Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,164 total complaints in the last 3 years.
1,218 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/07/2022
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 UPGRADED 2 *****S, NOTE 10 AND I ***** 10, WHICH REQUIRED ME TO ONLY SEND BACK NOTE 10 AND I DID THROUGH STORE NO#**** ADDRESS:10130 CROSSING WAT *****************************************************************. PH:************. I WAS TOLD THAT ONCE THE ***** WAS TURNED IN MY BILL WOULD BE ADJUSTED, THIS IS NOT THE ***** MY BILL IS $650 AND A TOTAL OF $800 OVERALL. THIS HAPPENS EVERY TIME I UPGRADE, IT NEVER FAILS. I CALL CUSTOMER SERVICE AND THEY TOLD ME THAT MY 2ND LINE ENDING IN #**** IS STILL OPEN, WHICH IS IMPOSSIBLE. I PAID FOR EARLY CONTRACT TERMINATION OF $180 TO UPGRADE TO A I-12 PRO #**** ON /LINE ENDING IN #****. THERE WAS SUPPOSED TO BE A TICKET PLACED ON MY ACCOUNT TO SEE WHAT WENT WRONG, AND I WAS SUPPOSED TO GET A CALL BACK THE NEXT BUSINESS DAY. THAT'S BEEN OVER A WEEK NOW, AND I HAVEN'T HEARD ANYTHING BACK. I DON'T WANT TO GET TURNED OFF SO THIS IS ME TRYING TO FIND OUT WHAT IS REALLY GOING ON. MY ORDER NO# OR-BDBL-*********. I'M PRAYING THAT WE CAN RESOLVE THIS ISSUE BECAUSE I HAVE BEEN WITH SPRINT SINCE **** AND I HATE TO LOOK FOR ANOTHER SERVICE PROVIDER.
Business Response
Date: 08/19/2022
August 19, 2022

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:File ********, *************************
Account *********, B.M.O.G. Enterprises

To Whom It May ***************************** now part of ******** (Sprint) is in receipt of the above-referenced complaint of ************************** Please be advised Sprint records show ************************* is the authorized point of contact for B.M.O.G. Enterprises business account. We regret any concerns ************** *** have related to his account billing. We appreciate the opportunity to respond.

A review of the account shows B.M.O.G. Enterprises account was established on January 29, 2002. The account currently has two active lines subscribed to our *********************** plan.

According to our records, ************** obtained an Apple iPhone XS *** ****** for line ending in **** via 18-month Sprint Flex Lease Agreement, WEB-L-*********, on July 17, 2019.

Sprint launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select ******s for a lower monthly cost versus purchasing the ******. Lease payment varies by ****** and a down payment *** be required and varies by customer and ******. With a Sprint Flex lease option, Sprint owns the ******. At the end of the lease term, customers can continue to lease the ****** on a month-to-month basis, cancel the lease and pay the Lease Device Purchase Price (***) (please note that this option is not available in all states) to purchase and own the ****** outright, return it to us, or return it to us and upgrade to the latest ******.

We confirmed that Mr. ****** signed Lease Agreement clearly and conspicuously discloses that upon the satisfaction of the Lease Agreement, if he does not return the equipment, he will be billed a month-to-month charge, which is separate from the Device Purchase Price. The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of his Agreement. Once the lease is satisfied, for a limited time, customers can elect to pay the Lease Device Purchase amount via a nine-month installment option. Customers can select this option and agree to the terms via the My Sprint app on their mobile ******.

Our records reflect that the 18-month term for the above referenced Sprint Flex Lease Agreement was fulfilled in January 2021. However, we have no record of a request to close the lease, or equipment return, or a payment for the end of lease Device Purchase Price. Therefore, ************** continued to be billed on a month-to-month basis, per the terms of his ****** lease. Based on our review, we were unable to identify a Sprint billing error.

In our effort to provide clear communication about our ******s, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information.
Sprint will occasionally extend targeted promotional offers to a specific account or lines of service on an account. However, the targeted account or phone numbers must qualify for the promotional offer to receive the promotion.

Our records reflect on June 4, 2022, ************** obtained an Apple iPhone 12 for line ending in **** with our $99.00 two-year subsidized pricing. ************** also took advantage of our $800.00 *********** Galaxy 22 Ultra with Trade-in promotion when he upgraded the ****** on his mobile line ending in **** via Installment Billing Agreement (IBA), B-*********, on June 8, 2022. Our records further reflect Mr. ****** account is receiving the corresponding monthly promotional credits for the noted promotion.

