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 - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

• 

  Metro By T-Mobile

  PO Box 601119 Dallas, TX 75360-1119

• 

  Metro By T-Mobile - Allen

  190 E Stacy Rd Ste 404 Allen, TX 75002-8738

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: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.

  Since October 2022, I have not had data or phone services that I had for 2 years prior. I call 611 only to be told what they think I want to hear. It's on a work order. Or tell me they fixed from their end. Shut phone off and turn back on to set it. It will be good then. It has not been better, I've been hung up on several times. And they must all be supervisors. You ask for one, they say they are Supervisor. I want my phone to work! That's all. I feel they are miss informing people, and false advertisement on a service they say is covered and its not. I have to drive 40 minutes to a metro by t mobile now. They closed one in ******* **. I cant get there to up grade my phone, and can't be done over phone or online. They are falsely advertising there buisness. Pretty much alot of low income people depend on them. And now there are gone from ******* **. I just want my phone to work. I've lost jobs miss appointments due to all this. I have three lines. Mine is only one that doesn't work.

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re: *********************
        Your File No. 18707274
        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 hearing of Ms. ******* concerns regarding her device.  Our records reflect **************** activated service with ******** on July 3, 2020.  On June 2, 2022, **************** activated a new line of service with phone number ending in **** and is currently using a ******* Galaxy A13 device that she purchased upon activation.   
  
  Please note, Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date.  If the device doesn't work properly when customers receive it or stops functioning for any reason covered by the warranty, bring their device to a ********************** store or authorized dealer.  If the problem is deemed to be in warranty, a $20.00 warranty exchange fee will be charged and a replacement phone will be ordered for them, which can take up to three to five days.  When the replacement phone arrives at the store, it will be held for 14 days for them to come back to the store and make the exchange.  After the fourteenth day, the replacement phone will be sent back.  When customers pick up the replacement phone, their defective device must be returned to the same Metro location in the same condition it was in when the replacement was ordered.
  
  In all cases, customers can also contact the cell phone manufacturer directly to arrange for a warranty exchange.  Do not ship the mobile phone to Metro as this will delay the exchange process.  Warranty exchange fees are subject to change.  All warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturers warranty.  Metro warranty replacement phones are not guaranteed to be new, nor are they guaranteed to receive the same model or color.  If the exact model is not available, replacement will be a similar kind and quality.  Color, features, and accessory compatibility are not guaranteed.
  
  
  On January 17, 2023, during our conversation with ****************, we provided the above information and offered to have a replacement device shipped to her or she can take her handset into her local warranty center to have it inspected.  **************** agreed to take her handset to her local warranty center.  We informed **************** should she require further assistance with this matter, she can contact our office directly at the number listed below.  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
  
  

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18707274
  
  I am rejecting this response because: it has not been resolved. I can not always drive for 45 minutes to nearest Metro by T mobile. It is an inconvience. I have been offered a replacement phone, for 3 months of nothing but problems with my phone. I paid for service I was not provided. I wanted an up grade on phone. But again a 45 minute drive. Can't do it online.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/30/2023

   
  
  January 30, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:*********************
  Your File No. 18707274
  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 rebuttal dated January 26, 2023, regarding the above-referenced account.  Please be advised we have made additional attempts to contact ****************, which have proven unsuccessful.  As such, ******** will make every effort to address Ms. ******* concerns within this letter.  
  
  ******** regrets hearing of Ms. ******* continued concerns regarding her device, and we appreciate the opportunity to respond.  As mentioned in our previous response to your office, on January 17, 2023, during our conversation with ****************, we offered to have a replacement device shipped to her, or as an alternative, we advised **************** she can take her handset into her local warranty center to have it inspected.  **************** agreed to take her handset to her local warranty center.  
  
