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:01/02/2023

  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.

  5G Gateway and cell phone/service was purchased on 12/21/2022. Salesman insisted that I had to buy a cell *************** in order to get the 5G Gateway. Not contract or bill was signed. After I used my credit card twice (once for $109.11 - 5G Gateway and once for $289.75 - cell phone) the salesman was unable to provide a bill or terms in any format when asked. As my credit card was already charged, I left the store with the items.Called ******** and Metro by T-Mobile the next morning and was told that the purchase of the cell phone/service was not necessary to get the 5G Gateway. I was also told that the 5G Gateway was not what I needed for my application as I had been told by the salesman.Returned all items (5G Gateway, cell ******************** at noon on 12/22/2022 to same salesman that sold me the items the previous evening. He wanted to argue about the purchase, so I put all the items on the counter in front of him and took a picture for verification purposes. At this point I left the store with the items still on the counter. I didn't see a satisfactory resolution to the situation based of the demeanor of the salesman.A complaint with the *** has been filed - Ticket No. *******.

  Business Response

  Date: 01/25/2023

   
  January 25, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 18669130
  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 2, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns **************** experienced regarding his recent in-store upgrade experience.  Please be advised, Metro by T-Mobile provides a 14-day return period for newly activated customers.  New customers may return a device or accessory within 14 days of the purchase date of the original device or within 60 days of the purchase date of a ******** 5G Gateway.  However, it should be noted, our Return Policy only applies to new device activations.  Device upgrades are non-refundable and non-returnable, but may be covered by a limited manufacturer's warranty, if applicable.
  
  As such, the ******** G ****** and Arcadyan Home Internet Gateway devices **************** purchased on December 21, 2022, as new activations were eligible to be returned.  Additional information regarding our return policy is available at ********************************************************************;
  
  It is important to note that Metro by T-Mobile offers prepaid service, and per our Terms and Conditions: Our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost, or stolen prepaid cards, or coupons.  Additional information can be found at ****************************************************************************************************************************************************************.
  
  Please be advised that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  Therefore, we are unable to view in-store transactions.  Nevertheless, please be assured Metro by T-Mobile strives to provide world-class service to all our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any Metro by T-Mobile employee failed in any way to display that during ****************** interaction with a retail location.  
  
  Upon speaking with **************** on January 17, 2023, we advised him of the above information.  It is our position ****************** account has been properly billed.  As such, we respectfully decline ****************** request for a refund for service charges totaling $125.00.  It should be noted that the Home Internet for Metro service does require for customers to have at least one voice line to be eligible for the ********************* plan.  **************** indicated he disputed the service payments made on December 21, 2022, with his financial institution, which resulted in his payments being refunded.  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: 01/25/2023

   
  Complaint: 18669130
  
  I am rejecting this response because: As I read the response, ******** is expecting me to pay for service that was never used on equipment that was returned within 24 hours.  No contract was signed and no statements, written or verbal, were given to me regarding any non-refundable fees.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/02/2023

  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 the 22th of Dec, I went into Metro Pcs for phone options for my daugther. **, the employee, asked for SS number, I asked if she was running my credit and she stated No, they don't do that, it's a prepaid company. About 30 mins later, ** came up to me and stated she done a small credit run. We had words. ** stated don't worry, I can get you the Iphone 14 for 40 dollars every two weeks. She apologize for her running my credit. She said I am giving you the screen protector, case, ear buds, and a speaker for free. I said okay. I paid my phone bill. I then get a charge on my account for almost ******. I started questioning why. I ask ** and ***** for a detail recept showing what was purchased. Both ***** and ** stated that their printers were down and unable to give a receipt. There was a confrontation, as I asked that the sale taxes on the phone should only be ******. ***** stated she could email me a receipt, which she did. On the 23rd of Dec, I returned to the store, where ** and a gentleman was working that day. ** stated that the systems were down and she could not provide me with a receipt. I went into my bank statement and seen a purchase for a smartpay. I look the company up and contact that company. I was informed that a finace for an Iphone, earbuds, case, screen protector and speaker was financed under my name with my consent. On the 23rd of Dec, I return to the store with the police. There were three genetlemans working. I showed them the receipt that was emailed to me. The guy stated they don't email receipts. He pulled up my account and allowed a screenshot of all the purschase and finacing for almost ******* that ** had done under my name, without permission. The gentleman apologize and was going to cancel and refund everything. ***** contacted the gentleman and informed him not to. The police stated it was a civil matter. He took a report and adviced me to email him both receipts and all voice recordings that I had within the pat two days.

