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Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Metro by T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4,176 total complaints in the last 3 years.
    • 1,237 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am filing this complaint with metro pcs because I have exhausted all other options in resolving the issues I have with my phone. My phone has not been able to send text messages out to people since June 29th. I have contacted Metro pcs several times already about this issue but to no avail. I called in and contacted them on July 1st on twice, July 2nd/ also went into the store, and today July5th. I've done several different trouble shooting methods such as reset network settings, cleared cache/data, and on July 2nd they created 2 seperate tickets for a department to send some type of refresh to my phone. The first ticket number is #********. I was told I would receive a email after they did this ticket in the morning but never got anything and my phone still was unable to send texts hours later. So I went into a Metro store in ************ to explain my situation and hopefully get a solution. The lady at the store didn't do anything but call the same customer service number that I've already called and explained my situation. They ended up opening another ticket for them to send a refresh or update to my phone and the ticket number is #********. The lady told me to cut my phone off for 2 hours and within 24 hours my phone should work again. But 24 hours later I was still unable to text. So today July5th I called in to speak with a supervisor named ****. I explained my situation to him and he seemed to show no type empathy to my situation. He was also rude and I asked to speak with a manager since he wasn't trying to listen or assist me. He put me on hold for ********************************************************************************************** This entire situation has really been frustrating and at this point I should be compensated with a lower bill for this texting inconvenience. Also, Metro pcs are offering a free A36 5G phone for new lines right now. I think Metro should let me get one of these phones for free since my text service hasn't worked.

      Business Response

      Date: 07/15/2025


      July 15, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23559238

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 5, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customer's concerns pertain to issues with outbound text messaging.  T-Mobile investigated these concerns accordingly.

      T-Mobile is always working to improve its coverages. Although the coverage map at **************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.

      Metro by T-Mobile cannot guarantee coverage in all areas, and indoor coverage can never be guaranteed, as coverage is highly variable and is dependent upon many factors.  Our Terms & Conditions available at ************************************************************************* and states service is limited to the operating range, spectrum, and capacity of our roaming partners wireless system in a customers service area.  T-Mobile has verified the address provided in our customers correspondence to your office and our review shows it to be in an excellent coverage area with strong signal in the available LTE and 5G bands, and no currently reported outages.

      On July 14, 2025,our office contacted the customer, and we were able to reach an amicable resolution.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

      ******* *****
      Executive Response

      Customer Answer

      Date: 07/15/2025

       
      Better Business Bureau:

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

      Sincerely,

      ****** *******

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 May 7 of 2025 I called T-Mobile to have my service terminated and sent and pour my number over to spectrum we went through theprocess. They gave me a pin number and everything to put the number with spectrum spectrum has my account activated they own the number now everything went through successful on and T-Mobile is still telling me as of May 7 that I have an account open over at T-Mobile watch has the same phone number that I have now with spectrum they refuse to close the account now spectrum is telling them that they have the number they own the number And that this number was ported over as of May 7 T-Mobile is refusing to understand refusing to disconnect my service still have me as with them and I dont know how to get past this. I have required a call. I have spectrum representative who called and tried to resolve thiswith T-Mobile and were getting nowhere. Would you please contact me?Thank you very much and have a blessed day.

      Business Response

      Date: 07/09/2025

       

      July 9, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:Your File Number: 23544563

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 1, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer may have experienced regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, we have determined the customers concerns are pertaining to billed charges associated with their account.

      T-Mobile confirmed the account was activated in June of 2021, and had several voice and Mobile Internet lines of service.  In May of 2025, the customer cancelled several of the lines of service, and requested to port out a voice line of service.  At that time, the customer was provided with all the applicable account details to complete the port.  However, due to an inadvertent error, the T-Mobile account did not reflect that the number was ported out, and as a result, the voice line continued to be billed for the associated rate plan.  Please note, this has been escalated to our number transfer team to correct the issue and remove the line from the account.

      T-Mobile contacted the customer on May 8, 2025, and advised them of the above information.  T-Mobile is pleased to report we reached an amicable resolution to our customers concerns.  Additionally, we provided the customer our contact information should they have any additional questions regarding this matter.  

