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 - Garland

  3338 Broadway Blvd Ste 426 Garland, TX 75043-1584

• 

  Metro By T-Mobile - Jefferson

  704 W Jefferson Blvd Dallas, TX 75208-4925

• 

  Metro By T-Mobile

  4212 Kemp Blvd Wichita Falls, TX 76308-2805

• 

  Metro By T-Mobile

  11202 Spring Hill Dr Spring Hill, FL 34609-4650

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:07/25/2022

  Type:Order 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 took ****** for a **** on a phone I returned to them. Called them on the 15 on a Friday they said it would take up to 3 businesses days to return the money . I waited 4 called back. And this time got a person named June who said the money would be back by Monday. I called today and they said they cancelled the return of the money after they said it would be returned. I'm tired of the run around. I am not the one using the line they are charging me for I returned all there phone's on June 4th. Now turning to you for help. I'm 58 soon to be 59. I receive disabili**. Please help **

  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 July 25, 2022, regarding the above-referenced account.  
  
  ******** regrets hearing of Ms. ****** concerns, and we appreciate the opportunity to respond.  Our records confirm that on June 16, 2022, Ms. ***** activated service with the mobile numbers ending in ****, ****, ****, ****, and ****, that were subscribed to our Magenta *** rate plan billed at $150.00 for the first two lines, with each additional line billed at $35.00 per month.  As Ms. ***** enrolled in AutoPay, she was eligible to receive a $5.00 monthly discount per line of service.  
  
  At the time of activation, Ms. ***** took advantage of our JUMP! On Demand (***) with the lease of two ******* A03 handsets and accepted 18 monthly payments of $15.50.  On June 20, 2022, Ms. ***** returned the equipment within the return period and contacted ******** requesting the cancellation of her account.  Although the *** was closed as returned, regretfully, due to an administrative error, the account remained active.  
  
  ******** postpaid accounts are billed by a system known as **** current.  This means charges for Ms. ****** rate plan were billed in advance of the service being provided and became due within that billing cycle.  Ms. ****** first billing statement dated June 17, 2022, reflected a balance of $220.50 due July 9, 2022, which consisted of monthly recurring charges for the billing period from June 17, 2022, to July 16, 2022.  On July 15, 2022, a payment of $220.50 was remitted via AutoPay leaving the account with a zero balance.  
  
  On July 15, 2022, Ms. ***** contacted ******** regarding billing and requested the cancellation of service and AutoPay.  Ms. ****** final billing statement dated July 17, 2022, reflected a credit balance of $3.64 which consisted of a prorated credit.  Between the dates of July 19, 2022, and July 29, 2022, Ms. ***** contacted ******** requesting a refund for her $220.50 payment.  Although we confirmed several refund requests were submitted, the requests were declined as per ******** policy, the account has to be cancelled at least 30 days to be eligible for a refund.  
  
  To resolve this matter, on August 4, 2022, our office processed and approved the $220.50 refund for the payment remitted on July 15, 2022, in the form of a prepaid refund card.  Please allow up to ten business days for delivery.  Should Ms. ***** have any questions regarding the approved refund, she may contact North **** Technologies, the refund card issuer, at **************.  The account remains closed with a zero balance.  ******** regrets any inconvenience to Ms. *****.
  
  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:07/25/2022

  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.

  MetroPCS refuses to allow me to sign up for the Affordable Connectivity Program (ACP), a U.S.-government funded program designed to make phone services more affordable. When I called their customer service number, I'm transferred to customer service personnel in ***************. The call center in *************** refused to transfer my call to a customer service rep in the U.S.I also asked for a call back from them. They promised they would call on 7/25/2022, but they did not do so.

