Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My phone number is ************ I have been a subscriber of Metro by T-Mobile for at least 4 years I have had the same subscription for the whole duration one of my perks of my plan is Amazon music and prime videos my Amazon music has been disabled for about a month I have made several attempts to have customer service resolved this matter nobody able to do anything I would like to have all the features I am paying for that are included in my plan can you fix this immediately and have been paying out of pocket for something twice when they should have been only once because I have to use other sources now

  Business response

  01/13/2025

  
  January 13, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22788606
  
  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 January 9, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced with their account, and we appreciate the opportunity to respond.  The customers concerns are with their Amazon Prime feature. On June 1, 2024, the customer changed their rate plan from their $25.00 Port and Trade Promo rate plan to our $60.00 Unlimited LTE with 15GB of high-speed data rate plan.  The $60.00 Unlimited LTE with 15GB of high-speed data rate plan includes unlimited talk, text, high-speed data, 15GB of hot spot data and an Amazon Prime feature.   The Amazon Prime feature includes Amazon Music.  We confirmed the customer is on the correct rate plan, feature, and registered their Amazon Prime feature for use.  We did not find any issues that would prevent the customer from using their Amazon Prime feature.  Should the customer have issues with their Amazon Prime account log in, they would need to reach out to Amazon Prime directly for assistance.  T-Mobile regrets any inconvenience to ***** ***.
  
  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,
  
  METRO BY T-MOBILE
  
  ***** *******
  Executive Response
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Metro by T-Mobile to have my phone and internet line suspended. I was told that if I didn't make a payment the lines would be suspended and automatically cancelled instead a payment was taken from my account anyways and service was not suspended. I called several times was told I would be refunded $79.09 that was taken within 2-3 business days and then first service would suspend and then it will cancel automatically now a week later service is still active and a $24.00 credit added totally not at all what should have been done.

  Business response

  01/08/2025

   
  January 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22778791
  
  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 January 7, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced with their ********************** account, and we appreciate the opportunity to respond.  As a prepaid service, Metro by T-Mobile requires payment prior to the due date each month.  Customers are required to pay for the month of service in advance.  If payment is not received, the account will be suspended for a period of 30 days.  If payment is not received after the 30-day timeframe, the account will be canceled for non-payment.  
  
  Please note our customers account was enrolled in AutoPay on November 25, 2024.  AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card or debit card supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  As our customer authorized AutoPay, it is T-Mobiles position that the payment debited on December 31, 2024, in the amount of $79.09 was authorized.  It should further be noted that our customer removed AutoPay from their ********************** account on January 1, 2025.
  
  It should be noted that 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.
  
  On December 31, 2024, through January 7, 2025, our customer contacted Customer regarding a refund for the payment of $79.09 that was remitted on December 31, 2024.  As such, ************* submitted a refund request in the amount of $79.09.  On January 8, 2025, our office was able to validate that our customers refund request was approved and $79.09 was refunded to their original payment method.  Please note, our customer can expect their refund within three to five business days.
  
  It is important to note, as of the date of this letter, our customers account remains active with the balance of $54.59.  Should our customer wish to cancel their account, we request they contact ************* for further assistance.  Alternatively, our customers ********************** account will systematically cancel if payment is not remitted.  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

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased tablet during holiday, it stopped working and took it to a metro where I purchased , and was told by 3 metro by t mobile stores they could not help me or repair the tablet I am still paying for data, and the stores would not dis continue the data for tablet either

  Business response

  01/07/2025

   
  January 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22771488
  
  
  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 January 5, 2025, 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 voice any concerns by visiting ********************** and selecting Help from the top right menu then Feedback from the drop-down menu and select the appropriate option.
  
  It should be noted that if the customer is wishing to cancel the line within 30 days that it was activated at the store, they will need to return to point of purchase to complete this action.
  
  Our office made contact with the customer on January 7, 2025, and they confirmed the issue has been resolved.  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

  01/05/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business is promising the service did not get the service. Try to charge other fees was very uneducated. Lied to the customer about services. Would not give corporates information. Could not resolve issue. Very unprofessional.

