Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - Duncanville

  105 S Cedar Ridge Dr Duncanville, TX 75116-4530

• 

  Metro By T-Mobile - Plano

  3300 K Ave Ste 400 Plano, TX 75074-2339

• 

  Metro By T-Mobile Corporate Office

  2250 Lakeside Blvd Richardson, TX 75082-4304

• 

  Metro By T-Mobile - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

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:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 call metro by T-Mobile to ask what they charge to unlock this ******** G phone they sold me five years ago. Employee who answered the phone refused to give their first name. For ************************************************************************************************************************************************ their first name. It's only common sense to know the first name of the person that you're transacting with. Metro by T-Mobile needs to teach their employees common sense or get new employees that have common sense.

  Business Response

  Date: 11/04/2022

   
  November 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 18267646
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 20, 2022, regarding the above-referenced account.  
  
  ******** regrets hearing of ******************** concerns with our Mobile Device Unlock policy and experience when contacting our ************* team and we appreciate the opportunity to respond.  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during ******************** recent contact with our organization.  
  
  According to ******** policy which is available at https://www.metrobyt-mobile.com/terms-conditions/phone-unlock-policy.html, Mobile Device Unlocks are available for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile. 
  The device must not be reported as lost, stolen, or blocked. 
  The device must have had active service for a minimum of one hundred eighty (180) consecutive days from the individual phones activation.
  
  Please note, Metro by T-Mobile does not charge customers for a Mobile Device Unlock.  Regrettably, upon review of the account, we were unable to determine the specifics of the device ****************** is wanting to unlock. 
  
  Upon contacting ******************, on October 24, 2022, he confirmed that he no longer needed his handset unlocked.  During this interaction, ****************** brought up additional concerns with his current ******** account which we addressed and resolved to ******************** satisfaction.  ******** regrets any inconvenience to ******************, and we appreciate his feedback regarding his experience.
  
  Based on the foregoing, we respectfully request that this complaint against ******** 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.  If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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, ***********************, talked with *************************** and she was very nice and wanted to solve my issues. Yes , she assisted in a great way, the phone I have was removed of all the spyware and infections and I am not getting anymore threats of I am being watched. She credited my ******** account for the I pad I returned the next day, and was told I couldn't get a refund, because my reason for returning was not good enough.************** didn't address the lies I were told to get me to pay money I didn't have to get , another phone in the first place. The representative told me my phone didn't work anymore, that I qualified for the Acp, didn't know I had to fill out an application. Representative didn't explain to me anything about ******** policy of what she gave me, and the cost of before she asked me if I was okay with the cost or the product,she had already taken out my **** card and put it in a used. phone, full of spamware. I didn't get the choice of choosing.I still don't know what I was charged for. By the way, my old metro phone still works, so everything she told me was a lie.
  

  
  

  
  

  Business Response

  Date: 11/03/2022

   
  November 3, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:***********************
  Your File No. 18251670
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 20, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** may have with cost of her rate plan and recent purchase at her local store.  We appreciate the opportunity to respond.  Please be assured ******** strives to provide world-class service to all our customers on each contact and we take allegations of employee misconduct very seriously.  Although Metro by T-Mobile retail locations are each independently owned and operated, ******** makes every effort to ensure our customers are provided with complete and accurate information and have a professional and courteous experience with our authorized dealers.  We appreciate Ms. ******** feedback regarding her experience.
  
  Our records show Ms. ******** account has two active mobile numbers. The phone line ending **** is subscribed to our $40.00 Plan Promo with Port rate plan and the tablet line ending in **** is subscribed to our $15.00 Unlimited SD Video rate plan.  Please note ******** offers different rate plans that vary in cost.  Customers may visit  https://www.metrobyt-mobile.com/cell-phone-plans to review our current rate plan offerings. 
  
  The Affordable Connectivity Program (***) is a program that replaced the Emergency Broadband Benefit (EBB) program to help low-income households pay for internet service and connected devices, and as of January 27, 2022, Metro by T-Mobile is accepting applications.  Eligible end users may apply for the *** via the FCCs National Verifier site https://acpbenefit.org.   After submission, customers must wait for approval from the National Verifier, and once received, customers are required to meet specific criteria, such as being on an eligible rate plan and completing the ******** online application enrollment to redeem their *** at https://www.metrobyt-mobile.com/affordable-connectivity-program. 
  
