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Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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Metro by T-Mobile has 897 locations, listed below.

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    Customer Complaints Summary

    • 4,416 total complaints in the last 3 years.
    • 1,414 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/10/2023

      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 have repeatedly had issues with this phone company adding extra charges to my bill fraudulently! My bill should be the same monthly, however when I review it the amount is increased. I call and sit on the phone monthly review bill and why theres added charges. They talk in circles and when I explain youve added services I didnt ask for they deduct. And similar findings happen each billing cycle. If I dont review my bill monthly I wouldve been paying over the actual amount. You could never set up auto pay as they make changes to your bill without you knowing it. Im tired of going in circles with them and explaining I havent approved the extras that were added to my bill. I shouldnt have to meticulously go over my bill every month to find out why it has changed its supposed to stay the same for the next 12 months and inevitably the price is always changed at an increase never a decrease and for no apparent reason.

      Business Response

      Date: 01/19/2023

      January 19, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:     ***********************
      Your File No. 18718224
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced file number.

      ******** regrets any concerns **************** has regarding ********* and we appreciate the opportunity to address this matter.  Please be advised ******** takes account security seriously; therefore, to protect our customer's privacy and personal information, ******** restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed *********************** is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting **************** regarding her correspondence to your office.  The account holder of record *** add **************** to the account by contacting ********s Customer Care, 24 hours a day at ************.  Additionally, the account holder *** have one of the authorized users on the account contact ******** at the number below to discuss this matter further.  ******** 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:01/10/2023

      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.
      I purchased from ******** 2 **** Go 2 camera's. After working with ******** for weeks trying to get the camera to work, I was told by ******** that the camera's don't work on their network in ****** and to send them back to Tmobile. I did as requested. They continued charging me for service to camera's that never worked and they have in their possession. They sent my account to collections. I called and explained the situation and they agreed it was ********'s mistake and offered to refund the $185.35 if I would pay the collection first. I do not want a negative on my credit report so that solution does not work for me. ******** is now refusing to cancel the collection on my account, saying it is against their policy even though they admit it was their mistake and I don't owe the money. I would like help having this taken off my credit and dealing with TMobile. ******************* ************ / ******************

      Business Response

      Date: 01/19/2023

      January 19, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      *******************
      Your File No. ********
      ******** Account No. *********

      To Whom It May Concern:
       
      T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced account.   

      ******** regrets any concerns **************** has regarding the account.  ******** records indicate the account was activated on May 28, 2022, and subscribed to two lines of service on our Security Camera 15GB rate plan for $25.00 per month each plus applicable taxes.  **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two **** Go 2 LTE Wi-Fi Security ************** **************** was not required to remit a down payment; however, he agreed to pay for the taxes on the full retail price.  **************** then agreed to a series of ************************** the amount of $10.42 each per month.

      From May 19, 2022 through July 20, 2022, ******** ran our 2022 **** P1 promotion wherein customers could get the **** Go 2 LTE/Wi-Fi Security Camera for $99.00 ($150.99 credit via Recurring Device Credits RDCs) when they purchase it on EIP and activate a new line on a qualifying Security Camera rate plan for use on the device.  As the account was eligible to receive our 2022 **** P1 promotion, the account began receiving RDCs in the amount of $6.30 for each of the **** associated with the **** Go 2 LTE Wi-Fi Security Cameras.

      On June 3, 2022, **************** reported issues with the **** Go 2 LTE Wi-Fi Security ************** ******** then preformed troubleshooting with **************** through June 9, 2022 on which day a return order was processed to have the two **** Go 2 LTE Wi-Fi Security Cameras returned.  The account was then placed on a seasonal suspension.  Please note the cost for a seasonal suspend is $10.00 plus tax per month plus the monthly installment for any financed equipment.  

      The two **** Go 2 LTE/Wi-Fi Security Cameras were marked as returned on June 16, 2022.  Regretfully, the account was not canceled and continued to be assessed charges for remaining active.  

      The billing statement dated June 29, 2022 was generated in the amount of $56.44 which included a past due balance of $68.00 and current credits of $11.56.  A payment in the amount of $56.44 was remitted to the account on July 27, 2022.  
      Pursuant to ******** Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation.  The account was suspended for non-payment on October 31, 2022, and canceled on November 12, 2022.  

