Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,416 total complaints in the last 3 years.
1,418 complaints closed in the last 12 months.

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Submit a Complaint

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

Initial Complaint
Date:10/11/2022
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.
Apparently you have to be a certain demographic to get assistance. I have been working on this for months and cant get anyone to help with Metro PCS. I have attempted several times to get the acp credit applied on my account and they keep telling me to call you all. Every time I have called you all, you tell me to call them and I am so sick of the run around. In the last two months, I have spent a combined 31 hours on the phone trying to take care of this. Now if I gotta be in a certain race or demographic just say that and not continue to waste my time. They claim that I must dont have the info the same and every other lie they can find here is screenshots that everything is the same and yall keep lying about it. Please contact me at ************************** You cant reach me by phone because I refuse to pay for service and I am entitled to a discount.
Business Response
Date: 10/26/2022
October 26, 2022

FILED ELECTRONICALLY

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

Re:      ***********************************
                        Your File No. 18195689
                        Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********. ******** is in receipt of your correspondence dated October 11, 2022, regarding the above-referenced account.

******** regrets any concerns ********************** may have experienced regarding the Affordable Connectivity Program (***) discount, and we appreciate the opportunity to respond. Our records reflect that ********************** activated the above-referenced account on May 7, 2022, and currently has one voice line of service subscribed to our $50 Unlimited LTE + ****** One rate plan.

Please be advised the *** is a program that replaced the Emergency Broadband Benefit (EBB) program to help low-income households pay for internet service and connected devices. Eligible end users may apply for the *** via the FCCs National Verifier site https://acpbenefit.org. After submission, customers must wait for approval from the National Verifier, and once received, customers are required to meet specific criteria, such as being on an eligible rate plan and completing the ******** online application enrollment to redeem their *** at https://www.metrobytmobile.com/affordable-connectivity-program.

Alternately, customers may receive assistance completing this application at our Metro by T-Mobile authorized retailers. Please note, customers must enter all information exactly as it appears in their National Verifier application. Once approved, customers will receive a notification from Metro by T-Mobile stating the enrollment has been approved,and the *** discount will be applied to the account within one to two billing cycles. For more information, customers can visit https://acpbenefit.org and https://www.fcc.gov/acp.

Upon our review,we determined that Ms. ********** address listed with the National Verifier does not match exactly with the address on her Metro by T-Mobile account as required. If the error is with her address with the National Verifier, it is necessary that she contact the *** Support Center at ************** for assistance. If the error is with Ms. ********** Metro by T-Mobile account address, we will gladly update it for her.

During our discussion with ********************** on October 17, 2022, we provided her with the information outlined above. Upon speaking to *********************, we were able to confirm that the mismatched address is with the National Verifier. As a result, it is necessary ********************** contact them at the number referenced above so that her address can be updated. Additionally, as a one-time courtesy, we applied a $30.00 credit to Ms. ********** account. ******** regrets any inconvenience to **********************, and we appreciate her feedback regarding her experience.

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

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

Sincerely,

METRO BY T-MOBILE

*****************************
Executive Response
Customer Answer
Date: 10/26/2022

Complaint: 18195689

I am rejecting this response because: She lying. I sent the attachment in the original complaint where address is the same. She called and told me to call acp because they had messed up when u kept telling her no they have not

Sincerely,

***********************************
Initial Complaint
Date:10/11/2022
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.
On 09/03/2022 I went into a Metro By Tmobile corporate store to start service. The service I was starting was BYOD, porting number in, and device insurance, with a rate plan at $30.00 and device insurance for $9.00 Here is my device information and number being ported in:************ ****** PIXEL 6 IMEI *************** SERIAL # ************** STORMY BLACK ***** 8GB RAM On 10/10/2022 upon reveiwing my account information I noticed that the device insurance was not listed amung my services currently enrolled in. I called customer care and they confirmed this as well. I tried explaing to the customer care rep that when service was started at the store that my device was inspected prior to leaving the store with everything I had requested to be activated on my new account. It is apparent that durring the new account activation process that the device insurance had slipped through the crack and was not added as requested.METRO BY TMOBILE INFORMATION ************************* ********************************************************************* ************
Business Response
Date: 10/24/2022
October 24, 2022

FILED ELECTRONICALLY

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

     Re: *************************
                        Your File No. 18195715
                        Metro by T-Mobile Account No: *********

To Whom It May Concern:

Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such, ******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.                                        ******** is in receipt of your correspondence dated October 11, 2022, regarding the above-referenced account.

******** regrets any concerns ************** may have regarding his device, and customer service concerns. Our records confirm that ************* activated the above account on September 3, 2022, and currently has one active line of service, which is subscribed to our $30 Talk/Text w/5GB *************** rate plan.