We spoke with ************** on August 11, 2022 and provided the information above. Although we were unable to identify a Sprint billing error, to demonstrate our commitment to customer satisfaction and bring closure to Mr. ****** concerns, we offered to apply a one-time account service credit of $99.00 to offset the subsidized pricing charge assessed for the Apple iPhone 12. Additionally, due to any possible misunderstanding that *** have occurred related to Mr. ****** ****** lease, we offered to close Sprint Flex Lease Agreement WEB-L-********* and applied a one-time account service credit of $221.00 to offset the *** charge assessed when the agreement was closed, designating the Apple iPhone XS *** ****** as paid in full. As an additional goodwill gesture, we offered to apply account credits totaling $100.80 to offset the monthly lease charge billed for the Apple iPhone XS *** as reflected on Mr. ****** June 2022 and July 2022 invoices. As of the date of this letter Mr. ****** account reflects an updated $180.16 balance due by August 18, 2022. ************** accepted our goodwill offers and handling of his account concerns. We regret any inconvenience this matter caused.

We appreciate ************** taking time to provide details of his experience with our ************* representatives. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.

Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.

Sincerely,

**************
Executive Response
Initial Complaint
Date:08/07/2022
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.
Me and my husband purchased these two phones and lines and were under the impression the phones were paid that day, they are two cheap phones, so no I'm not having buyers remorse. I feel like the kid at the store in ********** ** saw two targets and banked off us that day!! Me and my husband are getting a divorce and wanted to get him on another plan. Imagine my horror when I was told the phone is locked?? I just think it's crazy that I would've been stuck. I cancelled the one line but am paying for mine and the two phones. I am just very dissapointed that this happened I was in complete trust that I was paying for what I thought I was using. Anyhow, thank you for your time.
Business Response
Date: 08/18/2022
August 18, 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 August 8, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact ********************, which have proven unsuccessful. As such, ******** will make every effort to address Ms. ********* concerns within this letter.

******** regrets any concerns ******************** has experienced. Review of Ms. ********* account confirms it was activated on May 10, 2022, with the mobile numbers ending in ****, ****, and **** which were subscribed to the Magenta *** rate plan for $140.00 including taxes, after the 2022 Line On Us P2 promotion and a $10.00 AutoPay discounts. Additionally, the account had a fourth number ending in **** subscribed to the ******** Home Internet service plan for $30.00 after a $5.00 AutoPay discount and $20.00 2022 HINT P11 promotion discount. ******** provided a Gateway for use with the Home Internet service.

At the time of activation, ******************** qualified for ********s Equipment Installment Plan (***) with the purchase of two ******* A53 handsets. ******************** was asked to remit a down payment of $96.00 per handset and agreed to 24 monthly installments of $29.50. As part of the 2022 ******* Activate P1 promotion, ******************** is enrolled to receive 24 Recurring Device Credits (RDCs) in the amount of $14.63. Upon the purchase of several accessories on ***, ******************** was not asked to remit a down payment and agreed to ************************** the amount of $14.69. Please be advised, 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.

Please note, ******** devices are sold locked to our network, however, can be unlocked for use on another service providers network via a Mobile Device Unlock (***). MDUs are available for those devices that meet our eligibility requirements. Unfortunately, ******** is unable to provide ******************** with a *** as she still has an open *** balance owed on both her handsets. We apologize if ******************** was advised differently.

Most ******** postpaid accounts are billed by a system known as bill current. This means charges for Ms. ********* rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Ms. ********* billing cycle rans from the 11th of one month through the 10th of the next month. In this case, notice of the monthly recurring service and feature charges were available on or around the 12th of the month, and those charges are then due on or around the 3rd. If during that billing cycle ******************** had any usage charges or made changes to her account, the respective changes and/or charges would be reflected on the next months statement, as obviously we cannot predict those charges in advance.

The first billing statement dated May 11, 2022, reflected a total balance owed of $184.93 for services during the billing period from May 11, 2022, through June 10, 2022. Pursuant to Ms. ********* request, on May 22, 2022, the number ending in **** was cancelled. At the time of cancelation, ******** provided ******************** with a prepaid return shipping label at no additional cost to return the Gateway device.

On June 6, 2022, ******************** remitted a one-time $184.93 payment, reducing her balance to zero. As a courtesy to ********************, on June 6, 2022, ******** adjusted her account in the amount of $30.00, updating her account to reflect a $30.00 credit balance. On June 7, 2022, Ms. ********* ******** Gateway device was accounted for as returned.