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.

      **** *********
      Executive Response

      Customer Answer

      Date: 07/09/2025

       
      Better Business Bureau:

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

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:07/01/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was a T-Mobile customer for over 14 years. I was on their program called Pay As You Go. Yesterday I called them to make a payment as I had no service on my cell phone. They accepted my payment of $44.75, but still no service. I called and found out that their Pay As You Go program was discontinued. I was not notified of this, and yet they took my money. Calling them is like talking to walls. They keep asking for my pin number and considering the fact I've had this account for so many years, and I'm 82 years old, I have no idea what my pin number is as i've never had to use it. They also claim they have no info about my email account which shows up on their website. The charge of $44.75 cents was taken out of my bank account and now I don't have T-Mobile any longer but they are refusing to refund my money.

      Business Response

      Date: 07/08/2025

       

      July 8, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      ****************************
      *************************

      Re: Your File Number: 23542633

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated July 1, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to the expiration of their rate plan, and a payment refund request. 

      Our records confirmed our customer was on a prepaid Pay As You Go rate plan.  As of May 9, 2025, T-Mobile began to notify customers that we will be simplifying our prepaid rate plan options.  Beginning June 20, 2025, customers will no longer be able to use our pay-by-day and pay-by-minute prepaid plans.  Once impacted customers finish their current month of service, they will need to select a new plan to maintain their service with us.  Although these plans are no longer available, T-Mobile offers a variety of other prepaid plans to suit customers needs. Customers can explore our prepaid options online at ************.

      Our records further reflect in June of 2025, our customer remitted a payment to their account, which applied to their available service balance.  However, as the Pay As You Go rate plan had been discontinued, our customer remained without service. 

      Please note T-Mobile takes account security seriously.  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their T-Mobile handset.

      Our office contacted our customer on July 7, 2025, regarding the above findings.  To amicably resolve this matter, a refund for the payment remitted in June of 2025.  Please note, it can take up to 10 business days for the refund to be available for withdrawal. 

      Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.  

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,
       
      T-MOBILE USA, INC.


      REP NAME
      Executive Response

      Customer Answer

      Date: 07/08/2025

       
      Better Business Bureau:

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

      Sincerely,

      ***** ********-******

    • Initial Complaint

      Date:07/01/2025

      Type:Billing Issues
      Status:
      Answered
      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 am filing this complaint against MetroPCS (Metro by T-Mobile) due to their continued failure to resolve ongoing service issues and refusal to issue a credit to my account after multiple complaints.Despite contacting MetroPCS customer service on three separate occasions, I continue to experience poor service including dropped calls, no signal in areas previously covered, and extremely slow data speeds. Each time I reached out, I was told the issue was being investigated or escalated. I was also informed that a credit could be issued once the service problems were confirmed. However, no credit has been applied to my account.I made my third complaint on [insert date], and was again told that someone would follow up, but I have not received any response or resolution. This lack of accountability and failure to provide the service Im paying for is unacceptable.I am requesting that MetroPCS issue a full credit for at least one month of service, as the quality has been unreliable and I have made a good-faith effort to work with customer support multiple times without resolution.Desired Outcome:I request that MetroPCS issue a credit to my account for the month impacted by poor service and provide confirmation that steps are being taken to address the technical issues affecting my coverage.

      Business Response

      Date: 07/09/2025


      July 9, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23542164

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 1, 2025, regarding the account referenced in the above-mentioned file number. 

      T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond.  Our customers concerns are pertaining to coverage and an account credit request.  Metro by T-Mobile is always working to improve its coverage.  Although the coverage map at **************************************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  There are several factors and conditions that may interfere with actual service, quality,and availability which is explained within the Terms and Conditions of Service and can be found at ***************************************************************************************************************; Metro by T-Mobile has verified the address listed in our customers account, and our coverage maps reflect it to be in an excellent coverage area with no known issues. 