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************-Mziray
  Your File No. 17619198
  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 25, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns Mr. ************* has regarding the enrollment process of the Affordable Connectivity Program (***), and we appreciate the opportunity to respond.  Please be advised the *** is a program that replaced the Emergency Broadband Benefit (EBB) program to help low-income households pay for internet service and connected devices.  Eligible end users may apply for the *** via the FCCs National Verifier site https://acpbenefit.org.  After submission, customers must wait for approval from the National Verifier, and once received, customers are required to meet specific criteria, such as being on an eligible rate plan and completing the ******** online application enrollment to redeem their *** at https://www.metrobytmobile.com/affordable-connectivity-program.  Alternately, customers may receive assistance completing this application at our Metro by T-Mobile authorized retailers. Please note, customers must enter all information exactly as it appears in their National Verifier application.  Once approved, customers will receive a notification from Metro by T-Mobile stating the enrollment has been approved, and the *** discount will be applied to the account within one to two billing cycles.  For more information, customers can visit https://acpbenefit.org  and https://www.fcc.gov/acp.  
  
  Our records confirm on July 23, 2022, Mr. ************* contacted our ************* team and was transferred to a supervisor upon his request.  The supervisor attempted to assist Mr. ************* in applying on our website, however, the application was not completed at the time as it seemed there was an issue with the website; as such, Mr. ************* was referred to a store for further assistance or to try again later.  Please be assured ******** strives to provide world-class service to all our customers on each contact and we apologize if Mr. ************* did not receive a call back on July 25, 2022. 
  
  We recommend that Mr. ************* confirms the name and address on his *** application and update any information as necessary by using the MyMetro App to ensure the information matches the National Verifier to prevent a potential denial.  Then, he may complete an application using the link to our website referenced above.  Should Mr. ************* receive a denial SMS notifying him there was an issue with his application, or if he does not see the discount take effect within two billing cycles after applying via our website, he may contact us at the number listed below or by email at ********************************.  
  
  Lastly, ******** regrets any concerns Mr. ************* may have experienced when speaking with our ********************** ******** is an equal opportunity employer, and our *************** teams are a large part of ********s incredibly diverse workforce, which we celebrate and for which we are highly regarded.  ******** regrets any inconvenience to Mr. *************, and we appreciate his feedback regarding his experience.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 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 at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

  Customer Answer

  Date: 08/02/2022

  
  Complaint: 17619198
  
  I am rejecting this response because: contrary to what ******** says, I had already applied to the *** program to the *** and have been accepted into the program since June 4th. Furthermore, ******** falsely claims that they tried to assist me; in fact, I had asked for a call back from them, and their customer service rep promised that a representative would call me back on 7/24/2022, but they never did.
  
  Sincerely,
  
  ***********************-Mziray

• Initial Complaint

  Date:07/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged over $200 for services that I no longer have and it will be refunded

  Business Response

  Date: 08/02/2022

   
  August 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***** Thomas 
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated July 25, 2022, regarding the above-referenced account.  
  
  ******** regrets any concern **************** may have regarding her account billing and we appreciate the opportunity to respond. On July 29, 2019, **************** activated her account and had two mobile numbers ending in **** and ****, enrolled in the Magenta rate plan for $130.00 a month, taxes included. As **************** enrolled her account in AutoPay, each line received a $5.00 monthly discount, reducing the rate plans monthly charges to $120.00. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.  
  
  On November 24, 2021, **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy A32 handset. **************** was not required to remit a down payment; however, she agreed to a series of 24-monthly installments of $11.75. Please note, when a customer has an EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. 
  
  Furthermore, on June 9, 2022, **************** cancelled her account after she ported her mobile numbers to another service provider. A final billing statement dated July 2, 2022, was sent reflecting a balance of $204.97 due by July 22, 2022. This balance consisted of the accelerated final EIP charge of $199.75 and prorated charges for the mid-cycle changes. Please note, on July 20, 2022, the payment of $204.97 posted to the account, via AutoPay.
  
  Upon speaking with **************** on August 2, 2022, the above was apprised and **************** confirmed she fully understood. In addition, ******** respectfully declined **************** request of being refunded the amount of $204.97. ******** 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. 
  