      The final billing statement was generated in the amount of $148.28 for monthly service charges plus applicable taxes and fees.  

      Due to continued non-payment, on January 1, 2023, the account was transferred to a third-party collection agency, ******.  A collection fee in the amount of $37.07 was assessed to the account revising the account balance to $185.35.

      Upon review of the account on January 12, 2023, ******** applied credits to the account totaling $148.28 for the monthly service charges plus applicable taxes and fees.  The collection fee of $37.07 was subsequently removed on January 13, 2022 bringing the account closed with a zero balance.  In addition, ******** has requested the removal of the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated. 

      ******** spoke with **************** on January 19, 2022, and advised of the above.  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 Mr. ******* recent contact with our Customer *********** ******** regrets any inconvenience to *****************

      Based upon the above, we respectfully request that this matter 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:01/10/2023

      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'm on the Acp. ( affordable plan) for $10 a month. They keep taking $40 a month out of my checking. I have contacted Metro many times concerning this matter. But to no avail./ solution.

      Business Response

      Date: 01/18/2023


      January 18, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

      Re:      *****************************
      Your File No. 18717163
                              Metro by T-Mobile Account No: *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced account. 

      ******** regrets any concerns Ms. ******************* have experienced regarding the FCCs Affordable Connectivity Program (***).  Please be advised, after submitting for the **** customers must wait for approval from the National Verifier, and once received, qualifying customers must submit a Metro by T-Mobile *** application through their account profile at www.Metroby********.com.  Once approved, customers will receive a notification from Metro by T-Mobile stating the enrollment has been approved,and the *** discount will be applied to the account within one to two service cycles.  Please note, one *** benefit is available per household. 

      On April 25, 2022, **************** activated her Metro by T-Mobile account and has a mobile number ending in ****, which is subscribed to our $25.00 Bring your Own Device Port Promo Unlimited Talk, Text, and *************** rate plan.  **************** also has a mobile internet number ending in ****, which is subscribed to our $15.00 Tablet Unlimited SD Video rate plan.  ***************** monthly service charges are $40.00.  **************** is signed up to AutoPay, where she automatically remits payment every 30 days for services.

      On December 6, 2022, ****************** *** discount was approved.  However, on December 20, 2022,****************** account was disenrolled from the *** discount due to an issue verifying her eligibility.  ******** advised **************** to contact the National Verifier to resolve any issues with her application prior to reapplying.  As of January 16, 2023, ****************** account remains active and is currently not receiving the *** discount.  ******** regrets 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.  If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ************.


      Very truly yours,

      METRO BY T-MOBILE

      *************************
      Executive Response
    • Initial Complaint

      Date:01/10/2023

      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 11/28/2022 I walked into MetroPCS. I did not know it was called CELL POWER at the time. A customer service representative named ******* sold me a used defective phone. I came in because my son's phone stopped charging. She stated that I was not due for an upgrade yet I was a few days from the upgrade. I asked how much for a used phone. She said about $200. I never got to see a new phone. Stated that she has a IPhone 8 in new like conditions and that everything work. She stated that she wanted cash $150 I let her know that I needed a receipt she said i can ***** or Cashapp her and she will put in the cash. I let her know that I need to speak to my son and see becausewe have never purchaseda IPhone and I wasn't comfortable giving her cash. I explained I don't have cash I have card, she stated it's not in the system so she can't give me one. I let her know that I wanted to wait on my son. That's when she said I already activated the phone and she's able to give a receipt. I asked about what happens if something is wrong with the phone. She said to just give her a call and that she will exchange or credit towards a new phone. I called to let her know that phone is not working properly that if I call my son I can *******. But he can hear me. She let me know then that she can change it for a used ******** or ******** I let her know that am not accepting that. I called corporate and even went to the location on *************************************. They stated that it's against corporate policy to sell used unlocked phones. They stated that they will investigate and hold them accountable for breaking the rule. I lost I $170 that day because she stated that I wasn't going to charged an activation fee and corporate told me that authorized agents don't have that power to do that. I had to spend almost $200 for a new phone so intotal I spent about $370. I do have a receipt but I am sure that they probably exchanged it for another customers cash and used my receipt in exchange.

