Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,178 total complaints in the last 3 years.
1,217 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/01/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Metro allowed a transfer of my sim number to a different cell phone without my authorization and without requesting adequate information from whoever transferred my sim to a new phone, which led to my bank account getting hackled (Through SMS verification) and then with multiple charges to my savings account and that is now going to take a while to get resolved from the bank. When contacting Metro to see if whoever changed the sim provided adequate information they simply just stated that whoever did this knew the 8 digit pin and that there was nothing that they can do and never answered my question. I also contacted the porting team and they also insisted that the hacker who took my sim number knew the 8 digit pin, but no one knows so it does not make sense that someone knows that pin other then myself. I believe that there was some negligence that ultimately led to the charges on my account. All the events took place on May 29th 2025.
Business Response
Date: 06/11/2025

June 11, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Sheikh *******
Your File No. 23403428
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 2, 2025, regarding the above-referenced file number.

T-Mobile sincerely regrets to hear that there may have been unauthorized activity on the above-referenced T-Mobile account and specifically, the mobile number ending in 0011. We would like to thank you for bringing Sheikh Hussains concerns to our attention.

Our records indicate on May 29, 2024, at approximately 11:13 am CT the *** card assigned to Sheikh Hussains line of service ending in 0011 was reassigned. We understand from you that Sheikh ******* did not authorize or request the reassignment. At approximately 11:26 am CT, ********************** number ending in 0011 was ported out to another provider.

It is important to note, as of May 30, 2025, at approximately 12:26 pm CT, Metro by T-Mobile reverted the *** reassignment on the line of service ending in 0011, and the number ending in 0011 was successfully ported back into Metro by T-Mobile. Further, on June 10, 2025, T-Mobile spoke with Sheikh ******* and discussed the additional security measures available which are aimed at safely protecting their account. An incident report was also filed for review by our Corporate Investigations team. At the conclusion of their investigation, Sheikh ******* will receive the notices or disclosures as the law may require. If Sheikh ******* has any further questions about the information provided above, or additional documentation they would like us to consider, they may reach me directly at **************************************************.

Furthermore, if necessary, T-Mobile will fully cooperate with any investigation undertaken by local law enforcement with respect to this matter. For any legal document requests related to this matter, please forward a subpoena or court order for the records to Legal and ************************ at ********************************** or via facsimile at ************. We regret any inconvenience to our customer.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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.

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

***** DiMenna
Executive Response
Customer Answer
Date: 06/12/2025

Complaint: 23403428

I am rejecting this response because: What T-Mobile responded was with that they are just saying sorry for the matter, I do understand being sorry but that is not going to fix the thousands that was stolen from my back account and the time I personally had to spend to fix this issue because someone at T-Mobile did not verify that it was not the account owner doing a sim swap. This is incredibly frustrating as it feels like T-Mobile is saying there is nothing they can do. Again as I stated in the first complaint it feels like T-Mobile was not responsible enough to make sure that whoever is sim swapping has the authority to do so, and I feel like T-Mobile neglected the verification step which led to my bank account getting hacked (SMS verification) and causing emotional distress. I would really like to know how this happened and if there is some sort of phone call log or chat log that can be provided at the time of the sim swap. At the time of this message I still have not recovered all of the money that was lost from my account. I feel like I need some sort of compensation for the amount of damage that was done.

Sincerely,

Sheikh *******
Business Response
Date: 06/19/2025
June 19, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Sheikh *******
Your File No. 23403428
Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 17, 2025, regarding the above-referenced file number.

T-Mobile sincerely regrets any continued concerns Sheikh ******* may have regarding their account. As we advised previously, on May 29, 2024, at approximately 11:13 am CT the *** card assigned to Sheikh Hussains line of service ending in 0011 was reassigned. At approximately 11:26 am CT, ********************** number ending in 0011 was ported out to another provider. On May 30, 2025, at approximately 12:26 pm CT, Metro by T-Mobile reverted the *** reassignment on the line of service ending in 0011, and the number ending in 0011 was successfully ported back to Metro by T-Mobile.

On June 10, 2025, our office spoke Sheikh ******* and discussed the additional security measures available which are aimed at safely protecting their account. At that time an incident report was also filed for review by our Corporate Investigations team. At the conclusion of their investigation, Sheikh ******* will receive the notices or disclosures as the law may require. Should Sheikh ******* have any further questions about the information provided above, or additional documentation they would like us to consider, they may reach me directly at **************************************************.

