ComplaintsforMetro by T-Mobile

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4-20-24 I have been with MetroPcs for 5 Yrs a loyal customer I'm very disappointed with their service, Until now they don't care about you being a loyal customer. I have been paying for 3 lines $90 planned, all suddenly my plan changed, I lost my devices and needed to purchase a new device and sim. Upon activating my new devices, I needed to change my plan to activate the devices, no other choices, Once it got activated my plan changed to $120 a month for 3 lines. I called customer service and explained to them, why all suddenly my plan changed. They explained to me my old promotion expired, I changed the to a different plan, They can't honor that plan anymore. First I never intended to switch plans in the beginning, Your system doesn't allow me to reactivate my new devices, and I was given no choice but to change. I should be given my old plan back the way should, Unfortunately, this agent doesn't know what customer services, are or how to fix the issue, losing your devices and having to purchase new devices and a sim card, shouldn't be a problem good to go. Instead, the system won't allow you. If I knew that my plan would jump that high, I rather switch to a different carrier with a better plan. I have had other carriers in the past with the same situation and have no issue with the plan. To this moment Metropcs is disappointed in me, why should I be paying more, I already spent more money to replace a new device not able to turn on my services, It's BS and Highway robberies Metropcs, Beware and be careful not to lose your phone, Once you lose your devices needed turn your services back on probably won't be able till you change plan. They are robbing us blind by doing, no matter what you say, their customer service doesn't care. They don't care if you switch to carries. They are Metropcs ************

  Business response

  04/26/2024

   
  April 26, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:      *********************
              Your File No. 21604601
              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 21, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ********************* may have experienced with the account changes, and we appreciate the opportunity to address this matter.  ********************* activated the account on November 24, 2020, and has three lines on the account that are subscribed to the 3 for $90.00 Unlimited rate plan.
  
  On April 14, 2024, ********************* contacted ************* stating that they had lost the device to the number ending in 0170 and needed to suspend the line of service.  ************* suspended the line ending 0170 as lost/stolen during that time, and the other two lines remained active.  
  
  On April 20, 2024, ********************* activated a new device on the number ending in 0170 via their online account.  As the line was resumed, the rate plan was changed systematically  from the 3 for $90.00 Unlimited rate plan to the 2 for $80.00 Unlimited rate plan for lines ending in 0170 and 3137.  The third line ending in 2161 was now subscribed to the $30.00 with AutoPay-$35.00 1st Month rate plan.  It should be advised that the Autocorrect to the rate plan was completed systematically.  As the rate plan ********************* was previously subscribed to the 3 for $90.00Unlimited Promotional rate plan was retired and no longer accessible.  This rate plan changed the billing from $90.00 per month to $120.00 per month.  
  
  On April 23, 2024, our office contacted ********************* and explained the aforementioned.  Our office was able to successfully re-enroll them in the 3 for $90.00 Unlimited promotional rate plan and the monthly cost will remain $90.00 per month and will be due on May 2, 2024.  It is important to note, the account remains on a promotional rate plan.  If at any time, the rate plan is changed in the future we may not be able to gain access to this rate plan since it is retired.  ******** regrets any concerns ********************* may have experienced.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response
  
  

  Customer response

  04/27/2024

  The Complaint has resolved, happy with the result fixing my issue, honor my request.

  Customer response

  04/27/2024

   
  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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Metro Pcs had a deal for a brand new iPhone 11 by signing up with them. I needed a new phone so I took the deal. This was 12/27/23. I paid $240. I get home and the phone is locked. It was not a new phone. It was previously registered to someone who bought the phone in November. Store owner will do nothing saying unlocked the phone. I talked with Apple to unlock the phone and they can't because it was registered to someone else iCloud who purchased the phone in November. They can't help me because I ont have the original receipt because I wasnt the first owner of the phone. This proves it Metro is selling used/refurbished phones and passing them off as new. 4 months later I sit here with no phone, no reimbursement, no nothing. Just a headache dealing with this company. now I can't even complain to them because I'm no longer in their system. They state it because I didn't pay my monthly bill. Why would I pay for something that I never got in he first place. I paid for my first months bill but never continued because I didn't even get a working phone.