  Business response

  01/08/2025

  
  January 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22770004
  
  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 January 5, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced with their account, and we appreciate the opportunity to respond.  The account was activated on November 12, 2024, with the mobile number ending in 4442.  The account was initially subscribed to our $65.00 Flex Up rate plan, which provides unlimited talk, text, high-speed data, 25GB of hot spot data, and 35GB of premium data. The mobile number ending in 4442 also has an additional $10.00 *************** Bundle feature, which includes equipment protection.
  
  On January ******, the customer contacted our ************* to change their cycle day.  The account had an initial cycle day, which was on the 12th, and the cycle ran from the 12th to the 11th of every cycle.  The account cycle day was changed to the 4th, and the cycle will now run from the 4th to the 3rd of every cycle.  Please note, to change a cycle day on the account, our customer must contact our ************* and are required to pay a $5.00 Payment Cycle Reset fee.       
  
  On January 5, 2025,the customer called our ************* to change their rate plan, and the account was subscribed to our $55.00 Metro Flex Start rate plan, which provides unlimited talk, text, high-speed data, 35GB of ************* 8GB of hot spot data, and ****** One 100GB storage.  On the same day, the customer called our ************* and changed their rate plan to our $30.00 Unlimited LTE rate plan, which provides unlimited talk,text, and high-speed data.
  
  As Metro by T-Mobile is a prepaid service, the rate plan changes including the cycle day change caused the account to incur prorated charges and credits for the new rate plan and previous rate plan.  The account cycle from December 12, 2024, through February 3, 2025, balance is $52.00.  The balance of $52.00 is for the following:
  
  Charge of $65.00 Flex Up rate plan,
  $10.00 *************** Bundle feature,
  prorated credits of $17.33 for the $65.00 Flex Up rate plan,
  charge of $14.66 for the prorated charges on the $30.00 Unlimited rate plan,
  charge of $5.00 for the Payment Cycle Reset Fee,
  prorated credits of $14.66 for the $55.00 Metro Flex Start rate plan due to cycle change,
  credit of $10.00 for the *************** Bundle feature due to cycle change,
  charge of $55.00 for the $55.00 Metro Flex Start rate plan,
  charge of $10.00 *************** Bundle feature
  credit of $55.00 for the $55.00 Metro Flex Start rate plan due to rate plan change, and
  charge of $30.00 for the $30.00 Unlimited LTE rate plan
  
  On January ******, the customer remitted payment to the account in the amount of $40.67.leaving the account with a balance of $52.00. It is important to note that the balance is due immediately however, the customer was unable to remit payment.  As no payment was made on the account, the account was suspended for service on January 5, 2025.  We regret if the customer was provided with any misinformation.
  
  Furthermore, we provided them with our contact information. Should the customer have further concern with their account or service, the customer can contact me for further assistance. As of January 8, 2025, the account remains suspended with a balance of $52.00.  We recommend the customer remit payment as soon as possible to restore services. T-Mobile regrets any inconvenience to the 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

  01/04/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for service on 12/04/2024 for monthly phone service plan. This is a month to month plan so its due on the 4th of every month. I paid Januarys bill early on 12/16/2024 to cover the month of January 2025. I also purchased an in home WiFi box on 12/16/2024 with a promotional offer of 30 days free WiFi and all I had to pay was the taxes on the device. Today 01/04/2025 my services were suspended due to non payment. I called customer service and tried to explain that I paid my phone bill on 12/16/2024 and the WiFi had 30 days of free service but my account was stating that I owed the full amount for phone and WiFi. **************** stated I had to go inside the store to fix it but when I got to the store they said customer service had to fix it.

  Business response

  01/07/2025

   
  January 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 751632716
  
  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 January 5, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced with their ********************** account, and we appreciate the opportunity to respond.  Our customer activated their ********************** account on December 4, 2024, with one voice line of service.  Our customer was previously subscribed to the ***************************** Flex Plus rate plan.  Additionally, our customer is subscribed to the optional $5.00 Mexico and ****** Unlimited and $3.00 ******************** features.  It should be noted that our customers statement cycle runs from the 4th of one month through the 3rd of the following month and service charges due on the 3rd of each month.  
  