Premium Handset Protection (PHP) is insurance coverage that is provided by Assurant, a third-party provider, allowing customers to initiate insurance claims should they experience loss, theft, accidental damage, all of which are activities that are not covered within the one-year limited warranty. Customers who need a replacement while subscribed to this feature, and meet Assurants qualifications of a claim, can obtain a replacement upon payment of a deductible. More information can be viewed at www.assurant.com or by contacting Assurant directly at **************.

Our records confirm that ************** brought his own device (BYOD) to ******** when he activated his account on September 3, 2022. Our records further reflect that at that time, ************** declined adding PHP to his number.

Please be advised that our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to view any calls or transactions completed in-store. Rest assured ******** makes every effort to ensure our customers have a professional and courteous experience with our independently owned retail locations and we appreciate Mr. ****** feedback regarding his experience.
We communicated with ************** via e-mail on October 13, 2022, and provided him with the information outlined above. To fully resolve ************** concerns, as a gesture of goodwill, we offered to add PHP to his number upon inspection of the device referenced above at one of our Metro by T-Mobile stores. To date, we have not received a response from *************** Our offer is valid for 14-days from the date of this letter.

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 a.m. to 2 a.m. CST. If you have any questions, please do not hesitate to contact me directly at ************.

Sincerely,

METRO BY T-MOBILE

*****************************
Executive Response
Initial Complaint
Date:10/10/2022
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.
I opened a new cell phone account with ********* During the calls to ******** they offered me a 'special' promotion where I would get 4 cell phone lines under their Magenta 55+ plan for $125/month plus two free ******* S20 phones. I confirmed the details of the offer at least 2 times during the call and both times they acknowledged the rate and the free phones.Now 2 months later they are claiming that the $125/month plan does not qualify for the free phones and they have me on a plan that costs $180/month and in phone conversation they refuse to honor the original agreement.Requesting a refund of the difference for the 2 billing cycles I have already been charged ($55 x 2 = $110) and that they honor the original agreement to provide me 4 phone lines under their Magenta 55+ plan for the $125/month rate.
Business Response
Date: 10/20/2022

October 20, 2022

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 October 10, 2022, regarding the above-referenced account.

******** regrets any concern ********************** may have regarding the account. ******** records indicate that on August 16, 2022, ********************** activated the account and has four mobile numbers ending in ****, **** **** and ****. The account was subscribed to the Magenta *** 55+ rate plan for $100.00 a month for the first two lines and each additional line at $50.00 a month. The account was enrolled in AutoPay and as such, each line receives a $5.00 monthly discount. Therefore, Mr. ********** monthly charges anticipated to be $180.00. ******** records do not indicate ********************** was offered a monthly cost of $125.00. We regret if there was a misunderstanding with ***********************

In addition, on August 16, 2022, ********************** purchased two ******* Galaxy S22 devices with our Equipment Installment Plan (EIP) program. A down payment was not required; however, ********************** agreed to a series of 24 monthly installments of $33.34 for each device. It should be noted, the account qualified for the 2022 ******* Activate P8: Get a ******* Galaxy S22 free with New Line activation on Magenta *** promotion and as such, each ******* Galaxy S22 device qualified for monthly credits of $33.34, making them free.

On October 10, 2022, ********************** contacted ******** to go over the account billing as he wanted to change the rate plan. At this time, ********************** was advised, to keep the 2022 ******* Activate P8: Get a ******* Galaxy S22 free with New Line activation on Magenta *** promotion, the account must remain on the Magenta *** 55+ rate plan. Also, ******** confirmed Mr. ********** account is being billed accurately.

Furthermore, upon speaking with ********************** on October 17, 2022, ******** apprised the above information. Thus, ******** respectfully declined his request of being refunded the amount of $110.00. However, to help ********************** reduce his monthly charges, we offered the ******** Essentials 2-line rate plan, for $90.00 plus applicable taxes, a month, after the AutoPay discount, for the first two lines and each additional line at $15.00 a month, after the AutoPay discount. This plan started on October 17, 2022. In addition, we approved the account for the 2022 Line On Us P2 promotion, which provides the third line free and approved that the 2022 ******* Activate P8: Get a ******* Galaxy S22 free with New Line activation on Magenta *** promotion remains on the account. With that said, going forward, Mr. ********** monthly charges estimate to be around $105.00 plus applicable taxes. ******** 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: 10/31/2022

Complaint: 18195215

I am rejecting this response because: This issue is still not resolved so please re-open the case . I talked 2x to a ******** rep who claimed they were going to change my plan to cost $105/month.

They show a credit for this month to get to that amount, but they still show me on a plan that costs $180/month.

They also have NOT credited me for the overcharge for the first 2 months.

