Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased two phones today. We were told it was an upgrade from our old phones. We discreetly told the sales person that I had sensitive files on the phone pertaining to a open court case. She stated everything would be transferred over and to not worry. We quickly found out after we left that these phones are in fact not upgrades. We went from 5G to a 4G, less storage space, and less battery time. The manager was rude and refused to follow the return policy, claimed it didn't apply to this transactions because they were upgrades. My mobile data won't even work!! She told me if I returned to the store the files that were not transferred from the old phone would be transferred with the help of the staff. When I got there the employees were rude, laughing in my face, talking about me in front of me, laughing while telling me they already did a factory reset on the old phone, then told me I couldn't have the *** card back because it had already been disposed off. These were audio files that were an important part to a case. My husband and I feel like metro took our money, intentionally reset the phones before arrival to fix the issue, and are now scamming is by giving us down graded phones not upgrades phones.

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been denied a refund for services not used during the time that I have had an issue with my phone being black listed out of no where and no one knows why. So I had pre paid in advance for months of service. Well I never used it and never got a refund. The amount is for 99 dollars total, plus my phone issue is still a problem . My number for metro use to be *********o ************************* is the account name. This has been on going since July and have already filed one complaint

• Initial Complaint

  Date:08/24/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, August21, 2022, I went to the Metro PCS store located at **** ********** *****, **********, AL *****. I wanted to purchase the Samsung S21 FE but the salesperson, *****, talked me into purchasing the Samsung A53, stating that the price tag was lower but the performance was about the same. Since I am a current Metro customer, this would be considered an upgrade. I asked *****, what is the return policy? She stated that it was 14 days, but then she changed and said that I needed to bring it back at the end of the day if I wanted to return the item. I purchased the *** with the knowledge that I could return it. Approximately 1.5 hours later, I returned to the store and told *****, that I wanted to return the phone and get the S21 FE and that I would pay the difference. She called the manager, who stated that I could not return the phone because it was an upgrade. ***** told him that I had only been gone for an hour and the phone was still in excellent condition. I called customer care while I was in the store, and they told me I could return the phone. The manager told ****** that Customer care can’t tell him what to do because he was a franchise. His answer was a firm no. I asked *****, why did she tell me I could return the phone if it wasn’t true. She stated that she didn’t know that was the policy. Had I known that I could not return it, I would never have purchased the *** with that knowledge. I would have just gone with the S21. The manager told ***** to tell me the district manger would contact me on Monday, which she did not. I went back to the store on today (August 22) to speak with the manager, ****, in person. He told me “she said there is nothing that could be done”. I asked him who the she was and he stated that it was Metro Customer Care. The manager was unrelenting and would not work with me. I told him, he should train his employees to not give erroneous information to the consumer if they are unsure of store policies.