ComplaintsforMetro by T-Mobile

Mobile Phone Service

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/23/2024
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 purchased a new phone at Metro ********* there was a *********** number for voicemail setup that is a scam stating you won a 100 ******* card that untiled all of your banking info, they refused to cancel it, I called my bank, I called 911. I continued to try and setup my voicemail, I called 611 over and over, I went to the store was refused help, I called 611 again for more assistance and now no one can find my 4 year account, no one can find any info under my name. Each time I go to voicemail setup it will not allow me to create my own password or pass code, it continues to ask for a pass code that is already setup, something that I haven't setup yet. Each of the 1800 numbers are no good as far as trying to cancel something that I don't want, never had any intentions of purchasing and no one will try and speak with me about it not to mention no one at Metro ******** can find any info on **** have 4 phones with this company and I've been with them since 2020. It's a game now, a very frustrating game! I have all of the ***************************************************************************************************************************** I wanted to list them in this report but with this new phone it would automatically called them, something I refuse to go through anymore. It simply started out as needing to setup voicemail but it turned into a nightmare! All because I caught onto the scam that was being run by Metro ********. I've been a customer for to long. Never once did the previous owners pull anything of this sort. I and my family have been able to receive the service and assistance that was needed. The moment I walked in the store on towneast it was uncomfortable. There was no one in the store but me and the associate. It's on cam how uncomfortable I was but I needed a new phone after 4 years, I even expressed to my daughter how uncomfortable I was and here I am. The 1st 1800 was a total scam for banking purposes,the original num starts with 1805.
Business response
11/06/2024
November 6, 2024

FILED ELECTRONICALLY

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

Re: ****** ********
Your File No. 22466030
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 October 23, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns ****** ******** has with their account and we appreciate the opportunity to respond. Upon review, ****** ******** activated their account on November 22, 2020, and has five active mobile numbers ending in 8802, *********, 2854 and 8583. On October 15, 2024, the mobile number ending in 9522 upgraded to a REVVL 7 device.

In ****** Thompsons correspondence, they indicated they called 911. Upon reviewing this matter, we were unable to discern whether they specifically had issues reaching 911. T-Mobile reviewed 911 calls over the last 30 days and confirmed a call to 911 from the number ending in 5222 was successfully completed on October 23, 2024, which lasted approximately 2 minutes and 42 seconds. We also found no 911 issues with the local tower.

T-Mobile also found ****** ******** is using a Revvl 7 handset. During our investigation it was determined that the device is not running the latest version of the operating system software. We therefore recommend that ****** ******** update their device software to ensure the best possible experience.

Regarding ****** Thompsons voicemail concerns, Metro by T-Mobiles voicemail service works by routing incoming calls to the voicemail number once a call has not been answered within a set period of time. Metro by T-Mobiles voicemail service may be accessed by holding down the 1 key which auto dials to voicemail, by dialing 123 from the handset, or by calling the voicemail number directly at **************. It should be noted, the phone number provided in ****** Thompsons correspondence is **************. This phone number bears a prefix of 800, which is notably different from the 805 prefix for our toll-free voicemail number.

On October 23, 2024, ****** ******** contacted our ************* team to assist with the voicemail set up. At that time, ************* assisted with their voicemail set up and confirmed ****** ******** is able to access their voicemail. T-Mobile has no record of ****** ******** contacting our ************* team regarding their calling concerns.

It is important to note, neither T-Mobile nor Metro by T-Mobile will request financial information as a condition to receive any promotional offer. We recommend that customers exercise caution and remain vigilant to protect their personal and financial information. If a customer believes they are the victim of an unlawful act, we recommend they contact their local authorities. Furthermore, Metro by T-Mobile customers may contact ************* at ************** to verify and take advantage of an offer.

