ComplaintsforMetro by T-Mobile

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 29, 2024, ******** withdrew $120 from my checking account for my billing cycle, which began on March 30, 2024. However, on March 30, 2024, my phone service was unexpectedly disconnected. After contacting customer service multiple times between March 30 and April 01, 2024, I received conflicting information regarding the issue.Despite speaking with a supervisor on March 31, 2024, and requesting a refund due to the lack of service, I was informed that I needed to deactivate my account in order to proceed. Consequently, on April 1, 2024, I visited a ******** store and switched from prepaid to post-pay, as the prepaid service was unable to restore my service.Following this change, I contacted the prepaid department to request a refund for the billing cycle that I had paid for but did not receive service for. I was assured that a refund would be processed.On April 5, 2024, I called ******** to check on the status of my refund and was informed by a supervisor that it was being processed and could take up to 7 days. However, when I followed up on April 9, 2024, I was told that a refund couldn't be issued because I had deactivated my prepaid account.Throughout this ordeal, I was never informed of ********'s refund policy, and despite assurances from multiple representatives that my refund would be processed, I have yet to receive it. Despite being promised callbacks, I have not heard back from anyone regarding this issue.I paid for a service that was not provided, and I would like this matter to be resolved promptly. My account number is ********* and phone number for this account is ************. My passcode is ******. I would like for Tmobile quality team to listen to the calls I made on 3/31/24, 4/1/24, 4/5,24 and 4/9/24. If my account isnt refunded I plan to seek civil action because if I didnt pay them, they would sent my bill to collections.

  Business response

  04/24/2024

  April 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****, ID *****
  
              Re:      ***********************
                          ******** Account Holder: ***************************
                          Your File No. 21560825
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated April 11, 2024,regarding the above-referenced account.  ******** has identified that *********************** and *************************** are one and the same. 
  
  ******** regrets any concerns *********************** may have experienced with their ******** service and we appreciate the opportunity to respond.  ******** records confirm that ***** Statens was utilizing our prepaid service since July 31, 2019, and maintained three lines of service ending in 9163, 9169, and 0454.  On March 19, 2024, *********************** changed the rate plan to ********s Prepaid Unlimited Plus rate plan at the monthly rate of $120.00 and applicable taxes and fees that would start on March 30, 2024.  The account was also enrolled AutoPay with eligible rate plan and payment method.  Please note that ***** *************** balance would be due by or before the 30th of the month to renew service.
  
  Our records confirm that on March 30, 2024, payment of $131.40 was remitted via AutoPay.  On the same day *********************** contacted our ************* and advised that one of the lines was not working.  ************* attempted to troubleshoot *********************** concerns which resulted in service ticket being filed in efforts to restore service for the line ending in 9163. On March 31, 2024, *********************** contacted our ************* at which time it was advised that the service ticket was still being worked on.  On April 1, 2024, *********************** contacted our customer care as all the lines were not working.
  
  On April 1, 2024, our records show that the lines ending in 0454, 9169 and 9163 were migrated to our Postpaid system subscribed to ******** Essentials for $100.00 for the first two lines and $20.00 for each additional thereafter plus taxes and fees. Please note with the lines migrated to the postpaid account referenced above this cancelled *********************** prepaid account on April 1, 2024.
  
  *********************** contacted our ************* on April 1, 2024, and April 9, 2024, to request a refund of the $120.00 payment that was remitted on March 30, 2024.  Our records indicate that on each contact ************* advised *********************** that a refund could not be processed per policy.  Please be advised pursuant to the Terms and Conditions that were agreed upon at the time of activation, Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances,lost or stolen prepaid cards or coupons. Regrettably, ******** was not able to substantiate that a refund would be processed.  
  
  Our office contacted *********************** on April 12, 2024, and advised of the information above.  To amicably resolve this matter our office applied an account credit of $120.00 to *********************** Postpaid account referenced above.  With this adjustment this updated the balance on the account to $14.96 due by April 22, 2024. ******** regrets any inconvenience *********************** experienced.
  
  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

  04/24/2024

   
  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

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for my phone to be switched and hasnt yet its been 3-4 says

  Business response

  04/11/2024

  
  April 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***************************
              Your File No. 21540620
              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 10, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** may have experienced with their handset and we appreciate the opportunity to respond.  On April 4, 2024, *************************** activated their account and activated their Bring Your Own Device, (BYOD) handset.  The account was subscribed to our $35.00 for the 1st Month and $30.00 with *************** plan. 
  
  At the time of activation, *************************** submitted a port in request for the mobile number ending in 6130 and paid $35.00 for their service plan.  On April 6, 2024, we were able to successfully port in the number ending in 6130 and we applied a credit of $35.00 for the mobile number change fee. We regret any delay with ***************************** port in request. 
  
