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Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Metro by T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

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Metro by T-Mobile has 1582 locations, listed below.

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    Customer Complaints Summary

    • 4,086 total complaints in the last 3 years.
    • 1,281 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on 04/03/2025 i went to this metro pcs store at 10;09 amto inquire about a hot spot and i added as a second line the **** who took care of me even opened it and shes the one that started the data of that device when i got home and was trying to use it with my desk top it said the device said it had already used 37.7 mb i right away called the store and told the guy who answered me i told him why does it say it already has 37.7 mb used and he said thats not allot of usage but the first **** who gave it to me used it on her phone so she started the data usage i called back and onother gilr told me you know the call is being recorded it and im glad it was i told her the internet was so slow on the device it was just loading and was gonna return it and im glad its recorded she told me if you come tomorrow you wont get the full refund but if you come today witch was yesterday i will give you the full refund and thats what i did so the supervisor stepped in on his face you can see he was gonna fight me all the way not to give me my refund back he even was trying to say if i boght that device at his store witch my receipt has his adress and the **** that told me to go yesterday she would give me my full refund matched the serial numbers and everything the supoervisor was rude im glad theirs cameras their too i called the police too and they told me to call the local police im glad i made it on time back like the **** told me to to get my full refund back and i didnt and i also didnt start the data on that device it was the **** from the morning and their was a **** training and onother guy too the supervisor should adress his workers for telling me i would get my full refund back if i went yesterday and thats what i did and he was just talking over them and they werent saying nothing nomore the supervisor was doing all the talking it looked like his workers were even scare of him but yes the **** told me to go and get my full refund back and its recorded she said that

      Business Response

      Date: 04/09/2025

       
      April 9, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:Your File No. 23160503

      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 April 4, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer may have experienced regarding their recent device purchase, and we appreciate the opportunity to respond.  A review of the account shows the Hotspot device purchase and activation occurred on April 3, 2025, and our customer was subscribed to the $50.00 Hotspot Plan 100GB.

      Per our Terms and Conditions available at  *************************************************************************:

      Our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.  You will not have access to detailed usage records or receive monthly bills.

      Metro by T-Mobile customers may return a newly purchased device or cancel their service within 14 days from the date of purchase or activation of service.  The device must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories.  It should be noted that the return policy is for new account activations only.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.  

      Please be advised, our Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider.  As such, we are unable to review the details of transactions completed in store.  As such, T-Mobile respectfully declines our customers refund request.  Should our customer wish to return the recently purchased Hotspot device, we encourage them to return to the point of sale for further assistance.

      We appreciate our customer taking time to provide details of their interactions with the Metro by T-Mobile authorized dealer.  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.  On April 9, 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 ************* 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

      Customer Answer

      Date: 04/09/2025

       
      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. Thank you so much specially the owner who wrote me back in my ****** maps apologizing to me and my concern please close thank you better business beuro.

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After spending many hours chatting and getting no wear. Except lied to. I actually had the chat wear women said $135 month 4 lines. And was told that in the beginning. So they now want $170. Even tho superviser could easily see in previous Chat I was right but continuously told lies and said things made no sense .

      Business Response

      Date: 04/02/2025


      April 2, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23125713

      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 27, 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 to this matter. In reviewing this matter, the customers concerns are pertaining to a misquote by a chat representative for the service cycle charges. 

      After a thorough review T-Mobile confirmed that the account was billed in accordance with the rate plan and feature.  However, we did not find any indication that the account was charged $135.00 and $170.00.   

      Should the customer need to look at our promotions for new line activations, they can visit our website at ****************************************.  T-Mobile contacted the customer on April 2, ******** we left a voicemail, which addressed their concerns.  Additionally, we provided them our contact information should they have any additional questions regarding this matter. 

      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

      Date:03/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Prepaid company keeps charging me extra for services I had not received and I'm on social security a domestic violence survivor.. they are not supposed to let my bill build up if I had not had services for that month they keep charging me for days that I did not have services and and I would like for it to be settled immediately

      Business Response

      Date: 04/02/2025


      April 2, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23123774

      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 27, 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 to this matter.  In reviewing this matter, the customers concerns are pertaining a balance for their service cycle and the suspension of their account for non-payment.

      After a thorough review T-Mobile confirmed that the account was billed in accordance with the rate plan and feature.  It is important to note if the account is suspended, service access may be restricted, but billing continues as usual. This means that any plans, features, and associated costs for the current billing cycle are still in effect and billed accordingly.

