Complaints

• Initial Complaint

  03/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Metro by T-Mobile fails to unlock phone associated with phone number ************. My number has been ported to new carrier but cannot use because still locked to Metro by Tmobile. I purchased the phone outright from METROPCS for $1069.99 on 7/4/2020. I have been told that the phone is eligible to be unlocked. First contact for request to unlock on 3/1/25. I get different stories each time I call and they keep giving me new incedent numbers. Original was INC1880807, then INC1881423, then INC1871700. They want talk to you unless you have an account with them. Luckily my wife's phone is still with them on the same account number that mine was on *********. First they told me that I would receive an email on unlock information that never came, then next time said it would be unlocked the next day at 10 am. One individual said 3 to 5 days. Last person I talked to gave the 72 hour timeframe.

  Business response

  03/07/2025

   
  March 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 23022169
  
  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 March 5, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced regarding our Mobile Device Unlock and we appreciate the opportunity to respond. Please note that Mobile Device Unlocks are available for devices that meet the following eligibility criteria, which are available at ******************************************************************************************, and include:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  365 days must have passed since the devices activation date.
  
  The above requirements apply to handsets purchased after May 1, 2024.  It should be noted that for handsets activated prior to May 1, 2024, the activation period requirement is 180 days.
  
  Upon review, we confirm that the customers handset was activated on July 3, 2020, along with a ******* Galaxy S8 handset with the ******************** Equipment Identifier (IMEI) ending in 3207.  As all of the requirements outlined above have been met, the device is eligible for a Mobile Device Unlock.
  
  Our records confirm that the customer will need to complete the on device unlock steps by connecting to a working Wi-Fi source, opening the Settings application, Systems/Connections, select System Updates/More Connection Settings, Click on UICC unlock or Network Unlock. Once those steps are processed, please reset the device, and the Mobile Device Unlock will be completed.
  
  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

  03/07/2025

   
  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

  03/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started service for 2 lines with 2 insurance 6/2023. Called to get phone fixed Feb 1, 2025. *** referred to ***************** Made claim but was denied cause did not answer security ? s right. Went to metro to correct n *** said I don't gave ins. They research n find the change was made 12 days later after I got svc in the metro where I got svc. 1st.& not my fault . I was changed to a different ********** was supposed to be included. Said they would research n get correct. I called few days later & *** did not kniw to much but still no ******* need to go in to metro to get it I went back to a metro ofc I paid to reconnect my insurance on both lines. The manager told me to call in a few days n make insurance claim. I called & the Metro *** said I did not have Ins. Went back to ofc where I paid to get ********** to mgr. He said they disconnected my insurance that day I called n I have to pay to reconnect again or call & get resolved. I attempt to call & explain problem n got disconnect 2 time so gave up. What I want is for my ins reinstated on both my lines **************************** I should not have to pay again. Then I want to file claim with Assurance to get my phone fixed. I have always got insurance on my **************** can check Tmobile for this my former carrier. I did not ever cancell my insurance & every time I called in I always verified what I was paying for & that was 2 lines with 2 insurance & later I got internet. I never was told that I did not have insurance. I was told the plan that was changed usually comes with insurance by a supervisor while they were searching why it was cancelled & it was not my fault. Idid not know they cancelled my insurance by mistake til I went into the store to correct my security ?s

  Business response

  03/06/2025

  
  March 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      Your File No. 23011596
  
  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 March 3, 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, our customers concerns pertain to an issue processing an insurance claim due to concerns with their insurance features.  T-Mobile investigated these concerns accordingly.
  
  T-Mobiles Premium Handset Protection (***) feature is provided through Assurant, a third-party company, and operates as a separate entity.  *** offers a like-new replacement handset in the event of hardware service (mechanical breakdown) and is subject to a warranty fee.  Additionally, for accidental damage, loss, and theft, customers can file an insurance claim.  Please note, claims are subject to a deductible which can vary depending on the customers device model.  Assurant may be contacted by dialing **************,and claims may be managed online at *****************.
  