  However, on April 7, 2024, *************************** advised us that the number they wanted to transfer to their account ended in 6530 and not the 6130.  It is notated that *************************** did not have the account number or Port Out Transfer PIN to request the port in of the mobile number ending in 6530.  Regrettably,we would not be able to fulfil ***************************** request without the account number and Port Out Transfer PIN. 
  
  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.  Therefore *************************** would not be eligible for a refund of $35.00 for service. 
  
  To resolve this matter, we recommend *************************** retrieve the account number and Port Out Transfer PIN to submit another port in request for the correct mobile number ending in 6530.  As of April 11, 2024,the account remains active with a zero balance. ******** regrets any inconvenience to *************************** regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

  Customer response

  04/18/2024

  Nothing was resolved

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

  Customer response

  04/19/2024

  I contacted them when I got my device on that. My number wasnt working for multiple days and they didnt respond. They help me but ask him to refund my money and they still didnt so now I have an account I got you just sitting for no reason, so dont use it I asked for it back The same day 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Metro pcs has taken a payment twice and refuses to refund us

  Business response

  04/16/2024

  
  April 16, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:     ***********************************
  Your File No. 21549070
                          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 January April 9, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************************** may have experienced regarding their payments, and we appreciate the opportunity to respond.  Our records indicate that on February 26, 2024, *********************************** made a payment in the amount of $85.00.  On March 26, 2024, a payment in the amount of $100.00 was made. On April 1, 2024, ************************** financial institution returned the $85.00 payment made on February 26, 2024, unpaid.  A new payment in the amount of $85.00 was made on April 1, 2024. 
  
  ******** regrets any concerns *********************************** may have experienced with their payments and we appreciate the opportunity to respond.  Please be advised that the ************************ (***) has a process in place for consumers who are disputing bank transactions. The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams. 
  
  Please be advised, although our ************* team submitted a refund request; a refund request must meet all eligibility requirements prior to approval.  If the refund request does not meet the requirements, the refund request may be denied. As the above refund request did not meet ********s refund requirements,************************** refund was declined. 
  
  Our office recommends that *********************************** contact their financial institution with questions or concerns regarding their payments.  We regret any inconvenience to ***********************************.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  
  
  Very truly yours,
  METRO BY T-MOBILE

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

  Customer response

  04/23/2024

  Here is the transactions listed on metro pcs for my account..there is no returned payment..debit cards never get charged back 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called customer service. They will not reset my pin. My 4 digit pin for my account through their company. They keep sending bills. I have not done business with them in over a month because they have customer service that is seriously lacking. They are very unprofessional, they're not helpful. They told me I did not make payments when I did they We're not helpful with arrangements. Nothing. They have poor customer service. And I just would like this waved the payment Due of ****** Which I do not owe, because I haven't had services with them in over a month and they will not waive that

  Business response

  04/19/2024

  April 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:***************************
                          ******** Account Holder: ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated April 9, 2024, regarding the above-referenced account.  ******** has confirmed that *********************** and *************************** are one and the same person.
  
  ******** regrets any concerns *************************** may have with the account and we appreciate the opportunity to respond.  ******** records reflect the account was activated on December 9, 2023, and had one voice line of service ending in 2322 subscribed to our Go5G plus rate plan for $95.00 with taxes and fees included.  
  
  On December 9, 2023, *************************** qualified for and took advantage of ********s Equipment Installment Plan (***) with the purchase of a ******* Galaxy A14 handset. There was no down payment required at signing. *************************** then agreed to a series of ************************** the amount of $9.50.  The purchase qualified for our 2023 Smartphone Activate P1 promotion in which customers could get up to $300.00 credit via Recurring Device Credits (RDC) when they purchase a smartphone on an *** and activate a new line of service on a qualifying rate plan. *************************** thus qualified their *** for 24 monthly credits of $9.50, provided the account remains eligible.
  
  It is important to note, if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.
  
  Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider.  Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.
  
  On February 8, 2024, *************************** ported their line of service ending in 2322 to another service provider thus canceling their ******** account.  
  
  ******************************* account was billed by a system known as bill current.  This means charges for ******************************* rate plan were billed in advance of the service being provided and became due within that billing cycle.  ******************************* billing cycle ran from the 9th of one month through the 8th of the next month.  Notice of the monthly recurring charges and feature charges are available on or around the 9th of the month, and those charges are then due on or around the 1st.  
  
  The billing statement dated March 8, 2024, reflected a total of $199.50.  This balance consisted of the accelerated *** charges with a due date of April 1, 2024.
  