      Please note that amounts paid for prepaid service are non-refundable, and no credits will be provided for outages or concerns related to service issues.  Accordingly, T-Mobile respectfully declines our customers credit request.  More information regarding our refund policy can be found at ***********************************************************************************; ********** contacted our customer on July ******, although our efforts proved unsuccessful. We provided our customer with our Customer Cares contact information via voicemail, should they have further concerns. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE


      ******* Kazusa
      Executive Response

    • Initial Complaint

      Date:07/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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've been a loyal metro customer for the last 5+ years. Upon checking my bill i noticed I'm being over charged and have been being over charged for the last year and a half. Metro also offered me a 25/month add a line plan on thurday, june 26th, and will not honor that, nor the pricing for the billing online which is 30/month. ******** (2025) and Ivy ( 3065) both gave me different stories as to what could have happen then ******** refused to honor the online pricing telling me that isnt true. My bill should be 78/month according to ivy, and 89, according to ********. Going back to jan 27th , 2024, my bill went from 66 with insurance to 101 with the two lines. They moved my line from the 60/month plan to the 65/month plan. He said they cannot go back and look that far and then immediately told me what my bill was in 2019. At no point when adding the line the the in store worker say that he was upgrading my plan. In fact, i lost access the amazon prime benefits they offered for over a year. I even just tried to add another bring your own device plan its its now 30/down and 30/month.

      Business Response

      Date: 07/07/2025


      July 7, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23541065

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 1, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customer's concerns pertain to a disputed change to their rate plan.  T-Mobile investigated these concerns accordingly.

      A review of our customers account shows in January 2024, they activated an additional line on their account.  During the same interaction, our customers rate plan was changed to a new rate plan for all lines on the account resulting in an overall increase to their monthly balance of $5.00 per month as opposed to the previous plan. 

      In June of 2025,our customer made additional changes to their account, and disputed the difference in cost between their previous and current rate plans, and additional replaced a line on their account. In July of 2025, our customer reported further concerns regarding their rate plan pricing, and in an effort to address these concerns, our ************* changed our customers account to a retired rate plan, lowering their monthly service charges.

      Upon speaking with our customer on July 7, 2025, we discussed the above information.  To amicably resolve our customers concerns,our office applied a credit to the account, reducing their next monthly service charge due.  We further took feedback regarding their experience with our Metro by T-Mobile authorized dealer for further review.  T-Mobile regrets any inconvenience to our customer.

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

      ******* *****
      Executive Response

      Customer Answer

      Date: 07/07/2025

       
      Better Business Bureau:

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

      Sincerely,

      Brieahana *******

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Metro by T-Mobile ******************************** count your days your scammers!!! Ive been with Metro Pcs for since 2021. I added a phone line to my bill with a new phone and insurance in February. The store representative added additional lines to my phone bill that I didnt ask for AND removed my insurance on my devices without my permission. Now one of my devices are broken and seemingly uninsured although i was paying for insurance but now no one can find the information in the system, they wont let me see my statements past ********************** the customer service agents arent any help. The customer service agents are saying one things but the store **** are saying another. **** and *** not nothing. They claimed that the stores changed management recently and the system doesnt show certain things to them. PThis has been the worst experience. I DO NOT RECOMMEND. Regardless of the price customer service should be held at a standard and agreements should be help especially when you didnt have permissions to make any of these changes. ******** services acts like they cant speak English or understand you so they can rush you thru off the phone call. Metro is really bring down T-mobiles name. Ill be looking to switch.

      Business Response

      Date: 07/07/2025


      July 7, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23539422

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 30, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customer's concerns pertain to a recent visit to a Metro by T-Mobile authorized dealer location and an insurance claim.  T-Mobile investigated these concerns accordingly.

      Our records show in February 2025, our customer made several changes to their account with a ********************** authorized dealer, including activating new lines, purchasing equipment, and cancelling lines.  During these interactions, our Premium Handset Protection (***) feature was added to the new lines; however, in another interaction in March 2025, the *** feature was removed and has not been readded since.

