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 - 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 - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

• 

  Metro By T-Mobile - Dallas Regional Office

  6513 Windcrest Dr Plano, TX 75024-3052

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:07/29/2022

  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.

  Date of Transaction: July 13, 2022 Place of transaction: Metro by T-Mobile store #**** Total amount of transaction: $203.94 Amount disputed: $13.06 Account number: ********* Phone number of Account: ************ Description of issues:1. While setting up service, the sales associate illegally crammed my **** with unauthorized insurance. I had no knowledge and did not consent to this charge. The unauthorized crammed insurance was $12 + tax = $13.06 2. While setting up service, I asked about unlocking my phone for travel to Europe this summer. The sales associate assured me that the phone can be unlocked for my summer vacation by calling 611. My phone was never unlocked. I returned to the same location and spoke with the same sales associate as well as spoke to a manager. They both assured me that my phone can be unlocked within 25 days. Nearly two months later and my phone is still not unlocked! I appears now that I was purposefully lied to and mislead by Metro by T-Mobile staff in order to make a sale and cram my **** with unauthorized insurance.I have attempted, in good faith, multiple times to resolve this issue with Metro by T-mobile. They refuse to honor their word and unlock my phone for international travel as stated while setting up service and a subsequent visit back to the store as stated above.I have also requested a refund for the illegal crammed insurance including tax which Metro by T-Mobile has since ignored and refuse to refund my credit card. That case ID was: ********* made on July 13, 2022. I was told it would take ***** hours for the refund to post to my credit card yet the next day, July 14, the case was closed with no refund issued and no explanation as to why they just closed it.I have been getting nothing but the run around and purposefully misled from the moment I stepped into their store. Metro by T-Mobile has not acted in good faith to resolve either of these issues so I am forced to contact the BBB for assistance.

  Business Response

  Date: 08/09/2022

   
  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *******************************
  Your File No. 17645551
  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 account.  
  
  ******** regrets hearing of Ms. ******** concerns, and we appreciate the opportunity to respond.  Our records show ****************** activated her account on June 13, 2022, with the mobile number ending in ****.  *** account is subscribed to our $15.00 Unlimited Talk, text, and 2GB at up to 5G & 4G LTE speeds rate plan.  *** mobile number **** also had the Metro Guard optional insurance feature that covers against loss, theft, accidental damage (including water damage), and out-of-warranty malfunction.  On June 14, 2022, the Metro Guard feature was removed.  On July 19, 2022, ****************** elected to add the mobile number ending in ****, with the same rate plan outlined above.  *** device in use since activation has been the Apple iPhone 11 with the **** ending in **** for the mobile number ending in ****.  
  
  According to ********s Mobile Device Unlock policy which is available at http://www.metrobyt-mobile.com/terms-conditions/phone-unlock-policy.html, we provide an *** for devices that meet the following eligibility criteria: 
  
  *** device must be purchased from Metro by T-Mobile. 
  *** device must not be reported as lost, stolen, or blocked. 
  One hundred eighty (180) days must have passed since the devices activation date. 
  
  To complete Ms. ******** *** request, the Apple iPhone 11 device is required to be active for 180 consecutive days, which will be December 10, 2022.  Regrettably, our records do not indicate ****************** was advised otherwise and Metro by T-Mobile does not provide travel exceptions, as such, she may contact us on the number below on or after December 10, 2022, to resubmit her unlock request.  
  
  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such we are unable to view any transactions done in-store.  Any refunds are handled solely by Metro by T-Mobile stores.  
  
  Please be assured ******** takes allegations of employee misconduct very seriously.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during Ms. ******** recent contact with our retail location. 
  
  On July 23, 2022, as a courtesy, we applied a nonrefundable credit of $13.06 to Ms. ******** account, which now leaves the balance of $13.94 due on August 12, 2022.  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 to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17645551
  
  I am rejecting this response because:
  
  The Metro by T-Mobile store that I made my purchase from is a CORPORATE store wholly owned and operated by Metro by T-Mobile. Not an authorized 3rd party dealer. You still have yet to take ownership of the illegal cramming of unauthorized insurance done by an official Metro by T-Mobile employee and REFUND MY MONEY to the credit card that was used! Refund my money for illegally stealing from me via unauthorized insurance.
  

