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 - Plano

  3300 K Ave Ste 400 Plano, TX 75074-2339

• 

  Metro By T-Mobile - Jefferson

  704 W Jefferson Blvd Dallas, TX 75208-4925

• 

  Metro By T-Mobile - NW Hwy

  2731 W Northwest Hwy Ste 10 Dallas, TX 75220-4788

• 

  Metro By T-Mobile

  PO Box 601119 Dallas, TX 75360-1119

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:04/28/2023

  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.

  On 3/11/23, I informed ******** I will be transferring over to ******* I needed a transferred code. The rep said Do, what you have to do and you can get the transfer code from ******** website. What he Didnt tell me is that I was going to get charged a full bill because my bill cycle ended and he didnt even try to keep me as an customer Flyer all these years Ive been with them. So, on 3/15 the transfer to ******* finally went through after trying to call ******** to put it through faster, they didnt help me with this at all. Thinking this was going to be my last bill I paid $57.48. Not being informed of the fact that they let this go a week into the next billing cycle. No one informed me about none of this. I should not have to pay this bill because they knew I was transferring when I called . I wasnt informed about how to go about being charged a full bill for waiting a week after billing cycle for ******** to transfer the number.

  Business Response

  Date: 05/05/2023

  May 5, 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 April 28, 2023, regarding the above-referenced account.   
  
  ******** regrets any concerns ************************************* may have regarding the above-referenced account, and we appreciate the opportunity to address this matter.  On August 21, 2006, ************************************* activated the account and at the time of cancellation, had one voice line of service ending in 1464.  ************************************* subscribed to our Magenta 55+ rate plan at a cost of $55.00 per month.  
  
  On March 15, 2023, ************************************* canceled their account when they ported their mobile number to another service provider.  *************************************** billing cycle ran from the 7th of one month to the 6th of the following month.  Pursuant to ******** policy, customers are responsible for all charges through the end of their service term.  Accordingly, ************************************* was billed through April 7, 2023. 
  
  On March 15, 2023, ************************************* remitted a payment of $56.78.  However, *************************************** account was billed in arrears and as such, the payment remitted on March 15, 2023, was applied to services used through March 6, 2023.  The balance of $55.00 consists of charges for services utilized through the final billing cycle.  It is ********s position that these charges are valid and owed.  
  
  On May 1, 2023, our office contacted ************************************* to apprise them of our findings above.  As a gesture of goodwill and means to amicably resolve this matter, ******** issued a one-time account credit of $55.00, leaving *************************************** account closed with a zero balance.  ******** regrets any inconvenience to ************************************** 
  
  Please be assured ******** strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any ******** employee failed in any way to display that during *************************************** recent contact with our Customer Care.  
  
  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: 05/05/2023

   
  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:04/27/2023

  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 terminated services because ******** misled me about ongoing network issues in my service area. These services were so poor and ******** representatives misled me to believe that they would be fixing or improving the the service issue. This is a well known complaint about ******** over selling services in an area. BBB mediated a resolution, ******** agreed to zero my account balance and this was agreeable to me. I received an email from BBB showing that ******** had agreed to zero out my account and that I would not receive a bill. In April of 2023 I received another bill for $11.36. This was after we all agreed this issue was resolved. Today April 27th 2023, I was threatened by ******** agent ***** (#******) that if I filed a BBB complaint the charge of $11.36 would not be credited to my account. This came after she threatened to turn me into collections. By the time I got off the phone ***** agreed to refund the $11.36 as agreed originally but refused to provide me an email or regular mail confirmation that the account would be zeroed. I am filing this complaint because I cannot trust that ******** will do what we already agreed on. I originally took their word in good faith in the original mediated agreement facilitated by BBB; that my account would be zeroed. Now I am asking BBB to request ******** provide me proof that they have credited my account to reflect a zero balance. I will not resolve this complaint until I receive a zero balance statement.

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  Re:*********************************
  Your File No. ********
  ******** Account No. *********
  
  To Whom It May Concern:
  
  T Mobile USA, **** ********** is in receipt of your correspondence dated April 28, 2023, regarding the above-referenced account.
  
