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 - Park Cities

  8400 Douglas Ave Dallas, TX 75225-5808

• 

  Metro By T-Mobile Corporate Office

  2250 Lakeside Blvd Richardson, TX 75082-4304

• 

  Metro By T-Mobile - Mesquite

  1921 N Town East Blvd Mesquite, TX 75150-4035

• 

  Metro By T-Mobile - Allen

  190 E Stacy Rd Ste 404 Allen, TX 75002-8738

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:11/18/2022

  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 have bought numbers of phones from this company for the last past 20 years and they all broken in the equipment is raggly I'm tired of it and I just want some of my money back or better product

  Business Response

  Date: 12/12/2022

  
  December 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****,** *****
  
  Re:      *********************
  Your File No. 18433796
                          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 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 November 16, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************ may have regarding his previous handset purchases.  Please be advised that Metro by T-Mobile stores are independently owned and operated, and Metro by T-Mobile is solely the service provider.  Metro by T-Mobile strives to provide world-class service to all our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.
  
  Newly activating customers are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at https://www.metrobyt-mobile.com/support/return-policy.  However, it should be noted that the Return Policy is for new device activations only.  Our records confirm that ************ purchased a ******** REVVL 6 5G 64GB handset on September 15, 2022, which was an upgrade transaction.  As a result, ************ is ineligible to return his device for a refund pursuant to the Return Policy referenced above.  
  
  On December 1,2022, ******** contacted ************ and advised that the ******** REVVL 6 5G 64GB handset has a one-year warranty if he would like to explore the possibility of replacing the handset via warranty, please be advised the warranty exchange, if qualified, would be completed at a Metro by T-Mobile retail location.  Please note, upon this contact, ************ confirmed his current ******** REVVL 6 5G 64GB handset is working as expected.
  
  Additionally, as a gesture of goodwill, ******** issued a one-time credit of $50.00 to the above-referenced account, bringing ************** balance to $18.00.  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:11/18/2022

  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.

  A phone line was added to my account but was returned/canceled. This device was returned to them and they never removed said number from my account. Months went by and they notified me that I owe $185ish. I spoke with a person who admittedly said shed look into it next billing cycle and call us back. This representative never called me. Another month later I received a notice stating theyd send this to collections if not paid. I never received a bill. I never was informed of the break down of these charges. I was told theyd look into and call me back. November 17 - I called to state Im not paying the $185ish. I requested to speak to a supervisor and then they hung up on me. I have been given no chance to understand this situation. I deny this account information and believe ******** is fraudulently scamming me into paying this amount as I have never received a detailed bill outlining the charges that they claim I owe. The interactions with this company is unprofessional. They have now wasted over four/five hours of my time dealing with this scam. Someone needs to know about this and they needed to be reported.

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 **************., Ste. 200
  *****, ** *****
  
  Re:     *************************
  ******** Account Holder: *******************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 18, 2022, regarding the above-referenced account.   ******** records confirm that ******************************* is the account holder of record, and ************************* are one and the same.
  
  ******** regrets any billing concerns ******************** may have experienced and we appreciate the opportunity to respond.  The above-referenced ******** account was activated on December 17, 2017.  As of June 10, 2022, ******************** had three voice lines of service ending in ****, ****, and **** which were subscribed to our ******************** rate plan which for $110.00 per month for the first two lines of service and $25.00 for each additional line of service.  In addition, ******************** subscribed to **************** feature for $20.50 which received a monthly $16.00 discount.  The account was enrolled in AutoPay which provided Mr. ********* account with a $5.00 monthly discount per line.
  
  ******** records confirm on June 24, 2022, ******************** activated a new line of service ending in **** and purchased a ******* Galaxy S21+ 5G 128GB device on our Equipment Installment Plan (EIP).  ******************** was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $33.34.
  
