Metro by T-Mobile Reviews

Now we roll around to the next month and they want to overcharge me. Now they say that I underpaid last month and I owe them an additional 60 bucks. So to be able to restore my service, I paid and yet they say that all the claim tickets placed to the treasury dept. have been closed and they owe me nothing; not even credit for all the times they cut my service after saying that my services were protected from disconnection.

# 1: Their taxes are 25% of the cell phone bill. They charge much more in taxes and fees than any other cell phone provider. I've had everything from AT&T to Verizon to T-Mobile to Sprint. I wouldn't be surprised if they are pocketing some of the fees.

# 2: Their customer service is absolutely horrid. If you ever had to deal with MCI Worldcom back in the day, and had billing issues with MCI Worldcom, then Metro PCS customer service is 10 times worse than MCI Worldcom customer service. If you have an issue with your service or your bill, it is almost impossible to rectify any customer service or billing issue unless you send an actual snail mail letter to corporate headquarters because they don't accept email and their toll free customer service staff is not empowered to fix any customer service or billing issues.

# 3: Their billing system spontaneously keeps changing the amount that's due so even if you are fully paid off until the next billing cycle, there is always the small chance that your phone will shut off because they decided at the last minute to add a few cents to your last month's bill. And I'm not joking. They will shut off your service for just a few cents.

# 4: Their technical support department is non-existent. If you have a technical issue with a phone, they will refer you to a Metro PCS store. But the people who work at Metro PCS stores have zero training. I am not joking. So naturally, the employees at the Metro PCS store will refer you to customer service. So if you read the reviews carefully, most people with technical issues simply are forced to cancel their lines due to simple technical issues that can be resolved by Metro PCS but aren't being resolved by Metro PCS.

I consider myself pretty smart when it comes to these things so I am still in shock that in the 21st century in the United States of America, a company such as Metro PCS exists. It is terrible what they are doing. If I was an investor, I would not invest in Metro PCS solely due to the terrible customer service and inaccurate billing. If a company can't even take care of its customers and bill them properly, do you really think that company has the ability to continue growing?

Free ear bud in box? Yes, you do get a free ear piece from MetroPCE, and not from a MetroPCS dealer. For example, if you bought a phone from Verizon, they offer mail in rebates or insurance. But when you receive it, do you receive it from Verizon wireless? No, you'll get it from a third party called Asurion, for the insurance.

When it comes to warranty, yes, you may have bought the phone at a MetroPCS store, but you have to go to a corporate MetroPCS office to get it replaced because they are the ones handling phones that are in need of replacements. The other MetroPCS dealers, thank God for them, otherwise, you will have to travel miles just to pay a bill. Basically, the MetroPCS dealers are there to help for the small problems, while the corporate store deals with the big warranty/insurance/free ear buds, etc.!

In fact, today, around noon, I pretended I wanted to pay to talk with someone so I said "Yes" to payment and the machine heard me say "No." Also, there was a MetroPCS stand in the mall so I asked them to send a message to the corporation. They told me "they don't speak to corporation." I wonder if they take money. So right now, my phone is off due to a mistake of mine, overzealous machines and no human contact and compassion.

Now it says, they want $3.95 plus a $2 fee for taking my money and they will only take a minimum $10 for the transaction. Now I to pay a total of $12. The recording says, "Thank you for the payment and your service will be returned within 2 hours." I wait 2 hours, no service. I then call the *611 and 1800-373-2876 at least 10 times and cannot get a live person or any help of any kind. I then call the local PCS Metro store and they tell me to wait 24 hours to see if the service comes on and then come to the store and they might be able to help me. They told me at the store, that PCS Metro's customer service is horrible and there is no live person or live chat to handle anyone's problems.

As of today, July 16, I have no phone service and I have paid a total of $77 to PCS Metro. There is absolutely no way to get a hold of anyone to fix my problem. This should be illegal. This is the worst customer service I have ever seen!

She went back down there and got her money back since she knew I would be okay. My service was restored and to my surprise, they disconnected my phone for non-payment and then was closed Saturday and Sunday. I have been so betrayed. I paid my bill, was also restored service and then got cut off for no reason. I need a service I can depend on. I love Metro PCS but my health depends on a phone for emergency. I even used another person's phone to call customer care and they couldn't help either. They stated I had to go to the place where I paid my bill. I couldn't do that because they were closed. I am so stressed out and crying most of the weekend for doing something right on my end.