  Please note, Metro by T-Mobile provides a warranty on devices for up to 12 months from the initial purchase date.  If the device doesn't work properly when customers receive it or if stops
  functioning for any reason covered by the warranty, they can bring their device to a ********************** store or authorized dealer.  If the problem is deemed to be in warranty, a $20.00 warranty exchange fee will be charged and a replacement phone will be ordered for them, which can take up to three to five days. When the replacement phone arrives at the store, it will be held for 14 days for them
  to come back to the store and make the exchange.  After the 14th day, the replacement
  phone will be sent back.  When customers pick up the replacement phone, their defective device
  must be returned to the same Metro location in the same condition it was in when the
  replacement was ordered.
  
  In all cases, customers can also contact the cell phone manufacturer directly to arrange for a
  warranty exchange.  Please note, warranty exchange fees are subject to change. All warranty options exclude exchanged phones that show signs of physical or liquid damage or that are no longer within the manufacturers warranty. Metro warranty replacement phones are not guaranteed to be new, nor are they guaranteed to receive the same model or color. If the exact model is not available, the replacement will be of a similar kind and quality.  Color, features, and accessory compatibility are not guaranteed.
  
  **************** indicated in her most recent correspondence that she would like a replacement device mailed to her instead of returning to a Metro by T-Mobile service and repair retailer.  To resolve this matter, our office has agreed to honor Ms. ******* request.  However, as we have not been able to reach ****************, and we have not heard back from her, we invite her to contact our office directly, so we can assist with mailing her a replacement device that is the same make or model or comparable to her current device.  We regret any inconvenience to **************** and look forward to speaking with her soon and resolving her concerns.
  
  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:01/08/2023

  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.

  For the past 11 months ******** has charged me an extra $30 a month and they won't resolve the issue and they just say oh well we'll turn it off and that's supposed to fix it you'll save $30 a month this way well I was never supposed to be charged that $30 to begin with

  Business Response

  Date: 01/20/2023

   
  January 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *************************
  Your File No. 18706865
  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 8, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns **************** may have experienced regarding her account billing and we appreciate the opportunity to respond.  Our records reflect Ms. ******* account was activated on July 17, 2018, and currently has four voice lines ending in ****, ****, ****, and ****, subscribed to the 4 x $120 *** LTE w/15GB Promo rate plan at the cost of $120.00 per month.  We confirmed **************** contacted our ************* team on January 8, 2023, to cancel a line ending in **** and indicated that she was billed for this line of service for 11 months without her knowledge.  
  
  On January 19, 2023, we contacted **************** to discuss her concerns and confirmed the that disputed line was cancelled.  At that time, we recommended that **************** review her billing statements monthly to ensure that she is billing correctly.  Although we did not receive any prior notice to cancel service on the referenced phone line, as a gesture of goodwill, we offered to apply a non-refundable credit to the account in the amount of $330.00.  This credit equals the $30.00 monthly charge that was billed for the line ending in **** for 11 months, which **************** accepted as a resolution to her concerns.  With this credit, the account reflects a credit balance of $221.20 and which will be applied to the next months billing statements until the credit balance is depleted.  ******** 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 ************
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

• Initial Complaint

  Date:01/08/2023

  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 cancelled two of my three wireless ******** lines in mid October 2022. They told me they will cancel it 1 November to *** the billing cycle complete. I understood and agree. I was charged for three lines in November and December bills. The monthy charges for the wireless is charges in advance and clearly stated in the bill. For example, in the November bill it is stated the $140 charges is for 2 Nombember to 30 November. Similarly for December. I called support and it was frustating talking to them. Call multiple times without them accepting my dispute claim. The kept on saying they will only give credit for December because the bill showing charges for the previous months. This is true except for the fixed monthly charges which is charged in advance. In the end they said they will give credit but I just saw they give partial refund for December. This is worse! They are clearly stealing money.

  Business Response

  Date: 01/18/2023

   
  January 18, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:     ******************* Bin *****************
  Your File No. 18704389
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 8, 2023, regarding the above-referenced file number. 
  
  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 ******************* Bin ***************** is not an authorized user on the account which is associated with the mobile number provided. Nevertheless, our office is pleased to report we were able to contact the account holder and address any concerns they had. 
  