  Business Response

  Date: 01/25/2023

  
  January 25, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *********************************
  Your File No. 18646477
                          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
  ******** may sometimes be referred to herein, collectively,as ********.  ******** is in receipt of your correspondence dated January 2, 2023, regarding the above-referenced account.  
  
  Metro by T-Mobile regrets any concerns ********************** may have experienced with her new device lease.  We appreciate the opportunity to respond.  Please note that the device was leased using SmartPay.  SmartPay is a third-party vendor that offers Metro by T-Mobile customers lease-to-own plans to purchase smartphones and accessories with convenient monthly payments.  As such, any inquiries regarding the lease agreement are subject to their terms and conditions and may be directed to SmartPay directly.  They can be contacted by dialing **************.
  
  Please be assured Metro by T-Mobile strives to provide world-class service to all our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any Metro by T-Mobile employee failed in any way to display that during Ms. ********** recent interaction with a retail location.
  
  Review of our records reflects ********************** purchased her new handset, an Apple iPhone 14, on December 22, 2022, and paid a lease start price of $169.26 for the device, an iPhone case, an iPhone screen protector, a wireless speaker, and a set of wireless earbuds.  The terms of the lease include biweekly payments of $80.60 for this equipment, with a total lease cost of $1,861.86.
  
  Upon speaking with ********************** on January 13, 2023, we discussed the above information, as well as the details of her dispute with this purchase.  Following additional discussion with our local retail team concerning Ms. ********** dispute, we agreed to provide a credit to her Metro by T-Mobile account for the amounts already paid for the equipment totaling $330.46.  As we are unable to make any alterations to the lease agreement held by SmartPay, we directed
  ********************** to contact SmartPay directly to return the disputed equipment to forestall any additional required payments.  ********************** accepted this as resolution to her concerns. 
  ******** regrets any inconvenience to ***********************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. to 2:00 a.m. CST.  If you have any questions, please do not hesitate to contact our office directly by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

  Customer Answer

  Date: 01/31/2023

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

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 lines with this service provider and I have complained to ******** every week of drop service that I continue to experience and nothing has been done to remedy the issue. I suggested to them take back the equipments that is on the account and they told me I have to pay for these equipment and then move on. On December 24th one of the lines lost service which was not restored until December 28th. I need BBB intervention.

  Business Response

  Date: 01/13/2023

   
  January 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     ****** Duncombe
  ******** Account Holder: *****************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated January 2, 2023, regarding the above-referenced account.  Please be advised the account holder of record is *****************************, and he has designated ***************************** as an authorized user of the account.  ******** is pleased to report to your office that upon speaking with ********************, we were able to resolve his concerns to his satisfaction.
  
  ******** regrets any concerns ******************** experienced regarding her ******** service.  Regrettably, ******** is unable to guarantee coverage in all areas due to several factors that *** impact a customers experience, as indicated in our Terms and Conditions of service.  ******** has verified the address associated with Ms. ********* primary place of use.  Based on the coverage map, it confirms that coverage is available to most residential buildings in this location while using 4G LTE, however, 5G coverage is only available outdoors in this location.  It is important to note that coverage can change at any time.  Although ******************** *** experience issues with the quality of her service, records reflect usage of voice, text messages, and data on the lines associated with the account during the current billing period, as well as over the last three billing periods.  
  