Miraculously, my phone dried out a couple weeks later so on 6/15/09, I made my payment on the Metro PCS's website thinking my phone would be on until 7/15/09, then my next payment will be due. Well, I was wrong! My phone was turned off 7/3/09. The customer service couldn't handle the issue and when I went into the same store on 7/4/09, they told me the same. Basically, saying I was screwed out of my service and money for half a month using the scenario that if my TV breaks, would I still pay for cable? I said yes, but if my cable box breaks, I said no. Regardless of our back and forth conversation, I am still out of my hard-earned money and service that was paid for!

By the way, I was never told nor signed any contract saying that if I pay my full bill in advance, any different date that my billing cycle fell on, I would lose out on the additional money paid. The Metro PCS girl who didn't help me told me the same thing happened to another lady. Paid late, but she paid one day before her due date and the service was cut off the next day. She lost almost all her money and was also told nothing could be done. This is a scam and Metro PCS is taking hard-earned money falsely claiming to have no contracts when apparently, the billing cycle date is a secret contract where they will take your money if paid later than that exact date.

I gave him the credit card number, which is the exact same number as the one that expired, only with a new expiration date of June 30, 2012 and a new three-digit code from the back of the credit card. He held me on the phone for 20 minutes attempting to input it, said he was transferring me to someone else and hung up on me. I called back after approximately 20 minutes more of listening to telephone prompts and being kept on hold, and got a Metro PCS employee who took the exact same info, held me on the phone for about an hour saying the computer wasn't taking the card. I explained that card is valid and has over a $9,000 limit. She asked me the credit card number and expiration date over 8 times over and over again throughout the call from a Metro PCS call bank located in the Philippines.

After holding me on the phone, she eventually hung up on me without completing the transaction after I requested to be transferred to a supervisor. I tried to call back immediately and was placed on hold for an extended period of time so I hung up. On June 5, I called Metro PCS and spoke with an employee at 7:25pm who took my credit card number, expiration and three-digit code several times and told me the computer was having a problem and not taking the new card. The employee was very clear in telling me it was a computer error. I was held on phone for 30 minutes or more giving the exact same credit card info over and over again. I was eventually hung up on when I requested to be transferred to a supervisor.

On June 9 at approximately 5:00pm I was leaving work, attempted to make a phone call and received and instant message from Metro PCS that they disconnected my phone service due to non-payment. On June 10 At 6:15pm, I used my home phone to call Metro and spoke with an employee (Kim) who was supposed to transfer me to a supervisor because she could not figure out why Metro cancelled my service or how to input my credit card. She said there is absolutely no credit info in the computer for me...it is blank. She held me on the phone for 50 minutes and eventually hung up on me. I called back and waited for the "next available representative" holding for 30 minutes. I called back and spoke with Michael, who took my credit card info, and said he was having a computer error trying to input it.

Michael held me on the phone for 30 minutes, all the time I was asking to be transferred to a supervisor. He hung up on me. I called back and got Luis who said all my credit card info in their computer is wiped on. He took the credit card info, said he would re-connect my phone. I told I should receive a credit for the time that Metro disconnected my service since it was their error. Luis refused to allow a credit. I asked for a supervisor, was placed on hold and eventually hung up on. I called right back and got Katie. I asked her how I could be credited for the time I had no phone service due to Metro PCS's error. She says Metro does not give credits. I asked to be transferred to a supervisor. I was transferred to a man saying he was Mr. W.

Mr. W admitted the problem was due to a Metro PCS error but refused to allow any credit. I called back and asked for a supervisor and was connected to Jommel. He also refused to credit my account for the day on non-service. He stated this could show on my credit record as a late payment which I told him would be horrible since I am attempting to buy a house, and this was purely a Metro error since I called in early with a valid credit card, weeks prior to the expiration date of the one on file. He was adamant in refusing any type of a credit. My phone service was re-connected that night.

Each of the previous time when I spoke, gave me credit card number to each Metro person, I told them I wanted my account to be on auto-pay as it had before. On June 20th I decided to call Metro to see if my account had, in fact, been set up again for auto-pay. To my demise I was advised that not only was it not on auto-pay, but once again, all credit card info in my account was completely blank. I asked to speak to a supervisor and was once again hung up on.