  The billing statement dated April 8, 2024, reflects a balance of $206.92.  This balance consisted of the past due balance of $199.50 which was due immediately and a late fee of $7.42.  
  
  Please note ******** takes account security seriously.  ********s 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 ******** handset.  If a customer's account is canceled or their handset is lost or stolen and therefore, they are unable to receive the one-time PIN, they must visit a ******** retail location with a government issued identification to reset the account password before access can be granted.
  
  On April 9, 2024, *************************** contacted ************* concerning their balance and they were unable to verify their PIN/passcode.  ************* referred them to a ******** retail location.  Please note, ******** was unable to locate records concerning a conversation about payments made to the account at this time. 
  
  As the account was cancelled with a balance owed, it was placed in our pre-collection process.  While an account is in pre-collection, ******** partners with a third-party collection agency to collect past-due balances on recently canceled accounts to help customers resume service when possible and/or to avoid further collections activity.  Please note that while acting in a pre-collection capacity, the third-party collection agency does not report the account negatively to any credit bureaus.   
  
  On April 11, 2024, our office contacted *************************** and apprised of the above information.  *************************** relayed to ******** they would not be able to pay the account balance and no longer had the ******* Galaxy A14 handset in their possession.  ******** was able to confirm there were no missing payments on the account.  In an effort to amicably resolve their concerns ******** applied a one-time courtesy credit of $206.92 to the account updating the account balance to zero.  ******** 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

  04/19/2024

   
  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered internet service they sent me 3 routers making impossible for me to return said I will be charged for them tried too call there corporate office but they won't answer the phone all I get is a voicemail

  Business response

  04/19/2024

  April 19, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************ 200
  *****, ID *****
  
              Re:      ***************************
                          ******** Account Holder:*************************
                          Your File No. ********
                          ******** Account No. ********* 
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated April 9, 2024,regarding the above-referenced account. ******** records indicate *************************** and ************************* are one and the same.
  
  ******** regrets any concerns *************************** may have experienced regarding their ******** Home Internet service and the return of their equipment, and we appreciate the opportunity to respond. ******** records confirm on March 22, 2024, *************************** activated a ******** Home Internet line of service with the line ending in 9530, which was subscribed to our ******** Home Internet rate plan for $65.00 per month with taxes included. 
  
  In addition, *************************** elected to enroll in AutoPay.This 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 debit card or checking account supplied by the customer. As *************************** enrolled in AutoPay,they were eligible to receive a $5.00 monthly discount per line of service.
  
  At the time of activation of the ******** High-Speed Internet line of service, ******** provided *************************** a ******** Home Internet Gateway device with the ******************** Equipment Identifier (****) ending in 6430, for use with the service at no cost to them.  The ******** Home Internet Gateway device is a ********-owned device, and as such, upon cancellation of the ******** High-Speed Internet line of service, the Gateway device must be returned to ********, or a non-return fee of up to $400.00 may be assessed to the account.  
  
  Beginning May 10,2022, for a limited time, new and existing customers activating a Home Internet, Small Business Internet, or ************************* on a qualifying plan are eligible to Test Drive ******** services for 15-days worry free.  Please note, customers are required to contact ************* to cancel their internet services within 15-days of activation.  Pursuant to the Terms and Conditions of the offer, customer's will be billed for the services and then would receive a credit on their next available billing statement.
  
  On March 28, 2024, *************************** contacted our ************* to report connectivity issues with their Home Internet, at which time an order for a replacement Gateway bearing **** ending in 5506 was placed. Later that day, *************************** contacted ************* again and the ******** Home Internet line ending in 9530 was cancelled. A prepaid return kit was provided to *************************** via email at that time, to return the ******** Home Internet Gateway bearing **** ending in 6430. 
  
  Additionally, on March 30, 2024, *************************** activated a ******** Home Internet line of service ending in 2995, which was subscribed to our ******** 5G Home Internet rate plan for $65.00 per month.  A ******** Home Internet Gateway with the **** ending in 9314 was provided at no cost. 
  
  On April 9, 2024, our office spoke with *************************** and offered assistance to get one of the Gateways connected however, *************************** advised they only wanted to cancel the remaining Home Internet line and return three Gateways they have. The Home Internet line ending in 2955 was cancelled that day.  *************************** confirmed they have a return shipping label for one Gateway with **** ending in 5506. ******** sent two additional return labels to *************************** via email, to return the Gateways with ****s ending in 6430 and 9314. ******** 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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tmobile kept adding charges to my account which now they cancel my account causing me to lose lots of money due them canceling my account all I need is my phone numbers back I have these phone numbers for years now I wanted to pay some of the bills I know they told me I have 90 days to get my phone numbers back all is my phone numbers back the phone for the account is ************

  Business response

  04/10/2024

   
  April 10, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 21548326
  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 8, 2024, regarding the above-referenced account.  
  