  ******** records reflect that ******************** activated his ******** account on January 20, 2022, with two voice lines of service ending in **** and ****, as well as a Mobile Internet number ending in 2924.  At the time of activation, ******************** purchased three devices on Equipment Installment Plans (****) as follows:
  
  Two ******** G ****** 5G wherein ******************** remitted payment of the taxes on the full retail price and agreed to 24 monthly installments of $10.50 per device.  With the device purchases, ******************** was enrolled in ********s 2021 Smartphone Activate P4 offer wherein customers who purchased the ******** G ****** 5G on *** and activate a new voice line of service would receive the device for free through Recurring Device Credits (RDCs).  As such, ******************** receives $10.50 off the *** on each device.
  A ******* Chromebook wherein ******************** remitted payment of the taxes on the full retail price and agreed to 24 monthly installments of $15.00.
  As of the time of Mr. ********* purchase of equipment, ******** provided a 14-day return period which allowed ******************** to use the equipment to see if it meets 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.  If an account is cancelled, any *** balances associated with the account will accelerate on the final billing statement that generates beyond the return period.
  
  On February 22, 2022, ******************** reported coverage concerns to Care, and was advised of local site issues that were affecting coverage in her primary place of use.  Subsequent interactions with Care reflect that often issues were resolved upon troubleshooting, however, by this point in time, the account was beyond the return period timeframe.
  
  On January 12, 2023, ******** contacted ********************, and discussed our findings.  ******** closed the **** associated with both ******** ****** 5G devices as well as the ******* Chromebook and will be able to keep the equipment.  ******************** was advised that he will no longer be billed for the equipment effective the billing statement dated after January 20, 2023, forward, however, he will still be responsible for payment of monthly access charges for services while the account remains active.  Pursuant to our conversation, ******************** considers the matter resolved, and has no further concerns.  ******** regrets any inconvenience to ********************, and we appreciate the opportunity to resolve 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:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my service in August. I've been calling them every month about being over charged. They started me on the low income program and I qualified. But whatever they are doing it's not staying active on their end. I've talked to the *** is telling me everything is fine on their end. Metro is not applying it properly already two or three times I've been overcharged

  Business Response

  Date: 01/21/2023

  
  January 21, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *******************************
  Your File No. 18670234
                          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
  ******** may sometimes be referred to herein,collectively, as ********.  ******** is in receipt of your correspondence dated December 29, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns **************** may have experienced with her enrollment in the Affordable Connectivity Program (***)with Metro by T-Mobile and we appreciate the opportunity to respond.  A review of ****************** Metro by T-Mobile account reflects she activated service on August 13, 2022, with one line ending in **** and subscribed to our Unlimited ********************** plan,which provides unlimited talk, text, and high-speed data for $25.00 per month.
  
  As of January 27, 2022, Metro by T-Mobile is accepting applications for the ***.  Eligible end users may apply for the *** via the FCCs National Verifier site at ****************************; After submission, customers must wait for approval from the National Verifier, and once received, they must visit www.metrobyt-mobile.com to apply via our website for the second step.  Alternately, customers may receive assistance completing this application at our Metro by T-Mobile authorized retailers.  Once approved, customers will receive notification from Metro by T-Mobile stating the enrollment has been approved,and the *** discount up to $30.00 will be applied to the account within one to two billing cycles.
  
  Our records reflect that **************** has submitted four applications for *** enrollment, on September 22, 2022, October 24, 2022,December 8, 2022, and December 13, 2022.  ****************** first application on September 22, 2022, was approved, and she began receiving the monthly discount on October 13, 2022.  Regrettably, on October 22, 2022, Metro by T-Mobile received notice that **************** opted out of *** eligibility and the discount was removed, and again on November 13, 2022.  As a result, **************** received the *** discount for her October 13,2022, due date, but did not receive it for her November 13, 2022, due date.  ****************** applications on October 24, 2022, and December 8, 2022, were also approved, but due to a delay in processing, the *** discount was not added to the account again until December 24, 2022, with the discount beginning January 13, 2023.  During this period, **************** had payments without the *** discount on November 13, 2022, and December 13, 2022.
  