  The account holder of record *** add ******************* Bin ***************** to the account by contacting ********s Customer Care, 24 hours a day at ************. ******** regrets any inconvenience to ******************* Bin *****************.
  
  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:01/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I waited on hold 25 minutes at least 15 of those 25 minutes if not longer was for a supervisor that never came to the phone and the reason why I had to ask for a supervisor was because the customer service person could not comprehend what I was trying to accomplish. I need to have a talk about this monthly bill to make sure that it isn't double paid and I couldn't get a simple answer out of customer service.

  Business Response

  Date: 01/19/2023

  
  January 19, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              Re:     ***************************
                          Your File No. 18701820
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated January 7, 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 Ms. ******* concerns within this letter.
  
  ******** records indicate the account was activated on November 8, 2021.  The account is subscribed to the Essentials 55+ rate plan for $40.00 per month for one line of service.  On November 19, 2021, **************** activated a DIGITS line ending in **** which is subscribed to the DIGITS Apple Watch rate of $15.00 per month.  Additionally, the account is enrolled in AutoPay and receives a monthly discount $5.00 per line of service.  Please note, Ms.******** account is currently active with a zero balance due on January 20,2023.
  
  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 Ms. ******* recent contact with **************
  
  Regretfully, with the information available, ******** is unable to discern the specifics of Ms. ******* dispute of her billing.  ******** would like the opportunity to speak with **************** and work toward an amicable resolution.  We request **************** contact our office directly at the number below to discuss this matter.
  
  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:01/06/2023

  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 have spoken to numerous representative regarding unlocking my 2 iphones as promised. Even got a called back by a corporate supervisor ID ******** on 1/2/23assuring me that since I was promised this by customer service rep early December he would fulfil the promise even though they normally do not unlock phones before the 180 days. He said he would address it himself and to give him until the following **** t o unlock all phone and I would receive a follow up email with all steps I needed to take. I called MetroPCS on 2/4/23 to inform them I did not get email and check if phones were unlocked and was advise to wait 24-72hrs phones by supervisor ***** ******. Then today ****** ***** * Escalated to tech team Ticket#INC ******* and Ticket # INC1565947. She says she also sees all the notes but does not understand why it hasnt been done yet as she sees all the note on there that say it would be done but it was not. Since she is unable to do it at customer service can not do it. I have spent countless hours explaining to metro pcs since the hurricane the service has been horrible. I have already done all troubleshooting, towers have been switch numerous occasions. I want to port my phones to tmobile. I want to be able to use my phone when outside of my phone without all the drop calls, be able to communicate with my children and just the phone without having to call to troubleshoot every single week without any positive outcome. Please expedite this as the safety of my children is my top priority, please. Contact me as soon as phones have been unlocked (iphone 11 and iphone 13) please. I kindly ask that you unlock my phones and please take all the time and effort I have already put into trying to get this resolved. As stated before not only did a **************** promised this early December but the supervisor from corporate contacted me after my FCC complaint and still nothing was done as promised.I kindly implore you contact me with ************ out pin for all 5 phones (including the 2 iphones). Thank you!

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:       *************************
              Your File No. 18699894
                          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 6, 2023, regarding the above-referenced account. 
  
  ******** regrets any concerns **************** may have experienced with her Mobile ************* (***)request, and we appreciate the opportunity to respond. Please be advised that ***s are available for those devices that meet our eligibility requirements mentioned below:
  
             The device must be purchased from Metro by T-Mobile.
             The device must not be reported as lost, stolen, or blocked.
             One hundred eighty (180) days must have passed since the devices activation date.
  
  Additional information can be found at ******************************************************************************************.
  
  We regret that our coverage in Ms. ******* home service area is not meeting her wireless communication needs or expectations.  Please note,******** is always working to improve its coverage. Although the coverage map at www.metrobyt-mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice.  In addition, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain, and weather. We confirmed Ms. ******* home address resides in a good coverage area.  Please note,our review of the cell site serving *********************** home location shows the cell site is working as intended. 
  