  ******** regrets any inconvenience ********************* may have experienced with their account and we appreciate the opportunity to respond.  ********************* activated their Metro by T-***** account on September 30, 2023, and previously had two voice lines ending in 2528 and 8605.  Devin ****** voice line ending in 2528 was previously subscribed to the *** Unlimited LTE W/15GB HS rate plan at the cost of $48.00 per month and their voice line ending in 8605 was subscribed to the Metro *** $24 Unlimited LTE rate plan at the cost of $24.00 per month.  ******************** cycle ran from the 19th of one month to the 18th of the following month, with payments due on the 18th. 
  
  Please be advised that Metro by T-Mobile is a prepaid service and as such payment is due prior to start of the service period.  As a payment was not received in advance as required for prepaid service, on December 19, 2023, Devin ****** account was suspended.  If an account is unpaid or otherwise not in good standing, the service may be reduced, suspended, or terminated.  If their service is terminated and they promptly pay past due amounts, we may reconnect their service after they have paid any reconnection fees.  
  
  On December 21, 2023, ********************* requested an extension or UNHotline (***).  A *** is an extension that can allow services to be temporarily extended 72 hours beyond the due date to allow the customer additional time to remit payment.  Please note a *** can only be utilized one time in a month per account and only allows calls and text messages.  At that time, a *** was provided to Devin ****** account reinstating their services until December 24, 2023.  However, as no payment was remitted, Devin ****** account was suspended again for non-payment.  As no further payments were remitted on Devin ****** account, regrettably, their Metro by T-Mobile account was cancelled on January 19, 2024.  
  
  Regarding Devin ****** request to retrieve their previous number ending in 1231, we were unable to locate the above-mentioned number on their account ending in 2794.  Please note, if a line of service has been canceled for more than 60 days, it cannot be restored, and customers must activate a new account, a new SIM card, and a new number.  ******** can attempt to recover the number; however, we are unable to guarantee the number will be available as the number will become available in our number pool and could be assigned to a different customer.
  
  As we are unable locate a current or formerly active Metro by T-Mobile account for ********************* with the number ending in 1231, we are unable to provide further details at this time regarding that line.  
  
  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.  ******** 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

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im completely dissatisfied with the service I was provided on 04/03/2024 at at the Metro Store (**********************************). Last week my Iphone 11 stopped working. So, I went to the metro PCS store near my house after work to purchase a new phone with my same telephone #. I paid a total of $733.18. Once the transaction was complete, they tried to merge my telephone number to the new phone but unfortunately their attempt was unsuccessful. They called customer service for assistance, and the customer service department said my phone will be active in 2 hours. As I proceeded to walk out, I noticed the Merto Associate did not provide me a receipt. I asked the Associate for my receipt, and they gave me a Re-Printed copy.By the time a get home, eat dinner, shower and get settled in for bed. I realize its been past 2 house and my cell phone still ISNT working. So, I did the basic trouble shooting, but still No luck! On morning of 04/04/2024 as I prepare to work, I checked my phone to see if I had phone service, Which I Didnt. After work I returned to the Metro store where I purchased the phone, and the same manager was there. I explained to the manager that my phone still did not have service. I gave the manager my phone and she calls 611 (customer service) they tried different ways of attempting to resolve the issue. The attempt to link my Telephone # was still unsuccessful. 04/05/2024 I spent the whole day on the phone with 611 trying to find a solution, the customer service agents were not able to help me.04/06/2024 I went back to the metro store and I spoke the manager that sold me the phone. I told her I wanted to return *********** *** was going to switch providers, she said I cold not return any of the items because I did an upgrade ( but the receipt says New activation) she did exchange the phone for another a new one but the phone line still does not work.I reviewed the receipt for the return policy and I am still within the time frame . I need upper management to assist, because the reps inside the store are not following the policy. Refund request 04/01/2024 I paid $50.00 for my phone service. 04/03/2024 I paid $733.18 for my ******************** *TOTAL $783.18 Please reach via email as i mentioned my cell phone IS NOT GETTING CALLS OR MESSAGES!Thank you ***********************

  Business response

  04/15/2024

  
  April 15, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****,ID *****
  
  Re:      ***********************
  Your File No. 21546091
                          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 8, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their new device purchase, and we appreciate the opportunity to respond.  A review of ************************* shows it was activated on April 3, 2024, with one line of service ending in 0889.  This line is subscribed to our $55.00 Unlimited with AutoPay rate plan, which provides unlimited talk, text, and high-speed data for $55.00 per month, and is eligible for a $5.00 discount each month for customers enrolled in AutoPay.
  
