sent back in. Because that is what they have you do when you file for an insurance claim, have you send your old phone back, I'm guessing to check it & if it's not in bad shape, clean it up and wait for the next customer to send it to. I have tried calling that *611 & I barely understood what the ** is being said to me 1/2 of the time. The other ½, they don't understand me. A lose-lose.

None of MetroPCS's take on this matter makes sense because I swear, it makes none at this point in time. I've had this new phone for about 2 months now. I've called to complain but got nowhere. All I want is a phone that works properly. Is that asking too much, I mean I pay for it every month, why can't I enjoy it every month? I'm feeling like my choice in cell phone carriers/providers has been a mistake & Metro doesn't care if I'm a customer of theirs or not. Step your game up Metro people. This is crazy, truly crazy.

I was promptly put in my place by cocksure Metro associates, informing me that they being a prepaid company mean that even if their service is suspended and cannot be used by the subscriber, for nonpayment, we are still billed for the service. It’s in your terms & conditions Norman didn't you see that back in 2004? How odd I thought, how can this be? Is a company that proudly boasts no contracts using their "terms and conditions" sent to you in their welcome package "after" initiating service with them using the "terms" as their contract? How many millions of Metro subscribers are late every month and how many millions have Metro PCS made for free? What a sweet deal for them in these days of Occupy movements and banks finding creative ways of restarting the recessions. Must we the public always remain helpless at the mercy of these companies and their fine print?

Then some members of the GOP still have the nerve to ask why so many wrongfully vilify the rich. Standing behind loopholes and semantics, laughing as they suck the lifeblood of the poor, amazing but true, "wrong" will always be "wrong" no matter what terms worse given after the fact, say. But I am no lawyer Consumer affairs. Just a poor simple man trying to survive these hard times one of many, thanking you for your time God bless.

I didn't go back to the site until my bill came due. The due date was a Sunday and I actually forgot about it, so I went there on Monday to pay it. However, it said $0 due and showed the amount due for the following month. I was afraid if I paid it that way I would be prepaying the following month and not the current one. So, I poked around on the site, which frequently brought me to a blank white page. I had to click around in history and use back/resend information often just to get something to display. Then I found, in payment history no less, my bill for the current month.

I hit the pay my bill button there and it said payment was declined but didn't give a reason. I thought I would check to see if I entered the card # wrong (I was angry typing by this point so it's not out of the realm of possibility) but it didn't give me the option to review. I ended up going into the store and I had to pay $3 for the "convenience" of not being subjected to their awful website. How exactly are we supposed to avoid the fee? Is it through snail mail?

I have called several times to address the problems but to no avail. Rhapsody didn't work even when calling. The 4g unit was in no way worth it! I should have stuck to our old phone Huawei PRL 3018. It worked way better than either one of these. As far as I am concerned MetroPCS stinks and can have their ** back. Boost looks better every day!

They have reset the phones and they still won't work right. I quit going online just to sit for 2 hours and get nothing done!

So, what? Now I'm stuck with a phone I can't even use, unless I have the $40 a month plan? Pure frustrating bollocks. I wish I would have done some thorough research before buying the phone. It seems this is a common problem (and complaint) amongst consumers. It's unclear why the sole "peddler" of these cards is constantly out of stock.

My latest phone is the Samsung Galaxy. It worked for no more than a couple of months and it’s already malfunctioning. In regards to this problem, I even had to get a new battery two weeks after because my phone would die in less than two hours. Now, my phone always shuts off for no reason at all. I’ve been late to school because my alarm stopped working out of no where. It barely has service—no matter where I am, people never hear me clearly. I tried making an emergency call because I heard someone in my yard and I was home alone with my children and it has no service and kept shutting off.

I was so devastated that I feel like this is all a scam. Your phone works fine for a month or so and then it’s done no matter what phone it is. I’ve been to the store and they never have an explanation. They always say that I could send it and get a new one or buy another. It’s just getting old and frustrating. I’m not the only person with this matter. Therefore, I will keep making complaints against this company and call the media and all if I must because this is getting out of hand. Thank you for your time.

I have filed complaints with too many people already and now I'm dealing with the corporate store Manager. Guess what, another week later and no one has gotten back to me, not once on any of my issues. I am paying for a service I can't use and no one at Metro PCS seems to care.

The girl looked at my phone (which does not have a scratch on it, looks brand new). She opened the charging port and said that a part was broken inside the phone. She said that I needed to buy a new phone. She asked for no warranty info, no phone number. I started to explain that the phone was still under warranty. But she cut me off with, "Sir you need to buy a new phone.” When I tried to give her any info, she cut me off saying "Sir, you need to buy a new phone.” I have never, as a customer, had to deal with such an arrogant person. The store is on Cottman Ave. in Philadelphia, PA. They refused to handle my complaint besides saying "you need to buy a new phone".

I just bought two new phones that either don't work or gives a lot of problems. My phone is the LG Optimus, and Metro does nothing about the problems. I am hoping for a class action lawsuit against Metro so that they will provide better service and better phones for their loyal customers. I'm just really tired about no one doing a thing to help the consumers here. How many more complaints about Metro PCS do you have to see before anyone will do anything? There are complaints on Facebook, as well as here. Does anyone monitor this site at all? The are numerous complaints all over the United States.

After speaking to a smartphone specialist, I was told that anyone with a 3G service will continue to have this issue due to the fact that Metro has done away with their 3G service, pushing customers to a 4G service. I was also told that the reason for this was because it would have been too costly to upgrade their towers with both 3G and 4G service, so they only did 4G towers which are available in limited areas. I was also told that all 3G phones were demoted down to regular non-smart cell phone service, however, the problem arose that since smartphone search for access, they were searching for 3G service an latch onto towers belonging to companies like Verizon, ATT, etc., and we are not authorized to use those companies, which result in dropped calls, no internet, etc. We need to bond together and bring this to light because Metro is charging us for a service we are not getting.

The appropriate phrase is, “You get what you pay for.” That should be their new advertising motto as a shining example of "truth in advertising".

This last month, I traveled to 5 different Wal-Marts only to find the all out of stock of these cards. I called Metro PCS to pay directly over the phone and was told that my BTM plan could only be replenished by a BTM card purchased at Wal-Mart. I then went to the Metro PCS Corp. Store in Pomona and was told that they do not sell these cards and do not replenish these plans at the store or corporate level. As I only had 20 minutes of talk time left, I asked what my options were. They said the only thing that they could do for me was to switch me to a monthly plan at $40 per month (double my BTM plan!).

I'm stunned that such a huge corp. does not have the ability to resolve such a matter for its loyal customers, especially when they have limited the consumers only to the option of waiting for Wal-Mart to be back in stock of the cards and then blaming Wal-Mart for this issue. Sounds like Metro PCS has no desire to be in the "By the Minute" business and is no strong arming their customers into more expensive plans.

As the week went by, I found myself going back twice again and calling the store with complaints on the service. No one wanted to help me. When I asked for a refund, Ms. ** stated that it wasn't possible due to the fact I used one hour talk time. I pointed out to her that I returned to the store right away the same day with the phone but she simply sent me away by ensuring me that the phone will eventually work that night.

On Saturday, I went back to the store and no one wanted to help me. When I asked to speak to the branch manager, I was told that they were unable to give me that information. I am completely aware that I have used time on the phone. I am not asking a total refund. I only would like a refund on the phone I purchased (LG Esteem).

