Complaints

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

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• 

  Metro by T-Mobile

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  Metro By T-Mobile - Plano

  3300 K Ave Ste 400 Plano, TX 75074-2339

• 

  Metro By T-Mobile

  PO Box 601119 Dallas, TX 75360-1119

• 

  Metro By T-Mobile Authorized Dealers

  Hampton Roads Norfolk, VA 23501

• 

  Metro By T-Mobile

  7700 US Highway 19 N Pinellas Park, FL 33781-2799

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.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is my third try to have ******** send me a return label by ** Mail to my home to return my internet mobile device. I made a FCC complaint about not getting the return label in the ** Mail to my home.I have spoken to *****, *********** and requested the return label. His number is : ************.This was over ten days ago and since then I left a Voice mail for him.I believe ******** is charging me for this service cancelled.I am being forced to make a second complaint to the FCC.******** pricing is higher than their competition and is my belief there expansion is making them unable to take care of current customers.

  Business Response

  Date: 05/12/2023

   
  
  May 12, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     ***********************
  ******** Account Name: *****************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated May 8, 2023, regarding the above-referenced account.  ******** has confirmed ***********************, and ***************** are one and the same.
  
  ******** regrets to hear of Mr. ****** concerns involving his account.  Our records indicate that ************** currently has two voice lines on the account ending in **** and **** currently being billed on the Magenta 55+ (2 Line) rate plan for $80.00 per month.   Please note Mr. ****** account is currently enrolled in AutoPay.  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, debit card or checking account supplied by the customer.  With AutoPay being active, ************** qualifies for a $5.00 discount per line.  ************** also enrolled in the Protection 360 feature on the voice line ending in ****, which is billed at $13.00 per month.  
  
  On April 12, 2023, ************** added the ******** home internet service and was provided the Sagemcom Fast 5688W 5G Gateway device for the service.  This gateway device is available for our customers to use for our home internet service as long as they keep the home internet service active on their account.  Upon cancelation of the home internet service, the gateway device must be returned to ******** within 45 days.  Please note if not returned within 45 days of cancellation, the customer is billed up to $370.00 for a non-return fee.   
  
  On April 18, 2023, ************** requested cancellation of the ******** home internet service.  As such a return label was emailed to Mr. ****** email address to return the Sagemcom Fast 5688W 5G Gateway device.  It is important to note that after the home internet line was cancelled ************** no longer is billed service charges for the line.  
  
  ******** originally spoke to ************** on April 21, 2023.  ************** indicated that he did not have access to being able to print the return label that was originally sent to his e-mail address.  ******** agreed to have a return label mailed to him so he can return the Sagemcom Fast 5688W 5G Gateway device. 
  
  On May 10, 2023, upon speaking to **************, ******** advised that a replacement return label has been mailed to his mailing address on the account, which he should receive within ten business days.  ******** regrets any inconvenience to ***************  
  
  Please be assured ******** 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.  We apologize if any ******** employee failed in any way to display that during Mr. ****** recent contact with our Executive Response Team.
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *****************
  Executive Response

• Initial Complaint

  Date:05/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  5-5-2022 to 5-5-2023 I have been charged with insurance fees for insurance that I did not ask for. Totaling ****** dollars.

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***************************
  Your File No. 20029873
                          Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********). As such,******** provides a response on behalf of Metro by T-Mobile. ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 8, 2023, regarding the above-referenced account.
  
  ******** regrets *************************** may have any billing concerns, and we appreciate the opportunity to respond. Our records reflect *************************** activated service with ******** on February 5, 2022, with one line of service ending in 1407.  At the time of activation, *************************** obtained a TCL 20 XE, device, and is currently subscribed to our $50.00 Unlimited LTE + ****** One and the $9.00 Premium Handset Protection feature.
  
  Upon review, there are no record where *************************** contacted our **************** to remove the device protection feature or disputed the charges. 
  