  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 3, 2024, *********************** activated an Apple iPhone 12 handset with the ******************** Equipment Identifier (****) ending in 6373.  Between April 3,2024, and April 6, 2024, *********************** contacted our ************* several times reporting issues with using the device.  On April 6, 2024, a new Apple iPhone 12 handset with the **** ending in 5209 was activated; however, *********************** continued to report issues with using their services. 
  
  Please be advised, our 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 calls and transactions completed in store.  Should *********************** continue to experience issues using the service and wish to return their handset within the Return Policy, they will need to return to the Metro by T-Mobile authorized dealer where they originally purchased the device for further assistance. 
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CDT.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

  Customer response

  04/16/2024

  Good afternoon,

  As I mentioned my telephone number **** was not a new activation. I've had that telephone number with Metro PCS for over 10 years. The sales associate rang up the transaction as a new activation using telephone number ************ as a ported telephone number. My original phone plan was $50.00 monthly (which was changed as well).

  Also, I tried to return the merchandise 04/06/2024 and the manager would not process the return. She said, " they cannot return items for upgrade phone plans" if you review the receipt it was rang up as a "new activation".  

  With that being said, Metro PCS store policy only applies when its beneficial to the store or sales associate. 

  The manager did exchange the original Iphone12, because we thought it was the device but it's not the device it's the actual phone line. After we figured out it wasn't the device, The manager gave me a New Iphone11 with a working line and internet, she also spent hours with me, on multiple days, trying to troubleshoot with Metro support team & IT department trying to figure out a solution. As of today, my original telephone number **** does not work (IMEI 5209)! I'm going to wait till the end of the month to see if the device will disconnect on its own, hoping I can recover my original telephone # ****.  Not the outcome I wanted, but it's a temporary solution for the moment, if that doesn't work, I guess I'll have to change my telephone, which is a huge inconvenience because I have my pay to get my business card redone, and I will need to change all my security codes with my financial institution, email, payroll, association. 

   

   

   

   

   

   

   

  Customer response

  04/16/2024

   
  Complaint: 21546091
  
  I am rejecting this response because:

  As I mentioned my telephone number **** was not a new activation. I've had that telephone number with Metro PCS for over 10 years.The sales associate rang up the transaction as a new activation using telephone number ************ as a ported telephone number. My original phone plan was $50.00 monthly (which was changed to as well).
  Also, I tried to return the merchandise and the manager would not process the return. She said, " they cannot return items for upgrade phone plans" if you review the receipt it was rang up as a "new activation".  
  With that being said, Metro PCS store policy only applies when its beneficial to the store or sales associate.  As of today, my original telephone number **** does not work! (IMEI 5209)
  The manager did exchange the original Iphone12, because we thought it was the device but it's not the device it's the actual phone line.After we figured out it wasn't the device, The manager gave me a New Iphone11 with a working line and internet, she also spent hours with me, on multiple days, trying to troubleshoot with Metro support team & IT department trying to figure out a solution. As of today, my original telephone number **** does not work (IMEI 5209)! I'm going to wait till the end of the month to see if the device will disconnect on its own, hoping I can recover my original telephone # ****.  Not the outcome I wanted, but it's a temporary solution for the moment, if that doesn't work, I guess I'll have to change my telephone, which is a huge inconvenience because I have my pay to get my business card redone,and I will need to change all my security codes with my financial institution,email, payroll, association. 
  
  Sincerely,
  
  ***********************

  Business response

  04/24/2024

  
  April 24, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****,ID *****
  
  Re:      ***********************
  Your File No. 21546091
                          Metro by T-Mobile Account Nos. ********* & 147478013
  
  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 23, 2024, regarding the above-referenced account.  
  
  ******** regrets any continued concerns *********************** has with their new device purchase, and we appreciate the opportunity to respond.  Please be advised, on April 10, 2024, a new account ending in 8013 was opened in an effort to resolve the service issues with *********************** line ending in 0889. The line ending in 0889 was transferred to the new account on the same date, but still did not receive service following activation.  On April 12, 2024, our office contacted *********************** to further review their concern, but they were unable to speak at this time.
  
  On April 16, 2024, our office again contacted *********************** and completed troubleshooting to restore service to the line ending in 0889.  Regrettably, we were unable to successfully restore service to the Apple iPhone 12 handset with IMEI ending in 5209, and a ticket was opened with our Engineering team for further review of the issue.  On April 17, 2024, our Engineering team replied that the issue had been corrected, and we confirmed that *********************** was receiving full service on the line ending in 0889 using the Apple iPhone 12 handset.
  
