ComplaintsforMetro by T-Mobile

Mobile Phone Service

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Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I switched over to t-mobile form ******* this may. And upon switching we were supposed to receive the keep and switch promotion. We have been calling the rebates team for 6 months now and i keep getting excise son why my rebate cards have not been processed. I called last week and the lady pushed one of my rebates through as she read the notes and saw that the higher manager approved the final bill from ******* and promised that I would have my card by today 10/28/24. I called today and they told me that it has not been approved because the bill doesn't show the phone number and the amount on the same page. The person on the phone read through the notes and saw that the bill was already approved by someone higher up and they just denied it because they did not read the notes, they dropped the ball on this again. Not only that but I never receive any follow up calls! This has been going on for 6 months now. ******* is putting me to collections because of thins and my credit has taken a big hit since its two phones that were switched over. Not only that but they just finally got my ******* to work after me calling about this for 6 months and every month i have to call and have them remove $60 off my bill because they keep charging me suspension fees when my line is not even suspended! I switched to have less of a headache, and I have had nothing but the worst experience with them. This is not something someone should have to deal with month after month and we are on a business line we operate our business through t-mobile so this is definitely not something a business wants to deal with especially when our business has hiccups of our own. I just really want my rebate cards so I can prevent collections and not have to call every month to remove $60 that do not belong to me. They do not provide great customer service at all.
Business response
11/11/2024

November 11, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: File Number: 22483129

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 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 pertain to a Keep and Switch reimbursement and account issues.

Please note, our Keep and Switch promotion provides reimbursement to eligible customers of up to $800.00 per line for the remaining device payment plan charges assessed by their previous service provider. Along with other qualifying criteria, customers must submit the final billing statement from their previous service provider showing the final equipment payoff amounts. After a thorough review ******** has confirmed our customer submitted several for rebates for the Keep and Switch promotion. However, as the billing statement our customer provided did not include the remaining equipment balance due with their previous service provider and remained past due, our customers submission was declined.

A review of our records has confirmed that our customers account has been subject to suspension due to non-payment. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our ************* or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Please be advised accounts which are suspended for non-payment and later restored may be accessed restore fees of $20.00 plus taxes per line.

On October 18, 2024, our office spoke to our customer and apprised them of the above information. It is T-Mobiles position that the account is being billed correctly. In an effort to amicably resolve the matter our ************* provided a courtesy credit to the account. The customer has been provided with 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
10/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been an assurance wireless customer for over 10 years and my complaint involves the loss of my unlimited text and data. I'm extremely upset over the way I've been treated and when I called customer service on 10/27/2024, they were very rude and condenscending about the matter. They made a lot of excuses and offered no solution to the problem. Assurance wireless has paired with T-Mobile for the worst service I've ever experienced!!!
Business response
11/07/2024

November 7, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Your File No. 22480926

To Whom It May Concern:

Assurance Wireless is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, ******** provides a response on behalf of ******************. T-Mobile and Assurance Wireless may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 28, 2024, regarding the above-referenced account.

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 the end of the Affordable Connectivity Program (***) program.

After a thorough review, T-Mobile confirmed our customer was approved for the Affordable Connectivity Program (***) program, and their account was subscribed to our Unlimited rate plan. This plan provided unlimited talk, text, and 25GB of data.

Please note, the *** was an FCC benefit program that the government funded to help ensure that households could afford the broadband services needed for work, school, healthcare, and more. Government funding of ***, however, is only expected to last through April 2024. As a result, the *** stopped accepting new *** enrollments on February 7, 2024. Assurance Wireless is no longer enrolling customers into the ***. Customers that were successfully enrolled in the *** prior to the February 7, 2024, cutoff date will continue to receive the *** discount through April 2024, when the program ends. For more information about the ***'s status please contact the FCC *** Support Center at ************ or visit ***************.

Please be advised, due to the end of the ***, Assurance Wireless customers who were
enrolled in *** only service plans received notice that upon the end of the program,
if they are not also enrolled in the Lifeline program their services may be discontinued. As such,
we encouraged these customers to complete their eligibility verification for the Lifeline
program with the National Verifier at their earliest convenience by contacting the National
Verifier at **************. Please note that our customer was enrolled in the Lifeline program and moved to FREE Talk, Text & Data rate plan that includes 1000 minutes, unlimited text messages, and 4.5 GB of data.

