Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - Duncanville

  105 S Cedar Ridge Dr Duncanville, TX 75116-4530

• 

  Metro By T-Mobile - Park Cities

  8400 Douglas Ave Dallas, TX 75225-5808

• 

  Metro By T-Mobile - Plano

  3300 K Ave Ste 400 Plano, TX 75074-2339

• 

  Metro By T-Mobile

  PO Box 601119 Dallas, TX 75360-1119

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:08/02/2022

  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.

  Hello,I do not have an account with ********* Nor do I have services or products. When I first called last month to ask them to reverse the charge they said they needed my PIN. I explained that I dont have an account or services therefore I dont have a pin. They said they couldnt help me. They have again charged my credit card for service that I have not received. My cell phone is with ******** $274 on July 3, 2020 145 on August 1, 2020 I also called my credit union (Founders) and they did absolutely nothing. They transferred me multiple times and never put the account into fraud as is standard practice with unauthorized charges.

  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 to hear of Ms. ******** concerns, and we appreciate the opportunity to respond.  ******** records reflect that on May 13, 2022, the above-referenced account was activated.  The account was cancelled on August 8, 2022, in response to Ms. ******** correspondence to your office.  ******** records do not reflect a previous request to cancel the account.  As ****************** enrolled in our AutoPay at the time of activation, payments were collected on June 30, 2022, for $274.00, and on July 31, 2022, for $145.00.  In an effort to amicably resolve the matter, on August 8, 2022, a refund was issued for both payments remitted to the account.  ****************** should allow up to three business days to receive her refund.  The account remains closed with a zero balance.  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

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have changed my plan with Metro pcs three time in the last nine years from their original promotion $25 single line, to $30, to their most recent $40 unlimited talt text+internet promotion. The reason l changed my plan about two years ago, was to stop the constant harassment from the company bc it didn't deliver on the services they promised and kept switching my data numbers. I keep paying my bill on time every month, but the company keeps changing and/or diminishing my services. It is so bad that for the past two months l have to request a refund for the same monthly amount for non service and for wasting my time. Their agents said they will, but never did. My billing cycle starts every 1st of the month, but l couldn't access the internet on my phone right after l made my payment. I keep calling metro pcs throughout the month in order to get some kind of service. They would lie about data usage when l have an unlimited talk text and internet plan. Then one of their agents told me about 100gb usage before my service get slow down. Btw, l rarely reach that much at the end of my billing cycle. I specifically changed my plan to avoid that very issue of constant buffering or no internet altogether. Now, it's worse. It's clearly a rip off to get more money out of customers and it got to stop. They bait and switch and it is not right. I need an apology and refunds for the constant harassment from Metro pcs and lack of service.Thank you!RC

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
              Your File No. 17654402
  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 July 31, 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 $40.00 Unlimited LTE Single Line Promo rate plan.
  
  Unfortunately, ******** 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, 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.  More information regarding our service can be viewed at https://www.metrobyt-mobile.com/terms-conditions-service.
  
  We are sorry that the performance of ********s data network has, at times, not lived up to Ms. ****** expectations.  While it is ********s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity.  In such circumstances, ******** must take affirmative steps to manage the network for the best overall experience of the most customers.  ******** wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.  
  
  A review of the account shows that ************** contacted our ************* several times between May 30, 2022, and July 30, 2022.  A trouble ticket was filed regarding her concerns and our Engineering Team reviewed the network in the area.  Our Engineering Team found that the network is functioning as expected in the area.   
  
  We made multiple attempts to contact **************, via phone and e-mail; however, we were unsuccessful.  Based on the above, it is ********s position the network in Ms. ****** area is working as expected.  If ************** continues to experience issues with the service, she *** contact Metro by T-Mobile at the number below.  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 6 a.m. to 2 a.m., CST.  If you have any questions, please do not hesitate to contact me directly at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response
  

  Customer Answer

  Date: 09/01/2022

  Hi, this is ***************************! I missed your email re: my recent complaint relating to "the bait and switch" issue with Metro pcs (by ********** "The matter never resolved". Someone had called my cell number and left a message, then when l returned the phone call the 2nd time no one answered. l called the company again about a short time before sending you this email, they ping ponged me around and l had to end the call. 
  