Sincerely,

*****************************
Business Response
Date: 11/08/2022

November 8, 2022

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 October 31, 2022, regarding the above-referenced account.

******** regrets any continued concerns ********************** may have regarding the account, and we appreciate the opportunity to work with her to address them. 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 our retail location and Team of Experts (TEX).

As noted in our previous response, our records confirm that on August 16, 2022, ********************** activated her ******** account with four mobile numbers ending in ****, ****, ****, and **** and subscribed to ********s Magenta *** 55 Plus rate plan at a cost of $100.00 for the first two lines and $50.00 per month for each additional line. ********************** opted to enroll in AutoPay, which provides a $5.00 per line monthly discount.

On August 16, 2022, ********************** purchased two ******* Galaxy S22 devices with our Equipment Installment Plan (EIP). ********************** was not required to remit a down payment and agreed to 24-monthly installments of $33.34 for each device. In addition, ********************** qualified for and was successfully enrolled in our 2022 ******* Activate P8 promotion, which ran from August 10, 2022, through September 28, 2022, and offered ******** customers a ******* Galaxy S22 on Us (up to $800.00 via Recurring Device Credits (RDC)) when they purchased the devices on EIP and activated a new voice line on the Magenta *** or other qualifying equivalent rate plans. Please note, ********************** is currently receiving a $33.34 monthly RDC per handset.

On October 17, 2022, ******** contacted **********************, at which point, we offered to move her acocunt to the ******** Essentials rate plan for $90.00 per month for the first two lines and $15.00 for each additional line, including ************* applicable taxes and fees. Additionally, we approved Ms. ********** account for ********s 2022 Line On Us P2 promotion, which provided a free third voice line. Please note, ********************** remains enrolled in our 2022 ******* Activate P8 promotion.

On November 7, 2022, ******** contacted ********************** via her number ending **** and advised that her expected future billing will be $105.00 plus applicable taxes and fees. ********************** confirmed she had no further questions or concerns. ******** regrets any inconvenience to ***********************

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Customer Answer
Date: 11/23/2022

Complaint: 18195215

I am rejecting this response because: Summary of events is incorrect. I NEVER accepted the plan for $100/** for 2 lines and $50/** for each of the 2 additional lines. The ONLY plan that was offered to me and I accepted was to be on the Magenta + plan for ~$120/mo for all 4 lines. Then ******** changed the rate to $180/mo without consulting me. They are trying to hid the fact that they are using a bait-and-switch scheme to attract new customer.

Sincerely,

*********************************
Business Response
Date: 12/06/2022
December 6, 2022

FILED ELECTRONICALLY

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

            Re:     *****************************
                        Your File No. 18195215
                        ******** Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(********) is in receipt of your correspondence dated November 23, 2022, regarding the above-referenced account.

We regret to hear that ********************** continues to be unsatisfied with our response to his concerns. 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 retail location and Team of Experts (TEX).

As noted in our previous response, ********************** activated the ******** account on August 16,2022, where he was initially subscribed to ********s Magenta *** 55 Plus rate plan at a cost of $100.00 for the first two lines and $50.00 per month for each additional line. ********************** opted to enroll in AutoPay, which provides a $5.00 per line monthly discount. As mentioned, we have no record of ********************** being subscribed to the Magenta Plus plan, which for four lines of service would have been $140.00 per month after the AutoPay discount, and we regret any inconveniences this has caused.

********************** purchased two ******* Galaxy S22 devices with our Equipment Installment Plan (EIP). ********************** was not required to remit a downpayment and agreed to 24-monthly installments of $33.34 for each device. In addition, ********************** qualified for and was successfully enrolled in our 2022 ******* Activate P8 promotion which offered ******** customers a ******* Galaxy S22 on Us (up to $800.00 via Recurring Device Credits (RDC)) when they purchased the devices on EIP and activated a new voice line on the Magenta *** or other qualifying equivalent rate plans.Please note, ********************** is currently receiving a $33.34 monthly RDC per handset.

On October 17, 2022,******** contacted **********************, at which point, we offered to move the account to the ******** Essentials rate plan for $90.00 per month for the first two lines and $15.00 for each additional line, including ************* applicable taxes and fees. Additionally,we approved Mr. ********** account for ********s 2022 Line On Us P2 promotion, which provided a free third voice line. In addition, ********************** remains enrolled in our 2022 ******* Activate P8 promotion.

On December 2,2022, ******** contacted ********************** to discuss his account concerns. At this time, ********************** confirmed the billing has now been corrected. During the conversation, we again discussed his concerns over being enrolled in ********s Magenta *** 55 Plus rate plan at activation. We apologized for any inaccurate or incomplete information previously provided and appreciate Mr. ********** continued business.