  Continuing, this same employee lied multiple times, which is now apparent, in order to get me to sign up for service and purchase a phone. I expressly asked about unlocking for international travel and was told multiple times, by above corporate store employee, that the phone can be unlocked for travel within 25 days. I also spoke with a female manager who repeated this lie to me. 
  

  I have been struggling for months trying to right the wrongs done here. Metro by T-Mobile hasnt even tried to address this in good faith and even try to unlock my phone as a courtesy for the lies and scams their employees perpetrate trying to trick people into signing up for service and purchasing phones. All Metro by T-Mobile has done is stale and send cut and paste form letter responses never fixing either issues.

   

  This is unacceptable and needs to be fixed post-haste.

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/29/2022

  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.

  This is my second complaint. Going over my account and discovered my IPhone is locked meaning I cant sell or trade it in. Despite I paid the phone completely off I owe nothing for my phone. Also noticed Im being charged installment payments on a free watch that received if I added a line

  Business Response

  Date: 08/04/2022

  August 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****************************** No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated July 30, 2022, regarding the above-referenced account.  
  
  ******** regrets to hear of Ms. ******** concerns, and we appreciate the opportunity to respond.  Please be advised that ******** records reflect that Ms. ******** Apple iPhone 11 handset was eligible for unlock, and that on July 29, 2022, when she contacted her Team of Experts (TEX), the handset was unlocked at her request. 
  
  On May 2, 2022, ****************** purchased a SyncUP Kids Watch on our Equipment Installment Plan (EIP) and participated in our 2021 SyncUP Watch P1 promotion.  This promotion was from November 5, 2021, through July 20, 2022, and offered the device at no cost, up to $174.00, via monthly **** credits, when purchasing it on EIP, and activating a new line on an eligible plan.   Upon careful review, ******** records reflect that Ms. ******** billing statements reflect a charge for the device for $7.25, and a corresponding credit for the device for $7.25.  As such, the device is at no cost as the promotion offered.  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:07/29/2022

  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.

  On 7/22/22, I went to Metro to buy a phone, memory card, however I did ask ******* about accessories but after getting the price. I told her NO, take it out. I asked her why my **** was so high, she mentioned items except for the ***************** case. I walked out without knowing that she had placed the protector on my phone and she said I'll give you the case FREE since I already opened it. I wasn't given my receipt until the next day even though I went 3x that day. When I saw that the accessories had been charged, we talked to *********, the manager, who refused to refund me even though the receipt clearly says return accessories within 2 weeks. Clearly fraud.

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17639033
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated August 4, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** may have experienced regarding her account and we appreciate the opportunity to respond.  Please be advised our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any in-store transactions and we respectfully request that ****************** contact the store directly for further assistance.  It should be noted that on July 26, 2022, ******** applied a credit of $22.49 to Ms. ******** account as a gesture of goodwill resulting in a balance due on August 4, 2022, of $52.51.
  
  Nevertheless, to amicably resolve Ms. ******** concerns, on August 9, 2022, ******** applied a one-time non-refundable account credit to her account in the amount of $26.24.  This credit, when combined with the previous credit of $22.49, totals $48.73, the amount ****************** is disputing.  As of the date of this letter, Ms. ******** account remains active with a balance due September 4, 2022, of $48.76 to continue services.  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:07/28/2022

  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.

  bat and switch sales tactics The sales agent said they will pay off my phone and my **** would only be 200 per month. However, ever after calling because they did NOT pay my phone off, they said they will need to increase my **** to ****** in order to pay my phone off. I was misled on purpose just to make a sale.

  Business Response

  Date: 08/05/2022

  August 5, 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 July 28, 2022, regarding the above-referenced account.  
  
  ******** regrets any inconvenience ************** experienced and we appreciate the opportunity to address her concerns.  Our records indicate on July 2, 2022, ************** activated her account with three voice lines with the numbers ending in ****, **** and ****, and subscribed to the Magenta *** rate plan at $140.00 for the first two lines of service and $30.00 per month for the additional line of service.  ************** also qualified and received the 2022 Line on Us P2 offer and as such, her account receives a monthly credit of $30.00 to cover the costs of the additional line of service. 
  