      Business Response

      Date: 01/21/2023


      January 21, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

      Re:      *********************************
      Your File No. 18713941
                              Metro by T-Mobile Account No: *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated December 16, 2022, regarding the above-referenced account.  

      ******** regrets any concerns ******************** experienced regarding her most recent handset purchase.  New customers are eligible to return a device or accessory (device)within 14 days of the purchase date of the original device or within 60 days of the purchase date of a ******** 5G Gateway.  Customers may return the device with their receipt,in its package, with all contents, undamaged and in good working condition,with no material alterations to the devices hardware or software. Returns must be made at the store where the device was purchased - All returns must be made for reasons outside of warranty issues.

      It is important to note that refunds will be less any rebates received and shipping costs. Certain promotional offers may require customers to return all items received with your Device and could cause them to become ineligible for any promotional discounts. There are no returns, refunds,or credits for prepaid service fees, monthly service, application download,add-ons and other fees. Customers are welcome to review our return policy online at **********************************************************************.

      Existing customers performing an upgrade on an existing line or new customers outside of the return period are covered by the limited warranty for one year from the date of purchase.  Metro by T-Mobiles warranty options, are posted in stores and found at www.metrobyt-mobile.com.  

      Please be advised that 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 completed in-store and we must request that ******************** work with the retail location directly to address her concerns.  ******** regrets any inconvenience to *******************, and we appreciate her business. 

      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 toll free at ************.


      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 01/23/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. He doesnt know what goes on in those authorized dealer stores. My bank did a dispute and the store did not fight the charge. Also it was the employee's phone according to the owner. I never received the phone in the box and it wasn't a working phone. I went to the store and give them the phone. No money was exchanged but I received my money from the bank. Thank you to BBB your truly awesome. 

      Sincerely,

      *******************************
    • Initial Complaint

      Date:01/09/2023

      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 was scammed during a the purchase of a phone in witch falsely advanced in price and also was charged for items I never asked for and also didn't receive at all. Rep didn't want to give me receipt but requested it a few time until I was given the phone and was told all sales are final and nonrefundable so I was charged for items I didn't receive from them

      Business Response

      Date: 01/21/2023

      January 21, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      *************************
      Your File No. 18713441
      Metro by T-Mobile Account No. *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 10, 2023, regarding the above-referenced account.  

      ******** regrets any concerns ******************** experienced regarding his recent handset purchase.  We appreciate the opportunity to response to these concerns.

      On January 9, 2023, ******************** upgraded to a ******* Galaxy A03s handset for use on the voice line ending in 8586.  Please note, Metro by T-Mobile provides a 14-day return period for new activations, allowing them to use the handset to see if it meets their needs.  However, pursuant to the Terms and Conditions of Service, upgrades are not eligible for a return or a refund, and are considered a final transaction.  However, such devices may be covered by the one-year limited warranty provided by the manufacturer.  

      As ************************ upgrade did not accompany the activation of a new line of service, the ******* Galaxy A03s is not eligible to be returned for a refund.  Please note, all details regarding the return policy can be located at ********************************************************************; We regret any inconvenience this may have caused.

      Please be advised our Metro by T-Mobile stores are independently owned and operated and Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions done in store.  As such, customers are required to contact the store directly for assistance with any purchases made in a Metro by T-Mobile store.

      On January 12, 2023, our office submitted feedback to the retail location in question regarding ************************ recent experience.  That same day, we contacted ******************** and apprised him of the above information.  We respectfully request that ******************** contact the retail store where the purchase was completed to discuss this matter.  ******** 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.  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:01/09/2023

      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.
      Ive contacted ******** on several occasions and Id like results. I have a network issue. While having Wi-fi on I still have little to no internet. My apps do not work they state I need internet no matter where I go. This is crazy I have contacted them everyday this started January 2nd 2023. On one occasion I was told I needed to switch my *** card. The associate over the phone turned off my phone so I had no service for 5 hours.( I have a toddler who needed to be picked up by babysitter and I had to be at work.) while I was in my lunch I had to go to ******** and change the *** card which was 4 days from today and still no change. There is no reason I should have to keep doing trouble shooting at all. I have no insurance but again I went into the ********* store he saw no physical issue. So this is on the company or manufacturer not me. I have a toddler I need hotspot I. My vehicle while driving.