  On June 28, 2022, ******************** contacted our Team of Experts (TEX) and requested to return the ******* Galaxy S21+ 5G 128GB device.  TEX assisted with a return label as requested.  In addition, ******************** canceled lines ending in **** and **** when he ported to another service provider.  The arrangement to transfer the line of service was made directly with ************************ new wireless service provider and not with ******** whose only involvement in this transaction was to cancel the line of service after Mr. ********* new wireless service provider took control of it.  In reviewing our records, the voice lines ending in **** and **** remained active on the account, subscribed to our ******************** rate plan for $110.00 per month.  We found no record of a cancellation or port-out request for the remaining lines of service.  As such, the account continued to be billed according to the selected rate plan.
  
  As no payments were remitted thereafter, on August 22, 2022, the account was partially suspended for non-payment.  On September 4, 2022, ************************ account was fully suspended for non-payment.  Finally, on October 9, 2022, the account was cancelled due to continued non-payment.  Mr. ********* final billing statement dated October 10, 2022, reflected a balance due of $185.97 which was due by November 2, 2022.  This balance consisted of unpaid monthly recurring charges, taxes, and applicable fees.
  
  ******************** contacted TEX between October 9, 2022, and November 11, 2022, to dispute the charges on his account.  *** confirmed that ******************** returned the ******* Galaxy S21+ 5G 128GB device, which was received on July 12, 2022, however, there were no requests received to cancel services.  Therefore, it is ********s position that these charges are valid.
  
  As the final balance went unpaid, on November 19, 2022, ************************ account was referred to a third-party collection agency, ******.  The account was assessed a one-time collection fee of $38.16, updating the balance owed to $224.13.
  
  Our office contacted ******************** on November 18, 2022, regarding his correspondence to your office.  To amicably resolve this matter, ******** applied account credits of $185.97 and $38.16, effectively bringing the account to a zero balance.  In addition, ******** has requested the removal of the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.  ******** 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 USA, INC.
  
   
  Sher Cherry  
  Executive Response
  
  

• Initial Complaint

  Date:11/17/2022

  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 went into to a metro store and bought a new phone cause I was in a car accident and lost my phone when I was there I was told that if I bought a new phone at full price instead of the upgrade price I would get a unlimited plan with high speed internet for 15 dollars a month so I asked is it unlimited internet cause if you look at my history I always use a lot of internet and I asked that to the man at the store I also asked why is it I get this plan he said you got lucky and I got the phone at almost 300 dollars full price and got home and went through 2 gigs of internet and now I Cant even load ******** I called metro and they said well you have to go back to the store we Cant fix this I said I am in the country without a car and Cant get their I think its c*** I was offered a plan paid full price for this phone and Cant even get online on my phone

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****,** *****
  
  Re:      ***************************
     Your File No. 18432030
             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 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 November 14, 2022, regarding the above-referenced account. 
  
  ******** regrets any concerns ****************** may have experienced, regarding her account,and we appreciate the opportunity to respond.  On October 27, 2022, ****************** purchased a ******** G **** handset and updated her mobile number ending **** to our Unlimited Talk, Text, and 2GB of ************ plan, which includes Unlimited Talk, Text, and 2GB of high-speed data at the monthly cost of $15.00.  It is important to note that once the 2 GB allotment of high-speed data has been utilized, data services continue at a reduced rate of speed until the end of the billing cycle.
  
  On December 1,2022, our office spoke with ******************, and she agreed to update her service plan to our Unlimited Talk, Text and LTE ************ plan which includes Unlimited Talk, Text and LTE Data at the monthly cost of $50.00.  Additionally, our office issued a onetime bill credit in the amount of $70.00 as a gesture of goodwill, which updated the account balance, due December 1, 2022, to zero. 
  
  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 toll free at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *********************
  Executive Response

• Initial Complaint

  Date:11/17/2022

  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.

