Metro PCS Customer Service Issues

I have been invoiced for a screen protector and signed up for a plan through the ACP program at Metro PCS. The staff member decided to enroll me in a different plan without my consent. I revisited the store, and the manager explained that I was not placed on the plan I had requested as ACP does not cover two specific plan options, although their advertisement indicates otherwise. The manager also mentioned that what the employee included on my bill was supposedly complimentary, yet I did pay for it. Website: v.metrobyt-mobile.com **$30/mo. UNLIMITED** With ACP. Regularly $60/mo. -Unlimited talk & text Unlimited high-speed data 5G network access -15GB hotspot data • 100GB Google One cloud storage → Amazon Prime subscription • Vix+ 1-year subscription ON US Perks offered every Tuesday in the T-Mobile Tuesdays app with → Advanced scam-blocking

Hello, I am currently on a cruise ship in Bridgetown, Barbados. I purchased the Basic Internet package from Celebrity Cruises with the understanding that I could make Wi-Fi calls and texts. However, after speaking to an IT expert on the ship, I was informed I can only do so with the next package up and only between Android to Android or iPhone to iPhone. I tried using my phone with IMEI [redacted][redacted] and received an error message stating I am not subscribed to the network. How can I make phone calls or text back to the USA without incurring international roaming charges? Is there a global subscription I should have purchased beforehand? I am using a Galaxy A32 5G, and my phone number is [redacted]. I would appreciate a prompt response. Thank you, Henry K.

I am experiencing issues with my brand new phone. I spent four hours with an agent last night via text who assured me it would work after "provisioning", but unfortunately, it has not. I have attempted to reach out to Metro PCS through their text chat multiple times, but their automated system fails to connect me with a live agent. As a customer of nine years, this lack of support is disappointing. I need to submit a service report as soon as possible as my phone is still not registering on any network despite trying all troubleshooting steps. I am now considering switching to a different provider that values customer service more than Metro PCS's automated system.

I bought a phone on October 15, [redacted], from your store located at [redacted] S. U.S. 1 Ft. Pierce, FL [redacted]. After a few days, I noticed that it wasn't ringing for all my calls, I was missing some texts including WhatsApp messages, and my internet connection was intermittent. I checked everything on my end before returning to the store on October 27, [redacted]. Upon explaining the issues in the store, the staff member's response was accusatory and rude, implying that I had broken the phone. Despite my request for a replacement, they insisted there was nothing wrong after inspecting it. Due to the promotional offer, I was told I couldn't exchange the phone. The interaction was distressing, and I was subjected to unwarranted rudeness and lies. I am deeply dissatisfied with the customer service and am seeking a resolution with a functioning replacement phone.

In early October, I brought my water damaged phone to a Metro store and was directed to contact Assurant for assistance. I called, filed a claim, and paid the $60 deductible. Despite not receiving my phone after a few days, my bank confirmed the payment to Metro. The store informed me it was pending, and I initiated a dispute with my bank to expedite the process. However, after a week, the money was not returned as promised. I escalated my complaint to the FTC and contacted the bank multiple times. They assured me the refund would be processed in 48-72 hours, but it has not happened. Amidst this, my phone service was suspended for non-payment. Despite explaining my situation to Metro, they insisted on charging me $[redacted] and refused to waive the fee for the unused month. This has been a distressing experience, especially while grieving the loss of my brother. I am unable to access vital information on my broken phone, impacting my ability to communicate with family and work. I urgently seek a resolution and hope for a prompt response from corporate to address this escalating issue. Thank you for your attention. Regards, B. H.

This morning at around 5:15 a.m., I made a payment to my account, but noticed that instead of my usual $30 monthly bill, it showed I owed $60. I proceeded to make a guest payment with my debit card, and then around 7 a.m. my phone got shut off again, this time showing a $30 owed amount. I made the payment once more to have my phone reactivated. After facing issues with the store I purchased the phone from and receiving unhelpful service, I am now seeking assistance here. I would like a credit for the $30 overcharge. The confirmation numbers for the two payments are as follows: 1st payment - [redacted]63, 2nd $30 payment - [redacted]4. I am eager to have this matter resolved promptly as I am on a fixed income.