Please be assured 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 ****** ******** recent contact with our ************* team and our authorized dealers. 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
10/23/2024
Complaint Type:
Product 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.
On 10/12/2024 I purchased a ******** G5 for *****.On 10/15/2024 I awoke to check for messages/ calls. I was not able to enter phone due to a pin lock being on ***** spite of the store saying id placed a pin on it and forgot the pin- it's not true.First, I deliberately did not use a pin nor pass for the new phone, because I was anticipating cutting service to my original phone, which I purchased a few years ago from Metro.Also, there is not but three pins I use on everything to make sure such as this don't ********* wouldn't hurt me so bad except they refuse to unlock the phone, which I found has an esim card not a physical one, meaning metro can either lock or unlock their electronic e-sim phones or any other products they sell to their customers.I pleaded with them to exchange or return my ***** but they refuse to.I'm 72 disabled on fixed income, barely and has money to pay bills as it is.I've been with Metro for ***** yrs. due to affordability. Not so much integrity here as in other states.Please help me. Please advise and bring this predatory business activities towards elderly and poor to the public's attention.Thank you and God bless.
Business response
10/30/2024

October 30, 2024

FILED ELECTRONICALLY

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

Re: File No. 22459890

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 23, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer may have experienced with their device, and we appreciate the opportunity to respond. Our customer activated their ********************** account on October 5, 2024, and has one voice line of service. It should be noted that our customer is utilizing a ******** Moto G device for use with their Metro by T-Mobile service.

Please note that Embedded Subscribed Identity Module (eSIMs) are SIM cards built into the device and cannot be removed or replaced. If the manufacturer allows it, they may also support multiple profiles. eSIMs can be used in multiple devices such as tablets, watches, IoT, and smartphones. Smartphones with eSIMs can support multiple profiles that can be downloaded and changed as needed. A profile defines all the settings to connect to the T-Mobile network. We identify a profile by the ***** and pair it to the device EID. For devices that support multiple eSIM profiles, such as Dual SIM with eSIM, only one eSIM profile can be enabled at a time. Not all eSIM smartphones can support multiple profiles.

Please be advised, our Metro by T-Mobile authorized dealers are independently owned and operated, and ******** is solely the service provider. As such, we are unable to view the details of transactions completed in store.

Customers may return a Device or accessory (Device) within 14 days of the purchase date of the original Device. Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software. Returns must be made at the original point of sale and all returns must be made for reasons outside of warranty issues. There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees. Additionally, any refunds are handled solely by Metro by T-Mobile stores. Please be advised, Metro by T-Mobile provides a 14-day Return Period for new activations only; handset upgrades are not eligible for a return or a refund and are considered a final sale but may be covered by the limited warranty provided by the manufacturer. Additional information is available at ****************************************************************************; Please note, as our customers handset was originally activated on October 5, 2024, it is no longer within the return period and is ineligible for return. As such, we respectfully decline our customers request for a refund.

Please be advised, our records do not reflect any contacts to our ************* reporting concerns with our customers device. It is important that when customers experience concerns with their device that they contact ************* to provide details of the issues experienced, so we may address these concerns.

It is important to note, to ensure the privacy and security of our customers, ********************** does not have access to bypass security restrictions on any of our customers devices or the ability to apply a device PIN/Passcode. In the case that a customer is unable to recall the PIN/Passcode set for their device, the most reliable method to regain access to the device is to complete a ************ Reset. Please note, this process will reset the device to factory settings, erasing any saved data on the device, and any data not backed up to another source will not be recoverable following the reset. Should our customer remain unable to access their device, we encourage them to complete a ************ Reset by following the steps listed below:

******* and hold the power button and the volume down button on the side of the device.
********* the power button once the device turns on and maintain the volume down button pressed until the device enters Reboot Mode.
******** Recovery Mode by pressing the volume down button.
******* the power button.
5.Once the Android logo appears on the display, press and hold the power button, then press and release the volume up button.
******** Wipe data/factory reset by pressing the volume down button.
******* the power button.
******** ************ reset by pressing the volume down button.
******* the power button.
********* Reboot system now.
******** the power button.
12.The device will automatically reset and reboot.