Finally, after removing the battery and trying to turn the phone on several times with no success, I go to my local Metro PCS store. The lady tells me that I need to take it to the warranty center, so they can give me a replacement. I drive down to the warranty center and the lady there tells me that I need to go to the corporate store (seriously?). So I drive to the corporate store and they tell me it will be an hour to wait. After waiting an hour, the lady tells me that the only thing they can do is order me a new phone and it will take a week to get here. That's unacceptable.

They don't have any phones for exchanges in that store or the other 2 corporate stores near my area. Why can't I just get a new phone? Mine is a month old and they acknowledged that it's a manufacturing issue and not my fault. I had no other options but to order the replacement (which is probably a refurbished phone which means it will probably mess up AGAIN) and wait the week. So now, I ask the lady if I can use my old crappy phone in the meantime so I can at least not be without a phone for a week and she says yes that I just need to dial ** from the phone to activate it, but once I come back to pick up my new phone I will have to pay $10 to reactivate it. What? Why do I need to pay to reactivate my replacement phone, when this whole issue is not even my fault? So my two options are to either have no phone for a week or use my old phone and pay $10 to reactivate the not even new one. I have a child, so obviously I need a phone. $10 is not much but come one, is this how you treat customers? They have horrible customer service.

Sunday morning, I went to the corporate store at Fort Myers and asked for the warranty. The warranty was denied due to a small scratch on the display. The display was neither broken nor otherwise damaged. The store manager did not even show up to explain the situation, just the young man named Steven, who apologized and reconfirmed that the store manager denied the warranty and he would have decided different. I faxed a letter to the headquarters asking for the reimbursement of my prepaid fee for October 2011. So far, no answer at all!

Well, this short, heavy set, black guy walks and ask the greeter what the problem was, instead of asking me, the customer. He took a deep breath and said "come on" in a nasty tone. I started to say, "Excuse me?" But I gave him the benefit of the doubt and thought, maybe he had a rough day. I followed him to the register and told him that I couldn't hear my smart phone when it rings. He tells me that maybe I have too many text messages. I was like, what does that have to do with my phone not ringing? So I said, "No, I don't. There are only five messages." I explained to him that I have a one year warranty on the smart phone and I also said that I had been a customer for eight years so they should take care of me.

He asked me, "Why, was there a dust behind the screen?" I replied, "I don't know. You tell me. Samsung designed the phone, not me." I also told him that it was not damaged, none whatsoever. It was in perfect condition other than the fact that it won't ring. He said that he'll be back. When he walked back, he said, I would order you another phone but I can't do so because your warranty has been voided. There's a dust behind the screen."

So, by this time, I am already pissed. I said, "The phone is not damaged, the screen is not broken, and there's no water damage so you have to honor my warranty." He said, "No!" Then, I said, "But I have been phoning with you guys for eight years and this is how you treat me?" He said, "Yeah, sorry." I said, "The warranty doesn't say anything about dust. Please go get your manager."

Worst customer service!

Recently I had the most rude encounter with a corporate store manager who did not care about his customer service at all. I went in the corporate office at 9770 Atlantic Blvd in Jacksonville, Fl 32225 and was treated horribly and did not receive an apology or concern. I waited an hour in the store with only one person ahead of me and two customer service representatives. After still waiting in line to be called because both reps were busy, the manager finally walks out from the back and he apparently called my number but he couldn't have because I never heard him call my number, walks pass me and sits at a register and helps a group of thuggish-looking men who had only been waiting in the store for five minutes without even attempting to make sure he was helping who needed to be helped first.

One of the customer service reps said, "Your number is on the screen," and I said thank you, I didn't see that. But the manager was already helping the customers who had walked in five minutes ago. I explained to the manager that I was next and he acted as if he didn't care at all. He ignored me and said, "Oh well, I'll help you next after I help them."

I was furious because that was careless and wrong to treat someone like that. I asked for a corporate number in which he did provide and he did not want to give me his name, but he did go ahead and tell me his first name which was Marlon at Regency mall corporate store in Jacksonville, Fl.

Is it too much to ask for proper customer service? I am definitely ready to file a lawsuit against this company.

I went home to Hartford CT. The phone would shut off while trying to answer calls and reboot itself. I then drove for the 3rd time back to Waterbury,CT and the sale rep checked the phone and told me the phone wasn't programmed correctly. So since she claimed the phone needed that I let her do her thing, I took the phone home and the phone wouldn't play any media and kept coming up with an error response. So being fed up with the service, I called the MetroPCS store in Waterbury, CT and I said I was in your store with a problem with my phone and I would like to return my phone; can I return it in Hartford, CT because I hate running 45 minutes back and forth? I was told, sure you can do that. I got to the Hartford CT MetroPCS on 1200 Park St. just to be told that if they take my phone, it interferes with their inventory and they can't do that because someone did and got in trouble. So I should go back to the store where I purchased it. I got to the Waterbury store and I was given the runaround. Finally, a gentleman saw that I was frustrated at this point and offered to assist.

I was told to go to Metro PCS corporate store to receive a replacement phone. But store sales lead, Roland **, was very rude and treated me like dirt.

However, I called Metro PCS customer service to report an issue and they would not toss me back to a supervisor and then back to customer service.

Worst customer service on the planet.

My neighbor was having the same problem with not receiving calls, unable to text, unable to make outbound calls. She went to Metro PCS and they gave her a new phone. I'm not asking for a new phone but they should tell me how my neighbor was having the same problem, gets a new phone and the service is working in Hollywood. I'm right next to her and my service all of a sudden doesn't work in my home? Unacceptable!

Every time I call your people, I get the feeling you don't want to help! Verison is always ready to help in any way they can. You can't even contact your own tech support! (Or transfer me.)

I will not recommend you to anyone. If I could afford it, I would change back to Verison!

When I asked what they did to fix the problem (continuous lost calls every day, broken conversations, people can't hear us, reception is terrible, continuous lost signal from Gilroy all the way down to San Francisco), they keep saying that they are extending their coverage, but that my phone (Blackberry) should receive calls at all the locations I call from because that was what their coverage advertisement states.

Sometimes, my phone goes into this state where a recording states that I will have to pay for 411. The problems are numerous, and they do nothing to fix the problems. One manager at their 611 SOS Technical Department was incredibly rude and said that they aren't getting paid enough to deal with all the problems. I was shocked. I am trying to call my daughter right now to ask her to pick me up at work and the recording comes up saying, I have to pay to place my call. I tried again and a fast busy signal keeps coming up.

People say they keep calling me, but I don't receive their calls. They say that sometimes, my phone goes straight into busy tone. Even more alarming and crazy is that my phone is randomly calling 911 without touching my phone. I reported this, and the manager at 611 MetroPCS said that they will look into it, which they never did. I will be sending a complaint to the BBB as well. As soon as my daughter gets her first paycheck as a nurse, she will be paying for her own cell phone and she is dumping MetroPCS. I plan on doing the same--Metro PCS is horrible.

For 5 times, I contacted the online chat (I copied every text chat). I also sent a help email, as requested by the online chat rep, and sent it 4 times (including the copied chats). I was even referred to a local corporate store, in Kissimmee, FL; but there is still no shipping.

And now, Bill Float has canceled the payments because of it. I have never even received a response to my many email help requests. This is the same run around, as the Capitol One commercial with the Russian guy named "Peggy," except that, with Metro the person is called "Jessica".