The billing statement dated June 11, 2022, reflected a total balance owed of $111.92 which included a $30.00 credit balance and new monthly service charges in the amount of $141.92 during the billing period June 11, 2022, through July 10, 2022. On July 6, 2022, ******************** remitted a one-time $111.92 payment, reducing her balance to zero.

Ms. ********* billing statement dated July 11, 2022, reflected a total balance owed of $156.48 which consisted of a late payment fee and monthly service charges during the billing period from July 11, 2022, through August 10, 2022.

******** records indicate that on July 22, 2022, ******************** requested to change her billing cycle in order to have her due date be on or around the 10th of each month. As requested, her billing cycle was updated to run from the 20th of one month to the 19th of the next month, with a due date on or around the 12th of each month. While enrolled in AutoPay, payments will be automatically remitted two days before the due date. It should be noted, when a bill cycle change is requested, the change does not take effect until the then current cycle ends. The billing statement following a bill cycle change will cover a shorter period of time, followed by a normal, 30-day billing cycle. This typically results in a higher-than-normal balance for the updated due date, as the billed charges cover more than 30 days.

On August 7, 2022, the mobile number ending in **** was canceled upon transferring to another service provider. Additionally, the mobile number ending in **** was canceled on August 10, 2022.

The billing statement dated August 11, 2022, reflects a total of $155.37 for changes associated with the bill cycle change and new monthly service charges during the billing period from July 22, 2022, through August 10, 2022. On August 12, 2022, ******************** remitted a one-time $157.00 payment reducing her account to reflect a credit balance in the amount of $1.63.

As of the date of this letter, Ms. ********* account remains active with the mobile number ending in **** which is subscribed to the Magenta *** 1 Line rate plan for $85.00 per month including taxes, and a $5.00 AutoPay discount per month. Going forward, ******************** can expect monthly recurring charges in the amount of $114.56 with the current account setup. ******** 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:08/07/2022
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.
I have been a lawyer Metro customer for the past year for some apparent reason where I live apparently there's no Towers the only way that I can get a call is by going outside of my subdivision. Whenever I'm in my house I have to walk around the house outside or up the street just to receive a call a lot of calls drop. They constantly tell me wait 72 hours then I called back is another 72 hours I will not recommend using metro pcs PS4 customer service I am requesting that someone from corporate office give me a call pertaining to this because I spend my money for services but my services are not rendered.
Business Response
Date: 08/18/2022

August 18, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re:      ***********************
            Your File No. 17684022
            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 *** sometimes be referred to herein, collectively, as ********.   ******** is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.

******** regrets any concerns ************** experienced regarding coverage issues. We appreciate the opportunity to respond. Our records reflect that currently, ************** has one active line of service, which is subscribed to our $40 Unlimited LTE Single Line promotional rate plan.

******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality,and availability. It is important that if customers experience any difficulties with the service, they provide ************* details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, ******** can attempt to resolve the issue through network or equipment adjustments. More information regarding our service can be viewed at https://www.metrobyt-mobile.com/terms-conditions-service.

Our records reflect that trouble ticket ******** was submitted on August 2, 2022, and it was determined that **************** complaint address has good outdoor and 5G service; however, his indoor coverage is limited. Unfortunately, this is a known issue which our technicians are aware of and are working to resolve the issue. Currently, we are unable to give ************** an estimate as to when his indoor coverage *** improve. Our technicians recommend that ************** utilize Wi-Fi calling while indoors, if available.

Additionally, our records reflect that on March 11, 2022, an $80.00 courtesy credit was applied to **************** account because of the service issues he was experiencing.

During our discussion with ************** on August 15, 2022, we provided him with the information outlined above. ************** confirmed his understanding. ******** 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 *** 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 me directly at ************.

Sincerely,

METRO BY T-MOBILE

*****************************
Executive Response
Initial Complaint
Date:08/07/2022
Type:Billing 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.
My billing is incorrect AGAIN. This has been going on for 6 months! Now it's gone up over $20.00, every month they bill me a different amount, they say I have a credit yet they send me a bill. I've been a customer over 30 plus years and I don't understand their billing.
Business Response
Date: 08/19/2022
August 19, 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 August 7, 2022,regarding the above-referenced account.

