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 - NW Hwy

  2731 W Northwest Hwy Ste 10 Dallas, TX 75220-4788

• 

  Metro By T-Mobile

  4212 Kemp Blvd Wichita Falls, TX 76308-2805

• 

  Metro By T-Mobile - Irving

  2605 W Airport Fwy Ste 1 Irving, TX 75062-6020

• 

  Metro By T-Mobile

  7700 US Highway 19 N Pinellas Park, FL 33781-2799

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:08/04/2022

  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.

  **************** agents are refusing to help me prose's a warranty exchange for my device that will not access mobile data because the phone will not recognize any sim card placed in the device, the device has no damage to it and is clearly a device malfunction and this is the second time my device has malfunctioned this way this second device, the first warranted exchange whent thru with no problems customer service facilitated the exchang and I was sint a new device with no hasals this time beganing 7/1/2021,I have been sint to a store 2 times and never given a new device and the store representative was given the run around about who he needs to speak with and eventually told "I had to wait 3 day to access my account" now 8/4/2022 customer service representative ****** ID number ****** refused to process my warranty exchange pass me off to a supervisor named ****, ID number ****** who is also refusing to process my warranty exchange or provide me with everything I need to take to corporate store to prose's my clame and prevent more runaround, I just want them to proses my clame as was done in the previous exchange,but representatives and supervisors claiming thay do not know what to do but that I have to go to the store again and process this claim. then he told me I had to take my ID the phone and some money to process my warranty exchange why am I being told I have to take money down to process the warranty exchange I've already paid for this phone and I didn't have to pay for a warrant anything on my last warranty exchange now this is Mr **** the supervisor is claiming I have to pay.***** whent down to store ************* me to and store told me they could not proses my warranty clame because I did not buy the phone at there store and the customer service should know that

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17672553
  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 to hear of Mr. ***** device concerns and we appreciate the opportunity to respond.  ******** records confirm ************ activated his account on October 28, 2021, with one line of service ending in 6385.  During activation, ************ purchased a One Plus N10 5G device.  It should be advised that each device is covered with a one-year limited warranty from the initial purchase date.  If the device does not work properly or it stops functioning for any reason covered by the warranty, customers can bring their device to a ********************** store or an authorized dealer.  ************ is covered by the limited warranty until October 28, 2022.
   
  Please note, our records indicate beginning on July 31, 2022, ************ contacted ************* to complete troubleshooting on his device and it was found that he needed to visit a retail location to complete the warranty exchange.  ******** is unable to confirm that ************ went to a retail location to complete the warranty exchange, as we have no record on the account that indicates this was attempted.  In addition, our records indicate ************ has only used one One Plus device on this account, and we show no record of a warranty exchanges completed for his One Plus device since activation.  
  
  However, after further review, ******** confirmed that on August 10, 2022, ************ purchased a new device from a third-party.  ******** confirms that we completed a *** card update for his new device.  During the *** change, the *** Fee Charge was waived in the amount of $20.00 plus taxes.
  
  On August 16, 2022, our office contacted ************ and offered to replace his One Plus device under the limited warranty program.  However, ************ declined this offer as he no longer has possession of the One Plus device and is unable to return the non-working device.  ************ advised our office that the new device purchased from a third-party is performing as expected.  In an effort to resolve this matter, our office offered a one-time **** credit in the amount of $61.00, which ************ accepted.  ************ was advised that this credit covered his August 27, 2022, **** due date and his next payment will be due on September 27, 2022, in the amount of $61.00.  ******** appreciates Mr. ***** business, and we regret any inconvenience he may have experienced.
  
  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
  
  Dolly Anglin 
  Executive Response
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  I went to the store on 02/12/22 to upgrade my IPhone. I specifically said that I wanted to pay at once, so we dont have monthly payments on the phone. The lady who assisted me confirmed that I was paying in full. I just found out that Im paying $8.55 a month for the last 5 months with a total of 24 months.I went to the store no manager was available. I asked to have the manager to give me a call. He didnt. I called twice and he is never there. The manager his name is Tae and I cant get anyone to help. I feel deceived and unfairly treated by their business practices of lying to me about having to pay monthly for 2 years without my consent.

