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:10/03/2022

  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.

  09/16/2022, TMobile store, *********/********** in ************ to transfer phone service and acquire a new phone. They did an Internet function and claimed my number was available to transfer through the *** transfer portal. I made it clear I had pictures, messages, and apps that needed to transfer. They claimed I had to have an active ****** account to do this. *** had 72 hours to transfer the number. I went back in 9/17/2022 with the ****** account access information. They claimed they could not transfer the info from the old phone until *** released the previous phone number, 9/19/22, I received a message from the ***************** claiming there was a problem. Turned out, they had no idea what the issue was and classified it as unknown. Also found out that a PIN was generated at the store for the account but never given to me. Transfer center refused to help and sent me back to the store. 9/20/22, found out the transfer that was to happen within 72 hours did not. TMobile did not provide the right information when requesting the transfer. Went to the *** store for account info and Number Transfer Pin. Had to call 800 number to get transfer pin and they can't do it, has to be generated via the cellphone. Asked tor apps, pictures, etc., to be moved to new phone. Found out they had already shipped off the old phone. Lost hundreds of pictures, messages, apps. Can't reload apps, verification goes to old phone number via text. Unable to generate pin from PORT to *** since they shipped off old phone and SIM card Asked store to terminate purchase and service and take back phone. Cant do that either, despite receipt clearly stating 14 days for returns to store. Called customer care, their solution to the problem was to generate a PIN through ********************** router which is so old it cannot display messages and has no controls. 9/21/22. Second store refused to take phone. *************** was not even able to text a PIN to the phone, no attempt to honor request to terminate acct.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:     ***************************
                          Your File No. 18060209
                          ******** 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.   
  
  ******** regrets any concern ****************** has experienced in regard to his recent onboarding experience and we appreciate the opportunity to respond. ******** records reflect that on September 16, 2022, ****************** added a new mobile line ending in ****, to his existing account where he had an active ******** Home Internet line ending in ****.  At the time of activation, ****************** took advantage of ********s Equipment Installment Plan (EIP) option with the purchase of a ******* Galaxy S22 Ultra 5G.  ****************** paid a down payment of $399.99 plus applicable taxes and agreed to 24 monthly installments of $33.34.  ****************** also purchased a ******* Galaxy ************ case, Screen Protector, and ******* 25W Travel Adapter in which he agreed to ************************** the amount of $10.43.
  
  At the time of purchase, ****************** also traded in an Apple iPhone XR in which he received a $95.00 trade in credit that was applied towards his down payment.  Please note,the trade-in of a device within the retail store is a final transaction.Customers are informed to save, store, or back up any personal data on their device prior to the trade in. ******** is not responsible for any personal data that was not saved, stored, or backed up to a third-party application to prevent loss. Pursuant to the agreement signed at the time of the trade-in, ***************** agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final,non-refundable and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the ******** Device Recovery Program Terms and Conditions.
  
  Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period. ******** retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program.  As such, although ******** regrets any inconvenience to ******************, we are unable to return his trade in handset as it is no longer in the possession of the store where he activated service.
  
  ******** records confirm that on September 16, 2022, a port in request was initiated for the mobile number ending in ****.Regrettably, ********s attempt to port the number was unsuccessful due to the incorrect Porting PIN being provided. A Porting PIN can only be generated after a One Time PIN has been verified via text to the mobile number. As ****************** was no longer in the possession of the device active with the **** number, he was unable to verify the One Time PIN to obtain his accurate Porting PIN leaving the port request unsuccessful. ******** regrets any inconvenience to ******************.
  
  On October 7, 2022, our office was able to successfully connect with ****************** where he confirmed that he no longer had the ******* Galaxy S22 Ultra 5G and its accessories in his possession as he used the device as a trade in with his current provider to obtain a new device there. During our conversation, ******** cancelled both of Mr. ******** lines closing his account. A credit in the amount of $55.83 was issued for the current charges leaving his account closed reflecting a zero balance. In addition, ******** emailed ****************** a prepaid return label for the return of his ***** 5G Gateway modem for his Home Internet line ****. ******** also agreed to issue a credit in the amount of $924.97 to Mr. ******** account for his remaining EIP balance for the ******* Galaxy S22 Ultra 5G and accessories as a courtesy.However, it is important to note that as the device was no longer available for return, ******** declined to refund Mr. ******** down payment but agreed to refund him his trade in value of $95.00 via a prepaid MasterCard which ***************** confirmed was an amicable resolution. On October 7, 2022, ******** processed a prepaid MasterCard for ****************** and should allow seven to ten business days from the date of this letter for receipt.
  