      T-Mobile contacted the customer on April 2, 2025, and we left a voicemail, which addressed their concerns.  Additionally, we provided them our contact information should they have any additional questions regarding this matter. 

      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

      Date:03/24/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I upgraded my service on METROPcs to allow for me to use my mobile hotspot. The two days that I had the service active I spent most of it on the phone with METROPCS because it was not working. On the third day after another attempt, I called Metro to deactivate the service and was told that I would have to pay a $2.35 fee for the service because I had access to it. I know $2.35 doesnt seem like a lot but for a multi billion company to take any amount of money from patrons for services not rendered is theft. There are people who can eat on this money and it belongs to me. I am a very disappointed customer for their practices. They are making money without providing a service. I want to be compensated for my time spent on the phones and the $2.35 charge.

      Business Response

      Date: 04/01/2025

      April 1, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:     Your File No. 23110149

      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 24, 2025, regarding the account referenced in the above-mentioned file number.

      T-Mobile regrets any concerns our customer may have regarding the account, and we appreciate the opportunity to respond. In reviewing this matter, the customers concerns are pertaining to updating their account to a rate plan that includes mobile hotspot service. ******** investigated these concerns accordingly.

      On March 22, 2025, our customers upgraded their rate plan mid-cycle via the online web, which incurred a prorated charge. Please note, if mid-cycle changes are made to an account, an immediate charge is applied to the account and an immediate payment is needed to prevent account suspension. 

      Please note, pursuant to our Terms and Conditions, amounts paid for service charges are non-refundable. More information can be found by visiting *************************************************************************.

      On March 24, 2025, our customer spoke with ************* and indicated they experienced issues with new rate plan and requested their previous rate plan. At that time, ************* assisted with their rate plan change request. On the same date, our customer requested a refund for the prorated rate plan charges, which this was declined as no billing error was found. 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

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid my cell phone bill early like I always do. I have been a customer with ************************* for a very long time. Never have I been told this is a prepaid plan. I went to T-Mobile to try and get iPhones for my 2 daughters not planning to move my whole family over to them. Well we did and then I called metropcs a few days later to cancel my service and was hassled about trying to keep my service. I explained I already purchased a new plan. I was transferred to a supervisor after about 15 minutes or so on hold. Well the supervisor asked me to stay and was trying to offer me a deal. Then he asked if I had someone who could take over my account. I told him I didnt and that we had a new phone carrier. He the proceeded to then repeat to me that because I paid my bill early I was not entitled to a refund. That made me angry.

      Business Response

      Date: 04/01/2025

       
      April 1, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:        Your File No. 23103942

      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 26, 2025, regarding the above-referenced file number.  

      T-Mobile regrets any concerns the customer may have experienced regarding their bill, and we appreciate the opportunity to respond to this matter. It should be noted that, Metro by T-Mobile is a prepaid service and per our Terms and Conditions, which can be found at **********************************************************************, there are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Furthermore, our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.

      Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams. If the customer wishes to dispute their payment or transaction further with their financial institution, they may contact their financial institution directly. 

      Our records confirm on March 11, 2025, the customer cancelled their account, and it remains cancelled.  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

      Date:03/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date of transaction happened around April 2023. I purchased an iPhone for one of the numbers that are on the account the company had charged my debit card twice for the amount of $765. When I informed the company they were fully aware that they charged me mistakenly but when it got disputed they denied all charges on my *************** statement it showed the double transaction and they failed to replace the additional transaction and ********** stated that they have proof that they did not and I also received proof from the manager of the company that I only purchased one device from that store they informed me that I need to take it up with **********. Which caused my bank account to be delinquent and was forced to close out. And now I owe *************** and never received my money back and the case got dismissed

      Business Response

      Date: 04/03/2025

       
      April 3, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:Your File No. 23103351

      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 25, 2025, regarding the above referenced file number.  

      After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided.  As we are unable locate a current active account for the customer, we are unable to provide further details at this time.  

      If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:   

      Primary Account Holder name and address (the person who is contractually responsible for the Account) 
      Complete 9-digit Account Number (if possible) 
      Primary Account Holder ******** wireless number 
      Wireless number that is the subject of the Dispute 
      Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.

      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.

      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

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date 3/21/25 $724.40 Metro pcs by tmobile Phone is locked and will not operate on tmobile network.Will not accept a return locally salesperson told me to fly back to ******* in order to fix issues.