Metro by T-Mobile will fully cooperate with any investigation undertaken by local law enforcement with respect to this matter. For legal document requests related to this matter, our office requests that subpoenas or court orders for the records to Legal and ************************ at ********************************** or via facsimile at ************. We regret any inconvenience to our customer.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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.

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

***** DiMenna
Executive Response

Customer Answer
Date: 06/20/2025

Complaint: 23403428

I am rejecting this response because It seems as if T-Mobile is just trying to say that there is nothing that they can do. A lot of money was taken from my bank accounts from this sim swap and Its because of ******** authorized it without my consent. I would like to see some sort of chat logs or messaging logs that took place when the sim swap took place, because it seems as if T-Mobile negligence is the reason why my money was taken through again the sim swap and I want to know if they just authorized just anyone to switch the **** without verifying it was me the account order. (I still did not receive a full refund from the bank yet). T-Mobile is responsible for the emotional distress I am going through because of the sheer amount of money that was taken.

Sincerely,

Sheikh *******
Initial Complaint
Date:05/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4/25/25, visited a Metro store for a "free phone" promo ad on my Metro app. The offer explicitly stated a Galaxy A16 for $0, with a 2nd ad offering the same for adding an extra line. Upon arrival, was told promo is for new customers, directly contradicting the ad presented in my existing cust. ****. Inquired about alternative options, he steered me to a Moto G 5G, claiming superiority to the ads' $0 phone. Phone proved faulty, apps consistently crashing. Despite explaining need to keep business #, was told this was impossible with an "upgrade" unless I ported my # from another carrier as a new cust. This contradicts concept of an"upgrade." Was then charged $232.99 for the Moto G 5G, valued at $150, was forced into adding a line, paying full $ instead of receiving an upgrade. Never received a receipt for this purchase, employee claimed was on my account & was not. Discovering device malfunction, contacted cust. service. They confirmed elgibility for the free promo phone & agreed I had been scammed by employees. 4/30/25, per cust. service instruction, returned to the store with a cust. service *** on the phone to attempt a return. Manager refused to accept return stating ,"no returns for upgrades," spoke over & down to the cust. service *** who was attempting to clarify my eligibility and the deceptive nature of the transaction. Manager would not allow the cust. service *** to explain why decision was untrue. Feeling frustrated I left the store. ****. service subsequently arranged for a new, free phone to be sent to me, only requiring an activation fee. Upon receiving the new phone, was again instructed by cust. service to revisit the store on 4/30/25 to return faulty phone for refund. Once more, store employee denied the refund, persisting in telling cust. service *** they were wrong. Due to ***eated deceptive practices & the lack of resolution from store, I seek a full refund for the faulty Moto G 5G phone & the associated charges incurred under false pretenses.
Business Response
Date: 06/10/2025
June 10, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Your File No. 23401574

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 31, 2025, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a retail handset purchase.

T-Mobile regrets any concerns our customer may have experienced during their visit to the Metro by T-Mobile authorized dealer. 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, in-store pricing may vary from location to location, as well as the promotions available at each location. Furthermore, the pricing available from Metro by T-Mobile authorized dealers and online at **************************************** is subject to specific promotional requirements detailed in the online listing.

Please be advised that Metro by T-Mobile strives to offer promotions for both tenured and new customers alike. These promotions may have eligibility requirements that must be met and we encourage our customer to work with ************* or their local retail location to find a promotion that may fit their needs, these requirements may include activating a new line with a new number, porting in a number from another carrier, or trading in a device. It is important to note that our customers may view the details and requirements for our online promotions within the Metro app or online.

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 ****************************************, 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.

********************** 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.

Please be assured Metro by T-Mobile takes allegations of misconduct very seriously. We apologize if a Metro by T-Mobile authorized dealer failed in any way to display that during our customers recent contact with their local authorized dealer. Please be advised, our Metro by T-Mobile stores are independently owned and operated; therefore, we are unable to view any call or transaction information completed in-store. Nevertheless, we appreciate our customers feedback regarding this matter.

Our office recommends that our customer contact the retail location where their transaction was performed with any questions or concerns regarding that transaction. We regret any inconvenience to our customer.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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.