  Please be advised, Metro by T-Mobile is a prepaid service, and balances for the upcoming cycle are due on or before the listed due date.  If payment for the upcoming cycle is not remitted on or before the due date, customers will be temporarily suspended, pending remittance of the full balance due.  It is important to note, if service is suspended or cancelled, customers are still responsible for the full monthly service amount.
  
  T-Mobile records indicate that our customer remitted a payment in the amount of $83.00 on December 16, 2024, and activated a Home Internet line of service which is subscribed to the $45.00 Home Internet Unlimited Promotion rate plan.  At the time of activation, our customer purchased an Arcadyan ***** HINT 5G Router at the cost of $70.78 which included taxes.  Additionally, our customer was assessed the first months service charges of $45.00 for their Home Internet line of service and their account credit balance was reduced to $38.00.
  
  On January 4, 2025, our customer was assessed their monthly service charges of $83.00 for the $75.00 Metro Flex Plus rate plan, the optional $5.00 ****** and ****** Unlimited and $3.00 ******************** features and $27.00 in prorated charges for the Home Internet line of service, which updated their account balance to $72.00 which was due on January 3, 2025.
  
  Upon review of our customers account, their service was suspended for non-payment on January 4, 2024, as a payment was not remitted for the service charges of $72.00.  On the aforementioned date, our customer requested an extension or UNHotline (***).  A *** 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.  Please note a *** can be requested by contacting ************** via the ********************** website, or via the MyMetro app and can only be utilized one time in a month per account and only allows calls and text messages.  At that time, a *** was provided to our customers account reinstating their services until January 7, 2024.  
  
  On January 4, 2025, our customer contacted ************* regarding their account concerns and their rate plan was changed to the $55.00 Metro Flex Start rate plan which resulted in their account balance being reduced to $52.00 due to the mid-cycle rate plan change.  Additionally, to amicably resolve this matter, ************* issued a courtesy credit in the amount of $50.00 which reduced our customers account balance to $2.00.  It should further be noted, on the aforementioned date, our customer remitted a payment of $2.00 which updated their account to a zero balance.  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

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid off a cell phone that I purchased from T-Mobile I send them a check for$1595.99 in November of 2023. I never heard a word from them until September 2024 I have my Mother the phone she proceeded to turn the phone on and ******** has a lock on it they said the never received the check. I have a copy of the front and back of check that shows it was cashed and my bank statement to prove that they cashed the check. Since September I have sent them copies 3 times of everything they asked for since September they keep giving me excuses and refuse to unlock the phone and credit my account . I am at a loss you cant ever talk to anyone that actually knows what they are talking about. I spoke with a supervisor before Christmas and he promised to call me back on or before January 4th 2025 I never heard back from him. Please can you help me get my account credited and phone unlocked

  Business response

  01/10/2025

  January 10, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22768650
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 4, 2025, 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. In reviewing this matter, the customers concerns pertain to a payment remitted to pay off a handset and requesting a mobile device unlock.
  
  After a thorough review, T-Mobile located a closed account that is in archive status.  Please be advised our ************* does not have access to locate these accounts, as these accounts are closed with no billing, payment, or financial activity for several months.  Our review confirmed the payment was remitted, which updated the closed account with a zero balance; therefore, the equipment installments have been paid in full. 
  
  T-Mobile contacted the customer on January 7, 2025, and advised them of the above. In addition, we processed a Mobile Device Unlock for the handset and sent the customer an email with the Mobile Device Unlock instructions needed to unlock their device. Furthermore, we provided them with our contact information should they have any additional questions regarding this matter.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  
  ***** *****
  Executive Response
  
  

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long time customer of ********************** PCs, I have 3 lines that I currently have on what is supposed to be a family plan, with two of those lines being on the flex plan. So my line itself is 50, and both other lines are both 30 each. That is a total of 110 a month, and my bill for the last several months has been ridiculously high at 150 a month, and if I pay in store it's 155. There is no reason I should be paying this much for 3 lines, when they advertise 4 for 100. At the moment my phone's are currently on the extension because the bill is so high and I could not pay it this month. I'm a single mom of two, with an income of 1000 monthly. I have attempted to contact customer service a dozen times prior to this and each time my bill was supposed to be fixed it's gotten higher. And due to my lines being on the extension I can't even get through to customer service because they refuse to connect me until I full pay the bill. That is absolutely ridiculous. These last couple years at Metro had beyond disappointing, and they overcharge , lack professional customer service agents or any customer service at all that is actually helpful. Some kind of adjustment needs to be made on my account because for several months now I have been overcharged by nearly 50 dollars a month, that is absolutely wrong. And a resolution needs to be made, and for as much as I have been overpaying, some kind of credit towards my account to make up for many months of being overcharged.