  Business response

  04/19/2024

   
  April 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:      *************************
  Your File No. 21595906
  
  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 18, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced with their device purchase and we appreciate the opportunity to respond.  Please note, Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any transactions completed in-store, and we respectfully request that customers contact the point of sale directly for assistance regarding disputes over in-store transactions.  Additionally, we were unable to substantiate that ************************* was sold a refurbished device.
  
  It should be noted that new activations are eligible for the Return Policy pursuant to the Terms and Conditions of Service which can be found at www.metrobyt-mobile.com/terms-conditions-service.  Customers may return a device or accessory within 14 days of the purchase date of the original device.  Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the devices hardware or software.  Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues.
  
  Please be advised, per our Terms and Conditions, *************************************************************************: Our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.
  
  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.
  
  Please be advised that Mobile Device Unlocks (MDU) are available to customers who meet our eligibility requirements, which are available at ************************************************************************************************; According to our MDU policy, we provide MDUs for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  One hundred eighty (180) days must have passed since the devices activation date.
  
  As we were unable to locate a Metro by T-Mobile account associated with *************************, we are unable to confirm if they meet the eligibility requirements to unlock the device they mentioned in the letter to your office.  ******** 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 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

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Years ago, a ******** representative put me on a senior phone plan in error. The plan was for $***** a month. The error was discovered at a later date; however, ******** honored the monthly payment due to misinformation from their employee. In June or July of 2023, I called ******** to add international coverage to my plan due to an upcoming international trip. At that time, the representative mentioned the senior plan that I was on and she solicited me to join the Magenta 55 (the previous error was discussed) that covered international data use. In April 2024, I started receiving text messages advising that I need to go to ******** and provide an id showing that Im 55. The representative in 2023 did not mention that I was still on a senior plan (misinformation). Today, 4-18-24, I called ********. **** confirmed that I was still on a senior plan and needed to provide proof of age. I AM NOT 55 AND ******** NEEDS TO GET IT TOGETHER!! Consequently, I switched to a plan that is $65.00 a month for the phone line; as opposed to ***** that Ive paid for YEARS (I had no choice, but to switch)!!!!! Ive had numerous problems with ******** and they need to be held accountable! I would like the $***** a month plan to remain in effect with no loss of coverage (I want the same plan that I had previously). I owe $374.99 on the iPhone and I intend to get a different phone carrier upon completion of that balance. ******** is NOT a good company in which to conduct business.

  Business response

  04/19/2024

   
  
  April 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re: ***********************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 18, 2024, regarding the above-referenced account.   
  
  ******** regrets any concerns *********************************** may have regarding the account, and we appreciate the opportunity to respond.  Our records indicate that *********************************** has one voice line ending in 1239 which as of July 27, 2023, was subscribed to our Magenta 55+ rate plan for $55.00 per month including taxes.  
  
  It is important to note that to qualify for Magenta 55+ rate plan, the Billing Responsible Party (***) must be 55 years or older and reside in the ************************ or ************  Age verification is mandatory.  Customers are required to provide the appropriate documentation to confirm their eligibility.  While *********************************** is the *** of the above referenced account, as they are not 55 years of age or older, they do not qualify for the Magenta 55+ rate plan.  
  
  On March 27, 2024, **************************** rate plan was updated to our Go5G rate plan for $80.00 per month including taxes and fees, which was scheduled to go into effect on April 27, 2024, as ******** had been unable to confirm that *********************************** met the eligibility requirements for the Magenta 55+ rate plan.  
  
