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 - Duncanville

  105 S Cedar Ridge Dr Duncanville, TX 75116-4530

• 

  Metro By T-Mobile Corporate Office

  2250 Lakeside Blvd Richardson, TX 75082-4304

• 

  Metro By T-Mobile - Irving

  2605 W Airport Fwy Ste 1 Irving, TX 75062-6020

• 

  Metro By T-Mobile

  6633 US Highway 19 New Port Richey, FL 34652-1740

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:10/09/2022

  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 have called multiple times about the issues of my phone ************ not able to call 911 or receive text messages and photos and loss of all my text and contacts and that the phone that metro pcs executive team sent me had issues with it when I got it but they refused to fix the issues and I feel that I should get credit for the phone problems I am having and then I Goto the store to upgrade my phone they said no upgrade till November 2023 and then they saying that it is bring your own device not true all phones on the account where from metro pcs I want this issue fixed ASAP or I going to another carrier

  Business Response

  Date: 10/25/2022

  
  October 25, 2022
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 18188296
                          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 *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated October 5, 2022, regarding the above-referenced account.
  
  ******** regrets any issues *************** *** have experienced.  To begin,Mr. ******* account was established on January 5, 2022, and currently has three lines of service on our 3 for $120.00 Unlimited LTE w/15GB plan. 
  
  ******** knows 911 calls are the most important calls its subscribers make and endeavors to ensure all 911 calls on its network are directed to the appropriate emergency call center.  Calls are routed to the local Public Safety Answering Point (PSAP).  Several factors *** result in delays or other problems in delivering a 911 call as described in our Terms and Conditions of service.  We submitted a trouble ticket to review Mr. ******* reported concerns of being unable to dial 911 and our engineering team confirmed that **************** successfully placed a 911 call that lasted over 3 minutes on August 15, 2022.
  
  Although Mr. ******* address is in a moderate coverage area, we regret any coverage issues he *** 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.  It is important that if customers experience any difficulties with their service, that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred,including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, ******** can attempt to resolve the issue through network or equipment adjustments.
  
  On October 19, 2022, we spoke with **************** and discussed his reported concerns and his concerns with his current Revvl 5 handset for the line ending in ****.  Regrettably, there are no warranty centers local to *****************  Therefore, to amicably resolve his handset-related concerns, ******** offered a one-time nonrefundable account credit of up to $400.00 to offset the cost of upgrading to a new handset for the line ending in ****.  **************** accepted our offer as full resolution to his concerns.  This offer is extended through close of business on November 18, 2022, **************** has agreed to forward his purchase receipt after upgrading his device.  We regret any inconvenience to *****************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers *** contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST. Our office *** be reached at the address listed below or by calling ************.
  
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response
  

• Initial Complaint

  Date:10/09/2022

  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 had opened a account for my brother in April2022 due to he did not receive his SSI The store informed me once he get s his SSI we can transfer the account.We used the promotion buy one phone other one half off.We paid fully for the phone and we got $616 off other phone.Once I transfer the phone l was still billed for the promotion $616.12.I did not get help from anyone for weeks and than l was informed by one representative the amount is cleared since it was not closed but transferred.3 weeks later l get the mail again to pay $616.12 or else it will be reported to my credit I did pay as l can't let this affect my credit and still can't get anyone to answer or help.This is bad l lost $616 for nothing when the phones are still in used and l was told charges are cleared.Simply no one cares it's all about money.

  Business Response

  Date: 10/24/2022

   
  October 24, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 18188285
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated October 4, 2022, regarding the above-referenced file number.   
  
  Please be advised ******** takes account security seriously; therefore, to protect our customer's privacy and personal information, ******** restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed ************************* is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting ************** regarding his correspondence to your office. The account holder of record *** add ************** to the account by contacting ********s Team of Experts (TEX) 24 hours a day at ************. Additionally, the account holder *** have one of the authorized users on the account contact ******** at the number below to discuss this matter further. ******** regrets any inconvenience to ***************
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************ 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *********************
  Executive Response
  
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18188285
  
  I am rejecting this response because: this is a closed account and *********************** is the account holder for account 

  Attached is the bill l paid when l was not supposed to pay
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/01/2022

  November 1, 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 24, 2022, regarding the above-referenced account.   
  