      Business Response

      Date: 01/21/2023

       
      January 21, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:     ***************************
      Your File No. ********
      ******** Account No. *********
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 9, 2023, regarding the above-referenced account. Please be advised we have made attempts to contact **************, which have proven unsuccessful. As such, ******** will make every effort to address ************** concerns within this letter. 

      ******** regrets to hear of **************** coverage concerns and appreciates the opportunity to respond. Our records reflect that on October 30, 2019. ************* activated ******** service. Currently, she has one voice line of service ending in **** subscribed to our Magenta plan for $75.00. She also has subscribed to our Digits Apple Watch 500mb plan for $10.00 on the line ending in ****. Please note that ************** also enrolled in AutoPay which provides a $5.00 bill credit per qualifying line. 

      In ************** letter to your office, she indicates she is not able to use service with her handset in or around her home. We regret any coverage issues ************** 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

      ******** is always working to improve its coverage, and we regret any service issues ************** *** have experienced. Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates 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, confirms her account address is in a good coverage area. However, there have been known issues affecting the coverage in the area since December 23, 2022. ************** contacted her ************* team on January 2, 2023 and was advised of known issues in the area. On January 16, 2023, ************* contacted her ************* team and was advised the known issue is still active and we are currently awaiting parts for the tower to resolve the issue and that currently there is no estimated resolution time. As a courtesy, ************** was provided and adjustment of $20.00 updating her balance to a credit balance of $20.00 due on January 27, 2023.

      As a gesture of good faith, on January 19, 2023, an additional adjustment of $70.00 was applied to ************** account. The account remains active with a credit balance of $90.00. 

      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 ************* team.

      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:01/09/2023

      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.
      It's with my phone I'm trying to understand if cell phone companies recycle phone numbers because I keep getting random calls from people and businesses. I'm also annoyed with the fact that you asked the person calling not to call no more. This is to all cell phone companies if they do it needs to stop! I don't want no number another person had and people who knows that person may think he/she still have the phone. When selling phones no matter if it's a new from the factory or a trade in, the phone you should be able to get a brand new number. Now with a trade in the phone should be factory reset

      Business Response

      Date: 01/20/2023

      January 20, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

      Re:       *******************************
                  Your File No. 18712209
                              Metro by T-Mobile Account No: *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 9, 2023, regarding the above-referenced account. 

      ******** regrets to hear of Mr. ********* concerns related to receiving contacts from third parties for the previous owner of his assigned mobile number ending in ****, and we appreciate the opportunity to respond.  

      ******** regrets any unwanted calls ******************** may have received, and hopes that the information below will assist him in preventing the receipt of future unwanted calls.Please be advised, the *** has adopted number production rules, known as the North American Numbering Plan, with the purpose of extending the life of the 10-digit numbering system and preventing the premature exhaustion of numbers in an area code. ******** strictly adheres to the rules surrounding number assignment.Regrettably, with the recycling of numbers, it may be possible to receive calls,text messages, or short code notifications sent to the device for a previous customer if they have not updated their contact information.

      On January 11, 2023,during our conversation with ********************, we confirmed that he is receiving contacts from third parties for the previous owner of his phone number.  ******** is willing to change Mr. ********* phone number, at no cost to him; however, it should be advised that he may receive a recycled number again.  However, ******************* declined our offer.  Should ******************* wish to accept our offer, he may contact our office directly.  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:01/09/2023

      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 bought a watch and battery was defective. I was told to return it for buyers remorse and the manager would waive to connection fee. The manager refused. The battery was defective on the 2nd, and I was told by tec support ****** return for buyers remorse. When I called a different store I was told they lied to me and I could only do a warranty return. I called again and was told they could only do a warranty return with tech support. I was told by tech support that the would call me back 2 days in a row and they never called.

      Business Response

      Date: 01/24/2023


      January 24, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****, ** *****

                  *********************************** Hohler         
                              ******** Account Holder:*********************************
                              Your File No. 18711591
                              ******** Account No. *********

      To Whom It May Concern:

      T-Mobile USA, Inc.(********) is in receipt of your correspondence dated January 9, 2023,regarding the above-referenced account.  Please be advised that ********************************* is the account holder of record and we confirmed he and ************************* are one and the same.