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

***** DiMenna
Executive Response
Customer Answer
Date: 06/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
Date:05/31/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since 2024 I was charged for service I didnt have; numbers I dont use anymore, tablets, and the company are able to see, I try to remove from de app, dont let me, I went to the store, they said , they cant, so I call several times and try, but they hang up, they open the account in the system but can remove, so I have direct payment just charge me every month; and took from my bank, so I need give me a credit for all the months they know I dont use those numbers, and give the customer service a better training, if the customer dont want a service just let them go. Im a customer from 2019, and start with a $25,00 plan and charge me $40,00 from all these years is absolutely ridiculous, please do the math and refund me or give a credit, for all these years., is more $720,00 plus the lines dont use, since 2024.I really need to solve this problem. I see more complaints with this company.Thank you.
Business Response
Date: 06/11/2025
June 11, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: Your File No. 23400685

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 2, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding their service charges, and we appreciate the opportunity to respond to this matter. Upon reviewing this issue, we understand that our customer's concern pertains to being over charged for lines that were not in use and they would like to be refunded.

It should be noted that amounts paid for service charges are non-refundable. If their service is terminated for any reason and customers have a positive balance on their account, they will not be entitled to receive any refund. Furthermore, customers have the convenience of reviewing their monthly service charges online at ************************************ or through the Metro application. If they discover lines are no longer needed, our customer can make changes or cancel their unneeded lines of service by *************** for further assistance.

As no billing error was identified, we respectfully decline our customers request for a refund.
We recommend our customer dispute the charge with their financial institution regarding any billing dispute they may have. T-Mobile regrets any inconvenience to our customer. Should our customer have any other concerns regarding this matter they can their account online at ********************************************************************;

It is T-Mobiles position the payments are considered valid, and no refunds will be provided. Should our customer wish to cancel any lines they will need to contact ************* directly. Furthermore, amounts paid for prepaid service are non-refundable and no-account credits will be provided for outages or concerns related to services used or unused. As such, T-Mobile respectfully declines our customers refund request.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. If you have any questions,please do not hesitate to contact ************* directly at **************** or 611 from your handsets during the hours of 6am 2am CST.

Very truly yours,

METRO BY T-MOBILE

***** ******
Executive Response
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had canceled my service for my watch phone 6 months ago but they are still charging me for that service also I canceled my main service a month ago
Business Response
Date: 06/03/2025

June 3, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re:Your File Number: 23399067

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a watch line which remained active.

T-Mobile has reviewed the account and confirmed the customer transferred to another service provider on May 6, 2025. The arrangement to transfer the line of service was made directly with the customers new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after the new wireless service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining line of service on our customers account on May 30, 2025, when our customer contacted T-Mobile. As we have no record of our customer contacting us to cancel prior to May 2025, it is our position they were charged correctly.

Although we were unable to contact the customer we provided them with our contact information via email should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

**** *******
Executive Response
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is my second time this happened to me first it was a iPad. I sent the iPad back to T-Mobile for return when I sentit back. They said it was cracked when I sent it. It was wrapped up in bubble wrap, and I gave it to *** they put in the box once T-Mobile received it. They said it was cracked. I sent a picture so I forgot to take a picture so Im liable. I paid them almost $500 for theiPad once again here we go again They charging me $1212.59 but they have a phone its not cracked. Its not nothing wrong with it. Only thing was wrong with the phone. It getting hot like the phone that I have now they sent me a refurbished phone so I took it to the T-Mobile store. It was gettingmore he plugged it up. It came on nothing was wrong with it, but it was getting warm so the T-Mobile manager told me to send back and we took pictures. They said I had 15 days to send it back. It got back before ****************************************** $1212 for the phone is nothing wrong with the phone no damage. This is my second time they did this to me so thats why Im glad I took pictures this time.
Business Response
Date: 06/03/2025

June 3, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re:Your File Number: 23398865

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.

T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to a Non-Return Fee.

After a thorough review T-Mobile confirmed that a warranty replacement was processed in April 2025, and the handset shipped to our customer was returned to our warehouse in May 2025. Our review found the Non-Return Fee charged was not adjusted off the customers bill.

Although we were unable to reach our customer we proactively adjusted the Non-Return Fee, and we provided them with our contact information via email should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

T-MOBILE USA, INC.