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: 12/16/2022

Complaint: 18195215

I am rejecting this response because:
As already stated, I never agreed to or was even offered the Max55 plan for the price stated by ********* That would have been a significant increase from the prior plan I had with ******** They offered me a 'special promotional' plan for 4 lines for $140/mo. then we agreed to the two S22 phones at no cost as part of the package deal.
T-Mobile refuses to acknowledge the bait and switch they performed and I refuse to accept their incorrect, white-washed version of events so we are at an impasse.
Please be sure to include my version of events, not just ********** false narrative.
Sincerely,

*****************************
Initial Complaint
Date:10/10/2022
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.
Magenta family plan - My parents were going on a cruise to ****** from 8/28/22 - 9/4/22. Due to covid, I sought wifi coverage for any emergencies. On 8/27/22, I called Tmobile, Lizel to inquire about wifi coverage on a cruise. I gave her the dates/locations of travel, cruise company and name of ship. ***** represented that international roaming package would cover wifi coverage on the cruise at $35/line. I confirmed with her multiple times and requested a guarantee. ***** sent her personal guarantee later that day. Per her instructions, I bought 2 international roaming packages for my parents phone lines. On 8/30/22, I received text messages of unusually high charges. I immediately called Tmobile and spoke with **** re the error. **** informed me that international roaming does NOT cover cruises contrary to *****'s representations. I asked to speak with a supervisor. **** indicated he was not available and indicated a supervisor would call me. I called back twice on the same day to speak to a supervisor, but was unable to connect to one. I never connnected with a supervisor thereafter.I immediately contacted my parents and informed them to put their phone on airplane mode and attempt to buy wifi package through the cruise. However, as the cruise already was in en route, buying a wifi package at that point was prohibitively expensive.On 8/30/22, at approximately 7pm, I chatted with Tmobile rep ****** and asked that international roaming packages be cancelled and reimburse our account for the erroneous charges of up to $300. She cancelled international roaming, but unable to credit our account for the erroneous charges, including the $78 for the international roaming packages. My parents were left without wifi connection due to Tmobile false representation, charged up to $300 in erroneous charges. I'm seeking reimbursement of the erroneous charges, a $200 credit for time spent and better training of Tmobile representatives.
Business Response
Date: 10/24/2022
October 24, 2022

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 October 10, 2022, regarding the above-referenced account. Please be advised ******** records indicate the account holder of record is *****************, and they have designated ******************* as an authorized user of the account.

******** regrets any inconvenience ************ may have experienced and we appreciate the opportunity to address her concerns. Please note most calls made or received while the handset is roaming on a cruise ship are billed at a rate of $5.99 per minute and sending texts is billed at $0.50 each, including when the ship is at dock in U.S. waters. Receiving texts incurs no charge and these are deducted from the domestic text allotment. Customers may visit https://www.t-mobile.com/cell-phone-plans/international-roaming-plans/cruises to enter the cruise or ferry name and determine the exact cost for on-cruise usage.

Our records confirm that on August 27, 2022, ************ added our 5GB 10-*** international roaming pass for $35.00 for the lines ending in **** and **** via my********.com. This feature provides unlimited calling to select countries, as well as 5GB of high-speed international roaming data. Customer may visit https://www.t-mobile.com/support/coverage/international-roaming-checklist for additional information regarding roaming. It should be noted that international data passes do not cover roaming while on a cruise ship.

******** has reviewed Mr. ***** account regarding the disputed international voice roaming charges for mobile numbers ending in **** and ****. Our records confirm the charges in dispute are for international roaming calls made while on a cruise ship. The total one-time charges assessed for international roaming are $212.33 including applicable taxes.

On August 30, 2022, ************ contacted our Team of Experts to discuss the additional charges. At that time, ************ was advised the international pass did not include on-cruise usage. ************ requested the international pass be removed from both lines effective August 30, 2022.

Upon speaking with ************ on October 11, 2022, we confirmed the information referenced above. It is ********s position that the international roaming charges are valid. Nevertheless, to amicably resolve Ms. ***** concerns, ******** issued a one-time credit of $290.33 to the account for the disputed charges and for both international passes including applicable taxes. ************ accepted this credit as a resolution to her concerns and the account was updated to reflect a $290.33 credit balance, which will be applied towards future billed charges. ******** 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:10/10/2022
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.
This issue started around September 10, 2022, I went to this location to upgrade my device, when i entered the store, the employee just looked irritated that I was there, when I asked to upgrade my phone to a 5g device the rep would only show me one device as my old phone was not working and I was pressed for time do to an appointment i agreed to by the *** device assuring me several times it was 5g and then stated that if i did not see the symbol at first don't worry as some towers were down due to weather and if it did not show to return to any metro store and they could help me well I went to a location closer to my home was informed there was nothing they could do. I ended up adding two lines to my account purchased 4 phones plus activation and taxes told by 3 separate employees two at a corporate store one at the location where I was having issues was told by one customer service agent in the fraud department to go back to the location call back and I would be able to get all three fixed with the fees and taxes waved when i got to the store they refused to do anything and the district manager refused help as well. I had to switch phone companies after 15 years.
Business Response
Date: 10/24/2022
October 24, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 18192357
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 response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein,collectively, as ********. ******** is in receipt of your correspondence dated October 10, 2022, regarding the above-referenced account.