  As a further courtesy for the concerns *********************** experienced,on April 17, 2024, our office applied a credit in the amount of $95.43 to the account, which combined with the existing account credit of $14.57 due to proration from a rate plan change on the same date, resulted in a total credit of $110.00.  As a result, on the single line $55.00 Unlimited with AutoPay rate plan *********************** is currently subscribed to, *********************** balance due for May 9, 2024, and June 9, 2024,will be fully covered by the credit balance, and they will not need to remit payment until the July 9, 2024, due date. 
  
  Upon contacting *********************** on April 24, 2024, they confirmed that their line ending in 0889 is currently operational and no additional action is required to restore service at this time.  As such, it is ********s position that this matter has been resolved.  ******** regrets any inconvenience to ***********************.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CDT.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

  Customer response

  04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me.

  Thank you, ****, for resolving this issue for me. 

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January, 24, 24 at 2:08pm I purchased a wifi box from Cell Touch 50 located at ************************************** I paid $170.35 this price included the box and the service I was told that everything was set and the device was ready to be used once I arrived hm I realized that the device was not working I try calling the store didn't get a answer so I called the Metro customer service department to see if they was able to assist me they tried but were unable to assist and they recommended that I go back to the store when I went back to the store the following Wednesday January 31st the store was closed.On the 21st of February I noticed Metro charge my card $***** for the service on the device I was unable to use I called and spoke with a representative and told them how I was calling and trying to return the box back to the Metro store and was unable they refunded the funds back to my account I continued calling and trying to return the device every Wednesday when I was off I went to the store no one was there. On the 6th of April there was a sign in the window stating the store was temporarily closed and a number looking for workers ********** (****) I explained to him what happened and how I was trying to return the device **** then told me that I should tell Metro I lost the device so they can stop charging my card I told him me telling Metro I lost the device would mean I would be forfeiting my refund and that's not what I wanted to do. Once again on the 21st of April Metro charge my card for the device $***** I called them to ask why my card was being charged again if it was resolved last month and they said they will take it off and not charge my card again but the supervisor I spoke with was very rude and said she's not giving me a refund. I would appreciate all the help I can get in getting a refund for $170.35 and ***** Total amount in $222.02

  Business response

  04/17/2024

  
  April 17, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  *****,ID *****
  
  Re:      ***************************
  Your File No. 21545761
                          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 8, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns that *************************** may have experienced with the activation of their Metro by T-Mobile account and device purchase. We appreciate the opportunity to respond.  Our office has been able to validate the line in question ending in 1376 was activated on January 24, 2024.  This line was subscribed to a $50.00 Promo Hotspot plan 100GB.
  
  Please note, Metro by T-Mobile stores will gladly assist with customer returns.  Customers can return a Device or accessory (Device) within 14 days of the purchase date of the original Device.  Customers must return the Device with the 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 completed at the store where the device was purchased - All returns must be made for reasons outside of warranty issues.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.
  
  Metro by T-Mobile retail locations are each independently owned and operated, and Metro by T-Mobile is solely the service provider,regretfully, we are unable to view any transactions completed in-store.  However, our office is able to validate that a payment of $55.36 was made during activation on January 24, 2024.  This payment covers the $50.00 Promo Hotspot plan 100GB, and the $5.36 including taxes fee.  Regrettably, however, we are unable to substantiate the payment of $170.54 remitted at the store during activation.  Further, we have no payment of  $51.67 remitted during the month of February 2024, or at any time. 
  
  On April 17, 2024, our office has confirmed that the number ending in 1376 remains active.  We respectfully decline to provide any refunds of any amount.  Furthermore, we recommend that *************************** contact ************* directly to cancel the line to avoid any future billing..  Any concerns that they may have with the retail location they will need to return to the metro by T-Mobile store since they are independently owned and operated as we are only the service provider.
  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

  04/25/2024

  The refund that I am requesting from Metro was for the charges made to my card on March,21,24.I spoke with a representative February requesting them to remove the service from my plan they did I paid $80.33 in February however when my bill was due in March they went ahead and charged my card $132.00 on March, 21,24 not sure how the service got back on my plan once again in April I had to call them again to remove the service off my plan. 

  As for  the refund on the device I just wanted ********************** to be aware of the people they have representing them as a Company and Brand and to hold (****) ********** responsible and not have their customers to take a lost because of the dishonest business owners Metro is allowing to represent as a Brand 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 3/31/2024 I switched phone carriers to Metro because in the store I was told by the sales associate that I had service at my house. I did not. I called customer service and they told me to go back to the store and I will get a full refund for all money spent. The store said they didn't care what customer service said. They wouldn't refund the money.