**** *******
Executive Response
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may ****** I called metro customer service complaining about them charging me twice and wanting a refund. During that conversation I asked why they send a text saying they will take out my payment on one day and then pull it out a couple of days later. Went to the metro store in ******* and the gentlemen there explained that I can lower my bill by 30 dollars . OK great let's do that. In may I got a text saying they were going to pull my automatic payment put on the 27th didn't pull until the 30th. Checked my upcoming bill for June 30th and my bill was up 30 dollars to 180. Called customer service. **************** gentle ***** said oh you add features earlier this month which I didn't. He removed them say that my new ******** 177 which makes no since. Said I changed due date from the 30 to the first and now moved it back so there is a charge. Spoke to supervisor who said I changed my due date when I signed up for automatic payment on the app. Which I did not he then said I changed is may 1 with a agent which I did not. I told them that doesn't make any sense who going to change it the due for one day. He said the notes showed I changed it. Asked him to listen to the recording from may first that I never asked to have my fue date changed he refused say he read the notes. What's the point of recording the calls if you are not willing to listen to the recording. Anyways I would like my bill to reflect original due date and not have the fee that there charing to have my original due date when I never asked for the change in the first place.
Business Response
Date: 06/09/2025

June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re:      Your File No. 23397499

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, ******** provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 30, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer may have regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to multiple payments remitted and changes made to their account. T-Mobile investigated these concerns accordingly.

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. Furthermore,what may have occurred at the authorized retail store cannot be substantiated.

Upon review, our customer activated their account in April 2019, and their monthly service cycle ran from the 1st of one month through the 30th or 31st of the following month, with a due date on the 30th or 31st.

Please be advised that AutoPay is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on ********Our customer elected to enroll in AutoPay in March 2024.

Please be advised that ******** offers customers free self-help options to make changes to their accounts such as the ************************ app and their Metro by T-Mobile online account. As such, when certain changes such as the monthly service cycle, among others, are performed with a Metro by T-Mobile representative, customers are subject to a fee. It is important to note that these fees are considered valid and must be paid at the time of making the change to their account. Furthermore, if mid-cycle changes that are made to an account, an immediate charge is applied to the account and an immediate payment is needed to prevent account suspension.

Our records show on May 1, 2025, our customer updated their AutoPay payment method. On the same date, their monthly service cycle was updated to run from the 3rd of one month through the 2nd of the following month, with a due date on the 2nd. Due to multiple changes, the account incurred prorated charges, and two payments were remitted to our customers account. One of the payments was confirmed as refunded to the customer.

On May 3, ******** customer contacted our ************* team to update their due date. As such, their monthly service cycle now runs from the 30th of one month through the 29th of the following month, with a due date on the 29th.

On June 2, 2025, we contacted our customer and provided the above information. We offered to update their monthly service cycle at no cost, in which the customer declined.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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

Customer Answer
Date: 06/09/2025

Complaint: 23397499

I am rejecting this response because: I never authorized changes to my due date your employees changed it at their own accord. Every call ice made to customers service has been recorded but your company is unable to view their recordings
So why state calls will be recorded, makes no sense. So now I'm stuck paying a 20 dollar difference due to the action of your employees. I know now I should have my own recording on my phone everything I call so if this issue ever arise again. I submit the prove that your employees are not in fact helping a customer but causing undue finical burden on their bill that should have never been placed in the first place. After 18 years with your company I expected better from the company. Because while yes your stores are individually owned your customer service is part of your business and individually ****** they are employee of your company.

Sincerely,

**** ******
Business Response
Date: 06/19/2025

June 19, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re:      **** ******
Your File No. 23397499
                        Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 16, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns **** ****** may have experienced with their account and we appreciate the opportunity to respond. Please be advised, ******** may record our customers calls at random to ensure ******** is providing quality service and training purposes only. Calls that are recorded are only used for that purpose and are not used for a matter of record.

**** ****** activated their account April 1, 2019, and has six active lines ending in 8608,7680, 4959, 2229, 7570 and 9352 and one watch line ending in 4654. Upon review, five of the lines are subscribed to our Five Lines for $125.00 with AutoPay and $150.00 without AutoPay rate plan. The mobile number ending in 9352 was subscribed our PromotionalFree line unlimited talk, text and 2GB of date rate plan. The watch line is subscribed to our $10.00 watch rate plan. Upon activation, **** ****** subscribed to the optional Premium Handset Protection (PHP) on the mobile numbers ending in 7680 at $10.00 per month,on the mobile number ending in 9352 and 4959 at $9.00 per month, and on the mobile ending in 7570 at $2.00 per month.

The monthly service cycle ran from the 1st of one month through the 30th or 31st of the following month, with a due date on the 30th or 31st. The estimated monthly recurring charges with the aforementioned rate plans and features were $165.00.

As previously mentioned, **** ****** elected to enroll in our free AutoPay feature on March 26, 2024. AutoPay is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.