Please be assured 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 the ********************** authorized dealer. 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
Initial Complaint
10/23/2024
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 representative in the store entered in wrong phone model - 12 pro when I have an 11 pro. He had to RESTART the entire process. He was informed before he started which phone I had in the beginning. He completed process, charged card for pmt only to then open the box for reg 16 when I wanted a 16 plus.REFUND for phone ISSUED AND PROCESS RESTARTED AGAIN! I was OVER CHARGED for 2 SIM cards. Then Told me phone needed to be ordered because it was out of stock and that it would take 2 days after he had made this huge mistake saying it was nothing he could do. Now my husband and I are out of a phones. Once transaction completed, **** then said 2-3 days. Problem is I am leaving for ********** early Thursday morning for 5 days and needed the phone that day!! I will be away for 5 days so the phone will probably be sent back and the nonsense will begin again!!! He Failed to check with **** to see if locks were on phones. Husbands phone was locked but **** attempted the transfer without checking and couldn't so my husband was unable to make or receive calls. Like stated the store closed at 8 so there was nothing else he could do. We were there for 3.5 Hours and left with out phones, and 1 disabled! UNACCEPTABLE!
Business response
11/05/2024

November 5, 2024

FILED ELECTRONICALLY

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

Re: Your File Number: 22463089

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 23, 2024, regarding the account referenced in the above-mentioned file number.

T-Mobile regrets any concerns the customer may have experienced regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, we have determined the customers concerns are pertaining to their recent experience purchasing handsets.

T-Mobile records confirm the customer recently purchased a new handset via our Equipment Installment Plan (EIP), and agreed to 24 monthly installments. At the time of purchase, the customer traded in their handset, and their account was enrolled in our Apple Activate ********: $830 off with New Voice Line and Trade (Apple Activate ********* promotional offer, which provides a monthly Recurring Device Credit (RDC) for the duration of the **** while maintaining eligibility.

Please be assured 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 retail location.

On October 30, 2024, T-Mobile contacted the customer and advised them of the above information, at which time they confirmed the handset issue has been resolved. In an effort to amicably resolve this matter, T-Mobile issued a one-time courtesy credit to the account. 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
10/22/2024
Complaint Type:
Sales and Advertising 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 had 2 phones lines with metro pcs for me and my 12 yrs old son my phone bill is do on the end of month but on October 19 2024 I had paid my phone bill early before the end of the month so on November 1 my 12 yrs old had lost his phone and I cancelled my sons phone line and they will not refund me my money back from my sons phone line that I paid earlier before the next phone bill thank you for your time
Business response
11/01/2024

November 1, 2024

FILED ELECTRONICALLY

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

Re: Your File No. 22461103

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 22, 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 customer request for a refund. We recommend our customer dispute the charge with 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 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
10/22/2024
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 called Metro to switch my phone because I couldn't find my phone. I wanted my business number on my spare phone. I had to call 2 times last night. There was a 25 fee that was waved. Today my phone is completely shut off. This switch never took place until I called 4 times 2 times last night and 2 times today. They want me to pay $25 to correct their mistake. I'm am not a technical person. I'm believing nothing was explained to me correctly and this is not my mistake. I could get a job there and s**** up peoples life and make them pay $25 to while im at it. I left this company once and I should leave again. They couldn't do their job not once or twice but 3 times. I want my phone switched back to the way it was before Metro screwed it up. I opened a new business . I was expecting a phone call from a client who was going to provide me with a address for a job this morning. I never got the call. I'm out money and to get want me to pay more. Put my phones back
Business response
11/01/2024
November 1, 2024

FILED ELECTRONICALLY

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

Re: File No. 22459297

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 22, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer may have experienced regarding their account,and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to the loss of service after the activation of a new handset, and the associated costs with our device change fee.

After a thorough review T-Mobile records reflect the account was activated on September 2, 2022, with one voice line ending in 9946. Further, on September 28, 2024, our customer activated another voice line ending in 1969. Our customer contacted our ************* on October 21, 2024, to request a device change on both lines of service. Please note, a device change fee in the amount of $25.00 is a customary fee; however, as a gesture of goodwill our customer care waived the device change fee. On October 22, 2024, our customer contacted our ************* to report the inability to make or receive calls in which troubleshooting was performed and determined no issue were associated with the device changes. At this time, our customer requested to revert the device changes back and was advised of the aforementioned device change fees. As these fees are valid charges our ************* declined to waive them for a second time, and the same handsets remain active.