Again, they say they will investigate further. I gave the Metro PCS customer service rep. the trace # and the reference # my bank shows to confirm they debited my bank account. Two days later, I get a text message saying the case is closed and that I need to pay another month's bill to resume my service. Metro PCS claims they have 24/7 customer service. I attempted to call customer service after hours. The automated system says it cannot transfer to me to a live operator at this time.

The female behind the counter in spite of my presence for approximately five minutes, carried on with a personal phone call as I stood there in her store, indifferent to my presence. Though annoyed by her rude inattention, I carried on about my reason for the visit. I explained that I was not allowed to make my payment and therefore being forced to arrive in person. This female advised me that several other persons had complained about the same problem and then advised me that I needed to pay a convenience fee if I wanted to make a payment there.

I asked why I would be made to pay such a fee when clearly I was the one being inconvenienced, having been made to appear in person to a payment center and standby while this person who claimed to be the manager carried on with a personal phone call. She then replied to me that her personal phone calls inside her store are not my business. With two other persons in this store watching this gross display of poor judgment in operating a business in Florida, I exited the store. I then contacted Ashley at the customer service phone number after an arduous attempt at obtaining a live human being.

Ashley advised that her supervisor was Abraham ** and advised me that in order to follow up on this complaint, I would have to write to the Corporate Headquarters in Dallas Texas and that there would be no one in particular to address. How is this possible that this business is allowed to operate with such flagrant impunity and with a lack of responsibility?

I called my mother on Mother's day and the call dropped about every 5 minutes. I was on the backside on downtown Los Angeles, in an open area in Vernon at a truck stop and the call dropped over 8 times in a one-hour conversation at 9-10 pm [so they can't say peak traffic for mother's day was an issue].

This is America. How much justice can you afford? I asked for reimbursement, a monthly discount in money for lost time on the phone and none has been forthcoming. Lost interviews, phone interruptions of service, a $132 ticket for talking on the phone while driving which would not have happened if I had the earpiece instead of holding the phone up to my ear while driving.

I called a store that pulled up my account and verified my balance was zero. Told me they would phone in the problem and my phone should be back up shortly (no more than 2 hours), that was 5 hours ago. I don't think I should have to take time off work to go into a store or corporate office (which has line out the door at every hour of the day). These people are cheating and deceiving customers and giving them no way to communicate. I travel 2 hours each way to work. I was suddenly without a phone to stay in touch with children or to deal with local emergencies or problems.

Using Metro PCS's voice response system is absolutely ridiculous. It doesn't ever want to let you speak to an agent, so that you can get what you need, and get off the phone. By the time I finally reached an agent, I was 45 minutes down the highway. The agent told me I had to dial *211 (or something like that), and set my phone system to "auto" before leaving the Metro PCS call area, after I authorized payment from my credit card, to put enough extra money on my account to cover the roaming fees while out of town. Roaming fees are $0.19 per minute, and she was charging an additional $2.00 to take my payment. I didn't complain, because this was a better choice, more feasible, and more convenient than trying to use pay phones while out of town, or calling home collect to check on my family.

After the representative took my money, she said my phone would be shut off, if I do not pay my June 2009 bill on June 7, 2009. I told her I had just paid my bill on June 1, 2009. She stated my payment was collected for May 2009. I asked how they could take my June payment for May if I didn't have phone services for May. Her reply was, because they didn't cancel my phone number. The representative also said that if I called them instead of using the internet to make my payment, they would have re-set my payment date and this would not be a problem.

I was driving on a freeway, and had 3.5 hours to drive, so I needed to address this matter later, and asked her if I could call back and speak to a supervisor. She said to just call the same toll free number I originally called. On the 7th, while driving back home, Metro PCS cut off my phone, and I wasn't aware of this until I reached one of my normal stops along the way. I tried to use *611, which did nothing but get me back into the voice resp. system, and no matter what I selected, it was not going to provide me a live person to talk to.