I have been a loyal and paying customer, for over a year. Why is MetroPCS advertising a phone they won't sell? Sounds like the illegal "Bait & Switch" tactic to get me to buy the same phone at a higher price or a different higher priced phone. MetroPCS won't even offer a coupon code to offset the difference in a regular sale and the purple tag sale price, now that they have the Optimus online again(online purchase was out of the phones, until 2 weeks ago).

My wife's name, at that time, was Jennifer **. In case you need it, please, I would appreciate some help with this. I would like to keep Metro PCS as my company, but my phone doesn't work as it should and I paid $300 for a phone that you are now selling for $100. Please, at least let me get my phone replaced or fixed.

I want my account to be credited. I lost faith in the Metro dealer, its rules, and inconsideration, for a person/customer to change their mind about a purchase.

This man is very frightening to see, and I know they do use him for intimidation purposes. I have had to go back into that store so many times, and there are days he is not there, and others who help you are much nicer, or try at least to resolve your problem. He will only send you away with unresolved issues; make you return to them so many times before being issued another phone finally.

I had to return the first phone within a week and a half. I had to take that one back too, and get another replacement. I am now on my third phone, and it is just doing all the same things, but getting even worse. I have called the 611 number so many times, and the other number too. Recently, I found out no one has even documented any of my calls! At least I have all the dates, and names of all the people I have spoken with. I have been told so many different things; now I even know how to do a "hard reset", as I made the second person show me this, and I put it in my computer as he was saying it. This was the method he used to try fixing the second one-- before I was finally given another phone.

Then I was trying to get my message on Friday of September 2, and all of a sudden my screen went bright orange! This was a first. Then when I tried to go to one of the menus on my home screen, it was flickering so fast, and would not allow me to do anything, nor could I get out of that page. I then had to take the back cover off, remove the battery, put it back in, and the phone came back on--it was working again. The problems I have had with the phone are numerous and they are the following: it will not take incoming calls, does not ring when I get a call, will not download, I can't get the web, turns off by its self, I have to take the battery out to get it to shut down, so it will let me make calls, e-mail, when it shuts down by itself, won't turn come on, won't let me do downloads from the PC, won't send text or email, will not let me set up Gmail (on this cell), the camera settings do not work on this cell (very blurry) and the reception is more than awful.

If I could only include a recording of a conversation, or MESSAGE I JUST GOT LAST NIGHT FROM MY FRIEND, IT WOULD PROVE MY POINT AS FOR THE TERRIBLE QUALITY OF SERVICE THEY DO PROVIDE. That was not intended to be in caps, but I guess it might as well be. Just to get a point across.

I called customer service twice and I received different answers for this issue, one tried to blame the device, that it maybe too cramped with information that's why it's making my phone function slow.

I decided to take the SD card out and leave only one application to test if this was the issue. But as I saw it, that was not the problem because the phone that shows 3G is still faster in downloading, receiving information and making updates. I did this having faith and trusting the customer service agent. Then I updated the coverage by dialing *288, maybe that was the problem, I thought, but that's not it. I called again and what they told me was that Metro PCS did not have a 3G service which made me very discontented with Metro because they are trying to tell me that, but I have proof that they have 3G, on the palm of my hand!

Well, guess what? The rebate has been refused, because it was "purchased" after rebate period was offered. Wow! It is unbelievable, after being assured by both retail store and corporate. This is the second time this has happened to me with Metro PCS. There will not be a 3rd. Their "customer service" is more like "customers suck and let's take them for whatever we can, then deny everything".

I was unable to find an email address for this business in order to complain to them directly and couldn't get a real person either when calling their customer service number.

My phone runs faster with 1X now. I don't know if that is a network problem or it is my phone again but its starting to be frustrating when you have to wait so long for an application to load or a web page to download (if it downloads at all). My phone only works well on wi-fi when I'm at home. I can't watch YouTube videos unless I'm at home, which defeats the purpose of having Internet on the phone. Thank you for reading my problems.

So on Monday 8/22/2011, I drove to the El Monte location and told them what was wrong with my phone. The man there tried his best to help me but said that they didn't have my phone in stock and that they would contact me when they have it in. Being that it was a manufacture defect, I could only turn it in for the exact model. So I asked him if he could call the other location and see if they had it there. They did, so he asked them to hold onto it and gave them my name. I then drove all the way from the El Monte location to the Pomona location to pick up a new phone.

The employee who first assisted with my phone (Roseanna) took the phone and was trying to transfer my contacts into the new phone but my defected phone died. She went at the back; I don't know what was said or happened but the "Assistant Store Manager", Eloisa **, came out with Roseanna holding my phone. She told me that she couldn't replace my phone because it was in very bad condition and she just could not accept this phone. I was very offended and she humiliated me in front of the employees and other customers. I asked her why, because the gentleman at the El Monte store was about to help me replace my phone but they didn't have it in stock. I was about to explain that Roseanna was about to transfer my contacts but my phone died, and she rudely and loudly interrupted me saying that the phone was in such a bad condition that she wasn't going to accept it. She specifically asked the El Monte employee if my phone was in good condition and he told her yes and it clearly wasn't to her. She then continued to say how she would have to eat the cost and pay full price on the phone.

Needless to say, whether or not my phone was in bad condition or not, being in a management position she should know that you NEVER speak to your customers like she did. We pay our bill and bought our phone through their company and we should be treated better than that regardless of the issue. She isn't paying for anything the company would and she could have explained it in a more proper manner. My phone was in no way damaged in the way she was making me feel and that wasn't why I was turning my phone in. It has a manufactured defect to were it will not charge.

I then asked her for her card and the number where I can file my claim. The manager wasn't even wearing a name badge but walked out of the back with a smirk on her face like she thought this issue was humorous that she had made me feel stupid. She approached me from across the counter handing me the card saying here. Roseanna then was trying to explain the claim paper, but I was so beyond embarrassed I just took the paper and left. This action showed by Ms. Eloisa ** was completely unprofessional and wasn't appreciated at all. I only hope that this situation is resolved and if she does remain with this company or any other company, she is sent through training properly and taught how to handle situations in a professional manner.

This started last July 21st 2011 when I received a message in my phone telling me that it will be cancelled because it was out of network. I went to the branch in Hollywood to ask what is this message about and the lady who I talked with doesn't know anything about it so I asked for a supervisor to take care of this because I don't want no problem at all. She checked her system and told me to not worry about it and everything is fine. I left her office convinced that I took care of this matter until my son lost my phone. I went to buy a cheap phone and I was angry because I lost many of my contact.

On August 13th, after three days, I was working when my phone was disconnected and I assumed because that day I have to do my payment. So after my job, I went to the corporate branch office in Young Circle in Hollywood, Florida. I tried to do my monthly payment and he told me that my line was cancelled and nobody want to give me a reason for that. The lady from customer service want to give me a 1800 number to call because it was not in her hands.

I was so frustrated so I asked for a manager to take care of me and the man, who has insulted me, told me that he can't do anything about it. I talked with Mrs Landra and when I asked what happened, she told me that everything is going to be all right and even she doesn't know why my line was cancelled. They told me that because I went to Virginia for a month and I was using another line and no metro lines when I came back. This is kind of weird for me. I was a customer since 2003 and never had a problem with Metropcs. I was very happy with them until this and still I don't understand why they cancelled my line for more than a week.