  Business Response

  Date: 08/15/2022

  
   
  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  ******** Account Holder: ***********************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated August 4, 2022, regarding the above-referenced account.   Please be advised ******** records indicate the account holder of record is ***********************************, and she has designated *************************** as an authorized user of the account.
  
  ******** regrets any concerns ****************** may have with the account and we appreciate the opportunity to address them.  ******** records show on February 12, 2022, ****************** purchased an Apple iPhone 13 Mini handset for a total retail price of $699.99 on our Equipment Installment Plan (***).  ****************** remitted a down payment $495.00 and agreed to 24-monthly installments of $8.55.  On that same date, ****************** was offered a trade-in credit of $80.00 for an Apple iPhone SE handset.  The trade-in credit of $80.00 was applied to the point-of-sale total of $618.88 for the down payment, a charger kit, the Upgrade Support charge, and taxes.  
  
  Please note, Ms. ******** purchase qualified for the 2022 Apple Trade P7 promotion which provides 24-monthly recurring device credits (RDC) of $5.00.  However, if the mobile number associated with the *** is cancelled, the promotion will be removed and the monthly credit of $5.00 will cease.  
  
  Additional records show the mobile number associated with the *** for the Apple iPhone 13 Mini handset was cancelled on June 21, 2022, as such the 2022 Apple Trade P7 promotion was removed from the account.  In addition, on August 2, 2022, the remaining line of service on the account was cancelled.  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.  As the account is cancelled, the remaining *** balance of $153.69 was accelerated and posted to the final billing statement dated August 27, 2022.  It is ********'s position that the remaining *** balance is valid and owed.
  
  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 Ms. ******** recent contact with our retail location.
  
  Upon speaking with ****************** on August 11, 2022, our office provided her with the information as detailed above and confirmed that if she had paid in full at the time of purchase and opted out of the *** program, she would have not been approved for the 2022 Apple Trade P7 promotion.  As the account is now cancelled, she agreed to remit a payment of $172.24 which included the accelerated *** balance and the account balance, resulting in no balance due.  The account remains closed with no balance due.  ******** 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

  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:08/04/2022

  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.

  I bought a supposedly new cell phone at Unlimited PCS in *******, ** I wanted to provide business to a local store. But I was sold a used phone which is loaded with Virus' and I did not download any apps. The phonr dod not include a booklet of instructions either. I asked for a new # and got a VERY ACTIVE number for someone named *******. I got numerous calls for this person. My reception is also TERRIBLE and I can not even use the phone in my APT.I want to return this phone and start again. I demand and paid for A NEW PHONE!!!!!!!! The salesperson was very sneaky and opened the box and did all the work on the phone before I even touched it.

  Business Response

  Date: 08/25/2022

   
  
  August 25, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
         Your File No. 17670447
  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 3, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************ experienced regarding his device and coverage, and we appreciate the opportunity to respond.  Our records reflect that ************ activated the above account on July 5, 2022, and currently has one active line of service, which is subscribed to our $40.00 10GB LTE Data rate plan.  
  
  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 *** 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.
  
  Our records reflect that when ************ activated his account on July 5, 2022, he purchased a ******** G ***** 22 handset, which our records confirm was a new device.  Per the terms referenced above, as the 14-day return period has elapsed, ************ is unable to return his device.  Please note, ************ *** find information and/or instructions for his device can be found by contacting the device manufacturer.  
  
  Please note, Metro by T-Mobile customers receive a Limited Warranty on devices provided by the manufacturer for up to 12 months from the initial purchase date.  If the device does not work properly or stops functioning for any reason covered by the warranty, customers can bring their device to a ********************** store or authorized dealer to complete a warranty exchange.  
  
  Regrettably, ******** 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.  
  