  ************** also activated a Mobile Internet (MI) line of service with the number ending in **** and is subscribed to the Mobile Internet 50GB rate plan at $50.00 per month.  Additionally, ************** took advantage of our ******* on Us offer and receives a monthly discount of $12.99 towards her ******* Premium HD subscription to make it only $7.00 per month.
  
  Furthermore, ************** took advantage of our Equipment Installment Plan (EIP) to purchase an Apple iPhone 13 device priced at $799.99.  ************** was required to remit a down payment of $265.99 and agreed to 24 monthly installments of $22.25 each.  Also, ************** used EIP to purchase a Franklin *** Mobile Hotspot device priced at $90.00 and was required to remit a down payment of $48.00 and agreed to 24 monthly installments of $1.75 each. At the time purchase, ************** traded in an Apple 12 ************** and a OnePlus N100 Nord device and received a combined trade-in credit of $430.00 which ************** opted to use towards her upfront costs.  
  
  ************** account also received the benefit of the 2021 Connected Device P21 offer which provides a monthly credit of $3.75 to cover the costs of the Franklin *** Mobile Hotspot device.  Also, ************** account qualified for the 2022 Apple Trade P11 offer which stipulated that from May 26, 2022, through July 13, 2022, customers could get up to $800.00 off on an Apple iPhone 13 series device, via one-time trade-in credit and monthly device credits, when they purchased it on EIP, traded in a qualifying phone, and activated a new voice line. A review of ************** account confirms that on July 2, 2022, and July 31, 2022, her account received the promotional monthly device credits of $16.25 towards the Apple iPhone 13 device
  
  However, on August 4, 2022, ************** account was unenrolled of the 2022 Apple Trade P11 offer as she was instead taking advantage of the Keep and Switch offer.  The Keep and Switch offer stipulates that starting June 11, 2020, and for a limited time, customers from select carriers who port over to ******** can keep their eligible phone and we will reimburse them for their remaining device payment plan (up to $800.00) via virtual prepaid card.  Regretfully, the 2022 Apple Trade P11 cannot be combined with the Keep and Switch offer. Additionally, ************** also did not meet the requirements for the Keep and Switch offer but the 2022 Apple Trade P11 was no longer available on her account as well. 
  
  On August 4, 2022, ******** contacted ************** regarding her concerns and went over her rate plan and promotional offers. In an effort to resolve her concerns, ******** issued a refund of $781.78 account credit equal to the value of the Keep and Switch offer in the form of prepaid card mailed to ************** billing address of record.  ************** should allow up to ten (10) business days for processing and delivery.  Pursuant ************** request, ******** updated her rate plan to the Magenta rate plan at $120.00 per month after the 2022 Line On Us P2 discount.  ************** accepted the refund, and the rate plan changes as resolution to her 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. 
  
  ***********************
  Executive Response
  
  

• Initial Complaint

  Date:07/28/2022

  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.

  Problem with ****************** ********************************************* Phone ************ I have ported over two numbers from ******* on 6/23/2022...************ & ************, which i have successfully confirmed with ******** support **********, **, with your agent Carlus who has successfully done a GREAT job for ******** and needs accommodations for great work, PROBLEM: when i'am transferred to rebate department which i was promised $800.00 per line (2) which is coming from *******, I have encountered nothing but PROBLEMS with this department with there language and refusal to assist, i have emailed the final ******* **** to ******** rebate department (7) times and agents from rebate department are not even showing where i have successfully ported over both numbers, BUT!! ******** agents out of Birmingham *************** have no problems finding my account #*********, and showing where i was promised $800.00 per line to port over from ******* to ********, PLEASE,PLEASE have someone other that overseas agents work on this rebate issue, preferably Carlus/**********,**, call center. Thanks for your support and help...************

  Business Response

  Date: 08/10/2022

  August 10, 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 July 28, 2022, regarding the above-referenced account.
  