  Please be advised, new device activations must be returned to the original store it was purchased at within 14 days of purchase.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  More information may be found here: https://www.metrobyt-mobile.com/support/return-policy.  Please note, device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturer's warranty, if applicable.   
  
  Upon speaking with ****************** on November 2, 2022, we discussed her concerns and provided the above information.  ****************** confirmed that she did return the tablet for a refund.  We cancelled the tablet line ending in ****, as requested.  Additionally, ****************** stated that she did not apply for the *** benefits; however, she would complete the application and contact us directly if further assistance is necessary.  As a goodwill gesture, we agreed to apply a one-time courtesy credit of $55.00 to Ms. ******** account to offset a portion of her service charges, leaving the account reflecting a credit balance of $15.00, that will be used toward future service charges.  ****************** accepted this as resolution to her concerns.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  ***********************
  Executive Response

  Business Response

  Date: 11/18/2022

  
  November 18, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      ***********************
  Your Rebuttal File No. 18251670
                          Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated November 8, 2022, regarding the above-referenced account. 
  
  ******** regrets to hear of Ms. ******** continued concerns regarding her recent purchase at her local store. We appreciate the opportunity to respond.
  
  As previously stated, Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are not able to view any instore transactions.  Rest assured ******** makes every effort to ensure our customers have a professional and courteous experience with our independently owned retail locations.  We appreciate Ms. ******** feedback regarding her experience.
  
  The Affordable Connectivity Program (***) is a program that replaced the Emergency Broadband Benefit (EBB) program to help low-income households pay for internet service and connected devices, and as of January 27, 2022, Metro by T-Mobile is accepting applications.  Eligible end users may apply for the *** via the FCCs National Verifier site https://acpbenefit.org.   After submission, customers must wait for approval from the National Verifier, and once received, customers are required to meet specific criteria,such as being on an eligible rate plan and completing the ******** online application enrollment to redeem their *** at https://www.metrobyt-mobile.com/affordable-connectivity-program.
  
  On November 2,2022, to amicably resolve Ms. ******** concerns, a courtesy credit of $55.00 was applied to her account.  The credit balance covered Ms. ******** next service cycle from October 23, 2022, to November 22, 2022, and remains active with a credit balance of $15.00 to be used for future payments. 
  
  We attempted to contact ****************** on November 17, 2022, to clarify any outstanding issues she may continue to have with her account; unfortunately, she has not responded.  We look forward to speaking with ****************** and encourage her to contact us directly regarding any concerns she may continue to have with her account.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m.,CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  ***********************
  Executive Response
  

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

   
  Complaint: 18250904
  
  I am rejecting this response because: The representative **** didnt know what process and had told me I had to advocate for myself and send an email out to another department. Then had said she was incorrect with the process, as I was speaking with her, trying to find documentation that they should probably have or obtain on their own through public records, but for some reasons need. Plus, personal information they should already have. Just seems sketchy. Between the billing issues, the platform restrictions and the unprofessional, dismissive demeanor (we can tell, btw, tonality) I just dont think this company wants customers. Im not going to spend more hours on the phone with ******** going in circles. Paid in Full customers belong elsewhere.
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 10/28/2022

   
  October 28, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:     *****************************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated October 20, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************** experienced regarding his ******** account.  ******** records reflect that on October 20, 2022, ************************** remitted three payments in the following amounts: $10.00, $134.89, and $134.89.  The three payments were all remitted online, and between all three payments, two separate credit cards were used.  Customers can choose their payment method prior to submission of payment online or via the ******** application.  Additionally, customers can manage stored payment methods online.  The payments received brought the account to a zero balance.
  
  ************************** is currently subscribed to ********s Magenta rate plan with a base rate of $130.00 for his two mobile numbers ending in **** and **** with taxes and fees included.  ************************** is also subscribed to ********s optional Protection360 feature with a rate of $14.00 plus taxes and fees per month on his mobile number ending in ****.  **************** rate plan qualifies for a discount of $5.00 per line of service if he enrolls in AutoPay, a free service that automatically deducts monthly statement balances from a designated payment method.  Records reflect that **************** enrollment in AutoPay was removed on September 15, 2022, due to payment attempts to withdraw funds being declined, removing the discount.  If ************************** wishes to enroll in AutoPay, he may do online at www.********.com, or via the ******** application, and will receive the discount again.
  
