Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - Garland

  3338 Broadway Blvd Ste 426 Garland, TX 75043-1584

• 

  Metro By T-Mobile - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

• 

  Metro By T-Mobile - Dallas Regional Office

  6513 Windcrest Dr Plano, TX 75024-3052

• 

  Metro By T-Mobile

  11202 Spring Hill Dr Spring Hill, FL 34609-4650

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

• Initial Complaint

  Date:11/02/2023

  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 November 2nd 2023 I call the 611 customer service line and was absolutely horrified with the service I received by the so called supervisor. This phone call originated about 11am central time. I recorded the called with the previous agent and asked to speak to the supervisor. He was extremely disrespectful and rude, over talking me. Refuse to listen to my issue and lied and said that the agent didnt say something that she clearly did, I have the conversation recorded. This is absolutely unacceptable.

  Business Response

  Date: 11/12/2023

  November 12, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 20815711
  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 November 2, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* may have experienced, and we appreciate the opportunity to respond.  Our records indicate that *************************** statement cycle runs from the 2nd of one month through the 1st of the following month, with their due date being the 1st of the month.  As a prepaid service Metro by T-Mobile requires payment prior to usage, when timely payment was not made for the statement cycle due on November 1, 2023, their services were temporarily suspended on November 2, 2023.
  

  It is important to note that Metro by T-Mobile does not offer payment arrangements, however if an account is still active, we do have the option to update or change the statement due date.  However, once an account is suspended, we offer an UNHotline (***).  A *** is an extension that can allow voice and messaging 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 *************************** account reinstating their services until November 5, 2023.  
  Our records indicate that a successful payment was made on November 3, 2023, in the amount of $50.00, which fully restored *************************** services.  
  
  We appreciate ************************* taking time to provide details of their interaction with our *************.  Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  We regret any inconvenience to ************************* regarding this matter.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  ***********************;
  Executive Response
  

  
  

• Initial Complaint

  Date:11/02/2023

  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.

  My device is locked and needs to be unlocked Number : ********** Imei:353901104886934 modle: iPhone 11 Pro ***

  Business Response

  Date: 11/15/2023

   
  
  November 15, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *******************
  Your File No. ********
  ******** Prepaid No. XXX-XXX-1683
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 2, 2023, regarding the above-referenced account.   
  
  ******** regrets any concerns ******************* experienced with their Mobile Device Unlock request, and we appreciate the opportunity to respond   ******** records indicate ******************* requesting an Apple iPhone 11 *************** with the ******************** Equipment Identifier (IMEI) ending in ****.  To qualify for an unlock of a ******** branded device, there are specific requirements that need to be met for approval.  Requirements to unlock equipment can be found on our website at **********************************************************************************************.
  
  Our office confirmed with Apple that the handset with IMEI number ending in **** is unlocked.  ******************* can confirm their device is unlocked by going to Settings > General > About.  If No SIM restrictions appears next to Carrier Lock, the iPhone is unlocked.  If this is not the case, ******************* can follow one of the two sets of steps below to complete the unlock.
  
  If ******************* has a non-******** SIM card:
   
  1.Insert non-******** SIM Card
  2.Complete the setup process.
   
  If ******************* will be using their ******** SIM card:
   
  1.Back up the iPhone using iTunes.
  2.When the backup is complete, erase the iPhone.
  3.When the Welcome screen appears, connect device to iTunes.
   
  If successfully unlocked, the message Congratulations, your iPhone has been unlocked will display.  Additional information for unlocking Apple iPhone devices can be located at **********************************************; ******** 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

  Date:11/01/2023

  Type:Billing 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've purchase my I phone on 6/16/18. At the time of purchase Metro offer a bundle package $60 which include the highest plan with free Amazon Prime. I also added insurance with for my new divice which is additional $5 more. In total my monthy bill is $65 a month. I've been with this company since ****. My is losing calls not all my calls are coming thru.. The only way i that a call came thru is by text of facetime. I place a claim they took my deductible of $200 as was advise that it will be sent after Metro expedite it. following up with the status of my claim the insurance company Assurance stated my number is not insured. I went to physical store and they confirm that i do have issurance. I attempted multiple time to get a hold of someone & store# TTLNM1608 employee was also fustrated with this company. This company is natorious for not updating their info or informin their customer of any changes. I would like my fees that i've paid for over 5yrs & My deductible to be return back to me. I will seek another company who treats there loyalty customers better.