      Please be advised,T-Mobiles *** feature is a feature provided through Assurant, a third-party company, and operates as a separate entity. *** offers a like-new replacement handset in the event of hardware service (mechanical breakdown) and is subject to a warranty fee.  Additionally, for accidental damage, loss,and theft, customers can file an insurance claim.  Please note, claims are subject to a deductible which can vary depending on the customers device model.  As Assurant is a third-party company, all disputes regarding claims and deductibles should be addressed with Assurant,who may be contacted by dialing **************. Claims may be managed online at *****************.

      It is important to note that our Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to review the details of transactions completed in-store.  For any disputes regarding in-store transactions, we encourage our customers to the return to the point of sale for further assistance.  T-Mobile regrets any inconvenience to our customer. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

      ******* *****
      Executive Response

    • Initial Complaint

      Date:06/30/2025

      Type:Product Issues
      Status:
      Answered
      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 5-30-2025, I purchased phone from metro. After purchasing phone, later that day, I realized phone doesnt work properly. It fails to make or send videos from text messages. Once you realized this, the following morning I went back to metro, I was told by worker, it wont work and I need to learn to compromise and do without. I was furious. I had paid ****** for this phone and service. Long story short, I had to go to ************* change phone carrier, buy another phone. Now I have metro unactivated phone, they would not refund my money for the defective phone they sold me. Can you assist with this matter? Ms *****

      Business Response

      Date: 07/08/2025


      July 8, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23480331

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 2, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns the customer may have experienced with their device.  After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided.  As we are unable locate a current or formerly active account for ***** *****, we are unable to provide further details at this time.  

      If ***** ***** wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:   

      Primary Account Holder name and address (the person who is contractually responsible for the Account) 
      Complete 9-digit Account Number (if possible) 
      Primary Account Holder ******** wireless number 
      Wireless number that is the subject of the Dispute 
      Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless. 

      Furthermore,we provided them with our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to the customer.   

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.


      Very truly yours,

      METRO BY T-MOBILE

      ***** *******
      Executive Response

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Well First it started may 18th of 2025 I purchased a wifi box for $132.00 from metro pcs on ***** ******* went home plugged it up didn't work called customer service they tried troubleshooting the problem they said they couldn't even send a signal told me to return it went back to store soon as I said it didn't work *** said he's calling the police because I was scamming them by me being a good customer I also received a free phone with me adding another line I returned the phone as well never took it out the box *** gets upset and say I'm not refunding you your money you'll have to pay for activation fee even though it didn't work gave me only like ***** back and got the free phone back so I contacted customer service no help... week later walked in different location on ************************ . Hey *** I need help can you show me how to go in my phone settings to see if my phone is running on the right cellphone signals gets my account information and says your phone bill is due. So I say *** I have already taken care of my phone bill I got an extension this morning but I say my bill is not why I'm here so he tries to embarrass me infront of customers and ****** out who is the one owes metro so now we having words so I leave store 2 hrs later phone turned off call customer service o someone called and had your phone disconnected so I say I just had words with the *** at store but since it's been disconnected there's nothing we can do so I call customer service again now my pin number to my account has been chameleon I have 0 access to my own account they unbundled my internet my phone and my wife's phone and tell me I have to pay ***** to rebundle what they unbundled I doordash and had just picked up a customer order that I Couldnt deliver because of the *** turning off my phone and it also had took me 3 hrs for them to turn my phone back on but they aren't trying to help and they are being very unprofessional and I need help my phone and bills are all separated and wifi

      Business Response

      Date: 07/10/2025

      July 10, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23533211

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated July 1, 2025, regarding the above-referenced file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to recent Authorized Retail location visits.

      Metro by T-Mobile customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service.  The handset must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories. Customers who purchased their handset via ****************************************, must return the handset to the ********************* per the instructions included in the shipment packaging.

      It should be noted that the return policy is for new line activations only.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.  Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.

      Please be assured Metro by T-Mobile takes allegations of misconduct very seriously.  We apologize if a Metro by T-Mobile authorized dealer failed in any way to display that during our customers recent contact with their local authorized dealer.  Please be advised, our Metro by T-Mobile stores are independently owned and operated; therefore, we are unable to view any call or transaction information completed in-store.  Nevertheless, we appreciate our customers feedback regarding this matter.

      Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s)through their financial institution directly. Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.
      As explained above, we recommend that our customer contacts the store to address any concerns regarding the above-referenced transaction.  If our customer wishes to dispute the transaction further with their financial institution, they may contact their financial institution directly. 

      On July ******, our office contacted our customer, and were able to address their concerns amicably.  We regret any inconvenience to our customer.

      Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

      Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  

      Thank you for bringing this matter to our attention.

      Very truly yours,

      METRO BY T-MOBILE

      ***** *******
      Executive Response

      Customer Answer

      Date: 07/10/2025

       
      Better Business Bureau:

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

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:06/29/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ordered a SIM card online for ****************** and got it in 2 days. This service will not work on my phone, and I called to cancel. They told me they will cancel but will not refund my money. Woman was with a I don't care attitude and said they will not refund money. This is on a auto withdraw from bank, and they maybe withdraw from account anyway. I told them to cancel the first day I got it and that was 2 days after I ordered it. The people there make a joke out of this because you can hear then laughing when they pick the phone back up after putting you on mute.

      Business Response

      Date: 07/08/2025


      July 8, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      *************************

      Re:      Your File Number: 23534785

      To Whom It May Concern:

      T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated June 30, 2025,regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining to a refund request after requesting to cancel their Home Internet line of service.

      Our records reflect our customer activated their account In June of 2025 and cancelled the account ten days later.  After the account was cancelled, a credit balance was left on their account.

      On July 2, 2025,upon speaking with our customer, we were able to amicably resolve their concerns.  Furthermore, we provided them with our contact information should they have any additional questions regarding this matter. 

      Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

      Thank you for bringing this matter to our attention.

      Very truly yours,

      *****************


      ***** *******
      Executive Response

    • Initial Complaint

      Date:06/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted MetroPCS Around 10:40 AM on 27JUN25 and spoke with an agent by the name of ****, who would not provide her last name. I explained that I wanted one line canceled and removed from my account. Over the course of about 20 minutes, she kept going back-and-forth trying to get me to keep the line. After saying no to everything she was trying to get me to agree to, she then says that she needs to transfer me her supervisor to cancel the account. For WHAT?? My first problem with this is if they cannot help customers cancel lines on their account, then that shouldnt even be an option to contact them in order to help us. She wasted 15 to 20 minutes of my time with promotions and kickbacks only to say she couldnt able to help me. I was then told I needed to go into a physical location where I spent 48 minutes on the phone with a customer service agent who kept trying to push the same promotions and kickbacks only to be told no. So I spent another 15 minutes on the phone with an invisible supervisor because the person on the other end just held the phone and did not saying ANYTHING. Luckily the agent in the store was able to assist me, but I have never been through something so unprofessional with a phone company before. All I wanted to do was cancel a line on my plan, that I PAID FOR..and I had to go through the hassle and run around and be on the phone for almost an hour to still get no help until the actual agent in the store was able to assist me. This is unprofessional and Im actually going to cancel all of my lines as soon as possible because it shouldnt be this hard to cancel a line. Who is working for you all?? This whole experience was ridiculous and I didnt appreciate it.

      Business Response

      Date: 07/08/2025

      July 8, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      ****************************
      *************************

      Re:      Your File No. 23531685

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated June 28, 2025, regarding the above-referenced file number.  

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to their request to cancel a line of service on their account. 

      We appreciate our customer taking time to provide details of their interaction with our ************* department.  Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  ********************** strives to provide world-class service and retain each and every one of its customers.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during our customers recent contact with our ************* Team.

      Our office reviewed our customers account and was able to confirm that a mobile number on their account was recently cancelled at their request.  We regret any inconvenience to our customer.

      Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

      Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  

      Thank you for bringing this matter to our attention.

      Very truly yours,

      METRO BY T-MOBILE

      ***** DiMenna 
      Executive Response

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