On May 1, 2025, **** ****** updated their payment method for the AutoPay payments. Our records show **** ****** requested the change of the AutoPay deduction date to be moved due to the current automatic deduction date the account was set to. As such, the account was updated to the monthly service cycle which ran from the 3rd of one month through the 2nd of the following month, with a due date on the 2nd. Due to the account changes, the mobile number ending in 9352 rate plan was updated to $15.00Unlimited talk, text and 2GB rate plan. In addition, a payment in the amount of $165.00 and $190.00 was deducted. On the same date, **** ****** contacted ************* requesting a refund for the $165.00 payment, in which **** ****** confirmed this payment was refunded.

On May 3, 2025, **** ****** visited a retail store regarding their account and their service cycle date. As such, the account was updated back to the service cycle to run from the 1st of one month through the 30th or 31st of the following month, with a due date on the 30th or 31st. On the same date,the optional PHP features were removed from the mobile numbers ending in ********* and 4959. The mobile number ending in 7680 and the watch line ending in 4654 were updated to the $3.00 per month PHP feature per line. As such, the account received a $4.00 credit, revising the balance owed to $152.00 due June 30, 2025. Going forward, the new estimated monthly service charges will be $156.00 per month with AutoPay and $181.00 without AutoPay.

As our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. T-Mobile is unable to substantiate what may have occurred at an authorized retail store.Nevertheless, T-Mobile makes every effort to ensure our customers have a professional and courteous experience with our authorized dealers and our ************* team. We also make every effort to provide complete and accurate information to our customers. We apologize if any third-party authorized dealer location or ************* failed in any way to display that during **** ******* contact with the local retail locations and *************.

On June 17, 2025, T-Mobile contacted **** ****** and provided the above information. Furthermore, we provided **** ****** our contact information should they have any additional questions regarding this matter. T-Mobile regrets any inconvenience to **** ******.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid $65.83 to Metro PCs for the Home internet. The device they sent stop working the same day after I activated it. The device doesn't power up completely. I spoke with Metro PCs customer service and sent the device back via ***. I have email confirmation that they received the device at the warehouse but have not entered the serial number to process my return. It has been almost 39 days and I have not used my home internet. I am still without home internet service. I have not got a refund or replacement device.
Business Response
Date: 06/06/2025

June 6, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re:      Your File No. 23395248

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ***************** (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 29, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns our customer has regarding their account;, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a refund for the customers online home internet gateway equipment return order that has yet to be received.

The customer confirmed they are working directly with our online order support team regarding their refund of $65.83. The customer was also advised that our online order support team will provide updates on the status of the refund via email.

T-Mobile contacted the customer on June 2, 2025, and addressed their concerns and recommended they keep working with the digital order support team regarding their refund or they can work directly with their financial institution. Additionally, we provided them our contact information should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

METRO BY T-MOBILE

***** *******
Executive Response
Customer Answer
Date: 06/06/2025

Complaint: 23395248

I am rejecting this response because: I wasn't helped whatsoever with the lady that is responding. She is ignoring the facts that I paid for service and I don't have the Internet box from Metro PCs in order to use the service. So my money just gets wasted? I went to the Metro PCs so again yesterday and I will have to pay money again for another box and possibly at full retail price. What happened to my money? I paid for services and the device they s not was defective so I sent it back. So what happens to the service I paid for? Because I don't have the device from ********************** PCs to use it.

Sincerely,

****** *****
Business Response
Date: 06/12/2025

June 12, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re:      ****** *****
Your File No. ********
                        Metro by T-Mobile Account No. ***********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 11, 2025, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****** ***** may have experienced with their account and we appreciate the opportunity to respond. On May 5, 2025, ****** ***** contacted our ************* to request a new line activation for home internet and equipment. An order was placed for a 5G Gateway Certified Pre-Owned, (CPO), device and the home internet line was activated. The order details indicate ****** ***** was required to pay $9.99 for the 5G Gateway CPO device plus applicable taxes of $0.84 for a total of $10.83.

In addition, the home internet line was subscribed to our $55.00 **************************** rate plan, which provides unlimited high-speed data. As Metro by T-Mobile is a prepaid service,****** ***** was required to remit payment for the service plan in the amount of $55.00. On May 5, 2025, ****** ***** remitted a total payment of $65.83.

However, ****** ***** explained that the home internet equipment stopped working on the same day, and they returned the equipment back to Metro by T-Mobiles ************* with the help of our sales support team. We confirmed there was no usage on the home internet line and ****** ***** states our sales team offered the refund of $65.83 for the equipment including service once the 5G Gateway CPO equipment is returned to the warehouse.