******** regrets any concerns **************** may have experienced regarding her recent interaction with a Metro by T-Mobile retail store, and we appreciate the opportunity to respond. To begin, Ms. ******* ******** account was established on January 31, 2018.

Please be assured, ******** strives to provide a world-class customer service experience on each contact.We apologize if a Metro by T-Mobile authorized dealer failed in any way to display that during Ms. ******* recent contact with their store. Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. However, we appreciate Ms. ******* feedback regarding her experience.

Our records determined the following upgrades and activations were completed. On August 19, 2022, **************** completed an upgrade to a *** 20 XE device with IMEI: *************** at a local retail location for mobile line ending in ****. On August 21, 2022, **************** activated a new line of service and purchased a ******** RVL6 device with IMEI: *************** at a local retail location for phone line ending in ****. On September 10, 2022, *************** activated a new line of service and purchased a ******** *********** device with IMEI: *************** at a local retail location for phone line ending in ****, and on September 13, 2022, **************** purchased a second ******** *********** device with IMEI: *************** at a local retail location to replace her previously purchased *** 20 XE for phone line ending in ****.Additionally, our review determined **************** visited another retail store on October 4, 2022, to request a return of the *** 20 XE device and the store contacted the district manager of that location, but the return was not approved.At that time, the retail store offered to do a trade in and have **************** pay the difference in cost but she declined the offer.

It should be noted that all device purchases are subject to taxes and all activations are subject to a $20.00 activation fee. Please note, pursuant to Metro by T-Mobile policy, handset returns are only permitted for new device activations. Device upgrades are non-refundable and non-returnable. As such, Ms. ******* upgrade purchase for phone line ending in **** was not eligible for a return. Additional details are available at https://www.metrobyt-mobile.com/support/returnpolicy.

Our office spoke with **************** on October 13, 2022, and that time we provided the information above. At that time, ******** confirmed that she ported out her number ending in ****, cancelling it from the account.Pursuant to Ms. ******* request, the lines of service ending in **** and ****,were cancelled, ultimately cancelling the account. We regret any inconvenience **************** experienced.

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 a.m. to 2 a.m., CST. If you have any questions, please do not hesitate to contact our office by calling ************.

Very truly yours,

METRO BY T-MOBILE

*********************
Executive Response
Customer Answer
Date: 10/25/2022

Complaint: 18192357

I am rejecting this response because: The information that I was given in store not only when I upgraded my initial phone until the fourth phone in a three week period. I wad also told by an agent in the fraud department say my fee and the cost of the phones would be waived. Then there is the fact that not 1 but 3 employees told me I had been a victim of fraud and the agent that did it was fired. So I reject the offer

Sincerely,

***************************
Business Response
Date: 11/04/2022
November 4, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 18192357
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 October 31, 2022, regarding the above-referenced account.

******** regrets to hear of Ms. ******* continued concerns related to a purchase at a Metro by T-Mobile retail store, and we appreciate the opportunity to respond.

Please be assured, ******** strives to provide a world-class customer service experience on each contact. We apologize if a Metro by T-Mobile authorized dealer failed in any way to display that during Ms. ******* recent contact with their store.

Between August 19, 2022, and September 13, 2022, **************** visited a Metro by T-Mobile authorized dealer and added several new lines of service and purchased four new devices. As previously noted, all device purchases are subject to taxes and all activations are subject to a $20.00 activation fee. Pursuant to Metro by T-Mobile policy, handset returns are only permitted for new device activations. Device upgrades are non-refundable and non-returnable. As such, Ms. ******* upgrade purchase for phone line ending in **** was not eligible for a return. Our return policy is available for review at https://www.metrobyt-mobile.com/support/returnpolicy.

Upon further review of this matter, we have no record of **************** speaking to our **************** team, or that she was advised she could visit the store, and have all associated costs waived or refunded. We sincerely regret any inconvenience this may cause. As noted in our previous response, **************** ported her mobile number to a different carrier, and the remaining lines of service were cancelled per her request.