We appreciate our customer taking time to provide details of their interaction with our ************* department. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers. We apologize if any T-Mobile employee failed in any way to display that during our customers contact with our ************* department. T-Mobile regrets any inconvenience to our customer.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.

Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 7am 10pm CST.

Very truly yours,

T-MOBILE USA, INC.

******* *****
Executive Response
Customer response
11/07/2024

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
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
At the beginning of October my wife and I attempted to change cell service to MetroPCS away from *******. During the switch we had a terrible experience both over the phone and in person, so we decided not to continue with the switch. We communicated this to the staff in store, and the staff over the phone for MetroPCS, they assured us we could cancel after returning a sim card they had ******* wife and I have phones that use Esim cards so the $90 sim card they charged us for and sent was pointless and never arrived to boot.After communicating this to ******* and metropcs, we were assured all was good and we would stay on *******, they even gave us a retention plan at a discounted rate. Then on the 27th of October, MetroPcs transferred service of both our phones onto their system and sent us emails stating that we had not paid our bill and consequently our phones had no service We have since been told that we have to wait days for service to be able to transfer back to the company we are paying for and to have working phones. Meanwhile, my job requires me to use this phone, so I am likely to face severe repercussions at work for MetroPCS's fuckuo.
Business response
11/08/2024
November 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: File No. 22478636

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 28, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding the port out of their service, and we appreciate the opportunity to respond. In reviewing this matter, our customers concerns are regarding the port in and later port out of their numbers back to their previous provider.

Upon review, our office was able to confirm that our customer recently activated service with T-Mobile. However, the mobile numbers were ported out that same day. On October 29, 2024, we confirmed our system reflected the port out as successful. As such, there is no service unlock necessary, and a review conducted on November 1, 2024, confirms our customers service is currently being provided by a different carrier. We regret 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

******* Kazusa
Executive Response
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
October 26 around 3:00pm I called metropcs to switch a phone line to a new device. I was told I can pay a service fee or do it myself online. I selected to do it myself with the guidance of the agent. The process told me my phone was not compatible with the current service I had and I would have to occur pay more monthly in order to transfer my line. I said this was not an option and I was told it was the only option even with management ****. I escalated and was told the option to pay the fee was not an option. I had to change my phone line. I called back and an another agent was able to change my service to another phone without having to change my monthly payment fee. I asked for a supervisor and he refused to waive the fee and refused to address why the other manager lied about having to change my monthly fee. They refused to escalate any further or provide any solution. They lied and would not provide the proper information about what fees are needed. **************
Business response
11/08/2024

November 8, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: File No. 22477543

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 28, 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 an equipment change.

After a thorough review, if a customer is subscribed to a retired rate plan when making a device change through self-service, they may be prompted to select a new plan with the possibility of losing the retired plan. If any issues arise during the process, customers can visit a retail location or contact ************* for further assistance. It is important to note that each change of equipment with the assistance of a representative is subject to a device change fee of $25.00 plus taxes which is due within 24 hours of the change taking place. If the fee remains unpaid, the account will be suspended. T-Mobile records reflect the customer remitted payment for the fee.

T-Mobile 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 T-Mobile employee failed in any way to display that during our customers recent contact with our *************.

Furthermore, we confirmed that the account has been accurately billed for the associated fees. It is important to understand that amounts paid for prepaid service are non-refundable as outlined in our Terms and Conditions of service. More information regarding our refund policy can be found at ***********************************************************************************; Accordingly, T-Mobile respectfully declines the customers refund request.

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

******* Kazusa
Executive Response
Initial Complaint
10/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchase of phone, ******** 5g Stylus 2024, i am supposed to be unlocked after 180 days, I've had service and still do for over 365 days now, I called 3 times, visited local store to no avail or resolution
Business response
11/07/2024

November 7, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: File No. 22476021

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 26, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer has regarding our Mobile Device Unlock policy, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the ability to unlock the phone for use on a different wireless provider.