  ******** regrets any concerns ************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  ******** records reflect the account was activated on March 31, 2022, with two lines ending in ****, ****, and subscribed to our Magenta rate plan with a monthly cost of $130.00, including taxes and fees.
  
  ******** records indicate on March 31, 2022, ************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 *********************** *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  Accordingly, ************** was asked to remit a down payment in the amount of $759.98 and agree to a series of ************************** the amount of $30.00 each. 
  
  Between February 4, 2022, through July 6, 2022, ******** offered our 2022 Apple Buy 2 P2 promotional offer, whereby, customers could buy one Apple iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 13 mini, iPhone 12, iPhone 12 Pro, iPhone 12 Pro **** or iPhone 12 mini  handset and save $700.00 on another one (via Recurring Device Credits (RDC)) when they purchased both on *** and with the activation of a new voice line on an eligible rate plan. Upon review, the account was receiving this promotion and getting a monthly RDC in the amount of $29.17.   Please note, promotional RDCs are paid out over the full term of the *** with no means to speed up their payout.  Additionally, if customers cancel service prior to the full *** term, any remaining promotional credits will stop.
  
  A Change of Responsibility (***) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon requesting a ***, ************** advised ******** he had found someone who wanted to take financial responsibility for all the mobile numbers on the above account.  ******** let ************** know the potential new customer must contact ******** within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. 
  
  ******** investigated this matter and found the *** for **************** mobile numbers on the account was processed on May 21, 2022.  As of that date, ************** was no longer financially responsible for the mobile numbers ending in ****, ****, and the account was cancelled.  Please note, because the new account holder did not accept financial responsibility for the Equipment Installment Plan (***) associated with the handsets in use by the above mobile numbers, the remaining *** balance was not transferred to the new account.  
  
  If a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.  As noted above, ************** agreed to an *** for the mobile numbers ending in ****, and **** on March 31, 2022, with the purchase of two Apple iPhone 13 *********************** When the account was canceled as a result of the *** on May 21, 2022, the remaining *** balance of $660.00 was accelerated and posted to the final billing statement dated June 1, 2022.  It is ********'s position that the remaining *** balance was valid.
  
  **************** final billing statement dated June 1, 2022, reflected a total balance due in the amount of $616.67.  The bill consisted of a credit of $43.33 for the rate plan, and $660.00 for the accelerated *** due to cancellation from May 1, 2022, through May 31, 2022.  ******** records reflect ************** made a payment of $616.67 on October 4, 2022.
  
  Between July 26, 2022, through October 4, 2022, ************** contacted our Team of Experts (TEX) regarding the final billed charges.  Our TEX explained to ************** the *** was not transferred to the new account, and because of that, the remaining *** balance was accelerated to the final bill.
  
  Upon speaking with ************** on November 1, 2022, he confirmed the listed above concerns.  As a gesture of goodwill and to fully resolve this matter, ******** offered to refund **************** payment in the amount of $616.67 to fulfill the promotional offer 2022 Apple Buy 2 P2.  ************** accepted this as resolution to his concerns and this was processed accordingly.  As of the date of this correspondence, the above-referenced account remains closed with a zero balance.  We regret any inconvenience to ***************
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***********************
  Executive Response

• Initial Complaint

  Date:10/09/2022

  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.