I am completely angry and frustrated for more than a week of inconvenience and fighting to get my number back. Now I spend more money because I buy a phone which I only used for two days because they cancelled my line. I have a credit for twenty dollars when I was in Metropcs and they don't want to give it back.

Now finally, I transferred my number to another company but for more than a week, I was disconnected with no line and with no congruent reason, they cancelled my phone line.

I'm getting madder and before long, I was disconnected with her right in the middle of our conversation. Metro PCS is becoming more of a problem than anything. I just went in and fought with them as to why I couldn't receive picture message or log onto my email.

I dropped it for a month then had it reactivated and still, the same thing happened. I hope they give me another phone or replace it or fix the problem or I'll just drop them altogether.

I have been a happy Metro consumer for the last two years with no problems. I never thought hidden surcharges would apply.

After receiving message about the bill due twice in one month, I don't know what to think. I pay the same thing every month and never did I once thought that I get half my money on bill. I paid for my full 30-days of service and 30 days is all that I'm asking; 15 days is what metro gave me.

My career depends on my phone service. Please fix the mistake that Metro made. Thanks.

I have been a customer for 5.5 years but then they send me to the cancellation department. How rude.

After three days, I got a text message saying my phone is in. I called to confirm the phone was there, and only to get yet another VERY rude and VERY little minded representative. She proceeded by telling me very rudely, "Well, if you got a text, then it's here." I asked her to check, or else I will be wasting gas if it is not. She sighed and snapped, "Hold on.” She came back saying, “Yes, it's here”, and she hang up. Well, my next question was going to be, "Where is here?" After another 30 minutes of tracking down where exactly I am going, I finally arrived-- only to get a rude representative (SURPRISE).

I let the manager know that I am already not happy with the service after being hang up on. She did not even care! Shenitia (the representative) said, “That was me, and I didn't hang up on you!” So, my question was, “Hmm…you take how many calls, but yet you know exactly what phone call I'm speaking of, and you did not hang up on me?” The manager told her,” It’s OK”, and they giggled.

You can imagine my maddening unhappiness. I went a few counters down to another window, with the manager who continued the exchange, but I was not happy about it at all. She asked my son if he has contacts in his phone, and I stepped away to switch them over. She then started to hand me the old, damaged phone back thinking I wouldn’t notice. I told her this is the original part that broke. She replied with, "That's your old phone. I mean your new phone." Are you kidding me? I asked for a complaint form, and I’m given a form for dealers to complete, not customers! I would not recommend Metro PCS to anyone, and I rate them a ZERO!

We complained and he totally told us off. We ended up getting attended by the supervisor, who was really nice. But as I thought everything was okay, he charged us for activation fee and sent us on our way. When two hours passed, the phone is still not working. I ended activating it myself with a representative, and the store stayed with the activation fee.

I have sprint and I would never go to MetroPCS, no matter how cheap it is. Customer service in almost every location in West New York, NJ is extremely bad.

I returned the next day to return the phone. I was then told that they do not take back phones if it has been used for more than an hour, as a policy. At their suggestion, I bought a charge unit with another battery. But this battery does not even last as long as it takes to recharge the first battery.

Is this policy fair? Can I get an immediate redress? Can I get my money back or even another type of phone?

At this moment, I went to MetroPCS store twice to report the issue because I paid for the phone $318 and I am paying for the Internet service but I do not have Internet access on my phone. I also called the company and they just told me that they are updating the system. I paid for the service but I do not have Internet access. I am tired of driving to the store. Tired of calling them on the phone and waiting on queue.

Please help me to resolve the problem. I know other people with the same phone and same service provider but theirs are working okay. So maybe my phone is not good. Thank you.

By the way, the Metro Store just told me that the Internet on my phone is not working and I just have to keep waiting because they don't know how long it is going to be down.

I made sure she turned my service on because I made a phone call in front of her because I did not trust her on behalf of her attitude and un professionalism. She charged me $58.00 total but my bill was only for $45.00 she said the extra charges were for changing the due date and processing fee. She only gave me a reciept for the amount of $48.00.

After getting him on the phone he still would not give me his name. The owner mentions to me that he had the phones taken off the display when he received the price drop. Seems to me they are deceiving the customers, waiting for the rebate to expire. If these dealers sell phones before their release dates knowing Metro could possibly change the price, or offer instant rebates, this should be communicated to the customer. They told me this information after they sold me the phone at the higher price.

I felt so sad because of the negative account, no gas in car, no food, and now no money. He made me feel really bad. I then spoke with Jason who gave me a post office box address to contact corporate office. I hate being treated with no regard. I should have got on with T-mobile or Sprint but that is where I am heading soon. I sent a letter to the BBB to see what they would do. In this economy you should at no time ever really make someone feel as bad as I feel right now. There's no compassion for people. This is a billion dollar business and yet have no regard for the people who are fattening their pockets. I guess I really do get what I pay for. But anyone reading this, I rather go on a month to month payment plan and have great customer service than what I am getting from Metro PCS, Inc.

I paid and Jose activated it with my existing number, and told me to put my wet phone in rice over night and if I could get the phone to turn on, my stored numbers could be transferred to my new phone. I did and then proceeded to learn my new phone. I text a lot so I tried to text using the manual. The manual showed to space the same way as my old phone, but this new one would not space. Also to change ringers, volume etc. was a lot of steps which I still have not done at all... so time consuming. Well, since the phone would not space and I just had gotten the phone the night before, I took my phone back to Metro.

I had only used about 7 minutes, I had the receipt, box, everything. A different person was working. I told the girl I wanted to return this phone and get the one that was just like the one I had. She said it can not be returned or exchanged. I just bought it the night before. She said, “Is it new service?”. I said, “No, I have used Metro for a while”. She replied, “Then you can not return it”. I said, “But I have the receipt and it only has about 7 minutes, and the receipt says within 7 days, and 60 minutes or less of use on the phone.” She said it can not be returned because I had my existing number transferred to this phone. I said, “But the space does not work.”

This woman showed me how to get it to space, which even when she looked at the manual it did not space like the manual showed, it used a different button. I am thinking what else am I having trouble doing because the manual is wrong, it had the correct manual as the model on box. I just wanted a phone that worked without complications and I am thinking this is just not right. The receipt is useless, it says for brand new activation, all original packaging, etc. Well , this phone was brand new, of course it had to be activated, so brand new activation but it does not say anything about existing service.

Bottom line is, I would not exchange the phone so make sure you get in writing exactly what they mean before buying the phone. I am not happy at all with Metro at this time!

On June 9th, I called back and again I was told my refund was cancelled. This time they said they had no record of my payment. I was put on the phone with the financial office who had a record of my payment. I was placed back on hold and told I didn't receive a refund since my service was never cancelled. I was told if I cancelled it that day, I would then be able to receive my refund which I then did with rep # ** Shanika, who also told me they couldn't back date my cancellation to April 29th, the day I had asked to cancel originally. Then I was given a new case # ** by rep#**.

I was told that now I would receive my refund. I wasn't feeling very reassured so I called back the next day to check on the status. So on June 10th, I called and spoke to rep # ** who told me it was cancelled. Her supervisor never came to the phone. I was on hold for 40 minutes and then she told me due to the original rep's error in not cancelling, they would keep denying my request for a refund. Also once again, she said there was no record of my payment. She told me that there was no good reason for any of this. She told me that I needed to fax everything I had and my credit card statement to their treasury dept to resolve the matter and I would be able to receive my refund. I faxed everything that same day and I have never heard back from them.