Finally today, after several attempts, I finally reached a live voice, but before I did, the voice response system kept telling me, "oh oh, looks like you didn't pay your bill on June 7, 2009, so your phone has been temporarily disconnected". After reaching a live person, representative number **, and after telling him my story, he stuck with the story that even if their system turns off my phone for a month, they still get to collect for that month, because they didn't cancel my phone number.

I asked him to transfer me to a supervisor and was eventually sent to Jake, supervisor number **. Jake repeated the same words as his representative, and I used the same argument, that Metro PCS does not have contracts, and that they cannot collect for arrearages when they turn off your service. A service based company, such as PG&E, provides services and bills you for that service, so they have the right to collect for every service they provide in the past, but Metro PCS collects in advance, so when I pay in June, I expect my payment to be applied to June, not applied to May, when I didn't have a service. Supervisor Jake, did not agree with me, and instead said I am refusing to pay my June 2009 payment, and that I can cancel my contract with Metro PCS and sign a new contract to get a new phone number, have a different payment date, make another advanced payment, and pay a connection fee.

I use my phone to stay in constant contact with my three teenagers, my 25 year old son that lives far away, my mother who has Alzheimer's and lives 3 hours away, and my business associates. I am a single mother trying to stretch my budget, so having a company wanting to take advantage of me like this is not something I take lightly. I don't know why the supervisor would not adjust my payment date to reflect my June 1 payment as a June payment, but I told him that treating long term or any customer like this is going to eventually cause an attorney to take notice, and file a class action suit.

The supervisor was unconcerned, and continued to tell me that I needed to make another payment, or I would continue to have no phone service, and the next month, my phone contract would be cancelled. I asked again, "What contract?" Their commercial on radio says, "No contracts, no catches!" Talk about false advertisement. If I make another payment now, I'm out more than $100, and I didn't have phone service for the month of May 2009. How is that legal?

When I have questioned the agent in the past month about my bill and that I bought this service contingent on it having one month free, she completely disregarded my comments. I could hear someone was coaching her as I was asking her questions. She (the only time I've actually gotten a live person) gave me my so-called account number and passcode which are neither recognized online.

Pure insanity. I have up to the 15th of each month to pay my bill but can't even talk to someone to get the correct account number so I can pay online. Otherwise, I have to drive down into the San Fernando Valley and be charged up to $3.00 on top of what I owe for my service. I have been trying to reach an agent for two weeks now and again, I got put on hold for over 15 minutes when I called the 714 number listed above.

I was told on the phone that it can be replaced, but when I reached the store, I was given a different story. I was told I would have to leave the phone for 3 or more days. They don't have it in stock and I could not get a temporary one until I get the phone fixed. And it's not their problem. I left the phone and called back pretending I wanted to buy the same phone. I was told by the salesperson that yes, they have it in stock.

We contacted Metro PCS to see the problem and they said the number was never fully ported. So my husband stated that he would rather keep T-Mobile to prevent the complications and wait for the port. So a rep from T-Mobile was on the phone and also a rep from Metro PCS was able to get my husband's number back to T-Mobile, which he currently has right now. I have called Metro PCS letting them know my T-Mobile phone number as well is still active, so there has to be a problem with Metro PCS' system. They stated that Metro PCS have 2 porting systems - one system shows that port complete and other system shows error. I have continued to call them letting them know my T-Mobile phone is working and my Metro PCS phone is not letting me receive calls; I only get text message from Metro PCS customers on my Metro PCS phone and everything else comes to my T-Mobile phone.

I called Metro PCS and spoke to a rep, who gave me her supervisor John. He did not know anything about porting, but worked in the porting department and accompanied me on the phone. Clara from T-Mobile told John that, "It's a simple fix. Marie just wants to have her number back to T-Mobile." John said they will file a request for me and have it done in 24 hours. I called Metro PCS back the next day. A rep told me they see no notes from John in porting department and also no trouble ticket have been filed. I kept my cool because working for customer service problems like these can arise if one person does not complete their job description. I continued to call until today, 4/15/2009.