I have been a Metro customer since [redacted]. Recently, a friend gave me a 5G phone, but I didn't like it. I went back to my old phone from [redacted]. After researching, I decided to get a Samsung A53 5G. At the Metro store, I wanted to buy it, but the salesperson said I wasn't eligible for an upgrade because I activated a phone two weeks ago. I explained that I hadn't bought a phone from Metro since [redacted], but they mentioned I couldn't upgrade for 90 days due to the recent activation. When I contacted customer service, they explained Metro offers discounted phones for upgrades every 90 days. I insisted I hadn't upgraded before and wanted the Samsung A53 5G, but they said I was ineligible in their system. However, I clarified that I didn't purchase a phone from them for an upgrade, and the recent activation was not an upgrade. They maintained that any phone activation resets the upgrade eligibility for 90 days. So, I encountered an issue where I couldn't get an upgrade phone from Metro after reactivating my old phone.

I'm attempting to transfer my line to my number [redacted]. Unfortunately, my phone was stolen, so I can't receive the verification code. I know the security questions to bypass this, but I need to speak with someone directly. The call keeps disconnecting when I try to reach a representative. It's urgent to resolve this as I've been without my phone for over a week. My name is Desiree Sandner.

I am still waiting for my original phone number to be transferred to my MetroPCS account. I was assured when I signed up that my number could be carried over. It has now been 4 months, and the porting process has not been completed yet. Please address this promptly, or I will have to consider taking legal action to recover the expenses incurred due to having a cell phone account without my correct number.

After being a customer for 20 years, I am currently in the process of finding another service provider. It seems like many others are also leaving due to the decline in customer care since T-Mobile took over. I have been a victim of fraud and cyber corruption multiple times without any support from Metro's fraud department. My phone is constantly being hacked, leading to incorrect charges and account disruptions. Despite my efforts to stop it, there has been no success. I am facing financial losses and the inability to contact Metro due to my phone being shut off every month. As a long-haul COVID patient at 70, this situation is overwhelming. I have insurance, but the hackers keep changing my information. I have tried to address these issues with Metro but have received no resolution. This lack of support is unacceptable, and I'm left with no choice but to explore other options after five months of reporting the problem with no improvement.

I am extremely frustrated with the staff at my local store. They promise services that they cannot deliver, leaving me in a difficult situation. Currently, I have automatic payments set up, and I would like to upgrade both of my lines to Samsung S22 Ultras with total device coverage. However, the store informed me that I would need to pay the full price upfront because they didn't have the phones in stock. They also mentioned that I couldn't put the phones on a monthly payment plan initially, causing me further inconvenience. I accidentally dropped my phone in a river, rendering my current service useless while I continue to pay for it. Being compelled to return to the store is pushing me to consider changing my service provider. I will not accept this kind of discrimination, especially since I am a disabled individual receiving SSA benefits, with payments automatically deducted from my account. There has to be a better way to resolve this issue.

I have had a very unpleasant experience at my local store, which I believe is also T-Mobile. They have not been helpful and make me feel incompetent. I prefer using online services like upgrades and purchases, and T-Mobile offers a chat feature for assistance even after regular hours. I feel like I am being pushed to shop in-store, which I find discriminatory and unhelpful. I have autism, which makes face-to-face communication challenging for me. I only want to upgrade two lines to Samsung S22 Ultras and have the cost added to my monthly bill, which is automatically deducted from my payment card. I hope the company can address these issues and ensure a better experience for customers like me. Thank you.