My husband is a truck driver and was in IA; my daughter, who is a single mother of 2 small children in RI, and I was 200 miles from home when our phones were shut off. I pay my bill on time and regularly without interruption, and I have been doing so for a very long time! I find this unacceptable. That evening on my return to the area, I went to the Metro PCS Store at 1931 Tamiami Trail in Port Charlotte, FL.

I tried to explain to the woman in the store what had happened. She was very rude and patronizing. I paid the $5.74 and left. My daughter had contacted Metro PCS the day following the number change on her phone to let the CSR know that the number she had been given had been receiving calls at all hours of the night requesting "drugs"!

The CSR on the phone gave her a new number and apologized. She said there would be no charge for this number change under the circumstances. Luckily Metro PCS didn't shut my services off again the following day, as they did the first time. But they did charge me for the number change when I paid my bill on May 10. Rather than paying the balance of $106, I was charged $113.74. I tried to explain the matter to the CSR at the same Metro PCS Store, but of course, to no avail.

I paid the bill and asked for a number to contact Metro PCS to go over the matter with a CSR in full. I called the number and spoke to Jason (#703786). He spoke over me, was rude, and did not even give me the opportunity to explain the issue. This is no way to treat a long-term customer, not to mention very poor business practices. Something needs to be done about the rude customer service across the board, in stores, as well as at the call centers.

I have stayed with Metro PCS, only because my husband travels across the country as a truck driver and we have had fairly good luck in his being in a service area to either call or text. I have to say I am truly unhappy with Metro PCS over this matter.

On the 29th of April, my husband and I went to the store to return both phones but Andy, who is the dealer, refused to take the phones and instead, gave us an address to MetroPCS corporate store which is located at 83-01 Roosevelt Avenue in Jackson Heights Queens, NY stating that we have exceeded the one hour threshold of the phones so we can only return it to the corporate store.

On the morning of the 30th, we went to the corporate store and after four hours of waiting, we were told that Andy is an independent dealer so the corporate store cannot take the phones. The representative alerted us that he thinks Andy is buying time so that we will exceed the seven-day grace period. We then came to Andy and asked him to make some deals with us but he refused. My husband and I left the phones with him without any refund. So, I called MetroPCS to cancel the phone contract even though we have paid for one month.

On 03/13/11 I received two postcards in the mail stating that I was not receiving my rebates. Since then, I have been subjected to a literal run around. Turns out that the store was advertising and selling this phone with a rebate, when the promotion was outside of what the rebate center says the promotional dates are. I've talked to over a dozen "customer services representatives", and they will not do anything to correct the fact that they sold me a phone under the impression that I would receive a rebate. This is a classic bait and switch scam. I am out $100 dollars and feel cheated.

I decided that it was not worth all of this trouble to have a cell phone, and as a result, I went to the Metro PCS store, where I purchased the car charger, to return it and get a refund. Mr. ** told me that it was against his store's policy to give any kind of refund and showed me on the receipt where it states, "No warranty on chargers," which he said meant that no refund would be given. I did not even use the charger. It is in new condition. I asked Mr. ** for his district manager's name and phone number, but he would not give it to me. Please post this complaint and advise what I need to do in this matter to get a refund for the charger.

That is flat out illegal in my opinion. I called the police to report the problem. The person working at the store told the police that the first person who sold me the phone was new and failed to tell me about their in store policy of a $40 restocking fee. No one mentioned a $40 restocking fee. It is nowhere posted in their store nor any promotional flyers at the store nor on the Metro PCS promise. They showed it to me to assure me all was okay before purchasing and paying for the phone. The police was able to get a number from the store employee, which he said was for the corporate store. The police told me to call the store and see what happened. When I called the store the manager, Trena gave me the 1888-863-8768 phone number. She told me that they are the corporate office and that they are the one who can help. When I called the 1888-863-8768 number, they told me I have to go the corporate store in order to get help. It's because only in the store can they assess the condition of the phone as per policy and if in fact there is less than 1 hour etc.

I drove all the way down to Westburry. I waited for about 2 hours for the manager at the corporate store just to hear him say within his first sentence “there is nothing we can do because there is no policy in place for that.” And the manager told me that I needed to go to the store that refused to return the phone, unless I pay the $40. They told me to call the 1888-863-8768 number again. I need help with these people. They are bouncing me around like a basketball. I spent hours on the phone with supervisors when I called the 1888-863-8768 number. And all they keep saying is to go to the corporate store. I went to the corporate store and they say call the 1888 number and go back to the store where I purchased the phone. The store where I purchased the phone is the problem I told them.

I need help getting my money back. Metro PCS is giving me the runaround just so the 7 days pass and that they could say it is my fault and that I didn't do as they say. They also said that a manager would call me back. No one has called me till today and that is why I am reaching out to Customer Affairs. That's the reason that I have a police incident report, showing that I did what Metro PCS people told me to do. But I still got nowhere with them. I waited till Monday as they say, called the 1888-863-8768 number again as they say, and went to the Westburry store as they told me to just to get yelled at in front of a room filled with people. I got pushed out of the store by a woman there. She screamed at me from across the counter that they have no such contract policy. I pulled out my Metro PCS promise and asked her, “What is this for then?” I kindly stepped outside of the store. I called the police so as to get an incident number showing I was at the store and got abused instead of help.

They told the police the same story, that I have to go back to the store where I purchased the phone to get a refund. The police suggested small claims court since not only the store but corporate Metro PCS seems to be giving me the runaround as well. It's no wonder they put 7 days on their promise. That is perhaps their strategy. I had to work that day and guess what? I got to work late and got yelled at by my boss. Plus, my boyfriend broke up with me over this because I insisted on taking care of this right away and it was Valentine's day. He wanted to spend the day with me before going to work. These people have caused me a lot of grief over the past few days.

It is obvious Metro PCS does not follow through with their Metro promise. They have no interest in making sure that their store does it or at least warn their customer of such store to store policy not mentioned on the Metro policy. The stores don't tell you about their policy. They only show you the Metro promise. I want to be sure they stop doing this to their customers. A lot of their customer base are people who probably won't stand up to them out of fear because most are immigrants and probably do not know how. Metro PCS has to be stopped. I am just lucky to know about customer affairs. Otherwise, I too wouldn't be able to fight these people and they know that. When I told the manager I was going to report him to customer affairs for fraud, he told me to go ahead and hung up on me.

I hope Customer Affairs help me to stop these people from violating people like that. It is a shame what they are doing and how open they are doing it. Not in America! We cannot allow these people to get away with this. Please help. According to their Metro promise, I am running out of time and I believe that is their goal. Please help me stop these people from hurting and stealing people's money by lying to them. Please help all the other people who are not aware of customer affairs and don't know where to go by making Metro PCS do right by their customer by following the law and keeping their promise.

I want my money back from the overpayment. I didn't get the price of the $50 phones, nor did I get the free sim cards. The cost from them of two cell phones, LG MN240, was $99 x2 with -$50 discount, then charges of $19 x 2 with bill payment of $ 75. The subtotal was $211.00, tax was $11.92. The total was $222.92.