  Please be advised when a mobile number is changed or a subscriber is cancelled, ******** holds most of the mobile numbers in an aging status for up to 60 days.  This makes sure that they are not reassigned to new customers. However, it is important to note that when a market is exhausted or running out of numbers, aging can be reduced to 30 days.  As a result, when a customer activates a new line of service, the number they are assigned *** have been used by a previous customer.  ************ *** be receiving calls intended for the previous owner of the number that was assigned to him.  ************ *** contact ************* at the number below or visit a Metro retail location if he would like to change his telephone number.  
  
  Upon speaking with ************ on August 23, 2022, we attempted to provided him with the information outlined above; however, he declined to discuss his concerns at that time.  If ************ has any questions regarding the above information, he *** contact our office directly at the number below.  ******** regrets 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 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
  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17670447
  
  I am rejecting this response because:

  I already tried to return this phone for exchange to the store. They told me to contact T-Mobile.

  I contacted the store prior to 15 days.If this phone was new,why was there no booklet in the box?

  I never even opened the box,the salesman did and very sneakily did a number of things with my phone I didn't understand..

  I will simply get another phone and service from another provider. But I am a senior citizen and was taken advantage of by this slick salesman.

  I will never again use T-MOBILE.
  
  Sincerely,
  
  *************************

   

   

• Initial Complaint

  Date:08/03/2022

  Type:Product 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.

  We signed up for ******** in April.When we realized that the area that was promised covered was infact not covered we cancelled the Contract and returned the free phones via mail as told. A month later we had the amount for 2 of the 4 phones deducted from our account $1287.-.After contacting ******** and showing proof of the return it was acknowledged that they indeed received the devices. I was told that I would get refunded after 3-5 Business days. It did not happen. I've called every 2 weeks for the past 3 month and have been told different things by different people. On my last call on July 18th the promise was made i would get refunded with the next billing cycle. Today is the due date of the cycle and again I'm on the phone with ********.Again no one can give me an answer.After getting bounced around by people I don't see to get anywhere. I have shown patience but by now this appears very Fraudulent.I would appreciate your help in this matter.Thank you Sincerely,***************************

  Business Response

  Date: 08/15/2022

  August 15,2022
  
  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 3, 2022, regarding the above-referenced account. 
  
  ******** regrets any billing concerns Mr. ****** experienced.  ******** records reflect on April 2, 2022, Mr. ****** activated four lines of service which subscribed to the ******************** plan with a rate totaling $160.00 each month for all lines.  The account was enrolled in AutoPay to receive a $5.00 per line monthly discount.  Please note, AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.
  
  Our records reflect on the date of activation, Mr. ****** utilized ********s 24-month Equipment Installment Plan (***) at a retail location to purchase an Apple iPhone 13 handset and a ****** Pixel 6 handset.  Additionally, an order was placed at the retail location to ship two additional ****** Pixel 6 handsets under *** agreements to the address listed on the account.  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. 
  
  At the time of Mr. ******s purchase of the new handsets,******** provided a 14-day return period for the equipment purchased in store,and a 20-day return period for the equipment to be shipped.  This return period allowed Mr. ****** to use the equipment to see if it met his needs. 
  If not acceptable, the equipment could have been returned to the original point of sale for a refund or exchange.  Further,if requested, ******** will cancel the associated line of service and applicable equipment financing agreement entered at the time of the original purchase. 
  
  On April 14, 2022, Mr. ****** spoke with Team of Experts (TEX) to advise the network coverage in his area was not meeting his needs and requested to return his equipment in order to cancel services.  Our records reflect the return order was initiated and Mr. ****** ported his mobile numbers the same day.  As the equipment was not received prior to cancelation, Mr. ******s billing statement dated May 2, 2022, was made available with a balance due of $1,287.32, which consisted of the accelerated *** balances for the four handsets.  On May 21, 2022, the payment for the balance totaling $1,287.32 was processed with AutoPay.  
  