  ******** regrets to hear of *********************************** concerns regarding their final billing.   As stated in our correspondence to your office dated March 2, 2023, in relation to file number ********, unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Although the coverage map at www.********.com does not guarantee service availability, it does predict and approximate our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  ******** has verified the address on **************** account and based on the coverage map, confirmed that his address is in a moderate coverage area.
  
  Our records reflect on February 16, 2023, ********************************* canceled their account when they transferred their mobile number ending in **** to another service provider.  On February 20, 2023, our office spoke with ********************************* and a one-time credit of $76.50 was applied to the account which updated the balance at that time to zero.
  
  The billing statement dated March 10, 2023, generated in the amount of $11.36 which consisted of rerated charges caused by cancelation and was due on April 2, 2023.
  
  Upon speaking with ********************************* on April 28, 2023, we advised them of our findings.  To amicably resolve this matter, a one-time credit of $11.36 was applied to the account which updated the 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
  
  

• Initial Complaint

  Date:04/27/2023

  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 created a metro by T-Mobile account and paid $40 for plan and by the next day I get call saying my metro by T-Mobile plan will be closed because of outstanding balance. Ive never ever in my life signed up for ******** or metro by T-Mobile so its. Case of identity theft , Im always victim of it. My metro by T-Mobile number I ported in was **********

  Business Response

  Date: 05/04/2023

  Tell us why here... 
  May 4, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *****************************************
  *****, ** *****
  
  Re:      ***********************
  Your File No. 19989783
  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 27, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their account and we appreciate the opportunity to respond.  Our records reflect, *********************** activated their account on April 27, 2023, with the mobile number ending in ****, and subscribed to our $40.00 Unlimited talk, text, and data up to 5G & 4G LTE speeds with Music Unlimited rate plan.  Please note, this account is active, current, and we have no record of a suspension notice. 
  
  After a thorough review, we located a second Metro by T-Mobile account for *********************** ending in ****, initiated on April 27, 2023, via the Metro by T-Mobile site, however, the activation was not completed, thus leaving the account under tentative status.  It is important to note Metro by T-Mobile offers prepaid service and has no personally identifying information such as a social security number associated with its accounts.  We understand, per ****************** correspondence that they did not intend to activate a second account and we regret any misunderstanding this may have caused.
  
  Please be advised, we were unable to locate a ******** postpaid account with the information provided in ****************** correspondence. 
  
  Should *********************** have any additional questions or concerns regarding this matter, we invite them to contact us at the number listed below.  ******** 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 to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

  Customer Answer

  Date: 05/04/2023

   
  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.
  do not close my metro by T-Mobile account by threatening emails saying theres an outstanding balance on different account with my info..
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/26/2023

  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.

  On 4/21/23 I ordered a phone and service online at Metro by T-Mobile. After submitting all info required they charged my card. Immediately afterwards a screen appeared saying my order was cancelled because they couldn't verify my identity. I called Metro when I saw this and they said they didn't charge me. The transaction appeared in my checking account and sat 5 days in pending. This morning it moved from pending to processed. I called Metro again and they said they didn't charge my card. But in my account it shows that ********************** charged me $55. They will not help me. Im out $55 and have no phone.

  Business Response

  Date: 05/02/2023

   
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 19984364
  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 April 26, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact ***********************, which have proven unsuccessful.  As such, we will make every attempt to address ****************** concerns within this letter.
  
  ******** regrets any concerns *********************** may have experienced regarding their online device order, and we appreciate the opportunity to respond.  A review of ****************** Metro by T-Mobile account shows they activated service on August 25, 2021, with one line of service ending in 3101.  Please note, that account was cancelled on April 4, 2023, due to non-payment of the balance due March 4, 2023.  Our records do not reflect any online orders were placed during the tenure of the above account.
  
  Please note, customers placing online orders have 30 days to request a refund.  Instructions to request a refund are provided within the original order confirmation e-mail and customers may visit ****************************************************************** under the section Shopping Online for additional information.  A review of our records does not indicate any active or tentative accounts associated with the new order referenced in ****************** filing with your office.
  
  Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  ******** 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.  As such, we recommend *********************** dispute the charges with their financial institution.  Alternatively, *********************** may contact our office at the number listed below to provide additional information for further review of the reported charge.  ******** 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 directly by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response

• Initial Complaint

  Date:04/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On saturday april 22, I went into the store for a replacement phone. Willing to pay the already overpriced upgrade fee to receive the new phone of ******. Went to check out, upon which the teller told me my total was to be nearly 600 dollars. After inquiring about why, she said that they wont sell a phone without a case and a bunch of accessories included. There is no signage anywhere that ****** that they are "required" to sell these items when all i wanted was the phone. After arguing about how that was completely not ok, but figured out that if paid "full price" then i could avoid these charges. Attempting to do that, she then said she could not do that because my account shows "upgrade" status. Essentially after 30 minutes of back and forth, i decided i wasn't going to get anywhere, and they refused to disclose the store owners details so i could speak with him directly. They are running a scam, forcing people to purchase items that are not required, and refusing sales of advertised merchandise at the prices listed.

  Business Response

  Date: 05/02/2023

   
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 19972964
  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 25, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their recent interaction at one of our authorized dealer retail locations, and we appreciate the opportunity to respond. 
  
  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such we are unable to view any transactions done in-store.  It should also be noted that although they may sell products for use with ******** services, third-party resellers maintain a separate inventory and store policies, and any refunds are handled solely by Metro by T-Mobile stores.  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 any employee at the authorized dealer location failed in any way to display that during ************************* recent visit to their local store. 
  
  Our records reflect the account was activated on February 21, 2022, with the mobile number ending in **** and as of April 24, 2023, an Apple iPhone device was activated under Bring Your Own Device (BYOD).
  
  On April 26, 2023, we contacted *********************** and discussed the above.  We appreciate *********************** taking the time to provide details of their experience with the authorized dealer retail location team.  As a one-time courtesy, we applied a $40.00 account credit for the monthly service charges for the mobile number ending in **** which left a balance of $55.00 due on May 20, 2023.  *********************** accepted this as a full resolution.  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 to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

• Initial Complaint

  Date:04/24/2023

  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 March 18, 2023, my daughter and I went to Metro by T-Mobile on *********** in ********** to get cell phone service. The representative who assisted us charged me $539, but logged $155 into the company's computer system. I also had to return to the store the following day because she had not correctly connected the 3 phones I purchased, so they didn't have service. The representative who helped me the following day got the service working after arguing with me, but refused to contact a manager for me, stating he didn't want to get the person in trouble. He did tell me that she worked at a different store and was just filling in. He told me that a credit couldn't be given; he stated that I had to speak to that representative who set the account up. I've tried several times to resolve this issue by calling customer service. They told me I had to get the issue resolved at that same store, but that store refuses to fix the issue and even called the police to have me to leave the 4th time I went to the location. I was on the phone with customer service, but the representative at the store refused to even speak with them and they work for the same company. When I called customer service on Friday, they told me they need my debit card number that I canceled after this incident. I called today, provided them the card number, but this call center can't see notes from my previous calls and are again telling me the issue has to be resolved at the store where the issue occurred. That call center was in ***************. I called again and got a call center in S. Africa, etc.

  Business Response

  Date: 05/04/2023

   
  May 4, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***************************;
  Your File No. 19976842
  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 24, 2023, regarding the above-referenced account. 
  
  ******** regrets any concern ***************************** may have experienced regarding their device purchase, and we appreciate the opportunity to respond. 
  
  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, unfortunately, we are unable to view any transactions done in-store, and customers are recommended to contact the store directly for any concerns regarding their transactions.  Rest assured ******** makes every effort to ensure our customers have a professional and courteous experience with our authorized dealers, and we take allegations of employee misconduct very seriously.  We also make every effort to provide complete and accurate information to our customers, and we apologize if any employee at the authorized dealer location failed in any way to display that during ********************************* recent visit to their local store.  ******** has taken note of this situation and will ensure to provide any necessary feedback and training.
  
  Further records reflect that ******************************* above account was activated on March 19, 2023, and currently has three voice lines ****, ****, and ****. The three lines of service are subscribed to our $25.00 Reactivation Unlimited Promotion plan.
  