Upon speaking with ****** ***** on June 2, 2025, they requested a refund immediately. However, we are unable to expedite the process with our sales support team. On the same day, we canceled the home internet line to stop further service charges.

On June 12, 2025,****** ***** activated a new home internet line with a Sagecom Gateway equipment and was subscribed to our $45.00 Home Internet Unlimited Promo rate plan,which provides unlimited high-speed data.

****** ***** is also taking advantage of our $750.00 Metro Home internet Contract Freedom plus a $225.00 Instant Rebate offer towards the Gateway equipment. The Contract Freedom promotion is available at the Metro by T-Mobile retail stores, which provides customers who activate a new ********************** Home Internet line of service and purchase a Gateway equipment with a reimbursement after making the 3rd month service payment. After our customers make the third month service plan payment, customers will receive a text message with a link to the promotional website.

Upon speaking with ****** ***** on June 12, 2025, they advised they received an email from the sales support team advising that the equipment has not yet been scanned into the warehouse. However, ****** ***** stated they were advised once it is scanned in, they will process the refund. ****** ***** will continue to work with our sales support team, and we regret any delay. As of June 12, 2025, the account remains active with a zero balance. T-Mobile regrets any inconvenience to ****** *****.

Based on the foregoing, we respectfully request that this complaint against T-Mobile 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

Customer Answer
Date: 06/13/2025

Complaint: 23395248

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a no-contract, month-to-month phone plan with Metro by T-Mobile in March 2025 using my own fully paid and unlocked iPhone 16 Pro Max. At the time of activation, I also purchased the device insurance plan offered through Metro.About a month later, my phone was stolen. After filing a claim and paying a $200 deductible, I received a replacement device from the insurance company. I was clearly told the replacement would be unlocked, just like my original phone.However, the replacement arrived locked to Metro by T-Mobile, making it impossible for me to use it with my Mexican SIM card, which I rely on. I contacted Metro multiple times to request the unlock, explaining that the phone:Was a replacement for a fully paid and unlocked device.Was not financed.Was not under any contract.Has no outstanding balance or obligations.Despite meeting the criteria for device unlock, ********************** has consistently refused my request without providing a formal explanation in writing, which I believe is unreasonable and lacks transparency.Desired Resolution:I respectfully request that Metro by T-Mobile unlock the replacement device, as I meet all eligibility requirements and was assured it would be unlocked. I also ask that Metro issue a formal response explaining the refusal, if they continue to deny the request.Sincerely,***** GonzalezPhone associated with the account: ************
Business Response
Date: 06/02/2025
June 2, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: Your File No. 23395062

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 29, 2025, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets our customers concerns with our Mobile Device Unlock (MDU) policy,
and we appreciate the opportunity to respond. MDUs are available for devices that meet the
following eligibility criteria, which are available at ***********************************************************************************************; and include:

The device must be purchased from Metro by T-Mobile.
The device must not be reported as lost, stolen, or blocked.
365 days must have passed since the devices activation date.

Please be advised that for warranty exchange handsets, the beginning of the 365-day period is
based on the original handsets activation date, not the activation date of the warranty exchange
handset. The above requirements apply to handsets purchased after May 1, 2024.

Please note that unlocked handsets can only use networks of the same type. For example, an
unlocked GSM-only handset will only work with another carriers compatible GSM network. It
will not work with another carriers CDMA network. As such, Metro by T-Mobile is unable to
guarantee an unlocked handset will be fully compatible with all competing carriers services and
features.

Upon review, we confirmed the Metro account referenced above was activated on September 7, 2024. The number ending in 4401 was activated on March 8, 2025. We confirm that a Bring Your Own Device (BYOD) Apple iPhone 16 Pro Max was activated with the ******************** Equipment Identifier (IMEI) ending in 1123. This device had an insurance claim filed and was replaced and later activated on April 6, 2025.

However, upon further review, our office confirmed that Apple iPhone 16 Pro Max is already unlocked. If further assistance is needed, we recommend completing the below steps:
The device must be on WIFI, and from the Home screen, click on Settings, then navigate to Connections and select More Connection Settings. Next, choose Network Unlock. More information can be found at ***********************************************************************************************;

Therefore, should our customer have any further questions or concerns, we request that they contact our office directly at the information provided below. We regret any inconvenience to our customer and appreciate the opportunity to resolve this matter. Additional information for unlocking Apple iPhone devices can be located at **********************************************;
T-Mobile regrets any inconvenience to our customer.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. 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

***** Anglin
Executive Response
Customer Answer
Date: 06/02/2025

Complaint: 23395062

I am rejecting this response because:

Dear BBB Resolutions Specialist,

Thank you for forwarding the businesss response. However, I must respectfully state that the issue has not been resolved.