  Our office contacted *************************** on May 10, 2023, and discussed the information above.Additionally, we removed the device protection feature per their request, and as a courtesy, our office issued a one-time service credit in the amount of $50.00 to waive the current billing charges. *************************** was advised moving forward the monthly recurring charges will be $50.00 a month. *************************** did not have any further questions or concerns, and they confirmed their concerns were resolved. ******** regrets any inconvenience to ***************************.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am to 2am CST. If you have any questions, please do not hesitate to contact our office at the address listed below or at
  ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 family and I have been with Metro PCS for @ 3 years now and haven't really had any problems or issues until now. I upgraded my cell phone in March to the Revvl 6. The salesperson at our local store talked the phone up good saying it was their most popular and that she thought I would be really happy with it. At first the phone was fine. A month after owning the phone, the phone glitches daily and actually hangs up on people when I'm talking to them or during a conversation I can hear them but they can't hear a word I'm saying. We paid good money for this phone and this is ridiculous. I've expressed my concerns to customer service and no help. After reading online reviews many others tend to have the same issues I'm having with this same very phone! Metro PCS do better!!

  Business Response

  Date: 05/16/2023

   
  May 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      ************************; 
               Your File No. 20027872
                  Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 7, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ************************* *** have experienced with their handset, and we appreciate the opportunity to respond.  The above account was activated on March 14, 2021, and currently has four active lines of service, subscribed to our 4 x $120 Unlimited LTE w/15GB Promo rate plan. 
  
  Pursuant to our Terms and Conditions, newly activated customers *** return a Device or accessory (Device) within 14 days of the purchase date of the original device. To take advantage of the return period, 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.  The Return Policy is for new device activations only.  Additionally, it should be noted there are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.   Our return policy applies to new device activations only.  Device upgrades are non-refundable and non-returnable, but *** be covered by a limited manufacturer's warranty, if applicable.  Customers are welcome to review our return policies online at **********************************************************************************;
  
  Please note Metro by T-Mobile provides a warranty on devices for up to 12 months from the initial purchase date.  If the device does not work properly or stops functioning for any reason covered by the warranty, customers can bring their device to a ********************** store or authorized dealer to complete a warranty exchange.  Alternatively, customers *** contact the manufacturer directly to discuss repair or replacement options that *** be available.  
  
  Please be advised that 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 calls or transactions completed in-store.  As such, any questions or concerns ************************* *** have regarding their in-store transaction, must be addressed by the store where their account was activated.  
  
  Upon review, we determined that the handset ************************* is referencing in their complaint is the *** REVVL6 5G handset associated with the number ending in 5854.  Please note, this handset was an upgrade, and as such, did not qualify for a return; however, their handset is currently eligible for a warranty exchange pursuant to the warranty provisions outlined above.  
  
  Upon speaking with ************************* on May 15, 2023, they confirmed that their handset issues have since been resolved to their satisfaction.  ******** regrets any inconvenience to **************************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed. 
  
  Customers *** contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6 a.m. to 2 a.m. CST.  If you have any questions, please do not hesitate to contact our office at ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  *****************************
  Executive Response

• Initial Complaint

  Date:05/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wanted to go to boost ***** because metro PC's doesn't have good reception even with sunny day but I'm trying to transfer my number since the 18of April and metro just have excuses and don't want to release my line to boost so untill this moment Saturday 7of may i don't have signal .but since the 24 for some reason the phone was on until the 4of may that they disconnected me my phone is not working with any of the companies because boost say that metro don't want to released my line and i don't have any contrac with them and i pay months to month so I don't understand why they are holding me down to charge for other month without my concent.y already pay boost ***** for the transfer and they haven't been able to pull my number and i need your desperately.. that's why I'm contacting you for Help.the only thing I want from metro to release my line and my number..i already talk to the metro lady who is in charge of the transfer department too weeks ago and don't know why is she holding me in there please there is my email to contact me because I don't have my phone working.sincerly *************************

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:*************************
  Your File No. 20027359
  Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 6, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** may have had with porting her number to another provider.  Please be advised that our records reflect that on April 24, 2023, ******************** number ending in **** was successfully ported from Metro by T-Mobile to ************* which cancelled the account.  Our records further reflect that ******************** number ending in **** is currently active with ************.
  