Please note, per Metro by T-Mobile policy there are no returns,refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons, or other fees. As such, T-Mobile respectfully declines our customers refund request. More information regarding our refund policy can be found at ***********************************************************************************; 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
10/22/2024
Complaint Type:
Product 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.
Short Story-On Oct 11th I went to the Metro store to see about getting internet, my phone didn't have any due to the hurricane. I got there explained the ****************** was out on my phone, I needed something for the ********** The manager recommended a hotspot device ($55) & 2 tablets ($20 each) plus tax ($16) he 'assured' me the internet would work on all the devices. It was a lot of $ for me so I asked him about it multiple times -to make sure. I purchased the devices got home set them up... No internet. Thought I set them up wrong ( he assured me they would have internet, even with mine not having it). I called metro's 800 # after explaining what happened the *** told me she was so sorry that I was misled/misinformed that none of the devices would have internet or hotspot, she told me not to worry she was documenting everything, immediately called in about nothing working & all we spoke about (case # ********). I asked what I do now that I JUST paid all this money for something I was assured would work & I can't even use now. She told me to take the devices back with the original receipt to store within 7 days for a "full refund" she told me if there was any issues to have them contact them as everything was documented. I returned to the store explained everything & handed over the devices for the refund that he said he would give me, he took the devices then told me that he was only able to refund the tax! I said no, that's not right. To please call the 800 #, after awhile he did & then told me he would do it through their "metro promise" I said ok... what now? He told me to call the 800# they will issue a credit for the rest of the money to my account. (At this point I am out the money AND devices so it will have to work). I call the 800 they tell me that's not true, they can't issue a credit it has to be the store, to go back there get refund. I went back to store & they still refuse to refund me. Neither metro will refund me or give me the devices back
Business response
10/29/2024

October 29, 2024

FILED ELECTRONICALLY

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

RE:File Number: 22457684

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October *******, 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 their internet service all their devices on the account.

After a thorough review T-Mobile confirmed that the customers area has good LTE and 5G coverage. However, on October 11, 2024,the customer called ************* to advise that their internet was not working and we recommended they reset their network settings. We found there were issues in the area with local sites due to hurricane ****** which affected the customers area. We assured the customer that our engineering team was working diligently in resolving these issues.

On October 15, 2024, the customer cancelled all the newly activated lines not including their own phone number due to issues with no internet service in the area. On the same day, the customer contacted ************* to request a refund, and we advised they needed to return all devices back to the retail store for further assistance.

Please note our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to view any transactions completed in-store or assist with retail store refunds. Should the customer have concerns relating to their in-store transactions they must return to the retail location for assistance. 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
10/29/2024

Complaint: 22457684

I am rejecting this response because: the store is branded by your company and your company told me to have them contact you as if you are superior to them. If they are not affiliated with you and you have no say so about what happens why are they allowed to present themselves with your company name and as your company? What do you reccomend me to do if the manager at that store refused to give me the devices and or the money back for them?! The business has your name and presents itself as your company. With that being said the only thing I can do is come to you to resolve the situation. Also, why tell me to have them call you and why did they call you for the "metro promise" which y'all agreed upon and never finished. What IS the "metro promise" that I was told was going to allow me to issue my refund and told the manager to issue my refund then if not directed by your company?! Your telling me that when they told me while on the phone with your company that they would issue the refund of the tax and that your company (the 800 number) would be responsible for crediting back my account for the money spent. Are you telling me that's not what happened and or will happen?!

Sincerely,

****** ******
Business response
11/08/2024

November 8, 2024

FILED ELECTRONICALLY

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

Re:      ****** ******
Your File No. 22457684
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, ******** 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 continued concerns ****** ****** may have experienced and we appreciate the opportunity to respond. The account was activated on July 7, 2017, with their mobile number ending in 1775. The mobile number ending in 1775 is subscribed to our $60.00 Unlimited LTE Amazon *********** One rate plan.

On October 11, 2024, ****** ****** activated three new mobile internet lines of service ending in *********, and 6472. ****** ****** purchased and activated a TCL Tablet for the mobile internet number ending in 3276, which was subscribed to our $20.00 Tablet Unlimited SD Video with 2GB of ************ rate plan. ****** ****** purchased and activated a second TCL Tablet for the mobile internet number ending in 6873, which was subscribed to our $20.00 Tablet Unlimited SD Video with 2GB of ************ rate plan. Lastly,****** ****** purchased and activated a T-Mobile Hotspot HS1 equipment for the mobile internet number ending in 6472, which was subscribed to our $50.00 Promo Hotspot 100GB rate plan.