******** regrets any concern ****************** may have regarding her monthly recurring charges. Records reflect that on January 10, ****, ***************** activated the account and has one voice line of service with the mobile number ending in ****. Please note that throughout ********************** tenure with ********* she has changed rate plans on several occasions and as of June 5, 2021,subscribed to the ******** Essentials 55 Plus Voice rate plan at a cost of $45.00 per month plus applicable taxes and fees, which includes unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability. Please note the account receives a $5.00 per month discount as ****************** enrolled into AutoPay.

On March 7, 2022, ****************** qualified for and took advantage of ********s Equipment Installment Plan (EIP)at a local ******** retail location. ****************** purchased a ******* Galaxy S22 handset with the ******************** Equipment Identifier (IMEI) number ***************, which was associated with the mobile number ending in ****,for the full retail purchase price of $799.99 plus applicable taxes and fees.At the time of purchase, ****************** was not required to remit a down payment;however, she agreed to a series of 23-monthly installments in the amount of $33.34, and a 24th and final installment in the amount of $33.17.

On March 11, 2022, ******** sent ****************** a text message requesting that she verify personal information that would make her eligible for the ******** Essentials 55 Plus Voice rate plan no later than April 14, 2022, by contacting ********'s Team of Experts. Regrettably, ****************** did not verify her personal information required to be eligible for the ******** Essentials 55 Plus Voice rate plan and as such, on May 5, 2022, ******** updated the rate plan to the ******** Essentials Voice rate plan at a cost of $65.00 per month, which includes unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.

The billing statement dated May 5, 2022, reflected a total balance due in the amount of $101.00 which was due by May 25, 2022, and was for services from May 5, 2022, through June 4, 2022.This balance was for new charges and consisted of monthly recurring charges,equipment, as well as applicable taxes and fees. On May 23, 2022, ****************** remitted a payment in the amount of $101.00 which resulted in a zero balance.

The billing statement dated June 5, 2022, reflected a total balance due in the amount of $121.12 which was due by June 25, 2022, and was for services from June 5, 2022, through July 4,2022. This balance was for new charges and consisted of monthly recurring charges, equipment, as well as applicable taxes and fees. On June 7, 2022, as a courtesy to ********************** billing concerns, ******** applied a one-time courtesy account credit in the amount of $40.22 updating the balance to $80.90.On June 23, 2022, ****************** remitted a payment in the amount of $80.90 which resulted in a zero balance.

The billing statement dated July 5, 2022, reflected a total balance due in the amount of $121.14 which was due by July 25, 2022, and was for services from July 5, 2022, through August 4,2022. This balance was for new charges and consisted of monthly recurring charges, equipment, as well as applicable taxes and fees.

On July 10, 2022, ********************* financial institution returned the May 23, 2022, payment in the amount of $101.00 to ******** as unpaid, and as such, was charged back to the account updating the balance to $222.14. Additionally, pursuant to the Terms and Conditions of Service, a returned payment fee in the amount of $25.00 was assessed to the account updating the balance to $247.14.

On July 11, 2022, ****************** contacted ********'s Team of Experts and remitted a payment in the amount of $101.00 updating the balance to $146.14. Additionally, pursuant to ******** policy a payment support fee in the amount of $10.00 was assessed to the account which will be reflected on the next available billing statement.

To amicably resolve her concerns and as a courtesy, ******** applied a one-time courtesy account credit in the amount of $30.00 for ********************** billing concerns updating the balance to $116.14. Lastly, ******** verified ********************** personal information to be eligible for the ******** Essentials 55 Plus voice rate plan, therefore,the plan was backdated to be effective on July 5, 2022. We regret any inconvenience to ******************.

Based upon the above, we respectfully request that this matter 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
Customer Answer
Date: 08/23/2022

Complaint: 17683728

I am rejecting this response because: I was already on the plan for 55 and over why would I need to verify it again? Nothing should have changed on my plan except that I purchased a new phone because mine was broke.
I changed nothing but that. Yet my billing changes every month

Sincerely,

*************************
Business Response
Date: 09/02/2022
September 2, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

            Re:      *************************
                        Your File No. 17683728
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated August 23, 2022,regarding the above-referenced account.

******** regrets any additional concerns ****************** experienced regarding her account maintenance and appreciates the opportunity to address her concerns. Regarding ******************** current ******** Essentials 55+ unlimited talk, text, and data rate plan customers, like *****************, need to verify their age by providing appropriate documentation at a Retail store or via email. As previous mentioned, the Billing Responsible Party (BRP) needs to be 55 years of age or older to qualify for this rate plan.