  Our phones have been disconnected 3 times, when the shouldn't of been. The first time the lines were restored, & fees were waived. The second time I was assured the lines would not be interrupted, & they were. This was aftee payment had already been received by Tmobile. I was told they could on credit the line$30, So I was forced to make a payment arrangement with the restoral fees included. During this time my baby was in the hospital, & it was an inconvenience to have to leave her alone to go home to use another phone to call. November 15 the same thing happened. While fighting to get the restoral fees removed. The only gave $20 towards the 3 lines. I was told the lines wouldn't be touched. Once again they were turned off when the shouldn't of been. The problem is when the disconnect the lines, we are forced to make a payment arrangement with a large amount. Noone has been on the same page in recerence to this matter.

  Business Response

  Date: 12/01/2022

   
  December 1, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  ******** Account Holder: *********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 17, 2022, regarding the above-referenced account.  Please be advised ******** records indicate the account holder of record is *********************, and she has designated *********************** as an authorized user of the account.
  
  ******** regrets any concerns ************** experienced with the recent service suspensions, and we appreciate the opportunity to address this matter.  Our records confirm, **************** billing cycle runs from the 10th of the month to the 9th of the following month, with payment due on the 2nd.  Pursuant to ******** policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our Team of Experts (TEX), in person at one of our local retail store locations, or by mailing it to the payment lockbox address on their billing statement remittance slip.  Please note, ******** offers payment arrangement options to customers to allow them additional time to remit payment and prevent service interruption.  However, payment arrangements are available for balances that are less than 30 days past due.  
  
  A review of the account confirms ************** agreed to a payment arrangement on August 22, 2022, for the balance that was originally due on August 2, 2022.  ************** agreed to make a payment of $87.03 on August 29, 2022, and $87.02 on September 2, 2022.  Regretfully, payment was not received.  ******** provided ************** with notifications via text message and a billing notification providing the payment due date.  As payment was not received timely, on September 2, 2022, ******** suspended the accounts ability to place outbound calls on.  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed.  Therefore, when ************** remitted a payment on September 3, 2022, and the account was reactivated, the account was charged a $20.00 plus tax restore from suspension fee up to three lines.  
  
  ******** records indicate, on October 7, payment arrangements were made with ************** for her outstanding balance in which she agreed to two installments with the first payment of $88.82 due on October 21, 2022, and the second payment of $88.82 due on November 2, 2022.  However, as no payment was received, the payment arrangement was suspended.  Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account.  This means the account may be suspended, cancelled, or assigned to a third-party collection agency.  
  
  On October 22, 2022, records indicate ************** remitted a $45.00 payment which revised the account balance to $335.51 of which $132.64 remained past due.  As the account remained delinquent, on October 24, 2022, ******** suspended the services.  On October 24, 2022, the account services were restored, and as a courtesy, the three restore from suspension fees were waived.  Regretfully, as the account remained delinquent, the service was suspended on November 5, 2022, and then on November 15, 2022.  Please note, when the account services were restored, the account was billed a $20.00 plus tax restore from suspension fee for three lines.  However, please note between November 3, 2022, and November 14, 2022, ******** issued courtesy credits totaling $87.58. 
  
  Please note, we have no record that ************** was advised the services would not be interrupted if payment was not received.  It is ********s position the suspensions of service were valid as indicated in our Terms and Conditions of service.  
  
  The most recent billing statement dated November 10, 2022, reflected a balance of $433.00 of which $239.68 is considered past due, and new charges of $193.32 for the billing period from September 10, 2022, to October 9, 2022. 
  
  On November 15, 2022, ************** agreed to a payment arrangement for her past due balance of $306.67 which included $66.99 in restore from suspension fees from when the services were restored that day.  ************** agreed to pay $153.34 on November 22, 2022, and $153.33 on December 2, 2022.  Please be advised if payment is not received, the account will be subject to additional suspensions.  ************** is aware of the payment arrangement in place and the account is currently active.  While we regret any inconvenience to **************, we consider the restore from suspension fees valid and owed, and we respectfully decline her credit request.  
  
  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:11/17/2022

  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.