  Our office had the opportunity to speak to ***************************** on May 1, 2023, and they were advised of the above information.  Additionally, our office has engaged local management and we are working on obtaining the sales receipt for further review.  Once additional information is available, we will continue to work and follow up with ***************************** to fully address their reported concerns. ******** regrets any inconvenience to *****************************, and we appreciate them taking the time to let ** know about their experience. 
  
  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 to 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below at ************.
  
  
  METRO BY T-MOBILE
  
  
  *******************************
  Executive Response

• Initial Complaint

  Date:04/24/2023

  Type:Order 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 write this to question why phone companies are allowed to suggest a phone is free and no contract when in fact if you dont stay with the company for at least 2 years, you have to pay for the phone.I recently signed up with ******** and was actually ok with the 2 year plan for the phone, however the associate then told me I had a free watch coming, which I accepted, not realizing that also was on a 2 year term. When I tried to return it a couple weeks later, I was told it wasnt allowed. On the box, it actually says a restocking fee applies when returning this product. I knew Id have to pay for the monthly service if I kept it, but I didnt realize and was not told the other stipulations, leading me to believe it wasnt included in the 2 year lock in. I dont use the watch, nor do I want it.

  Business Response

  Date: 05/08/2023

   
  
  May 8, 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 April 24, 2023, regarding the above-referenced account.   
  
  ******** regrets any concerns ******************* has regarding the above-referenced account and we appreciate the opportunity to respond.  ******** records indicate on February 27, 2023, ******************* activated the account with a voice line ending in **** and a DIGITS line of service ending in ****. ******************* qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a ******* Galaxy S23 and a ******* Galaxy Watch5 40MM. EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  ******************* was not required to remit any down payment; however, they agreed to pay for the taxes on the equipment full retail prices.  ******************* then agreed to a series of ************************** the amount of $33.34 for the ******* Galaxy S23 and the final 24th payment would be $33.17.  In addition, they agreed to a series of ************************** the amount of $13.75 per month for 24 months for the ******* Galaxy Watch5 40MM.  It should be noted, ******************* took advantage of ********s P269 2023 ******* Watch P4 promotion.  This promotion allowed customers the ability to get a Free Galaxy Watch5 40mm via Recurring Device Credits (RDC) when they purchase the watch on EIP and activate a new Data with paired DIGITs line.  Thus, as long as the DIGITs line remains active, the cost of $13.75 would be reduced to zero, each month as a bill credit.  
   
  Please note, ******** has abolished Contracts years ago, however the 2023 ******* Watch P4 promotion did have certain requirements to be met in order for the device to be free.  We regret any frustration this may have caused ******************** 
  
  It is important to note, as of the time of *************** purchases of the new devices,  ******** provided a 14 day return period which allowed ******************* to use the equipment to see if it met their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.  Regrettably, we were not able to validate that the ******* Galaxy Watch5 was returned to the retail location to cancel the line of service or return the device during the 14 days return period.  In addition, customers returning equipment may be assessed a restocking fee at the time the return is processed.  This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.********.com,   As stated in our Return Policy:
  
  ******** will gladly assist you with your Returns. You can return or exchange a Device or accessory (Device) for a refund within 14 days of the purchase or lease date of the original Device. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software, to the sales channel where you received your Device. Refunds and exchanges will be less any rebates received and shipping costs. Certain promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. You may also be required to pay a restocking fee based on the Full Retail Price (FRP) of the Device as follows: $70 for devices with a FRP of $600 or more; $40 for devices with a FRP between $300-$599; and $20 for devices with a FRP of less than $300.
  
  Based upon the above, it is our position that no restocking fee was assessed as the device was not returned. We regret any frustration this may have caused ********************   
  
  Furthermore, to amicably resolve this matter, on April 25, 2023, our office contacted ******************* and explained the aforementioned.  As a one-time courtesy from our office, we offered ******************* the opportunity to return the ******* Galaxy Watch5, to our office directly.  Upon receipt of the watch in a good working condition, we would cancel the remaining EIP balance of the ******* Galaxy Watch5 and ensure that the DIGITs line ending in **** would be canceled.  Please note, ******************* agreed to this offer as a resolution, and we have confirmed that on May 3, 2023, our office received the ******* Galaxy Watch5; thus, we have closed out the ******* Galaxy Watch5 EIP as well as ensuring the DIGITs line has been canceled that same day.  We appreciate the opportunity to resolve this matter and regret any frustration this may have caused ********************  
  