  Received inoperable home internet device (device constantly turns on and off and switches from 3 bars of service at 30 mpbs to 0 mpbs), talked to customer service representative from ************** several times for a new functional device........talked to **** (employee id #******, MJ ********* (who hung up the phone), Ra (*******), ***** (*******),........**** (*******) from *************** call center for ******** customer service at the number **************, all of which couldn't process the request of asking for the replacement of a non-functional device with the exception of ***** (*******) finally processed after 2 hours and 50 or so minutes of talking to customer service to finally have a replacement sent only to never find out the 3rd party which ******** uses as an outsourced customer service hotline or the technical supports rep's ** # until being transferred twice back to customer service......the entire call and speed test details will be posted in update.........

  Business Response

  Date: 10/20/2022

  October 20, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:     *****************************
                          Your File No. 18187726
                          ******** Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated October 9, 2022,regarding the above-referenced account.   
  
  ******** regrets to hear of Ms. ********* concerns involving her home internet device and customer service she experienced.  ******** records indicate ******************** activated a home internet service with ******** on September 28, 2022.  Please note that ******** provides a Gateway device to utilize the Home Internet Services.  The Gateway is available for our customers to use as long as they remain a ******** customer.  Upon cancelation of service, the Gateway must be returned to ********, to avoid a non-return fee.
  
  ******** is always working to improve its service, and we regret any data service issues ******************** may have experienced.  Unfortunately, we are unable to guarantee data speeds in any location.  There is no way to predict an exact speed with the variety of factors that can affect a customers experience.  The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.  Additionally, customers may experience different results based on location and number of other customers on the network.  Although the coverage map at www.********.com does not
  guarantee service availability, it predicts and approximates our wireless coverage area outdoors,
  which may vary from location to location and may change without notice. ******** has verified
  the address on Ms.********* account and based on the coverage map, confirms her
  account address is in a moderate coverage area with no known issues.
  
  Unfortunately, our records reflect that on October 9, 2022, ******************** cancelled her services.At that time, a prepaid label was generated for ******************** to return her Gateway back to ******** at no cost.
  
  ******** was able to speak to ******************** on October 11, 2022. ******************** stated that when she started service that she was having issues with service and attempted to get this resolved with numerous representatives, regrettably without success.  ******************** said that she cancelled service due to problems that she had with the network.  ******** advised ******************** that we appreciate her feedback and apologize for any inconvenience that she experienced. 
  
  Please be assured ******** takes allegations of employee misconduct very seriously. We make
  every effort to be professional and courteous to our customers. We apologize if any ********
  employee failed in any way to display that during Ms. ********* recent call to Team of Experts (TEX).
  
  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:10/07/2022

  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 went into store on September 21st to purchase a new phone to have an upgrade on my old phone the phone. There was 2 options there was if you keep the original number the phone was $299.99 if you got if you got a new number the phone was only a $199.99.. I bought my phone to a 3rd party called smart pay when I got home I realized they had took money on my account and didn't notify me they were going to do it and then I looked at the price of the phone and the girl rang up my phone at $406.99 . I went back to the store to tell them that they had overcharged me the phone they told me I had to go through smart pay however that is a contract that they cannot fixed they can only fix it on the metro PC side and they have refused to help me I have contacted the manager 3 times I've been up to the store twice I just now got off the phone and hes telling me hes not in the store but I could clearly see him outside when I called so I'm being lied to and I told the young man on the phone no worries I'm just gonna go to the Better Business Bureau because nobody wants to help me and they're basically overcharging me And I think that's a fraud and I told them that this is not acceptable that they are not allowed to deceive a consumer in pricing

  Business Response

  Date: 10/20/2022

   
  October 20, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:*************************
  Your File No. 18184162
  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 7, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** experienced regarding her recent purchase at a Metro by T-Mobile authorized dealer.  Please be advised that our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any transactions completed in-store.  
  