  *********************************** contacted our ************* team on April 18, 2024, regarding their future dated rate plan charge to our Go5G rate plan.  *********************************** was advised that as they do not meet the eligibility criteria for our Magenta 55+ rate plan, their rate plan was updated to a comparable rate plan for which they did meet the eligibility criteria.  Pursuant to **************************** request, the future dated request for Go5G rate plan was expired, and instead **************************** rate plan was updated to our Essentials rate plan for $65.00 per month plus taxes, which was scheduled to go into effect on April 27, 2024.  
  
  In their correspondence to your office, *********************************** indicated that they were originally advised they could retain the Magenta 55+ rate plan due to misinformation provided by ********s ************* team.  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during **************************** recent contact with our customer service.
  
  Our office contacted *********************************** on April 19, 2024, regarding the above findings.  *********************************** was advised that as they do not meet the eligibility requirements for the Magenta 55+ rate plan, they would be required to subscribed to a qualifying rate plan going forward.  Regrettably, *********************************** expressed their intention to pursue a new service carrier and elected to discontinue our conversation.  Should *********************************** have additional questions, we invite them to contact us at the number below.  ******** regrets any inconvenience to *********************************** and appreciates their business.  
  
  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

  04/20/2024

   
  Complaint: 21594250
  
  I am rejecting this response because:

  I had to switch my plan! The business response is listed as though I had a choice in the matter.
  

  The gentleman that contacted me was very condescending and he never apologized for the lack of knowledge from the ******** representatives. He said their system is smart and eventually it noticed that an age verification was needed. He said they tried to accommodate me (I am highly educated and he spoke to me like a child). I DONT WORK FOR ********; THEREFORE, I COULD NOT HAVE PLACED MYSELF ON THE PLAN. I told him that he was negating the fact that ******** messed up and I asked him when were they going to be held accountable. He had no response. At that time I said that Tmobile was a terrible company and that I will not do business with them once the iPhone is paid off.

  I have been a customer since 2013. Ive always held up my end of the bargain by paying my bill. It is astounding that I am being treated as such. I will be sure to let my friends and family know to avoid doing business with them. 

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone carrier is Metro by T mobile. I have been with Metro for over 14 years. Whenever my phone bill is due, I receive a text message telling me when it's due and how much the bill is. Today my phone is suspended because I didn't pay my bill which is $50.00. In all the years I've been a Metro customer, I have never been delinquent. I don't understand why I never received a text about my bill being due today. I depend on those texts. I'm sure other customers do as well. Now I've got to walk 5 miles to pay my bill. Today is not a good day to have my phone service suspended. I can't even speak to a customer service representative about this matter. I'm frustrated and inconvenienced. I deserve more respect then I've been given. I'm not happy with Metro. I mean nothing to them as a person and a long time customer.

  Business response

  04/18/2024

   
  April 18, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************ 200
  *****, ID *****
  
  Re:       *************************
  Your File No. 21578198
  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 15, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced regarding their account notifications, and we appreciate the opportunity to respond.  Our records indicate that ************************* has a single voice line ending in 8022, which is currently subscribed to our $40.00 10GB Data plan.  They are additionally subscribed to our optional Premium Handset Protection (PHP) feature at a monthly recurring cost of $5.00.  *************************** service cycle begins on the 15th of one month and ends on the 14th of the following month, with payment due for service for the next service cycle due on 14th of the month.
  
  Please be advised, Metro by T-Mobile is a prepaid service, and balances for the upcoming cycle are due on or before the listed due date.  If payment for the upcoming cycle is not remitted on or before the due date, customers will be temporarily suspended, pending remittance of the full balance due.  It is important to note, if service is suspended or cancelled, customers are still responsible for the full monthly service amount.  
  