  Business response

  04/11/2024

  
  April 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***** Draft6
              Your File No. 21543909
              Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated April 8, 2024, regarding the above-referenced account.  
  
  ******** regrets any concerns ***** Draft6 *** have experienced with their coverage, and we appreciate the opportunity to respond.  As indicated in our previous response, our goal is to provide our customers with the best experience possible and we are working diligently on network improvements throughout the U.S.  Unfortunately,******** is unable to guarantee coverage in all areas.  There are several factors that *** interfere with actual service, quality, and availability. 
  
  ******** has confirmed that based on our coverage map, the area provided in ***** Draft6s correspondence has 4G LTE extended range and 5G extended range coverage.  However, we found the coverage in the area is not the strongest and only available outdoors. Metro by T-Mobile customers have the option to view our coverage at www.Metroby********.com/coverage.  Should ***** Draft6 wish to remain with Metro by T-Mobile, we recommend they use Wi-Fi calling.
  
  On March 31,2024, ***** Draft6 activated their account with their mobile number ending in 3452.  The account was subscribed to our $65.00 1st Month and $60.00 with AutoPay rate plan. The account also had an additional $9.00 Premium Handset Protection feature.  At the time of activation,***** Draft6 activated their newly purchased ******** XT 5G handset for use with their service at Metro by T-Mobile authorize retail store. 
  
  On March 31, 2024,***** Draft6 remitted a payment in the amount of $74.00 for the service plan and feature. 
  
  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.   Therefore,***** Draft6 would not be eligible for a refund of $74.00 for services.
  
  In addition, Metro by T-Mobile customers *** 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 *** be covered by a limited manufacturer's warranty provided by the manufacturer of the device.
  
  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,customers are recommended to contact the store directly for any concerns regarding their in-store transactions. Rest assured ******** 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, and we apologize if the authorized dealer employee failed in any way to display that during ***** Draft6s recent visit to their authorized retail store.
  
  As of April 11, 2024, ***** Draft6s account remains active.  We recommend that ***** Draft6 contact the authorized dealer location where they purchased their equipment for options regarding a handset return and or refund if available.  Should ***** Draft6 wish to cancel their service, they *** contact our ************* at the number provided below for further assistance.  ******** regrets any inconvenience to ***** Draft6 regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Customers *** 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 response

  04/11/2024

   
  Complaint: 21543909
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Draft6

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May I decided to switch to Metro, biggest mistake. I went in, opened acct, never got asked for an ID, he REFUSED to port my number over saying it wasn't his job & THEN took $90+ from me when it was only 1/2 that cost. He also told me when I get someone who's job it is to port, that I'd have to reapply my acp. I called CS, they got my # ported. I asked the woman 4+ times if my acp would still be on my account, if I needed to do anything and what the store rep had told me. She, every ************* it would still be on my account & there was nothing I/we needed to do & apologized that he gave me wrong info. Then I get my bill, the acp isn't on there. Since then on 5/6 diff occasions, I tried to do so. Kept being told it would be added & reflect in amount of bill cycles. Never did that happen. Nov I called and told them I wanted to port out & cancel service. A supervisor got on and spoke with *********** and confirmed my app to apply it was in progress. She informed me she was adding the discount on to my acct & no need to worry going forward the acp discount would be applied. I got the discount ONE month and it disappeared yet again. In Jan I added a new line and added the *** in the store yet again. Called to check on it and was told 1-3 cycles. I checked today & found out it still is not applied. Called to talk to an agent and he was rude and disrespectful, laughing at me, telling me I'm lying, then said metro has nothing to do with acp, that if you have the acp benefit when you open an acct it is automatically applied. Not the case, you have to apply it to the individuals account. The program doesn't get alerted a consumer opened an account and that they need to apply the acp. The provider has their own steps and policies on how to apply the acp benefit. Asked for supervisor, he accused me of lying, I informed him I have numerous emails where I had to sign for consent regarding the acp. He swore I never received an email and hung up on me; it was **** S ******

  Business response

  04/11/2024

   
  April 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***********************
              Your File No. 21543118
              Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated April 7, 2024, regarding the above-referenced account.
  
  ******** regrets ************************* concerns regarding the Affordable Connectivity Program (***) benefit and appreciates the opportunity to respond. Our records confirm that *********************** activated the account on May 18, 2023, with the temporary mobile number ending in 0417. On this day the mobile number ending 2565 was successfully ported in and replaced the temporary number ending 0417, subsequently canceling this line.
  