  Our records indicate that **************** has five (5) active lines with ********.  Additionally, only two lines which end in **** and **** met ********s 180-day policy to be unlocked.  On January 3, 2023, during our conversation with **************** *****, we provided the information outlined above.  At that time, we agreed to unlock all five devices.  On January 3, 2022, we unlocked all five of Ms. ******* devices, as a courtesy, and we sent her an email with instructions on how to finalize the *** in the Settings section of all five devices.
  
  On January 9, 2023, during our follow-up conversation with **************** *****, we reiterated the preceding information.  Additionally, we assisted **************** ***** with utilizing our MyMetro application to generate a Port Out PIN (POP,) which is needed to port out her telephone numbers to another service provider.  Should **************** require further assistance with this matter, we invited her to contact our office at the undersigned below.  We regret any inconvenience to ***************** 
  
  We appreciate **************** taking time to provide details of her experience with our Metro by T-Mobile ************* department.  We value customer feedback.  Please be assured that the quality of service provided to our customers is of our utmost priority.
  
  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: 01/19/2023

   
  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.
  Thank you ***** for the courtesy of unlocking all phones.

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

• Initial Complaint

  Date:01/06/2023

  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 went to a metro-by ******** store to buy a phone and service and they charged me $200.00 for something that should have been $30.00 Just like as if you went to the website (which is broken) and when i got home i saw that they charged me $200.00 so i called Metro ************) and they said I'd would have to contact pay pal to get the charge reversed. Also they said that I would be eligible for a $250.00 rebate for my phone which i doubt I'll ever see unless you can do something about that. So I guess it's possible that I could get a total of $420.00 but I'll be happy with getting either the whole amount or about $170.00 back.. Thanks!

  Business Response

  Date: 01/19/2023

  
  January 19, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *********************************
  Your File No. 18699024
                          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 *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 6, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ********************** experienced with his equipment purchase and we appreciate the opportunity to respond.  On January 4, 2023, ********************** activated his Metro by T-Mobile with his mobile number ending in **** and purchased a Moto g 5G device for use on his mobile number.  As per our return policy available at **************************************************************************************************** stores will gladly assist with a device return.  Customers *** return a Device or accessory (Device) within 14 days of the purchase date of the original Device.  Please note, returns must be made at the store where the device was purchased, and all returns must be made for reasons outside of warranty issues.
  Mr. ********** device also comes with a one-year warranty, which covers all mechanical and electrical problems, except those related to abuse or tampering.  If customers report potential problems with the handset and troubleshooting does not resolve the problem, they are able to visit a Metro by T-Mobile location or warranty exchange center for repair options.  Please note there is no exchange fee charged at the store; however, customers are assessed a Device Change Fee of $20.00 plus applicable taxes and fees.
  
  Please be advised our Metro by T-Mobile stores are independenrtly owned and operated and Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions done in store and customers are required to contact the store directly for assistance with any purchases made in a Metro by T-Mobile store.  It should be further noted that ************* is not able to process refunds for transactions that took place in a Metro by T-Mobile store.  Please note,on January 11, 2023, our offices submitted feedback to the retail location regarding his recent experience.  We regret any frustration this *** have caused **********************
  
  Additionally, ******** regrets any concerns ********************** experienced when visiting ************************************************* when attempting to activate service online.  Please note, on January 11, 2023, our offices submitted a trouble ticket to our support team to investigate the troubles that ********************** reported and are working diligently to resolve any issues that *** have affected his ability to use our website.
  
  On January 11, 2023, our offices contacted ********************** via email and advised of the above information.  ******** regrets any inconvenience to ***********************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers *** 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:01/06/2023

  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.