  On May 11, 2023, we communicated with ****************** via e-mail correspondence and explained the above information.  Should ****************** have any additional questions pertaining to her Metro by T-Mobile account, she may contact our office at the number below.  However, if ****************** has concerns regarding her ************ account, we respectfully request that she raises her concerns with them directly.  We regret any inconvenience to *******************  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *****************************
  Executive Response

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20027359
  
  I am rejecting this response because:
  Is ashame boost person have to complained at higher level in order to be able to connect my phone because they locked my account and boost could not connect my phone at the day and time Thai request it.and i didn't owe them anything because I pay monthly.what i want they correct the way there there people is acting towards ** the clients because if they did to me they are doing it to more  people...this comment they is fake that's why I rejected they doesn't care about people ..fix the problem on metro will be a good apology no to try to keep the clients when people bis moving is because there is not a good service.i could not get good signal even on sunny days that's why I decided to move to other provider..
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  About the time my phone, a ***** X100, came up eligible for an upgrade (it was purchased almost exactly one year ago), I started having problems with service. Around April 17, I contacted Metro by T-Mobile by phone and virtual assistant to try to remedy the problem. I was unable to receive phone calls and friends were telling me they thought my number was disconnected. Where I previously had ZERO problems with service in my town and surrounding areas, now I was completely cut off. Occasionally it would drift back on. After going through turning off and on, taking out the *** and putting it back in, still not resolved. It continued to be spotty but mostly absent. I was losing customers who call me to set up appointments.On April 20 I walked over to the local Metro store and spent over an hour with the service person who tried every which way but was unsuccessful and instead it was worse. Back home I again tried to call and use virtual assistant. I was able to change some settings and that "helped" but the problems continue. I still can't just make a call without it disconnecting unless something happens to waft into a connection and then briefly I will connect. Still missing calls.I called after one week and again after two weeks. Three weeks now and still no satisfaction. I have had people tell me they are working on a tower. That they don't know when it will be fixed. I think it is a conspiracy. Sorry, but I don't think I'm wrong. It is my belief they are trying to force me to buy a new phone and I don't want one. I want the one I already bought and the service I am paying for to be available to me! They owe me for a whole month of this ridiculous behavior. Changing providers will be expensive and a hassle. And I'm distrustful of the whole industry at this point. I'm a senior and on limited income, so I get a discount. Is that why they are hassling me? I need to be connected. I have unlimited data, phone and text.

  Business Response

  Date: 05/16/2023

   
  May 16, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 20023347
  Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 5, 2023, regarding the above-referenced account.  Please be advised that we have made attempts to contact ******************************* which have proven unsuccessful.  As such, ******** will make every effort to address ************************ concerns within this letter.  
  
  ******** regrets any concerns ******************************* experienced with their service and the functionality of their handset.  Our records reflect on April 6, 2022, ******************************* purchased a ***** X100 handset for use on the mobile number ending in 5986.  By purchasing ******** equipment, ******************************* received a one-year Limited Warranty provided by the manufacturer of their device.  As such, ************************ handset was covered by a limited warranty provided by the manufacturer, for one year from April 6, 2022, and is no longer covered by the limited warranty.  Please note, Metro by T-Mobiles warranty options, are posted in stores and can be found at www.metrobyt-mobile.com.  
  
  ******** is always working to improve its coverage, and we regret any service issues ******************************* may have experienced.  Although the coverage map at www.metroby********.com does not guarantee service availability, they predict and approximate our wireless coverage area outdoors, which may vary from location to location and may change without notice.  ******** verified the address on ************************ account which is the same address provided in the correspondence to your office and the address provided is in an excellent coverage area.  
  
  Upon further review, our records confirm that as of March 29, 2023, the cell sites servicing ************************ area are experiencing issues that have degraded the expected coverage.  In an effort to resolve ************************ concerns, ************* submitted a ticket to engage our Engineering team for further review.  Please note that aside from the known issues impacting the cell sites servicing the area, our Engineering team confirmed that there are times of the day when the sites can get congested due to the number of users.  Regretfully, at this time, we do not have an estimated date for when the cell site issues will be resolved, nor do we have any enhancements planned at this time to help with the congestion.  
  