  On October 27, 2022, ******** contacted ************************** and discussed our findings.  ******** advised ************************** of his account status, and ************************** indicated he had concerns as well regarding his ability to finance equipment on his account.  ******** advised ************************** that ******** will contact our internal bankruptcy team for review regarding his ability to finance equipment based on a previous filing ************************** had completed.  ******** will contact ************************** regarding any updates upon receipt.  Pursuant to our conversation, ************************** considers the matter resolved and has no further concerns.  ******** regrets any inconvenience to **************************, and we appreciate the opportunity to review this matter.
      
  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during **************** recent contact with our Team of Experts (TEX).
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***********************
  Executive Response
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am the only authorized user on my account. You allowed someone to get into my account and change my pin number. Now I am unable to get into my information because they changed my pin.

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  ************************************ ***
  Your File No. 18250338
  Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 25, 2022, regarding the above-referenced account. 
  
  ******** regrets to hear of Mr. **** account security concerns, and we appreciate the opportunity to respond.  Please note ********s account verification policy states 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 ******** handset.  If customers are unable to receive the one-time PIN, they must visit a ********************** retail location with a government-issued identification to reset the account password before access can be granted. 
  
  Our records show that on October 15, 2022, Mr. *** contacted our ************* team for assistance with moving a subscriber from his account to a new account.  At that time, the account PIN was updated.  We have no evidence to suggest this change was not authorized.
  
  During our conversation with Mr. *** on October 26, 2022, he advised that his concerns had been previously resolved to his satisfaction.  Upon review of the account, we show that Mr. *** updated his account PIN on October 25, 2022.  We regret any inconvenience to Mr. ****
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m., CST.  If you have any questions, please do not hesitate to contact our office at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response
  
  

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 encountered several issues with ********* I switched to their services and have encountered coverage area issues. I was on the phone with them for hours and a rep. was supposed to call me to see if I was receiving better coverage services. She never called back as expected and my services are not much better. I spoke to a rep. for hours on October 13th, 2022. The next issue with them is the switch to pay system. I turned in all necessary information for them to pay ******* for my equipment. I had to keep calling them for this to be completed. I had to do extra paperwork to get this completed. ******* took the $504.70 from my personal account because it is taking them to long to pay off the Iphone 12 Pro **** Finally, I had phone line services with them since August 2021. My husband and daughter kept services with them. I submitted the military documents since October of 2021. I didnt find out until I switched my services that we never received our 20% percent military discount. I signed up us for Military Magenta plan. Therefore, ******** owes my phone line of *****************-307-1042, and ************ military discounts from a year ago. I would like my ******* payment for the equipment refunded to me along with the military discounts we should have received from a year ago.

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste.200
  *****, ** *****
  
              Re:       ***********************
                          ******** Account Holder: **************
                          Your File No. 18250301
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated October 20, 2022,regarding the above-referenced account. Please be advised ******** records indicate the account holder of record is ************** and *********************** and ************** are the same person.
  
  ******** regrets any concerns ****************** has regarding the above-referenced account and appreciates the opportunity to respond.  ******** records confirm on June 11, 2021, ***************** activated three lines on our Magenta *** plan for lines ending in ****, **** and **** costing $185.00 per month. ****************** enabled AutoPay on the account, which in addition to remitting on time monthly automatic payments, the account received a $5.00 per line, reducing cost to $170.00. ****************** also qualified our 2021 Line on us 1 promotion, providing a $30.00 monthly discount, reducing cost to $140.00 each month. Please note that we have no record ****************** contacted our office regarding rate plan change request.We respectfully declined to provide compensation or backdate for the time the Military plan was not on the account.
  
  We regret any coverage issues ****************** has experienced.  Unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service,quality, and availability.
  
  ******** is always working to improve its coverage, and we regret any service issues ****************** *** have experienced.  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  ******** has verified the address on Ms. ******** account and based on the coverage map,confirms her account address is in a good coverage area with no known issues. 
  
  On August 30, 2021, the line ending in **** ported out due to service concerns, leaving lines ending in **** and **** to continue with service at $140.00 per month on the Magenta *** plan.
  
  On September 24, 2022, the line ending in **** returned to the account, in addition, two DIGITS lines ending in **** and **** were activated. All three voice lines were subscribed to our Magenta *** Military plan for $120.00 a month on AutoPay and each DIGITS line subscribed to our $5.00 500MB Apple Watch rate plan. The rate plan monthly reoccurring charge was confirmed to be $130.00 per month.
  