  Upon speaking with **************** on January 13, 2023, we discussed the above information.  We advised **************** that we were able to confirm two months in which she was approved for *** but not correctly receiving the discount.  To resolve ****************** concerns, we agreed to provide a one-time credit of $50.00 to compensate for the missing *** discounts on November 13, 2022, and December 13, 2022.  We further advised **************** that her *** discount is now correctly applying, and did successfully discount her January 13, 2023, due date.  **************** accepted this as full resolution to her concerns.  ******** regrets any inconvenience to *****************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6:00 a.m. 2:00 a.m. CST.  If you have any questions, please do not hesitate to contact our office directly by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone and greenspoint of ******* ***** from a MetroPCS store the man charged me $97 which I've never paid for a phone like that before he seems shady but I still bought the phone so my phone got stolen but they told me I have insurance I've been trying to get a replacement on the phone but I can't even get into my account apparently I've tried over three times more like six or seven but then on the seventh day someone told me you can only try three times and that my account is locked it's been 3 days I called back and the man is giving me the runaround again at Metro PCS and all of a sudden my account is locked again I would really like my money back just so I can switch to a better phone company and not deal with their insubordinates

  Business Response

  Date: 01/18/2023

  
  January 18, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      ***************************
  Your File No. 18670233
  
  
  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 11, 2023, regarding the above-referenced file number.  
  
  ******** regrets hearing of **************** concerns regarding his account and we appreciate the opportunity to respond. Please be advised, new activations are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at ******************************************************** /return-policy.Customers may return a device or accessory (device) within 14 days of the purchase date of the original device. Customers must return the device with its 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 original point of sale and all returns must be made for reasons outside of warranty issues. There are no returns, refunds, or credits for prepaid service fees, monthly service, application download,add-ons, and other fees. Returns are for new device activations only. There are no returns, refunds, or credits for handsets purchased as upgrades for existing lines of service.
  
  Please note Metro by T-Mobile provides a warranty on devices for up to 12 months from the initial purchase date. If the device does not work properly or stops functioning for any reason covered by the warranty,customers can bring their device to a ********************** store or authorized dealer to complete a warranty exchange.
  
  Regrettably with the information **************** provided in his correspondence, we have been unable to locate an account.  ******** 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.
  
  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 of our Authorized Dealers or ************* failed in any way to display that during **************** recent contact. 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 by calling ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response
  

• Initial Complaint

  Date:01/01/2023

  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.

  There has been multiple times I have call this company about the same issue they keep changing things on my account with out my consent They keep taking the insurance off of my phones and when I try to get it back on they wont is there anyway you can get them to please put it back on and they keep trying to charge me for something that is there fault I never ask them to remove anything from my account this is happens every time I try to do something on my account they also keep taking off my high security password when I told them someone has stole my identity this has to stop I have been with this company since 2016 this makes no sense to go through this every time I call for something they have to do better

  Business Response

  Date: 01/13/2023

   
  January 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************;
  Your File No. 18669372 
  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 1, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** experienced with her ******** account and we appreciate the opportunity to respond.  On October 1, 2016, ****************** activated her account and has six lines of service.  On March 8, 2022, ****************** purchased a handset at a store and activated the new handset on the mobile number ending in ****.  The account memos states ****************** denied the Metro *************** plan; therefore, the Metro *************** feature was removed from the mobile number ending in ****.  On May 25, 2022, ****************** purchased a handset at a store and activated the new handset on the mobile number ending in ****.  The account memos state ****************** denied the Metro *************** plan; therefore, the Metro *************** was not added.  
  