  Hi I filed a complaint a couple days ago against MetroPCS regarding my daughter phone service and I received a call from a ******** from the executive response team regarding the issue and the conversation wasnt going well so I asked for a supervisor she asked for my number for a supervisor to call me back then all of the sudden my phone was turned off yesterday and when I called MetroPCS today when I noticed my phone was off they had no idea why it was turned off I explained that ******** from executive team turned my phone off and I need to speak with her supervisor but the guy who turned my phone back on today said theres no need to talk to her supervisor regarding this because he turned it back on so I asked for a supervisor again and he just said have a good day and thats unacceptable I have a disabled 9 year old and I need my phone for his doctors and medical supply company to reach me and to reach them I received a email from the board of education stating they called this morning but my service wasnt on so I missed a important call regarding my daughter this needs to stop this is a prime example of abuse of power and something needs to be done!

  Business Response

  Date: 01/19/2023

  January 19, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re: ***********************
  Your File No. 18696783
  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 6, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ************ may have experienced, and we appreciate the opportunity to respond.  Our records reflect on January 4, 2023, ************ contacted our ************************ regarding a missing payment which was intended for a different Metro by T-Mobile account.  Based in the payment information she provided, the matter was forwarded to our payment team to have the matter investigated.
  
  On January 5, 2022, during our conversation with ************ she requested to speak with a supervisor.  As such, we informed her ************ would receive a call back from a supervisor pursuant to her request.  Additionally, after our conversation with ************, our payment team transferred the missing payment to the appropriate account, a Metro by T-Mobile account ending in 4974.  As a result of the payment transfer, ************** services were suspended for non-payment.  We apologize for any inconvenience this may have caused.  However, our office did not manually suspend ************** above-referenced account.
  
  On January 9, 2023, we contacted ************ and provided the above information.  To resolve this matter, we applied a credit in the amount of $10.00 to the account ending in 5363.  ************ confirmed this matter has been resolved to her satisfaction.  We regret any inconvenience to *************
  
  Finally, please be assured Metro by T-Mobile strives to provide world-class service to all our customers on each contact.  We make every effort to be professional and courteous to our customers, and to provide clear and accurate information.  We apologize if any Metro by T-Mobile employee failed in any way to display that during ************** recent contact with our *************.
  
  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: 01/19/2023

   
  Complaint: 18696783
  
  I am rejecting this response because:these are not facts I called in regards to my daughter account the supervisor ******** was very rude and nonchalant then asked for my number in case the call dropped thats when she turned my phone off how can they take something off my account for another account thats not in my name I dont know who number they are referencing in the response but its not mine or my daughter so thats telling me the supervisor ******** took my money off my account and put it on somebody else account now they are trying to act like this lady didnt basically steal from me(my account) she had no business taking nothing from my account for another account , and after she did it she hung up on me so MetroPCS knows what happened they have employees who is abusing their power.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/06/2023

  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 my phone through MetroPCS in ************** **** at ******************************************************************* November 21st I have had problems from the first day I got the phone I have called MetroPCS custom service at least five times with help with the phone they have reset my phone they have done it numerous times it may work for a couple hours then It goes back to receiving no phone calls my text messages are delayed I have dropped calls this is a daily occurrence every day. I have went to MetroPCS three times in person to exchange the phone they will not exchange the phone they say to use my warranty call in do not tell him the issues I'm having with the phone they said when they send me a new phone to break my screen on this phone I do not think it is right to do that I don't think it's right that I will have to pay for a warranty to a phone that I did not damage I've called MetroPCS customer service they say that I have a right to a new phone they put notes in my account that it is the phone it is not the phone service that the phone is not working properly so to let me use my warranty to get a phone exchange because it's still under one year warranty I just need help I have called numerous times December I called December 16th they said they will get back to me in 3 to 5 business days I never received any more info to a resolution I called back again at the end of December they said that they will put into the notes as early as I stated that it was not the service it is the phone so can I please get help with my phone situation this is my only phone line there are others in my household that has MetroPCS phone accounts on their own they do not have any problems receiving phone calls drop calls or delayed texts because of the issue my phone bill date to pay was December 20th they pushed it to December 31st the fact that I'm having issues with the phone.