I contacted the main office and filed a complaint over the phone with Roger in San Diego. He said I’d be getting a call from someone within 24 hours. It has now been over 48 hours. I feel as if I was conned and bamboozled. This is unacceptable. I was shortchanged and would like my money back along with other appropriate action taken. I should just be given free phones after going through all this.

I spent too much money for bad service. And I have to buy another phone, because they told me they can't do anything. I'm paying. And I explained that the battery is not good, and that I paid every month and I can't use the phone for two months. For that reason, I buy a new phone.

Well, we left the next morning that was the 25th of December. We noticed that the phones had the wrong numbers activated. Since they were close that day due to Christmas, we came on the 28th of December to let her now the problem, also to let her now that the other phone was not working properly. She said she couldn't do anything and she was going to call the manager by the name of Joel. She gave us the phone to talk to him and I explained the problem and he was really rude and told me that if I didn't trust my wife or she had done something wrong that wasn't his problem.

I don't understand what my personal life has to do with this but his words could have caused problems. He asked his sales person to call security to escort me and my wife out. I felt harassed and offended due to this matter. He didn't fix the problem or try to help so this is the reason of my complaint. I feel he should have not to comment or say unprofessional comments that don't involve him. I will take this matter to higher attention. Thank you and I hope you could help.

I told her that it was not correct, I only have one line. She called the corporate office and she said that the problem should be resolved shortly due to a mistake at a one of the payment centers. She said a person accidentally paid my phone bill with a credit card and realized that it was the wrong number and took the payment back off (2 hours). I did not pay my bill at this location because I was very angry and she could not give me any info on the second line or when it was made or anything about this problem.

About an hour later I decided to send my cousin to pay the bill for me at the same Metro PCS. She paid a total of $45.00 for my bill. After patiently waiting for my phone to be reconnected it never came on. I called customer service and asked if I could speak with a manager, he told me the same thing that the store agent told me about the account. He also could not give me any info. He stated that I owe a balance of $45.00 due to the two phones on my account. I explained the situation to him and also gave him my confirmation number for the payment that I just made.

He looked up the confirmation number and saw that I have paid a total of $45.00 in my account. So I asked him why my phone is not on if you can see the payment. He said that I have to pay the full amount of $87.50 in order to restore my service. He stated that I was unable to get my money back, and my phone would not be turned on until this payment is made. He hung up in my face 3 times. I stayed on the phone for 3 hours trying to speak to a professional or someone who knows how to speak English. I have been getting the run around. Please help me because I think it’s an inside job. I’m a hairstylist. I work off my phone. My busy days are the holidays. I lost money due to the fact my phone was not on.

I knew the keys looked small but decided to try to work with it. I stayed at the store and fiddled around with the phone in order to get comfortable with it. I did not understand how to work the texting part and brought the phone to the counter to ask the rep to show me how it worked. Emmanuel immediately got indignant with me before I got the question out and told me that he is not messing with me with that phone right now because he didn't have time and I would have to come back in the morning if I wanted to return the phone. He said he was helping me by offering me a deal (even though I paid him $80.00 and only $50.00 was recorded on the receipt he gave me) I was in shock. I told him I just wanted him to show me how to text. He continued to snap at me. I reminded him that he was nice to me when he was trying to sell the phone to which he responded that he is a nice guy as he continued to nip at me. We were arguing.

I was so surprised with his behavior that I was shaking. I stopped talking while he continued to remind me that he was doing me a favor and I left the store. I went back in the morning as I was instructed to get all of my money back. After he went through the process of giving me my $80.00 back I asked for a receipt. He snatched the paper and said I am not getting anything. I told him that I wanted a record of the service being disconnected. He then made me a copy as he again started reminding me about how he did me a favor! At that point we began arguing again!

The other rep that was in the store jumped up and told me that I needed to get out of the store and started yelling at me. Whew. I could not believe how I was being treated all because I wanted to reactivate my phone. I was violated and disrespected. Mind you, I am an older adult and have high blood pressure. I did not need to continually be attacked by reps who were shouting at me pointing at me and laughing at me. They actually double teamed me! I need to know what I can do to have this incident reported so that no one else has to be mistreated at that Metro PCs location.

Neither did the supervisor an hour and four people later. Instead of finding their error, they again blamed me and the bank. I again phoned the bank and between them and I we found Metro PCS error. They had not entered the zip code which is mandatory to get the payment through and which they had been told last month. When I tried to call back on the 611 line, they had blocked it so that I could not call back and let them know what their mistake was. I feel that this company's business practices need a lot of work and their customer service and supervisory personnel need retraining. It's time for Metro to give some real caring to their clients, not the fake solicitude they are handing out now. As a senior citizen, it is imperative that my phone service is working. This is not acceptable.

There is no live operator to talk to. The physical store in my neighborhood says they cannot help me. I've phoned the closest corporate store, which is an hour away from my home, and no one answers the phone. I am at a loss while my money is being held hostage. I have no phones to use. What do I do?

On November 13th, I added my granddaughter to the account. I told the clerk that I wanted everything that my grandson account had but just wanted to add an additional phone. I knew that sooner or later their phones would either be lost, stolen or broken so I paid for insurance on both. Both phones are now stolen in school and I placed a claim with Metro PCS to have them replaced and I find out only one has been insured, that means that I would have to pay to have one of the phones replaced. I was totally appalled. I paid for insurance for both but the rep told me I only paid for one. I said, "That's stupid. Why would I only insure one phone?" They told me it was nothing they could do. I went back to the store where the phones were purchased and it is now closed. What can I do?

I will expect payment within 30 days or legal action will result. If legal action is necessary, you will also be expected to pay for legal expense as well as damages. I've had nothing but trouble with your company because of stupid problems like this and no communication with people. I do not talk to answering machines and do not appreciate my calls being answered by such.

I wasted over two hours on the computer trying to pay a bill, which should have taken only a few minutes. I feel that the problem was uncalled for and when I tried to contact customer service to remedy the problem, my call was answered by an answering machine and would not forward my call to a person. I'm asking for my time to be covered by Metro PCS due to their negligence in handling this matter.

After using this service a few day, when I was in the next town of Boca Raton, I found my service to be in roaming. I was unable to use the phone or even call for voice messages. I was informed by Metro that I left my "calling" area, which only a very small part of the covered area. To use roaming, it needs to be set up 2 hours early by dialing *28. So in other words, each day when I leave my house I need to set up for possible roaming and get charged all the roaming charges even if I am near my house. I travel all day in my job and this is not what I would buy if I had been told the truth. Can you help me?

There was no difference in my service so I took the phone back after two days. This is when I am told there is no refund on upgrade and when I asked to speak to the manager, I was told she is out to lunch and I would have to wait an hour. I asked the clerk to call the manager on the phone because I did not care to sit there indefinitely. There was another clerk in the store so I went to him and asked if I could speak to the manager. He then told me he was the manager and that he could help me.

I then asked him, why he did not say something earlier while I was talking to the other clerk. He told me he would take care of my situation, he proceeded to "fix" the phone. I explain to him that I did not want that phone because I did not need two of the same phone and if it was possible to fix that phone then that's what should have been offered to me in the first place. I then asked to speak to the manager again several times and was told that he was the manager. I told him I needed to speak to someone above him I was told he was all I need to speak to. I asked him if he was refusing to let me speak to anyone else and he told me out right "yes".