  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:04/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with metropcs since 2016, in beginning of March **** I broke my phone really bad that I can't see or read anything so I decided to purchase a new phone and I went to closest metropcs authorized dealer to where I live, that was March 6th so i walked in and I decided to purchase ******* galaxy A53 happened that they didn't have it in the store at that time I paid in full $484.64 and they told me it will take about 5 to 7 days and I left waited until 10 days pass because I didn't hear from them since the day of purchase to call them they told me that they didn't ordered it because they made a mistake in the price and I have to pay extra $68.00 ,so if they called me a day or two days later i my be would of compromised but now not that I have to pay more money but i have to wait another 5-7 days , after I hung up i called the customer service in their corporation they told me that I have to wait because they don't have it and I can't get it any sooner so I said I don't want it I want my money back, so I went and to another metropcs authorized dealer and purchased another phone ******* galaxy A23 and paid in full and with in half an hour got it and took it home, I didn't hear from them till about a month from the day of purchase it was around April 6 or 7 to tell that the they just got the the phone I can come and pick it up after I have to pay $68.00 but I already purchased another phone and after I told them that I don't want it and I want my money back, I have the receipt from them and the receipt for the new phone that I purchased from a different dealer, I don't know how to upload it but I can fax it or email it or text it to you thank you, please do something thank you.

  Business Response

  Date: 05/02/2023

   
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 19966367
  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 April 24, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *********************** may have experienced with their recent device purchase, and we appreciate the opportunity to respond.  On April 6, 2023, *********************** contacted our ************************ to report concerns about a ******* Galaxy A53 handset they had ordered in March from a Metro by T-Mobile authorized dealer location.  *********************** reported that they had been waiting over a month for the delivery of the handset, but due to the time since the order had purchased a new ******* Galaxy A23 handset from a different location and was instead seeking refund of the amount paid for the ******* Galaxy A53 handset.  
  
  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any transactions done in the store.  Metro by T-Mobile strives to provide world-class service to all our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any third-party authorized Metro by T-Mobile retail employee failed in any way to display that during ************************* recent interaction with the retail location.
  
  Upon speaking with *********************** on April 25, 2023, we discussed the above information.  We advised *********************** to contact the original point of sale to request a refund for the ******* Galaxy A53 handset.  *********************** agreed to contact the retail location for resolution of their concerns.  ******** 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 directly by calling ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response

• Initial Complaint

  Date:04/24/2023

  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.

  My month to month renewal date was on the 17th of each month. On jan 15, 2023 I called metropcs to cancel my service. I was told that they had already charged my bank account early and that they would refund my $70 in 2 to 4 days. I have a refund authorization number I was given but metropcs will not honor their authorization now. I have spoke with them and they instructed me to ask my bank to treat it as an unauthorized charge but it is not my banks responsibility to foot metropcs's financial responsibilities. I would like my refund I was told I would get. I never received any correspondence telling me they did not plan on honoring their promised refund.

  Business Response

  Date: 05/02/2023

   
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *****************;
  Your File No. 19904758
  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 April 24, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ***************** may have experienced regarding their refund request, and we appreciate the opportunity to respond.  ***************** activated the above account on December 17, 2022.  ************* billing cycle began the 17th of each month, and ended on the 16th of the following month, with payment due on the 16th of each month.  Please note, the account was enrolled in AutoPay, which is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  
  
  As the account was enrolled in AutoPay, on January 15, 2023, a payment in the amount of $70.00 was remitted, which was applied to the above-referenced account.  It is ********s position that the payment debited on January 15, 2023, was authorized.  It is important to note that our service is non-refundable, and no refunds or other compensation will be given for unused service, lost, or stolen prepaid cards, or coupons.  ***************** may visit ************************************************************************* to further review our Terms and Conditions. 
  
  On January 15, 2023, ***************** contacted our ************* to request a refund for the above payment of $70.00.  Our ************* team removed AutoPay at ************* request, and requested a refund; however, as the charges were valid, and no credit balance was applied to process the refund, the request was denied.  
  
