ComplaintsforMetro by T-Mobile

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I'm sending this regarding my phone service provider. The screen on my iPhone cracked so I called them to ask if my service could be suspended until I get it fixed so then I can ask for the service to be resumed. The first ****** I spoke to told me that it was possible. The second ****** told me that a payment due would be waived when I temporarily use the *** card in a different phone and ask to get the service resumed. The third ****** said they couldn't pull up my account because the phone couldn't receive a one-time pin and that I had to go to the actual store which I did. At the store, they told me they're not seeing a discount or anything of the sort and that I should contact the better Business bureau otherwise I would have to pay the amount for one month but really only have about 10 days and then in 10 days pay that amount again for another month.

  Business response

  11/12/2024

  
  November 12, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22527876
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 8, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to the monthly service charge due for the account despite a suspension of the account services.  T-Mobile investigated these concerns accordingly.
  
  Please be advised, Metro by T-Mobile is a prepaid service provider, and the balance owed for the upcoming service cycle is due on or before the first day prior to start of the new service cycle.  If no payment is remitted prior to the beginning of the new service cycle, the service will be suspended pending remittance of the balance due, and should customers reach 30 days past due, the account will be cancelled for continued non-payment.  It should be noted that in cases of voluntary suspension, there is no change to monthly service cycle charges, and the balance for monthly service charges must still be paid each month to maintain service.
  
  Our records show on August 30, 2024, our customer was suspended for non-payment of the balance due on August 29, 2024.  On the same date,the account was temporarily restored with a 72-hour extension, and on September 2, 2024, after no payment was remitted, the account was again suspended for non-payment.  On September 13, 2024, our customer remitted payment for the past due balance, restoring the account, and additionally changed the monthly service cycle to begin on the 13th and end on the 12th of the following month. 
  
  On October *******, as no further payment was remitted, the account was again suspended for non-payment, and at this time remains suspended.  Please note, our records do not reflect any contacts to ************* requesting a voluntary suspension of services.  Should our customer wish to resume their service, we encourage them to remit payment for the balance due at their earliest convenience to ensure the account remains active.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

  Customer response

  11/12/2024

   
  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my own phone, a ******** 5g 2024, to Metro by T-Mobile (over the phone) and paid for prepaid, no contract service. I paid $85 in total for a months service. I paid $30 at ******* for T-Mobile service, but they didn't activate it bc they said I had to take my phone to a T-Mobile store to get a sim card. When I arrived at ********, they were confused and sent me away. I then called T-Mobile by phone, but somehow was connected to Metro by T-Mobile. They charged me another $55 for their prepaid, no contract, bring your own phone service. Now I want to change carriers to q-link but am not able to bc Metro somehow network locked my phone, like I got the phone from them. I did not get the phone from Metro nor have I ever been in a metro store. They illegally locked my phone to their network and refused to unlock it. I just want my property back...

  Business response

  11/08/2024

   
  November 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22519200
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 5, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced with their recent activation and Mobile Device Unlock request, and we appreciate the opportunity to respond.  Our customer activated their ********************** account on October 6, 2024, and has one voice line of service.  Our customer is subscribed to the ***************************** Flex Start rate plan.  
  
  Upon a thorough review, our records confirm that our customer remitted a payment of $55.00 on October 14, 2024, for their service cycle that ran from October 6, 2024, through November 5, 2024.  Regrettably, we are unable to substantiate a payment remitted in the amount of $30.00 as indicated in the letter to your office.  As such, should our customer feel they were incorrectly charged, we request they contact their financial institution to dispute the charges.
  
  Please be advised that Mobile Device Unlocks are available for devices that meet the following eligibility criteria, which are available at ******************************************************************************************, and include: 
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  365 days must have passed since the devices activation date.
  
  Please be advised that for warranty exchange handsets, the beginning of the 365-day period is based on the original handsets activation date, not the activation date of the warranty exchange handset.  The above requirements apply to handsets purchased after May 1, 2024.  It should be noted that for handsets activated prior to May 1, 2024, the activation period requirement is 180 days.
  