      ******** regrets Mr.******* concerns regarding his recent Watch purchase and we appreciate the opportunity to address his concerns.  ******** records reflect that **************** activated a Mobile Internet line (MI) ending in **** on January 2, 2023, which was subscribed to a ******** Data with paired DIGITS taxes inclusive rate plan for $15.00 per month.  **************** also qualified for and took advantage of ********s Equipment Installment Plan (EIP) on January 2, 2023,with the purchase of a ******* Galaxy Watch 5 40mm Gray for a total purchase price of $329.99, which required a down payment in the amount of $50.00 and he agreed to ************************** the amount of $11.67.  However, this device indicates that it was returned on January 7, 2023, and the line ending in **** was canceled on January 10, 2023. 

      **************** activated an additional MI line ending in **** on January 7, 2023, which is currently subscribed to a ******** Data with paired DIGITS taxes inclusive rate plan for $15.00.  **************** also qualified for and took advantage of ********s EIP on January 7, 2023, with the purchase of a ******* Galaxy Watch 5 40mm Gray accessory for a total purchase price of $329.99, which did not require a down payment and he agreed to ************************** the amount of $13.75.  However, this device also indicates that it was returned on January 13,2023, and the MI line ending **** is pending cancellation at the end of the current billing cycle, February 10, 2023. 

      Please be advised that the Device Connection Charge (DCC) is a one-time charge of $35.00 (plus tax) charge for connecting a new device to the ******** network, and this charge is applied when activating or upgrading a device.  The DCC applies to each device activated or upgraded in any channel and the DCC is paid upfront at the time of activation.  The DCC is not able to be billed to the account.  Additionally, as of the time of Mr. ******* purchase of new equipment, ******** provided a 14-day return period, which allowed him to use the equipment to see if it met his 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 which has been successfully completed.  Our records confirm both Watches that **************** purchased on our EIP have been returned during the return period.  

      Our records further reflect that goodwill credits totaling $110.00 were issued to the account on January 6,2023, and January 7, 2023, which covered both $35.00 DCC charges for the returned Watches.  As of January 24, 2023, the account remains active with four voice lines of service, the MI line ending in **** is set to cancel on February 10, 2023, and the reduced balance is now $47.35, which is scheduled to be paid via AutoPay on February 1, 2023.  

      If **************** would like to purchase another model Watch, he may opt to start a new EIP and may call **************** to speak with ************** dial 611 from his ******** handset, he may opt to upgrade online at www.********.com,from the ******** app in his handset, or he may visit a ******** retail location.  ******** regrets any inconvenience to *****************    

      Based on the foregoing, we respectfully request this complaint against ******** be closed.

      Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.


      Very truly yours,

      T-MOBILE USA,INC.


      ***************************
      Executive Response
    • Initial Complaint

      Date:01/09/2023

      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 wife and I purchased unlocked ****** pixel 6 phones from the ****** store so that if we choose, we can change cellular carrier networks. We recently made the choice to switch to xfinity mobile. We got new cards from the new carrier but were unable to complete the process of port our number to the new carrier for use with our unlocked phones. I have contacted ******** numerous time to resolve the issue to no avail. We have followed their instructions to the * in order to resolve the issue but it has not. during the ordeal, my account has been charged for another month's service and by the admission of ******** support and verified through their site that the phones are still locked. when we attempted to port our numbers we went to a physical Xfinity store for assistance and they said that they cannot port the numbers because the numbers and the devices are still locked. After weeks of back and forth and trying everything we were instructed to do, including factory resetting the phones, I asked that they replace the devices and refund me that additional month's service. they have refused my request even though it is their system prevent my free movement to use my devices on a new network.

      Business Response

      Date: 01/23/2023

       
      January 23, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:      **********************;
      Your File No. ********
      ******** Account No. *********
       
      To Whom It May Concern:
       
      T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 9, 2023, regarding the above-referenced account.  Please be advised we have made attempts to contact ********************, which have proven unsuccessful.  As such, ******** will make every effort to address Mr. ********* concerns within this letter.

      ******** regrets any concerns ******************** has experienced regarding his recent Mobile ************* (***) request, and we appreciate the opportunity to respond.  ******** records reflect the account was activated on August 29, 2015, and has two voice lines of service subscribed to our ONE Plan rate plan at $130.00 per moth including taxes and fees.  Please note, the account is enrolled in AutoPay, which automatically deducts the balance owed on the account two 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. With continued enrollment in AutoPay, the account receives a $5.00 monthly AutoPay discount per paid line of service.