  I called into ******** on 11/11/22 to adjust my payment arrangement due to my accounts being compromised. I spoke with a supervisor who stated she would work with me and place a hold on my account and remove the suspension charges. On 11/13 the account was suspended and I had to call in to have the charges removed and the agent restored service. On 11/16 I get a random text message that the account was credited only 30. I get a text message this morning 11/17 my services were suspended. I call in and speak to one supervisor who rudely hung up the phone then I get mgr ******* who was far from empathetic and refused to honor and the prior manager offer and said ******** Offered a service and I needed to pay for the service and then manager ******* didnt even make an attempt to offer but reiterated about the money needed to pay ** the account was 43 days past due. I am truly disappointed with ******** and their customer service team

  Business Response

  Date: 11/30/2022

   
  November 30, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     *********************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 17, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************ may have regarding payments and we appreciate the opportunity to respond.  Our records confirm ************ currently has two voice lines with the mobile numbers ending in **** and ****.  Both lines are subscribed to the $140.00 ******************* rate plan.  ************ also has a Mobile Internet line subscribed to the $10.00 Mobile Internet 500MB rate plan including taxes.  *** mobile number ending in **** is subscribed to the optional $18.00 ** Protection 360 Tier 5, and the $10.00 MAXUp w/50GB hotspot features plus taxes and fees.  *** mobile number ending in **** is subscribed to the optional $18.00 ** Protection 360 Tier 5 feature plus taxes and fees.  ************ currently has an Equipment Installment Plan (EIP) of $6.25 for an Apple iPhone 13 Pro *** and $16.67 for a ******* Galaxy S21 handset after discounts. 
  
  ******** records indicate, on October 27, 2022, payment arrangements were made with ************ for her outstanding balance of $552.80 to be paid in two installments.  *** first amount of $276.40 was to be paid on November 10, 2022, and the second amount for $276.40 to be paid on November 24, 2022.   Further, on November 11, 2022, ************ contacted ******** to advise she was unable to make the agreed upon payment.  Please note if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account.  This means the account may be suspended, cancelled or assigned to a third-party collection agency.  As a payment was not received, the account was suspended on November 12, 2022.  
  
  ******** suspended the accounts ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed.  ***refore, when Ms. ***** account was resumed on November 13, 2022, the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. 
  
  ******** records indicate that on November 11, 2022, Ms. ***** Team of Experts (TEX) agreed to help with restore fees, and on November 16, 2022, a courtesy credit of $30.00 was applied and her updated account balance was $522.80.
  
  Furthermore, on November 17, 2022, Ms. ***** account was suspended, the account was billed for restore fees totaling $60.00.  Furthermore, on the same day, another credit was applied for $40.00 for restore fees and Ms. ***** account was restored with a payment of $244.00.  A payment arrangement for two installments was set for the amount of $110.21 to be paid on November 24, 2022 and $440.86 to be paid on December 8, 2021. 
  
  ******** contacted ************ on November 21, 2022, to amicably resolve this matter a one-time credit of $40.00 was applied for the restore fees and her updated account balance is $511.07 of which $340.34 was past due.  Please note, it is ********s position the restore fees were validly assessed and we respectfully declines to provide additional credits for the restore fees.  
  
  Regrettably, the first installment of $110.21 was not paid and Ms. ***** account was suspended.  With the addition of restore from suspend fees the balance was updated to $581.84.  ************ utilized our self-help options and set up a payment arrangement for the past due balance to be paid in two installments.  ************ agreed to the first installment of $170.17 to be paid on December 4, 2022 and the second for $170.17 to be paid on December 6, 2022.  ******** 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 USA, INC.
  
   
  *********************
  Executive Response

• Initial Complaint

  Date:11/16/2022

  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.