  Business Response

  Date: 12/21/2023

   
  December 21, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 20813455
  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 November 1, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** has with their handset and we appreciate the opportunity to respond. Our records confirm *************************** activated their account on June 20, ****, and had one active line. The account was subscribed to our $60.00 Unlimited Talk, Text, and Data with 15GB Hotspot (capped) plus ****** One and Amazon Prime rate plan.  On March 13, 2017, *************************** added the $5.00 Value package bundle which included the following features:
  
  International Text Messaging-Send text messages across the globe.
  Screen-it -Manage calls better by seeing the caller's name and phone number before answering, even if it's not stored in the cell phone's contact list.
  Unlimited Directory Assistance- Unlimited calls to directory assistance for business and residential listings in the U.S., ****** and ***********.
  Voicemail to Text- Converts voicemails to texts and delivers them straight to the phone.
  Call Forwarding- Forward calls from the cell phone to any local number
  
  Our records show on June 19, 2019, *************************** subscribed to the optional Premium Handset Protection (PHP).  The device coverage is provided by Assurant, a third-party provider, allowing customers to initiate insurance claims should they experience loss, theft, accidental damage, all of which are activities that are not covered within the limited warranty. On October 19, 2023, *************************** removed the optional PHP feature.
  
  With regards to service charges, it should be noted that per our Terms and Conditions available at *************************************************************************:
   
  Amounts paid for service charges are non-refundable. If your service is terminated for any reason and you have a positive balance in your service account or in your ********************************************* Connect account, you will not be entitled to receive any refund. 
  
  On October 30, 2023, *************************** visited a retail store who was advised they did not have the optional PHP feature. Regrettably, on November 9, 2023, *************************** cancelled the above stated account. Because no account billing error was identified, we respectfully decline *************************** request for a refund. ******** 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 6am 2am CST.  
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

• Initial Complaint

  Date:11/01/2023

  Type:Billing 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 never initiated service with this company and they keep harassing me and trying to get me to pay a bill for services I never aquired. Please stop collection attempts and stop harassing me.

  Business Response

  Date: 12/13/2023

  December 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:     ***********************
                          Your File No. 20812402
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated November 1, 2023,regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced regarding their account, and we appreciate the opportunity to respond.  ******** records indicate on June 27, 2023, the above-mentioned account was activated.  ******** understands based on ******************* correspondence to your office, they never requested for the account activation. 
  
  ******** records confirm on September 28, 2023, ******** substantiated ******************* claim,cancelled the account, and set a follow up to adjust all charges once the final bill had been generated.  ******** regrets if *********************** received any collection notices for any outstanding balance. 
  
  To resolve this matter, ******** emailed *********************** a copy of the billing statement dated November 28, 2023, which reflects a zero balance. The account remains closed with a zero balance.  ******** 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

  Date:11/01/2023

  Type:Product 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.

  ******** HAS BEEN THE WORSE THIS ROBLEM STARTED MAY 28TH 2023 THEY GAVE ME THE RUN AROUND FROM DAY 1.I CAME IN THE STORE TO PURCHASE A I-PHONE 14 PRO.NEVER RECEIVED THRU MAIL WAS GIVE EAR BUDS WATCH AND ANOTHER ******* PHOE I WAS *** WAS FREE.HAVE TALKED TO 20 REPS AND 3 MNGRS THE PEOPLE THAT DID THE BANBOOZLING QUIT.WENT TO CORPORATE AT PERI.ETER MALL THEY DONT SEE PHSICAL PEOPLE.THS HAS ***** NIGHTMARE.TO BOOT HAVE YET BEEN ABLE TO GET OUT OF CONTRACT.NIGHTNARE

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:     ***********************
  ******** Account Holder: *********************** Just Cuz
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 1, 2023, regarding the above-referenced account.   
   
  ******** regrets any concerns *********************** may have regarding their account and handset, and we appreciate the opportunity to respond.  ******** records reflect *********************** activated their account on January 30, 2023, with two voice lines ending in **** and **** which subscribed to the Business Unlimited Ultimate rate plan for $150.00 per month including applicable taxes and fees.  *********************** also has a watch line ending in **** for $20.00 per month.
  