  Should ******************************* wish to further troubleshoot their handset, they may contact ************* or our office directly at the number below.  Please note that if ******************************* wishes to purchase a new handset, they may visit any Meto by ******** authorized dealer to review upgrade options.  We regret any inconvenience to *******************************, and we appreciate the opportunity to address their concerns.  
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20023347
  
  I am rejecting this response because:

  I made every effort to contact Metro. I left at least four messages. For them to say efforts to contact me were unsuccessful is a lie. There is nothing physically wrong with my phone. I paid for service I wasn't getting. For them to say it's an excellent service area and then to not show me service is what I am complaining about. They timed this for when my phone would be eligible for upgrade, i.e., past warranty. This is a totally unacceptable response. I did manage to secure a$30 refund through their virtually chat. I managed a fix that no one in their service department suggested, which was to put in an old SIM card from another company, wait 10 minutes, remove it and replace with my SIM card. That worked and I have had service since but it's slow. At least it works and I know what to do but this is a racket and they need to be investigated.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 device is locked by ********* and the customer service will not unlock it for me IMEI: *************** imei:352803725397682 imei: ***************

  Business Response

  Date: 05/10/2023

  
  May 10, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
              Re:      *******************
                          Your File No. 20021180
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(********) is in receipt of your correspondence dated May 4, 2023, regarding the above-referenced file number.   
  
  ******** regrets any concerns to ******************* regarding their Mobile Device Unlock (***) request and we appreciate the opportunity to respond. Please note, MDUs are available to those devices that meet the following criteria:
  
  The handsets **** must not be blocked.
  The handset must have been active on the ******** network for at least 40 days on the requesting line.
  The handset must be sold by ********.
  The account must be in good standing.
  If the handset was financed or leased through ********, then all payments must be satisfied, and the handset must be paid in full.
  
  Records indicate that the handset associated with the **** ending in **** is deemed ineligible for an ***, given that the handset was not sold by ********.  With regards to the handset with **** ending in ****, the handset is associated with a Sprint account that is not associated with ******************* and as a result it is ineligible for an ***.
  
  On May 10, 2023, our office corresponded with ******************* through email.  ******************* indicated that the handset with **** ending in **** has been unlocked and as such, they no longer needed an *** for this handset.  With regards to the handsets with the ****s ending in **** and ****, our office respectfully declined to provide an *** for the reasons explained in the preceding paragraph.  ******** regrets any inconvenience to ********************    
  
  
  
  Based on the foregoing, we respectfully request this complaint against ******** be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  
  *********************
  Executive Response

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This company provide Internet problems that are under a plan called UNLIMITED **** and I have had a tablet and now a cell phone with this plan in which the **** stay disconnected most all of the time to the point where I feel that they are actually disconnecting it just to hold lengthy phone conversations with me. I sometimes get snide remarks as if they have conducted back ground checks. I have cousins who are married ** racially to Hispanic women and a couple more Afro ******** people who are known in my home town as married to Hispanic Women. I sometimes feel that the conversations are geared on WHAT mannerisms that I have versus the problem that is actually there. I have had resets, refreshes and Data Refreshes that are supposed to be changing towers and still nothing ever works. I have a new phone and UNLIMITED data seems to be the problem that I have most all times almost like things are turned off to create a phone call for me to stay fresh in the minds or something. I have produced this problem two times once with a tablet and now with cell phone and with both times there are connection problems. I feel that the personnel know what is going on and refuses to find a resolution or they do not actually know or do not want it revealed about a element that is wrong with the UNLIMITED **** CONNECTIONS. I hope that this issue can be sought and answers to bring due to the low and cost efficient promises that they seem to bring. It is enough that the devices are filled with CANCER FILLED MATERIALS.

  Customer Answer

  Date: 05/09/2023

  *************************** @ ************ with address *************************************************************************************** and a complaint number of **********.
  
  
  This email is providing additional information for this complaint against Metro by T Mobile Cell phone provider company.  
  
  
  These are bubble conversations with different reps from January 2023 to present 4 day's ago.  At one time I could not even call 911 due to a cell block placed coming from a immediate SIM default.  *********** is brand new and still receiving updates on it.  So I purchased another SIM and still had connection issues.  
  
  At one time every Representative presented me with a TICKET NUMBER and the reps never took time to even look at my history or issues of complaint.  They seem to just want to conversate with the customer assuring best service and thanking me for being a loyal paying customer.
  