  Upon review, we confirmed our customer was utilizing a Bring Your Own Device (BYOD) ******** Moto G 5G and was activated on October 6, 2024.  Please note, this device was not sold by Metro by T-Mobile, and as such, is not eligible for a device unlock under *********************** Mobile Device Unlock policy.  However, our review did show that the device was locked to **********************, and on November 8, 2024, the unlock request was processed, and our customers ******** Moto G 5G is now unlocked for use with another provider.  Our customer should complete the below steps on their device to finalize the Mobile Device Unlock of their device:
  
  1. Make sure you can access the internet.
  2. Go to the Home screen.
  3. Choose Settings > About phone > Device Unlock.
  4. Choose the desired device unlock type. You will only see unlocks that you are eligible for.
  Temporary Unlock lasts for 30 days and allows you to use a SIM card from a foreign country when abroad. To choose this option, you need to have a mobile data connection.
  Permanent Unlock allows your phone to use a SIM card from a different carrier.
  5. The device requests and completes the unlock.
  6. Once the unlock is done, restart the device.
  Please note, if you do not restart the device, a persistent alert will appear in the notification tray.
  
  Thank you for bringing this matter to our attention.  T-Mobile regrets any inconvenience to our customer.  If additional assistance is needed, customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  **** *****
  Executive Response

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My cell number is ********** and I was involved with a ladie on dating site at pone ********** and I want metro to block her pone again I block but it want block again I ask them in person it eudnt so cause she scammed my bank cash app for alot of money and I want to prosecute her

  Business response

  11/08/2024

   
  November 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22519175
  
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 5, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced with their handset, and we appreciate the opportunity to respond to this matter.  It should be noted T-Mobiles systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (SIM) card.  The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
  
  If a customer is experiencing unwanted calls or messages, we recommend following the below steps to block the number.
  
  Phone app
  1.Touch and hold a call from the number you want to block 
   
  2.Touch Block/report spam 
   
  3.If you don't want to report the number as spam to ******, remove the checkmark 
   
  4.Touch Block 
   
  Messages app
  1.Touch and hold the conversation thread from the number you want to block 
   
  2.Touch OK 
   
  When the number is blocked, the customers phone will automatically decline the call and forward it to voicemail.  Text and picture messages will not be delivered to the Messages app.  Its important to note, the blocking feature may not work for phone calls made through a third-party apps.
  
  If the customer feels they are a victim of any unlawful act, we encourage them to contact their local law enforcement authorities. We regret any inconvenience.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. 
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ****** *********
  Executive Response
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased service with Metro By T-Mobile a few months ago transferred my phone number and a few days later my phone broke I tried to swap the phone online but it was asking me for the *** code which I don't have access. I reached out to customer support but apparently they are unable to swap my device I explained the situation and they advised to go a metro store I advised I'm unable to go. Today 11/04/24 I went to a metro pcs store located in ****,** and they where charging me 27 dollars for the swap. I have been paying all this time for service which I have not used nor I have been able to get my device swapped because of a sms code. All I want is my service which I have been paying in vain and without use, I signed up by email and I think I should be able to get a code by email as well to swap my device or they should have a back up to swap it without going to the store, if it was easy to buy service it should be as easy to swap my device. I have not used the service since July at 25 dollars per month

  Business response

  11/11/2024

  
  November 11, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Halomar ******** ******
              Your File No. 22514407
              Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 5. 2024, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns Halomar ******** ****** may have experienced with their account and we appreciate the opportunity to respond. The account was activated on July 9, 2024, with the mobile number ending in 6991.  On July 25, 2024, the account activated a Bring Your Own Device, (BYOD) Android handset for use with their service.  The account was also subscribed to our $30.00 for the 1st Month and $25.00 with AutoPay Unlimited BYOD rate plan. 
  
  T-Mobile offers new customers to BYOD to use on T-Mobiles network and one of the eligibility requirements is the handsets be unlocked by the original carrier and be compatible with the network available in the customers area.  However, Halomar ******** ****** states in their correspondence to your office that their handset stopped working and they needed to change the handset on the account. Halomar ******** ****** was also using their Metro online account to change their handset and to avoid the $25.00 Device Change Fee plus applicable taxes that is requested at the retail store or with our *************. 
  
  Please note, to update a handset on a customers account, ********************** must process a Device Change which updates the devices information so the customer can use the service on that specific handset.
  