After a thorough review, T-Mobile confirmed that the handset was purchased and activated prior to May 1, 2024, which met the requirement of 180 days before the device could be unlocked.

As our customer has met all the requirements, we have confirmed the handset is already unlocked for use on another network. 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

******* Kazusa
Executive Response
Customer response
11/07/2024

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,

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

Very bad customer service doubt I'll ever use T-Mobile again
Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The Metro phone company is charging their customers an extra fee to pay their bill in a store. The reason being is because their Metro app is not working properly... This has been an ongoing issue with this company. And it needs to be rectified. In my opinion the *** needs to be involved.
Business response
11/06/2024
November 6, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
*************************

Re: File No. 22473727

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 25, 2024, regarding account referenced in the above 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 a payment support fee.

After a thorough review T-Mobile confirmed that our customer contacted our ************* to report they attempted to make a payment though self-help however the payment required authorization. At that time our ************* advised our customer to contact their financial institution regarding any potential blocks to the payment method. The following day our customer remitted a payment at a retail location in cash.

Please note, customers may be assessed payment processing fees when payment is made with the assistance of a representative either over the phone or at a retail store. In addition, customers remitting payment with an authorized dealer location may be subject to additional fees as the dealer may have separate Terms & Conditions. Alternatively, customers have various options to remit payments without being assessed a payment processing fee when using self-service solutions such as our automated voice response system, our **************************************** website, and MyMetro application accessible through customers devices. Additionally, customers can remit payment without logging into their account via our Guest Pay site at ***********************************************************************; We encourage customers to visit ********************************************************************** if they have questions regarding remitting payments.

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
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
October 17th 2024 Metro PCS store #**** I purchased a phone and memory SD card. They installed SD card in phone. A few days later Metro PCS help line(611) determined SD card was bad and recommended having it removed at store. I did that but store refused to refund me despite receipt stating refunds within 14 days. Called Metro PCS customer support=they told me it was a store issue and they would not refund me or credit my account.
Business response
11/04/2024

November 4, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

RE: File Number: 22469758

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 28, 2024,regarding the account referenced in the above-mentioned file number. Please be advised that this customer is listed as an authorized user on an account holders T-Mobile account.

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 a non-working ** card the customer purchased at a ********************** retail store. On October 16, 2024, the customer purchased and activated a ******* A15 handset. The customer also states in their correspondence to your office that they purchased a ** memory card.

Metro by T-Mobile customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service. The handset 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. Customers who purchased their handset via ****************************************, must return the handset to the ********************* per the instructions included in the shipment packaging.

It should be noted that the return policy is for new account activations only. There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.

On October *******, the customer contacted our ************* to advise their ** memory card was defective. We recommended the customer reach out to the retail store for assistance. On October 24, 2024, the customer contacted our ************* to advise us that the retail store denied the return. We recommended the customer work directly with their financial institution.

To further assist, we recommend the customer contact the equipment manufacturer of the ** memory card for warranty support. The customer must resolve this matter directly with the retail store or they can work directly with their financial institution. T-Mobile respectfully declines any refund. T-Mobile regrets any inconvenience to the customer.

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
11/05/2024

Complaint: 22469758

I am rejecting this response because. Quikcell was contacted by me and they offered to send me a replacement if I sent them ******************************************************************************************************************************* the future please have your receipts CLEARLY STATE that refunds do not include accessories.

Sincerely,

******* ********
Initial Complaint
10/24/2024
Complaint Type:
Delivery Issues
Status:
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.
Name: ******* ********** Email: **************************** Product Ordered: iPhone 12 Phone Ported: ************ ZipCode: ***** OrderNumber: *********** Price Paid: $75 Issue: Metro shipped my order via *** under tracking 1Z79017R0217560691 but *** has lost the package. So, I called Metro customer support on 09/28/2024 and they put me on hold for an entire hour besides shuffling me around agents, who were all unhelpful. A ticket was opened in Metro system with reference number C-0266888394 and I have been in communication with Metro via emails since 09/28/2024.Attached the entire mail history with Metro. It seems *** has closed the claim long time ago and I have it in writing that *** claim has already been issued with claim number **********A for the tracking 1Z79017R0217560691 and the attached image from *** website states the same. I also have email confirmation (attached) from customer support on 10/12/2024 from ********************** that *** has indeed closed my claim and that I can expect a refund. It has been over 10 business days and there is no sight of a refund. Whenever I call Metro, I keep getting put on indefinite hold without any help whatsoever. I have clear proof that the product I ordered was not delivered to me and I expect to receive a refund for the same.Thanks,*******
Business response
10/30/2024