  ******** records confirm Mr. ******s Apple iPhone 13 handset,and the three ****** Pixel 6 handsets were received by our warehouse on July 8,2022, and credits totaling $1,287.32 were applied to the account.  As such, a refund of $1,287.32 has been processed back to Mr. ******s original payment method.  The funds should be received within five business days.  ******** regrets any inconvenience to Mr. ******.  
  
  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: 08/15/2022

   
  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:08/03/2022

  Type:Product 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.

  Tried to tell my story, but reached **** word capacity. Shortened version will now be provided.June 6, 2022...Received a whole house internet receiver from ******** in **********, ************** day trial basis at no cost if returned within time frame. Stated cost: $30.00/month.June 13...Returned received to same ******** store. Not strong enough signal. Told it had to be returned by U.P.S.June 13...Received **** from ******** for $55.00 monthly charge for internet receiver.June 13...Called ******** to set up return. Was told the charge would be removed from the account #*********.July 18...Received 2nd **** from $55.00. Called ********. Expert could not help due to not having a pin number to verify account. Instructed to go to local store.July 19...Went to local store. Verified identification. Told the $55.00 charge would be eliminated.August 2...Received **** from ******** for $12,83 for the minutes used while receiver was being used.August 3...Return to ******** store to address this charge. Was told that the minutes used during trial were chargeable. Refused to help.August 3...Called ******** to speak to a supervisor. After an hour both waiting and trying to get through the Expert, a supervisor, April, spoke with me. Told my story for the 8th time only to be told that nothing could be done to help without the account being verified. The pin number requested was not in my possession nor was a number ever received to my knowledge. Nothing on the initial paperwork shows a pin number. Supervisor instructed me to go back to the ******** store to verify identification. The local ******** expert at the local store could clear up the situation.This will be the third trip to a ******** retail store with the first two trips receiving no justification. I believe the company has put me in a loop that cannot be escaped. It is not the money. It is the principle. Company refusing to work to correct the issue.

  Business Response

  Date: 08/11/2022

  August 11, 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 3, 2022, regarding the above-referenced account.  
  
  ******** regrets any inconvenience ************ experienced and we appreciate the opportunity to address his concerns.  Our records indicate on June 25, 2022, ************ activated a new ******** Home Internet line of service at $55.00 per month.  ******** Home Internet service requires a 5G Gateway, which ******** provided to ************ at no charge. However, if ************ cancels his ******** Home Internet plan, the 5G Gateway must be returned to avoid a non-return fee.
  
  Mr. ***** account was billed by a system known as **** current.  This means charges for Mr. ***** rate plan were billed in advance of the service being provided and became due within that billing cycle.
  As such, Mr. ***** account produced the first billing statement dated June 25, 2022, in the amount of $55.00 and it was due on July 18, 2022.  
  
  Regretfully, on July 2, 2022, ************ contacted our Team of Experts (TEX) and pursuant his request, his ******** Home Internet service was cancelled.  ******** provided ************ with a return shipping label to return the 5G Gateway device which was then received on July 15, 2022.
  
  After, Mr. ***** account produced a final billing statement in the amount of $12.83 after the original monthly recurring charges of $55.00 were prorated due to the cancellation, and it was due on August 18, 2022.  As such, in an effort to amicably resolve Mr. ***** concerns, on August 10, 2022, ******** issued a credit of $12.83 leaving Mr. ***** account with a zero balance and no pending charges. ************ accepted the credit as resolution to his concerns.  ******** regrets any inconvenience ************ experienced.  
   
  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. 
  
  ***** May
  Executive Response
  
  

  Customer Answer

  Date: 08/22/2022

  BBB:

  Accept my apology for not responding.  ******** contacted me with the case being solved to my satisfaction.  Thank you for helping in this matter.

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

  Sent from AT&T Yahoo Mail on Android

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service 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.