  Regrettably, the account was canceled due to non-payment on March 17, 2023.  ***************** contacted our ************* on April 6, 2023, regarding the above refund request.  ***************** was advised the refund was declined as it was outside of our refund policy, and the account had no credit balance at that time to process a refund.  ***************** was advised they may contact their financial instituion directly to dispute the payment remitted on January 15, 2023.  
  
  To resolve ************* concerns, on April 25, 2023, ******** issued a refund in the amount of of the $70.00 for the payment that was remitted on January 15, 2023.  The refund has been issued to ***************** in the form of a paper check, and will be sent via U.S. Mail to ************* address that was confirmed with our office at that time.  ***************** can expect to receive the refund within ten business days of the date of this letter.  The above account remains canceled.  ******** 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 directly by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  **********************;
  Executive Response

• Initial Complaint

  Date:04/24/2023

  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.

  I signed up with metro by T-Mobile new store on western Ave in ******* *****. I got a new store promotion and the contract was that I had to pay my bill and after 65 days I would get a text message for a 100 dollar digital Mastercard. on the 13th of April I got my text message telling me I could claim my promotional ************************************************************************* I agreed to the terms and conditions and when it came to claiming my card it keeps telling me there was a problem processing my request. so I called the promotional department for help and they tried to claim it for me and it would not work for them either. they told me to try to claim it again after 24 hours so I tried claiming it on the 14th the 15th the 16th and then on the 17th i called back to the promotional department and they still had no answers on why I could not claim my card. I tried calling the promotional department today April 24th and evey time I call the number for there office witch is ************* and ask for an rebate agent it redirects me straight to meto by ******** themselves instead of connecting me to an agent from the promotional office and then the agent I talked to today just hung up on me for no reason and it was a supervisor how is that good customer service IT IS FRAUD TO HAVE SOMEONE ENTER A CONTRACT AND HAVE THEM UPHOLD THERE END OF THE CONTRACT AND THEN YOU NOT UPHOLD YOU END OF THE CONTRACT IN RETURN AND IN ALL REALITY I FEEL LIKE MAYBE WE SHOULD OPEN A CLASS ********* SUIT AGENST METRO BY T-MOBILE FOR FRAUD BECAUSE I AM NOT THE ONLY ONE HAVING THIS PROBLEM MY BOYFRIEND ALSO IS HAVING THE SAME EXACT PROBLEM WITH HIS CONTRACT AND AS FAR AS I CAN TELL THERE ARE THOUSANDS OF PEOPLE HAVING THESE SAME PROBLEMS WITH METRO BY T-MOBILE

  Business Response

  Date: 05/02/2023

   
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 19974470
  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 24, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ***************************** has experienced regarding our promotional offers, and we appreciate the opportunity to respond.  ***************************** activated the above account on February 6, 2023, with the mobile number ending in 8039.  The account is subscribed to our $60.00 unlimited talk, text, and data at up to 5G & 4G LTE speeds, 20GB Hotspot (capped HS), ****** One 100GB Membership, Unlimited SMS to 210+ international countries and ViX+ On Us rate plan.  At the time of activation, ***************************** elected to add our optional $10.00 *************** Bundle device protection feature.  The device protection coverage is provided by Assurant, a third-party provider.
  
  Please note, for a limited time, our Metro retail store locations offered a promotional rebate of $100.00 for new customers.  To qualify, customers activate a new line of service on a $50.00 or higher rate plan and active over 65 days.  Once qualifying customers have met the eligibility requirements, the payout will be via $100.00 digital prepaid MasterCard.
  
  ***************************** contacted ************* on April 25, 2023, regarding a text message received with instructions on how to redeem the prepaid card.  Regrettably, ***************************** stated the link did not allow them to access or redeem the $100.00 prepaid card.  To fully address ****** Beaucages concerns, our ************* team applied a one-time credit to the above account in the amount of $100.00, updating the balance owed at that time to zero. 
  
  Upon speaking with ***************************** on April 25, 2023, we provided the above information.  ***************************** accepted the one-time credit of $100.00 as resolution to their concerns.  We regret any inconvenience this may have caused *****************************.
  
  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.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response