  ****************** advised that she intended to take advantage of our Keep and Switch reimbursement offer. Keep and Switch allows customers from select carriers who port over to ******** to keep their eligible phone and we will reimburse them for their remaining device payment plan, up to $1,000, via virtual prepaid MasterCard. To qualify for reimbursement, customers must upload proof of balance associated with the device they bring to ******** on our website www.switch2t-mobile.com within 30 days of activation of service. Additional information, including a list of the eligible models for the offer is available at https://www.t-mobile.com/offers/switch-to-t-mobile-from-verizon-or-att?carrier=verizon.
  
  On October 13, 2022, ***************** contacted Team of Experts advising the Keep And Switch site was not working. In an effort to assist, the rebate department asked ****************** to submit her itemized final bill from her previous provider for additional review.Once the documents for the Apple iPhone 12 pro *** was submitted within ***** business days we would follow up regarding update.
  
  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers. We apologize if any ******** employee failed in any way to display that during Ms. ******** recent contact with Team of Experts (TEX).
  
  The rebate department completed follow up call to ****************** on October 21, 2022, advising the billing statement provided is not eligible. ****************** was asked to provide an itemized bill for reflecting the remaining balance on the Apple iPhone 12 ************** from previous provider.
  
  Our office spoke with ***************** on October 21, 2022, explaining that we are unable to backdate a rate plan as billing statements are provided monthly for review in case of any disputes. However, we confirmed on October 7, 2022, an SMS was provided to line ending in ****, advising the Military status was verified and Magenta *** Military plan had begun. ****************** accepted this update.  During the conversation, ******** explained that the itemized bill for Keep and Switch needed to be turned in for reimbursement. Regarding Ms. ******** coverage concerns, service is working as expected with available 5G coverage. ****************** agreed to go in store for the device to be reviewed by on site technician. ****************** will contact our office regarding additional assistance with device replacement if necessary.******** regrets any inconvenience to *******************
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  ********************
  Executive Response

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  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,
  
  *****************************

  Business Response

  Date: 10/31/2022

  Tell us why here... 
  October 31, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 18249790
  Metro by T-Mobile Account No: ********* 
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 20, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** may have experienced regarding the above referenced account and we appreciate the opportunity to respond.  ******** records confirm Ms. ******** account has four active voice lines as of October 1, 2022.  Records further confirm that a fifth line was added on October 11, 2022, with the mobile number ending in ****.  We understand from ****************** that this activation was not requested and on this same day the mobile number ending **** was cancelled per her request. 
  
  Upon review of Ms. ******** account and in an effort to resolve her concerns, ******** has applied a credit in the amount of $48.60 as a gesture of good will resulting in an updated balance due October 27, 2022, of $66.40.  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during Ms. ******** contact with our retail location.
  
  Based on the foregoing, we respectfully request that this complaint against ******** 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.  If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 went into Metro PCS after doing some research and finding a phone I wanted. I wanted to get the promo as a new port in customer. When I told them which phonei wanted they told me that phone would be $80.00+activation+service. With the Promotion it should have been $20.00+activation+service. Then I decided to get a phone that was free as a new customer with Promotion. They told me that phone was $30.00+activation+service. I showed her the Metro PCS website with The deals and promotions and she sat there and told me she didnt have to follow by Metro PCS offers. I ended up getting the cheaper one because I was on a budget even though I knew she was wrong. She also put my account info in with some random name and created a pin that I was never told, so when I left I couldn't even access my account. Mind you this whole time this is hands down the worst customer service and I was treated very poorly. When I was leaving I asked for the receipt and she refused to give me. Afternoon left the store my service would not work. There was a X in my signal bars and I tried all the troubleshooting steps but it wouldnt work. I went in there 3 days in a row after work which got me there 30 minutes before closing. The first time the sales rep was just talking with her friends and at the last minute told me to come back tomorrow and she promised she would make sure my issue was resolved. I went back the next day and she wasn't there. She was on the phone helping the sales rep on the phone with another customer and straight up told her to turn me away. The same thing happened the next day. I was tired of this wasting gas and ******* after work to get no where. I contacted the owner who after a week responded and told me the store manager would contact me. After 4-5 days the store manager finally contacted me to get the original phone I wanted but couldn't find it. After a month told me she couldnt do it anymore. The owner credit my account $100 which went to my bill which I cant use

  Business Response

  Date: 11/02/2022

  November 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *************************************
  Your File No. 18249493
                          Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ******** USA,Inc. (********). As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein,collectively, as ********.  ******** is in receipt of your correspondence dated October 19, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact ************************ by phone, which have proven unsuccessful. As such, ******** will make every effort to address Mr.*********** concerns within this letter.
  