My T-Mobile phone was still working and I called Metro PCS to make sure my number is not showing in their system. I was given the runaround back and forth by a rep named Roberta, until she understood the problem that my number never fully left T-Mobile. She did state to me that she needs to speak to her supervisor and have her release the number fully back to T-Mobile. I was on the phone with Roberta for well over an hour to resolve the issue. All of a sudden, my T-Mobile phone stopped working and also my Metro PCS phone was already off. I asked her what did she do and she stated her supervisor made a mistake. Instead of releasing the number back to T-Mobile, she corrected the issue with Metro and now both phones are not working. She stated she was extremely sorry and wanted to resolve the issue, so she needed to contact customer care to restore my line with Metro since I should not be responsible for service I was not able to use. She transferred me back into the automated system.

I called back Metro PCS today, 4/15/2009, at 8:52PM and spoke to rep George in customer service. He was telling me that he can't restore the line since he is only limited to what he can do. We were going back and forth until he put his supervisor on the line. I must say he was the worst person I have spoken to. He stated his name is Alex (ID #**). He said how can I help you. I explained to him the situation. He stated that, "You have 2 options - wait for the number to cancel or you can pay the bill." He stated that he will not be restoring the service because I have not called enough to resolve the issue. He said when I called back in 03/07/2009, when I activated, I should have told them my phone was not working - which I did.

I went back and forth to the store at Metro PCS to resolve the issue. He said that he can't do anything. He said he doesn't care who I call and who I try to contact. I need to pay the bill. He was laughing at me and also said that I caused these issues upon myself. He was so rude that he even caused me to cry. I told him when I call a company to resolve an issue, I need the issue to be resolved on one call. I should not have to step away from my busy schedule to resolve issues that Metro PCS created. I also stated to him that I am not going to pay for service that was not provided for one whole month. I stated, "Alex, you need to have this line restored or credit my account because up until calling Metro PCS today, my phone was working."

I said, "Alex, my son is an asthmatic. I suffer from anxiety and also pregnant. I can't wait any longer to have my phone turned on." He stated, "Well, pay the bill." I could not believe it. I told him I will be writing to the CEO of the company and also wanted to speak to his supervisor. I said, "But Alex, before you transfer me, I need to have your supervisor's name and ID number where I can document this case." He said no problem. Can you believe that he transferred me back into the queue and gave me the activation department. I was holding for 15 minutes and no one picked up. I have never ever felt like another number. I told him all he had to do is restore the line and I will have T-Mobile fix the issue by morning because of the error Roberta created.

He kept saying, "No, I will cancel the number completely or pay your bill." You never treat a customer like this. I am giving you all 7 days from today to respond to this email or letter, or I promise (oh help me God) I will contact a lawyer. I can guarantee, with what's documented in my account, that this will not be a hard lawsuit. I am tired of the hassle and inconvenience that this caused me in my life. It's very unfair and I want this resolved immediately because I feel that if you can treat a customer like this, more than 2 in one day, all your reps that you hire are not committed to be there for their customers.

I left, went ahead and called Fullerton before driving all the way over there. A lady answered and I explained to her what was wrong. I asked her if they had that phone there. She said, "No, we don't. We won't be having that phone until mid-April." I was disappointed due to the fact that they have all this Metro PCS stores in the city and were not even helpful at all. Pretty much they said, "Oh well, you have to wait." I went ahead and purchased another phone - the same one. I spent $220 more and once I purchased the phone, I found out that Metro PCS is not even going to reimburse me for the other 220 lost for the damaged phone that I only had for 3 months. I do not think that this is right what they are doing.

Enterprise rental is claiming that they have called me several times to return a rental. I never recieved any such calls and I need the call history to prove that. AS such, until I can prove that, I owe Enterprise $245

I am looking to get another company right now. Just let every body know about the service as long as I live. I will not pursue anything else except will keep complaint until they bankrupt. and will not event call any body that use the service or even do business with any company that use their service too. that't how far I will go. I don't support dishonest people.

Lost $324 dollar for the phone.

I have sent emails and made several phone calls in regards to the product and to date have gotten no resolution. No to mention the bad customer service that i have recieved from the associates who work for the company . they rudely answer the phone and when they cannot find a solution they would disconnect the call.

I went to the store to get a new replacement charger for the one that came with my phone and the representative told she did not have one to provide to me at the present time . she did not take my name or number to call me back and i now have to make 2nd trip to the store to get the matter resolved. I have called the company about my bill and tried to register on line and that was not helpful. I am at my wits end with this matter and would like to get some resolution to it.

