ComplaintsforMetro by T-Mobile

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a current MyMetro customer. I have 3 lines on my account. I have been a customer for several years. I have called, and contacted My Metro via chat to have a line on my account disconnected. I dont know what the problem is or why the line still has not been disconnected after my numerous requests. The line ending in 3141 has not been used in at least the past 2 months. No calls, no data, no text. Nothing has been used on this line. I need this line disconnected. Furthermore I want a refund for the past 2-3 months that I have been charged yet we are not and have not been using the line at all. We dont use the line I should not have to pay for it as I am continually being forced to do.

  Business response

  04/08/2024

  
  April 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***********************
               Your File No. 21540661
               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 April 7, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their account and we appreciate the opportunity to respond.  On December 22, 2019, *********************** activated their account with their mobile numbers ending in 0431, 1064, and 3141.  The account is subscribed to our 3 Lines for $120.00 Unlimited LTE with 15GB of ************ rate plan. 
  
  Should Metro customers want to cancel their account, they must contact our ************* and verify the account holder name, verify the **** and verify the One Time Pin number sent to the handset for security.  After further review, we did not find records of a cancelation request for the number ending in 3141 on the account since activation.
  
  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.  
  
  To resolve this matter, we recommend *********************** contact us at the number provided below to verify the account and request cancelation.  ******** respectfully declines any refund for service. As of April 8, 2024, the account remains active with three lines and a zero balance.  ******** regrets any inconvenience to *********************** regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  0n 4/6/2024 I called Metro PCS customer service to active a new phone on one of my existing phone lines ending in 1921. The agent advised it would a 25 dollar fee if he actives the new phone but we could do it free online. The agent attempted to walk me through the manual process of activating the phone via the Metro app. However, it did not work as the agent informed me there is a know issue with the app that does not allow the customers to activate the phone themselves. So I had to pay the agent $25 so he could activate the phone. The agent advised me I was on a grandfather plan which included 4 lines for $75 that being of which one phone line was free. The agent didnt inform that he would need to change my plan in order to activate the new phone. However, the agent changed my plan which increased my plan to $94 dollars. I called back spoke with *** ( another agent) for over 2 hours just to be informed they yet again changed my plan without my consent to 4 lines unlimited for $100 and they would only credit me for my next upcoming renewal on 4/13. I requested to speak the supervisor he pretty much informed me that I can not get my grandfather plan back. I have to call in every month to get a credit due to an error made by their agent. The supervisor also confirmed that the agent did not do the right thing but Im being penalized and now have to pay $25 more for my plan. Also I now has to call in every to see what new promotions are available in order to correct the error made by the Metro PCS rep. Im not satisfied with having been on the phone for 2 hours and 30 mins just to only receive a month $25 credit. I did not receive a resolution for my plan being changed without my authorization.

  Business response

  04/08/2024

  
  April 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***********************
  Your File No. 21540264
                          Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides 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 April 6, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their Metro by T-Mobile account, and we appreciate the opportunity to respond.  A review of ****** Browns account shows it was activated on May 14, 2010, and has four lines of service ending in 1921, 4233, 6500, and 6499. These lines are subscribed to our 4 for $100 Unlimited rate plan,which provides unlimited talk, text, and high-speed data for all four lines for $100.00 per month.
  
  Our records show *********************** was previously subscribed to several different promotional plans, including our $25.00 Port and *************** on the line ending in 6500, $25.00 Unlimited Bring Your Own Device (BYOD) Promo on the lines ending in 6499 and 1921, and our $15.002G Promo on the line ending in 4233. The $15.00 2G Promo plan provided a $15.00 monthly service credit on the line ending in 6500, resulting in an expected monthly balance due of $75.00. 
  
  On April 6, 2024, *********************** contacted our ************* team to complete a device change on the line ending in 1921.  Regrettably, during this interaction, ****** Browns account was also updated in error to the current rate 4 for $100.00 Unlimited rate plan, resulting in the increase in their monthly balance due.  A credit of $31.00 was applied on April 6,2024, as compensation for the price increase for the current cycle, but ************* was unable to revert the lines to their previous rate plans as these plans are now retired.
  
