ComplaintsforMetro by T-Mobile

• Initial Complaint

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I went to the local store in ************, with my hearing boyfriend and Im deaf so i expect respectful from that girl, when I told her Im deaf and please write notes she kept on talking and looked to my boyfriend, he kept telling her to please write letter to me, as Im deaf. I need to replace my phone **********. Because its not in working condition now.

  Business response

  11/01/2024

  November 1, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:     Your File No. 22447042
  
  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 recent retail store visit, and we appreciate the opportunity to respond.  In reviewing this matter, their concerns pertain to issues they experienced at the retail store while attempting to replace their device.  Please be assured T-Mobile strives to provide world-class service to all our customers.  We apologize if any T-Mobile employee failed in any way to display that during our customers recent visit at our retail location. 
  
  It is important to 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 done in store. 
  
  Please be advised,******** provides a limited warranty on devices up to 12 months from the initial purchase date.  The one-year limited warranty replacement can be fulfilled at a participating Metro by T-Mobile store or by contacting the manufacturer directly. 
  
  Upon review, the device in use is no longer under the 12-month warranty.  As such, we recommend our customer visit an alternate local ********************** store for device purchase options or contact the manufacturer.  The nearest store can be found online at **************************************************************** regret 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

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I added my sons line to the account 4 days before my phone bills due date . A representative from Metro PCS customer service helped me with this and said I would be able to pay for my bill and my sons **** combined on my original due date . They suspended my services twice before my bill was due . I paid my bill on the due date which was $60 dollars my phone was on for a few days they cut it again saying I owe them $9 dollars . I called to figure out why i suddenly owed 9 dollars they instead changed my plans to two 15 dollar plans and completely robbed me of the $60 dollars that I paid for the month . I spoke to ****** ID #****** he was very disrespectful and unhelpful. Very unprofessional & didnt assist at all . He insists that all the charges were correct . Im an elderly woman and they took advantage of me . Please be careful with these customer service representatives they will trick you . Not only did they rob me of my money I lost my $25 dollars promotion deal that I have had for years ! Also me and my sons phone is currently still suspended . Metro PCS by T-Mobile representatives are not nice people

  Business response

  10/30/2024

  
  October 30, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22448736
  
  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 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 dispute regarding the costs associated with the activation of a new line on the account. T-Mobile investigated these concerns accordingly.
  
  Our records show our customer activated a new line on October 12, 2024, subscribed to our $35.00 5GB LTE w/ AutoPay rate plan, and was charged a first months service charge of $35.00 for this line at time of activation.  Please note, Metro by T-Mobile is a prepaid service, and service charges are due on or before the first day of each service cycle.  For lines added mid-cycle, the first month service charge is due immediately for the full cost of the line, with a prorated charge based on the date of activation charged in the following service cycle.  As no payment was remitted for the $35.00 service charge on October 12, 2024, on October *******, the account was suspended for non-payment of the immediate due balance.  On October 13, 2024, our customer restored service via a ******* courtesy extension, and as the balance remained unpaid, on October 16, 2024, the account was again suspended for non-payment.
  
  On October *******, our customer remitted a payment of $60.00, restoring the account and leaving a credit balance of $25.00 available. With the start of our customers new service cycle on October 20, ******** $25.00 overpayment was applied toward the balance due, covering the cost of the original line on our $25.00 Port and Trade Unlimited Promo rate plan, but leaving unpaid a charge of $9.33 for the prorated cost of the $35.00 5GB LTE w/ AutoPay rate plan, resulting once more in suspension of the account for non-payment. 
  
  In conversation with our ************** the rate plans of both lines were updated to our Only 2G plan for $15.00 per line, reducing the balance owed to a credit balance of $6.00 and restoring the account to active service.  Later, on the same date, our customer changed the rate plan of their original line to our BYOD 10 GB LTE for $25.00 per month, and ************* applied a courtesy credit of $10.00, compensating for the difference between the original payment and remaining balance due.  Please note, on October 24, 2024, our customer requested the cancellation of the new line, leaving only the original line subscribed to BYOD 10 GB LTE.
  
  Upon review of the account, it is T-Mobiles position that our customer was charged accurately for the new line activation, and that the disputed payment as applied towards the immediate due charge and a portion of the new months service charge, with the remaining balance adjusted by our ************* as a one-time courtesy to ensure resumption of our customers services. As such, T-Mobile respectfully declines our customers refund request.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 16, 2024. I made a mistake and paid $50 to a Ms. ****** ********** phone bill number her number is ************** using my Cash app card. I do not know Ms. *********** I also reached out to Ms. ********** right away explaining the mistake I made and she agreed to return my money. We communicated through voice and text messaging. I would like a full refund of my $50 to my Cash app account which is *********** Thank you for your help and consideration in this matter. Please see the attached text messages between Ms. ********** and myself of returning my money. Since this happened I changed my phone number my old number was ************** and my new number is ************** I have service with *************

  Business response

  10/30/2024

  
  October 30, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22448070
  
  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 20, 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 payment they state was remitted to the incorrect account, for which they are seeking a refund.  T-Mobile investigated this concern accordingly.
  
  Please be advised, we were unable to locate a previous Metro by T-Mobile account under our customers information with the provided details.  The most recent Metro by T-Mobile account identified with our customers information was cancelled on April 7, 2018, and no more recent accounts were located.  As such, were unable to identify any previous requests for correction of misapplied payments.
  
  Please note, upon review of the provided mobile number for which the disputed payment was reportedly made, our customer does not appear on the account as a billing responsible party or authorized user for this account.  As we were also unable to identify a responsive Metro by T-Mobile account for our customer, we are unable to further dispute the payment in question.  Should our customer have further concerns regarding the referenced payment, we encourage them to contact their card issuer for further dispute of this payment as an unauthorized transaction.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
  
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10-16-2024 I chatted on the MyMetro app with a csr. I asked for an extension because I won't have the money at the time payment was due. The *** asked if I wanted to change my due date or get an extension. I said an extension please. I was told to call back on 10-21-24 for that. I asked if we could do it today so I won't forget; he said just call back on the 21st. I said ok. On 10-19-2024 the amount due was automatically taken out of my bank account leaving me in the negative with a $35.00 fee. I called c.s. & explained what happened and she said I see that you have an auto pay set for the 19th. I said yes, and the csr I chatted with made it seem like everything will be fine. She suggested I speak with a supervisor. The supervisor told me its my fault for not asking to remove the autopay instead of asking for an extension. I said even though I told him that I wouldn't have the money? He said yes & it's my banks fault for pushing the charge through. If they didnt do that it wouldn't have been a problem. I asked, was the *** not supposed to inform me the money would still be taken out of my acct. by just waiting on the 21st as instructioned? He replied no, the csr did his job correctly. He said that it's my fault for not telling the csr that I would get a bank fee because how could he have known & my bank should have just refused the charge. He said I will not get a discount or anything because it's my fault. I said the *** should've told me to take away the autopay since the reason for my call was to pay at a later time. He then asked " You want a refund, because that's all I'm going to do." I said no, because a refund doesn't deposit the same ********** still have the $35 charge & still owe Metro. The supervisor was rude & believed that the company had no wrong doing. I asked if I could speak with someone else & he said no, you can hang up and call back and talk to someone else that way. I asked for a # to a higher up, he said he didn't have one & got off the phone.

  Business response

  10/28/2024

  
  October 28, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22445115
  
  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 19, 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 recent payment made via the AutoPay feature.  T-Mobile has investigated this matter accordingly.
  
  Please be advised, AutoPay is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card, or checking account supplied by the customer.  Customers enrolled in ******* continue to receive notifications that reflect the balance due as well as a notification that the account is on AutoPay.
  
  Our review shows on October 17, 2024, our customer contacted ************* to request a ******* extension for their services regarding their upcoming due date.  ************* advised that we are unable to set an extension proactively and encouraged our customer contact Care again in the new service cycle if they still required an extension at that time.  On October 19, 2024, our customers upcoming balance due was paid in full by the AutoPay feature using the saved payment information on file.  Please note, while the AutoPay feature remains active, it will attempt to draft payment for each service cycle.  If customers wish to prevent an AutoPay withdrawal, they must remit payment before the AutoPay withdrawal date by another payment method or remove the AutoPay feature prior to the withdrawal date.
  
  Please note, our records do not reflect any request to disable the AutoPay feature prior to the disputed withdrawal.  As such,T-Mobile respectfully declines to provide compensation for any additional charges made by our customers banking institution, and we encourage our customer to contact their banking institution for further dispute of any additional charges made.  T-Mobile regrets any inconvenience to our customer.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October the 19th I had contacted Metro in reference to switching my phone over to a new phone okay and I wanted to activate it I asked them what was away that I could basically activate the phone without paying a fee one of the associates told me what to do had to go into Metro website and go to switch phones and all that when I went up on doing it it was it was kept giving me a error message we're just told me I had to speak to evil text support or phone call customer service so he said it was something wrong with it I told him let me speak to a supervisor ************************************************************************************ call back and I spoke to another associate basically she said that she could not wave the feet even though it wouldn't let me do it on my own and it was because of that it was a new operating system or something for the phone while they couldn't let me switch it over on my own basically that is fraud if you telling people that you can avoid the fee then they should let them be able to switch it over their own instead of blocking them where they can't do it where they forced to pay

  Business response

  10/29/2024

  
  October 29, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  RE:File Number: 22444543
  
  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.  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 Device Change Fee and their Metro by T-Mobile online account. 
  
  On October 19, 2024, the customer contacted our ************* to inquire on how to avoid a $25.00 Device Change Fee as they needed to activate another device.  Our ************* advised that they could complete a Device Change using their Metro by T-Mobile online account at no additional cost.  However,the customer stated they were getting an error online.  Our ************* advised that we would not be able to waive the fee.  It is notated that the call was then transferred to a supervisor, however; we regret if the customer was unable to reach them.  On the same day, the customer agreed to complete a Device Change with our ************* and remitted a payment in the amount of $25.00 for their Device Change Fee.  It is our position the Device Change Fee is valid. 
  
  After further review, we found no troubleshooting steps taken regarding the error message received on their Metro by T-Mobile online account when trying to complete a Device Change.  It is important that if the customer experiences any difficulties with their handset or service, they provide ************* with details of the problem, including the date and time, and any error messages. This information is critical for evaluating and troubleshooting issues.  Once aware of the situation, Metro by T-Mobile can attempt to resolve the issue through trouble tickets.
  
  Should the customer continue to have issues with their Metro by T-Mobile online account, we recommend they contact our ************* at the number provided below for further assistance.  As of October 29, 2024, the account remains active with a zero balance.  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

  10/30/2024

   
  Complaint: 22444543
  
  I am rejecting this response because:
  
  Sincerely, you are unable to do the switch of the phone yourself which I was trying to do without the representative 
  
  ******* ****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Aug 2024, I purchased an android cell Moto G from T-Mobil. In Sep 204, i went back to T-Mobile and switched to my Apple cell phone.I asked to have the Moto G unlocked. I was advised that i needed to wait until Oct 15 to have it unlocked. I want to gift my Moto G to my *********** I called T-Mobile and they said, do to policy I could not have the phone unlocked. Reason, was due to not having the Moto G in use for 40 days. I spoke to Mahagany and supervisor *******. Both unalbe to help me with unlocking the Moto G.the IMEI # is *************** I called again to T-moble and requested the Moto G to be unlocked permenently and still they could not. I want my money back or a phone replacement (unlocked) or permenently unlock the Moto G initially purchased. Please help.

  Business response

  10/31/2024

    
  
  October 31, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  *********************** File Number: 22442863
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 18, 2024, regarding the above-referenced file number.  Please be advised that this customer is listed as an authorized user on the account holders T-Mobile account. 
  
  T-Mobile regrets any concerns our customer may have regarding their handset, and we appreciate the opportunity to respond.  In reviewing this matter, their concerns pertain to a Mobile Device Unlock (***) request.  T-Mobile has investigated these concerns accordingly. 
  
  T-Mobile records confirm that our customer purchased a handset at full retail value from their local T-Mobile store.  ***s are available for those devices that meet our eligibility requirements.  Our customers account is eligible to receive a *** for their device.
  
  T-Mobile contacted the customer on October 22, 2024, to address their concerns.  We emailed our customer with the *** instructions needed to unlock their device.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.   
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
   
  ****** ****
  Executive Response

  Customer response

  11/05/2024

   
  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.
  

  I would like to add that I had to call back to customer service via 611 to complete the unlock process.   Someone else in customer service performed the unlock.  Initially I was told that I had to perform each step physically on the cell phone   
  But , thanks to the 611 call, customer service performed the unlock   
  

  my cell phone is now unlocked.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 iPhone 15 1 year ago and asked that insurance be put on my phone number, the store put it on the wrong line (all 3 listed as ******* phone") and now they will not replace my lost phone. The customer service has proof that the store tried to port in the number with insurance, but it didn't go through and then the second time they ported in without insurance. I want the phone replaced that I have paid insurance for over the past 12 months!!@!!

  Business response

  10/28/2024

   
  October 28, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22442657
  
  
  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 18, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced during their recent visit to a local Metro by T-Mobile authorized retailer and we appreciate the opportunity to respond to this matter. Please be advised, Metro by T-Mobile stores are individually owned and operated. Metro by T-Mobile is the service provider. As such, we are unable to view any transactions processed in the store. We request that any concerns that the customer has with a retail location that they address directly with that retail location. Nonetheless, we appreciate their feedback.
  
  Customers can also provide feedback by visiting ********************** and selecting Help from the top right menu then Feedback from the drop-down menu and select the appropriate option.
  
  Please be advised, the Premium Handset Protection (PHP) program is included with the *************** Bundle and provides comprehensive mobile device protection. T-Mobiles PHP feature is provided through ********, a third-party company. Please be advised ******** operates as a separate entity and can be contacted at **************. The insurance offers device replacement in the event of hardware issues (i.e., mechanical breakdown), accidental damage, loss, and theft.  Pricing varies by feature and device tier. Customers can visit the Assurant deductible page at ********************************************************** to determine the device tier. Please note to qualify for the insurance benefits of PHP, the feature is required to be added during a qualifying event which includes a new purchase, a handset exchange, or upgrading a device within the first seven days of activation.
  
  If the customer wishes to add insurance, we recommend visiting their local Metro by T-Mobile authorized retailer for further assistance. Additionally, to file a claim the customer should reach out to Assurant directly as mentioned above. T-Mobile respectfully declines to provide compensation for a new device and recommends reviewing promotional offers on our website or at the Metro by T-Mobile authorized retailers.
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST. 
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ****** *********
  Executive Response