In our response to your office on August 19, 2022, during ********************** tenure with ********, she has changed rate plans on several occasions and as of June 5, 2021, subscribed to the ******** Essentials 55 + Voice rate plan at a cost of $45.00 per month plus applicable taxes and fees, which includes unlimited minutes,unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability. During these rate plan changes it will require the above referenced verification to continue utilizing services associated with the ******** Essentials 55 + Voice rate plan. ******** regrets any confusion this issue may have caused *******************

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
Customer Answer
Date: 09/08/2022

Complaint: 17683728

I am rejecting this response because: this is incorrect. I was on the 55 And overplanned for over a year all I did was get a new phone. And now you're telling me that I needed to go to the store to verify I spoke to several people on the phone and still have this on my account and on my phone bill actually where I called you several times to correct this I had been on the 55 impulse plan for over a year God willing my age hasn't gone down. I recently changed my plan because I'm not giving you a dime more when you continuously build me incorrectly so I have removed the voice to text these detects and I did that 2 weeks ago because my billing is never correct. So now you're telling me that I needed to go to the office and verify my age when I was already on the 55 employees plan for over a year and had been a customer of years for over 30 years.

Sincerely,

*************************
Initial Complaint
Date:08/06/2022
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.
Back in July I had no service for 2 days due to a tower down I contacted metro from a friend's phone about the situation they said it wouldn't be on for 3 days I asked him what am I supposed to do they were no help in answering anything I was forced to be without a phone for 2 days I have a disabled child And how to rely on a neighbor's help for phone calls I had no way to make calls go on the Internet nothing Then ask her about a refund so I can get a phone temporarily and was told that they would be looking into it and they would get back to me which never happened I called again towards ending in July about the refund what's told I can only get $5 credit it And I told her Fine sure I will take the credit Anymore she could do She said she couldn't so I accept it come today August 6 I check on my bill to pay And I wasn't credited I have talked to 5 representatives that have lied and told me told me different stories about my bill only only got a $5 credit and wasted basically 4 hours between between talking to different representatives and a supervisor which is unacceptable I told them I would accept if they can take off a little more money Off the bill that Normally a $100 They have not been helpful asked for a corporate number got the wrong number I recorded one of the managers but the manager's who told me that was the number to corporate office so I can file a complaint I am calling back again to them it's 5:05 PM August 6 I haven't had any help or anybody that can put a complaint in with without me having to call different numbers that don't work The last representative joy I recorded her her and she doesn't know what's going on she had tied to tell me my phone was The last representative joy I recorded her her and she doesn't know what's going on she had tied to tell me my phone was Not metro N she's trying to fix a phone that I didn't ask to fix then she went to check towent to check towers and I'm calling about a situation that happened back in July
Business Response
Date: 08/17/2022

August 17, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re: *************************
Your File No. 17682584
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 *** sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account.

Please note,******** attempted multiple times to contact ******************, but we were unable to reach her. As such, we will attempt to address her concerns with this letter. We look forward to speaking with ****************** and encourage her to contact us regarding any concerns she *** continue to have.

******** is always working to improve its coverage, and we regret any service issues ****************** *** have experienced. We appreciate the opportunity to respond. Unfortunately,******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability which are explained within the Terms and Conditions of Service that can be found at www.metrobyt-mobile.com/terms-conditions-service. ******** has verified Ms. ******** address listed in the correspondence to our office, and based on the coverage map, confirms the address is in a good coverage area with no known issues and no current modernizations in progress.

It is important that if customers experience any difficulties with the service,that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation,******** can attempt to resolve the issue through network or equipment adjustments.

We appreciate ****************** taking the time to provide details of her experience with our Metro by T-Mobile **************** representatives. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority. We apologize if any ******** employee failed in any way to display that during Ms. ******** recent contacts with our ************* representatives.

As a courtesy, on August 6, 2022, goodwill credits totaling $12.000 were issued to the account for Ms. ******** service concerns. We regret any inconvenience to ******************.

Based on the foregoing, we respectfully request that this complaint against ******** be closed.

Customers *** 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:08/05/2022
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.
On June 24th at 2 or 3 PM I called ******** regarding a problem with my phone and I reached the supervisor her name is ***. She promised me a $500 credit toward the new phone and when I saw speaking to her I told her to make sure to notate on the account. Now I received my **** and there was no credit added to the account. I also reached to the ******** customer service and they told me there is no note on the account. I asked them to hear the conversation and they dont want to provide the conversation to me. Thank you!
Business Response
Date: 08/16/2022
August 16,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

            Re:                  ***********************
                        Your File No. 17677962
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated August 5, 2022,regarding the above-referenced account.