  I don't want any direct contact with these people anymore regarding the refund/credit to my account. I don't have anything else to tell them.
  They kept turning my internet off (which l pay monthly before each due date) to the point l've to call them several times in a month to fix the nagging issue. Their agents keep changing changing my original agreements with the company about my data usage. I last changed from their $30 single-line unlimited talk text internet data usage promotion to their recent $40 single-line unlimited talk text internet data usage promotion to eliminate the constant buffering and constant internet shortage issue. Then a few months following the new plan, they started harassing me via email about reaching 33gb several times a month. They explained to me a  slow down in service will occur only after 100 gb data usage. Today, for instance, after l made my payment for the upcoming September month, the company sent me a warning text message about reaching 100 gb data usage. In fact, when l double checked , my exact data usage for this month so far is @ 92 gb. Keep in mind my billing cycle is every 1st of the month and l'm a very loyal customer of 9 years. I want  them to keep their words, respect their customers, and stop moving the goal posts.
   
  Thank you!
  
  RC

• Initial Complaint

  Date:08/01/2022

  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.

  $308 no service phone was put in some else's name while I was the only one in the store and presented my passport and bank card to pay for it. I started.calling the store within a week of my return from vacation and they did nothing. I have made 20 calls and they want to be paid again but t he service has not worked so how can they be paid?

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************** Gallardo  
  Your File No. 17654400
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated August 4, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ******************** may have experienced.  We appreciate the opportunity to respond.  Our records reflect that ******************** established his account on June 23, 2022, and currently has four voice lines subscribed to our 4 for $100 Unlimited Promo rate plan.  Additionally, ******************** purchased four ******** REVVL V+ 5G devices at the time the account was activated.  Please be advised, newly activating customers are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at https://www.metrobyt-mobile.com/support/return-policy.  Customers may return a Device or accessory (Device) within 14 days of the purchase date of the original Device.  Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software.  Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues.  The Return Policy is for new device activations only.
  
  Please be advised, there are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Per our Terms and Conditions, which can be found at https://www.metrobyt-mobile.com/terms-conditions-service: 
  
  Amounts paid for service charges are non-refundable. If your service is terminated for any reason and you have a positive balance in your service account or in your metro by t mobile metro connect account, you will not be entitled to receive any refund. 
  
  Pursuant of the terms our Return Policy referenced above, ******************** is ineligible for a refund. 
  
  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 Mr. ********* recent contact with one of our retail locations.  
  
  During our discussion with ***************************** on August 15, 2022, we provided her with the information outlined above.  Additionally, ******************** confirmed that the name on the account is correct after being updated by a Metro by T-Mobile representative.  Please be advised that if Mr. or ******************** has any further questions or concerns regarding this matter, they may visit the Metro by T-Mobile store where he purchased his device and activated his service.  
  
  According to ******** policy which is available at https://www.metrobyt-mobile.com/terms-conditions/phone-unlock-policy.html, Mobile Device Unlocks are available for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  One hundred eighty (180) days must have passed since the devices activation date.
  
  Although the four handsets purchased at activation do not qualify for an unlock, as a one-time courtesy to resolve this matter, ******** completed the unlock for the four ******** REVVL V+ 5G devices.  Please be advised ******************** must follow the directions below to complete the unlock process.  
  
  1.From the Home Screen, tap the Metro by T-Mobile folder.
  2.Then tab Unlock
  3.Tap Continue
  4.Now tap Permanent Unlock.  The device will request to be permanently unlocked.
  5.The phone is now successfully unlocked. 
  