  Our records reflect that on April 15, 2024, *************************** payment was not received timely their services were temporarily suspended.  On April 15, 2024, ************************* made a payment in the amount of $45.00 and their services were restored.  Text notifications for billing alerts can be enabled and disabled via the My Metro App or www.Metroby********.com website as well as through *************.  On April 17, 2024, our office enabled the text notifications on the account for billing alerts.  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
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  paid at store using cash didnt get a receipt the guy said it would be activated and i left going to **** and it wasnt called customer service and they was rude some arabic guys were over talking me and jsut being rude

  Business response

  04/16/2024

  
  April 16, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *************************
  Your File No. 21575545
                          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 15, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced regarding their Metro by T-Mobile account, and we appreciate the opportunity to respond.  A review of ******************** account shows it was activated on March 11, 2024, and has one line of service ending in 9456.  This line is subscribed to our $40.00 Unlimited Single Line rate plan, which provides unlimited talk, text, and high-speed data for $40.00 per month.  ******************** service cycle begins on the 11th of each month, and ends on the 10th of the following month,with the balance for the upcoming cycle due on or before the 10th of each month.
  
  Our records show on April 11, 2024, ******************** account was suspended for non-payment of the balance due of $40.00 on April 10,2024, for the service cycle beginning April 11, 2024, and ending May 10,2024.  On April 11, 2024, ************************* contacted our ************* to request a ******* extension, and the account services were restored.  On April 14,2024, as no payment had yet been remitted, ******************** account was once more suspended pending payment for the current service cycle.
  
  On April 14, 2024, ************************* contacted ************* concerning the suspension and stated that they had paid the $40.00 balance due in a Metro by T-Mobile authorized dealer in ******** via cash payment, but that they had not received a receipt for their payment.  As our records do not reflect any payment remitted the account remained suspended. ************* advised ************************* to return to the retail location in question to further dispute this payment, but they were unable to do so.  During this interaction, ************************* changed their rate plan to our $55.00 Unlimited with AutoPay rate plan; however,the account remained suspended.
  
  On April 15, 2024, ************************* contacted ************* once more and reverted their rate plan to the $40.00 Unlimited Single Line rate plan, and the balance due was updated to $40.50, due to the single day spent on a higher cost rate plan.  ************************* remitted a payment of $40.50 on this date with *************, and their account services were restored.
  
  Please be advised, Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view the details of any transactions completed in store, and without a receipt for the disputed payment on April 14, 2024, we are unable to further dispute this matter.  Should ************************* have any remaining concerns with their reported in-store payment, we encourage them to return to the Metro by T-Mobile authorized dealer where the payment was made for further assistance.  ******** 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

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/13/24 around 3:30pm I went to the **********************************************************************. The service here is terrible, the employees here are lazy and do the bare minimum. When I arrived, no one greeted me, even though there were two people available. The employees spent more time gossiping with each other than paying attention to customers. The associate that was helping me, *****, was not pleasant, helpful nor knowledgeable about anything. I was switching from ******* and based off my poor store experience, I already regret switching. He did not give me the proper advice walking me through the switching process and as a result I am having some issues.

  Business response

  04/17/2024

   
  April 17, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 14, 2024, regarding the above-referenced account.   ******** is pleased to report we have resolved ********************* concerns to their satisfaction.
  
  ******** regrets any concerns *************************** experienced regarding their account, and we appreciate the opportunity to respond to this matter.  Records indicate on April 13, 2024, *************************** activated one voice line ending in 9433 which is subscribed to the Go5G Plus 1 Line rate plan for $95.00 per month. 
  
  ********************* account is billed a month in advance for their services and their billing cycle currently runs from the 14th of one month to the 13th of the following month, with a due date of the 6th of each month.  
  
  Upon speaking with ***************************, we provided information on our Keep and Switch offer which  allows customers from *************** who port over to ******** to keep their eligible phone and we will reimburse them for their remaining device payment plan, up to $800.00, via Virtual Prepaid MasterCard.  To qualify for reimbursement, customers must upload proof of balance associated with the device they bring to ******** on our website www.switch2t-mobile.com within 30 days of activation of service.  Additional information, including a list of the eligible models for the offer is available at ****************************************************************************; To be eligible, you must port-in a number to ******** from an eligible carrier that you have not already submitted for or Keep and Switch within the last two years.  We regret that the ******** store *************************** visited did not provide them with this information. 
  