Although Metro by T-Mobile claims that the replacement iPhone 16 Pro Max I received is already unlocked, this is not accurate. I have followed all the instructions they provided, including connecting to WiFi, checking the unlock status through Settings, and reviewing Apples official guidance. Despite these steps, my phone still remains locked to the Metro by T-Mobile network.

Furthermore, I contacted T-Mobile customer service again after receiving the letter, and they acknowledged the issue by opening a case file for further review. The case number is INC1904608, and I was told someone would follow up within 7 days. If I dont receive a call, I was instructed to call them back myself, which shows the matter is still pending and unresolved.

I have also taken a photo of the lock screen that clearly shows the phone is still carrier-locked, along with the visible IMEI number that matches the device in question. I am willing to submit this image as evidence upon request.

At this time, I cannot consider this case resolved, and I request that it remain open until the phone is truly unlocked, or Metro by T-Mobile provides a formal explanation in writing as to why they are refusing to unlock the replacement phone.

Thank you for your time and support in helping resolve this matter.

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

Business Response
Date: 06/10/2025
June 10, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

            Re:      ***** ********
                        Your File No. 23395062
                        Metro by T-Mobile Account No. *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated June 9, 2025,regarding the above-referenced account.

T-Mobile regrets ***** ******** concerns with our Mobile Device Unlock (MDU) policy,
and we appreciate the opportunity to respond. MDUs are available for devices that meet the
following eligibility criteria, which are available at *****************************************************************************************, and include:

The device must be purchased from Metro by T-Mobile.
The device must not be ***orted as lost, stolen, or blocked.
365 days must have passed since the devices activation date.

Please be advised that for warranty exchange handsets, the beginning of the 365-day period is
based on the original handsets activation date, not the activation date of the warranty exchange
handset.The above requirements apply to handsets purchased after May 1, 2024.

Please note that unlocked handsets can only use networks of the same type. For example, an
unlocked GSM-only handset will only work with another carriers compatible GSM **********
will not work with another carriers CDMA network. As such, Metro by T-Mobile is unable to
guarantee an unlocked handset will be fully compatible with all competing carriers services and
features.

Upon review, we confirmed ***** ******** activated their above referenced account on September 7, 2024. The number ending in 4401 was activated on March 8, 2025. We confirm that ***** ******** activated a unlocked Bring Your Own Device (BYOD)Apple iPhone 16 Pro Max was activated with the ******************** Equipment Identifier (IMEI) ending in 1123. During activation ***** ******** added our $9.00 ********************** feature. ************** is only offered at the retail location on eligible BYOD activated within the first 30 days of services. Upon validation at the store, the store *** may offer insurance to customers with select devices that have no damage.

After further review, on March 31, 2025, ***** ******** filed an insurance claim, and they received a device ***lacement on April 6, 2025, and it was activated that same day.

Our office has confirmed that the Apple iPhone 16 is unlocked, and we recommend that the below steps are completed to ensure that the last step is done.

The device must be on WIFI, and from the Home screen, click on Settings, then navigate to Connections and select More Connection Settings. Next, choose Network Unlock. More information can be found at ***********************************************************************************************;

On June 10, 2025, our office reached out to ***** ******** and emailed the unlock instructions directly. We advised that if they encounter any issues with the unlock steps, they should first ensure that their software is up to date and that there is sufficient space on the device to complete the process. Additionally,if any issues arise, they are welcome to contact ************* for further assistance. T-Mobile sincerely regrets any inconvenience to ***** ********.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.

METRO BY T-MOBILE

***** ******
Executive Response
Customer Answer
Date: 06/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I am writing to express my gratitude for the attention given to the case I submitted regarding the unlocking of an iPhone provided by Metro by T-Mobile as an insurance replacement.

I am pleased to inform you that the device has now been successfully unlocked and is working properly with other carriers, as it should have from the beginning. I truly appreciate the BBBs involvement, as it was key in achieving a prompt and effective resolution to this issue.

I would also like to acknowledge Metro by T-Mobiles willingness to address the matter and resolve it in a satisfactory way. I thank them for following through.

Once again, thank you for your support and for advocating on behalf of consumers.