  In an effort to amicably resolve Ms. ******** concerns ******** offered ****************** a one-time courtesy credit in the amount of $80.00 to be applied to her Metro by T-Mobile account.  Regretfully, ****************** declined our offer.  Please note that ******** has respectfully declined Ms. ******** request to have Metro by T-Mobile store owner waive the balance of the handset.  Therefore, ****************** must visit the Metro by T-Mobile authorized dealer to review options to obtain an itemized copy of the receipt at the time of her purchase and dispute any purchase details.  ******** regrets any inconvenience to *******************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

• Initial Complaint

  Date:10/07/2022

  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 purchased the ******** home internet back in December 2021. Everything was fine until around March 2022. I havent been able to use my internet. I have contacted the company multiple times and they just tell me that theres nothing wrong with my service and to stop contacting them. They wont let me return the device nor get my money back. I just want my all my money refunded back to me. Because theres no reason why I need to be paying for something that doesnt even work!

  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 7, 2022, regarding the above-referenced account.  Please be advised that ******** has made several attempts to reach ****************** by phone but have been unsuccessful.  As such, we will make every effort to address Ms. ******** concerns within this letter. 
  
  ******** regrets any concerns **************** has experienced regarding her ********************** and we appreciate the opportunity to respond to this matter.  ****************** activated the above account on November 28, 2021, with one ******** Home Internet line of service ending in **** and is currently subscribed to our Home Internet rate plan at a monthly cost of $55.00.  With enrollment in AutoPay, the account receives a monthly discount of $5.00 per line of service. 
  
  In Ms. ******** letter to your office, she indicates she is not able to use service with her handset in or around her home.  We regret any coverage issues ****************** has experienced.  Unfortunately, ******** is unable to guarantee coverage and data speeds in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  The device speeds *** vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.  Additionally, customers *** experience different results based on location and number of other customers on the network. 
  
  Although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  ******** has verified the address on Ms. ******** account and based on the coverage map, confirms her account address is in a good coverage area with no known issues. 
  
  It is important that if ****************** continues to experience any difficulties with the service, that she provides Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, ******** can attempt to resolve the issue through network or equipment adjustments.  ****************** *** reach her TEX by dialing **************. 
  
  It is also important to note that ****************** is not under any contractual obligation to keep her service active with ******** and if she is dissatisfied with the services she is receiving, she *** cancel service at any time without the assessment of an early termination fee.  However, in order to avoid a non-return fee for her Home Internet gateway, she must return the equipment within 45 days of cancellation. 
  
  As a courtesy to ****************** and in an effort to amicably resolve her concerns, on October 19, 2022, ******** applied a one-time account credit in the amount of $50.00.  This credit covers the monthly access charges for the periods of September 29, 2022, through October 28, 2022, and as long as ****************** cancels her service by October 28, 2022, she will owe no further monthly access charges to ********.  This credit leaves Ms. ******** account active with a zero balance as of the date of this letter.  ******** 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:10/06/2022

  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.

  My name is ***************************. As a metro pcs by ******** customer, l've changed my plan 3 times to improve my service with metro pcs company, and just like with 2 previous times/plans, the company doesnt deliver on its promises. My 3rd and current plan is a $40 single plan promotion with "unlimited talk, texts, and internet data". My billing cycle begins every 1st of each month, which means l'm only five days into it and l'm already having internet data service and it's been that way since day one of this month and prior. I can't go online and whenever it finally opens, it buffers nonstop or it won't open at all. Today alone, I called customer care three times and talked to five different agents and the last one, a supervisor, a gentleman. He told that "he couldn't help me either and l just need to wait for a few days. What?! They already have my money and oops too bad lady! No, I'm not making this up. Metro pcs definitely does bait and switch and it's employees are very disrespectful, too. I need help bc l'm frustrated and feeling taken advantage of. They never renewed my data after the previous billing cycle ended. Even though l have unlimited data service, but they want to make sure that l can't use it. I need my account to be credited for this continued problem and for the aggravation l went through with their rude and incompetent employees. Metro pcs is an unethical and greedy company that doesn't care at all about their customers. It only wants money from its customers without ever planning to keep their words to us, customers. Please, help quickly bc l don't want to be disrespected again the way that 3rd agent, a female left the phone open without attempting to fix my issue. Instead, they want more money from me. No, they owe me. It's time for Metro pcs by ******** to reimburse my money to me. Or give me what l paid for. Thank you, RC

  Business Response

  Date: 10/24/2022

  
  October 24, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
              Your File No. 18173149
  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 October 6, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************** experienced regarding her service, and we appreciate the opportunity to respond.  Our records reflect that currently, ************** has one active line of service which is subscribed to our $40.00 Unlimited LTE Single Line Promo rate plan.
  