October 30, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: File No. 22469842

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 24, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer may have experienced with their online order, and we appreciate the opportunity to respond. On September 20, 2024, our customer placed the online order number *********** for a free Apple iPhone 12 and subscribed to the $75.00 Metro Flex Plus rate plan. The total cost of our customers purchase was $75.00 for the ***************************** Flex Plus rate plan as the Apple iPhone 12 device was free.

On September 23, 2024, our customers device was shipped via **** under the tracking number 1Z79017R0217560691. As of the date of this letter, the *** website shows that a claim is in progress. On September 25, 2024, our customer contacted the Order Support team, and they were advised on September 26, 2024, on the aforementioned tracking number and expected delivery timeframe of three to five business days.

It should be noted, if a device is not received or received damaged via **** customers are to contact *** directly and provide them the tracking number and file a claim directly with them. Once that is completed, customers are advised to visit the online order support at ************************************************************* and provide us with the details of the *** claim number and the order confirmation number.

On September 28, 2024, our customer contacted our Order Support team advising their Apple iPhone 12 was not received, and our Order Support team advised our customer to contact *** directly to file a claim. On September 30, 2024, our customer contacted our Order Support team advising they were unsuccessful with filing a claim with ***. As such, our Order support team initiated a formal investigation with *** regarding the status of their package and provided case number C-0266888394.

On October 2, 2024, our customer contacted our Order Support team to request a refund of the $75.00 they initially remitted and for a replacement order to be processed. It should be noted that our Order Support team advised our customer, due to system limitations, they are unable to facilitate a replacement order and when their refund is approved and processed, they would be able to place a new order for their desired device and that they would be notified when an update is provided for the investigation regarding their refund. As such, we respectfully decline our customers refund request. Alternatively, should our customer feel they were incorrectly charged, they may contact their financial institution to dispute the charges.

Please be advised that hold times are subject to change based on volume and staffing, and we appreciate our customer taking time to provide details of their interactions with *************. Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers and continue to work hard to assist our customers in a timely fashion. We also make every effort to provide complete and accurate information to our customers. T-Mobile regrets any inconvenience to our customer.

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.

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
10/30/2024

Complaint: 22469842

I am rejecting this response because:
How can I be expected to pay for a service when I did not even receive the phone with which I am supposed to activate the service. I contacted immediately after I found out that my order has been lost. I have attached *** website screenshot stating that ******* has been lost and a claim has been issued. If you are not able to process a $75 refund, at the very least, please do send me a replacement phone.

Sincerely,

******* **********
Business response
11/11/2024

November 11, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: ******* **********
Your File No. 22469842
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 8, 2024, regarding the above-referenced account.

T-Mobile regrets any continued concerns ******* ********** may have experienced with their online order and we appreciate the opportunity to respond. As indicated on our response dated October 30, 2024, if a device is not received or received damaged via **** customers are to contact *** directly and provide them the tracking number and file a claim directly with them. Once that is completed, customers are advised to visit the online order support at ************************************************************* and provide us with the details of the *** claim number and the order confirmation number. However, on September 30, 2024, ******* ********** contacted our Order Support team and advised they were unsuccessful with filing a claim with ***. As such, our Order Support team contacted **** and a claim was filed with *** which our records indicate is currently in progress.