******** regrets any concerns ****************** may have with the account and we appreciate the opportunity to address them. ******** records reflect, ****************** purchased an Apple iPhone XR on May 4, 2019; this handset has since been paid off. By purchasing ******** equipment, ****************** received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. ******** account this warranty has been extended as he subscribes to the optional Protection 360 feature. Under the Handset Exchange Program,******** provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.

Additional records show on June 24, 2022, ****************** contacted our Team of Experts (TEX) to advise his was experiencing issues while trying to process a warranty exchange. Prior to this date, ****************** had attempted to resolve his handset issues by performing troubleshooting, and advised TEX he preferred a different Apple iPhone model, specifically the iPhone 13. As a courtesy, TEX processed a handset upgrade order for an Apple iPhone 13 handset at a retail price of $799.99. ****************** agreed to our Equipment Installment Plan (***) for the purchase via 24-monthly installments of $33.34. In addition, TEX agreed to **** the point-of-sale total of $90.32, for the Upgrade Support fee and the taxes on the retail price of the phone, to the account.

Upon review of the account, ******** has no record of a promise to apply a credit of $500.00 to the account for the Apple iPhone 13 handset. It should be noted that at the time of purchase of the Apple iPhone 13 handset, ******** had several promotions that offer various discounts off the purchase of new phones. Regrettably, ****************** purchase does not qualify for a promotion. Nevertheless,in an effort to assist ******************, on August 5, 2022, ******** applied a one-time *** credit of $500.00 to the balance of the Apple iPhone 13 handset resulting in an updated balance of $284.36. On August 5, 2022, ****************** remitted a payment of $284.36 to payoff the *** for the Apple iPhone 13.

Please note that moving forward, no further exceptions to our promotions will be made if ****************** does not qualify for the offer. ******** thanks ****************** for allowing us to resolve 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
Customer Answer
Date: 08/16/2022

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:08/05/2022
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.
I visited Metro PCS on Fri 7/22/22 approx. 2pm est. I purchased an iPhone and from my understanding (and what was on the receipt), I had 14 days to return the product with the original packaging. The very next day (Sat 7/23, approx. 6:40p, Est) I returned to the store because I found that I do not like Apple products. The 'so called' store manager returned the device but then refused to sell me a new android device so I could set up new service on a new phone. I suppose I came too close to closing time or maybe she had better things to do in the back (because that's where she was when I entered the store), but her reasoning for not selling me a new phone is unclear and also unsatisfactory. This is a Metro authorized dealer and they should respect and honor the brand. I live in a very small town and they are the only Metro in town, the next store is almost 45mins away. Because of her unprofessionalism and rude attitude, Metro has lost a customer. I'm assuming she was not happy with the fact that I was returning the phone and she basically retaliated against me. It was my first Apple product and I returned it because the Apple network is a bit too exclusive for me, so I simply wanted to switch out my device, but thanks to the rep I will be leaving Metro. I have the right to return a device if I am not happy with it. I will also be filing a complaint directly with Metro Corporate and advise them of my concerns, so they will know the type of people that are representing their brand. I would like to be contacted by the owner to share my experience and a previous experience as well, because the rep also refused to provide me with his name and contact information. Thank you.
Business Response
Date: 08/26/2022
August 26, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *************************
Your File No. 17676884
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 August 4, 2022, regarding the above-referenced account.

******** regrets any concerns ****************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond. 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.

It should be noted that in accordance with our return policy located at https://www.metrobyt-mobile.com/support/return-policy:

Returns must be made at the store where the device was purchased - All returns must be made for reasons outside of warranty issues.

Refunds will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees. Return Policy is for new device activations only. Device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturers warranty, if applicable. There are no returns, refunds, or credits for any other item not listed above.

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. We regret any inconvenience to *******************

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 toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Initial Complaint
Date:08/05/2022
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.
Metropcs have a promotion if you switch to then , they give you a free phone .AFTER I switched to then they charge me $80.00.I asked why , the lady told me because is not free.I attached the metropcs advertising and my receipt for you to see.Also in METROPCS website still showing FREE PHONE advertising for ******** and ******* phones if you switch, so I did but now the phone is not free anymore something is wrong with Metropcs. I am asking for my Refund $80.00 and $45 plus tax for plan service.I went to other Metropcs stores, and that store told me that Metropcs is Not supposed charge me for a FREE phones if you switch companies . I left my company and I switch to metropcs and did not receive a free phone.I paid again my plan to be with Metropcs and get the FREE PHONE.
Customer Answer
Date: 08/12/2022
Refund please.
Customer Answer
Date: 08/19/2022
I **** I haven't nothing from nobody yet.