  Upon review of ****** Browns account and identification of the unintentional rate plan change, to resolve their concerns, on April 6,2024, our office updated the rate plan for each line on the account to their previous rate plans as described above before April 6, 2024.  As such, *********************** may once more expect a monthly balance due of $75.00 each month with the same features included on each line was previously in place.  Please note, due to the credit provided on April 6, 2024, and the billing changes that have taken place, the balance due for April 13, 2024, has been reduced to $45.70, and going forward the monthly balance due will return to $75.00 each month.  ******** 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 6:00 a.m. 2:00 a.m. CDT.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

  Customer response

  04/09/2024

   
  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

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I filed a complaint a few months ago that metro was double charging me even though I was under the acp benefit. I received a call after filing a complaint in January and ******* that called me, issued a refund and promised to fix my bill so i would no longer be charged under the benefit. I noticed I was again double charged the following month in February. My bill was clearly not fixed and I need a refund because they are in fact collecting money from the acp on my behalf. Please have someone contact me about this because the issue was still continuing unbeknownst to me until I reviewed my account today. Thanks.

  Business response

  04/05/2024

   
  April 5, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 21528775
  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 April 4, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** may have experienced regarding their account balance, and we appreciate the opportunity to respond.  Our records indicate that *************************** was enrolled in our $25.00 Port and Trade plan until December 21, 2023.  At that time their plan was updated to our $50.00 with AutoPay-$55.00 without AutoPay unlimited plan, when they activated a new handset.  
  
  This change created prorated charges totaling $18.33 for the updated plan which were paid on January 11, 2024.  New charges for service in the amount of $20.00, which included the updated $50.00 with AutoPay-$55.00 without AutoPay plan for the service cycle from January 10, 2024 through February 9, 2024, in addition to the $30.00 Affordable Connectivity Program (***) plan discount, were paid on January 13, 2024.  It is important to note that these were the last two payments made on their account.
  
  Our records indicate that our office spoke with *************************** on January 31, 2024.  At that time our office updated **************************** plan back to the $25.00 Port and Trade plan.  Prorated credits for service in the amount of $8.33 were applied to the **************************** account as a result of this change.  Our office also applied a credit in the amount of $29.50, which resulted in a credit balance of $38.33.  This allowed our office to refund the two payments made in January in the amounts of $18.33 and $20.00 back to the original payment method.  Our records reflect that these payments were refunded on February 1, 2024, and *************************** should have seen those refunds reflected in their bank account within ***** days.  
  
  The *** is an *** benefit program that the government funded to help ensure that households could afford the broadband services needed for work, school, healthcare, and more.  Government funding of ***, however, is only expected to last through April 2024.  As a result, the *** stopped accepting new *** enrollments on February 7, 2024.  Assurance Wireless is no longer enrolling customers into the ***.  Customers that were successfully enrolled in the *** prior to the February 7, 2024, cutoff date will continue to receive the *** discount through April 2024, when the program ends.  For more information about the ***s status please contact the *** *** ************** at ************ or visit GetInternet.gov.
  
  At this time, **************************** account remains enrolled in the *** benefit, and they will continue to receive the benefit until the plan officially ends or they opt out of the benefit with Metro by T-Mobile.  **************************** account reflects a zero balance at this time.  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.  
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************;
  Executive Response
  

  Customer response

  04/10/2024

  I wish to rescind this complaint please. I was misinformed and would like to cancel this complaint. I'm very sorry to have bothered you.

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have mistakenly filed complaint ID ********, and wish to rescind complaint. I'm very sorry. 
  Sincerely,
  
  ***************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2024, I took my phone to the Metro ********* I asked them to give me the same kind of phone that I had currently, because I'm legally blind, but the made me buy an upgraded phone, plus give them $170. I can't use the new phone and was told I had to file a BBB complaint in order to get my old phone back. TMobile customer service told me to take the phone back and I would get another phone I could use to see with, but they wouldn't refund.

  Business response

  04/08/2024

  
  April 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *************************
  Your File No. 21525595
                          Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides 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 April 3, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced regarding their device replacement, and we appreciate the opportunity to respond.  A review of ****************** account shows it was activated on July 27, 2022, and has one line of service ending in 4053.  This line is subscribed to our $40.00 Single Line Unlimited rate plan, which provides unlimited talk, text, and high-speed data for $40.00 per month. 
  
  Please note, customers receive a limited warranty on devices from the manufacturer 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, customers may bring their device to a ********************** store or authorized dealer.  If the problem experienced is deemed to be covered by the limited warranty, a replacement phone will be ordered, which can take up to five business days to be processed.  Please note, all warranty options exclude phones that show signs of physical or liquid damage or that are no longer within the 12-month manufacturers limited warranty.
  
  Metro by T-Mobile customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service. The handset must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories. Customers who purchased their handset via www.Metroby********.com,must return the handset to the ********************* per the instructions included in the shipment packaging.
  