  Several times I had to ask for them to look at the history and see for themselves.  I have a cell phone app that provide the information of WHEN the connection takes place and at one time I was so determined to show the connection problem to the point where I would follow my app and call their office during the times of disconnection and then hang up when the connection took place.  Why?  Because there was a scroll of events where the connection just kept going off and on.
  
  
  
  
  So if this company decides to check the entire phone log, which is never provided for the customer.  They promote it in the account but the option REMAIN LOCKED.
  
  
  
  
  
         Thank you for your attention
  
  
  
       ***************************
  

  
  

  Customer Answer

  Date: 05/10/2023

  My name is *************************** @ Bldg *************************************************************************************** with phone ************.
  
  
  I have a complaint number of ********** that was filed several days' ago after the frustrating never ending negative experiences that I have had with this company using the UNLIMITED DATA PLANS.  I feel sometimes that these unlimited plan deals promote a good price but something is either wrong with the WAY IT IS IN THEIR COMPUTER with programming.  Or it is just as simple as the connection is being watched and broken.  I am a 53 year old Afro ******** who only served 2 years with the ****************** back in the 90 era but my Mother's Maiden namesake might be a interest for people who are looking for something in particular.  *****.  I have distant cousins who are Marine Veterans who are presented in public as a profile and then I just found out that I am related to Two ***** Brothers from my home town of ************ ******** who have been longtime Hollywood Actors.   
  
  
  I feel sometimes that my data is being tampered with on purpose and I am just tired of this.  I am a no body still with Medical issues and hardship.  I should not be going through this frustration due to someone else's interest in other folks' lifestyles.
  
  
  
  
   I will include additional bubble messages on another email .
  
  
  
        Thank you
  
        ***************************

  Business Response

  Date: 05/17/2023

  May 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:***************************
  Your File No. 20021052
  Metro by T-Mobile Account No. ********* 
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile *** sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 4, 2023, regarding the above-referenced account.  
  
  ******** regrets to hear of *************************** concerns regarding their account and coverage, and we appreciate the opportunity to respond.  
  After a thorough investigation, ******** determined that a bad actor used a single Application Programming Interface (or API) to obtain limited types of information on a number of customer accounts on or around November 25, 2022, through January 5, 2023.  Our systems and policies prevented the most sensitive types of customer information from being accessed.  No SSN, payment/bank information, or account PINs/passwords were obtained, but some basic customer information such as name, number of lines, and contact details *** have been.  ******** discovered the unauthorized activity on January 5, 2023.  As soon as we identified the issue, we shut it down within 24 hours and an intensive investigation into the incident began.
  On January 19, 2023, Metro by T-Mobile began notifying affected customers by sending text notifications to impacted customers.  Customers can learn more by visiting metro-tmo.com/CustInfo.  
  Upon review, ******** has determined that this bad actor illegally acquired information related to *************************** account.  The information obtained for each customer varies and *** include full names, phone numbers, billing addresses, email addresses, and account and line information (such as billing account numbers, codes for rate plans and features, and number of lines on the account).   
  As we moved quickly to protect our customers, we also want to encourage and equip them to protect themselves.  While no social security numbers, passwords, PINs, payment card information or other financial account information were exposed, we encourage all Metro by T-Mobile customers to regularly take steps to keep their accounts secure including being mindful of phishing attempts.  *************************** can change the PIN/Password on their ********************** account by contacting ************* by calling 611, from their ********************** handset.
  For additional protection, current customers can sign up for Metro by T-Mobiles scam blocking protection through Scam Shield and/or Scam Protection.  Customers *** contact ** to take advantage of this service by calling 611, from their Metro by T-Mobile handset. 
  Please be advised, ******** takes the security of our customers information very seriously and we have a number of safeguards in place to protect their personal information from unauthorized access. As such, customers numbers cannot be spoofed within the ******** network, but it is possible that this *** be done outside of our network. 
  Metro by T-Mobile takes these incidents seriously and deeply regrets that this has happened.  While we, like any other company, are unfortunately not immune to this type of criminal activity, we continue to make substantial investments in strengthening our cybersecurity program.
  Furthermore, should *************************** feel that they are the victim of an unlawful act, ******** recommends that they contact local law enforcement authorities to report their concerns.  ******** will of course fully cooperate with any investigation undertaken by local law enforcement with respect to *************************** concerns.
  Unfortunately, ******** is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability, which is explained within the Terms and Conditions of Service and can be found at www.metrobyt-mobile.com/terms-conditions-service.      
  