  Our records show at time of activation on June 9, 2023, our customer activated two voice lines,both of which were subscribed to our *** feature.  On June 22, 2023, these features were incorrectly updated to our Premium Handset Protection Rollover feature,which a version of the *** feature applied when a customer reaches their yearly claim limit and is intended to be a temporary until the customer reaches claim eligibility once more.  As there is no record of any claims made between June 9, 2023, and June 22, 2023, this modified feature was applied in error.
  
  On January *******, our customer attempted to file a claim with Assurant for the line ending in 2200 but was unable to do so as a result of the incorrect feature.  While working to correct this matter, on February 3, 2025, the Premium Handset Protection Rollover feature was removed from both voice lines, leaving no insurance feature active.  To resolve our customers concerns, and with confirmation of previous coverage, our office reapplied the *** feature to both voice lines and additionally applied a credit to the account of $13.20 to compensate for the first months service charge associated with the reapplication of the *** feature.  Should our customer still require an insurance claim, we encourage them to contact Assurant at their earliest convenience to proceed with claim filing.  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

  02/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought there pay as you go internet and when I purchased the equipment and paid for my first month and so on I payed for about 8 months the guy that was at the ******** store said there was no contracts and if I didnt want the service just simply return the equipment and that was it well I got a a letter stating I owe ****** for service and non return of equipment well I returned it and they kept billing my credit card when I turned in all equipment they for some reason kept charging my account when it was pay as you go plan so why now I owe for this service and they sent it to collections

  Business response

  03/09/2025

  March 9, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 23005155
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated March 1, 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 are pertaining to their account billing.  T-Mobile has confirmed the customer activated ********************* and was provided a Home Internet Gateway at activation.  The Gateway is provided at no cost but is required to be returned when service is cancelled to avoid a non-return fee.  T-Mobile customers do not have a contractual agreement to continue service; however, most customers are billed in advance of the service being provided and become due within that billing cycle.  
  
  A review of the account confirms no attempt to cancel service was made by our customer, so billing continued until the account was cancelled for non-payment.  T-Mobile is also unable to confirm receipt of the Home Internet Gateway, so a non-return fee was assessed to the account.  As no payment was remitted, the account has been referred to an outside collection agency.  Based on the above it is T-Mobiles position that the account billing is accurate, and the balance owed.
  
  On March 4, 2025, our office spoke with our customer and 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

  02/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this corporate T-Mobile store on 2/25/25 to replace a phone of mine which had stopped working. Took care of that no problem however when I got home I realized number one they failed to issue me a receipt and number two they upped my monthly charge from $56 to $98 a month by changing my service plan two levels up. We never discussed anything about this I did not ask for it and certainly did not authorize it. I called customer service when I realized what happened and somewhat reluctantly get my charges back to where they were supposed to bed. There were no service charges or anything like that it was just a straight up I was buying a phone that's it. Also the customer service lady was more interested in trying to sell me upgrades and equipment and blah blah blah than my situation. She never even inquired about the location or personnel involved. This has happened with them before not at that store but it has happened before. I specifically went to a corporate store not a franchise store to avoid shady c*** like this. I just paid my bill for the month couple of days before so soon as this month's up which I've already paid I'm done with them and I will strongly suggest to anyone that I know, interact with or hear of being one of their customers to do the same thing.ALSO... this "new" phone is not new. There was even a text that came up on the phone itself that there had been a phone number associated with this phone previously. It was sold as a new phone didn't even come with a manual. And as I said earlier they never issued me a receipt it does show up however the phone does on my T-Mobile account online. But not that I purchased it or any documentation as such. Only documentation I have is the ****** that came out of my checking account from my debit card. This transaction shows up on my bank statement. I guess if they just do enough things like that some won't get reported h*** I don't know what goes through their head

  Business response

  03/04/2025

   
  March 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22996639
  
  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 February 27, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced during their recent visit to the Metro by T-Mobile authorized dealer and we appreciate the opportunity to respond.  Please be advised, Metro by T-Mobile stores are independently owned and operated.  Metro by T-Mobile is solely the service provider.  As such, we are unable to view any transactions processed in the store and therefore unable to substantiate the amount that our customer remitted in the store.  We request that any concerns that our customer has with a retail location be addressed directly with that retail location.  
  
  T-Mobile records confirm on February 25, 2025, our customer activated a REVVL 7 handset.  Upon a thorough review, we were able to verify that our customers REVVL 7 handset was a new device and had not been previously used on another Metro by T-Mobile account.  Additionally, on February 25, 2025, our customers rate plan was updated to the ***************************** Flex Plus rate plan and the optional $3.00 ******************** feature was added.  On February 26, 2025, our customer contacted ************** and they were placed to the $55.00 Metro Flex Start rate plan and the optional $3.00 ******************** feature was removed.
  
  We appreciate our customer taking time to provide details of their interactions with the Metro by T-Mobile authorized dealer and *************.  Please be assured that we value customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  Additionally, on March 4, 2025, our office submitted feedback regarding our customers recent interaction with the ********************** authorized dealer, and they are being investigated internally.  Please note T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidential.  However, our customer can rest assured that we will address the matter.  T-Mobile regrets any inconvenience to our customer.  
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* by either dialing ************** or 611 from their handsets during the hours of 7am to 10pm 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

  02/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Um ****** ***** and someone name dehampshire ***** continues to harrass my phone I cud not block her on my end I want metro to. Block her from my pone plese

  Business response

  03/04/2025

   
  March 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22995052
  
  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 February 26, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the complainant may have experienced, and we appreciate the opportunity to respond.  If the complainant believes they are subject to an unlawful act, they should contact local, state, or federal law enforcement authorities.  T-Mobile will of course fully cooperate with any investigation undertaken by law enforcement with respect to their concerns.    
  
  T-Mobile recommends that the complainant contact their current service provider or their device manufacturer for assistance with blocking specific phone numbers, as Metro by T-Mobile is unable to assist with their blocking request.  T-Mobile regrets any inconvenience to the complainant.
  
  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

  02/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer since 2017; my husband and I were promised a free upgrade. We went to three stores- we were told they could not do it.We have paid for 5 new phones at Metro the phone only work for a short period of time. After a few months the on and off switch stop working or gets stuck.I am requesting a refund for the equipment.

  Business response

  03/06/2025

  March 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *****, ID *****
  
  Re:Your File No. 22993353
  
  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 February 26, 2025, regarding the account referenced in the above-mentioned file number.  
  
  T-Mobile regrets any concerns our customer has regarding their device, and we appreciate the opportunity to respond.  In reviewing this mater, our customers concerns pertain to a handset upgrade and concerns with the purchased device.  T-Mobile investigated these concerns accordingly.  Please be advised handset upgrades must be completed at a retail store location.  Furthermore, 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 note, new activations are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at ****************************************************************************; In addition, handset upgrades are nonrefundable and non-returnable; however, Metro by T-Mobile provides a warranty on devices up to 12 months from the initial purchase date.  If the device is not functioning properly or stops functioning for any reason covered by the warranty, customers may bring their device to a ********************** authorized dealer location.  
  
  Upon review of our customers account, on March 1, 2025, a handset upgrade was completed.  As such, the handset is non-returnable to refundable, however, it is within the 12-month manufacturers warranty.  Please be advised, we have no record of our customer contacting ************* regarding concerns with their device. 
  
  Should our customer continue experiencing issues with this device, we encourage them to contact ************* or visit their nearest ********************** authorized dealer for assistance with troubleshooting and or begin the warranty replacement process.  The nearest store can be found online at *******************************************************************;
  
  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

  02/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/1, My boyfriend and I went into the Metro by T-Mobile store because his phone screen had cracked. We asked the store rep ****** if he was eligible for an upgrade, but since he just was put on the Flex plan he was not, but he could get the ******* A16 for $229. My boyfriend decided to go with that phone. We were told his current phone case wouldn't be compatible so ****** had a deal for a case with a screensaver for $27. We were ok with that. I asked if the charger came with the phone. ****** told me yes. ****** put the screensaver on for him and pressed a few buttons on his phone. Because my boyfriend didn't have his phone with him, he could not be sent a PIN, so I just paid with my Discover Card for the phone and case with the screensaver. ****** cut the receipt in half with a knife. I didn't think anything of it until the next day when my boyfriend looked at his account and saw it was charged $27 apparently for ****** setting up the phone in the store is what I was told after I inquired about this situation after the fact.I went to the store for a reprint off the receipt. I discovered that what ****** cut off was what he charged me without informing me of was $40 to add to my boyfriend's account, a $6 payment support charge, the case was $27 , but was actually $52.99, and the charger that I asked about being included in with the phone he just decided to have me buy without even asking was $31.80.I went back to the store on 2/7 and Facetimed with the owner who allowed a return of the case and charger. $84.79 was returned to my Discover card. The owner told me that ****** was talked to, not to worry, but the phone is not eligible to be returned because it is an upgrade. I explained that we were told it was not an upgrade and would like to return the phone. The owner insists it was an upgrade but my boyfriend just joined the flex plan. He was extremely rude. I would like the $288.79 returned to my Discover card and to return the phone.