Business Response
Date: 08/30/2022
August 30, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re:*********************
Your File No. 17676883
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 August 4, 2022, regarding the above-referenced account.

******** regrets any concerns **************** experienced regarding the above-referenced account and we appreciate the opportunity to respond. 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. Metro by T-Mobile records confirm on August 28, 2021, **************** activated her account with one voice line of service and subscribed to our $40.00 Unlimited Talk Text and *************** rate plan. It should be noted that at the time of **************** activation she did qualify for the switcher promotion and was required to remit payment for her first month of service, device activation fee, as well as taxes on the full retail price of her ******** G ****** handset.

Upon contacting **************** on August 26, 2022, she confirmed that her concerns were regarding her activation on August 28, 2021. ******** advised her of the above and as a gesture of goodwill, offered a one-time, non-refundable account credit in the amount of $85.00. **************** accepted this offer as full resolution to her concerns. As of the date of this letter **************** account remains active with a credit balance of $20.00. We regret any inconvenience to *****************

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 toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Customer Answer
Date: 09/03/2022

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,

****. X ******
Initial Complaint
Date:08/05/2022
Type:Sales and Advertising 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.
On **** I was sold a broken phone at MetroPCS. I went back numerous times to get my money back and they refused to help me. On 8-1, I went back to see if they were able to correct the mistake they made and they were unwilling to. I told other customers not to go with their service and the employee got very belligerent with me and started screaming at me. In front of 10 other people she told me "I should have ran down my father's leg.". She chased me out of the store and told me not to tell her customers not to purchase items there. I felt very threatened and emotionally harmed by the comments that she made and her attitude towards me. I will never do business with them again and I would like *** to face the repercussions of her behavior. After putting me through this they still refuse to give me a refund.
Business Response
Date: 08/24/2022

August 24, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17674602
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 August 5, 2022, regarding the above-referenced account.

******** regrets any concerns ********************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond. 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 completed in-store, and we would respectfully request that ********************** contact the store directly for assistance.

It should be noted that Metro by T-Mobiles return policy only applies to newly activated accounts with a handset purchase. Further, returns must be made at the store where the device was purchased, and all returns must be made for reasons outside of warranty issues. Any handset upgrades are considered all sales final and customers may wish to explore warranty options with their local retail location.

Please be assured ******** takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any ******** employee failed in any way to display that during Ms. ********** recent visit to our retail location. We regret any inconvenience to ***********************

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 toll free at **************.

Very truly yours,

METRO BY T-MOBILE

*******************************
Executive Response
Initial Complaint
Date:08/04/2022
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.
On July 28, 2022, I bought a cell phone for $ ****** from the Metro / ************* store In ********* ** located on ****************** dealt with ************************* who is the Asst *** and acting mgr as he said the Store *** has gone on vacation for how long I have no idea.I get home with the phone and notice the phone says the charger he gave me is not the right charger for the phone and there is a small crack in right corner of the phone.I tried to call ***** and get him finally I do and he says come back and see me on Saturday as nobody else can help you and I will look at the charger and get you another phone if it is cracked Bill so I go back on July 30th early am and ***** sees me but makes me wait for even some customers who came after me he helps them he can see I am not very happy finally he says let me look oh that's odd the charger doesn't work I said you sold me a used and opened box my box was not even sealed he denies that of course then says oh you got phone insurance you can get a new one with a 50 buck co-pay I told him you guys sold me damaged phone now he starts to twist around what he said earlier on the phone two days before and other was all indications that this box was opened and phone used before by someday.I am not paying top retail for a used and damaged phone now they will pull the 14 days has past stuff but I tried to get the replacement the day I got home and two days later.I request a full refund of $ ****** its bad enough with the time factor and gas going back and forth to the store is bad enough I seek refund and keep the phone or heavily reduction if I keep it all my data is on the new phone now *******************
Business Response
Date: 08/18/2022
August 18, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****,** *****

Re:      *****************************
Your File No. 17672768
                        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 August 4, 2022, regarding the above-referenced account.