      Please be advised that Mobile Device Unlocks (***) are available for those devices that meet our eligibility requirements.  Information regarding ********s eligibility requirements can be located at *********************************************************************************; ******** has reviewed the handsets in question, which are ****** Pixel 6 handsets bearing ******************** Equipment Identifier (IMEI) ending in **** and ****; however, we are unable to provide the *** for these devices, as they are not locked by ********.  ******************** can contact the manufacturer of the device ****** for more information regarding the unlock of the ****** Pixel handsets, including steps to use his handset with another service provider.  

      A Temporary Port-Out PIN (****) is used by customers who wish to port out from ********. ****s are a temporary PIN which customers can request via www.My********.com or the ******** app. If customers are unable to receive a **** via those channels, they *** contact ******** directly for assistance by calling ******** at toll-free at **************. It should be noted that a **** can be used to port out any mobile number on an account, and it is valid for seven days upon generation. Once customers have received a **** from ********, they must provide the **** to their new provider as well as any additional account information that *** be necessary for porting their number.

      ******** records reflect ******************** initiated a port out request on December 20, 2022.  Please note, on January 7, 2023, ************* recommended that ******************** contact the manufacturer of his device for further instructions and/or replacement options for the handsets in question.  ************* has also informed ******************** that he does not have to have his devices unlocked to port his number to a different carrier and he *** speak with his new carrier regarding options available to him regarding obtaining new devices.  ******** has confirmed the port out request is still pending and there are no blocks or restrictions preventing ******************** from porting out his numbers.  

      Based on the information above, it is ********s position that ******************** devices are not locked by ********, and therefore, we respectfully decline Mr. ********* request for compensation or replacement devices.  ******** regrets any inconvenience to *********************

      Based upon the above, we respectfully request that this matter 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:01/09/2023

      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 purchased a plan on the 5 of Jan. *** sim card is defective so my service is not working properly my cell phone is not working as one should.

      Business Response

      Date: 01/20/2023

      January 20, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

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

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 9, 2023, regarding the above-referenced account.  

      ******** regrets any concerns ************** has with his Bring Your Own Device (BYOD) Android handset on his existing line ending in 5962.  We appreciate the opportunity to respond.

      While an unlocked Android device from another carrier should work on the Metro by T-Mobile network, we are unable to guarantee the full functionality of the device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked Android will work on our network, however, certain advanced features may work sporadically or not at all.

      For customers with non-Metro by T-Mobile devices who experience issues with their device, ********************** does attempt basic troubleshooting, however, it should be noted that our troubleshooting capabilities with non-Metro by T-Mobile devices is limited. Once our troubleshooting options are exhausted, Metro by T-Mobile refers customers with non-Metro by T-Mobile devices to the manufacturer of their device.  Due to the limited resources we have with respect to non-Metro by T-Mobile devices, we recommend ************** contact the manufacturer of his non-Metro by T-Mobile device for further assistance regarding this matter.

      During our January 10, 2022, conversation with **************,we provided the information outlined above.  Due to ************** indicating that his issues may be related to his Metro by
      ******** SIM card, we suggested that he visit one of our local Metro by T-Mobile authorized dealer location to rule out any issues with his SIM card.  We regret any inconvenience to
      ***************

      Based on the foregoing, we respectfully request that this complaint against ******** be closed.

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

      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 01/20/2023

       
      Complaint: 18701744

      I am rejecting this response because:

      Sincerely,

      *************************

       

      NEED I SAY MORE!!!!

      Customer Answer

      Date: 01/26/2023

      I am not getting the service I have paid for. I do not have connection to most of my services.  ******* no hot spot unable to make calls no mms or text messages.  I've filed complaint with the fcc and ftc.

      Business Response

      Date: 02/03/2023


      February 3, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

      Re:      *************************
      Your File No. 18701744
                              Metro by T-Mobile Account No: *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 26, 2023, regarding the above-referenced account.  

      ******** regrets any continued concerns ************** has with his Bring Your Own Device (BYOD) Android handset on his existing line ending in ****.  We appreciate the opportunity to respond once again.