  Business response

  03/05/2025

  
  March 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22977295
  
  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 February 24, 2025, regarding the above-referenced file number. 
  
  T-Mobile regrets any concerns the customer may have experienced with their handset upgrade purchase, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns are pertaining a handset upgrade purchase made at a Metro by T-Mobile retail store. 
  
  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.  However, please be assured that T-Mobile takes allegations of misconduct very seriously. We make every effort to be professional and courteous to our customers.  We apologize if any retail representative failed in any way to display that during the customers visit to the retail store.  If the customer has continued to have concerns with their retail store transactions, we recommend they reach out to the retail store directly. 
  
  We are also happy to hear that the Metro by T-Mobile retail store did provide a refund for disputed accessory charges in the amount of $84.79 as stated in the customers correspondence to your office.
  
  Regarding the handset upgrade purchase, Metro by T-Mobile customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service. The handset 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. Customers who purchased their handset via ****************************************,must return the handset to the ********************* per the instructions included in the shipment packaging.
  
  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.  Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device. 
  
  On February 1, 2025, the customer purchased a ******* A16 handset on their existing mobile number ending in 5989. As the mobile number ending in 5989 is not a new line activation, the device is considered a handset upgrade and not eligible for a return or refund.
  
  We respectfully decline to issue the customer a refund of $288.79 as we are unable to validate that the amount was charged in error.  T-Mobile reached out to the customer via email on March 3, 2025, to explain our Metro by T-Mobile handset return policy.  T-Mobile also provided the customer with our contact information in case they had any further concerns.  As of March 5, 2025, the account remains active with a zero balance.  T-Mobile regrets any inconvenience to the customer.
  
  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

  02/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 25, 2024, I switch my service from **************** to T-Mobile prepaid. I have had nothing but issues after issues with transferring my service over to T-Mobile. Since I could not access my "BRING YOUR OWN PHONE" to our service for 10 days, I was unable to gain access to our service. After 10 days, I made several calls explaining that I paid for two lines to be transferred over and I was getting bad quality service, the calls were dropping, and nobody could hear me when I did answer or make calls out. After several minutes of waiting on hold, it was discovered that the phones needed to be unlocked from ***** Within any stress involved the agent that I spoke with immediately put me on hold and added **** to the line we provided the **** numbers, and the phones were switched. I was still experiencing the same issues that I had when I initially switched the lines over. I called again and I asked to speak to a manager. The manager informed me that they would credit my account $78 for the inconvenience of service. Instead of crediting the account, the manager refunded the money which caused my lines to be immediately disconnected. I went inside the store made the payment waited a few hours and called customer service again **** ******* informed me that he will not be crediting my money now at this point $78 for December, January, and February.

  Business response

  03/07/2025

  March 7, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22987308
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated February 25, 2025, regarding the account referenced in the above-mentioned file number. 
  
  ******** regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns are pertaining to an issue utilizing their service and a refund.
  
  After a thorough review, ******** confirmed the customer transferred their service and handset from another provider when activating ********s prepaid service.  Please note that customers can use compatible, non-******** handsets on our network; however, the handset must be unlocked for use with other carriers by the previous provider.  While an unlocked handset from another carrier will work on the ******** network, we cannot guarantee full functionality due to potential hardware or software incompatibilities between carriers. Additionally, our troubleshooting capabilities with non-******** devices are limited.
  
  We regret any coverage concerns our customer has experienced.  Unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  Our review of this matter confirms that the address provided in the correspondence to your office is in an excellent coverage area.
  