However, as advised in our previous correspondence to your office, the customer was unable to use the service at the time due to the hurricane.

Per our Metro promise, Metro by T-Mobile customers may Return a Device or accessory (Device") within 14 days of the purchase date for in store purchases or 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. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software. Returns must be made at the store where the device was purchased for in store purchases and using the return slip included in the box for online purchases. Please note all returns must be made for reasons outside of warranty issues.

Refunds will be less any rebates received and shipping costs. ******* promotional offers may require you to return all items you received with your Device and could cause you to become ineligible for any promotional discounts. There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons and other fees.
The Return Policy is for new device activations only. Device upgrades are non- refundable and non-returnable, but may be covered by a limited manufacturers warranty, if applicable. There are no returns,refunds, or credits for any other item not listed above.

Please be advised that our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to view any transactions completed in-store. We also understand that ****** ****** spoke with our ************* who requested the retail store contact them, however, our ************* cannot resolve retail store transactions.

Our records indicate that each of the three mobile internet numbers ending in *********, and 6472 received a new Line Add A Line Instant Offer. However we are not aware of the amount they received for the instant offer and how much they paid for their TCL tablets. If ****** ****** paid for the equipment and initiated the return within the 14 days, they should have been provided with a refund for the equipment charges.

Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, *************** is non-refundable (even if returned during the return period or if the account is canceled), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.

On October 15, 2024, ****** ****** canceled their mobile internet numbers ending in 3276 and 6472. Then, on October *******, ****** ****** canceled their mobile internet number ending in 6873.

Should ****** ****** want to provide feedback to the retail store regional managers,they can visit our website at **************************************** and fill out the information under CHAT and FEEDBACK. ****** ****** can also provide me with a receipt at ************************************************** so that we may also provide feedback to the retail store regional managers for review. We also recommend that ****** ****** review their receipt and direct their concerns to the retail store. As Metro by T-Mobile is solely the service provider, we are unable to assist with any retail store refunds for equipment. As of November 8, 2024, the account remains active with their mobile number ending in 1775. 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
10/22/2024
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.
Was trying to get an extension on my bill. I had till tomorrow October 22nd , I need more time to pay my bill on Friday which I will get paid that is October 25. I've been calling MetroPCS Non-Stop and endless from phone transfers, broken promises and I asked for the corporate number and they refused I wanted to make a complaint they are very horrible with customer service. I've been with ********************** since 20/20. I'm getting dismissed and getting disrespected.
Business response
11/05/2024

November 5, 2024

FILED ELECTRONICALLY

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

Re: Your File No. 22454378

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 21, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns our customer may have experienced with their account, and we appreciate the opportunity to respond. In reviewing this matter, their concerns pertain to a payment extension request. T-Mobile investigated these concerns accordingly.

It is important to note, an extension or UNHotline (***)is an extension that can allow services to be temporarily extended 72 hours beyond the due date to allow the customer additional time to remit payment. A *** can only be utilized one time in a month per account and only allows calls and text messages.

Upon review, a *** was provided to our customers account on October 19, 2024, reinstating their services until October 22, 2024, this option was not available more than one time in a month. As no payment was received by the extended date, on October 22, 2024, the account was suspended. Our records show, a payment was remitted on October 25, 2024, which restored our customers account. As no billing error was identified, we respectfully decline our customers request for an account credit. As of October 30, 2024, our customers account remains active. T-Mobile regrets any convenience to our 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
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted ********, but to no avail. I returned a Home Internet device. Unfortunately, T-Mobile keeps charging me for the Internet line. Credit Offer P-384 Im supposed get $230 after completing payments on iPad. No response from T-Mobile.
Business response
11/01/2024
November 1, 2024

FILED ELECTRONICALLY

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

Re: File Number: 22453049

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated October 21, 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 a device promotion and billing.

After a thorough review,T-Mobile confirmed that the account and all qualifying device promotions have been successfully applied to the account and are reflective in the monthly recurring cost of service. Our review found the promotional device credit was successfully applied to the device installment plan, which reduced the overall cost of the device to the promotional rate. Additionally, our records confirm the customer returned their T-Mobile Home Internet gateway to a retail store.However, there was no request made to cancel the associated service line. As a result, the customer continued to be billed for the service.