  It should be noted that the return policy is for new account activations only. There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.
  
  Our records show prior to March 9, 2024, the device in use on the line ending in 4053 was a ******* Galaxy A03s handset with the ******************** Equipment Identifier (IMEI) ending in 0366.  This device was activated with the account on July 27, 2022, and as such, is no longer within the 12-month manufacturers warranty.  On March 9, 2024, ************************* purchased a new ******** *********** 2023 handset with IMEI ending in 8889.  On March 10, 2024, ************************* contacted ************* reporting concerns with this device, and was directed back to the point of sale for further assistance. Please note, as the *********** 2023 purchase was not associated with a new line activation, it is not eligible for return under the Return Policy but may still be eligible for a warranty replacement.
  
  Should ************************* continue to experience concerns with their new handset, we encourage them to return to the point of sale for further assistance.  While the device is not eligible for return, should it be determined that the device is not functioning as expected, it may be replaced under the 12-month manufacturers warranty for another handset of the same model. Please note that a warranty replacement cannot be processed for an alternative model handset, and the replacement handset provided would also be a ******** *********** 2023.  ******** 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 6:00 a.m. 2:00 a.m. CDT.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  MY Business account with ******** for 18 years. this (#**********) was a personal account form March 2010, 5 years later i switch from personal to business account using my same (PH#**********)I had Phone that i bought form ******** Phone Samsung Galaxy Note 20. i had the phone for 5 years, every month i paid $20 for insurance.i had problems with the phone so i called in an insurance claim. ******** satisfied the claim with a new Note 20. like a month later the phone started powering off and on without command. i notified ******** of the problem and they sent me a warranty exchange. i got the new phone and realized that the phone started to shutting off without command. i called ******** and informed them of the problem i was having with the second phone the sent. ******** advised me to trade-in the phone for a new phone because the phone they sent me was a refurbished, the Galaxy Note 20 was released in August 21st 2020. i did the trade-in and got a Galaxy S23. i send back the defective phone ********. 2 weeks later ******** Charged me over $900 for the phone. TMobile said i damage the phone screen. i did not damage the phone before i shipped it to ********. i think the phone was damage in transit by **** ok if Mobile Charged me $900 for the phone, they should have send it back to me. this phone ******** said worth $130. ******** should have rejected the phone and send it back to me and not keep it and charged me. i was not doing a out warranty exchange, i did a trade in. so if the phone was damage according to ******** they should refused the trade in. ******** did not have to keep the phone, ******** did not have to make the trade in deal with me. the policy ******** are practicing is an unfair to consumers.i Paid $900 for a phone i don't have. ******** should return the phone they charged me for. If Not ******** Should credit back my account the. ******** add the $900 to my bill so that if i refused to pay it they would stop my **************

  Customer response

  04/15/2024

  The  issue with  the ******** is resolved.  Thanks 

• Initial Complaint

  03/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have contacted ******** several times attempting to resolve this issue . I have never done business with this company . I attempted multiple to retain a copy of this contract and they have not provided me with an original copy of said contract .

  Business response

  04/05/2024

   
  
  April 5, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:***********************
  Your File No. 21508523
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 30, 2024, regarding the above-referenced file number.  ******** has made several attempts to reach ***********************, which have proven unsuccessful.     
  
  After reviewing the correspondence from your office, ******** is unable to locate an account using the information provided.  As we are unable locate a current or formerly active account for ***********************, we are unable to provide further details at this time.  
  
  If *********************** wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:   
  
  Primary Account Holder name and address (the person who is contractually responsible for the Account) 
  Complete 9-digit Account Number (if possible) 
  Primary Account Holder ******** wireless number 
  Wireless number that is the subject of the Dispute 
  Account Brand Type that is the subject of the Dispute********, Sprint, Metro, and/or Assurance Wireless. 
  