Our office spoke with **************** on October 31, 2022, and explained there is no record of her speaking with our **************** team. Further, there is no documentation stating we advised she could take the device in question back to the retail location for a refund. As such, we respectfully decline to take any action at this time. ******** 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 a.m. to 2 a.m., CST. If you have any questions, please do not hesitate to contact our office by calling ************.

Very truly yours,

METRO BY T-MOBILE

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

Customer Answer
Date: 11/10/2022

Complaint: 18192357

I am rejecting this response because:
They did not do their job properly and document anything in my account and now I am the one suffering
Sincerely,**************************;

***************************
Initial Complaint
Date:10/10/2022
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 recently took my cellphone to the above store to get checked out for some reason my cellphone was locked and I couldn't get into it they looked at it and without even trying to fix it? They said there was nothing they can do so I had no choice but to buy another one when I got home.i figured out my old phone and got it working I called them and told them what had happened and they said to bring it back I did expecting a refund for the new one I purchased instead they told me being they upgraded my phone? They couldn't refund my money they didn't do anything to my phone I would like my $100 back I have a phone I don't need please help me thank you
Customer Answer
Date: 10/25/2022
I am writing this email to let u no more about my recent complaint concerning metro pcs-******** first off I am getting nothing but the run-around now they are telling me that there's a third party and they can't refund my money the owner of the store? ********************* emailed me to discuss the issue with him but Everytime I tried he would not reply TMobile wants to offer me a credit I want my refund back on my card they also claim that metro pcs-******** shares no blame the third party name of store is Lc wireless of ******** ************************************* I am also in touch with my cards bank who has started a investigation into potential fraud as well please help me thank you
Customer Answer
Date: 10/25/2022
Just wanted you to know that the recent complaint I filed has been resolved against metro pcs-******** thank you
Initial Complaint
Date:10/10/2022
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.
Metro PC has been advertising that they included a hotspot for all 4 of my phone lines along with my phone service for the 5 years that I have been a customer of theirs. I have a photo of their advertisement. I have contacted their customer service at least 4 times over the years to get help accessing the hotspot, and the representatives were unsuccessful in connecting us to our hotspots, and we came to the conclusion that we didn't have enough service in the areas we were trying to use. Every rep looked at my account and verified that all 4 phone lines were paid for to access the hotspots. Last month, I called again, only to find that the advertisement was a lie! Even the rep I spoke with agreed that it was false advertisement, and followed up with a text stating that to me, and letting me know that I actually did not have access to hotspots even though my home screen on their website explicitly told me that hotspots were included in my plan. I tried to follow up again, and talked to another rep that agreed that the advertising was not true, but she was not able to help me further. Metro PC has been taking people's money for at least 5 years and not giving the hotspots that they promised. The only option that the reps gave me now was for me to pay more each month to get the real hotspots.
Business Response
Date: 10/25/2022

October 25, 2022

FILED ELECTRONICALLY

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

Re:      *********************************
Your File No. 18190863
                        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 October 9, 2022, regarding the above-referenced account.

Metro by T-Mobile regrets Ms. *********** account billing and rate plan concerns. We appreciate the opportunity to respond. To being with, Ms. *********** account was activated on February 25, 2017.

Upon our initial review of her account, we confirmed there have been many service plan changes. Please note, the 4x$120.00 Unlimited LTE with 15GB Hotspot plan is the only one that included the Hotspot feature. This plan was active on **************************** account from September 6, 2020, to April 27, 2021. On April 27, 2021, ************************ requested that her rate plan be updated to the 4 for $100.00 Unlimited Promo Plan,which includes unlimited minutes, unlimited messages, and unlimited highspeed data at up to 5G speeds depending on device capability. However, the plan does not include Hotspot services. We confirmed ************************ is being billed correctly for the provided services.

Upon our review of Ms. *********** online account, we confirmed that it incorrectly reflects that her current rate plan includes the Hotspot feature. We regret any misunderstanding regarding the features included in her current rate plan. To address the incorrect information reflected online, we have submitted a ticket to our web team to update our web page. We also offered to update Ms. *********** rate plan to include the Hotspot feature with an increased monthly charge;however, ************************ declined our offer. As a gesture of goodwill, we applied a one-month account service credit of $110.00. The account currently reflects a zero balance.

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 a.m. to 2 a.m., CST. If you have any questions, please do not hesitate to contact me directly at ************.

Very truly yours,

METRO BY T-MOBILE

***********************
Executive Response
Customer Answer
Date: 10/26/2022

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. I am very concerned, though, of Metro PC's deceptive business practices. I assume that this company was able to gain many customers because of this false advertising. Because I talked to customer service so many times and nothing was ever corrected until I contacted the Better Business Bureau, I am skeptical that this company wants to deal with their customers in an honest manner. Because of this, I will be changing phone providers. I truly hope that the company will stop using deceptive advertising practices.