  May15,2022 when my pH started acting up I did report it to cousmtrer services this the date I gave them at the ****# I just want to be refunded back to my card the I used to pay my metro bill which which was $60 I was paying monthly for this phone I did not get $60 worth of use I did not get a full month worth of use because my phone never was fully back on or restored after the 15th of may I was left with out services listening to in-store they saying it was the charger after I bought one of the charging pads and it did not work. I needed get into my security system I just decided to just switch just change over my phone number to the other phone I had it was just the best option for me at the time because I cannot afford to pay a phone bill and pill and buy another phone because I hadn't even had that phone a year I hadn't even had that phone a year and I didn't drop it or anything I just woke up that morning to charge it and it wouldn't take a charge then after said and done I was told oh yeah those chargers the plug goes out so I'm just looking for a refund from the 15th to the 29th because the last time I paid the bill was May 29th so I would like a refund from the 15th to the 29th because I did not have no service and I would like a refund from MetroPCS for all their inconvenience and all the bad advice they were giving and then they say they can't find me in the system to refund me my my refund over the phone I'm going to senior citizen I can't keep doing all this and to do this in the month of May all that I went through in the month of May that's why I'm just now being able to file this complaint I even lost my pet dogs two of them because of the craziness and the silliness and the foolishness of other people of some kind of mother's Day present they want to give somebody who does that a person without a soul and a heart and no love this racism this evilness must stop God bless the BBB for all the work that y'all do I'm not a lot of money but yes I Need it.

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *************************
  Your File No. 17663363
  
  
  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 2, 2022, regarding the above-referenced file number.  
  
  ******** regrets any concerns ************** experienced regarding her account.  Unfortunately,with the information available, ******** was unable to locate an account to investigate Ms. ****** concerns.  ******** would like the opportunity to speak with ************** and work toward an amicable resolution.  We request ************** contact our office directly at the number below to discuss this matter.  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: 08/31/2022

  Thanks BBB for been Back on Task and in the know.. in the **************** this Bussiness did help me and understand my problem and stated they did not know why they offer that suggestions and could find me in the system.
  

  
  

• Initial Complaint

  Date:08/02/2022

  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 submitted a claim to metropcs insurance company in October of 2021. After receiving several defective phones I contacted BBB due to the issue I was having. Thanks to bbb that issue was resolved. After receiving a new phone I contacted metropcs to activate the phone. At no time during the activation of the new phone was it told to me that I had to wait 180 days before being able to take my phone to a new company. Ive contacted metropcs several times to have my phone unlocked so I can move to ******** mobile due to lower monthly prices and better customer service. Now they are stating that I have to wait the 180 days until this can happen. They did not state any of this over the phone nor did they send any email to me before completing the activation stating these guidelines. I feel this is illegal to customers because they do not fully disclose these guidelines verbally or written upon the new activation of the phone.

  Business Response

  Date: 08/12/2022

   
  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17661380
  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 2, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  Please note, handsets sold by Metro by T-Mobile are locked to our network and may be unlocked upon receiving active service for a period of 180 consecutive days from the date of the handsets activation.  Review of Mr. ****** handset confirms that the handset was activated for use on his account on June 23, 2022, and will be eligible for unlock on December 23, 2022.  It is important to note that Metro by T-Mobiles Mobile Device Unlock policy is available to customers 24 hours a day, seven days a week at https://www.metrobyt-mobile.com/content/metro/en/desktop/metro/terms-conditions/phone-unlock-policy.html .
  
  Upon review of Mr. ****** account and to resolve his concerns, ******** has overridden the unlock eligibility of his Apple iPhone 12 handset and he may follow the steps at https://support.apple.com/en-us/HT201328 in order to complete the unlock of the handset.  It is important to note that Metro by T-Mobile does not make any guarantees that the devices will have full functionality on other carriers networks.  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:08/02/2022

  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.

  I purchased a phone via a BOGO deal with ********* I got 2 IPhone 11s. Id been a customer of theirs for 10 years at this point. It went downhill from there. The phones were supposed to be for 2 individuals with 2 separate accounts. To this day Im still getting billed for both accounts and they wont fix it. Now theyre trying to tell me I have to pay for both phones. They just keep adding on things I owe them money for that I dont. I have tried talking to them multiple times and get nowhere. I need help.