  Please note that if *********************** is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information, which includes the name of the Primary Account Holder or any other identifying information.  As such, *********************** must be the Primary Account Holder or Authorized User for us to provide detail in response to their dispute.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  
  
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *****************************
  Executive Response

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a phone and sim card offer from this company on 2/16/2024. When the package arrived, it was slightly open and when I fully opened it there was no phone in the package, only a SIM card. I immediately contacted *** who said claim had to be filed with merchant directly so I contacted metro and was transferred to several reps before a complaint was finally taken. I was told that it would take 3 days for a reply. Three days later I heard nothing from the company. I called again and was passed around again to different depts and supposedly got a supervisor on the line who instructed me to call a bogus number. I would not let her off the phone until she heard what the people at the number she gave me was saying so she stayed on the line. The # she gave me was not even for metro, it was for StraightTalk and that rep said they didn't deal with metro at all. And at that point the supposed supervisor said she would just process a refund for me. Gave me a bogus claim number and said I should have funds within 3days. Never received my funds. Called back and emailed for assistance and reached out to corporate office and heard nothing back for days. Got an email stating claim was still being processed and it would take another 5 to 7 days. Here we are over a month later and I still haven't received my $40 back. I was told it would be deposited to my card and it never did and when I emailed about that, they all of a sudden said they had some refund processing issues and would have to send me a paper check which would take 3 weeks just to print and then come after that. I refused to accept that and wanted money deposited back to my card the same way they took it. Received email that they couldn't and that somehow now I was to receive some type of refund card. It has been well over a month and a half and I have nothing. Not my money, not a phone, just an unusable SIM card. I want my money deposited back into my account ASAP. I feel completely scammed!! And they don't care!

  Business response

  04/02/2024

  
  April 2, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***********************************
              Your File No. 21506911
              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 March 30, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************************** may have experienced with their handset order and we appreciate the opportunity to respond.  On February 16, 2024, *********************************** purchased a ******* Galaxy A15 5G with a new line activation ending in 7633. The line ending in 7633 was subscribed to our $40.00 Unlimited Promo rate plan.  *********************************** remitted a payment in the amount of $40.00 for service and the handset was provided at no cost with free 2-3-day shipping.
  
  Please note if Metro by T-Mobile customers need assistance with their online purchases from Metroby********.com, they can visit our www.Metroby********.com website to reach out to our order support team under HELP>ORDER SUPPORT.  On February 19, 2024, *********************************** contacted our sales team and advised they received the handset order.  However, *********************************** found the box was damaged and there was no handset in the box.  We do not have records of our sales team reaching out to *********************************** regarding their concerns.
  
  On March 12,2024, we received correspondence from *********************************** stating that they were awaiting their refund of $40.00 made for service on the handset order that was never received.   We reached out to our financial team to inquire about the refund status and on March 18, 2024, they advised us that the refund was processed back to *********************************** credit card on March 15, 2024.  ******** advised *********************************** to wait until March 19, 2024, for the funds to reflect with their financial institution. 
  
  However, on March 22, 2024, *********************************** reached out via email and advised us that they had not received their refund.  ******** reached back out to our financial team, and they explained they tried several times to complete the refund and were unsuccessful. 
  
  To resolve this matter, on March 22, 2024, our financial team advised they requested a paper check to be mailed to ***********************************. The processing time for the check request was two to three weeks and seven to ten business days for mailing with the ************* Postal Service.  *********************************** should receive their refund paper check by an estimated date of April 26, 2024.  As of April 2, 2024, the account was canceled with a zero balance.  ******** regrets any inconvenience and delay to *********************************** regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST. 
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I tried to renew my pre-paid ******** account on 9/30/2023, I encountered several problems. Due to very weak ******** sim card, I couldn't reach ******** before my minutes expired. When I finally reached them, they instructed me to get a new phone and sim card. In at least 3 calls, they promised to restore my $140 balance, due to my ******** sim card having not worked and been unable to contact them.After replacing my phone and sim card, ******** refused to honor their pledge to restore my balance, although they could see in their notes that 3 representatives had promised me that. After hours and calls to ********, they could only say that their previous representatives were wrong, and they refused to honor their agreement. I have called them several times since then.So, after replacing my phone and getting a new *** card, as they instructed, ******** won't restore my $140 balance, as promised. By ********'s instruction, I replaced the phone and the *** card. I do NOT want to change my existing plan and have emphasized that in every call. ******** never said changing my plan would be required to restore my lost $140. Changing my plan is NOT an option for me. However, I believe ******** should abide by their promise to restore my $140, since they even have that clearly in their notes. Every representative I've spoken to sees that. I just want ******** to restore my $140 to my account and maintain my existing account, the same as I've had it for many years. Thank you for your assistance.

  Business response

  04/03/2024

   
  
  April 3, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:*************************
  Your File No. ********
  ******** Prepaid Account No. ************
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated March 28, 2024, regarding the above-referenced account.  ******** is pleased to report to your office that upon speaking with *************************, we were able to resolve their concerns to their satisfaction. 
  