This resulted in me not able to use my phone as effiently as promised by the company . i am still trying find a solution to this matter . I think the company is not stable and is not able to provide the level of service that customers would receive.

I need to be abe to contact different government establishes. I am on a limited income. HELP!

Emotional stress to drive up there, stand in a line, talk to them and they are never responsible for anything, they just say the service will start after 24 hours.

On November 24th, 2007 at approximatley 1:00pm, I went to this Metro PCS dealer and attempted to return my phone, however the sales associate told me that he couldn't give me a refund because, he didn't have enough money in the cash register and his boss wasn't there to approve it. The sales associate told me that his boss, who he reffered to as Tony, would be back in an hour and that the boss would be there until closing which was 8:00pm and he proceeded to tell me to come back at a later time to handle the matter.

I went ahead and came back to the Metro PCS store at approximately 7:30pm that same day. The same sales clerk by the name of Juan told me that the boss, Tony, had left for the day and that's when I told him that the store policy did not stipulate that Tony had to be present in order to honor its terms and conditions. Juan reassured me that Tony would be there for sure on Sunday, all day. I went ahead and called before making yet another trip to the store and asked for Tony and Juan told me Tony had just left to the bank (on a Sunday?) and would be back in half an hour.

I waited 40 minutes and called again, and I was put on hold for about five minutes and hung up on. I called right back and I was told Tony was still not there. That's when I proceeded to tell Juan I feel like I'm getting the run around. Please tell me if I am getting the run around, so that I can stop wasting my time and take legal action. Juan then said, If you're gonna give me attitude then you can call again at some other time, and hung up on me as I was telling him that I wasn't giving him attitude, but a fair warning.

On November 26th, 2007 at approximately 10:50 am, I called the regional office for Metro PCS and told them what was going on. They said they would take care of the dispute for me and call me back, which they never called back. At 2:30pm that same day, I called the Metro PCS authorized dealer where I purchased the phone and asked for Tony one last time and again the girl on the phone said he was not there. I then called the regional Metro PCS regional office and spoke to Dave, he already knew about my situation, he put me on hold, and when he got back on the line he told me that he had just taken care of it and that there was an envelope with my refund inside waiting for me at the store.

Dave said, if these people give you any attitude whatsoever or any problems, you call me on the spot. I went ahead and went back to the store to get my refund. At the time when I arrived the female was standing behind the cash register doing nothing, but giggling to herself like a crazy person and Juan was tending to the only other customer present at the time. I walked up to the counter and Juan Carlos in a sharp tone told me to have a seat. I waited and when the customer walked out Juan just looked at me.

I walked up to the counter again and Juan Carlos asked, Ok, so what do you want? I said, What I have been wanting to do, get a refund. That's when the other female sales associate came around behind Juan Carlos and stood in front of me put her hand on her waist and said, So what's the problem?! Were you not getting any coverage or what? Why did you have to call the regional office and complain about us? You didn't have to do that you know. I don't know why you're making such a big deal about $75!

I then asked to speak with a manager to explain that I needed my phone back because I had over 100 of my client's telephone #'s stored inside, the manager told me that they would have to hold on to the new phone while I wrote down the stored telephone #'s onto paper.(let's keep in mind that I was told by the store clerk and the manager that they could not get my old phone to work or even to come on) I told them that I never had a problem with my cell phone ever, and why can't I just keep it until such a time it stops working and could I just buy my battery and call it a day...

I was told that my old phone and already been changed over and I could no longer use it to make calls.... I was not even given any instructions on how to use it or warrenty... I did not know if this phone was new or used, all that I knew was that it looked the same as my old phone and I was told that I worked the same... So I drove home, and I start to reprogram the phone with my client's telephone #'s and I discover that this new phone dose not have the same feature as my old phone, mainely the voice-activation feature...

so I called back to the store (only to get a message center that was full and unable to take messages)... so I called customer service, and was told that they don't handle custmer complaints, and that I would have to make my complaint at the store that I have the complaint with... so that following mondaym I went back to the store and told them about this phone not having all the same feature,and I wanted my old phone back, I was told that my phone was sent back, and I was told that I would have to complain to the corporate office (keep in mind that a consumer can not call to the corporate office, and that I can write to them at po box 601119 dallas tx. 75360)