  On January 30, 2023, *********************** placed an order for an Apple iPhone 14 Pro Max.  However, this order was cancelled on February 4, 2023.  The account was placed on a temporary suspension, and was eventually cancelled on May 2, 2023, as the account was not being utilized.  On May 24, 2023, the account was reactivated per *********************** request.
  
  Between April 23, 2023, and June 7, 2023, customers could get a ******* Galaxy S23 for $199.00 or save $600.99 on other ******* devices (via Recurring Device Credits [RDC]) when they purchased it on *** and activated a new voice line on a ONE Plus, Go5G Plus, or Magenta *** rate plan.
  
  ******** records indicate on May 24, 2023, *********************** took advantage of our Equipment Installment Plan (***) with the purchase of a ******* Galaxy S23 handset for the line ending in ****.  *********************** agreed to a series of 24 monthly installments totaling $22.34.  As this purchase met the eligibility criteria for our 2023 ******* Activate P15 promotion, the line ending in ************************************************************* the amount of $25.05 per month while maintaining promotion eligibility.
  
  Additionally, on May 24, 2023, *********************** took advantage of our *** with the purchase of an Apple Watch for the line ending in ****.  *********************** agreed to a series of 24 monthly installments totaling $7.49.  Unfortunately, this device did not qualify for any promotional offers to provide it at no cost.  Further, we are unable to locate any offers which provided free earbud accessories, and we regret if *********************** was advised differently.
  
  Please be advised, 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.  
  
  Our office spoke with *********************** on November 7, 2023, in which, we advised that there was no order for an Apple iPhone placed on May 24, 2023.  At the time of our discussion, *********************** requested the account to be closed.  *********************** was advised of the active **** associated with this account which would accelerate to the final billing statement upon cancellation.  In an effort to amicably resolve *********************** concerns, ******** has offered the devices be returned in good and working order.  In doing so, ******** will credit the current account balance of $459.24 to zero and close the account.  ******** will also close out the **** on the account, allowing *********************** to cancel their account without being charged for the remaining balance owed on the equipment.  ******** has sent return labels to *********************** on November 9, 2023, and are currently waiting for the items to be returned.  ******** 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

  Date:11/01/2023

  Type:Sales and Advertising 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 had problems with my service and was told for months that it was going to be taken care of and that a credit was going to be added to my bill. I finally had to leave the company because they did not take care of the issue and never adjusted my bill. Now they have sent me a final bill and refuse to make the appropriate corrections. Thew have been billing me for a product that I could not fully use which is a breach of the contract of service to me.

  Business Response

  Date: 11/10/2023

    
  
  November 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 1, 2023, regarding the above-referenced account.  We are pleased to report we have resolved this matter to ****************** satisfaction.   
   
  T Mobile regrets any concerns *********************** *** have regarding the account, and we appreciate the opportunity to respond.  ******** records confirm on September 9, 2023, *********************** had one active voice line of service ending in ****, which was subscribed to our Magenta rate plan for $75.00 monthly.  In addition, *********************** had one active Mobile Internet (MI) line of service ending in ****, which was subscribed to our SyncUP Drive 5GB rate plan for a $25.00 monthly.  Please note ****************** account was previously enrolled in AutoPay.  AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ******** bill.  Customers on eligible rate plans *** also receive a $5.00 monthly bill credit for using AutoPay with an eligible payment method. 
  
  In ****************** letter to your office, they indicate they were not able to use service with their handset in or around their home.  We regret any coverage concerns *********************** has experienced.  Unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  
  
  *********************** previously qualified for and took advantage of our Equipment Installment Plan (***) on December 4, 2021, with the purchase of a SyncUP Drive device on the MI line ending in ****.  *********************** was asked to remit a down payment of $48.00 and then agreed to a series of 24 monthly installments of $2.00.  Please note on the same day *********************** activated the MI line ending in **** and as such, the MI line ending in **** qualified for the 2021 Connected Device P11 promotion and received monthly Recurring Device Credits (RDCs) of $4.00.  Further, our records indicate on February 27, 2022, *********************** remitted a payment of $42.00 towards the remaining *** balance for the SyncUP Drive device handset associated to the MI line ending in **** and accordingly, the *** was closed and the account no longer incurred monthly *** charges for the device. 
  