  ******** regrets 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.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
  
  ****** Reynolds 
  Executive Response 
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  I went into a Best Buy store so a refugee from ******* could get a cell phone. Best Buy is an agent for ******** that opens accounts on their behalf. I was told that this would be my account and that the other person ***** Haivoronska would want to be listed as well on the **** so she can declare herself in *** as a refugee from the war. The account was created with my social security number and a background check was done to my credit. I signed the documents as well. The **** was supposed to be 74$ and once I received the **** there were multiple issues. The incorrect amount as I said and the phone was listed in her name only and not my name. I first called when I received the first ****, I was left on hold each time I called for 45 mils to 2 hours and was not connected to someone from *** as I asked for. Then on the second call I found someone from *** which said the account was fraudulent and that I would need to go to the store to fix this. I went with her to the store located at ***************************************************. Once there I was also told the account would need to be cancelled and redone properly. Over the next two weeks I called at least 4 different times and once again spent hours waiting to talk to someone from *******. After once again finding someone here, she said that the security department was looking into this and would call me back in 11 business days. This was over 1 month ago and I thought they cancelled it until I was charged again this week. They were put on notice multiple times it was fraudulent and I would pursue further action if I was charged again. The refugee woman disappeared from my house, stole the phone, and then went into a store and locked me out of the account because its in her name. So an account with my SS number and my bank account is being charged without my name not on it. If an account uses my SS and my bank account, but is under someone else's name its fraud. ******** has not even called me back.

  Business Response

  Date: 08/09/2022

  August 9, 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 1, 2022, regarding the above-referenced account.  
  
  ******** has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud.  A review of **************** account confirmed that the personal information utilized to activate the account, including his social security number belong to him, however, the account holder name initially entered at the time of active was a clerical error.
  
  ******** regrets any inconvenience **************** experienced and we appreciate the opportunity to address his concerns.  Our records indicate on April 30, 2022, the account is question was activated with one line of service and subscribed to the ******** Essentials rate plan at $65.00 per month plus tax. The account also subscribed to the optional *************** which automatically removes funds from **************** chosen payment method, bank account or credit card, and applied the funds to the account as a payment.  Additionally, AutoPay provided a monthly $5.00 discount reducing the monthly recurring charges to $60.00 per month plus tax.
  
  At the time of activation, a new Equipment Installment Plan (***) was initiated to purchase an Apple iPhone SE 64GB device priced at $429.99.  **************** was required to remit a down payment of $50.00 and agreed to 24 monthly installments of $15.84 each.  Further review confirms that the purchase qualified and received the benefit of the 2022 Apple Activate P2 offer and as such, it received a monthly device credit of $8.96 toward the *** installments.  
  
  On May 2, 2022, **************** contacted our Team of Experts (TEX) regarding the account holder name displayed on his account and requesting to update the information.  Regretfully, as **************** was not displayed as the account holder or authorized user, TEX teams could not provide access to the account.  Unfortunately, **************** attempts to update the account information were unsuccessful as he still did not reflect as the account holder or authorized user of the account.  
  
  Meanwhile, the account produced the first billing statement in the amount of $96.88 and it was due on May 19, 2022, for automatic draft through which was processed accordingly.  After, the account produced new billing statements of $76.71 remitted in full on June 3, 2022, and $71.71 processed through AutoPay on July 19, 2022.  
  
  To resolve **************** concerns, ******** confirmed that the information used at the time of activation belonged to **************** and as such, it was determined the account belonged to him.  As such, ******** updated the account holder name to ****************.  On August 9, 2022, ******** contacted **************** to advised of the changes.  Additionally, pursuant **************** request, the account was cancelled.  ******** also issued refunds for the payments of $76.71 and $71.71 respectively back to **************** credit card and the funds will be available within three business days.  ******** also issued a credit of $72.25 for the current balance leaving the account with a zero balance.  Finally, ******** will remove any final charges accrued on the account after cancellation.  **************** accepted our offers as resolution to his concerns. ******** regrets any inconvenience.  
  