Sincerely,

***** ********
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the April 27th I received a text from Metro by t-mobile with 6 digit code to unlock my account. I never requested the pin. I called them and changed my eight digit pin a precaution so no one of my five lines will be able to make a change to my account. I told the agent I'm going to make some changes to my lines, but I will call later. On May 24th I received a text that I owe $78 which less than my usual bill of $130. I called and asked what's going on? Agent **** told me one of you lines made a change and created their on account and you are left with 4 lines. I said no body knows my eight digit pin to make such change, he told me AGENT #******** gave your pin to the caller, which should have never happened per **** who works there for 5 years. I asked to speak to a supervisor #****** who did want to acknowledge that a breach has happened and if someone can not provide the eight digit pin, you can not give it. It's against Metro by t-mobile policy which I have been with for the last 12 years.
Business Response
Date: 06/09/2025
June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: Your File No. 23391812

To Whom It May Concern:

Metro by T-Mobile is a brand operated under ***************** (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 29, 2025, regarding the account referenced in the above-mentioned file number.

Metro by T-Mobile regrets our customers concern with their account and we appreciate the opportunity to respond. It appears our customers concerns are regarding the account PIN change and a number being moved off the account.

Our customer activated their account on November 29, 2012. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their T-Mobile handset. Some customers may also have a security question that they set up and we can ask for the security question answer. Regrettably,our customer states their end user on a different number on their account was able to change the account PIN by receiving the one-time PIN to gain access to the account. Please note both a Metro end user and the billing responsible Party can change the account PIN, but they each have specific permissions. The primary way for the Metro end users (self-service customers) to change the account PIN is through using the ********************** App or Metro by T-Mobile website on their mobile device while connected to T-Mobile's network (with Wi-Fi turned off). The account must be verified, meaning the user needs to be the Primary Account Holder (PAH) or authorized user with the relevant permissions to receive the one-time PIN.

After a thorough review, T-Mobile confirmed that our customers account PIN was changed on April 27, 2025. It should be noted that as the account held five lines and since each line can call into ************* and answer any account security questions and validate the address on the account as well as receiving the one-time PIN to their number.

Also on April 27, 2025, our customer contacted ************* stating that they would be canceling the line ending in 5838 at a later time. Later that same day the number ending in 5838 was moved off the account to their own account, leaving only four lines.

On May 27, 2025, the account balance due was $78.00 was the number ending in 5838 moved off the account during the middle of the service cycle rerating the service charges.

Our office contacted our customer on June 4, 2025, and explained the aforementioned. Furthermore,it was advised that their new balance moving forward for all four lines would be $104.00 per month rather than the previous amount of $130.00. Furthermore, it should be noted that any if the lines wish to call ************* and reset the account password they can if they are able to validate the account name, address and security questions. Should our customer have any other questions they can contact ************* directly to update their account password or PIN. We regret any frustration this may have caused our customer.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact ************* directly at **************** or 611 from your handsets during the hours of 6am 2am CST.

Very truly yours,

METRO BY T-MOBILE

***** ******
Executive Response
Customer Answer
Date: 06/10/2025

Complaint: 23391812

I am rejecting this response because:

Sincerely,

***** *****
Initial Complaint
Date:05/28/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a line phone with Metro PCS provider, phone carrier. An inccident happen were we had to travel, when traveling someone either stole our apple phone from the suitcase or when they sent the suitcase the phone was not there no more. Phone from Metro PCS had a Sim Card, they stole information, personal info, names, addresses and evidence from that SIM Card. We try reaching Metro PCS multiple times all we get as an answer to keep calling, or to go to the store, but when we arrive at the store they mention to call customer service on the phone not in store. line when phone was stolen ************
Business Response
Date: 06/09/2025

June 9, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Your File No. 23388494

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated May 28, 2025, regarding the account referenced in the above-mentioned file number. Please be advised we have made attempts to contact our customer, which have proven unsuccessful.

T-Mobile regrets any concerns our customer may have experienced, and we appreciate the opportunity to respond. Our customer activated their account in March 2024, and our records confirm the line of service was using an Android device. Regrettably, in November of 2024, the account was cancelled at our customers request. We are unable to substantiate that our customer contacted ************* regarding their device concerns.

T-Mobile would like the opportunity to speak with our customer and work towards a resolution to their concerns. T-Mobile requests the customer contact our office at our contact information provided to them in our contact attempts should they have any additional questions regarding this matter.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.

Very truly yours,

METRO BY T-MOBILE

***** *****
Executive Response

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