  ******** regrets hearing of Mr. ******** may have encountered regarding our Keep and Switch offer.  ********s Keep and Switch offer allows customers from select carriers the option to transfer their number to ********* keep their eligible phone, and qualify for reimbursement of up to $800.00 for their remaining device payment plan with their previous provider.  To be eligible for this offer, customers must submit a copy of their itemized final billing statement showing the final device balance at www.switch2t-mobile.com within 30 days of activation.  The reimbursement amount is issued in the form of a virtual prepaid MasterCard within 30 days of their submission being approved.  It is important to note that to participate in the Keep and Switch program, the handset must be an eligible handset for this offer.  As can be expected, there are several eligibility requirements to be met.  Additional information can be found at https://www.t-mobile.com/offers/switch-to-t-mobile-from-verizon-or-att?carrier=verizon.
  
  On June 22, 2022, ****************** activated his account with two voice lines ending in **** and 2741.  Regrettably, our records do not reflect ****************** submitted for our Keep and Switch offer and therefore, he did not receive it.
  
  Upon speaking with ****************** on August 10, 2022, we advised him of our findings.  Although it is outside of the submission period for Keep and Switch, our office has offered to accept the required documentation to honor the offer.  ****************** has accepted this as resolution to his concerns.  ******** 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: 08/10/2022

   
  Complaint: 17639112
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Breeeden NOTE: There are several discrepancies with ********************** rebuttal that are not true, i was told by **Mobile agent Carlus 7/13/2022 that i  had 120 days  to submit forms from ******* final **** which i have just received twice, after emailing the final **** documents to **MOBILE support ***** May, as he requested ,he informs me that this is not correct ,which i explained that is ALL that ******* is sending me after asking several times for final **** in PDF form on both I phones on both lines, he also informs me that he is closing the BBB complaint without asking me if i am satisfied with **Mobiles response from there rcsolutions@t-mobile support.com, which i explained upon initial trying to submit my ******* documentation i made seven (7) attempts with **Mobiles rebate department, all seven (7) times foreign speaking agents were unable to find my **Mobile account, which prompted me to open this complaint with BBB, the reason i left ******* wireless is because of there false promises,inaccurate statments which i backed up with E-Mails, i really hope that i am not going throught the same senario with **Mobile...

• Initial Complaint

  Date:07/28/2022

  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.

  In February of 2021, via a sales call ********* I was told I had service in my home, at the time I was babysitting a 4 year old child and could not be without service. I would have to go outside to use the phone to call ******** to tell them the phone would not work inside my home, the ******** person I was speaking to said " no it won't pick up there", told me I was within the trial period to ship the phone back ( the phone arrived 2 days later than I was told) & I had a zero balance. I shipped the phone back to ********, received emails from ******** confirming what I am saying. I no longer have these emails. I assumed the ordeal was over then received a **** of around $100 dollars, I called , was on the phone with a foreign speaking person for over 2 hours , I continued to ask for a supervisor, the foreign female came back on the line and was once again told there was a zero balance. I received another ****, I took this **** to the store in ********* **. Where I was told I would have to call ********, which I did, AGAIN, same conversation with a foreign individual, zero balance, "no worries", 2 hours. Then I received a phone call from a collection agency in the fall of last year. I explained this all to the lady, she said "ok". I told her that ******** was supposed to credit me with the activation fee I had paid, close to $ ****** because the person at ******** (originally) lied by saying the phone/service was available to me. I had told this to the other ******** people I had spoken to as well. Then I received the letter from ************************** ****************** I contacted the agency, discussed the issue, was advised to send an email dispute, which I have done. No reply , so I made a choice to contact BBB. I did not keep the phone, I did not have 2 lines. I did EVERYTHING I was asked to do by TMobile in advance of the time frame given to me by the person who said "no, it will not pick up there"

  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 July 28, 2022, regarding the above-referenced account. 
  
  ******** regrets to hear of Ms. ********* billing concerns and appreciates the opportunity to respond.  Our records reflect ******************** activated her services on February 2,2021, with one voice line and one watch line of service.  On this date, ******************** purchased a ******* Galaxy A71 handset on our Equipment Installment Plan (***) for use on mobile number ending in 8497.  ******************* agreed to 24 monthly installments of $20.84.  Additionally on this date, ******************** purchased a ******* Galaxy Watch Active 2 device on *** for use on mobile number ending in **** and agreed to 24 monthly installments of $15.84.  Lastly, ******************** purchased accessories on *** and agreed to 12 monthly installments of $6.26.
  