I am currently not working but need the use of my phone and believed that was the only way I was going to be able to get proper service. Now, they are telling me that I signed some paper for an upgrade when the only thing I recall signing was a piece of paper she asked me to give her my information on. I find their policy and behavior to be misleading. To me this is fraudulent.

Moral of story: bait & switch, don't be fooled.

3 days later, I saw my phone in an ad in the newspaper for $49.00. I pulled out my receipt low and behold, it's the same phone the ad said. You only pay $49.00, he did charge me the right price but I also paid for all the accessories things. I don't need the disk cost $49.00. The two packs are $29.00 each and the phone shield is $12.00.

I didn't ask for those items he made think it all came with buying the phone. I'm wondering how many people Metro has ripped off like this. That's a ** shame and he was so nice while ripping me off. Why would buy a disk to download music. I don't listen to music on phone. I want my money back. I got all my family and friends to switch to Metro. What a bummer.

They said I would have to keep the phone and that most people end up selling it on eBay or sites like it. At this point, we don't even know if the problem was because of the headset and for them to suggest this is so unprofessional (I hope you’re reading this David **, Metro District Manager). I am not in the cell phone business and it just is poor business practice to pass the responsibility on to the customer when it is their product or service that is unsatisfactory. They stick to their written policy regardless of circumstance so, buyer, beware.

I actually was allowed to put in a request for a refund on the service but was eventually denied because they don't refund service that is over a week. Apparently, the day I showed up to return everything was counted as the 8th day and not a week. To me a week is usually the same day a week later. I attempted to return the items on the 22nd before the time of day that I picked up the items a week earlier on the 15th, so if I'm not wrong 22-15 = 7. Apparently, they count the first and last day as a full day so they would get 8. All this is pretty much besides the point anyway as I think Metro probably has no intention on giving anybody anything as far as refunds are concerned. They use a lot of poor standards and bad business practices to stick it to the consumer so they can get away with keeping your hard earned money. If you are considering Metro, don't! Your chances of satisfaction are slim to none!

As customers we don't want to feel that we are given false information. When I informed Melissa of my wishes, she stated it is not her fault that it was priced wrong. My question to you is, if it is not her fault, whose fault is it? It is not the customer's, as we do not have access behind the glass. Melissa should have honored the price anyway. I requested for her manager's name and she told me she didn't have one. When I insisted, she provides me with Peter **, as well as her name. I then requested Mr. **'s card or phone number. She stated that he did not have a phone number and she had no way of contacting him. I paid for the remaining cost of the phone myself. We wanted to present the phone to the cousin that evening to allow her to take the phone back to college. We needed it that evening. I am requesting that the bill for Nicholas ** be adjusted and a refund be sent to my son.

So twice I've paid my whole month, and ended up with my phone shut off after only 9 days or so. Usually I'm not one to sign up for something just to complain about it. But after being put on hold for nearly 2 hours to sort things out with no progress I figured I should say something. The point is, save yourself some time. If you're thinking of getting a Metro phone, just don't. It seems their billing cycle is designed to rip you off and waste your time and nothing more. With that said, I'm switching service, and after telling my friends about this, most of them are switching soon as well.

After the letter was sent to me, I got a phone call from Samsung to tell me why I won't get a rebate. I told the person on the phone that I shouldn't be accountable for that error and they informed me that I would have to go to the store where I bought my phone to take care of the issue. I made several attempts to call the store I bought the phone and finally spoke to an employee. They took down my information and said that a manager would return my call, which never happened.

I went to the store and saw the person who sold me the phone ad, filled out my rebate form and told her the problem; she just walked away and didn't even inform a supervisor or manager. I left my information with a different employee who told me he'd give my information to the manager. More time goes by and nobody has contacted me. Recently, in September, I was at the store taking care of a phone issue I had and ran into the actual manager who told me that it was impossible that the situation that happened to me could happen and asked if I had proof.

I went back with the letter two days later showing that they did indeed promote the rebate that was over and all he said was that he'll make a copy and see what he could do. Still to this day, he has failed to do anything about it. I tried to have them do something about it but they are avoiding the problem and now I seek another way of this issue to be resolved. I know there are other people in my place they did this to and they might be willing to accept it, but I refuse to let them get away with it. I spent more money on phone than I could afford. I’m expecting the extra money I spent to be returned.

1.) It is not possible to have a direct phone line to technical support. You must speak with 3 people, repeat your date of birth, etc., to get to a tech person. It is the consumer who must ask for the tech person. At times I've been told misinformation and no tech support. 2.) You must buy a separate storage card to enable regular usage. I do not have very much usage at all, so for someone who uses it regularly it will be necessary in addition to the price of the regular phone. 3.) Technical support people usually cannot resolve an issue.

4.) They refuse to provide a direct phone number to technical support, even in cases where they see that there has been a repeated, continual problem with their product. 5.) Well scripted phone people say sorry for your trouble but refuse to connect customers with supervisors or anyone who can review the account after repeated calls over almost one year. 6.) On average, 3 hours is spent to rectify a usual problem. 7.) No credit is ever provided, even upon request for days of services not provided.

On the 29 of July, I called customer service to request a refund for the remainder of the billing period because I had no use of the phone. I talked to rep. Juan who put the request in and told me it would take 4-6 weeks to receive. I called back about the 5 weeks to check the status of the refund and was told it had been declined because Juan failed to cancel the phone out in their system. I informed the rep. that this had nothing to do with me. I did what I was supposed to do by calling in.

I then spoke to a manager named angel who said he would put a credit on the acct. for 37.50 just taking 7.50 away for the time that I had use of the phone (this was fine with me). He then said if I send the phone back to FLA (at my cost ttl of 40.00) and have someone put *228 option 2 in the phone it would work. When the phone got back to me it still did not work. I then spoke to manager Maddie who gave me the balance of 7.50 back and issued another refund ticket. She was the first one to full cancel out my acct at this time. She told me to give about 72 hours for a resolution, so I called back on the 3rd day and was told by the rep that my refund request had been declined.

I requested a manager and spoke to Larenzo who said it had not been declined but that it was approved but it would take 4-6 weeks to receive. I advised that I would not wait that long since I had waited since July. He then sent a email to corp. to request an expedited refund. I was told that from that point on, I would be speaking to someone at the corp. office about my refund and that they would call or email me within 48 hrs. This never happened so I called back in and talked to several different people who told me several different things. I spoke to angel again who said he would resend the email to corp. to give it a day or two and call back.

I called in 4 days later giving them additional time only to speak to a rep. who wasn't sure what to make of the situation. So I was then transferred to her manager Greg, who was the first person to tell me because my first request for a refund was made on day 5 after making my payment instead of by day 3 that I was not able to get a refund. I asked were is that listed and why this was the first time in 2 months that I had heard this info. He said it was listed with my start up package which I never received I only received a paper with my pass word and phone number on it at start up and he also said it was listed under the terms online which i checked and this situation is not listed nor is there anything about a 3 day limit for refunds.

I am going to continue to try and get my money back because I did not receive service from them. I have filed complaints with the FCC and BBB and will file more with any agency that I feel will help with the situation.

When I got my bill, it was $180.00; my Husband called Willy and asked him why our bill was so much. He was told because our son bought the new phone we are now paying $40.00 per phone except my son's which is a little more. He told my husband that we are no longer on the family plan and that we cannot get back on our plan because it is not available anymore. We believe Willy deceived my son and changed plans under false pretences.