  ******** is always working to improve its coverage, and we regret any service issues **************** *** have experienced.  Unfortunately, ******** is unable to guarantee coverage and data speeds in all areas, and indoor coverage can never be guaranteed, as there are several factors and conditions that *** interfere with actual service, quality, and availability that can affect a customers experience.  ******** has reviewed the address **************** provided on her account and according to our coverage map available at www.Metroby********.com, the address is in a good coverage area with 5G coverage available, and the service is working as expected.  Further, there are no current known issues or network modernization efforts in progress.
  
  We made multiple attempts to contact ************** via phone and e-mail; however, we were unsuccessful.  Based on the above, it is ********s position the network in Ms. ****** area is working as expected.  If ************** continues to experience issues with the service, she *** contact Metro by T-Mobile at the number below.  We regret any inconvenience to ***************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed. 
  
  Customers *** contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 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

  Metro by t-mobile is playing games with me bc they don't want to resolve the issues. I contacted the company again this past Tuesday regarding 

  Internet issue, they did nothing. 

   

  During my interaction with one of the company's agent,  I told the lady this is exactly why l filed my last complaint with BBB and her answer was: "we contacted you by phone and via e-mail, but we never heard from you". You dont need to hear from me again when l already contacted with no resolution. My last hope is BBB. ******, why did you contact me instead of fixing the issues already raised and get me the refunds requested in the complaint? 

   

  I specifically wrote in the complaint that l was done talking to them, I want action, now. I'm tired.That agent kept saying "we emailed you on 10/12 @ 3:59, we never heard", but it was a lie done in bad faith to not fix the problems. Btw, I looked for that said message in both inbox and spam, there was none from the company . Someone from ******** called my phone once and left one voice mail, that's all. l wasn't going to call back since I already told them all there was to say.They need to fix my service issues, which l prepay for on time, monthly.

   

  Thank you,

   

   

  RC 

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 18173149
  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 November 1, 2022, regarding the above-referenced account.  
  
  ******** regrets any additional concerns ************** experienced regarding her service, and we appreciate the opportunity to respond.  Our records reflect that currently, ************** has one active line of service which is subscribed to our $40.00 Unlimited LTE Single Line Promo rate plan.  This rate plan includes unlimited 4GLTE data, in addition to unlimited calling and texting.
  
  ******** is always working to improve its service, and we regret any data service issues ************** may have experienced.  Unfortunately, we are unable to guarantee data speeds in any location.  There is no way to predict an exact speed with the variety of factors that can affect a customers experience.  The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.  Additionally, customers may experience different results based on location and number of other customers on the network.   
  
  ******** has reviewed the address ************** provided on her account and according to our coverage map available at www.Metroby********.com, the address is in a good coverage area with 5G coverage available, and the service is working as expected.  Further, we were able to confirm network modernization that was in progress that could have resulted in her reported concerns.  Our records further reflect that the network upgrades were completed on October 5, 2022.  
  
  During our discussion with ************** on November 2, 2022, we explained the information outlined above.  As a courtesy, we issued a one-time non-refundable bill credit to the account in the amount of $80.00, effectively providing two months of service at no cost.  Ms. ****** account now has a credit balance of $40.00.  The next bill payment is due on January 30, 2023.  ************** had no further concerns regarding this matter.  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 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
  
  

• Initial Complaint

  Date:10/05/2022

  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 October 4 I signed up for the ***** unlimited plan with Metro by T-Mobile. They gave me my Moto 5g stylus 2022 phone. My phone does not work! I called the toll-free customer service Rep. with my issues! The apps do not work because the settings on the phone are messed up. Also, the phone does not stay charged! They did with me a factory reset. We did approx. 10 times. I still have issues and now my preloaded apps disappeared. Also, the phone does not stay charged! I asked for a new phone they said no and to stop calling! I just want to swap phones for a new one it is a day old! I have cancer and getting ready for chemo I need a phone that works!