  Please note, on February 19, 2021, ******************** contacted our Team of Experts (TEX) with regards to her coverage concerns.  During this interaction, TEX advised ******************* of the coverage expectations in her area, and the modernization in progress. We regret any coverage issues ******************** has experienced.  *********************** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service,quality, and availability. 
  
  On March 7, 2021, Ms. ********* equipment was marked as returned after being returned to our warehouse, thus closing the *** for the equipment and accessories in their entirety. However, the account remained active as ******** did not have any record of a request to cancel services.  As such, charges continued to **** on the account, totaling $284.98, consisting of monthly access charges billed from February 2, 2021, to June 2, 2021, when the account was suspended for non-payment.  Due to continued non-payment, on June 15,2021, Ms. ********* account was cancelled.
  
  Please be advised although ******** does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned *** do so.  The account *** be reported to the credit bureau while a balance remains outstanding.  On August 2, 2021, Ms. ********* account was referred to a third-party collection agency, **************************.  As such, a one-time collection fee of $64.67 was added to the final balance, increasing the balance to $349.65.
  
  Nevertheless, to amicably address Ms. ********* concerns, on August 8, 2022, our office issued a one-time courtesy credit, to remove the account balance in full.  Additionally, ******** 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 *** take up to 90 days for Ms. ********* credit report to reflect the change. We regret any inconvenience to ********************.
  
  Based upon the above, we respectfully request that this matter against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  ***************************
  Executive Response
  

  Customer Answer

  Date: 08/09/2022

   
  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:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been with this company for 6 years. I hardly call customer service for anything because their customer service is terrible. I've been receiving spam messages everyday from different numbers but the messages were all the same. Because they're coming from an Android, the filtered messages function would not filter them or give me the option to **** them as spam. I've tried blocking but they'll just text me from a different number the next day. On the Apple website it says to call your carrier if you're receiving spam sms texts. The agent on the phone had absolutely no knowledge on what to do. She suggested to change my number which is not ideal for me or do what she does and simply ignore them. Unbelievable. I asked for a supervisor to see if they would have any other solutions and while on hold, I found that you can forward the messages to **** and they will start to investigate the source. When the agent returned to the line she said her supervisor said that changing my number and ignoring them were in fact my ************. Never mentioned the **** option, so when I brought it up she just kept stuttering and making ridiculous excuses as to why they don't give this option to their customers with this same issue. Both her and the supervisor stated the only way to file a formal complaint was via mail which is so archaic and quite frankly inconvenient. Who has the time to sit down and pen a letter and go to the post office to send it off and wait weeks for a response? People should be able to get adequate answers to their issues as well as be able to file complaints online or via a customer service agent like most companies allow. The policies need to be updated immediately. People pay money for a service that they have to get on ****** in the end because of how outdated their policies are and their employees complete lack of knowledge.

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      Aquiela Muhammad
  Your File No. 17638521
                          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 28, 2022, regarding the above-referenced account. 
  
  To begin with, the account was activated on October 6, 2016,and the account currently has one active line.  The account is subscribed to our $50.00 Unlimited LTE + ****** One rate plan. ******** regrets any concerns ******************** may have experienced with spam text messages and her customer service experience. 
  
  ******** uses filters to monitor and block spam messages from entering our network and reaching our customers. ******** works hard to provide the best possible protection against spam for our customers, and we regularly update our systems. If our customers receive a spam message, we encourage them to contact our ************* Team so we can timely update our systems to avoid other customers from receiving similar messages. Our customers can block messages by type (SMS, MMS) or utilize our Family Allowances feature to block messages at a certain threshold. ******** also offers tools that allow for customers to compile safe lists and filters to help avoid messages from particular parties or with particular content or even to block all messages from the internet. More information about these tools can be found online at www.********.com or by contacting our ************* Team at ************. In addition to filters, we encourage our customers to be vigilant with their personal information. Some services and service providers share or sell their customers information with third parties and list aggregators who engage in illegal spamming. ******** does not engage in this practice, but by carefully reviewing offers and privacy policies our customers can avoid having their personal information included in these lists. If a customer receives a message from one of these lists, there is often a specific opt-out process they must follow to avoid future messages. We regret any unwanted messages ******************** has received and hope the information above will assist her in preventing the receipt of future unwanted messages.
  