My son said he would have never changed plans especially with 3 other parties involved. I went to the metro store with my Son, and Willy denied not mentioning we would be changing plans. I told him I am the main person on the plan, then why did he authorize my son to change the plan. He told me because he had all the information. I think my won got suckered into changing plans just so Willy can make his sale for commission, I'm sure. Also last week I drove my daughter to metro to purchase headphones for her phone, she had $10.00 on her and came out to get $10.00 more, and she said she got a $30.00 pair for $20.00. The sale was not rang up in the register, and was not charged any tax. I now have to pay an extra $50.00 a month which is going to be very hard in today's economy. I want the family plan back, I believed we were suckered punched in this deal.

Again, I had to get on the phone for a long period of time to yell. Then, they found the May payment. I had made enough double payments, so in July I had no bill. When I paid in July 2010 for August 2010, they yet again misplaced another payment. They have yet to find it. However, I am the one responsible for the fees to pay on my card over the phone with no chance of reimbursement. This may be a frugal way to go but the customer service is horrid! I should not have to treat someone badly to get them to do something. I do not want to yell to get things accomplished. I have been hung up on, and placed on hold for long periods of time. I am not allowed to speak with the billing department where the problem occurs. Now I have no way to recover my money. What a horrible way to treat your customers!

There is a lot of competition out there that offers the same services and we are the people, the real people the works for you. I'm tired of getting animated answers in machines that won't pass you or direct you to costumer services. I do expect an answer to this mail, if you please can change the dates of my billing at least. I have used your services for many years, but at one point for things like this I switch to boost and they send me an email telling me that they will give an extra free month of services, no strings attached in order not to lose a customer. I thought this was a noble and smart way to conduct business.

Then I bought an expensive phone from you and decided to take business with you and that happened on a day the was the 20th of that month. Since I get paid on the 3rd of each month, by the 20th sometimes I have no money left. It is hard for me to be without a phone and since I'm not asking for any money back or especial treatment, I expect the you do the right thing and switch my due payments from 20th to 3rd of each month. Please don't come saying that I have to break this contract and open a new one and I need to pay a new installation fee. That will be the ultimate thing to do. Besides, I don't see how that will affect you, I'm the one without the phone and the one paying the consequences. So please I do expect this complaint to be resolved. You have my email now and I will be expecting to hear from you. This stress is unbearable especially when you are a person with illness.

My daughter seriously needs her phone when I am at work and she needs to call me when she gets home or has job interviews and I am trying to see how come MetroPCS wants a person to pay a bill when their phone isn't properly working at all. MetroPCS needs to do something about this matter and they don't call you at all, and they just sit there and let the phone rang the entire day they are in the store the whole day, and this doesn't make any sense to me or others. How can you have all of these stores and you don't have a corporate store?

I sent back the phone the very next day it was received in its new condition. It was only removed and used to call Metro to activate. A few days later, I received an email saying that the phone was being sent back to me as it was water damaged and too many minutes were used within the return period of 30 days. I was totally confused as I could not have used minutes since the phone was not activated and I only spent less than 10 minutes on the phone with the Metro PCS rep. I waited for the phone to arrive and I was shocked to see that Metro sent me an old, beat up and damaged phone with the battery removed from its compartment. This was not the original phone sent to me and not the phone I returned.

As I was also in the market for new phones, I asked about the plans MetroPCS had to offer. He told me that there was no roaming charges with the 50 dollar a month plan; it has nationwide coverage and that the specials would run out the next evening.

I came back the next day, July 30th, and that was the beginning of my nightmare with your company. That evening, I was at John’s MetroPCS store for over three hours. It wasn’t because he was busy (we were the only ones in the store). I again asked him about the plans and he told me we had 7 days to check out the service and if we weren’t happy, we could return them. At that time, he said nothing about the one hour of talk time. He was on my phone an hour alone trying to program it. I purchased three phones. Two Samsung Freeforms and one LG Imprint. I was never given a contract on the 30th. I left with the three phones and a small receipt for $523.00 and 3 white pieces of paper listing information about the phone.

When I arrived home, we tried the phones. The grey phone didn’t work at all. The LG Imprint wouldn’t text, picture message or receive calls. And the red Freeform couldn’t send picture messages. I called customer service and I had to spend another hour getting the grey one to work. I also found out through that call that I would have to pick up the rebate forms and that I was overcharged. I called John on Saturday and told him what customer service said and that I was a little upset. He told me he would have the rebates for me and that I could pick them up when I got a chance. I found out the next day that my daughter called customer service to get her phone working and found out that a place I spend half my time has no coverage at all and that roaming charges are not included in plans. A fact I clearly specified with John the three hours I spent in his store.

I went back to his store on Tuesday and picked up the paperwork, and after two hours I was told that I would have to go to the corporate store in Westbury. Being as I work so many hours and it was so far away, this was going to be a problem. John gave me the rebate paperwork and shoved the contract in the back of all the rebate information. I didn’t even see it till Friday the 6th. I was very upset. When I got home from John’s store, I called customer service again and tried to get the mess straightened out. Again another hour on the phone, I was not happy with what Joy was saying about the phones. She had stated that I had to go to the corporate store in Westbury and that if they couldn’t fix it, I could bring the phones back on Friday for a full refund.

At this point, I had no other choice. I went to work and asked to have the afternoon off to take care of this problem. They complied and I headed to Westbury. It took me one hour to get there only to find out they couldn’t help me after an hour. Maria tried to fix it and again told me there is no service where I am. She told me that I could bring the phones back to the store I purchased them from on Friday and get a full refund. So I left very upset and took the one hour ride back home. Friday morning, I again went into work and asked for the afternoon off to take care of this problem. I arrived at John’s store at 2:45 PM. There was one customer in the store at the time.

John was trying to program a phone. By 4:30 pm, he still wasn’t done. I grabbed the two phones he was trying to set up and said sorry I have to close the store for 30 minutes. By this time I was very upset. I told him I was very patient and that I wanted a refund. I told him I wasn’t leaving without my money. He then asked if he could trust me and left me in charge of his store for 45 minutes. He left to go to his office in Lindenhurst and left me my son and the customer in the store.

While he was gone, one customer called, her name was Phyllis. She wanted information on a touch screen phone. I took her name and number and left a message for John. When he got back, he was still setting up the customer that was there when I arrived—that took another 45 minutes. In the last few minutes before that customer was done, another customer walked in. John put two fingers up and told me to wait. He then sold a red Freeform to that customer, programmed it and made we wait till he was done. When that customer was done, he then said he would see me. When I told him I wanted a refund, he told me, “No.” He stated that there could only be one hour of talk time on phones. At this time, he hadn’t even checked the time on the phones. I explained that I laid out all this money and still have phones that don’t work and told him to call someone else. I was told on phone that they would escalate it, but they didn’t. So all that money, all that time and still no service. I was lied to, cheated and had my money stolen.

To say I left unsatisfied is an understatement. I called my bank to dispute the charge. That didn’t work because John stated I signed a contract and that now it was eight days since I purchased the phones. So I filed a claim with the BBB and I plan on filing a complaint with the Consumer Affairs and Bureau of Consumer Protection. I am a lung cancer survivor with emphysema. I work 40 to 50 hours a week for my money. I do not take kindly when people steal my money. I am writing to you in one last ditch effort to bring this to a decent conclusion. All I want is the refund of the $523.00 I was told and promised by not just one, but four of your representatives.