  ******** regrets any concerns ************************* experienced regarding their ******** account, and we appreciate the opportunity to respond.  On August 28, 2021, ******** records indicate that ************************* activated their ******** Prepaid account with mobile number ending in 4372 on ********s Pay As You Go rate plan.  Please note, Pay as You Go plans are scheduled for a 365-day expiration unless an additional refill is received which will extend the services for an additional 365-day period.  
  
  As no refill was received by September 30, 2023, which was the expiration date for the balance based on the selected rate plan guidelines, the account was suspended that day.  Please note, we confirmed that at this time, the account reflected a positive balance of $136.88.  Please be advised pursuant to the Terms and Conditions that were agreed upon at the time of activation, Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.  
  
  On September 30, 2023, ************************* remit a payment of $1.00 plus taxes and fees which restored their account.  Later that day, ************************* contacted ************* regarding concerns over their expired balance.  ************* advised that a refill not being applied resulted in the balance expiration.  On October 18, 2024, ************************* contacted ************* regarding their expired balance and was offered to receive a credit of $136.88 if they elected a higher tiered rate plan, which ************************* declined.  Records indicate that ************************* did not contact ************* regarding their expired balance concerns again until March 28, 2024, wherein they were advised by ************* that they would need to change to a new rate plan to receive the credit.
  
  On April 1, 2024, ******** contacted ************************* and discussed our findings.  ******** advised that although service balances are not refundable, in an effort to amicably resolve this matter, ******** issued an account credit of $136.88, leaving the account active on the same rate Pay As You Go rate plan, with a revised balance of $142.58.  ******** advised ************************* that if their balance expired again going forward, funds will not be applied to their account.  Pursuant to our conversation, ************************* considers this matter resolved and has no further concerns.  ******** regrets any inconvenience to *************************, and we appreciate the opportunity to respond to this matter. 
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *****************************
  Executive Response

  Customer response

  04/03/2024

   
  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

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 26, 2024.I noticed that my mobile internet speeds were slow. I checked my data usage and realized that I had hit the cap and was being throttled.Metro by Tmobile states that in order to restore regular speeds, one must purchase a data top up.Which I did. 2Gb costed $5.After restarting my device, the speeds remain slow.I went on chat on the 27th of March, 2024 and was disconnected twice.Both times, the agents claimed to be checking my account.The first agent appeared to send me the generic exit statement prematurely. Then while working on the issue, we got disconnected.Second chat got disconnected with no improvement.My third contact was by phone. Despite many attempts to explain the issue with speed, the agent tried to sell me another data plan and kept telling me that I dnt have enough data. Even though I purchased more. She kept conflating data cap and speed.When I asked to speak to someone else, I was allegedly transferred. I did not hear the phone ring. And i was put on mute several times instead of hold.The next agent sounded similar to the first and was even more rude and said she was going to reset my settings. This reset would impact my voice-mail password and before I could get a word in, she hung up on me. I'm extremely disappointed in this service.I just need the speed restored per their own guidelines.If the speed cannot be adjusted, refund me.

  Business response

  03/28/2024

   
  March 28, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 21496978
  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 March 27, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ********************* *** have experienced with their service and we appreciate the opportunity to respond.  ********************* activated their voice line ending in 7371 on February 17, 2019, and is subscribed to the $30 10GB LTE Add-A-Line rate plan, which provides unlimited talk, text and 10GB of high-speed data.  It is important to note that ********************************* cycle runs from the 3rd of one month to the 2nd of the following month, at which time their data allotment is replenished at the start of the new service cycle.
  
  ******** is always working to improve its coverage, and we regret any service concerns ********************* *** have experienced.  Although the coverage map at ********************************************************************** 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 ********************* address on file and based on the coverage map, confirms their account address is in a good coverage area with no known issues.
  
  Additionally, we are unable to guarantee data speeds in any location, as there is no way to predict an exact speed with the variety of factors that can affect a customers experience.  The device speeds *** vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from *************.  Furthermore, customers *** experience different results based on location and number of other customers on the network.  
  
  It is important to note customers *** be prioritized below that of other customers to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity.  Our data prioritization policy explains that at times and places where the network is heavily loaded, a very heavy user of ***** of data or more, can expect to see some material reduction in data speeds.  
  
  Upon review of ********************* account and current rate plan and service cycle for March 3, 2024, through April 2, 2024, the 10GB of data allotment had been used and they will be unable to use data until their next service cycle begins on April 3, 2024, at which time the 10GB data allotment is replenished.  Please note, for just $5.00, 2GB of Data adds two gigabytes of data to the customers data plan allotment at up to 5G/4G LTE speeds.  ************ is for customers who routinely exceed their monthly data allotment, but do not need the extra data offered on the next higher price plan.
  