  Metro By T-Mobile removed my credit card as a form of payment in 2021 and its been nightmare trying to resetup my account back on autopay. Metro did not have any issue with my card from December 2020 to September 2021, however in October their system removed it as form as payment. According to their representative, my credit card is blacklisted, and will submit a ticket have it removed. I've asked multiple of times to be contacted to ensure my issue is resolved. No agent will contact me to follow up to ensure I pay with my **************** credit card. According to their online system, We're sorry, we could not process your payment. Please verify the card information and retry or use a different card. I don't have another card available to make a payment. I am tired of paying fees to pay in bill in person! However, my information matches **************** which came from **************** ********************************************************************************** I have no issue processing my card at the store however I don't have the gas to get to the local store. Your representatives have lied to me on multiple occasions.

  Business Response

  Date: 11/30/2022

   
  November 30, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 18415989
  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 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 November 16, 2022, regarding the above-referenced account.    
  
  ******** regrets any concerns ************** has experienced regarding the above-referenced account.  ************** currently has two lines of service.  Ms. ****** account was enrolled in AutoPay on December 31, 2020.  This is a free feature that automatically deducts the balance owed on the account approximately two to three dates prior to the due date using a stored credit card, debit card, or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
  
  On November 2, 2021AutoPay was removed from the above account.  On November 3, 2021, the monthly service payment was not remitted, and the account was suspended for non-payment.  We attempted to set up Ms. ****** credit card for use with AutoPay once again; regrettably, we were unable to do so at that time. 
  
  Upon speaking with ************** on November 18, 2022, we escalated her concerns regarding her credit card and AutoPay to our Finance team for further review.  Ms. ****** credit card was successfully set up for use with AutoPay on the above account.  On  November 28, 2022, we provided ************** the information outlined above.  ************** indicated her concerns were resolved at that time.  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 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:11/16/2022

  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.

  After finding out I was supposed to be eligible for Amazon prime through my plan and I've been paying for it since I've had my phones the customer service rep said she was giving me a prorated credit to my account. The credit showed up as $83.33 when I got off the phone with her and checked my account and it covered my bill that was due the next day. The next day there was a $70 charge off of my card for my bill. After talking to the service rep she argued with me basically telling me I was a liar even though I was looking at the statement and the credit for the $83. I hung up and called back and the new rep did in fact verify that I did have a credit on my account and the $70 should not have been taken off. They said I would get a call from the financial department which never happened so I called again and they said I would get a call within 12 hours. 2 days later I still never got a call and when I called back, the same girl in the beginning that argued with me and called me a liar answered, so I got with another rep who immediately connected me to a supervisor. the supervisor argued with me and called me a liar and said there was not a credit for $83 showing on his end and only the $70 payment. I was looking at my statement while on the phone and was seeing it. he logged in through my account on his end and in fact seen the credit for the $83 but then came up with another excuse to why it was not. So basically I guess the rep lied about putting a credit on my account and Metro fabricated a statement showing I had an $83 credit that should have paid my bill this month? After practically being called a liar and the supervisor telling me that there was no credit on my account at all anymore I finally hung up. This is more than ridiculous and I now have $70 missing that should not have been taken out in the first place at all. I don't appreciate basically being called a liar and being lied to that there was a credit on my account and then it being taken away!!

  Business Response

  Date: 11/29/2022

   
  November 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 18415347
  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 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 November 16, 2021, regarding the above-referenced account.  
  
  ******** regrets any concerns ************** experienced regarding the above account, and we appreciate the opportunity to respond.  ******** records reflect that ************** currently has two voice lines of service which were previously subscribed to different rate plans.  **************** line of service ending in **** was subscribed to the $50.00 *** LTE + ****** One rate plan and the number ending in **** was subscribed to the $30.00 *** LTE w/5GB Hotspot AAL that did not include Amazon Prime on either line.  Each line also subscribes to the *************** Bundle billed at $10.00 per line for a total of $100.00.  However, ************** is currently receiving a $30.00 bill credit on her account each month as she is currently enrolled in the Affordable Connectivity Program that provides a monthly discount to eligible households.  As such, ************** monthly cost is $70.00 per month.  
  