Sincerely,

*********************************
Initial Complaint
Date:10/10/2022
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'm called ******** 10/5/2022 at 8:54pm to process a phone upgrade with a $999.99 promotion that included me to change my plan to a more expensive plan. The process on the ******** app was not working so I called and I spoke with a respresentative for an hour processing the phone order to the iPhone 14 pro. I had to give this representative authorization by him seeing me two personal pins to my phone to continue the process. We ended the call with me believing the phone order had been processed as the promotion was ending the following day. I was informed that I didn't have to pay anything up front and would see a higher bill on the next cycle due to the taxes for the new phone and to just send the old one (iPhone 12Pro) back when I received the new phone (iPhone 14 pro). The called ended with the rep telling me I should receive an email shortly after the call ended. I never received any email in regards to the tracking or proof of change to my account. I called ******** today at 10:00am to find out that there was never any order processed and that the promotion ended and that the rep left no notation in n the account at all about my phone order . I would like my phone order to be processed with the same promotion I was eligible for and switched my plan to to accommodate the promotion. ******** had records of all calls that can prove the conversation took place on the night of 10/5/2022. I would like the rep to be held accountable for the false statements made and to just process my order at the promotional rate i was eligible for .
Business Response
Date: 10/25/2022
October 25, 2022

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 October 7, 2022, regarding the above-referenced account. We are pleased to inform you that, after speaking with ******************, we have resolved his concerns to his satisfaction.

******** regrets any concerns ****************** experienced regarding his Apple iPhone 14 Pro offer and order request. ******** records reflect that on September 19, 2022, ****************** changed his rate plan to our Magenta *** rate plan in order to take advantage of a current promotional device offering, 2022 Apple Trade P32: Get Apple iPhone 14 Pro on ** with trade-in on ***. This promotion was available from September 9,2022, through October 6, 2022, wherein customers could get an Apple iPhone 14 Pro on us or up to $1,000.00 off other eligible Apple devices, via one-time trade-in credit and recurring device credits (RDC), when the handset was purchased on Equipment Installment Plan (EIP), trading-in an eligible handset and having or switching to an eligible Magenta *** rate plan.

On October 5, 2022, ****************** called our Team of Experts (TEX) requesting a status on his order and at this time, he was advised at that time, there was no record of the order being placed and that the handset was unfortunately unavailable as it was on backorder.

******** records indicate on October 14, 2022, ****************** qualified for and took advantage of our EIP with the purchase of an Apple iPhone 14 Pro 128GB Gold handset. Accordingly, ****************** was asked to remit a down payment in the amount of $249.99 and agree to a series of ************************** the amount of $31.25. Our records reflect that ****************** initiated a trade-in for an Apple iPhone 12 Pro 128GB Gold handset and accepted a trade-in offer of $360.00. However, as the order was not processed until after the noted 2022 Apple Trade P32 promotion had expired, he was not eligible for the ****

Nevertheless,to amicably resolve these concerns, our TEX agreed to provide the remaining amount of the promotion, totaling $640.00, to the applicable EIP via 24 RDC of $26.67. Please note that it may take up to two billing cycles for the promotion to begin after purchase.

Our office spoke with ****************** on October 14, 2022, and apprised him of our findings outlined above. Pursuant to our conversation, ****************** considers the matter resolved and has no further concerns. Should ****************** have any further concerns regarding this matter, he may contact our office at the number below or his TEX at ************. ******** regrets any inconvenience to ******************, and we appreciate his business.

Based upon the above, we respectfully request that this matter against ******** be closed.

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

Very truly yours,

T-MOBILE USA,INC.

***********************
Executive Response
Customer Answer
Date: 11/18/2022
Hello my name is ***************************** I need my complaint re-opened because the terms agreed to are still not honored as promised. I still have not received my ****** trade in credit for my old 12 pro. I was informed when I called to inquire about that I was under a different promotion than I was promised for way less than the promotion u was promised due to T-Mobiles error. The representative said that the case was escalated again but no notes were added to the account and now paying an exceptional amount on my monthly bill and have received none of the terms promised after being forced to change my plan to honor the promotion.
Business Response
Date: 12/05/2022
December 5, 2022

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 December 1, 2022, regarding the above-referenced account.

******** regrets any continued concerns ****************** may have regarding a ********* and trade-in credit, and we appreciate the opportunity to address this matter. ******** records reflect on September 19, 2022, ****************** subscribed to the Magenta *** rate plan to take advantage of a current *********al device offering, 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on ***. This ********* was available from September 9, 2022, through October 6, 2022, wherein customers could get an up to $1,000.00 off an eligible Apple iPhone 14 Pro device, via one-time trade-in credit and recurring device credits (RDC), when purchasing the device on Equipment Installment Plan (***), trading-in an eligible handset and having or switching to an eligible Magenta *** rate plan.