******** regrets any concerns ****************** may have experienced with his recent device purchase, and we appreciate the opportunity to respond. To begin, Mr. ******** ******** account was activated on December 28, 2018, and currently has four active lines. The account is subscribed to our $100.00 Unlimited plan that includes unlimited minutes, text, and data, for all four lines.

Our records determined on July 27, 2022, ****************** completed an upgrade to a TCL 20 XE device at a local retail location for mobile line ending in 9306. It should be noted ***************** paid $107.87 for the device purchase which includes taxes. Please note, pursuant to Metro by T-Mobile policy, handset returns are only permitted for new device activations. Device upgrades are non-refundable and non-returnable. As such, Mr. ******** upgrade purchase was not eligible for a return. Additional details are available at https://www.metrobyt-mobile.com/support/returnpolicy. It is important to note our records reflect Mr. ******** TCL 20 XE device was a new device and was not previously activated on any accounts. As a result,we were unable to substantiate Mr. ******** claims that the device was previously used.

On August 14, 2022, we contacted ****************** and provided the information outlined above. To resolve Mr. ******** concerns, as a one-time exception, we agreed to apply a one-time courtesy credit of $250.00 to his account to offset the $107.87 paid for the device purchase and the remaining funds could be applied to future payments. At that time, ****************** declined our credit offer. Should ***************** wish to accept our $250.00 credit offer, he may contact our office directly no later than August 29, 2022. We regret any inconvenience this matter may have caused ******************, and we appreciate the opportunity to address his 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 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
Customer Answer
Date: 08/18/2022

Complaint: 17672768

I am rejecting this response because:

They sold me a used device that came out the box un sealed and chipped on the right corner that I notice after I left the store and ***** the Mgr said no problem come back on saturday as I wont be in the next two days and I will take care of it for you also the so called new phone had the wrong home charger and I got no car charger or case as promised.

T Mobile Rep who said she was a Corporate Officer was not which I don't care but her first offer was $ ****** and she said nobody else can make the decision except her I still want a working home and car charger the case was only $ ***** bucks so if the want me to make credit offer that is fine but I still should get a new and correct home and car charger

Thank You

Sincerely,

*****************************
Business Response
Date: 08/26/2022

August 26, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17672768
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 August 23, 2022, regarding the above-referenced account.

******** regrets to hear of Mr. ******** continued concerns regarding his recent device purchase. Mr. ******** upgrade was completed on July 27, 2022. As previously stated in our August 18, 2022, response, per Metro by T-Mobile policy, handset returns are only permitted for new device activations. Device upgrades are non-refundable and non-returnable. As such, Mr. ******** upgrade purchase was not eligible for a return. Additional details are available at https://www.metrobyt-mobile.com/support/returnpolicy.

We spoke with ****************** on August 25, 2022, and advised our investigation determined his TCL 20 XE device was a new device with no physical damage at the time of purchase. Further, the device was tested for charging issues on a later date and no issues were found. To resolve this matter, on August 25, 2022, we offered to issue a one-time credit in the amount of $300.00 to the above account, which ****************** accepted as resolution to his concerns. We regret any inconvenience to *******************

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
Customer Answer
Date: 08/31/2022

Complaint: 17672768

I am rejecting this response because:

I dont see the $ ****** credit in my account yet where do i look the balance due shows a balance last time I look.

If the $ ****** shows up then yes the matter can be closed out.

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

Sincerely,

*****************************
Business Response
Date: 09/08/2022

September 8, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your Rebuttal File No. 17672768
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 August 31, 2022, regarding the above-referenced account.

******** regrets to hear of Mr. ******** continued concerns regarding a credit to his account. As previously stated in our August 18, and 26, 2022, responses, we spoke with ****************** on August 25, 2022, and to resolve this matter, on August 25, 2022, we offered to issue a one-time credit in the amount of $300.00 to the above account, which ****************** accepted as resolution to his concerns.

Please note, our records confirm that the $300.00 credit agreed upon was applied to Mr. ******** account on August 25, 2022. The credit covered the upcoming charges due September 21, 2022 for the services from September 22, 2022 through October 21, 2022 totaling $87.00. ********** Mr. ******** account reflects a credit balance of $213.00. On September 7, 2022, we e-mailed ****************** and provided him with this information. ****************** can also review his account online or via the Metro by T-Mobile app. We regret any inconvenience to *******************

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

Customer Answer
Date: 09/13/2022

Complaint: 17672768

I am rejecting this response because: I have no reception for 2 days but if they did 300 credit then yes you can close the file but also like to inquire about paramount plus n Spotify they told me about.thanks

Sincerely,

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

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