      Business Response

      Date: 04/01/2025

       
      April 1, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:Your File No. 23106900

      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 24, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns our customer may have experienced with their device purchase, and we appreciate the opportunity to respond.  Please note, Metro by T-Mobile authorized dealers 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, and we respectfully request that customers contact the point of sale directly for assistance regarding disputes over in-store transactions. 

      It should be noted that new activations are eligible for the Return Policy pursuant to the Terms and Conditions of Service which can be found at ***************************************************************************************************************; Customers may return a device or accessory within 14 days of the purchase date of the original device.  Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the devices hardware or software.  Returns must be made at the original point of sale, and all returns must be made for reasons outside of warranty issues.  

      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. 

      Upon review of our customers account, they purchased and activated their device on March 21, 2025.  As all of the requirements outlined above have not been met, the device is not eligible for a Mobile Device Unlock and we respectfully decline our customers unlock request.  Once the eligibility has been met, supported Metro by T-Mobile handsets will systematically unlock.  Should our customer wish to return their device, the return must be made at the original point of sale.  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

      Customer Answer

      Date: 04/01/2025

       
      Complaint: 23106900

      I am rejecting this response because: The phone was activated in store under the information that it would work under my current tmobile line and a sim swap was performed by the salesperson who assured me it is the same network.. The phone showed up on tmobile service accounts but would not work on my tmobile account because it was locked as per metro BY tmobile. The Tmobile name is on the storefront and when the phone is turned on the Tmobile symbol shows. This dual branding leads to abuse by the retailers at the expense of the customers. If the ********************** were to just do a bit of investigating or even a ****** search of the scam tactics employed at the retail level that ******** apparently refuses to acknowledge and then hides behind the most stringent and nearly impossible return policy. Like when the salesperson throws on a "free screen protector at point of sale " and then denies a return because the phone is altered.This is scamming at the retail level and tmobile turns a blind eye.******** employees are aware of what goes on maybe Tmobile corporate should take the time and investigate instead of sending a copy of there terrible return policy of a company they own and then disown at a hint of a problem .



      Sincerely,

      ****** *****

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Closed account with ********* ******** committed 3 times to processing refund and hasn't on an account closed in December. Explanations given but nothing processed.

      Business Response

      Date: 03/27/2025



      March 27, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      *********************************************************

      Re:      Your File Number: 23105192

      To Whom It May Concern:

      T-Mobile USA, Inc. (T-Mobile)is in receipt of your correspondence dated March 23, 2025, regarding the account referenced in the above-mentioned file number. Please note that the customer who filed this correspondence is not the account holder of record and is not listed as an authorized user on the account.  However, our office has contacted the account holder of record and obtained their permission to address this concern.

      T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concern pertains to their request for a refund of a credit balance following cancellation of service.

      After a thorough review, T-Mobile records confirm that the voice lines on the customers account were cancelled on December 8, 2024; however, the account remained active as an active watch line remained.  Due to a payment remitted prior to the cancellation of the voice lines, the account reflected a credit balance which was applied against the monthly recurring charge for the active watch line each month, maintaining the service.  When the customer contacted ************* regarding their account status on March 2, 2025, the remaining watch line was closed per the account holders request, and the account was cancelled with a credit balance remaining on the account.

      On March 25, 2025,our office contacted the account holder of record, and we are pleased to report that we reached an amicable resolution.  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,

      *****************

      ******** *******
      Executive Response

    • Initial Complaint

      Date:03/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The Meteopcs store east 14th street in much between 1-2d ave is engaging in extremely unprofessional and possibly criminal practices. My friend whom Im sitting with ******* has a mental disability. The owner of the store kept telling her I have a great deal for you. He proceeds to sell her a handset that should have been free with flexpay plan. The A15 unit and he said he would have her on the 50 a month plan. All she has to do was pay 180 for the free phone and fees. He refused to give her a receipt or paperwork for the purchase. This occurred less than 30 days ago. Once informed of his practices I went with her and he was using hateful language saying he can dowhatever he wants its his store. I asked about the receipt and he wouldnt give me an answer. Then asked why did you charge her front phone that was supposed to be free according to the prom right there on his display. Again no answer. He said no refunds. He also put her on a higher plan as reviewing her texts they said her monthly bill was 83 or 93 a month not the 50. This is absolutely unacceptable to take advantage of a woman with mental disabilities. And she tried the next day when I was with her to return and again his answer was I dont do that I can do what I want. I have her a good deal. Which was absurd to hear him say processing to call us names and it was one of the rudest experiences ever. She is on fixed income and him taking advantage charging 180 and putting her a higher plan is atrocious without allowing he to return a phone that should have been free in first place. I know some stores can charge first month plus an actixx vs ***** fee but even that would have been 75 at most with the basic 50 flex plan and fee. Not 180. She wants a refund and this store should seriously be investigated.