  Please be advised, Metro by T-Mobile takes our customers account security seriously.  Metro by T-Mobiles account verification policy states that every account has a PIN/Passcode, which is the first piece of information that is requested by ************* to gain access to the account.  However, our ************* and our online account access will also require a One-Time Pin sent to the account handset.  If a customer cannot receive the One-Time PIN, the customer can visit a ********************** retail location with a government issued identification to verify the account before access can be granted.  Please note we do not offer to send the One-Time PIN via email.
  
  To further assist, we reached out to Halomar ******** ****** for additional verification questions and assistance with their device change.  Halomar ******** ****** was able to verify additional verification questions on their account.  However, upon activating the *** card, the *** card was found to be expired.  We advised Halomar ******** ****** to purchase a new *** card at a Metro by T-Mobile retail store.  Then, Halomar ******** ****** has my contact information so they can reach out to update their handset and *** card at no additional cost.  As of November 11, 2024, the account remains active with a zero balance.  T-Mobile regrets any inconvenience to Halomar ******** ******. 
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***** *******
  Executive Response
  

  Customer response

  11/12/2024

   
  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. At the end I was able to get my device activated and switched without any issues with the *** that answered the complaint.
  
  Sincerely,
  
  Halomar ******** ******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to switch to metro from my previous cell phone carrier, and when I did I had no service. Called several times and talk to many different ***** I also spoke with a supervisor that said I had to wait 72 HOURS!!! Before I have service. Who can go for 72 without a phone these days. I would like this issue fixed and resolve. I even asked for a refund and that wasn't an option. I was told to go to a store which is 45 mins away

  Business response

  11/08/2024

   
  November 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22510742
  
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated November 4, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced during their recent visit to a local Metro by T-Mobile authorized retailer to port in their mobile number and we appreciate the opportunity to respond to this matter.  After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided.  As we are unable locate a current or formerly active Metro by T-Mobile account for the customer, we are unable to provide further details at this time.  
  
  Please note, the Number Portability process is regulated by the ********************************* (***) and T-Mobile strictly complies with that process.  Under the process, in order for a carrier to initiate a port on behalf of a customer, the customer must provide pertinent billing information regarding the account from which the number is to be ported.
  
  Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider.  Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.  Please note, a phone number must be in an active or suspended status to process a port-out request.  If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.
  
  Please be advised, Metro by T-Mobile stores are individually owned and operated. Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions processed in the store.  We request that any concerns that the customer has with a retail location that they address directly with that retail location.  Nonetheless, we appreciate their feedback.
  
  Customers can also provide feedback by visiting ********************** and selecting Help from the top right menu then Feedback from the drop-down menu and select the appropriate option.
  
  Per our Terms and Conditions of Service, which can be found at **********************************************************************, there are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Furthermore, our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.
  
  Please be advised, Metro by T-Mobile customers may return a Device or accessory (Device) within ****************************************************** postmarked 14 days from delivery date for online purchases of the original Device or within 14 days of the purchase date of a T-Mobile 5G Gateway.  The equipment must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories.  It should be noted that the return policy is for new account activations only.
  
  If the customer wishes to port in their mobile number, we recommend contacting ************* at number listed below and regret any inconvenience.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. 
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ****** *********
  Executive Response
  

  Customer response

  11/19/2024

  The issue has been resolved, thanks for responding. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had gotten service on a tablet that I already owned in Oct 27and was promised that I would be able to call and text off of that tablet for a business that I was going to start I tried to use it for 24 hours less than 24 hours and it would not receive any text or calls so I called and told him I wanted to cancel and have my money refunded The agent I talked on Oct 28 I told them I was unsatisfied with it not working and I wanted a refund they said they would issue it in 3 business days then on the 30th of October I talked to an agent that said that the money was refunded to my bank account I have talked to three or four different agents since then and they said that it was declined because of improper information and now I have to wait longer because of their representative not putting in the right information

  Business response

  11/10/2024

   
  
  November 9, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:      File No. 22491929
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated October 30, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to a refund request.  It is important to note, per our Terms and Conditions available at *******************************************************************************;
   
  Amounts paid for service charges are non-refundable.  If your service is terminated for any reason and you have a positive balance in your service account or in your ******************************************* connect account, you will not be entitled to receive any refund.
  