  Business Response

  Date: 01/19/2023

  January 19, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re: ***********************
  Your File No. 18688891
  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 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 6, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ************** may have experienced regarding her ******** G ****** 5G handset.  We appreciate the opportunity to respond.  
  
  Our records reflect that ************** activated one line of service on November 21, 2022, with the phone number ending in **** and subscribed to the $40.00 Plan Promo with Port rate plan.  Our records further reflect that the Premium Handset Protection (PHP) feature was added at the time of activation. 
  
  Metro by T-Mobile provided a 14-day return period to newly activated customers who purchase a new handset.  The phone may be returned in like-new condition with all original packaging and accessories to the original point of sale.
  
  This return policy only applies to new equipment purchased from Metro by T-Mobile.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.
  
  New devices also come with a one-year limited warranty.  If ************** needs to exchange her device and it is covered under our warranty policy, she may visit a Metro by T-Mobile store or an authorized dealer.  Please note, not all warranty options are available at all locations.  All warranty options exclude exchanged phones that show signs of outside physical or liquid damage or that are no longer within the manufacturers warranty.  Metro by T-Mobile warranty replacement phones are not guaranteed to be new nor guaranteed to receive the same model or the same color.  If the exact model is not available, replacement will be of like kind and quality.  Color, features and accessory compatibility are not guaranteed.  
  
  We sincerely apologize if ************** was unable to resolve her concerns at a Metro by T-Mobile authorized dealer location.  Please be assured Metro by T-Mobile strives to provide world-class service to all our customers on each contact.  We apologize if any ******** employee failed in any way to display that during ************** recent visit to a retail location.
  
  To amicably resolve this matter, on January 6, 2023, we agreed, as a one-time courtesy, to order a ******* Galaxy A23 handset at no cost to be shipped to the address ************** provided in her inquiry, which she accepted as resolution to this matter. The device is expected to be delivered in three to five business days.  ************** had no further concerns regarding 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
  
  

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18688891
  
  I am rejecting this response because: I have not received the phone I was contacted again on Tuesday the 17th and said that they would be reaching back out to me when the phone that she had picked out will be available I did not know what type of phone until I read the message from the BBB they just was sent to me by email for ******* a23 I also spent $100 at the ******** store and did try to return the phone before the two weeks was up so I'm not satisfied because I have not received any phone I still have the same phone and dealing with the same issues
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/05/2023

  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.

  On 1/4/2023, I obtained a 5G internet modem from ******** **** in ********** ** Rep ********* The modem only delivered a download speed of 45MBs compared with my Spectrum cable of 218MBs. The ******** speed was not sufficient for our 83" smart TV, causing buffering every few minutes. The modem was returned today 1/5/2023. The manager credited the $35 activation fee back to my Barclays MasterCard. He contacted ********'S office at ************ to cancel any future billing charges of $25 after the 15-day test drive - no service contracts. The manager advised me that ******** would bill my MasterCard $25 every month unless I get special permission from my wife. As a retired vice president of American Airlines, I assure you that I will not ask my wife's permission to return a product that does not work satisfactorily. If necessary I will just have Barclays reject their $25 charges.

  Business Response

  Date: 01/17/2023

   
  January 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     ***************************
  ******** Account Holder: *****************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 5, 2023, regarding the above-referenced account.  Please be advised that ******** records indicate the account holder of record is ***************************, and she has designated *************************** as an authorized user of the 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 ****************** concerns related to his account and appreciates the opportunity to respond.  ******** records indicate that on January 3, 2023, the line ending **** was activated for use with our ******** Unlimited ********************* at a monthly cost of $50.00 per month on AutoPay.  The ******** Home internet line ending in ****, was enrolled in our $25.00 per month 2022 HINT P22 promotion.  Our records further reflect that on January 5, 2023, the Home Internet Gateway was returned at a retail store.  At this time ****************** advised that to process the cancellation on the line, ******** requires the authorization of the Primary Account Holder. 
  