  Business response

  01/08/2025

  
  January 8, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22768561
  
  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 January 4, 2025, 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 an increase in their monthly service charges.  T-Mobile investigated these concerns accordingly.
  
  Our records show our customer currently has three voice lines subscribed to our Metro Flex Start rate plan for $55.00 per month for the first line, and $35.00 per month for each additional line, as well as a tablet line subscribed to our Tablet Unlimited Standard Definition rate plan for $15.00 per month.  With the addition of our Scam Shield Premium feature on one line, and our Premium Handset Protection (PHP) feature on two lines, our customer has an expected monthly charge of $148.00 per month.
  
  Please note, our review indicates our customers monthly charges have increased over the course of 2024 due to the periodic addition of new lines, with additional lines activated on March 1, 2024, August 31, 2024, and November 4, 2024.  Our records also show that our customer received promotional device pricing with the purchases of each of these additional lines on these dates.  Should our customer wish to review options to lower their monthly service charges, we invite them to contact our ************* by calling **************.  It is important to note, dependent on purchase details, our customer may be subject to a downgrade charge as a result of rate plan change. 
  
  It should be noted that Metro by T-Mobile is a prepaid service provider, and the balances paid for prepaid service charges are non-refundable.  Furthermore, Metro by T-Mobile customers are under no obligation to renew services should the service be unsatisfactory.  Upon review, our records do not reflect any errors with the service charges associated with our customers account, and as such, we respectfully decline to provide compensation for their service charges.  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

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was charged for a galaxy tablet that the company immediately canceled after I purchased online. Company is refusing to refund my money.Ordered and paid for tablet but nothing was sent and the company is refusing to refund Supervisor **** ******* Was unhelpful rude and very refused to even look into it

  Business response

  01/07/2025

  January 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:     Your File No. 22762997
  
  
  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 January 3, 2025, regarding the above-referenced account. 
  
  T-Mobile regrets any concerns our customer has regarding their online order purchase, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, their concerns pertain to their recently purchased device. T-Mobile investigated these concerns accordingly.
  
  Please note, online customers who purchase a new handset must return the handset to the ********************* per the instructions included in the shipment packaging.  Metro by T-Mobile authorized dealer retail locations cannot accept returns for phones purchased online.  Customers who wish to return equipment purchased online via **************************************** must initiate the return by contacting the Order Support team. Customers may access order support at *******************************************************************; Prior to contacting the Order Support team,we recommend customers refer to the order confirmation email they received upon placing their order.  Please be advised,we are unable to view transaction information or issue refunds for orders completed online.  In addition, we do not amend, cancel, facilitate re-shipment, device exchanges or provide replacements once an order has been confirmed, shipped, or returned. 
  
  Upon review, we have no record our customer submitted an online order.  As such, T-Mobile recommends our customer to work with online order support, by clicking on the link provided above.  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

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in Oct I purchased a new phone. I was charged for a tablet 8 I never took possession or agreed to. The agent was told I did not want to add any tablet- yet my account now shows an active tablet 8 le I'm paying monthly for that I do not own. The employee/agent knowingly added/ possibly is in possession of a tablet 8 le I'm being charged for. Metro 611 has only offered discounts claiming an investigation has been filed yet can not remove the device till my next pay period- which sounds like fraud to me still. I just want the device removed-looked into-and if in fact the employee is in possession of be terminated and charged for fraud. - I have already had to pay twice for a device i am not in possession of and never agreed to. I want the device removed asap.