  We appreciate ******************** taking the time to provide details of her experience with our Metro by T-Mobile **************** representatives.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.  We apologize if any ******** employee failed in any way to display that during Ms. ********* recent contacts with our ************* representatives.
  
  During our conversation with ******************** on August 1,2022, ******************** advised that she forwarded the messages to the short code ****, and she has not received any additional unwanted messages.  ******************** advised that her concerns have been resolved.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

• Initial Complaint

  Date:07/28/2022

  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.

  Back on May 22, 2022 I purchased a phone - $231.40 - Within that same week I went back to store to complain it was dropping apps and not working properly. They said they would do a warranty exchange. A month later the exchange never happened. District Mgr *********************, called me on June23rd (a month later)because I was really ****** off at this point, and said it was the companies fault and that I could go to the store, take the phone back, and buy a new phone outright. But that they would issue credit for the bad phone on my cell phone account. That I could use it to pay for future cell bills until the $231.40 ran out. This happened on June 23rd. I went to store, gave the phone back to the Manager, ****** - and purchased an entirely new phone. I have yet to receive the credit of $231.40. Now it is almost August 1st. I have called and everyone seems to just give me the run around. I am almost 65 years old. I did not need to purchase two phones in less than 1 month at $200 each. They ripped me off. See Receipts attached. I just want what they promised me. I want a full refund for the 1st phone I purchased.

  Customer Answer

  Date: 08/03/2022

  
  Thank you. I was able to get a credit from them for $160. That wasnt the full amount owed to me though. I received that on Sunday, July 31st. 
  They still owe me around $70 more. 
  

  
  

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17638576
  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 3, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ********************** experienced regarding the above-referenced account and we appreciate the opportunity to respond.  Please be advised that Metro by T-Mobiles return policy only applies to new activations with handset purchases and not for handset upgrades for existing customers.  As reflected in the receipts provided to your office, on May 22, 2022, ********************** purchased a ******** Revvl V+ 64GB handset, paying a total of $231.40, which was a non-returnable handset upgrade transaction.  ******** records also confirm on June 23, 2022, ********************** upgraded the handset on her line ending **** with the purchase of a ******* A13 handset at the same Metro by T-Mobile retail location. 
  
  It should be noted that while handset upgrades are a non-returnable, final transaction, Metro by T-Mobile provides a warranty on devices 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 may bring their device to a ********************** store or authorized dealer.  If the handset is within warranty, a $20.00 warranty exchange fee is assessed and a replacement phone is ordered, which can take up to five days to be received.  When the replacement phone arrives at the store, it will be held for 14 days.  After the 14th day, the replacement phone is returned, and the exchange order is cancelled.  At the time that customers pick up the replacement phone, their non-working device must be returned to the same Metro by T-Mobile location, in the same condition as when the replacement was ordered.  We apologize if ********************** experienced issues attempting to order a replacement device via the one-year limited warranty.
  
  Upon review of ********************** account, to resolve her concerns, on August 5, 2022, 
  ******** applied a one-time non-refundable account credit in the amount of $231.40, resulting in a credit balance of $231.40.  This offsets the purchase price of ********************** above-referenced ******** Revvl V+ 64GB handset.  This credit balance will be applied towards future monthly payment cycles until the credit balance is exhausted.  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: 08/15/2022

   
  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. I understood their policy but I went in the same week of purchase because phone was not working properly. They did order me a new phone by warranty and week after week it never came in. Therefore, the District Manager said at the time since the phones were not coming in, it wasn't my fault that it went over the time allotted for me to exchange it so they would credit my account and I was to order and pay for a new and different phone. That is what I did. 