  Please be advised pursuant to the Terms and Conditions that were agreed upon at the time of activation, Pre-paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.  Our records show a refund request was submitted on the customer's behalf and they were advised it was subject to approval.  The refund request was denied because it was not within our policy. 
  
  Our records reflect our customers service was suspended because they did not refill the account by the due date.  Prepaid accounts must be refilled before the renewal date to maintain active service.  If the account is not refilled by the due date, the service is suspended, and customers will not be able to use their prepaid services until the account is refilled and brought back to an active status.
  
  On February 27, 2025, our office contacted the customer and advised them of the above information and options to obtain a ********-branded handset.  Regrettably, the customer declined the offer to troubleshoot their current handset.  As indicated above, prepaid service is non-refundable, and ******** respectfully declines to provide compensation.  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 ******** be closed.
  
  Thank you for bringing this matter to our attention.
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
  Jacquorrion ****
  Executive Response
  
  

• Initial Complaint

  02/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/27/25 I went to the store to purchase a used iPhone and to have an old phone number reactivated on the phone. I was informed that they did not carry used iPhones. I was offered an iPhone 13 that was out of my budget but was the least expensive iPhone that they had. I was also told that they could not put the old number on the new iPhone. The only way that I could get the better price for the iPhone, would be to get a new line of service. The only way that I could get and keep my Phone NUMBER would be by activating it on an old android that I have. I specifically asked if I would own the iPhone outright and be able to unlock it and have the numbers swapped. I was told yes I could, it would not be a problem. I further informed them that I was not intending to stay with Metro PCS and wanted to change everything before the next billing cycle. The clerk reassured me that it would not be an issue at all. The phone was paid for in full and I could do whatever I wanted with it. Furthermore, I was told to come back on 2/21 and they would swap the numbers and unlock the iPhone. The phones were supposed to be on a $50 plan each. The **************** activation the iPhone it was included. I received a renewal message for $130 for both lines. I called the **** number and was informed I was placed on a $75/month plan for the ***** and they did not have $50/month plans it was $55 and up.On 2/22/25 I went back to the same store and was told they cannot swap the numbers before 35 days and that the phone cannot be unlocked before 6 months of active service. The date the first ****** gave me, to come back and have everything handled, was after the 14 day return policy. They made sure I was stuck with the phone and plan once I found out they lied to me. I never would have bought the iPhone 13 if I was locked into having it active with them for 6 months.

  Business response

  03/05/2025

  
  March 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ************************************************
  ************************
  
  Re:      File No. 22977565
  
  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 February 24, 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 to this matter.  In reviewing this matter, the customers concerns are pertaining to a device purchase made at a Metro by T-Mobile retail store and their Mobile Device Unlock request. 
  
  The customer states that on January 27, 2025, the customer went to a ********************** retail store to purchase an Apple iPhone 13 device and were promised the device could be unlocked for use with another service provider. 
  
  Please note our Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to view any transactions completed in-store or discussions that occurred.  Should the customer have concerns relating to their in-store transaction they must return to the retail location for assistance. 
  
  According to Metro by T-Mobile policy which is available at *****************************************************************************************, we provide Mobile Device Unlocks for devices that meet the following eligibility criteria:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  365 days must have passed since the devices activation date.
  
  Please be advised that for warranty exchange handsets, the beginning of the 365-day period is based on the original handsets activation date, not the activation date of the warranty exchange handset.  The above requirements apply to handsets purchased after May 1, 2024.  It should be noted that for handsets activated prior to May 1, 2024, the activation period requirement is 180 days.
  
  Please note that unlocked handsets can only use networks of the same type.  For example, an unlocked GSM-only handset will only work with another carriers compatible GSM network.  It will not work with another carriers CDMA network.  As such, Metro by T-Mobile is unable to guarantee an unlocked handset will be fully compatible with all competing carriers services and features.
  
  The customers Apple iPhone 13 device would not be eligible for a MDU as it has not met the 365-day requirement.  We regret if the customer was provided with any misinformation regarding our MDU policy. 
  