  Furthermore, pursuant to ********************* request, we changed their billing cycle dates wherein after May 13, 2024, it will run from the 23rd of month to the 22nd of the following month, with a due date of the 15th of each month.  Finally, we assisted *************************** with accessing their online account at www.********.com.
  
  Please be advised ******** strives to provide world-class service to all our customers on 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 ********************* recent contact with our retail location.  ******** regrets any inconvenience to ***************************. 
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***********************
  Executive Response
  
  

  Customer response

  04/17/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to the establishment to purchase a phone. Firstly, the price of the phone was $40 more than the other providers in the area. It was said that this is a bundle to include a phone case and screen protector. Total rip off. The salesman also stated that he would throw in a storage card, yet attempted to charge me for it. They did not provide me an itemized bill. They charged me $37 for an activation fee. The website states $25 dollars. This establishment is a scam and should be investigated.

  Business response

  04/16/2024

  
  April 16, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *************************
              Your File No. 21569749
              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 13, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced with the account and we appreciate the opportunity to respond.   The account was activated on December 29, 2012,and has one mobile number ending in 4662. The account is subscribed to our $30.00 2GB **************** rate plan.  Most recently, on March 28, 2024,a payment was made to the account in the amount of $30.00 for services from March 29, 2024, through April 28, 2024.
  
  On April 12, 2024, the account activated a newly purchased ******** G 5G handset for use on their mobile number.  The account indicates it was billed $26.78 for a $25.00 Device Change Fee plus applicable taxes and payment was made on April 12, 2024.  Please note, to update a handset on a customers account, ********************** must process a Device Change which updates the devices information so the customer can use the service on that specific handset.  Please note Device Change Fees are non-refundable. 
  
  The ******** G 5G handset was purchased at a Metro by T-Mobile authorized retail store.  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, and customers are recommended to contact the store directly for any concerns regarding their transactions.  ******** makes every effort to ensure our customers have a professional and courteous experience with our authorized dealers.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any employee at the authorized dealer location failed in any way to display that during ******************** recent visit to their local store.
  
  We recommend ************************* return to the retail store for any disputes.  ************************* can also provide feedback regarding their experience by visiting our website at Metroby********.com under HELP and FEEDBACK.  We respectfully decline to provide a refund.  As of April 16, 2024, the account remains active  with a zero balance.  ******** 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 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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Metro PCS by ******** customer service regarding an email I received stating I qualify for an upgrade on my phone since my payments were on time for 12 months. I called and spoke to representative and advised him I wanted the A54 ******* Android phone and wanted to verify I can get it for $49.99. I asked because I wanted to go into the store to get it. He advised me that I was a "VIP customer and sure you can get it for $49.99!". "I will notate your account so the representative at the store will give it to you for $49.99." I asked the representative several times if he was sure that I would get that pricing for that specific phone. He guaranteed me I would. I went into the store and the representative told me there was nothing notated on the account and only new customers would get it at that pricing. I called customer service and spoke to a supervisor who was rude and didn't let me get a word in and hung up on me. I called back again and requested to speak to a manager and again was told it wouldn't be honored. I do customer service myself for a living and I am appalled by the way I was treated and that they wouldn't honor something that was guaranteed to me by there representative. I would've been happy to pay the $49.99 but I believe I should get it for free for the disrespect I endured and the time I took from my work day to contact them, only to be treated like garbage. I don't get the service for free from them and my payments are always on time. I am on auto pay.