      Business Response

      Date: 03/31/2025

       
      March 31, 2025

      FILED ELECTRONICALLY

      Better Business Bureau 
      *********************************************************

      Re:Your File No. 23103142

      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 22, 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 assured Metro by T-Mobile strives to provide world-class service to all our customers on each contact. We also make every effort to provide complete and accurate information to our customers. It is important to note, ********************** 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.  Nonetheless, we appreciate the customers feedback.

      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.

      Please be advised, Metro by T-Mobile customers may return a Device or accessory (Device) within ****************************************************** postmarked 14 days from delivery date for online purchases of the original Device or within 14 days of the purchase date of a T-Mobile 5G Gateway.  The equipment must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories.

      Starting May 16, 2024, customers can get free phones when they join, and the same deals as new customers when they stay.  With ********************** Flex plans, customers can select one eligible handset in as little as twelve months.  Customers can view the details regarding this promotion on our website at ************************************************************************************.

      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. Furthermore, our retail partners have the option to manage which promotional offerings they choose to participate in and create their own promotional offerings.

      It should be noted that, Metro by T-Mobile is a prepaid service and per our Terms and Conditions, which can be found at **********************************************************************, there are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Furthermore, our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.

      Please be advised the ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams. If the customer wishes to dispute their payment or transaction further with their financial institution, they may contact their financial institution directly. 

      We encourage the customer to view and manage their ********************** account at their convenience on the Metro app and their Metro by T-Mobile online account by visiting ****************************************. Customers are able to make account changes at any time and we suggest contacting ************* at the number listed below for immediate assistance. 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

      Date:03/21/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My complaint is that I got a telephone from a man driving a red truck. After quite some time, my telephone no longer works. A friend told me that there is a place right up the street that fixes telephones and I accepted the offer and went to their location. It is run by H3131323536343033**30H by ********. They said there was a broken part and this is why it wasn&#**;t working. They fixed it. I paid them $30 cash and got a receipt. Then I had to accept or buy a plan from them. I started out paying $15 in January or February and due Feb. 10th and I paid it. After this, I was due in February of this year, I had to pay $14.50. I called them and told them that I had a new location and could pay them by debit card. The *** took my information and my phone was still working. When I called them on Saturday around 11:30 and she kept asking me for the zip code and I couldn&#**;t give it to her. I never got through to her and spent *********************************************************** I called another person and got a recording. Then my phone was cut off and suspended. I just wanted to get this paid. It should have taken 5 minutes and not half an hour to get this taken care of. Now I have no telephone.

      Business Response

      Date: 03/31/2025


      March 31, 2025

      FILED ELECTRONICALLY

      Better Business Bureau
      ****************************
      ************************

      Re:      Your File No. 23099839

      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 24, 2025, regarding the account referenced in the above-mentioned file number.  

      T-Mobile regrets any concerns the customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns pertain to an interruption to their service.  T-Mobile investigated this matter accordingly.

      After reviewing the customers filing with your office,T-Mobile is unable to locate a responsive account using the information provided.  As we cannot identify the customer with a current or formerly active account, T-Mobile requests the account identifying information listed below to help us locate the subject account.  T-Mobile will then review the information and respond to the dispute should we locate an actual account.  The information T-Mobile seeks is as follows:

      Primary Account Holder name and address (the person who is contractually responsible for the Account)
      Complete Account Number (if possible)
      Primary Account Holder Wireless number
      Wireless number that is the subject of the filing
      International Mobile Equipment Identifier (IMEI) of the device in question
      The Network that is the subject of the Dispute T-Mobile, Assurance Wireless, or Metro by T-Mobile.

      Please note that if the customer is not the Primary Account Holder or a listed Authorized User, we cannot provide or disclose account information which includes the name of the Primary Account Holder and any other identifying information.  As such, please ensure the Primary Account Holder or Authorized User is included as a disputing party.  If we do not receive adequate information to identify and access the account, T-Mobile will be unable to take further action. 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

    Metro by T-Mobile is NOT a BBB Accredited Business.

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