  Our records show *************************** contacted our ************* on multiple occasions to report connectivity issues and calling concerns at their home location, which matches the address they provided in their correspondence to your office.  The following tickets were filed:
  
  On March 25, 2023, ticket #******** was submitted for internet concerns.  Our engineers found *************************** was properly provisioned for data connection.  Additionally, our engineering team concluded that the device or an installed application could be causing this issue; however, *************************** was correctly registered to the network.
  
  On March 29, 2023, ticket # ******** was submitted for calling concerns.  Our engineers found numerous successful outgoing calls since the issue was reported, and that *************************** was correctly registered to the network.
  
  On April 9, 2023, ticket # ******** was submitted for signal concerns. Our engineers found the coverage in *************************** area is considered fair.  Please note, our engineers were able to make changes to attempt to improve coverage in this location; however, we are unable to guarantee this will help with indoor coverage at the location.
  
  On May 5, 2023, a ticket was filed for an address located in ********* **, *****, for data tethering concerns.  Our engineers review the ticket and found that congestion was occurring at the time of the reported issue.  As such, this would have caused slower connection. 
  
  ******** knows 911 calls are the most important calls its subscribers make and endeavors to ensure all 911 calls on its network are directed to the appropriate emergency call center.  Several factors *** result in delays or other problems ** delivering a 911 call as described in our Terms and Conditions of service.  ** *************************** correspondence, they state that they were unable to 911.  
  
  On May 10, 2023, we contacted *************************** and discussed the above information.  Upon our discussion, *************************** confirmed they did not attempt to call 911. *************************** concerns were with the data connection.  As such, we verified the address of *************************** primary place of usage and advised their address is in a fair coverage area and is working as expected.  Please note, ******** is always working to improve the coverage in all areas.  We regret if at times the service has not worked to ***************************' satisfaction; however, we do not have immediate plans for enhancements at this time.  We regret any inconvenience this *** have caused ****************************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers *** contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am to 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

  Customer Answer

  Date: 05/17/2023

   
  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

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 April 15, 2023 I called and canceled my services with Metro. And I was told I would be given a refund of $30. My bill was paid in advance until May 6. I I was told by the agent that the refund would come in 2 to 3 business days I called back, and I was told I would not receive my refund I would like my money refunded to me. my bill is always pay 30 days in advance.

  Business Response

  Date: 05/11/2023

  
  May 11, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:     ***************************
  Your File No. 20020486
                          Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 4, 2023, regarding the above-referenced account.  
  
  ******** regrets ***************************** refund concerns. Metro by T-Mobile is a prepaid service, where customers are required to pay in advance for the upcoming month of service. It is important to note that our prepaid services are non-refundable as outlined in our terms and conditions that can be found 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. 
  
  Please be advised that ***************************** payment date was the 6th of every month for monthly service provided from the 7th of the current month through the 6th of the following month.  On March 24,2023, *************************** remitted a payment in the amount of $30.00 for monthly service charges from April 7, 2023, through May 6, 2023. 
  
  Upon review of the account on April 17, 2023, a refund request was submitted for the $30.00 payment that was remitted on March 24, 2023.  Please note that the refund request was declined since services payments are non-refundable.  ******** records reflect that on April 21, 2023, *************************** cancelled their account when their mobile number was ported to another service provider. 
  
  Upon speaking with *************************** on May 10, 2023, ******** respectfully declined their request for a refund as the service is non-refundable. ******** regrets any inconvenience to ***************************, and we appreciate the opportunity to address their concerns. 
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20020486
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Metro by T Mobile customer service has been trying to walk me through the process of migrating information from my old phone to my newly purchased Metro phone. I originally puchased the **** phone for my wife but she passed away recently and I wanted to use her phone for the memories. I paid $28 for the transfer and my new phone only needed to have its contents migrated over, #*** was not able to walk me thru it so they told me to go to the store on 5th Avenue. When I went there today (5/4/2023) I was treated very rudely by the dealer while #*** was on the phone listening. Metro should refund my $28

  Business Response

  Date: 05/09/2023

  
  May 9, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  *****************************************
  *****,** *****
  
  Re:      ***************************
  Your File No. 20019429
                          Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 4, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns *************************** may have experienced regarding the above referenced account and we appreciate the opportunity to respond.  Please be advised that when customers activate a new device on their line of service a fee is charged which varies by location and method.  ******** records confirm on May 1, 2023, *************************** requested to change the device in use on their line ending 0548.  It should be noted that an inadvertent error caused the device to not be changed however the device change fee of $25.00 plus tax was charged at that time and *************************** remitted payment in full.  On May 4, 2023, *************************** requested the device change while in a retail location and the change was successful.  The device change fee was charged at this time but was waived by the Retail location.
  
  Upon speaking with *************************** on May 8, 2023, ******** offered a one-time account credit in the amount of $30.00 to offset the cost of the device change plus tax.  *************************** accepted this offer as full resolution to their concerns and the account balance was updated to reflect a credit balance of $30.00.  We regret any inconvenience to ***************************.
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response
  

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  APRIL 5, 2023 PLACED FOR CELLULAR PHONE AND THEY CHARGE $30. SUPPOSELY IT WAS MAIL TO THE WRONG ADDRESS, BUT WHEN THE ***** REPRESENATIVE CONFIRM THE MAILING ADDRESS, I TOLD HER THAT WAS THE WRONG ADDRESS AND GAVE HER THE RIGHT ADDRESS. I EVEN RESPONSED TO EMAIL TELL THEM THEY STILL HAD THE WRONG ADDRESS. I REACHED NUMEROUS OF TIME TO RESULTTHIS MATTER. I CALL *********** DIDNT HAVE THE TRACKING NUMBER AND THEY USE OLD ADDRESS NOTHING SHOW IN THEY FILED. NOW I CALL AGAIN METRO PCS AND REQUESTED TRACKING NUMBER AND THEY GAVE ME A WRONG TRACKING NUMBER. ITS SEEM NOONE CAN HELP WITH THE INFORMATION.

  Business Response

  Date: 05/17/2023

   
  May 17, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:      *******************************
  Your File No. 20019271
  Metro by T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (********).  As such, ******** provides a response on behalf of Metro by T-Mobile.  ******** and Metro by T-Mobile may sometimes be referred to herein, collectively, as ********.  ******** is in receipt of your correspondence dated May 4, 2023, regarding the above-referenced account.  
  
  ******** regrets any concerns ****************** experienced related to her recent equipment order.  We appreciate the opportunity to respond.  A review of our records indicates that on April 5, 2023, ****************** placed an online equipment order for a ******* A14 device and a new line of service to be activated on our $30.00 10 GB LTE add-a-line service plan and remitted a $30.00 payment.  Regrettably, ****************** did not receive the referenced equipment order due it to being shipped to an incorrect address.  As such, the equipment associated with this order has since been flagged in our system as lost/stolen.  This also resulted in ****************** new line of service ending in **** being cancelled on May 4, 2023.  
  
  Upon contacting ****************** on May 8, 2023, we provided the information outlined above and confirmed that her mailing address had been updated in our database.  As such, we informed ****************** of the option to place a new order through our website to be delivered to her updated mailing address, however, she declined.  Instead of processing a refund for the $30.00 payment remitted at the time of the order, ****************** agreed to receive a credit to her account.  As such, to resolve this matter, we agreed to apply a one-time $84.00 credit to the account which is equivalent to two months of service charges for ****************** remaining line ending in 3453.  As ****************** account already reflected a credit balance of $7.00, this additional credit resulted in a new credit balance of $91.00 as of May 8, 2023.   
  
  Please be assured ******** 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.  We apologize if any Metro by T-Mobile employee failed in any way to display that during ****************** contact with our ************* department.  We appreciate ****************** taking the time to provide details of her experience.  We value customer 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.  ******** regrets any inconvenience to *******************
  
  Based on the foregoing, we respectfully request that this complaint against ******** be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *****************************
  Executive Response