  We confirmed the voice line ending 2565 is subscribed to our $25 BYOD Port Promo *** for $25.00 per month, and optional features Call Detail for $1.00 per month, Storage & Security Bundle $3.00 per month and Call Forwarding for $1.00 per month.
  
  Our records show that on May 19, 2023, *********************** submitted an *** application associated with the temporary number ending 0417. Further review confirms we received notification stating the *** application declined due to phone number being inactive, and to ensure that the phone number the customer is applying with is active before reapplying.
  
  Please note, Metro by T-Mobile offers prepaid service, and customers have no contractual obligation to maintain active service.  Please note, the *** provides a discount of up to $30.00 per month toward internet service for eligible households and up to $75.00 per month for households on qualifying Tribal lands. Previously, new and existing customers were able to apply for *** via the ***s National Verifier Site ****************************;
  
  After submission, customers would have to wait for approval from the National Verifier, before contacting Metro by T-Mobile to request discount benefits. Once approved for the *** through the National Verifier, customers must complete the Metro by T-Mobile *** enrollment by visiting  ******************************************************************************** and are required to enter all information exactly as it appears in their National Verifier application for their ******** application to be approved. 
  
  Once approved, customers would have received a notification from Metro by T-Mobile stating the enrollment has been approved, and the *** discount will be applied to the account within one to two billing cycles. Further, any amounts due for service while the applications are processing are valid and owed.
  
  ******** records confirm on November 13, 2023, *********************** spoke with ************* regarding the *** discount and was assisted with adding the *** discount. Subsequently, the discount was added reducing the monthly recurring charges by $30.00. A payment of $4.00 was received on November 19, 2023, updating the account to a zero balance at this time.
   
  However, the *** discount was removed on November 22, 2023, when we received notification that there was an issue verifying ************************* eligibility. It was advised that for further assistance they needed to contact the National Verifier to resolve the issue prior to reapplying. Furthermore, on November 26, 2023, *********************** spoke with ************* regarding this notification and was advised to contact the National Verifier.
  
  Our records confirm on January 9, 2024, voice line ending in 7172 was successfully ported in and is currently subscribed to our $25 Port and Trade Promo Unlimited for $25.00 per month. Our records confirm there were several conversations with *************, however we are unable to substantiate that an *** application was submitted.
  
  The *** is a benefit program that the government funded to help ensure that households could afford the broadband services needed for work, school, healthcare, and more. Government funding of ***, however, is only expected to last through April 2024. As a result, the *** stopped accepting new *** enrollments on February 7, 2024. Metro by T-Mobile is no longer enrolling customers into the ***. Customers that were successfully enrolled in the *** prior to the February 7, 2024, cutoff date will continue to receive the *** discount through April 2024, when the program ends. For more information about the ***s status, please contact the *** *** ************** at ************ or visit GetInternet.gov. 
  
  In conclusion we confirm this account is not enrolled to receive the *** benefit discount, and at this time applications are no longer being accepted. The account remains active with two voice lines, and we regret 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 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

  04/18/2024

  I decline thus "resolution".

  If tmobile is able to see my account AND reviewed the images, it very obviously shows otherwise. 

  When I opened my account 11 months ago, the store agent refused to port my # claiming it wasn't their job. I was never supposed to have a temporary number. And the number on my *** app with the national verifier was the **********. As I've had that number for years and also had my *** discount for years too. 

  When I called in to port my number over, the representative said AT LEAS5 FOUR different times on the phone call that there was no need to worry, no action needed to take and that the *** would remain because it's "attached to your account". I informed her the store rep told me I'd have to reapply the ***. And yet again she assured me that my *** would NOT be affected or removed.

  To say I never tried to apply the *** otherwise is CRAZYYY. I didn't get the emails from Metro for no reason. I tried many times, many different ways, to get the *** applied.

  The national verifier has you all listed as my provider for ***. I've been approved for *** many times, as you can see there are numerous different approval emails with different Application ID numbers.

  This resolution is unacceptable. If the agent who ported my number in has the correct information/policies, this wouldve NEVER happened. You all dropped the ball on this.

  I signed numerous times Metros form to apply the *** to my account.

  And I opened my mom's account at the SAME TIME and she had to port her number over the following day, however she still has her ***. Please explain that, enlighten me. 

   

  There is ZERO reason I should have had to try more than ONCE. Your representative guaranteed it wouldn't be removed. It should have been rectified RIGHT THEN AND THERE!!!! 

  This is COMPLETELY unacceptable. I've been with metro off and on for 5.5 years now. So this is a slap in the face. Beyond God awful service. No accountability and no attempt to right the wrong you all as a company did!

*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. ↩