  ******** regrets any concerns ************************ may have experienced regarding his recent interaction with a Metro by T-Mobile retail store, and we appreciate the opportunity to respond. To begin, Mr. *********** ******** account was activated on September 22, 2022, and has one line of service on our $30.00 Unlimited LTE w/15GB *************** plan on phone line ending **** with a Moto Stylus 5G device, and one line of service on our $60.00 Unlimited LTE with Amazon + ****************** plan on phone line ending **** with a ***** X100 device.
  
  It should be noted that all device purchases are subject to taxes and all activations are subject to a $20.00 activation fee. Please be advised, new activations are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at https://www.metrobyt-mobile.com/support /return-policy.  Customers may return a Device or accessory (Device) within 14 days of the purchase date of the original Device.Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software. Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues. There are no returns, refunds, or credits for prepaid service fees,monthly service, application download, add-ons, and other fees. Returns are for new Device activations only. There are no returns, refunds, or credits for handsets purchased as upgrades for existing lines of service.
  
  Please be assured, ******** strives to provide a world-class customer service experience on each contact.We apologize if a Metro by T-Mobile authorized dealer failed in any way to display that during Mr. *********** recent contact with their store. Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. However, we appreciate Mr.*********** ******** regarding his experience.
  
  Please note that ******** takes account security seriously. ********s account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested 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 ******** handset. *********************** is invited to visit a Metro by T-Mobile retail location with a government issued identification to reset the account password.
  
  Our review determined retail leadership partnered with ************************ to locate the Nord device he desired. Regrettably, the device was not in current inventory and on October 18, 2022, in an effort to amicably resolve Mr. *********** concerns, he accepted a credit in the amount of $100.00 which was applied to his Metro account to be applied to future invoices.
  
  We regret any inconvenience to ************************ and invite him to contact the undersigned below with any additional questions or concerns regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m., CST. If you have any questions, please do not hesitate to contact our office by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paying$58 monthly for **************** prepaid. the phone services is $50.00 and insurance coverage with Assurant is $8.00 the 3rd of every month. The battery exploded on September 25, 2022. Therefore, no phone service. I went to ******** store and was told that due to it being prepaid and insured I would have to contact Assurant for replacement. I contacted Assurant and gave information needed to replace phone. After several transfers and calls I received an email stating that the "the device you claimed was not covered due to date of loss." I paid the $8.00 insurance to cover the phone on the 3rd of September. next payment was not due until the 3rd of October of which I could not and did not pay because I did not have a phone.

  Business Response

  Date: 11/02/2022

   
  November 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     *****************************
  Your File No. ********
  ******** Prepaid No. XXX-XXX-**** 
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated October 20, 2022, regarding the above-referenced prepaid number.   
  
  ******** regrets any concerns ******************** has experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  Our records confirm that Mr. ********* activated his ******** prepaid account on September 4, 2019, with one line of service ending in **** and subscribes to our Prepaid Unlimited rate plan for $50.00 per month and the Assurant Monthly 4G Handset Protection feature for $8.00 per month for a total of $58.00.  As ******************** is subscribed to the optional Assurant Monthly 4G Handset Protection feature he has extended warranty coverage in addition to the ability to file an insurance claim should the device be lost, stolen, or damaged outside of the limited warranty, which is provided by Assurant, the insurance provider.  As with most insurance claims, Assurant requires that the customer pay a pre-determined deductible based on the handset model in order to obtain a replacement handset.  
  