T-Mobile contacted the customer on October 22, 2024, and addressed their concerns and applied a credit for any additional charges for the T-Mobile ********************* after the cancellation date. Additionally, we provided the customer 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,

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

**** *********
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,

**** *******
Initial Complaint
10/21/2024
Complaint Type:
Billing 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 tried to check my account in the MyMetro app after having paid my past due balance of $56($55 for my service and a dollar for call forwarding) and while the app was loading, it auto-called the customer support line(it was doing this prior to my payment as well, but stopped after i restarted my phone). I tried restarting it and launching the app again and it still does it. Why should i have to talk to a customer support *** about past due payments when i already made a payment and zero'd out my balance for the month? Especially after i already talked to a *** thru text chat to lower my rate down to $36
Business response
10/31/2024

October 31, 2024

FILED ELECTRONICALLY

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

Re: Your File No. 22452029

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 21, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns our customer has regarding their account, and we appreciate the opportunity to respond. In reviewing this matter, their concerns pertain to their Metro Application and changing their rate plan.

Upon review, on October 21, 2024, our customer successfully remitted a payment and on the same date, their rate plan was future-dated begin on November 20, 2024, for the new base rate of $35.00, plus optional feature for call forwarding of $1.00.

We have no record of our customer contacting ************* to assist with troubleshooting their online access. Should our customer continue to have concerns with their online access or the MyMetro App, we recommend they contact ************* at the numbers provided below. T-Mobile regrets any inconvenience to our 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
Initial Complaint
10/21/2024
Complaint Type:
Customer Service 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.
Good Morning,I am having a tremendously hard time requesting an unlock for my fully paid device purchased from Metro. After a dozen calls, I am giving up because the customer service is just awful.I have had the phone well over the 180 day unlock policy, yet my ******** Razr **************************************************************************************Please see screenshots of my IMEI Previous customer of ********************** ************ I just need my phone unlocked already!Thank you,**** ****
Business response
10/22/2024

October 22, 2024

FILED ELECTRONICALLY

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

Re: File No. 22451559

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 21, 2024, regarding the above-referenced file number.

T-Mobile regrets any concerns our customer may have experienced with their Mobile Device Unlock request and we appreciate the opportunity to respond. 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 and must have consecutive usage since the date of activation.

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.

T-Mobile records confirm that our customer activated their ********************** account on April 18, 2024. Upon review, our customer was utilizing a ******** Razr 2023 with the ******************** Equipment Identifier (IMEI) number ending in 1873. This device was activated on April 18, 2024, on the mobile number ending in 9977. It should further be noted that our customer cancelled their ********************** account on June 18, 2024. As the 180-day of consecutive usage requirement outlined above has not been met, regrettably, the device is not eligible for a Mobile Device Unlock and we respectfully decline our customers Mobile Device Unlock request. 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
10/22/2024

Complaint: 22451559

I am rejecting this response because:
consecutive usage of metro service is not required and was never stated or mentioned in the original terms and conditions, therefore I am well within ************************************************* a full refund and I can ship the device back.

Sincerely,

**** ****
Business response
11/01/2024

November 1, 2024

FILED ELECTRONICALLY

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

Re: **** ****
Your File No. 22451559
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 October 31, 2024, regarding the above-referenced account.

T-Mobile regrets any continued concerns **** **** may have experienced with their Mobile Device Unlock and we appreciate the opportunity to respond. As indicated on our response dated October 22, 2024, 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 and must have consecutive usage since the date of activation.

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.

It should be noted that **** **** activated their Metro by T-Mobile account on April 18, 2024. T-Mobile records confirm, **** **** was utilizing a ******** Razr 2023 with the ******************** Equipment Identifier (IMEI) number ending in 1881, which was activated on April 18, 2024, on the mobile number ending in 9977. It should further be noted that **** **** cancelled their Metro by T-Mobile account on June 18, 2024. As the 180-day of consecutive usage requirement outlined above has not been met, regrettably, the device is not eligible for a Mobile Device Unlock. As such, T-Mobiles position remains the same and we respectfully decline our customers Mobile Device Unlock request or refund. T-Mobile regrets any inconvenience to our 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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforMetro by T-Mobile

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary