Metro PCS Customer Service Issues

Hello, my name is Stacy Lynn Laird. I have contacted your support team three times regarding issues with my WiFi and hotspot on my phone. Despite being told the problem was fixed each time, I am still experiencing difficulties. I recently discussed my hotspot problem with a representative, as well as concerns about being misinformed by a Metro store regarding my plan. I was promised a call back from management but have not received one. Today, I am reaching out again as my hotspot is still not working. I followed all the troubleshooting steps provided by your representative on the phone, but it remains unsuccessful. I have the $50 plan which includes 10GB of hotspot data, yet I am unable to use it. I purchased the phone less than a month ago. I would appreciate any assistance in resolving this issue promptly. Thank you and I look forward to your response.

I purchased what I believed to be a new S6 phone last year, only to discover that it is actually an unlocked used phone. I paid $[redacted] for this phone, under the impression that it was new. Despite specifically asking the store in Roanoke Texas for a new phone, I was misled into buying a used device. I have experienced numerous issues with the phone in the past two months, including no service, frequent dead batteries, and connectivity problems. Today, I learned that the phone is unlocked and over a year old, leaving me feeling deceived and frustrated. I possess all the original documentation, and it is unacceptable that I was not informed about the phone's true condition earlier. I am determined to seek a resolution, even if it means escalating this matter to relevant authorities. It is appalling to think that a store manager in Keller Texas might be exploiting customers by selling used items at new prices. I demand a replacement for this misrepresented purchase and, at the very least, a new battery.

I am quite frustrated at the moment and unable to sleep. I contacted customer service last Sunday to request a payment extension since my direct deposit consistently arrives between 1am-3am on Wednesdays to Thursdays. I work as a Recruiting Manager with Manpower Group Solutions in Milwaukee, WI, and have numerous conference calls to manage. Upon waking briefly, I discovered that my phone service has been disconnected. This mistake puts my job in jeopardy. Despite being assured yesterday that my 72-hour extension was set up, my phone remains inactive. I urgently need it reactivated to secure my employment, particularly for my 8am Phoenix time conference call with my team. I am puzzled as to why the extension was not processed correctly and promptly as promised.

I experienced a problematic encounter at your store at [redacted] W Interstate I-30 #[redacted]. The manager abruptly instructed me to leave during a discussion because I declined her offer to change my phone plan to include another line with reduced services. Despite my intention to only purchase a new phone, she persistently tried to convince me to modify my plan and even attempted to make the changes without my consent. When I refused, she became irate and demanded I leave without providing her name or employee ID. I sought help at the TOWN EAST store and was pleasantly assisted by Chris V., who addressed my concerns, removed the unauthorized charge that led to my phone suspension, and ensured I felt valued as a customer. His exceptional service turned my negative experience around, but I remain disheartened by the disrespect and unethical actions of the original store's Hispanic manager. I hope this issue will be resolved appropriately, as customer trust is paramount. Appreciate your prompt attention to this matter.

I contacted Metro PCS customer service to switch phones and was advised to use the free automated service. When I mentioned I was unfamiliar with it, the representative said there would be a $15 charge. I was taken aback as I had never been charged before for a phone switch. After explaining this, the representative reviewed my account to try to help. Despite trying to waive the fee, it was unsuccessful. I requested to speak to a supervisor who apologized and mentioned coaching the representative. I expressed my concern about unauthorized charges and the supervisor defended the new fee, stating it was within their right to change services. She reminded me of agreeing to terms and conditions, then abruptly ended the call. Unfortunately, my services were disconnected until the fee is paid, which was surprising and disappointing.

I am troubled by the alarming number of scams happening at various MetroPCS stores by sales agents. I contacted around five stores for a quote on phones labeled as "free" with a new line activation. Instead of the expected standard fees, each store quoted excessively high prices, attempting to profit on free phones. When I inquired about an Arios phone marked as free, my total with activation and taxes should have been $58, but they dishonestly tried to charge me $[redacted], then $[redacted]. The fraudulent behavior they are engaging in is unacceptable, and corporate action is necessary. I ended up losing $[redacted] due to manipulated receipts. MetroPCS corporate must address this issue promptly. Customers should have the option to buy or upgrade phones online to avoid dealing with deceitful salespersons.