  On October 15, 2022, ******************** contacted ******** regarding battery issues with his ******** REVVLRY device.  ******************** was referred to Assurant for further assistance; however, because his services were suspended for non-payment on October 4, 2022, he was unable to file a claim until he paid the $58.00 for services.  Nevertheless, to resolve this matter and as a one-time courtesy, on October 24, 2022, ******** issued a one-time credit of $58.00 to restore Mr. ********* account and allow him to process his claim with Assurant with the applicable deductible.  ******** regrets any inconvenience to ********************, and we are pleased to report he accepted the credit as a resolution to his concerns.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  
  ***************************;
  Executive Response

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  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. Pretty predictable, speaks volumes lol. Thats how we treat customers now - ohh well.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/31/2022

   
  October 31, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 18248777
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 19, 2022, regarding the above-referenced file number.  
  
  ******** regrets any concerns ************** may have experienced and we appreciate the opportunity to respond.  Please be advised that ******** shows no record of an active account for ************** with his information.  Metro by T-Mobile offers many promotions for our customers to take advantage of should they meet promotional requirements.  The Apple iPhone 14 is available for purchase from 
  Metro by T-Mobile and eligible customers who subscribe to our $60.00 Unlimited Talk, Text, and *************** rate plan are able to take advantage of an instant rebate of up to $300.00 when they trade in an eligible phone in good condition.  It should be noted that Promotions and pricing that are offered online may not be available at all retail locations.
  
  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions done in store and we would respectfully request that ************** contact the store directly for assistance.  While we regret any inconvenience to **************, it is ********s position that no Metro by T-Mobile error took place. 
  
  Based on the foregoing, we respectfully request that this complaint against ******** 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.  If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 sent back the equipment and they charged me for it. I tracked the equipment and they received it but will not give me my money back.I was given the return label on July. 31, 2022. It took me a few days to get the equipment and label around. I sent it out and the warehouse received in on Aug. 23, 2022.I have called them 10 times and kept getting told I will get my refund in 3 business days. This is my second complaint to you but this time I have all the emails. They just emailed me today saying they aren't refunding me because I didn't send it back in time. It was 23 days from the time I got the label, packaged it and sent it out and they received it. (T-Mobiles employees even mentioned there were delays in the mail) but even if there was or wasn't a delay, I sent it out in a timely manner. My refund is $275.34 I have waited months for a refund and have made many calls to them.

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:     ***************************
                          ******** Account Holder:*****************************
                          Your File No. 18248410
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated October 19, 2022,regarding the above-referenced account.   
  
  ******** regrets any billing concerns ************** has experienced and we appreciate the opportunity to respond.  ******** records indicate on June 8, 2022, ************** activated a Mobile Internet line of service that was subscribed to the 100GB Mobile Internet for 5G for $55.00 monthly ($50.00 with AutoPay).  At that time, ************** purchased a 5G MiFi M2000 hotspot device through an Equipment Installment Plan (***) and agreed to 24 monthly installments of $14.00.  Please note that ******** provided a 20-day return period which allowed ************** to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase. 
  
  It should be noted that if a customer has an open *** and the account is canceled,any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase. 
  
  The billing statement dated June 9, 2022, reflected a total balance of $50.00.  This balance consisted monthly access charges from June 9, 2022, through July 8, 2022.  On June 29, 2022, a payment of $50.00 was remitted toward the account through AutoPay which updated the balance to zero. 
  
  The billing statement dated July 9, 2022, reflected a total balance of $50.00.  This balance consisted of monthly access charges from July 9, 2022, through August 8, 2022.  ******** records confirm on July 27, 2022,************** cancelled the account.  On July 30, 2022, an AutoPay payment of $50.00 was remitted toward the account which updated the account to a zero balance. 
  
  The final billing statement dated August 11, 2022, reflected a total balance of $275.34.  This balance consisted of the accelerated *** charge for the above-mentioned equipment.  On August 30, 2022, an AutoPay payment of $275.34 was remitted toward the account which updated the balance to zero. 
  
  Records reflect that on September 13, 2022, a credit of $50.00 was issued to the account,updating the cancelled account balance to a credit balance of $50.00.  On September 14, 2022, a refund of $50.00 was issued for the above-mentioned payment dated July 30, 2022, which updated the balance to zero. 
  
  Although, it is ********s position that the device was returned outside the return period, on October 25, 2022, ******** issued a credit of $325.34 to refund ************** for the remitted payments and returned equipment.  As this left a credit balance of the same amount, ******** issued a refund to **************, which should be received within three business days to the provided bank account.  Ms. ****** account remains closed with a zero balance.  ******** regrets any inconveniences.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA,INC.
  
  
  *************************
  Executive Response