  In addition, *********************** previously qualified for and took advantage of our *** on February 5, 2022, with the purchase of an Apple iPhone 13 ************* handset on the line ending in ****.  *********************** was asked to remit a down payment in the amount of $349.99 and then agreed to a series of 24 monthly installments of $31.25.  Please note on the same day, *********************** traded in an Apple SE 2 64GB handset and as such, the line ending in **** qualified for the 2022 Apple Trade P7 promotion and received monthly RDCs of $5.00.  
  ****************** 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 5th of one month through the 4th of the next month.  Notice of the monthly recurring charges were available on or around the 4th of the month, and those charges were then due on or around the 25th. 
  
  The billing statement dated September 5, 2023, reflected a balance of $61.00 which was due by September 25, 2023, and consisted of current monthly access, ***, and applicable taxes and fees for service between September 5, 2023, to October 4, 2023.  Further, on September 23, 2023, *********************** remitted a payment of $61.00 via AutoPay, which reduced the account balance to zero.
  
  On September 9, 2023, *********************** canceled the MI line ending **** effective the same day.  In addition, on the same day, *********************** remitted a payment of $531.25 towards the remaining *** balance for the Apple iPhone 13 ************* handset associated the line ending in **** and accordingly, the *** was closed, and the account no longer incurred monthly *** charges for the handset. 
  
  The billing statement dated October 5, 2023, reflected a balance of $61.00 which was due by October 25, 2023, and consisted of current monthly access, ***, and applicable taxes and fees for service between October 5, 2023, to November 4, 2023.
  
  On October 13, 2023, the line ending in **** was canceled when *********************** transferred the line to a different wireless service provider and as such, the account was canceled the same day.  In addition, on the same day *********************** removed the account enrollment to AutoPay.  Please note, pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  Accordingly, *********************** was billed through November 4, 2023.  
  
  The final billing statement dated November 5, 2023, carried a total balance due of $71.67 and consisted of a past due balance of $61.00, a prorated monthly access charge of $3.67, a one-time late payment fee of $7.00, plus applicable taxes and fees. 
  
  ******** records indicate on November 6, 2023, *********************** contacted ******** and spoke with our ************* team.  *********************** requested a credit be applied to the account and informed our ************* team that ******** previously offered to apply a credit to their account for their concerns related to coverage.  Our ************* team informed *********************** that they found no records to indicate ******** previously offered to apply a credit to their account.  Further, on the same day *********************** remitted a payment of $21.00, which reduced the account balance to $50.67.  
  
  Please note in ****************** correspondence to your office, they stated ******** previously informed them that a credit would be applied to their account, as referenced above.  Upon further review of the account, we found no records to substantiate that ******** previously offered to apply a credit to ****************** account within the last few months.  We regret any misunderstanding this *** have caused.
  
  On November 6, 2023, our office spoke with and apprised *********************** of the above referenced information.  In addition, and as a gesture of goodwill, we applied a courtesy credit of $50.67 to the account, which reduced 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 Answer

  Date: 11/15/2023

   
  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:10/31/2023

  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.

  They have been overcharging me and pulling from my account. And they will not give me back my money.

  Business Response

  Date: 11/13/2023

  
  
  
  
   
  November 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      ***********************
  Your File No. 20807964
  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 October 31, 2023, regarding the above-referenced account.  
  
  ******** regrets to hear of ****************** billing concerns and appreciate the opportunity to address this matter.  Our office was able to validate that *********************** previously had three lines ending in ****, **** and **** all subscribed to a Metro by T-Mobile promotional Three for $90.00 rate plan, and each line had been billed at $30.00 each month.  In addition, the number ending in **** also subscribed to the $3.00 Premium device Insurance, in addition to the $2.00 Scam Shield Premium, and the total cost of the bill each month was $95.00.  The billing cycle ran from the 17th of one month to the 16th of the following month, and the bill was due on the 16th of each month.  
  
  As the account was set up on AutoPay on June 16, 2023, the account payments are drafted 24 hours prior to the regular due date.  AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ******** bill.  As such the regular payment of $95.00 was drafted on September 15, 2023, for the cycle dates of September 17, 2023, through October 16, 2023.  It should be noted that the AutoPay feature was removed on October 12, 2023, per ****************** request. 
  