I am looking to switch a project phone to a different one, but I have encountered difficulties in getting it done. According to your policy, if a new phone is ported in, the phone should be free, and I have 7 days to return it if it's not damaged and has been used for less than 60 minutes. I visited the store to exchange the phone for a better one, as initially intended for myself and my boyfriend. I was told you only had the newest and best phones available. However, in-store, only the older versions were in stock. I reached out to customer service multiple times, and their only suggestion was to return to the store and demand a refund, exchange, or credit. I have been facing issues since the beginning with this process. I request either a full refund equal to what we have paid or the phones we intended to have after porting over all 4 phones and numbers. I have documentation of all the expenses incurred. I am disappointed as what was promised was 4 lines of unlimited data, talk, and text for $[redacted], and this has not been the case. Customer service mentioned deactivating two phones, unlocking two, and providing a credit for the inconvenience and the first bill. I hope to resolve this situation promptly.

I visited a Metro PC dealer to add a new line of service, but the agent changed my rate plan without permission and charged me for the new line activation. He claimed my original phone was no longer available and provided a different one. Upon visiting another Metro PC store, I found my desired phone and was advised to return to the initial dealer for a refund. However, when I returned, I did not receive a full refund. Not only was my service plan not reverted, but my hotspot gigabytes were also missing. I woke up to find my phone disconnected, and I had to pay $35 to have it reactivated, despite having paid my bill on the 8th. Frustrated by this experience, I plan to demand a refund of $15 toward my new phone when the store reopens.

Hello, I am Marcy Weekley, a Metro PCS customer. Yesterday, I visited one of your stores to inquire about purchasing a protective screen for my ZTE Blade Z Max Pro. However, the sales clerk informed me that you no longer carry that phone brand. Despite his suggestion to upgrade my phone, which I can't afford at the moment, he was unhelpful and simply apologized for not being able to assist. I have always been a prompt bill payer and have never encountered such a response before. I left feeling disappointed by the interaction. I kindly request that my need for another protective screen cover be addressed promptly to retain my loyalty as a customer. Otherwise, I may need to consider switching to another phone provider. I appreciate your attention to this matter.

I have been a MetroPCS customer for 4 years, always paying my bills on time. Recently, I had to change my high-security password to adjust my payment due date, but I forgot it. Despite multiple attempts at the store with my ID, I couldn't change it. MetroPCS then closed my account, including my long-standing number [redacted], essential for my cleaning business. This experience has been frustrating, and I urgently need assistance to regain my number. Please contact me, Corey S., at [redacted] Messer Road, Valdese, North Carolina, [redacted], or via [redacted].

I visited the store in Delano, CA even though I live in McFarland. An employee named Angel assisted me, insisting I needed to switch to a promotion with a new phone to get 15GB of hot spot. I was initially on a $60 plan and wanted to switch back to my old $80 plan, but he convinced me otherwise. He updated my daughter's phone with a shady transaction, causing her line to be cut off. When I realized I was overcharged and didn't need the new phone for the promotion, I spoke to another employee, Chris, who couldn't fully refund me. Despite spending over 2 hours there and facing various issues, the manager, Aracely, was of no help. Angel later admitted to lying about the transactions, causing further trouble between me and my boyfriend. The lack of resolution and poor treatment have left me frustrated and disappointed with the company.

I am frustrated with MetroPCS. On February 11th, [redacted], I paid extra at my local MetroPCS store for 8 gigs, but now I see my data and top-up are being used together unnecessarily. I will be contacting my attorney because the MetroPCS store in Minneapolis, Minnesota charged me $10 for top-up, and now they are using it concurrently. I feel like they are taking advantage of American customers. I will escalate this matter by contacting the Attorney General and our legislators until MetroPCS is held accountable for their actions. My data shouldn't slow down as I approach my monthly payment. I just want what I paid for - my top-ups and nothing more.

I want to share my recent experience signing up for your service. Yesterday, I visited the store in Anderson, Indiana around 1:30 PM, but they were out of phones, so they directed me to the Muncie store. When I arrived, the store was closed, with a sign saying they would return in half an hour. After waiting for 20 minutes, I spent two hours trying to sign up. The employee kept entering my phone number and my son's number incorrectly, causing various issues. My son still doesn't have access to Google One because the employee bypassed it when he called customer service. Additionally, for my Amazon Prime, he used a fake email, creating a separate account. After returning to the Anderson store, the woman there was very helpful. She discovered that although my account showed as active, nothing was properly set up. She tirelessly worked to resolve the issues, eventually fixing everything. The process took hours, and my son still lacks Google One. Although I preferred a Samsung phone, I ended up with an LG due to limited stock. Despite the challenges, the kind lady at the store resolved everything.