****************** took advantage of our Equipment Installment Plan (***) on October 18, 2022, with the purchase of an Apple iPhone 14 Pro 128GB. ****************** was required to remit a down payment of $249.99 plus taxes and fees, and he agreed to 24 monthly installments of $31.25. At the time of the purchase, ****************** agreed to trade-in an Apple iPhone 12 Pro 128GB Gold handset with an estimated trade-in value of $310.00.

As noted in our previous response, ******************** account was not enrolled in the 2022 Apple Trade P32: Get Apple iPhone 14 Pro on Us with trade-in on *** ********* as the purchase was completed after the ********* had expired. However, ******** records indicate that the *** for the Apple iPhone 14 Pro was enrolled in the 2022 Apple Trade P39: Get 50% off iPhone 14 with trade-in ********* and was enrolled to receive 24 monthly credits of $16.67, or $400.00 off after 24 months. As a result, the $310.00 trade-in credit was not applied to ****************** account.

******** contacted ****************** on December 1, 2022, and to amicably resolve this matter, ******** credited the *** for the iPhone 14 Pro Gold 128GB in full. ****************** will not be charged for this handset going forward, as the device is now paid in full. ******** regrets any inconvenience this matter has caused *******************

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

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

Very truly yours,

T-MOBILE USA, INC.

*********************
Executive Response
Initial Complaint
Date:10/09/2022
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 was told by the store in Decatur that I would have good service in **** ** where I live and if I didnt I could get a full refund . So when I got home the phone did not work so I went in to get my money back and was told I could have everything but the money for the service that I paid for thirty Days .what good is it to have a phone that doesnt work in my area . I didnt even have it twenty four hours when I took it back , so then I tried calling. There support center to try and get it working , and when they couldnt I was told by them that I could take it back and get a full refund so I made the 30 minute drive to return it and was told by the store again they couldnt give back the service fee . They was very rude didnt even try to make some sort of effort to fix the problem . These companies are stealing from poor people that dont have the money to just throw away .
Business Response
Date: 10/21/2022

October 21, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 18189217
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 October 9, 2022, regarding the above-referenced account.

******** regrets any concerns ******************** has experienced regarding the refund for the upfront cost at the time of activation. On October 3, 2022, ******************** purchased a ******** Revvl 6 handset for the use on the mobile number ending in 8144. Please note, ******************** handset is eligible to be returned for a refund as the handset is within the MetroPROMISE requirements. The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. It is important to note that our Metro Promise offers a refund for the handset; however, monthly service charges are non-refundable.

******** is always working to improve its coverage, and we regret any service issues that ******************** may have experienced. Although the coverage map at www.metroby********.com does not guarantee service availability, they predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice. ******** verified the address provided in the correspondence to your office and based on the coverage map, confirmed that the address is in a low coverage area; however, it is important to note that our records confirm usage on the number ending in 8144.

Please be advised that our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to confirm any information ******************** was provided regarding the refund for his upfront payment.

Upon speaking with ******************** on October 17, 2022, ******** has advised ******************** of our MetroPROMISE and that monthly service charges are non-refundable. Additionally, ******** has advised ******************** about our coverage map online to help guide customers on selecting if Metro by T-Mobile is the right service provider for them. Please note that ******** has respectfully declined ******************** request for a refund on monthly service charges. 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: 10/21/2022

Complaint: 18189217

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:10/09/2022
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.
Person named *** at metro pcs he sold me defective home equipment that did not work
Business Response
Date: 10/24/2022

October 24, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 18188310
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 October 3, 2022, regarding the above-referenced account. Please be advised that we have made attempts to contact ****************, which have proven unsuccessful. As such, ******** will make every effort to address Ms. ******* concerns within this letter.

******** regrets any concerns **************** experienced with her home internet device, and we appreciate the opportunity to respond. On October 1, 2022, **************** purchased an ARC KVD21 Gateway device for the use on the home internet number ending in 1984. Please note, Ms. ******* device is eligible to be returned for a refund as the handset is within of the MetroPROMISE requirements. The MetroPROMISE is available at https://www.metrobyt-mobile.com/why/MetroPROMISE.html for further review. Additionally, Ms. ******* device is covered by the limited warranty for one year from October 1, 2022. Metro by T-Mobiles Warranty Options are posted in stores and found at www.metrobyt-mobile.com. We sincerely regret any inconvenience to *****************

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

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

Very truly yours,

METRO BY T-MOBILE

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

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