  Please note when customers upgrade to a new handset, they must activate the newly purchased handset IMEI on the account.  In addition, Metro *************** can be offered at the time of the new handset purchases and can only be added on the account by the stores.  ************* does not offer upgrades or the Metro *************** over the phone and our Care teams are unable to add the Metro *************** feature to the account. On January 3, 2023, the mobile number ending in ****, ****, and **** were enrolled in the Metro ***************.  As of January 3, 2023, the account remains active with a zero balance.  
  
  Regarding Ms. ******** password concerns.  Ms. ******** account is designated as High Security and changes can only be made once a password has been provided.  Our records confirm ****************** updated her password on January 29, 2021, and on January 1, 2023, and all appropriate security measures were followed.  If ****************** feels she is having security issues with her account, she may contact our ************* to update her password for added security.  ******** 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

  Customer Answer

  Date: 01/19/2023

  I just contacted you about Metropcs removing and changing things on my account I finally got them to add my insurance back onto my children's phones but now they have changed my plan on my account I have a family plan witch all of the lines

  should have the same service and they are telling my I need to pay **************************************************** **** all of the lines should already have had unlimited on calling text and internet every time I do something with my account

  they continue to change my account without my consent and try charging me more money I already pay a lot of money on this account every month now my bill went from ****** a month to ****** after they put back the insurance and I got stuck

  paying that when it was there mess up a month now they trying to charge me 180 something a month again after they changed my account with out my consent I tried speaking to a manager but again she was rude and disrespectful and hung up on

  me metropcs has to do better I cant do this no more I am about to call my Lawer and *** them for false and changing this on my account without my consent please help me get to someone who can help me thank you

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18669372
  
  I am rejecting this response because:

  I just contacted you about Metropcs removing and changing things on my account I finally got them to add my insurance back onto my children's phones but now they have changed my plan on my account I have a family plan

  witch all of the lines should have the same service and they are telling my I need to pay **************************************************** **** all of the lines should already have had unlimited on calling text and internet

  every time I do something with my account they continue to change my account without my consent and try charging me more money I already pay a lot of money on this account every month now my bill went from ****** a month

  to ****** after they put back the insurance and I got stuck paying that when it was there mess up a month now they trying to charge me 180 something a month again after they changed my account with out my consent I tried

  speaking to a manager but again she was rude and disrespectful and hung up onme metropcs has to do better I cant do this no more I am about to call my Lawer and *** them for false and changing this on my account without

  my consent please help me get to someone who can help me thank you

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

  Business Response

  Date: 01/20/2023

  
  January 20, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *****************************
  Your File No. 18669372
                          Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated January 19, 2023, regarding the above-referenced account.
  
  ******** regrets that ****************** continues to have concerns with her account, and we appreciate the opportunity to respond.  On October 1, 2016, ****************** activated her account and has five voice lines and one mobile internet line.  Ms. ******** initial four lines are subscribed to our promotional 4 Lines for $120.00 rate plan, which includes a 4th line free with unlimited talk, text,and unlimited high-speed data.  On March 8, 2022, ****************** activated a voice number ending in **** and was subscribed to our $15.00 Unlimited Talk, Text, and 2GBs of *************** rate plan.  On the same day, ****************** activated a mobile internet number ending in ****, which was subscribed to our $10.00 ************** with High-Speeds up to 5GB rate plan. 
  
  Please note on January 19, 2023, ****************** requested unlimited high speed data plan for her line ending ****, therefore her rate plan was changed for that line to the $30.00 additional line fee with Unlimited Talk, Text, and *************** rate plan.  Additional requested rate plan changes and additions included Premium ************************ features of $9.00 for the mobile number ending in ****, $6.00 for the mobile number ending in ****, and $9.00 for number ending in **** caused in increase in price.  After further review, we did not find any other changes made to the account.
  
  Please be assured that ******** strives to provide world-class service to all our customers on each and every 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 our ******** store employees and customer care.
  