  Customer response

  10/30/2024

   
  Complaint: 22442657
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/14/24, I was attempting to purchase a new home internet device and monthly internet service from the Metro store on ************************************************ 1:13 pm the District Manager ***** ***** charged my debit card $105.00, which included the price of a new Home Internet device and one month of Internet Service.After waiting in the store for approximately 30 minutes, ***** presented a Home Internet device (Model# Fast 5688W),(Serial# ***************** activated and linked to my existing Metro account and placed the Home Internet device in a shopping bag and handed to me. When I noticed that the device was labeled certified pre owned, I immediately complained to the manager ***** and requested that he exchange the used/ pre-owned device because, I paid for a new device and I did not expect to receive a used or previously owned divice. After going back and forth for over an hour with ***** the manager at the store and the customer service representative on the phone, the situation was not resolved to my satisfaction because, they both ultimately said that I had no other choices, but to accept the previously owned Home Internet device because they didn't have any new Home Internet devices available for sale at any of their Metro stores. At that time, I requested a full refund and ***** finally agreed to refund only half of the $105.00 that I ******* 2:17 pm ***** issued a Credit Refund to my debit card in the amount of $50.00. I am still out $55.00 for internet service that I did not receive because Metro breached the agreement by not providing me with what I paid for. I believe this is a clear case of material misrepresentation and deceptive sales practices because there was no full disclosure this merchant was selling used or previously owned Home Internet devices for the same price as a new Home Internet device. I do not agree with this type of deceptive sales tactics and want other people to be aware of this fraudulent business practice.

  Business response

  10/31/2024

   
  October 31, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22441410
  
  
  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 18, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced during their recent visit to a local Metro by T-Mobile authorized retailer and we appreciate the opportunity to respond to this matter.  Please be advised, Metro by T-Mobile stores are individually owned and operated. Metro by T-Mobile is the service provider.  As such, we are unable to view any transactions processed in the store.  We request that any concerns that the customer has with a retail location that they address directly with that retail location.  Nonetheless, we appreciate their feedback and have submitted internal feedback for the retail location provided.
  
  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.
  
  Please be advised, Metro by T-Mobile customers may return a Device or accessory ("Device") within ****************************************************** postmarked 14 days from delivery date for online purchases of the original Device or within 14 days of the purchase date of a T-Mobile 5G Gateway.  The equipment must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories.
  
  It should be noted that the return policy is for new account activations only.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.
  
  We recommend that the customer contact their financial institution directly for any disputed transactions and regret any inconvenience.
  
  Based on the foregoing, we respectfully request that this complaint against ******** 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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 22nd, 2024 I went into the Metro PC store located at **************************************** and purchased a new phone, my previous phone had broke. While in the store I inquired abut the home internet box. I decided on getting it as well. While I was in there I was told in order to get an upgrade I had to change my phone plan, I'm not sure why after being with Metro PC for so many years seem like the new customers get a better deal than the customers that been there for years. Anyway the young lady did inform me that since I changed it to the flex plan I can get a $100 promotional rebate card. I called to pay my cell phone bill on October 3rd and the representative did inform me that she did see the promotion on my file she told me it was for $100 and gave me the number ************. The first call I spoke to a representative and she stated that she couldn't help me and gave me a number of ************ not even a Metro PC number. I called the first number back and spoke to Ebony and I asked for a Supervisor, and after she did not help at all kept asking what the rebate was for instead of just looking at file. After 10 mins of holding hung up and I called back spoke to *** asked for a Supervisor he never asked why just placed me on hold for 8 mins. I hung up called back for the 3rd time and spoke to Faith, again asking why and what the rebate is for. After explaining the same thing for the 4th time I was told some other information about getting my internet on and a discount for that. There was a promotion at the time in the store for that. I tried again to explaining the promotion is for my phone and changing to the flex plan. I asked for a Supervisor again I was not transferred to one still. I had to tell the representative that I will be filing a complaint then she tried to talk me out of it and wanted me to hold to see what she can do. I disconnected the call at that point .

  Business response

  10/31/2024

   
  October 31, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22398848
  
  
  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 9, 2024, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced during their recent visit to a local Metro by T-Mobile authorized retailer regarding a rebate and appreciates the opportunity to respond to this matter. Please be advised, Metro by T-Mobile stores are individually owned and operated. Metro by T-Mobile is the service provider. As such, we are unable to view any transactions processed in the store. We request that any concerns that the customer has with a retail location that they address directly with that retail location. Nonetheless, we appreciate their feedback.
  