      While an unlocked Android device from another carrier should work on the Metro by T-Mobile network, we are unable to guarantee the full functionality of the device based on certain hardware or software incompatibilities between carriers.  Historically,the basic functions of the unlocked Android will work on our network, however,certain advanced features may work sporadically or not at all.

      For customers with non-Metro by T-Mobile devices who experience issues with their device, ********************** does attempt basic troubleshooting, however, it should be noted that our troubleshooting capabilities with non-Metro by T-Mobile devices is limited.  Once our troubleshooting options are exhausted, Metro by T-Mobile refers customers with non-Metro by T-Mobile devices to the manufacturer of their device.  Due to the limited resources, we have with respect to non-Metro by T-Mobile devices we recommend ************** contact the manufacturer of his non-Metro by T-Mobile device for further assistance regarding this matter.

      During our January 25, 2023, conversation with **************,we provided the information outlined above.  It should be noted that on January 31, 2023,************** successfully ported-out his phone number ending in **** to another service provider which resulted in the cancellation of his account number ending in ****.  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 toll free at ************.


      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 02/03/2023

       
      Complaint: 18701744

      I am rejecting this response because:

      Sincerely,

      *************************

      I had to go to another provider because I need a working device as I currently do now with my current provider not having

      ANY ISSUES PERIOD. 

      METRO dose not or will not assume any responsibility for any of their poor management, customer service or cell phone carrier services.  I can provide an unlimited amount  of pictures of my phone and the prompts that were shown that I did not or could not use my device due to connectivity. I'm not sure why but this site will not upload any pictures of my issues period. Provide an email address and I am able to send countless photos.

      As metro has received from me.

      Funny how this business is in business. i am very satisfied with my new carrier. Thanks metro.

       

      Business Response

      Date: 02/10/2023

      February 10, 2023

      FILED ELECTRONICALLY

      Better Business Bureau 
      12639 *************, Ste 200
      *****, ** *****

      Re:*************************
      Your File No. 18701744
      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 February 8, 2023, regarding the above-referenced account.  

      ******** regrets any continued concerns ************** has experienced.  As noted in our previous responses, unlocked Android devices from other carriers may not have the full functionality of the device due to hardware or software incompatibilities between carriers.  Please note that we encourage customers to purchase devices through Metro by T-Mobile or our authorized dealers, and while we allow customers to bring their own device, we cannot guarantee compatibility of the device.  Nevertheless, we sincerely apologize for any inconvenience ************** experienced when using a non-******** device on our network.

      A review of our records indicates that ************** account was cancelled on January 31, 2023, when he ported his phone number ending in **** to another service provider.  

      During our February 9, 2023, conversation with **************, we apologized for any issues he encountered while attempting to utilize his non-******** Android device.  In an effort to amicably resolve this matter, we offered to issue a refund check in the amount of $50.00 to reimburse ************** for his service payment on January 5, 2023.  Regrettably, ************** declined our refund offer.  If ************** has any further questions or concerns, he may contact Metro by T-Mobile at ************.  We regret any inconvenience to ***************

      Based on the foregoing, we respectfully request that this complaint against ******** be closed.

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

      Very truly yours,

      METRO BY T-MOBILE

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

      Customer Answer

      Date: 02/15/2023

       
      Complaint: 18701744

      I am rejecting this response because:
      I was not offered any refund. 
      Sincerely,

      *************************

      Business Response

      Date: 02/24/2023

      February 24, 2023

      FILED ELECTRONICALLY

      Better Business Bureau
      12639 *************, Ste 200
      *****,** *****

      Re:      *************************
      Your File No. 18701744
                              Metro by T-Mobile Account No: *********

      To Whom It May Concern:

      Metro by T-Mobile is a brand operated under ******** USA,Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated February 15, 2023, regarding the above-referenced account.  

      ******** regrets any continued concerns ************** has experienced.  As noted in our previous response our records reflect that ************** submitted a $50.00 service payment to his account on January 5, 2023.  In an effort to amicably resolve this matter, we have processed a request to send ************* a $50.00 refund check to reimburse him for his previous service payment.  ************** refund check will be sent via U.S. Mail to his address of record, and he can expect its delivery within ten to fourteen business days from the date of this letter.  We regret any inconvenience to **************.

      Based on the foregoing, we respectfully request that this complaint against ******** be closed.

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


      Very truly yours,

      METRO BY T-MOBILE

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

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