  Business Response

  Date: 10/17/2022

   
  October 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 18174732
  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 5, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  ****************** purchased a ******** G ****** 5G handset on October 4, 2022.  Provided with that purchase was a one-year limited warranty offered by Metro by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with our ************* or Retail Teams.  
  
  If ****************** needs to exchange his cell phone and it is covered under our warranty policy, he can visit a Metro by T-Mobile store or an authorized dealer.  Our store locator can be used to find the nearest repair/exchange center.  Not all warranty options are available at all locations.  Warranty exchange fees are subject to change.  All warranty options exclude exchanged phones that show signs of outside physical or liquid damage or that are no longer within the manufacturers warranty.  Metro by T-Mobile warranty replacement phones are not guaranteed to be new nor guaranteed to receive the same model or the same color.  If the exact model is not available, replacement will be of like kind and quality.  Color, features, and accessory compatibility are not guaranteed.  
  
  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions done in store and we would respectfully request that customer contact the store directly for assistance.  Further, our records confirm that ****************** has performed troubleshooting with our ************* Team and a master reset was recommended.  Should the master reset not have resolved Mr. ******** concerns, ******** recommends that he visit his local retail location to process an exchange.  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 at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response

  Customer Answer

  Date: 10/17/2022

   
  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.
  
  Sincerely,
  
  ***************************

   

  THIS WAS A CHEAP AND TACKY WAY TO GET OUT OF A BAD SITUATION!

• Initial Complaint

  Date:10/04/2022

  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 purchase service from Tmobile about 4 months. For the pass 3 weeks the service has not worked. I contacted Tmobile over 10 times and they are unable to resolve the issue. I learned from Tmobile representative that the phone number assigned to me was been used by someone else. I received an email from Tmobile saying that I disconnected my service, which I have not. I need my service to work and an explanation ffrom Tmobile regarding my account.

  Business Response

  Date: 10/14/2022

   
  October 14, 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 4, 2022, regarding the above-referenced account.   
  
   ******** regrets any concerns ****************** experienced regarding the above prepaid account, and we appreciate the opportunity to work with him to resolve his concerns.  ****************** activated the above prepaid account on July 29, 2022, with a mobile internet line of service ending 3505.  ****************** subscribed to our North America ******************** Internet Unlimited Talk, Text and Data with 2GB 5G and LTE prepaid rate plan, at a rate of $10.00 per month. 
  
  On September 21, 2022, ****************** contacted our Team of Experts (TEX) regarding issues he experienced with his connectivity.  At that time, ****************** completed the applicable troubleshooting for the issues experienced.  On September 22, 2022, Mr. ******** rate plan was changed to our North America ******************** Internet Unlimited Talk, Text and Data with 10GB 5G and LTE prepaid rate plan, at a rate of $40.00 per month.  On September 24, 2022, ****************** contacted *** to request the cancelation of his mobile internet service, which was completed at that time. 
  
  On October 7, 2022, ******** contacted ****************** and advised the above account had been restored and we are working to change the plan back to our North America ******************** Internet Unlimited Talk, Text and Data with 2GB 5G and LTE prepaid rate plan.  Due to an inadvertent error, we have been unable to complete the rate plan change as of the date of this letter.  ******** will continue to work with ****************** to ensure that his concerns are resolved.  ******** 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:10/03/2022

  Type:Delivery 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 spoke to a supervisor for ******** last Wednesday who failed to order my phone. I was told my phone would be getting to me today or tomorrow. The supervisor failed to put my order in, phones are now on back order and now I have to wait even longer.Second issue: I called in yesterday and the representative was supposed to escalate my call to have the supervisor return my call today in which he also failed to do. This is NOT about a sole employee but about the leadership placed in position that is making promises and not following through on. Its about failed communication and follow through.