  Business response

  01/16/2025

  
  January 16, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22742299
  
  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 January 2, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced with their account, and we appreciate the opportunity to respond. The account was activated on September 28, 2022, with the mobile number ending in 0755, which is subscribed to our $15.00 2GB Promo rate plan, and provides unlimited talk, text and 2GB of high-speed data.  On October 31, 2024, the customer activated their new voice line ending in 1747 and was subscribed to our $55.00 Metro Flex Start rate plan and has an additional $5.00 Premium Handset Protection feature.  Also, on October 31, 2024, the account had a new activation for a mobile internet line ending in 2297 with the purchase of a TCL Tablet 8, which was subscribed to our $15.00 Tablet Unlimited SD Video rate plan. 
  
  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 completed in-store.  Should the customer have concerns relating to their in-store transaction they must return to the retail location for assistance. 
  
  On December *******, the customer contacted our ************* to request cancelation of their mobile internet line ending in 2297, and they were offered a credit of $50.00 to retain the customer and the mobile internet line.  The customer accepted the credit, and it was applied to the account on December 20, 2024. The mobile internet line ending in 2297 was not canceled.
  
  Then, on December 25, 2024, the customer contacted our ************* to cancel the mobile internet line ending in 2297, and they advised the customer that they would need to pay the full price of the tablet however, we have already applied the credit of $50.00 to the account to help with the cost of the service.  **************** internet line ending in 2297 was not canceled.
  
  After further review, we found 10.8GB of data usage on the mobile internet line ending in 2297 from October 28, 2024, through November 27, 2024.  However, upon speaking with the customer on December 31, 2024, they stated in they did agree to activate a new mobile internet line at the Metro by T-Mobile retail store or receive a new TCL Tablet 8. 
  Please note we are unable to substantiate fraud as we are not able to access any retail store records.  To resolve this matter, on December 31, 2024, we reached out to the customer and canceled the mobile internet ending in 2297 per their request.  
  
  As of January *******, the account remains active with the voice mobile numbers ending in 0755 and 1747.  The account has a balance of $80.00 due on January 27, 2025.  The customer accepted this as a resolution, and we regret any inconvenience to them.
  
  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

  01/16/2025

   
  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

  01/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had voice quality issues for over 2 years and they refuse to help me or release my number. Called in several times.

  Business response

  01/03/2025

  January 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22755319
  
  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 January 1, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding their device, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, our customer concerns pertain to a handset they recently purchased.  They also indicated that they wish to get a refund for the device as they indicate it is not working.  T-Mobile investigated these concerns accordingly.  
   
  After a thorough review T-Mobile confirmed that the account and device were purchased on June 14, 2024.  It should be noted that if the device is not working properly, and our customer has completed trouble shooting, they can complete a warranty exchange for the device.  Warranty exchange fees are subject to change.  All warranty options exclude exchanged handsets are no longer within the manufacturers warranty, such as those found to have sustained physical or liquid damage. Metro warranty replacements are not guaranteed to be new, nor are they guaranteed to be the same model or color.  If the exact model is not available, the replacement will be of similar kind.  Please note, customers may also contact the handset manufacturer directly to arrange for a warranty exchange.
  
  It should be noted should our customer wish to take their number to a new carrier they can do so at any time.  In order to port the number to a new carrier, our customer will need to provide the new carrier with the account number, phone number, in addition to the account PIN/Password that they used when contacting ************* and a Port out PIN (POP).  ********************** has process set in place to help prevent unauthorized account takeovers, and all customers porting out from **********************, need to request a POP.  The POP will be used in addition to the regular account PIN/Password when completing the port-out process.  A POP is required only for port outs and is good for all lines on the account and is valid for seven days.  If after seven days, customers will need to generate a new one by either contacting ************* or accessing their account via MyAccount APP or ****************************.
   
  After further review, we have validated that the account has been billed accurately for services.  It is important to note that amounts paid for prepaid service are non-refundable and no-account credits will be provided for outages or concerns related to device or service issues.  As such our office respectfully declines to provide a refund of any amount.  However, our office was able to validate that on January 2, 2024, ************* provided a one-time courtesy credit of $60.00, which resolved the balance due for the service cycle dates of December 30, 2024 through January 29, 2025.  Should our customer have device concerns, we ask that they contact ************* for assistance.  For further assistance, our customer can locate their nearest ********************** store via the following online store locator: **************************************************************** and complete a warranty exchange if needed.   
   
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact ************* directly at **************** or 611 from your 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. ↩