  Upon contacting ****************** on January 19, 2023, ******** recommended available rate plans that *** better suit her needs.  ***************** advised she is going to keep the $30.00 Unlimited Talk, Text, and *************** rate plan on the mobile number ending in **** including the insurance features.  Ms. ******** monthly service plan is $184.00.  As of January 20, 2023, the account remains active with six lines with a zero balance.  Should ****************** like to explore her rate plan options she *** contact our ****** of ************* at the numbers below.  ******** regrets any inconvenience to ****************** regarding this matter.   
  
  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 ****** at the address listed below or toll free at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response
  

• Initial Complaint

  Date:01/01/2023

  Type:Product 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 switch to ******** on 10/24. We could not get signal so I switched to ******* on 19/25. Since I had Autopay with ******** they charged my Credit card $180.00. I called ******** over 6 times and was told I would receive a refund for the $180.00 plus $140.00 for my activation fee. This has never happened. I can only summit the bill that they sent me since I no longer have access to ******** account.

  Customer Answer

  Date: 01/10/2023

  T mobile resolved my issue.  18668681.

   

  Thank you, 

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

  Business Response

  Date: 01/11/2023

   
  January 11, 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 1, 2023, regarding the above-referenced account. 
  
  ******** is always working to improve its coverage, and we regret any service issues ****************** *** have experienced. Unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. 
  
  Our records show on October 24, 2022, ****************** activated service at which time she remitted a payment of $140.00 for four device connection charges and enrolled in AutoPay. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. 
  
  On October 26, 2022, ****************** canceled her account after transferring her mobile numbers to another service provider. The arrangement to transfer the lines of service was made directly with ****************** new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the line of service after ****************** new wireless service provider took control of it. Please be advised once the account is canceled customers no longer have access to view the account via My********.com. 
  
  On November 15, 2022, a payment of $180.00 was remitted via AutoPay for the billing statement dated October 25, 2022. On November 17, 2022, per ****************** request AutoPay was canceled. On December 14, 2022, ******** received the payment of $180.00 unpaid by ****************** banking institution, therefore a $20.00 returned payment fee was assessed. On January 9, 2023, ******** received the payment of $140.00 remitted at the time of activation unpaid by ****************** banking institution, therefore an additional $20.00 returned payment fee was assessed to the account. 
  
  On January 10, 2023, upon reaching ****************** ******** advised her of the above and in an effort to amicably resolve the matter ******** applied a credit of $359.33 leaving the account with a zero balance. ******** regrets any inconvenience to ******************* 
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***************************
  Executive Response
  
  

• Initial Complaint

  Date:12/31/2022

  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.

  THIS FUCKEN COMPANY HAS BEEN ADDING LINES ON MY ACCOUNT WITHOUT MY AUTHORIZATION AND NOT TELLING ME, WHEN I COMPLAINED THEY HAD ME PAY AGAIN FOR MY MONTH FOR REMOVING THOSE UNAUTHORIZED LINES AND WHEN I DIDN'T THEY HAD MY SERVICE SUSPENDED. FRAUDULENT COMPANY!

  Business Response

  Date: 01/13/2023

  January 13, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      I *********
  Your File No. 18667188
                          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,T-
  Mobile 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 31, 2022, regarding the above-referenced account.
  Please note, we have made attempts to contact I *********, which have proven unsuccessful.
  
  ******** regrets any concerns I ********* may have regarding the account and unauthorized
  services being added to their account, and we appreciate the opportunity to respond.
  
  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 I
  ********** recent contact with our authorized retail partner.
  
  Our records confirm the account was activated on August 11, 2015, with one line.  The only other record of a line being added was on July 31, 2022, which was later cancelled on December 30,2022, voluntarily.  At this time, we show no fraudulent behavior or ******** error.  Additionally, after reviewing the account, ******** is able to confirm no indication of unauthorized access.  Please note, should I ********* have concerns about their account security, they may request additional security options for their account by contacting our ************* team by dialing 611 from her handset, or calling ************** for assistance. 
  