  Lastly, the final billing statement dated October 7,2022, reflects new charges totaling $68.77, which included $66.00 for the MagentaMAX price plan on voice line ending in ****, $1.83 for the Home Internet line ending in ****, $13.20 for the Protection 360 Tier 5 TE, an adjustment of $1.83 for the Home Internet price plan and an adjustment of $10.43 for the Protection 360 Tier 5 TE.  As Mr.******** account has been cancelled, we have applied an account adjustment for the charges on the final billing statement for $68.77.  As a result, Mr. ******** account remains closed with a zero balance.  We regret any concerns this matter may have 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
  

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   

  The resolution is probably the best that could be worked out under the circumstances. However, the damage caused to me personally and professionally by the negligence and incompetence of local employees of this company likely will never be resolved or corrected. Much is lost forever because of them.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2022

  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.

  I switched to ******** in July. The company reps I talked to could not get the account right. I wanted a **************** account, but it took 3 tries to get it. In the meantime, I have been billed for various amounts on the closed accounts, for a CellSpot that I returned, they sent one bill to collections (should not have been billed. Acct. was closed), did not refund moneys they said they would (multiple times), my text number goes through on a wrong number. These are just a few of the issues. I have spoken with supervisors and phone reps too many times to count. I get a different answer each time. At this time, they owe me $105 for connection fees on closed accounts, $25 for deposit on CellSpot returned and still billed for $125, and $6 for porting a phone line.

  Business Response

  Date: 10/06/2022

   
  October 6, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     *****************************
  ******** Account Holders: *****************************, ***************************
  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 holders of record are ***************************** and ***************************, and they have designated ***************************** as an authorized user of the account.  ******** has made efforts to contact ******************** which have proven unsuccessful.  As such, ******** will make every effort to resolve her concerns within this letter.
  
  ******** regrets any concerns ******************** experienced regarding the ******** accounts.  Records reflect that the first account ending in **************************** ******** name at a ******** retail store with three mobile numbers ending in ****, ****, 0850.  At that time, ****************** was charged $35.00 per line in Assisted Support Charges to establish each line of service.  To be eligible for ********s Magenta Military rate plan, Active-Duty Members (ADM) must present proof of Eligible Branch and status as well as be the account holder or spouse.  If customers are not current members of an eligible U.S. military branch and are retired, the account holder must present or upload proof of U.S. military status at either a ******** retail location or upload documents via www.********.com.  As ****************** was not an ADM, a Change of Billing Responsibility (***) was completed to ********************** name.  A *** 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.  On August 20, 2022, the *** of the three mobile numbers was completed to the account ending in ****.  Records indicate that the account ending in **** had a balance of $87.16 paid on September 30, 2022, even though the account had been successfully migrated to ********************** account ending in ****.
  
  ******** records reflect that on July 19, 2022, ******************** activated the account ending in **** with three mobile numbers ending in ****, ****, and **** via ********s Telesales department, and was charged Assisted Support Charges of $35.00 per line to activate it.  Records indicate that the account was cancelled on July 29, 2022.  
  On October 5, 2022, ******** submitted an electronic refund request in the amount of $87.16 back to the payment method used on Ms. ******** account.  The refund can be expected to be received in one to three business days.  ******** also issued an account credit of $31.00 to the account ending in **** leaving the account active with a revised balance owed of $65.00.  ******** also submitted a refund request for the Assisted Support Charges assessed to activate the account ending in ****.  Due to the timeframe of cancellation, if an electronic refund is not approved, a Prepaid Mastercard will be issued in the amount of $105.00 to the address of record and can be expected to be received within **** business days.  If the electronic refund is approved, it will be seen within one to three business days.  ******** regrets any inconvenience to ********************, and we appreciate the opportunity to resolve this matter.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ************************;
  Executive Response