  On September 18,2023, *********************** explained that they no longer needed the third line, and they requested to cancel the number ending in 4994.  During this time, ************* explained that if the line was canceled, the Promotional rate plan would no longer be available, and this line was removed at ***** Bowmans request.  As the third line was removed, the account was no longer eligible to subscribe to the Promotional Three lines for $90.00 rate plan, and the number ending in **** was now subscribed to the $50.00 **************** One rate plan and also still subscribed to the $3.00 Premium device Insurance, in addition to the $2.00 Scam Shield, making the line $55.00, and the other line ending in **** was now subscribed to a $30.00 Unlimited LTE with 5GB rate plan for a total of $85.00 per month moving forward.  However, as the line of service was canceled during the middle of the billing cycle, the account was rerated, and additional charges had been added to the account totaling $18.61.  These are prorated charges caused by the cancelation of the line in addition to the rate plan change.  It should be noted that the October 16, 2023, was a total cost of $103.01, as this balance included the prorated charges of $18.01 in addition to the new rate plan totaling $85.00.  
  As the new billing cycle was due for the month of October 16, 2023, this bill covered the dates of service from October 17, 2023, through November 16, 2023, the new balance was due in the amount of $103.00.  The payment was remitted on October 16, 2023, which was made by *********************** directly.  Later, on November 2, 2023, *********************** made an additional payment of $85.00 which covered the November 16, 2023, due date for service dates from November 17, 2023, through December 16, 2023.  
  
  As of today, November 8, 2023, the accounts next bill will not be due until December 16, 2023, in the amount of $85.00, as long as the rate plan stays the same the monthly cost will be $85.00 moving forward.  It should be noted *********************** has been billed accurately for services rendered; however, should they wish to change the rate plan again we do recommend completing that during the end of the billing cycle, so Metro by T-Mobile could future date the changes for the next billing cycle rather than mid cycle changes.  We appreciate the opportunity to address this matter.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  **********************;
  Executive Response

• Initial Complaint

  Date:10/31/2023

  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.

  We were contacted by *************** and asked to be a retailer for Metro by T-Mobile. We agreed and purchased a number of mobile cellular devices from a third party retailer. We were able to activate a few of the phones and sell them to Metro customers, but after a short time, Metro changed their operational procedures. After this change, we were unable to activate and sell these devices. We called many times asking for help but were always answered by extremely rude and insulting people that seemed to have no idea what to do, and they would hang up on us. At this point they have not been able to fulfill their end of the deal. We have several thousand dollars worth of inventory that we purchased in good faith, but the technical support for Metro is unable to assist us in activating this hardware. What we are seeking as a resolution is that the mobile devices be unlocked so that we can use them with a different carrier. We paid full price for the devices (Minus maybe a few dollars) plus shipping.

  Business Response

  Date: 11/10/2023

  November 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      ***********************
  Your File No. 20807408
  
  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 October 31, 2023, regarding the above-referenced file number.  
  
  ******** regrets any concerns *********************** may have experienced with their Mobile Device Unlock (MDU) request.  We appreciate the opportunity to respond.  
  
  After reviewing the correspondence from your office, ******** is unable to locate an account using the information provided.  As we are unable locate a current or formerly active account for ***********************, we are unable to provide further details at this time.  
  
  If *********************** wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:   
  
  Primary Account Holder name and address (the person who is contractually responsible for the Account) 
  Complete 9-digit Account Number (if possible) 
  Primary Account Holder ******** wireless number 
  Wireless number that is the subject of the Dispute 
  Account Brand Type that is the subject of the Dispute********, Sprint, Metro, and/or Assurance Wireless.
  
  Please be advised that MDUs are available to customers who meet our eligibility requirements, which are available at ************************************************************************************************; According to our MDU policy, we provide MDUs for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  One hundred eighty (180) days must have passed since the devices activation date.
  