  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:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to purchase a phone at metro pcs. I paid mostly with cash, but had to pay the rest with my card. Without my knowledge the employee kept my money and put me on a payment play with smart pay. I found out almost 5 months later that I was paying for a phone of ****** a month that I had already paid cash for. I went to metro pcs to see what was going on. I was told that they fired several employee because they were keeping people money and putting them on payment plans, I was also told I wasn't the only person scammed and its nothing metro pcs can do. I should call my bank and fight it. Well when he did this he had none of my correct information to put me on a payment plan. So he made up an email address, and street address, etc. The only thing he had about me was my name and my card number. When I contact smart pay thy asked me for all the correct info and acted like nothing happened and wanted me to still pay them. I am so frustrated I'm out of $ 800 dollars. So now it seems like I payed **** dollars for a phone that was 6 hundred. They asked me for my receipt for proof. I brought the phone in November so I don't have that. So they told me to give them my bank statement and I did and after they seen it they still don't want to give me my money back. I don't know what else to do. I am a single mother going to school and working full time to take care of my family. ****** afford to lose out on that much money. The big issue for me is that they know I was scammed by one of their employees but yet its nothing they can do about it. I'm reaching out to BBB to ask for help. I don't know what to do or how to go about it. Ut I need my money back. This has hurt me financially and also credit wise because now they sent it to the credit department. For this reason my credit went down like 68 points. Please help me

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *****************************
  Your File No. 17652399
                          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 July 28, 2022, regarding the above-referenced account. 
  
  ******** regrets any concerns ****************** may have experienced during her handset purchase. 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 ******************** contact with the authorized dealers.
  
  Please be advised that we spoke with ****************** and informed her that Smart Pay is a third-party company, and she will need to contact Smart Pay directly to dispute charges as the lease is with them directly.  It is important to note that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are not able to view any instore transactions.  We respectfully request you forward this correspondence to Smart Pay for further investigation and response.  We regret any inconvenience to *******************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* by dialing 611 from their handsets or by dialing ****************.  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:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into the metro store in **************** *********** ** and paid for a phone and case that was $40 and they ended up not having a case in stock and refused to give me a refund, it has been over a month and every time I call them they refuse to work with me and have been extremely rude and I have recordings of the calls for proof as well. I want a refund so I can protect the $240 phone I bought.

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      ***********************
  Your File No. 17652029
                          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 1, 2022, regarding the above-referenced account. 
  
  ******** regrets any concerns ************ may have experienced when recently visiting a retail location and we appreciate the opportunity to respond. It is important to note that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are not able to view any instore transactions.
  
  Please be assured ******** strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any ******** employee failed in any way to display that during ************** recent contact with the authorized dealers.
  
  We spoke with ************ on August 4, 2022, and at that time, we provided the above information.  To amicably resolve ************** concerns, we offered an account service credit of $40.00, which is equivalent to the cost of the accessory purchased.  ************ accepted the offer.  With the credit, *********** has an account balance of $20.00.  We regret any inconvenience to ************, and we appreciate the opportunity to review this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

• Initial Complaint

  Date:08/01/2022

  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.

  Under the Uniform Commercial Code I sent in a remittance slip/payment coupon to Metro PCS by certified mail to discharge a debt for July 2022. The coupon was received July 15,2022 and should have been credited to the account. Instead the account was closed and no written statement/letter was received. **************** that once a tender of payment is received it is to be discharged. I've spoken to several people at the call center and was told they got it but it wasnt accepted. That is unlawful and dishonor.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      Gane ******
              Your File No. 17650726
              Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.   ******** is in receipt of your correspondence dated July 18, 2022, regarding the above-referenced account. 
  
  ******** regrets any inconvenience **************** may have experienced regarding a payment concern.  We appreciate the opportunity to respond.  Our records reflect that **************** established an account with ******** on April 14, 2020, which was cancelled on July 30, 2022. 
  
  The document **************** submitted as payment for the Metro by T-Mobile account number referenced above is not an acceptable form of payment towards the balance owed for accrued charges under your Service Agreement. Metro by T-Mobile does not recognize that document as a valid form of payment. Under Metro by T-Mobiles Terms and Conditions, all accrued charges must be paid in full by the due date on the customers billing statement.
  
  As a result:
  
  ****************** Metro by T-Mobile account has not been credited with the payment amount he claimed to make utilizing this invalid payment method, document, or instrument.
  