  ******* Romero  
  Executive Response
  
  

  Customer Answer

  Date: 08/02/2022

   
  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:07/25/2022

  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.

  Ive been in contact with the business for over a month due to no reception on my phone thats gotten worse. Ive contacted ******** several times. I do Uber on the side and this past month Ive had hardly no service at all. Ive lost money over there incompetence and they still expect me to pay the ****. Last conversation was on 7/24 when I told them due to no service I would switch companies and there attitude was just let us know when you will change. This complaint should stay on so everyone knows how to ******** conducts business which is very poorly.

  Business Response

  Date: 08/02/2022

  August 2, 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 25, 2022, regarding the above-referenced account.  
  
  ******** is always working to improve its coverage, and we regret any service issues ************** may have experienced.  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  ******** has verified the address on **************** account and based on the coverage map, confirms his account address is in an excellent coverage area with no known issues.  However, we understand from **************** correspondence, this is not always his experience.  After basic troubleshooting, we have asked that ************** update his current software version, which he plans to have completed by August 8, 2022.  As such, we will contact ************** again after that date to continue to work with him regarding his concerns.  If ************** has questions in the interim, he may reach me at the number below.  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:07/25/2022

  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.

  Metro ******** Customer Complaint 7/18/22 Dear Mr./Ms., Before I go through the list of problems with this Oneplus Nord 100 android cell phone, I need to tell you that I've had the worst experiences with (2) OnePlus Nord 100 android cell phones. When I became a customer, I got a brand new OnePlus Nord 100 android phone, I watched the associate take it right out of the box. I've been forced to use a "refurbished" OnePlus Nord 100 android cell phone. I've sent numerous emails & physical letters. I've called several times & spoken with various people. No *************** Settlements! I refuse to go through another session of troubleshooting tactics, I'm not doing it. I've spent hours ************ got any better. I'd like a brand new "latest" version of the OnePlus Nord 100 android cell phone. You could send it to my *********** sign for it. I'd like reimbursement for the (2) defective OnePlus Nord 100 android cell phones I was forced to use. During the entire time of playing phone tag with a Metro executive,my ******* had tragic events forced onto us. I'll continue to pay for my son ******** OnePlus Nord 100 android cell phone. I've tried working things out with your associates, but nobody responded or followed up with me. There have been numerous attempts on my part trying to resolve & settle my ******************* Your associates lack customer service skills, they neglected my complaints, & never followed up with me. I'll be providing all of the dates I've tried to resolve & settle my ******************* Nobody knows anyone else's story. My ******* have complex & chronic medical conditions, we need our cell phones for communication. It is unethical to continue withdrawing payments out of my checking account. My cell phone plan is supposed to be $30.00 for my phone & $30.00 for my son's phone.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      ******* ***
                          Your File No. 17618450
                          Metro by T-Mobile Account No: *********
  
  ********************** 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 22, 2022, regarding the above-referenced account. Please be advised,we made attempts to contact Ms. **** but were unsuccessful. As such, ******** will make every effort to address her concerns within this letter.
  
  ******** regrets any concerns Ms. *** has experienced regarding her device concerns and interactions with our customer service specialist, and we appreciate the opportunity to respond. Our records confirm Ms. *** activated service on December 18, 2021, and currently is subscribed to our Unlimited with 5GB of Hotspot rate plan. The line ending in **** is the primary line charged a total of $50.00, with the secondary line ending in 2019 at a reduced rate of $30.00, for a total of $80.00 per month.  
  
  It is important to note that on February 21,2022, a third line was activated on Ms. ***s account with phone number ending in ****. The three lines were on a shared plan of $60.00 for the first line,and the two additional lines were on a $30.00 shared version on the plan. The line ending **** was set up as the primary line. Regrettably, that line was cancelled on March 1, 2022, and at that time, the price plan for line ending **** was changed to reflect it as the primary line with a monthly cost of $50.00. Currently, the plan for each line has unlimited data. However, should Ms. *** wish to change her plan, there is an option to change to a $30.00 individual plan per line, but the data would be reduced to 5GB per month. We invite Ms. *** to contact us if she would like to take advantage of the $30.00 individual rate plans.
  