  As we were unable to locate a Metro by T-Mobile account associated with ***********************, we are unable to confirm if they meet the eligibility requirements to unlock the devices they mentioned in the letter to your office.  ******** regrets any inconvenience to ************************   
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST. Our office may also be reached at the address listed below.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  *******************
  Executive Response
  
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20807408
  
  I am rejecting this response because:

  ******** obviously didn't even take the time to actually read the complaint. This complaint was filed on behalf of *****************. We did not have a telephone account with ********** we were acting as a ******** vendor. This was a business relationship where we were selling the Metro phones and activating them for ********. We have big pink Metro by T-Mobile posters on the wall, Metro bags, etc. If you do a search for the Metro store near ***********, **, it lists our business (*****************, ***********************************************************************************) as the Metro store. Let me reiterate in order to try and make this is plain as possible-

  1- We are not a Metro customer. WE ARE A ******************** DEALER.

  2- There is no account number associated AS WE ARE NOT A CUSTOMER.

  3- This is a complaint filed by a business, NOT A CUSTOMER.

  We can't seem to get these facts through to anyone at Metro. It seems that even the person responsible for replying to BBB complaints can't figure this out.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/20/2023

  
  November 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***********************
  Your File No. 20807408
  
  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 November 16, 2023, regarding the above-referenced account. 
  
  ******** regrets any continued concerns *********************** may have experienced with this matter and our previous response and we appreciate the opportunity to respond.  Please be advised our Metro by T-Mobile stores, such as **************** LLC are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we respectfully request that *********************** direct their concerns the Metro by T-Mobile retail store (**************** LLC).  Metro by T-Mobile was not involved in the sale of the equipment and does not have record of the sale as the retail location is independently owned and operated, this matter will need to be addressed with the store owner, or the party that ********************* entered into a business contract with for their business.
  
  Please be advised that ***s are available to customers who meet our eligibility requirements, which are available at ************************************************************************************************; According to our *** policy, we provide ***s for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  One hundred eighty (180) days must have passed since the devices activation date.
  
  If the equipment does not meet the *** eligibility requirements, it will not be eligible to be unlocked and we recommend discussing this matter with the seller of the equipment.  ******** 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. Our office may also be reached at the address listed below.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************
  Executive Response

• Initial Complaint

  Date:10/31/2023

  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 10/29 I signed up for service and it ended up being incompatible with my phone. I guess it was not unlocked like I was told it was. Later that evening I ported back to previous carrier. Tried today to get money back and was treated RUDELY by your social media team. I just want my money back from the company they claims no yada yada.

  Business Response

  Date: 11/10/2023

   
  November 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 20805785
  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 
  ******** may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 31, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** may have experienced with their Metro by 
  ******** account activation, and we appreciate the opportunity to respond.  A review of ********************* Metro by T-Mobile account shows the account was activated on October 29, 2023, with one line of service ending in ****.  This line was subscribed to our Single ********************** plan, which provides unlimited talk, text, and data for $40.00 per month.  *************************** was additionally subscribed to our optional Scam Shield Premium and McAfee Security features for $2.00 and $3.00 per month, respectively.  On October 30, 2023, *************************** ported out the number ending in **** to a new provider.  Upon the successful completion of ********************* port out, there were no lines remaining on their Metro by T-Mobile account, and the account was closed.
  
  Please be advised, Metro by T-Mobile is a prepaid service and per our Terms and Conditions of Service, the amounts paid for prepaid service charges are non-refundable.  As such, ******** respectfully declines ********************* refund request.  ******** 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.  If you have any questions, please do not hesitate to contact our office at the address listed below.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20805785
  
  I am rejecting this response because:  I was unable to use this service. So I would like the money back. 
  

  The response from ******* is unacceptable and not customer friendly at all. For a company whos slogan is no yards yada its nothing but a lie and false advertising.  
  

  I will be filing a dispute with my credit card and canceling three other lines that have been with you guys for YEARS. I will NEVER do business with your or ******** ever again. 
  

  I will be sure to tell everyone I know of this pitiful excuse for a company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/30/2023