  Please note, I Gutierrezs account has been suspended only for non-payment reasons,not due to unauthorized charges or lines being added on.  Pursuant to our Terms and Conditions of Service, which may be found online at **********************************************************************, states, if your account is unpaid or otherwise not in good standing, your service may be reduced,suspended, or terminated.  Please note, I Gutierrezs billing cycle goes from the 20th of one month to the 19th of the following month, with a due date of the 19th.  As I ********* opted to cancel their second line, the monthly recurring charges for their line ending in **** is $50.00 as they are subscribed to our $50 Unlimited LTE + ****** One rate plan.  Should I ********* have any further concerns regarding the account, we ask that they contact our office at the number below or our *************. ******** regrets any inconveniences.
  
  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 1
  ************* from their handsets during the hours of 6 a.m. 2 a.m. 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:12/31/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am constantly and regularly unable to use my data plan with ******** while overseas. I leave the US frequently for work or to visit family. I am paying on average of over $165 per month for their top of the line ************** plan, but am unable to use their features virtually EVERY time while traveling.During my current trip, I was staying with family in *******. While there I had to repeatedly restart my phone, switch airplane mode on/off AND switch my Sim Card on/off just in order to TEMPORARILY gain access to my data plan in order to make it work. This is completely ridiculous and unacceptable. I called ******** customer service on 12/31/2022. I spoke with a representative there (I have names) and after being on hold or explaining the situation for over 20 minutes, I asked to be transferred to a Technical Support supervisor. She failed and transferred me to a non-supervisor line worker. I briefly explained to him the issue and once again, asked to have him put in a word for a supervisor to call me back. That never happened (or he refused). Not only am I constantly dealing with technical support issues, but it appears as though I'm also dealing with very basic customer support problems as well. Lack of basic respect from the business. I would like a HIGH-LEVEL ******** official to contact me and explain why 1) I am constantly unable to access the services for which I pay for each month and 2) to explain to me why their customer service agents are either unable or unwilling to pass me over to a supervisor for further help even after I repeatedly asked for a supervisor. I would also expect a FULL refund on my last bill due to this ongoing issue/neglected service and wasted time. Thank you, BBB.

  Business Response

  Date: 01/11/2023

  January 11, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste.200
  *****, ** *****
  
              Re:       *******************
                          Your File No. 18665865
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated December 31, 2022,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 ************ *** have experienced and, we appreciate the opportunity to respond.  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 *************.
  
  ************ activated his ******** account on May 18, 2020, with voice line ending in **** subscribed to our Magenta 1.0 Military rate plan for $60.00 per month, which includes a ************* feature and Consumer Global Plus 15GB TE for $50.00 per month, which provides extra traveling benefits, such as, 15GB high-speed data while roaming in a ************* country (Not ******/******), 5GB high-speed, international Mobile Hotspot in a ************* country, 5GB high-speed data in ****** and ******.  Please note that actual data roaming speeds will depend on the service available from the roaming partner.  It should also be noted the 15GB of high-speed data and the 5GB of mobile hotspot data utilize separate data buckets.  The feature also includes unlimited high-speed Mobile Hotspot in the US.  In addition, ************ subscribes to the optional Protection 360 Tier 5 TE feature for $18.00 per month, plus taxes and fees.
  
  As mentioned, Mr. ***** rate plan includes our ************* services. In late 2013, ******** began offering customers on eligible rate plans the largest global data coverage area included at no extra charge. This global freedom is available in over 215 countries and destinations (see www.t-mobile.com/international for participating countries).  With *************, customers have discounted calling, free unlimited texts, and unlimited data with up to 5G of high-speed data and up to 256kpbs speeds after 5GB is used based on the rate plan selected (rates *** vary based on the plan).  These speeds are great for web browsing, e-mail, social networking, and occasional use of certain features like GPS and maps.  However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Finally, voice calls back to the U.S. and to other ************* countries are a flat rate of $0.25 ($0.20 Biz/Govt) per minute, while unlimited text messaging is included at no cost. 
  