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18158040
  
  I am rejecting this response because:  As of this date, the $105 for the second set of activation fees has not been refunded to ********************************* account.  **************** told me it could take 5 business days to be credited on her **** account but tomorrow (*****) is 5 business days.   Also, my phone number *************) does not show on some of the contacts that I text (text only). It shows ************.  This was a temporary number assigned to me when the second account was opened, which was cancelled 7-30.  If these 2 issues are resolved, I will accept ********** response.  **************** was very helpful, polite and apologetic.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2022

  October 18, 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 14, 2022, regarding the above-referenced account.  Please be advised ******** records indicate the account holder of record is ***************************, and that he has designated ***************************** as an authorized user of the account.
  
  ******** regrets any continued concerns ******************** may have experienced and we appreciate the opportunity to respond.  As stated in our previous response, ******** records reflect that on July 19, 2022, ******************** activated the account ending in **** with three mobile numbers ending in ****, ****, and **** via ********s Telesales department and was charged Assisted Support Charges of $35.00 per line.  Our records further indicate that the account was cancelled on July 29, 2022, and the account reflects a zero balance.
  
  On October 5, 2022, ******** submitted a refund request for the Assisted Support Charges assessed to activate the account ending in ****.  However, due to an administrative error, the refund was not successfully completed.  Therefore, on October 14, 2022, a refund in the amount of $105.00 for the Assisted Support Charges was approved via a Prepaid Mastercard mailed to the billing address of record which can be expected to be received within ten business days.
  
  During our conversation with ******************** on October 14, 2022, she advised that when sending text messages from her line of service ending in ****, some recipients are showing her messages are coming from her previously assigned number ending in 3568.  We have opened an investigation to ********************** text messaging concerns and have agreed to follow-up with her with our findings.  ******** 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: 10/26/2022

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

• 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.

  My service does not work keep complaining and tmobile is not listening im talking to a supervisor ms **** shes not trynna help paying $354.00

  Business Response

  Date: 10/10/2022

   
  October 10, 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 3, 2022, regarding the above-referenced account.   
  
  ******** regrets any concern ************** *** have regarding her coverage and account. ******** records indicate, on November 12, 2019, ************** established the account and has four mobile numbers ending in ****, ****, **** and **** subscribed to our ******************** plan for a monthly cost of $150.00, for the first two lines and each additional line is $35.00. However, as ************** enrolled the account in our **************** each line receives a monthly discount of $5.00. In addition, the mobile number ending in **** qualified for the $30 19 Magenta Plus Line free promotion and as such, the line is free after monthly bill credits. 
  
  On July 10, 2021, ************** purchased four Apple iPhone 12 Pro *** devices, with our Equipment Installment Plan (EIP) program. Accordingly, ************** was asked to remit a down payment in the amount of $424.99, for each handset, and agreed to a series of ************************** the amount of $28.13, for each handset. Thus, the four voice lines were enrolled in the Protection 360 Tier 5 TE feature, for a monthly cost of $18.00 plus taxes, each. With that said, **************** monthly charges estimate to be $354.52. 
  
  Unfortunately, ******** is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. ******** is always working to improve its coverage and although the coverage map at www.********.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. ******** has verified the address on **************** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues.  
  
  ******** reviewed the account usage from July 13, 2022, to October 10, 2022, and over the course of those months, ************** used an average of ****** minutes, sent and received ***** text messages and multimedia messages and used an average of ****** gigabytes of data. As such, it is ********s position that ************** is using the service and we consider the charges to be valid.
  
  Furthermore, we spoke with ************** on October 7, 2022, and apprised the information above. However, we offered to troubleshoot her device and asked for recent examples to further investigate the matter. Regrettably, ************** declined this option and was unable to provide recent examples of her service issues. If ************** continues to experience any difficulties with the service, we request that she provide our 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. Please note, ************** *** also contact me at the phone number below, with the information needed for further assistance. With that said, ******** respectfully declines **************** request of being refunded and we truly 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