I recently opened a Metro PCS account but switched back to Verizon after two months and left my SIM card at my ex-girlfriend's place. Subsequently, my banking information, including my Apple ID and Apple Pay, was compromised, and I suspect it might be linked to my old number. While investigating the security breach, I received a call from my old number ([redacted]) where the caller hung up after speaking Spanish. I am concerned about who currently has my old SIM card and is using that number. The number was associated with my Apple device, so I believe my personal information might be at risk. Can someone assist me in resolving this issue? My cell phone number is +[redacted]7, and my name is Matthew Stempky. Thank you.

My phone was stolen by my boyfriend, and I am currently using my second phone to seek help. I have already reported the theft to the police and am desperate to retrieve my phone. Unfortunately, he has blocked my access to my Gmail and phone numbers. I have no idea of his whereabouts, and I am hoping to track my phone to help the authorities find him as he has pending warrants. I am in a difficult situation and would greatly appreciate any advice on how to proceed.

I visited a Metro dealer to purchase a new phone, but there seems to be a high security code on my phone that I didn't set up. Despite providing my driver's license at the store to confirm my identity, the phone agents I spoke to, who were located in another country, were unable to assist me. I've been a loyal Metro customer for 11 years and unfortunately, I am unable to recall the eight-digit code due to a past medical issue. It's frustrating that customer service has not been effective in resolving this high security code matter. It would be more helpful to have customer service representatives located in the United States. I believe the local Metro store can verify my identity to remove the security code so I can proceed with purchasing a new phone. It's disappointing that my loyalty as a customer is not being valued by Metro, and the lack of satisfactory customer service is discouraging. Customers should be aware of the challenges I have faced with Metro's customer service, especially when dealing with representatives from a different country.

I recently purchased a phone from Metro by T-Mobile online, and unfortunately, it has been lost or stolen. I would like to request a replacement if feasible. The phone number associated with the lost device is [redacted], registered under my name, David Rauh. The purchase was made on October 31st online, including payment for the phone and one month of service totaling $[redacted].19. I was enrolled in the $40 unlimited monthly plan. Being without a phone for a week has been challenging, so any assistance is greatly appreciated. Thank you.

I simply need assistance activating a new phone my family gifted me for my birthday and Christmas. I successfully transferred everything except for activating it online to avoid the $20.00 or $25.00 activation fee. I am struggling with this step, even though I have the SIM card and would like to keep the same phone number. Any guidance through this process is greatly appreciated. Thank you.

I purchased a new Samsung phone from Best Buy that is MetroPCS compatible. I went this morning to buy a triple SIM card and had it set up so I could use the phone. When I got home, the phone was not hooked up and is not working. I didn't contact the MetroPCS store yet, but I need my phone to be activated since I paid for it. Could someone please advise me on what steps to take now?

As a Metro PCS customer since [redacted], I feel like my loyalty should be recognized. Despite my long-standing account with the same phone number, the experience at the corporate store on Fowler Avenue in Tampa, Florida was quite disappointing. I contacted customer support to switch my non-functioning phone while requesting the fees be waived, but unfortunately, I was asked to pay a $20 switch over fee. The representative at the store also informed me that my $25 plan needed to be increased to $30, which seemed unfair considering my loyalty as a customer. The lack of special treatment for a longstanding customer like myself left me feeling let down by the service provided at this corporate location. Sincerely, Courtney

I have been a Metro PCS customer since [redacted]. Despite my long history with the company and the same phone number, I received inconsistent treatment at the corporate store on Fowler Avenue in Tampa, Florida. When I contacted customer support to switch my phone to a new one due to technical issues, they advised me to visit the store for assistance and mentioned fees would be waived. However, at the store, I was asked to pay a $20 transfer fee and my $25 plan was increased to $30 without any valid explanation. I was disappointed by the service I received at this location. I am seeking to resolve this matter by having my bill returned to $25 as it originally was, instead of the increased $30 charge. Additionally, I would like a refund of the $20 transfer fee that was incorrectly charged. Thank you for your attention to this matter. Sincerely, Courtney