Upon further review, ******* *********** remitted payment of $75.00 on September 20, 2024, was returned unpaid on October 1, 2024. As such, we respectfully decline ******* *********** request for a refund. Should ******* ********** they feel they were incorrectly charged, we request they contact their financial institution to dispute the charges. Additionally, should ******* ********** wish to place an order for a Metro by T-Mobile device and service, we welcome them to visit ************************************************* to process an order. Alternatively, ******* ********** may visit *************************************************stores/locator/ to view Metro by T-Mobile authorized dealers in their area for assistance with purchasing a Metro by T-Mobile device and service. T-Mobile regrets any inconvenience to ******* **********.

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
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Began on the 22nd of October, 2024.I have been a customer since December 2023, with only my brother on the account with me, and have made regular payments on the 20th of every month with no problems. On the 18th, my bill of $33 was paid in full with a payment of $44, which was confirmed by their customer service. But, on the following Monday, the 22nd, my phone was cut off, so on the next day I went to my local T-Mobile store on *******************************. (where payments are normally paid), and informed them of the problem. They said I owed them $26! I told them, that customer service had confirmed my bill was paid in full, yet they insist I owed them $26. I paid it. STILL, they would not turn it back on! They then suggested seeing my brother's phone to look at my account, but it was locked and my brother incapacitated, so they asked for my I.D., which I gave, but would not do anything unless I provided an 8 digit pin number; I had no such pin, nor did I, or anyone who was a witness on the day I first purchased their service recall me ever creating an 8 digit pin! When the store contacted customer service, the operator refused to communicate with me, directly because of some policy. When I asked for my $26 back, as it was now worthless without service, they refused, and even tried to get me to buy another $200 dollar phone! Now, I am without service, without my money, and beyond mad!I will not do business T-Mobile or any of it's partner companies anymore, nor will I pay anymore bills from them; they are dishonest, their business practices are shady, and unless I am either reimbursed or my f****** services are turned on, I will do whatever it takes to spread the word about how they do business.
Business response
11/06/2024

November 6, 2024

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Your File No. 22466845

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 24, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns the customer may have experienced regarding their account verification and billing and appreciates the opportunity to respond. 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. Customers also have the option to add a high-security password to their account. If a customer does not remember their PIN/Passcode, and they have a high-security account, the customer must visit a ********************** retail location with government-issued identification card and speak with a store manager to reset the account password before access can be granted.

Our review confirms a payment of $44.00 was remitted on October 18, 2024, which updated the account to a credit balance of $7.00. Please note, we are unable to substantiate that the customers service was interrupted. As our records reflect, they were not prevented from connecting to the network.

Further review confirms that an additional payment of $26.00 was remitted on October 23, 2024, which updated the account to a credit balance of $33.00. Please be advised, customers have the ability to access their account information to view or manage their account through the ************************ App or online at *******************************************************;

Its important to note, our Metro by T-Mobile stores are independently owned and operated; therefore, we are unable to view any call or transaction information completed in-store. Nevertheless, we appreciate the customers feedback regarding this matter.

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. 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
10/23/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Business refuses to refund a service that was never activated, as well as a SIM card that was never open or activated.
Business response
10/30/2024

October 30, 2024

FILED ELECTRONICALLY

Better Business Bureau
****************************
************************

Re: File No. 22466414

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 23, 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 a requested refund regarding a recently placed online order for service. T-Mobile investigated these concerns accordingly.

Our records show on October 20, 2024, our customer placed an online order for a SIM card to activate with Metro by T-Mobile service. The shippers tracking information shows this order was processed on October 21, 2024, and was delivered on October 23, 2024. On the same date, our customers new line of service was activated with a Bring Your Own Device (BYOD) Apple iPhone 13 handset.

Metro by T-Mobile customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service. The handset 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. Customers who purchased their handset via ****************************************,must return the handset to the ********************* per the instructions included in the shipment packaging.

It should be noted that the return policy is for new account activations only. There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.

Please be advised, our review shows there was no equipment aside from the purchase of a SIM card, and that charges paid for the order were primarily associated with payment for the first months service charges. Per Metro by T-Mobiles return policy, payments for service charges are non-refundable, and as such,T-Mobile respectfully declines our customers request for refund. Please note, as the account is paid through November 28, 2024, our customer may use the services through this date with no additional payment required. 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
11/01/2024

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,

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

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