  If Metro by T-Mobile does not receive payment in full by the due date on ****************** billing notification, it will be treated as a late payment or non-payment under Sprints Terms and Conditions and can result in suspension of ****************** service.
  
  A valid payment must be provided by using a bank account or debit/credit card at our convenient payment options or Online: **************** may visit metrobyt-mobile.com/my-account/sign-in or the MyMetro App to access our Payment Center.
  
  Phone:**************** can call *611 from their Metro by T-Mobile phone to access our automated payment system.
  
  If **************** has any questions regarding payment on his account, it is necessary that he contact ************** toll-free at ************.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  If you have any questions, please do not hesitate to contact our office at the address listed below or me directly at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *****************************
  Executive Response

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a MetroPCS customers many years before TMobile took over and every since service has been sub-par. Since June 12th, 2022 I have been issues with my phone service. I have been experiencing poor signal/service, slow or lagging when downloading, not receiving phone calls and texts or I received texts hours after that have been sent. At first, I thought it was because it was close to my **** being due but this poor service continued after paying my ****. I have done all the troubleshooting steps several times and I constantly have to restart my phone. I have paid my **** again and still no resolution. At this very moment I have a H hovering where my day is displayed and when I restart the phone it goes to 3G then back to H. I use my phone to work and without data or the phone working properly I can not do my work which is affecting my lively-hood. I think it unfair for me to pay my phone **** every month but month after month I am not getting the service I am paying to receive. Metro by T-Mobile are aware of issues and refuse to compensate customers for the inconvenience or take responsibility for the poor service. I am so tired of wasting my time on the phone with representatives about the same issue over and over. So, moving forward until this issue is resolved I will write a complaint every day that I have service issues until Metro by T-Mobile resolve the issue. Next, I will take my story to the News and see what I can do about getting a Class Action Lawsuit started because this is ridiculous and I know I am not the only one dealing with poor service. We never had this issue with MetroPCS and at least they cared about what customers were experiencing.

  Business Response

  Date: 08/10/2022

   
  August 10, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17649751
  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 July 31, 2022, regarding the above-referenced account.  
  
  ******** 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.
  
  Upon speaking with ************** on August 5, 2022, we discussed the above information.  ************** provided additional details regarding the issues she is experiencing, and we engaged our engineering team to further investigate her concerns.  Upon completion, our office will follow up with ************** and continue to work towards a resolution.  As a goodwill gesture, due to the service issues she described, we offered ************** a two-month service credit totaling $120.00, which she accepted.  With this credit, the account now reflects a credit balance of $57.00, which will be applied toward future monthly service charges.  We regret any inconvenience to **************, and we appreciate her feedback regarding her 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 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:07/31/2022

  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.

  In 2020 I had no cell service problems. Then after that winter was over , my cell service just continues to get worse . I know it is a tower problem , because when I go 5 miles from home I no longer have an issue. I have tried to talk with *********** They have not helped me at all . Most of the time you cannot understand the person you are talking to because they don't speak English

  Business Response

  Date: 08/12/2022

  August 12, 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 1, 2022, regarding the above-referenced account.  Please be advised ******** records indicate the account holder of record is ***************************, and he has designated *********************** as an authorized user of the account.
  
  ******** is always working to improve its coverage, and we regret any service issues ************** *** have experienced.  Regretfully, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location, and *** change without notice.  ******** has verified the service address provided by ************** in his correspondence to your office and based on the coverage map, confirms the address is in a moderate coverage area with no planned enhancements.  ************ Mr. ****** experience is as expected. 
  
  Please note that for customers experiencing coverage concerns, ******** offers 4G/LTE CellSpot devices which require a Wi-Fi connection and are unique and simple solutions to improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Our 4G/LTE CellSpot devices have been found to boost coverage to approximately ***** square feet and on average, triple a customers in-building network performance.  It should be noted that the coverage devices are ******** property and if not returned within 30-days in an acceptable working condition upon cancelation of service, the account *** be assessed a non-return fee of up to $400.00 per device.  Additionally, there is a $25.00 deposit fee when ordering a 4G/LTE CellSpot, which is released upon the coverage device being returned to ******** in an acceptable working condition.  If ************** would like to receive a 4G/LTE CellSpot, he *** contact me at the number below, or his Team of Experts (TEX) by dialing 611 from his handset.  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

• Initial Complaint

  Date:07/30/2022

  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.

  On 05/31/2022 @4:53 p.m., I purchased an iPhone 11 from Metro ******* pa** for it in FULL! I recently found out that I don't own the phone because it is locked, which they mentioned nothing about during the time I purchased it in full. I asked them to unlock the phone & was told they can't. I don't own this phone because it's locked & therefore want my money back for their property. I have been a loyal customer since before 2016 with **************************** appalled at this foolishness. When I purchased my vehicle, I own the vehicle with no lock on it. I purchased the phone in full & it should not have a lock on it. I am very upset about this & even more upset that my loyalty means absolutely nothing to this company. I want my phone unlocked or my money back asap!! Metro refuses to unlock it. I was on the phone with them for over an hour speaking to a supposed supervisor name Angel ** #***** who was absolutely no help.

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              RE:      *********************************; 
                          Your File No. 17646131
                          Metro by T-Mobile Account No.  *********
  
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated July 29, 2022, regarding the above-referenced file account. 
  
  ******** regrets any concerns ************************** may have experienced with our Mobile Device Unlock (***) policy.  According to ******** policy which is available at https://www.metrobyt-mobile.com/terms-conditions/phone-unlock-policy.html, we provide MDUs for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  One hundred eighty (180) days must have passed since the devices activation date.
  
  On May 31, 2022, ************************** purchased an Apple iPhone 11 handset for her mobile number ending 0193.  After review, our records indicate the handset was not used on the account for 180 days and as such, was ineligible for an ***. 
  
  Following e-mail correspondence with **************************, she confirmed she no longer had possession of the handset and a *** was no longer needed.  ******** regrets any inconvenience to *************************.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.  Our office may be reached at the address listed below or by calling ************. 
  
  METRO BY T-MOBILE
  
  ***************************
  Executive Response

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17646131
  
  I am rejecting this response because: Metro PCS does not care about loyal customers that's been with them over a decade. I worked for the phone company when CLECS first came about. I know about porting lines, cell phones, orders, etc. I've dealt with CLECs enough times to know it takes a click of a button or a work order to do whatever needs to be done, INCLUDING unlocking a phone. So NO I don't agree to their decision or their bs policies! Yes I'm rejecting their response & definitely telling EVERYONE I know & don't know to not waste their hard earned money on a company who cares less about loyal customers!! This is the reason their employee turnover rate is so high & why so many Metro stores are shutting down. They will be extinct very soon!
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      ***************************************
  Your File No. 17646131,Rebuttal
                          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 any continued concerns ************************** may have experienced with our Mobile Device Unlock (***) policy.  As stated in our previous response dated August 18, 2022, ************************** purchased an Apple iPhone 11 handset on May 31, 2022, for her mobile number ending 0193.  After review, our records indicate the handset was not used on the account for 180 days, and as such, was ineligible for an ***. 
  
  On August 18, 2022, we communicated with ************************** via e-mail correspondence, and she confirmed that she no longer had possession of the iPhone 11 handset because it was used for a trade-in.  *********************** was no longer in possession of the handset, a *** could not be completed.  ******** Ms. *********** requested to unlock her ******* A32 handset, and to resolve her concerns, we agreed to the unlock.  On August 18, 2022, we assisted ************************* with unlocking her ******* A32 handset associated with the **** ending in 5632.  ******** regrets 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: 09/02/2022

   
  Complaint: 17646131
  
  I am rejecting this response because: If I still had the iPhone 11 in my possession, MetroPCS would NOT have unlocked the phone. MetroPCS only uses ********s network because theirs isn't adequate. I was informed they are 2 separate entities by a ******** higher up. They didn't do me a favor by unlocking my other phone, they had to unlock it because I've had that phone for years. This is a horrible company full of scams & being a loyal customer means absolutely nothing to them! Don't bother eating your time with these crooks!!
  
  Sincerely,
  
  ***************************************