  Please note all details regarding the return policy can be located at: https://www.metrobyt-mobile.com/terms-conditions-service. Metro by T-Mobile provides a 14 day return period for all new activations and a warranty on devices up to 12 months from the initial purchase date. If the device does not work properly when received or stops functioning for any reason covered by the warranty, bring the device to a ********************** store or authorized dealer. If the problem is deemed to be in warranty, a $20.00 warranty exchange fee will be charged and a replacement phone will be ordered,which can take up to three to five business days. When the replacement phone arrives at the store, it will be held for 14 days to return to the store and make the exchange. After the 14th day, the replacement phone will be sent back.When the replacement phone is picked up, the defective device must be returned to the same Metro by T-Mobile location in the same condition it was in when the replacement was ordered. In all cases, customers may also contact the cell phone manufacturer directly to arrange for a warranty exchange. It should also be known that Metro by T-Mobile warranty replacement phones are not guaranteed to be new, nor are they guaranteed to receive the same model or color. If the exact model is not available, replacement will be a similar kind and quality.Color, features, and accessory compatibility are not guaranteed.
  
  If Ms. *** needs to exchange her cell phone and it is covered under our warranty policy, we ask that she please visit a Metro by T-Mobile store or an authorized dealer. Our store locator can be used to find the nearest repair/exchange center which is available online at:  https://www.metrobyt-mobile.com/storelocator. Not all warranty options are available at all locations.
  
  Our records show the OnePlus Nord N100 handsets on the lines ending in 2019 and **** are covered under the warranty program for one year from the December 18, 2021, purchase date. Please visit, https://www.metrobyt-mobile.com/support/faq/bladesubcategoryshoppingonlinemetrobytmobilephonewarrantypolicy. for additional information regarding the warranties.
  
  We appreciate Ms.*** taking the time to provide details of her experience with our customer service. We value customer feedback. Please be assured that the quality of service provided to our customers is of our utmost priority. ******** regrets any inconvenience to Ms. ***.
  
  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
  

• Initial Complaint

  Date:07/24/2022

  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.

  During the months of November and December I purchased 2 tablets and service under a holiday 2021 promotion where you received $75 rebate for each tablet you purchased after 3 months of sucessful service payments. I completed the 3 months of service and the rebate link was supposed to be texted to me. It never was. I contacted the local store in ******,**** and was given a number to call. They did not call back about the missing rebates.The 2 data plans are tied to the metro by tmobile service plan number of **********.if you need to call , please call **********

  Business Response

  Date: 08/03/2022

  August 3, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17617190
  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 24, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ******************** may have experienced with his device promotion.  The promotion ******************** referenced in his correspondence was the ******* Galaxy A7 Lite Free promotion, which offered customers who purchased and activated a new ******* Galaxy Tab A7 Lite an $80.00 rebate.  After making their third monthly service payment on the same device, the customer was eligible to receive an $80.00 Virtual Prepaid Mastercard.  Please note customers should have received a text message with a link to redeem their Virtual Prepaid Mastercard on the fifth business day following their third service cycle payment.  Customers had 30 days to visit the link and claim their prepaid card rebate. 
  
  A review of the account shows that ******************** purchased and activated two ******* Galaxy A7 tablets. The first tablet was activated on the line ending in **** on November 26, 2021, and the second tablet was activated on the line ending in **** on December 8, 2021.  ******************** qualified for this offer based on the above purchase and activation of qualifying tablets.
    
  During our conversation with ******************** on July 29, 2022, he confirmed that he did not register for the promotion due to not receiving the promotion redemption text message.  As a goodwill gesture, in lieu of the virtual prepaid Mastercard, we offered ******************** an account service credit of $160.00, which he accepted as resolution to this matter.  With this credit, the account has a credit balance of $110.00, which will be applied towards future monthly service charges.  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