  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 am a new customer with ********************** and I purchased a promotional unlimited $40 plan from ************************************************* on Sept. 17, 2023. To date, my phone is not activated and I have not gotten the service I paid for which is unlimited data for 1 month . What I have done:I attempted to activate my phone online at *************************************************resources/activate several times using the following info Order number: *********** Last Name: ******************************* I kept encountering the error below Sorry, we are currently experiencing issues processing your activation. Please try again or call us 1-888-8-METR08 for help transferring your phone number On Tuesday 10/24/2023 I called ************** and spoke to: ****** who said he tried two different methods to activate my phone but failed so he escalated to his supervisor who also tried to activate my phone and also failed. As a result ********************* that they had created a troubleshooting ticket # *** 697 456 and for me to wait up to 24 hrs and my phone will be activated. ****** stated that I will received a notification on my mobile with a new phone number and service will start then.On Wednesday 10/25/2023 after 24 hrs have passed and my phone still not activated. I again called ************** and after a long wait time, I spoke to ******* and asked for the status of my ticket # *** 697 456. ******* said the issue have been resolved and I informed her that my phone still not activated and I am getting no service. ******* then asked for IMEI # which I provided, then she put me in touch with her supervisor: ***, who said I have to wait 72 hrs from the time the ticket is created for the back office to get it resolved.After more than 72 hours and getting no resolution, aka my phone still getting no service. On Monday 10/30/2023, I called ************** around 2:15 pm EST and after a long wait, spoke to: ***** who asked me to provide: Order #, Ticket #, IMEI # and SIM #. ***** then informed me that she was able to activate my phone. She said my new phone number is ************ and that I have to wait 2 hours for the service to start but that my plan give me unlimited data.Over 2hrs had passed and still I am getting no service nor do I received any notification text from Metro by T-Mobile so I again called ************** around 5 pm EST and spoke to ******* who said my phone line is active but I informed her that I am getting no service. ******* then said she had send me a text to ************ which she said is my new phone number. I informed her that my phone has no service and that I have received no text. ******* then stated that I need to reset mobile network. After resetting the mobile network, still getting no service and receiving no text, ******* told me I have to bring my phone to a Metro by T-Mobile local store and they will fix it for me at no charge. I was told to give the local store the new phone number ************ and ticket #*** 697 456. None of the local store is near me, the closest one takes 1 hour to travel round trip and that more expense added, so I decided to call two local stores to see if the instruction I was given is correct.First local store in ********************* **, ************** informed me that they have no system to look up a ticket number and if I come into their store with the new phone, they will charge me to troubleshoot.Second local store in ********* **, ************** informed me that they cannot look up a ticket number and that it sounds like they have to reactivate my new phone and they will charge me for that.This is unacceptable business practice. I paid for a service that I have never received $40 for unlimited data for 1 month. Their online customer services gave me the run around over and over again. Their local store do not do what the online customer service stated. I should not have to go to a local store that is not local to me based on the time travel which would accumulate even more expense. Request: Metro by T-mobile should provide me the service I paid for by activating the mobile phone they sent me and give me unlimited data for 1 month without requiring me to go to their local store that is far from where I live where I might have to incur more expense.

  Business Response

  Date: 11/09/2023

   
  November 9, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ******************;
  Your File No. 20802837
  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 October 30, 2023, regarding the above-referenced account.  
  
  Metro by T-Mobile regrets any concerns ******************* may have experienced with their account activation and we appreciate the opportunity to respond.  On September 17, 2023, ******************* contacted Metro by T-Mobile and placed an order for service and a handset.  However, due to system issues we found that the account was not activated until October 30, 2023, with their phone number ending in 8610.  The account was subscribed to our $40.00 Unlimited Promo rate plan.  At the time of activation, a ******** Stylus handset with the **** ending in *************************** **** was activated.   
  
  When customers order an online purchase and call to activate their device, we direct them to ************************************************************* to activate their device.  However, ******************* states in their correspondence that they were unable to activate and use the service therefore, they were directed to visit a retail store for assistance.  Regrettably, ******************* is unable to commute to a retail store at the time.  After further review, we were unable to view the previous tickets filed however, we found that when we try to activate the handset with the **** and SIM card number, we are also receiving an error message.  
  
  To further assist, we escalated this matter to our senior technicians and found that the profiles were not set correctly therefore, we provisioned the profiles correctly.  We recommend ******************* to power cycle their handset and check again for service.  We were able to confirm valid usage on the account for calls.  However, if ******************* continues to have concerns with their handset, they can contact me via email at ************************************** to open a new trouble ticket and for further assistance.  As of November 7, 2023, the account remains active with a zero balance.  We regret any inconvenience to ******************* regarding this matter. 
  
  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
  
  ***** Montoya 
  Executive Response
  
  

  Customer Answer

  Date: 11/12/2023

   
  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,
  
  *******************