  Upon review of our customers monthly service cycle, it is our position that the customer was billed correctly.  As no billing error was identified, we respectfully decline our customers request for a refund.  We recommend our customer contact their financial institution regarding any billing dispute they may have.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***** *******
  Executive Response

  Customer response

  11/10/2024

   
  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

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my phone at metro by T-Mobile some time in June the *** told me I had to keep the phone on their service for 180 days. I just changed carriers today to ******** instead. I was on the phone with metro for about 2 hours, and I talked to multiple different people and they all told me that my phone was unlocked and ready to go. I even gave them a transfer pin and they said it worked. I went to my settings in my phone after 15 minutes because I got kicked off a phone call and didn't have service anymore. After that I saw in my settings that it said my phone was still locked. They also cancelled my service. The only reason I dont have service is because they lied to me and told me my phone was unlocked and ready to be transferred on Tuesday October 29th, so I went ahead and requested my transfer pin, which they gave me. When I had saw that my phone said that it was still locked I called metro again and the person I talked to said I had to wait 365 days instead of the original 180 days that everyone had been telling me. 365 days is not what I agreed to. Everybody since the time I bought my phone up til now has told me I had to wait 180 days from activation date. Now I have no service and they locked me out of my metro app. I can't do anything.

  Business response

  11/12/2024

   
  
  November 12, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22490305
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 30, 2024, regarding the account referenced in the above-mentioned file number. 
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, their concerns pertain to getting their device unlock and ported over. 
   
  Porting is the process of transferring a phone number from one service provider to another.  Customers initiate a port request by contacting their new provider and providing them the necessary information from their current provider.  Once the new provider initiates the port request with the correct required information, the phone number is transferred to the new provider.  Upon completing the port, the phone number is automatically cancelled with the previous service provider.  Please note, a phone number must be in an active or suspended status to process a port-out request.  If a phone number is cancelled before completing a port-out, the line must be reactivated in order to process a port-out.  T-Mobile records confirm that the line was ported successfully. 
  
  In addition, please be advised that there are several requirements for Metro by T-Mobile handsets to be eligible for unlock.  One requirement is that the handset must be in use on the network for 365 days.  For customers who purchased a handset prior to May 1, 2024, the usage requirement is 180 days.  Our records confirm the customer purchased the handset after May 1, 2024, therefore their usage requirement is 365 days.  We regret if there was any misunderstanding regarding these requirements.  
   
  T-Mobile contacted the customer on October 31, 2024, to address the above information.  Upon speaking with the customer, they have confirmed that the port was completed, and their device was unlocked.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  ******* ******-*******
  Executive Response
  
  

  Customer response

  11/13/2024

   
  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. Hi, I woke up the next day and they unlocked my phone for me. They should have sent me a message or something to let me know that it had actually been unlocked. Issue is fixed. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  T-Mobile is trying to charge me for service that I did not have with them. I canceled service with ******** after my contract ended August 2024. Bill date August 17, 2024 is billing for service dates August 18- Sept ******* total due $85.00 and the bill clearly shows I do not have a past due balance. I canceled service with them on August *******. I then received a bill date September 17, 2024 stating I had a past due balance of 85 along with the charges from August *****, 2024. I agree and I am happy to pay for the dates I still had service. However, I have called and pointed out I was being still be charged for the entire month and being double charged for the August *****, 2024. They showed I should have a credit but never deducted. The second I changed to a new carrier they took away my online access to view bills or my payment history. I have called about this billing error to no end and was told the August 18 bill was wrong and that is why I still owed the $85. I know this is not correct, I paid my bill very month on auto pay last payment made to them was on August 11, 2024 paying the July 18, 2024 bill. Since the representative kept giving me excuses and tell me the bill that I had downloaded to use to change my number to the new carrier was wrong, I requested my billing and payment history for that month and the previous 3 months . I was told they would not be able to give me that information. I then requested a supervisor, who said they would be emailed to me but this information was never sent. Attached is August 18 bill and September 18 bill. I would like to get the corrected amount and to stop any further collection efforts. I have tried to work with them and they are the ones making excuses and will not even let me see my own bills and payment history.

  Business response

  11/08/2024

   
  
  November 8, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22488116
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 29, 2024, regarding the account referenced in the above-mentioned file number.
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns are pertaining to billed charges upon cancellation.  
  