  ************ contacted ************* on December 31, 2022, for troubleshooting with international data while traveling in *******.  Unfortunately, ************* was unable to resolve the matter.  While transferring ************ to our Technical Support team for additional troubleshooting,the call was inadvertently disconnected.  Regrettably, there was no follow-up call to *************
  
  In Mr. ***** letter to your office, he indicates he is not able to use service with his handset in or around *******.  We regret any coverage issues ************ has experienced. Unfortunately, ******** is unable to guarantee coverage in all areas,which includes coverage for our partners networks (see ******************************************************************). There are several factors and conditions that *** interfere with actual service, quality, and availability.  ******** records confirm as of January 9,2022, ************ has used 2.24GB of high-speed data while in a **************** country.
  
  On January 9, 2023, to amicably resolve this matter, ******** provided a one-time $50.00 account credit to offset the Consumer Global Plus 15GB TE rate plan, for the December 19, 2022, billing statement, updating the balance due to $114.86 by January 11, 2023.  ******** respectfully declines the request for a full refund of the $164.86 payment remitted on December 9, 2022.  Should ************ have any further concerns with his account, we ask that he contact our ************* at ************, or our office directly at the number below.  ******** regrets any inconvenience to ***********.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  *********************  
  Executive Response

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sher with ******** has agreed to credit me appropriately. Thank you BBB.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/30/2022

  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.

  12/5/22 I filed a complaint with BBB against Metro Pcs by Tmobile Case Id: ********. ******** compensated my account $80 and spoke to me via phone stating that my internet was changed to Ultimate 5g in order to help ease the repeated service issues I have experienced since the start of service. 12/28/22-, in good faith. I Accepted the merchant's reply, and actions to my complaint ***********. (12/30/22), two days After I accepted to resolve my complaint. Metro Pcs downgraded the UA5g internet, and my service is no longer working properly. I can not call out on my phones or receive calls as I write this complaint. Upon starting service.. Metro Pcs assured me- Metro Pcs covers my service area & that I would have no service issues. I was further informed that Metro does not provide service to customers outside of there service area. I feel that I was offered resolution under false pretenses. My service worked properly w/ UA5g. Now my service has reverted back to not calling out, receiving calls, and non working internet. There was no real resolution to my issue. Metro sold me non-reliable service. Metro Pcs was not genuine in its resolve. I am still out of dependable, stable service.

  Business Response

  Date: 01/11/2023

   
  January 11, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ************************************
  Your File No. 18665195
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated December 30, 2022, regarding the above-referenced account.  
  
  We regret ******************** continued concerns regarding her service and appreciate the opportunity to respond.  Please be advised, unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability which are explained within the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service.
  
  As stated in our response to your office dated December 26, 2022, under your file number ********, ******** engaged our engineering team to further investigate ******************** service area and concerns.  Upon completion of their review, our engineering team determined that ******************** area is expected to have moderate coverage which can be resolved by adding a new tower site in her area.  However, we confirmed there are no upcoming plans to add a new tower site at that location, and as such, the current coverage ******************** is experiencing is the expected coverage. 
  
  Although ******************** indicated the service in her area was downgraded, an additional review of her account and service area does not reflect any changes made to the account or service available that would affect her connection to our network.  
  
  On December 14, 2022, our office issued an $80.00 bill credit to ******************** account as a gesture of goodwill for any service issues she *** have experienced, covering the payment due on January 9, 2023.  While we regret any inconvenience to ********************, Metro by T-Mobile offers prepaid service, and she is under no contractual obligation.  Should ******************** find the service to not be satisfactory, she *** cancel her account with no penalty.  Should ******************** choose to remain a Metro by T-Mobile customer and continue to remit payment toward her account, it would be under the understanding that the coverage is working as expected.  
  
  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 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