  On March 26, 2024, ********************* purchased a $5.00 2GB Data Top-up and was provided an additional 2GB of data which we have confirmed is being used.  As of March 28, 2024, ********************* has 0.74GB of data remaining.  As such, we respectfully decline ********************* request for a refund.
  
  Should ********************* experience additional concerns with their service, we request that they contact ************* at the number provided below and 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.  Alternatively, ********************* *** contact ************* for rate plan options that *** provide an adequate amount of data for their needs.
  
  Please be assured that ******** strives to provide world-class service to all our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during ********************* contacts with *************.  ******** regrets any inconvenience to *********************.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention. Customers *** contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************
  Executive Response

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a customer of Sprint which was acquired by ********* I recently upgraded my phone and it was noted I had been paying a fee on both mine and my daughters phone that should not had been being charged. They removed it but I was never reimbursed for the prior payments. Thats stealing.

  Business response

  04/08/2024

  April 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:      ***********************
                          Your File No. 21495220
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated March 27, 2024,regarding the above-referenced account.
  
  ******** regrets any concerns *********************** has regarding their Sprint month-to-month lease payments, and we appreciate the opportunity to respond.  Please be advised we have made attempts to contact ***********************, which have proven unsuccessful.  As such, ******** will make every effort to address ****************** concerns within this letter.
  
  ******** regrets any concerns *********************** may have experienced regarding their ******** account, and we appreciate the opportunity to address their concerns.  Our records confirm that *********************** activated service on March 28, 2005, while on the Sprint ******.  On November 21, 2023, ****************** account was part of our Magenta Complete process.  Magenta Complete is an automated process that moves eligible customers from the Sprint billing system to the ******** billing system.  Customers who have been moved to the ******** billing system automatically will notice some differences in their self-service capabilities, bill format, and account verification processes.  Magenta Complete customers will also move to a ******** rate plan that is similar to their current rate plan under the Sprint billing system.  It should be noted that eligible customers will not see an increase in their base bill amount, due date, or services.
  
  Please note that Sprint, now part of ********, launched the Sprint Flex Lease program, an option that provides qualified new and existing customers the flexibility to lease select devices for a lower monthly cost versus purchasing the device.  Lease payment varies by device and a down payment may be required and varies by customer and device.  With a Sprint Flex lease option, Sprint owns the device.  At the end of the lease term, customers can continue to lease the device on a month-to-month basis,cancel the lease and pay the Lease Device Purchase Price (DPP) (please note that this option is not available in all states) to purchase and own the device outright, return it to us, or return it to us and upgrade to the latest device. 
  
  We confirmed that ****************** signed a Lease Agreement, which was provided to them at the point of sale,clearly and conspicuously discloses that upon the satisfaction of the Lease Agreement, if they do not return the device, they will be billed a month-to-month charge, which is separate from the Device Purchase Price.  The month-to-month charge is not applied toward the Lease Device Purchase amount, which is outlined in the Terms and Conditions of their Agreement.  Once the lease is satisfied, for a limited time, customers can elect to pay the Lease Device Purchase amount via a nine-month installment option.  Customers can select this option and agree to the terms via the My Sprint app on their mobile device. 
  
  Our records reflect the 18-month term for *********************** Sprint Flex Lease WEB-LH171185662 and TM-LH172083144 was completed in June 2023. However, we have no record of *********************** contacting ************* prior to January 26, 2024, to request to close the leases, that the devices were returned, or a payment was made for the end-of-lease DPP.  Therefore, *********************** continued to be billed on a month-to-month basis, per the terms of their device leases.  Based on our review, we were unable to identify a Sprint billing error and consider the lease agreements to be valid.
  
  On January 26, 2024, *********************** qualified for and took advantage ********s Equipment Instalment plan (EIP)with the purchase of an Apple iPhone 15 handset.  They remitted a down payment of $145.00 and agreed to 24 monthly instalments of $28.55. During the purchase of the new handset, they were successfully unenrolled in the month-to-month lease payment for their prior handsets.
  
  Nevertheless, in an effort to amicably resolve ****************** concerns, our office would like to offer a $240.00 bill credit.  Should *********************** wish to accept the offer, they may contact our office at the number lister below within 30 days of the date of this letter. ******** regrets any inconvenience.  
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  *********************
  Executive Response
  

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