In January, the local store staff convinced us to change plans and get a new account. We have been loyal METRO PCS customers for over three years and have enjoyed their services. When we dropped a line and got a new number in January as persuaded, the staff promised to return us to our original three lines in February for less than $[redacted], including the February payment. However, we have only been given two 48-hour extensions and feel as though we are being mocked by METRO PCS. We are not asking for anything unreasonable, just for METRO PCS to uphold their promise, restore our service promptly, and give us a reason to remain customers until Friday when our checks arrive.

Hello, I have been a loyal customer of yours since [redacted] with 4 family lines, but I am disappointed with the limited 3 GB/month internet. Despite seeing a promotion offering 4 lines with unlimited high-speed internet for $[redacted] a month for new customers, every time I try to upgrade, I am told it's not available to existing customers. This treatment is disheartening. I frequently travel for business, and your network coverage is lacking in many states like Pennsylvania, New York (Buffalo), Ohio, and West Virginia, limiting my ability to work efficiently with clients. I urge you to consider providing me with the same unlimited high-speed internet offer within my current plan as a dedicated and long-standing customer. Thank you, Mindaugas

Every time I check my metro account, it shows that I've used [redacted]% of my data, which is affecting my download and upload speeds. Despite being on the unlimited plan and having only used 9 gigabytes, the slow speeds persist. The discrepancy is frustrating since the advertised slow-down point is at 35 gigabytes. It feels misleading when the service claims to top up data speeds for slow connections, yet I am experiencing this issue well below the cap. I have encountered this problem multiple times and am considering pursuing legal action. I am planning to file a class action lawsuit to address this misleading data usage practice and seek compensation for affected customers. This situation is not just about data prioritization but about inaccurate data reporting. I wanted to make you aware of these concerns as a legal professional. Thank you.

My account was compromised by an employee who accessed it without permission. I changed my password after her employment was terminated. The employee disclosed personal medical information which violates HIPAA regulations. She falsely informed the store that I had mental health issues, resulting in my line being suspended. Numerous unauthorized changes were made to my account. The store in question then terminated that line on my account, preventing me from recovering it without the passcode associated with the other line. This situation has put my health and safety at risk as I am terminally ill and rely on the line for my in-home care aids. I am unable to afford a new phone. I demand a replacement phone without any additional fees as I have already been charged for the changes made by the former employee. My safety is of utmost importance, and I urge prompt attention to this matter. My contact information is as follows: Security [redacted], Email: [redacted]. Thank you. - Tina J.

I pay $60.00 per month for the UNLIMITED Plan. My payment is due on the 9th of each month. However, on the 1st of every month, my data gets slowed down, which is frustrating. Despite being a loyal METRO customer for 6 years, I briefly switched to BOOST last year but returned after two months. I have three phone numbers on my account, all paid monthly. I believe that as a loyal customer, METRO PCS should honor our agreement by providing uninterrupted data for the entire month that I've paid for. It's important to me that they value our continued service and abide by our contract. Thank you. Sincerely, TJ Bryant

I purchased an iPhone 6 for my daughter on Amazon, but due to a delay in delivery, I bought one from a Metro store. As I had been a customer for two years, I was able to upgrade with ease. I cancelled my Amazon order and requested a refund. However, the refund hasn't appeared in my account yet, and my Metro bill is due. I owe $95 for our unlimited plan. Amazon said the refund would take 3-5 business days, and I made the request on March 2, [redacted]. Could I please get an extension on my bill to wait for the refund? I don't want our service to be disrupted. Thank you. A loyal customer since [redacted]!

Dear Metro PCS Corps, I am reaching out to express my dissatisfaction with the service I have received from some of your employees. Since switching from T-Mobile to Metro PCS earlier in [redacted], I have faced numerous issues with my coverage, billing, and customer support. Despite providing evidence of my service problems, I have been met with dishonesty, disrespect, and unhelpfulness from your staff. The last supervisor I spoke to even threatened to block my account instead of resolving the issues caused by their mistakes. I find this behavior unacceptable and expect a higher standard of customer service, especially considering the partnership with T-Mobile. I hope for a response from someone in charge to address these concerns promptly. Thank you.