  Customers can also provide feedback by visiting ********************** and selecting Help from the top right menu then Feedback from the drop-down menu and select the appropriate option.
  
  For further assistance regarding rebates, customers may access our Promo Website by visiting: ***************************************************. ******** customers will receive an SMS message letting them know they are eligible and provide the link to use for claiming their reward. If customers need further help with a rebate, they can call ************** Monday through Friday, 7:00 a.m. to 7:00 p.m. Central Time.
  
  Upon our review of the account, we confirm that the customer was not targeted to receive a $100.00 rebate card. Our rebate department investigated the customers concerns and concluded that they received instant device rebates at the time of activation. 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

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time the device updates there are problems. From lagging, dropped calls, apps crashing at random, to now not even being able to register on the mobile network that I am paying for. The last update was on 10-14-2024 and I have not had a working connection since on my phone line ending in 7949. I was told on 10/17/2024 by T-Mobile Representative ***** that the sim card given to me by the store located at ************************************************************************************* was an out of date model and not compatible with 5G network. As a result, he attempted to change the phone over to an electronic simcard. This did not work, and I still an unable to make the necessary phone calls I need to make nor send text messages. Today, 10/18/2024 the representative named ******* admitted that the store gave me the wrong sim card and that the updates caused the problems that I am having. The interaction with him was recorded and can be provided upon request. The full recording is thirty minutes long. He created a ticket regarding the issue. That ticket number is 87362798.Prior to getting the representatives ******* and ***** who were the only professional ones spoken to, the several representatives before them were rude, nonchalant, and ignoring everything that was stated. They kept asking me the exact same question over and over again. Some were too busy trying to sell me products and laughing with other people in the back ground. T-Mobile forces us to update. If we do not update, the phones do not ******** is this acceptable? We as customers are entitled to the services that we pay for. Anything less than that is a scam. I want credit for the days the service did not work as advertised and I need this phone working properly or replaced with one that works. I should not have to pay for them to replace it as the fault lies with T-Mobile. They are 100% Liable. I am missing important phone calls from clients and from my work. This is harming me and my family!

  Business response

  11/04/2024

  November 4, 2024
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: File Number: 22440382
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 18, 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 customer concerns are pertaining to their coverage and services.
  
  We regret any coverage concerns our customer has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  T-Mobile has verified the address on the customers account and based on the coverage map, confirms their account address is in a good coverage area with no known issues.  
  
  Records confirm our customer reached out to our ************* team several times between October 17, 2024, through October 18, 2024, regarding their coverage concern and a ticket was filed for review by our engineering team.  Records confirm their SIM card was successfully updated on October 17, 2024, and on October 18, 2024.  Our engineering team found that the call records from the account show numerous successful incoming and outgoing calls since the issue was reported, and that the customer is correctly provisioned and registered to the network for all services.  There was no network issue found by our engineering team.
  
  Please note we have no record of our customer completing any device troubleshooting us with concerns regarding their coverage.  It is important that if customers experience any difficulties with the service, that they provide ************* details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
  
  T-Mobile regrets to hear that the customers handset is not functioning as expected.  Please be advised all new T-Mobile devices come with a limited one-year manufacturers warranty.  Unfortunately, the customer purchased their handset on April 21, 2023, therefore this handset is no longer within the one-year warranty period.
   
  As the customers handset is no longer within the one-year warranty period, they may contact T-Mobile directly at ************** for troubleshooting or to discuss options to purchase a new handset.  Our customer may also contact the manufacturer by dialing ************** to discuss the possibility of repair or replacement options.
  
  On October 22, 2024, our offices reached out to Customer and apprised them of the above-mentioned information.  On October 24, 2024, our office ordered the customer two new SIM cards at no additional cost.  It is our position the network is functioning properly in our customers coverage area and the devices are working as expected.  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
  
  

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