  I appreciate that Metro issued me the refund and I accept it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2022

  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 costumer of Metro PCS for over 2 years. After 2 years of using my phone, I needed a new phone, so I went to the same store I had purchased my old phone to buy a new one. I bought a new one on July 18th, 2022. Now I need to change the carrier and they will not allow me to do it saying I need to have the new phone with their service for at least 6 months. My new phone is locked and they will not unlock it. It does not make sense. I could understand If they said I needed to be with that carrier for at least 6 months on any phone, but with a new phone? I have been a costumer of theirs, using that carrier for over 2 years and the new phone I paid cash for it so it is my. It belongs to me so I have the right to use it any way I please. I asked if I could return the phone, since they will not unlock it, and they said I could only return it the same day I buy it. I like them to either unlock my phone so I can use it with any carrier I choose. I paid for it, it is my, it is my right, or take back the phone so I can get the money back and buy a unlocked phone.

  Business Response

  Date: 08/15/2022

  
  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      Artchiane Lima
  Your File No. 17636350
                          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 ************ experienced regarding the above referenced account and we appreciate the opportunity to respond.  Please be advised that Metro by T-Mobiles return policy only applies to new activations with handset purchases and not for handset upgrades.  ******** records confirm on July 16, 2022, ************ upgraded the handset on her line ending 6204,with the purchase of a ******* A13 handset while in a Metro by T-Mobile retail location.  In accordance with Metro by T-Mobiles Mobile Device Unlock policy, ************** handset would be eligible to unlock on January 16, 2023.  Regrettably,************** account was cancelled per her request on July 27, 2022, and without active service her handset will not be eligible for unlock.
  
  Upon review of ************ account and to resolve her concerns, on August 5, 2022,
  ******** has overridden ************** handset eligibility and she may unlock the handset by navigating to the device unlock option in the settings of her handset and select Permanent Unlock.  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 at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  *******************************
  Executive Response
  

• Initial Complaint

  Date:07/28/2022

  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.

  They are disrespectful. They make unconsented changes to my account. They yell at you. They refuse to let you speak to a manager. They will not process a claim for a phone they sent me that was damaged. They refuse to help resolve an issue with their product. They will hang up on you. They will randomly close during normal business hours if they don't feel like working anymore. They will provide you with incorrect information. They are unwilling to help you at all unless you are willing to be exposed to a very hostile environment.

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re: *************************
  Your File No. 17613356 
  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.  Please be advised, we made attempts to contact ******************, but were unsuccessful.  As such, ******** will make every effort to address her concerns within this letter.
  
  ******** regrets any concerns ****************** has experienced regarding her interactions with our retail store and plan change, and we appreciate the opportunity to respond.  Our records confirm ****************** activated service on December 30, 2017, and currently has one line of service on our $50.00 Unlimited with 5GB of Hotspot rate plan for her phone line ending in ****, and one line of service on our $30.00 Unlimited with 5GB of Hotspot rate plan on her phone line ending in 9696.  Please note, both rate plans were effective as of May 17, 2021.  On July 15, 2022, ****************** added a third line of service ending in **** on our $15.00 Unlimited Tablet plan.
  
  Our review determined ****************** contacted her local retail store on July 7, 2022, to order a replacement device for the line ending in ****.  Additionally, our records show ****************** cancelled the Premium Handset Protection (***) at that time.  The replacement device was received and activated on July 15, 2022.  
  
  Thereafter, ****************** contacted our ************* on July 22, 2022, to report that the *** was removed without her authorization.  As a result, Metro by T-Mobile submitted feedback to the retail store location.  ****************** contacted ************* once more on August 5, 2022, to advise her replacement device was not working properly.  ****************** was advised she was eligible for a device upgrade, but she declined to take advantage of this option.  As a result, she was referred to the retail location for further assistance.  
  
  Please be advised, ******** strives to provide a great customer service experience.  We apologize if a third-party retail location failed in any way to display that during Ms. ******** recent contact with a Metro by T-Mobile retail location.  It should be noted, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any calls or transactions completed in-store.  
  
  We would appreciate the opportunity to speak with ****************** for further review of her concerns.  We respectfully request that she contact our office at the number below at her earliest convenience.  We appreciate Ms. ******** feedback and regret any inconvenience she experienced.
  
  Based on the foregoing, we respectfully request 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 directly at 
  ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response