  After a thorough review, T-Mobile records confirm our customer canceled their account on when they ported their mobile number to another service provider.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term.  Further records indicate that our customer contacted ************* regarding the account balance.  The customer was advised that a new bill would be generated for the next billing cycle to include the prorated charges and were sent a bill reprint for their three previous bills, to their mailing address on file.  T-Mobile has determined that the account was billed accurately.
  
  Our office contacted the customer on October 30, 2024, and resolved our customers concerns to their satisfaction.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ******** ****
  Executive Response
  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Overcharged me by ***** and did not tell me. The phone service has not worked the entire time I have had the service. I do not receive calls and texts. I was promised a sixty dollar credit sand it was never done. The company are idiots at all locations and on all corporate levels. Im pt and I have gone into stores and called over 100 times to correct issues. Metro mobile is a joke. I want all my money refunded for service. Metro should be shut down and audited.

  Business response

  11/05/2024

  
  November 5, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************************
  ************************
  
  Re:      File No. 22486754
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated October 29, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have regarding their account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to an increase in their monthly service charge, and issues regarding the use of their service. T-Mobile investigated these concerns accordingly.
  
  Please be advised, our review shows our customers rate plan was changed on October 7, 2024, due a systematic review.  On December 31, 2023, our customers rate plan was changed to our ********************** VIP Unlimited AAL plan which is the additional line version of our Metro VIP Unlimited plan; however, as there is only one line active on the account, this plan is not eligible as a standalone plan, and on October 7, 2024, during a systematic review to ensure the accuracy of our customers account, the plan was updated to the standalone Metro VIP Unlimited plan for $48.00 per month. 
  
  Please note, because this change was made mid-cycle, our customers account was provided with a credit for the cost of the previous rate plan and charged for the cost of the new rate plan, resulting in an additional balance, which was not due until their next due date on November 1, 2024.  As such, the balance due on November 1, 2024,was comprised of both the new charges for the cycle beginning November 2, 2024,as well as the prorated charges assessed on October 7, 2024.  Upon review, it is T-Mobiles position these charges were accurate as charged.
  
  Our office has further reviewed our customers usage over the past three service cycles, and our records show consistent and successful usage of their voice, text, and data services, which indicates our customers services are working as expected.  Our review additional does not indicate any promise for credit to the account, and T-Mobile respectfully declines compensation for this matter.  It should be noted that Metro by T-Mobile is a prepaid service provider, and customers are under no obligation to refill each month if they do not find their service to be satisfactory.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The week of October *****th *********************************************** the *****, ** area to see what kind of deals are available to long term customers. I have been with this company for over five years. All of your stores have a different version of an upgrade. I was told have to buy a new phone, other says they do not know etc. I'm trying not to go to other companies because of the inconsistencies with the local stores and customer service oversees. I already have discontinued my auto pay, next will possibly to cancel service. Can someone reach out to me and explain so that I can make a decision to stay with Metro PCS or take business elsewhere. Thank You Account *********

  Business response

  11/05/2024

   
  November 5, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22485639
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated October 27, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced regarding handset upgrades, and we appreciate the opportunity to respond.  Please be advised, Metro by T-Mobile is a prepaid service provider, and as such we do not offer free device upgrades associated with contract renewal.  It should be noted 180-days after the most recent device upgrade, customers are eligible for discounted upgrade pricing.  This discounted pricing is only redeemable in-store with our Metro by T-Mobile authorized dealers, and as these locations are independently owned and operated, available discounted devices as well as the amount of the available discount may vary depending on authorized dealer inventory and participation.
  
  Additionally, Metro by T-Mobile offers a multitude of different promotions for our customers.  Some promotions are only redeemable through ************* or online purchases while some offers are unique to our individually owned and operated retail locations.  Please be advised, handset upgrades can only be processed in store.  Furthermore, our retail partners have the option to manage which promotional offerings they choose to participate in and create their own promotional offerings.
  
  It's important to note, starting May 16, 2024, customers can get free phones when they join, and the same deals as new customers when they stay.  With ********************** Flex plans, customers can select one eligible handset in as little as twelve months.  Customers can view the details regarding this promotion on our website at ************************************************************************************.
  
  If customers are interested in taking advantage of device promotions, we encourage them to review our promotions on our website **************************************** or visit their local Metro by T-Mobile authorized dealer.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ****** *********
  Executive Response
  

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