  Business Response

  Date: 08/12/2022

  August 12, 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 2, 2022,regarding the above-referenced account.
  
  ******** regrets hearing of Ms. ****** concerns regarding her account.  ******** records indicate on May 10, 2021, ************** activated two lines of service ending in **** and 2421.  Additionally, ************** agreed to and took advantage of our Equipment Installment Plan (EIP) with the purchase of two Apple iPhone 11 handsets at a retail price of $599.99 each.  ************** was not required to remit a down payment but agreed to 24 monthly installments: 23 monthly installments of $25.00 per handset and a final installment of $24.99 per handset.
  
  With the activations and purchases, ************ qualified for our 2021 Apple Buy 2 P1: BOGO on select Apple iPhones offer.  This offer,which was available from March 24, 2021, to July 22, 2021, allowed customers who purchased one qualifying Apple iPhone to get another qualifying Apple iPhone free, up to $730.00, via monthly recurring device credits (RDC) when they purchased both on EIP and activated a new voice line.  As such, Mr. ****** account received a monthly promotional device credit in the amount of $25.00.
  
  On June 22, 2021, the line ending in **** was scheduled to cancel.  However, as the above offer only required one line activation, this cancelation had no effect on the monthly promotional device credit.
  
  Upon speaking with ************** on August 10, 2022, we advised her of our findings and provided a **** for her to review.  ******** regrets 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.
  
  ***** May
  Executive Response

  Customer Answer

  Date: 08/13/2022

   
  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:08/02/2022

  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 had service with ******** until January 3rd, *****. This the last day I had my service, but ******** charged me for the service of the whole month of January $110.47. I have called them every month to ask them to cancel the amount of the service charge since I did not use ******** in the month of January. The agent representative has told me on the phone that, they will take care of the problem, but until now, ******** still sending me the **** every month asking me to pay the fee that I did not use the service. I file this complaint to get help form you to check and solve the problem for me because It is not ****** when I did not use the service and have to pay for the service. I hope my concerns can be checked and resolved Thanks for your time

  Business Response

  Date: 08/08/2022

   
  August 8, 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 2, 2022, regarding the above-referenced account.  
  
  ******** regrets any concern ************ may have regarding her account and we appreciate the opportunity to assist in this matter. On September 21, 2016, ************ activated the account and had six mobile numbers ending in ****, 2324, 3545, 2062, **** and **** enrolled in the ONE Plan rate plan, for a monthly cost of $180.00 for the first four lines and $25.00 each additional line. However, as the account was enrolled in AutoPay, each line received a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. In addition, the account qualified for the $10.00 ******** ONE 4th line Promotion and received a $10.00 monthly credit.
  
  On August 13, 2020, ************ qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a ******* ************* 5G handset. Accordingly, ************ was asked to remit a down payment in the amount of $49.99 and agreed to a series of 24-monthly installments in the amount of $58.34. However, as ************ qualified for the ********************* promotion, the ******* ************* 5G handset qualified for 24-monthly credits of $9.09. It is important to note, the promotional credits will be paid out for the full term of the *** with no means to speed up their payout. As such, if the service is cancelled prior to the full 24-months, any remaining promotional credits may stop. Additionally, when 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.  
  
  ******** records confirm ************ canceled her mobile numbers ending in 2324, 2062, 3545 and **** on December 30, 2021, when she ported the mobile numbers to another service provider. Thereafter, on January 9, 2022, ************ cancelled the mobile number ending in **** after she ported the number to another service provider. However, ******** records do not indicate ************ requested the cancellation of the mobile number ending ****; thus, the line remained active and billed normally. 
  Please be advised, ******** debited a payment of $239.25 on January 13, 2022, for the monthly access charges from December 23, 2021, through January 22, 2022, and *** charges. In addition, on February 13, 2022, ******** debited the payment of $170.08 for the monthly access charges from January 23, 2022, through February 22, 2022, and *** charges. As ************ had authorized AutoPay, it is ********s position that the payments debited were authorized.
  