  Business response

  04/16/2024

  
  April 16, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***************************
  Your File No. 21568337
                          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 12, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** may have experienced with their device upgrade, and we appreciate the opportunity to respond.  A review of ****** LinaresMetro by T-Mobile account shows it was activated on April 2, 2023, and has one line of service ending in 6141.  This line is subscribed to our $25.00 Port and *************** service plan,which provides unlimited talk, text, and high-speed data for $25.00 per month.
  
  Please be advised, Metro by T-Mobile customers qualify for a promotional device upgrade every ******** following their last new device activation.  This device upgrade is only redeemable in a Metro by T-Mobile authorized dealer location and can be used for discounted pricing on select models available in-store.  Please note, as Metro by T-Mobile authorized dealers are independently owned and operated, the discount provided as well as the models eligible for discounted promotional pricing may vary from location to location.  This promotional discount is not available for use with online orders, and the promotions available online or over the phone with ************* have separate eligibility requirements that must be met for the promotion to be used.
  
  Our records show on April 10, 2024, *************************** contacted our ************* team requesting a promotion available online for discounted pricing of $49.99 for a ******* Galaxy A54 handset.  Please note, this promotion as listed online at ************************************************************************************************** requires both a new line activation, and a port-in from another provider to be eligible for the discounted $49.99 purchase price.  On April 12, 2024, *************************** spoke further with our ************* team regarding this promotion and was advised of the requirements in order to obtain the promotional pricing; however, no order was placed.
  
  Should *************************** wish to proceed with a device upgrade, we encourage them to visit their local Metro by T-Mobile authorized dealer to review upgrade options available in-store.  It is important to note, the promotional pricing for the ******* Galaxy A54 as described above will still require a new line activation and a port-in for the promotional offer; however, the device is available for purchase at a reduced promotional pricing of $149.99 with a new line of service, or at full retail price with no additional account changes.  ******** 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

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 04/08/2024 i purchased a cell phone from metro ********* the cell phone was locked, i asked the manager **** to unlock the phone, she stated, i must take it to a computer repair store , they do not provide that service. i went to a repair store, and got the phone unlocked, then i could not get my contacts or personal files, i returned to metro and **** stated, i must add contacts and personal files myself, they do not do that, i returned to the repair shop, the tech said , loading contacts is a service not a repair, phones stores do that, On 04/11/2024, i went back to metro, and requested a refund, i did not want a phone i could not use, **** stated, i was not eligible for a refund , i recieved an upgrade, i told her the policy says refunds are for new device only, is a new phone a new device? she stated what i recieved was an upgrade and therefore not eligible for a refund. please if possible, explain the policy for this metro ***************** i am confused. copy attached

  Business response

  04/16/2024

  
  April 16, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *************************
  Your File No. 21564904
                          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 12, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced with their recent handset purchase, and we appreciate the opportunity to respond.  A review of ****************** account shows it was activated on March 22, 2016, and has one line of service ending in 9207.  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. 
  
  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 on April 5, 2024, ************************* activated a new ******** *********** 2023 handset with the ******************** Equipment Identifier (IMEI) ending in 5670.  ************************* contacted ************* on April 5, 2024, April 10, 2024, and April 11, 2024, reporting concerns with bypassing the lock screen for the handset and requesting to return the device for refund.  ************* advised ************************* that as the device was not associated with a new line activation, it was not eligible for return, but provided information regarding warranty processing, and directed them back to the point of sale for further assistance. 
  
  Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date. If the device is not functioning properly or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** authorized dealer location. If the problem is deemed to be in warranty, an exchange fee will be charged in-store, and a replacement phone will be ordered. Warranty replacements are sent to the authorized dealer location. Upon delivery, customers may visit the authorized dealer location to complete the exchange.
  
  Warranty exchange fees are subject to change. All warranty options exclude exchanged handsets are no longer within the manufacturers warranty, such as those found to have sustained physical or liquid damage. Metro warranty replacements are not guaranteed to be new, nor are they guaranteed to be the same model or color. If the exact model is not available, the replacement will be of similar kind. Please note, customers may also contact the handset manufacturer directly to arrange for a warranty exchange.
  