  Business Response

  Date: 10/14/2022

   
  October 14, 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 3, 2022, regarding the above-referenced account.  Please be advised ******** records indicate the account holder of record is *****************************, and she has designated *************************** as an authorized user of the account.
  
  ******** regrets any concerns **************** may have regarding the listed above 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 Mr. ******* recent contact with our Team of Experts (TEX).
  
  Between September 27, 2022, through September 28, 2022, **************** contacted our TEX with the intention to upgrade to an Apple iPhone 14 ********************** Please be advised, our TEX informed **************** the handset he requested to order was currently on backorder and was advised the estimated shipping date was October 7, 2022.  **************** stated he would like to receive the handset as quickly as possible and was then referred to our local retail stores to see if they had the desired handset in stock.  During this time, no equipment was ordered for *****************
  
  ******** records indicate on October 2, 2022, **************** qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 14 ********************** EIP is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  **************** was not required to remit a down payment; however, he agreed to pay for the taxes on the full retail price.  **************** then agreed to a series of ************************** the amount of $45.84.  
  
  Upon speaking with **************** on October 5, 2022, ******** confirmed he received the ordered equipment on October 4, 2022, and the handset was currently in use.  ******** accepted Mr. ******* feedback and will utilize this feedback for future customer interactions.  As a gesture of goodwill, ******** offered **************** a credit of $50.00; however, **************** declined the credit as he only wished to provide feedback.  ******** 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:10/03/2022

  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.

  9/19/2022 MetroPCS Corporate *********************************************************** Attn. COMPLAINT ***** Re MetroPCS ************************************************************* I purchased a phone charger at the above address on 9/4/2022. Later on for personal reasons I returned to the store with the unopened package and receipt on 9/17/22 around 11 30 am EST. The one and only salesman there stated to me that he must call the manager before accepting a return but he was not allowed to call the manager today (9/17) since the manager is in a training session. The same salesman then added that he does not have access to authorize a refund in the system, asking me to return tomorrow. I left.I returned to the above location on 9/19/22 at 4 03pm EST. The salesman that was there on 9/17 was sitting and I believe it was the manager at the register who I approached. Again I presented the 9/4 receipt to the manager asking for a refund. The manager stated that it was too late for me to receive a refund since beyond the 14 days. I explained that the box was not opened. The manager held strong on the *************************************** on the receipt. To him I explained that I could also present proof that I was out of state this month on vacation. He again stated that the 14 day rule applied. I left.The receipt is enclosed and I am not going to go into what I discovered when I came home and how wrong the manager was in making this decision. I have been with Metro PCS since ******************************************* returning items. This scenario is wrong in so many ways and I strongly suggest the right party to speak to this employee supplying me with a REFUND. Make note that there will be no violence from me but know that if your department does not reach out to me I will go to plan 2. Later MetroPCS will discover that it was not worth ignoring and not refunding. Please assist with this refund. If MetroPCS is considerate and has etiquette it would only be right for me to receive some type

  Business Response

  Date: 10/17/2022

  
  October 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *****************************
  Your File No. 18154737
                          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.  
  
  ******** regrets any concerns ****************** may have experienced regarding the above referenced account and we appreciate the opportunity to respond.  Please be advised, our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions done in store and we would respectfully request that ***************** contact the store directly for assistance.
  
  Upon speaking with ****************** on October 7, 2022, ******** offered as a gesture of goodwill a one-time, non-refundable account credit of $50.00, which would offset the cost of Ms. ******** retail purchase and result in a balance of zero with her next refill payment for service due on November 17, 2022.  ****************** accepted this credit as full resolution to her 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 ******** authorized dealer failed in any way to display that during Ms. ******** visit to the retail location.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at **************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  *******************************
  Executive Response