  On January 6, 2022, ****************** contacted ************* regarding the cancellation of the line ending ****, we were able to speak with the Primary Account Holder and received authorization to cancel the line effective immediately.  Furthermore, our records confirm a credit was applied to the account in the amount of $25.00 for the cost of the ********************* for the billing statement dated January 4, 2023.  We sincerely regret 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:01/05/2023

  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.

  ******** has *** my cell phones service provider for over a year. This complaint is about ******** not doing anything to help me out despite the fact that I have placed over 20 phone calls to ********, and visit their local stores another 50 times to explain to them that I have been victim of harassment and cyberbullying, my phones have been cloned. The problem is that someone at ******** does have access to my cell phone. I receive software updates every week from ******** updating and taking control over my apps without my permission. These updates have been forced on me regardless whether I want them or not. I want ******** to stop forcing updates on my cell phone *************) and ************* - applied for this one under my sister's name ***************************). Both are very expensive ******* phones. ******** has no right to update my software nor my apps. Every week my phone gets updated with new apps, and I have no authorization to remove the apps that someone at ******** added. The representatives at ******** cannot explain how the apps get added to my phone either. I need ******** to take responsibility to investigate the matter for me. I am tired of being harassed, controlled, and cyberbullied. Something has to be done. I took pictures of the urgent update messages from ********, and can provide sample if needed. If ******** does not resolve the issue, I would like them to reimburse me for both phones about $1,500. Thanks for helping me in this matter. If you cannot help me, I will appreciate it if you can point me to some government agencies that can help me out. Thanks,******************************* ************

  Business Response

  Date: 01/18/2023

   
  January 18, 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 5, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ******************** experienced regarding her ******** devices.  ******** records reflect that the mobile number ending in **** is using a ******* Galaxy A52 which was originally purchased on December 22, 2021, on an Equipment Installment Plan (EIP) program wherein ******************** receives a limited one-year warranty provided by ******** as well as the manufacturer of her device.  At the time of the purchase, ******************** was provided a 14-day return period wherein ******************** could see if the device met her 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.  *** mobile number ending in **** is not associated with Ms. ********* account, and because ******************** is not listed as an authorized user, that equipment is not at liberty to be discussed or disclosed.  
  
  Upon review of Ms. ********* account, ******** was unable to substantiate anyone accessing Ms. ********* account without her initiating contact to *************.  On August 31, 2022, ******** records reflect ******************** contacted ************* to report concerns that her phones security has been compromised.  ******************** was advised to contact ******* directly to appropriately diagnose her security concerns as she was not able to follow steps on how to disable auto updates on her device.  On October 5, 2022, ******** records reflect ******************** was referred to a ******** Retail location for guidance on how to perform a master reset due to concerns associated with her device being compromised.  ******** records do not reflect ******************** further reporting security concerns or device concerns through ************* or a ******** retail store after October 5, 2022.
  
  It is important to note that ******** makes every effort to diagnose equipment related concerns associated with our customers equipment, and at times, software updates for security are issued by the Original Equipment Manufacturers (OEMs) of devices to ensure optimal functionality.  If customers cannot complete steps we provide, customers are welcome to contact OEMs directly or visit a ******** retail location for guidance on procedures provided.  If at any point in time a customer feels their safety is compromised, ******** recommends that customers alert their local authorities.
  
  On January 17, 2023, ******** contacted ********************, and discussed her experiences.  ******** respectfully declined to issue a refund for equipment that is outside of the return period.  ******** advised ******************** of needing to master reset her ******* Galaxy A52, and to disable ***** as well as cloud-based services to avoid restoring old device applications and data.  ******************** was advised to consider visiting a ******** Retail store for guidance and to contact an OEM ************** directly to determine if the device needs to be replaced upon testing when the master reset was completed.  ******** advised ******************** if the device needs to be repaired or replaced upon proper diagnosis, she may contact me directly at the number listed below to discuss replacement options.  ******** regrets any inconvenience to ********************, and we appreciate the opportunity to review this matter.
  
  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