  Should ************************* continue to have concerns with the use of their new handset, we encourage them to visit a Metro by T-Mobile authorized dealer for assistance with reviewing the device and, if necessary, completing a warranty exchange.  ******** 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

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently contacted assurance wireless by phone speaking with their representative **** located in *************** who asked me to reapply for an account with assurance wireless to have a new phone sent to me as the one I currently have has not been working for some time if at all as I made mention shortly after activating the phone it really does not work very well which has happened to me many times previously, please. It would be very kind if I could get a replacement device sent to me, please. Thank you.

  Business response

  04/12/2024

  April 12, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      *****************************
  Your File No. 21563980
                          Assurance Wireless Account No. *********
  
  To Whom It May ************************* Wireless is a brand operated under T-Mobile USA, Inc. (********).  As such,
  ******** provides a response on behalf of Assurance Wireless.  ******** and Assurance Wireless *** sometimes be referred to herein, collectively, as T-************* ******** is in receipt of your correspondence dated April 11,2024, regarding the above-referenced account.
  
  We  regret any concerns ***************************** *** have regarding their Assurance Wireless device and request for a replacement, and we appreciate the opportunity to respond once again.  A review of ************************** Wireless account was  activated on July 3, 2021.  The account shows that a replacement device, an *** Artia handset, was activated on June 2, 2023. 
  
  Please note, the initial Assurance Wireless device that was provided at the time of activation was covered by a one-year warranty.  However,the no cost replacement device that was provided to ***************************** on June 2,2023, by our office as a courtesy only held a 90-day warranty.  Assurance Wireless offers a mail-in warranty replacement option, and when a device replacement order is processed, customers are required to return the non-working device to complete the warranty exchange.  The warranty does not cover out of warranty devices.  If a device is deemed to be out of warranty, customers are required to pay a replacement fee starting at $59.99 in addition to $20.00 for shipping and handling.  It should be noted that we are unable to guarantee what specific model phone will be sent as a replacement.
  
  On March 5, 2024, ***************************** contacted ************* stating that their device was not charging properly.  It was explained that we do not have the ability to send accessories, however if a device was needed the options to purchase one was explained.   ***************************** was advised of the replacement cost starting at $59.99, in addition to the shipping cost of $20.00.  However, as no payment was remitted no device was ordered. 
  
  Regarding reapplying for service, we do not recommend that ***************************** reapply for service to get a new device. 
  On April 12, 2024, our office confirmed the account remains active and continues to utilize the *** Artia handset.  Furthermore, should ***************************** wish to have a device shipped to them directly by our office, they can contact ************* and remit the payment of $79.99 which will cover a new device and the shipping cost. Additionally, ***************************** can review other device options that *** be more affordable at ************************************************; Many devices can be added at a low monthly cost, and zero down and zero interest options. Additionally, Assurance Wireless now provides a Bring Your Own Device option to use with the service.  ***************************** can visit ************************************** for more information.  We regret any inconvenience to *****************************, and we appreciate their feedback.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact ****************.
  
  Very truly yours,
  
  
  T-MOBILE USA, INC.
  
  
  ***********************
  Executive Response
  
  
  

  Customer response

  04/16/2024

   
  Complaint: 21563980
  
  I am rejecting this response because: I don't feel which I have addressed before with the company staff as it relates to being located in *************** as their is a regular language barrier in addition to never being told accurate information by these representatives much like what I was told the the representative **** who essentially told me nonsense as they sinply answer phones and quite frankly cause more stress to an individual(s) when addressing a matter or matters. It appears to be my fault for not being told I only had a year warranty on my device as I have been constantly given phones by the company many of whom were either broken when they arrived or soon after. I was never told I had a one year warranty.
  
  Sincerely,
  
  *****************************

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