  The account was activated on February 21, 2020, with the mobile number ending in 8080 and was subscribed to our $25.00 Port and Trade Promo Unlimited rate plan, which provides unlimited talk, text, and high-speed data.  The mobile number ending in 8080 also had an additional Voicemail to Text feature for $1.00.  The mobile number ending in 8080 was canceled on September 21, 2024. 
  
  We were unable to locate another account for the customer however, if there is another account for the customer, they can provide us with the account number and or mobile number for further assistance. T-Mobile regrets any inconvenience to the customer.  
  
  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

  02/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Okay so I need a new phone my phone was not working anymore or charging so I called MetroPCS customer service twice and both times I was told that I was eligible for a $150 to $200 discount on upgrade at the store if I bring my ID I went to the store where I was notified that they do not give discounts to existing customers only new customers I have to pay full price so I had to pay $263 for that and a $90 bill that day too and also while the girl was upgrading my phone which took almost 2 hours she started assisting other customers that were walking to pay their bills and so letting them waiting line like I had to and when I asked about it I was told I was being impatient and they can help more than one customer at a time at which time she hand me my phone told me she was done with she didn't even program it and then the guy next to her tells me have a great day hope you get happier and then so I went to transfer my phone service to T-Mobile they gave me my transfer pin and my account number did not notify me at that time that since I just bought a new device that I must have service on it for 180 days before I cancel or switch service or they will lock my phone and they will not unlock it and so when I transfer to T-Mobile I can't even use my phone anymore they will not unlock it they never advise me I had to have service on it for $180 days even though I paid in full it is my phone and nobody's trying to help me the wrong phone yelled at me and argued with me I asked for a supervisor she literally raise her voice arguing we're not giving me one they have terrible customer service I want my money back and they say since it's been 20 days I cannot return my phone to get my money back it has to be within ******************************************** it's a 30 day Buyer remorse but that is not with tno store says they say no

  Business response

  03/04/2025

   
  March 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Your File No. 22978665
  
  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 February 23, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns the customer may have experienced regarding our Mobile Device Unlock and return policy, and we appreciate the opportunity to respond. Metro by T-Mobile is a prepaid service provider, and as such we do not offer free device upgrades associated with contract renewal.  It should be noted 180-days after the most recent device upgrade, customers are eligible for discounted upgrade pricing.  This discounted pricing is only redeemable in-store with our Metro by T-Mobile authorized dealers. As these locations are independently owned and operated, available discounted devices as well as the amount of the available discount may vary depending on authorized dealer inventory and participation.
  
  Additionally, Metro by T-Mobile offers a multitude of different promotions for our customers.  Some promotions are only redeemable through ************* or online purchases while some offers are unique to our individually owned and operated retail locations.  Please be advised, handset upgrades can only be processed in store.  Furthermore, our retail partners have the option to manage which promotional offerings they choose to participate in and create their own promotional offerings.
  
  Please be advised, Metro by T-Mobile customers may return newly purchased handsets or accessories within 14 days from the date of purchase or activation of service.  The handset or accessory 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.  Additional information regarding our Return Policy is available at ****************************************************************************;
  
  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.  Handset upgrades are non-refundable under this policy but may be covered by a limited manufacturer's warranty provided by the manufacturer of the device.  As such, we further confirm that the customers purchase of the ******** Moto G 5G handset with the ******************** Equipment Identifier (IMEI) ending in 5594, was an upgrade and therefore non-returnable or refundable.
  
  
  In response to the customers device unlock, please note that Mobile Device Unlocks are available for devices that meet the following eligibility criteria, which are available at ******************************************************************************************, and include:
  
  The device must be purchased from Metro by T-Mobile.
  The device must not be reported as lost, stolen, or blocked.
  365 days must have passed since the devices activation date.
  
  The above requirements apply to handsets purchased after May 1, 2024.  It should be noted that for handsets activated prior to May 1, 2024, the activation period requirement is 180 days.
  
  Upon review, we confirm that the customers handset was activated on February 3, 2025, on the number ending in 7270.  As all of the requirements outlined above have not been met, the device is not eligible for a Mobile Device Unlock.  Once the eligibility has been met, supported Metro by T-Mobile handsets will systematically unlock.
  
  Our records confirm on February 21, 2025, the customers account was cancelled when they transferred to another provider.
  
  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
  
  

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