  Moreover, on March 4, 2022, ************ contacted ******** and requested the cancellation of the mobile number ending **** and disabled the **************** The final billing statement dated March 23, 2022, was sent reflecting a balance of $402.47 due by April 15, 2022. This balance consisted of the monthly access charges from February 23, 2022, through March 22, 2022, a credit of $88.32 for mid-cycle changes, *** charges and the accelerated final *** charges for the ******* ************* 5G. On March 28, 2022, ************ remitted a payment of $292.00, updating the account balance to $110.47. Please note, as the account remained past due on July 29, 2022, the account was referred to **************************, a collection agency for collection attempts.  
  
  Furthermore, upon speaking with ************ on August 8, 2022, the above was apprised. As a gesture of goodwill, ******** credited Ms. ***** account the amount of $110.47, updating the account with a zero balance. In addition, ******** removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90 days for Ms. ***** credit report to reflect the change. ******** regrets 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. 
  
  ***** May  
  Executive Response
  
  

• Initial Complaint

  Date:08/02/2022

  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 July 5, 2021 I went to a ******** store and purchased a Inseego MIFI Mobile Hotspot for a total of $69.26. They threw in a tablet deal as well which the associate lied to me and said was free.The data on the hotspot was NOT as promised - we returned the item. They charged us $60 to restock the item and we only got a $5 refund. We returned within 4 days. Associate said we could return within 14 so we clearly were in time with their policy.A week or so later I got a **** for $117, the first month of service. Not only was I upset because I cancelled the service, BUT I was upset because it was more than the associate said. He lied about the cost of the tablet they co-erced us in to buying. He said he would close the account. On July 29, we got ANOTHER **** threatening to take the account to collections for the total. This is AFTER they STOLE the money through Auto Pay. Yes, they STOLE the money from us for a service that we CANCELLED in time with their return policy and then threatened collections. This is absolutely ridiculous. I should Not have to pay for a month of service when I had the service for 4 days and they kept $60. So they didnt refund me for the return and then they took the first month payment anyway.They said they would look into and call me back but no contact has been given.

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***** Sears 
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated August 3, 2022, regarding the above-referenced account.  
  
  ******** regrets that our service did not meet ************** needs, and we appreciate the opportunity to respond to her concerns.  ******** records reflect that on July 1, 2022, ************** activated her account, with one Mobile Hotspot line on our 100 GB Mobile Internet rate plan at a cost of $55.00, monthly, or $50.00, with our AutoPay discount, and a tablet line on our Magenta Tablet rate plan at a cost of $65.00, monthly, or $60.00, with our AutoPay discount.  At that time, ************** purchased an Inseego 5G MiFi device, and a ******* Galaxy Tab A7 device.  With the purchase of the ******* Galaxy Tab A7 device, ************** participated in our 2022 ******* Tablet P6 promotion.  This promotion was from June 30, 2022, and July 6, ****, and offered the tablet on us, via monthly **** credits, when purchasing on EIP, and activating a qualifying line on a qualified rate plan.  With the purchase of the Inseego 5G MiFi device, ************** participated in our 2022 Connected Device P13 promotion.  This promotion was from June 16, 2022, through July 6, 2022, and offered the device at 50% off via monthly **** credits, when purchasing on EIP, and activating a qualifying line on a qualified rate plan.  Both of these devices were returned to ******** on July 8, 2022, and any sales tax paid at the time of purchase were refunded.  Service was cancelled at that time at ************** request.  Please be advised that the chance of a restocking fee is disclosed at the time of purchase.  
  
  Please be advised that ************** billing cycle ran from the 2nd of one month to the 1st of the following month.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term. Accordingly, ************** was billed through August 1, 2022.  As ************** was enrolled in AutoPay, on July 28, 2022, a payment was collected for $117.00.  On August 6, 2022, in an effort to amicably resolve the matter, a refund was issued for $90.00.  The account remains closed with a zero balance.  We regret any inconvenience to **************.  
  
  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 ************** contacts with us regarding the matter. 
  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