  It should be noted that ************** did not remit a payment for her payment due on October 12, 2022, in the amount of $70.00, causing the account to be suspended on October 13, 2022.  On October 13, 2022, **************** contacted ************* to request an UNHotline (***).  A *** is an extension that can allow services to be temporarily extended 72 hours beyond the due date and allow the customer more time to remit a payment.  This is usually provided when customers are having issues remitting a payment through the *** or via online, a *** was granted as a courtesy.  As no payment was remitted, the account was again suspended on October 16, 2022, and remained in a suspended status until October 19, 2022, when she remitted a payment of $70.00.  It is important to note that this payment was applied **************** billing cycle which ran from October 13, 2022, through November 12, 2022.  
  
  Please note, **************** account was enrolled in AutoPay on October 19, 2022.  AutoPay automatically deducts the balance owed on the account approximately one to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  However, on November 12, 2022, ************** removed AutoPay from the above account.
  
  On November 11, 2022, ************** contacted ************* and requested to change her rate plan that included Amazon Prime.  **************** rate plan was updated to the two lines for $90.00 *** LTE w/15GB Plan that includes Amazon Prime promo attached to the number ending in ****.  Each line subscribes to the *************** Bundle billed at $10.00 per line for a total of $110.00, and she would still receive the *** discount of $30.00, reducing her monthly charges to $80.00.  
  
  It should be noted that during the transition of the rate plans, as ************** was set up on AutoPay, a payment of $70.00 was remitted on November 11, 2022, which covered her service November 13, 2022, through December 12, 2022, resulting in a credit balance of $70.00 at that time.  A credit of $13.33 was issued to the account for the rerating of the rate plans, leaving a temporary credit balance of $83.33.  As the monthly account charges were now, $80.00, when the service renewed, the credit balance was reduced to $3.33 which will automatically be applied to her next bill due on December 13, 2022.  We regret any confusion this may have caused **************; however, it is important to note, the credit was not related to the Amazon promotion.   
  
  It is important to note that the Amazon Prime promo is assigned to one line of service on the account, which for **************** account is the number ending in ****.  However, in order for customers to take advantage of this feature they must register for it.  During activation, Metro by T-Mobile sent a text where eligible customers will be redirected to Amazon to create an Amazon account and activate the Prime membership.  If customers no longer have the text and need to register, they can visit  https://amazon.metropcs.com/dynamicpe/flow?mpayFlowId=791e79d3-d4b2-4ed4-bac2-dcf607af40e5 and follow the prompts to activate the feature.  The customer must complete this registration, as Metro by T-Mobile will remit a payment to Amazon directly, once the customer provides Amazon with the Promotional code provided from us.  If the customer is already an Amazon user, they will need to follow the prompts as described above which will allow them to update their form of payment with the provided code from Metro by T-Mobile.  We are unable to substantiate that ************** was offered a bill credit for the amount of the Amazon discount.   
  
  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 **************** recent contact with our *************.  
  
  On November 18, 2022, ******** contacted ************** and advised her of the above information.  It was advised that in the future should **************** service be in jeopardy of suspension again, she may contact our ************* to reset her anniversary date, also known as a billing cycle date, as Metro by T-Mobile allows customers to choose their own bill cycle to any day they choose.  However, the account must be active and current to be eligible.  As **************** account was active as of November 18, 2022, she did not need to reset her anniversary date at that time.  It is ********s position that ************** has been accurately billed for services based on her selected rate plan.  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 toll free at ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***********************
  Executive Response

  Customer Answer

  Date: 11/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still not satisfactory to me. Nothing is solved. 

  I'm just letting it go and I will be looking elsewhere for as new phone provider. Amazon prime still isn't working and I had to talk to customer service yesterday they had to take it off my plan and will have to reinstate it so I have to jump through more hoops on fire to get anything done. I'm still paying for Amazon prime even though I was supposed to get it from the beginning when I got my phone plan. I was supposed to be on that plan, there wasn't supposed to be any changes made to my account that I knew of. I was under the impression she was just fixing it because it was hung up in the system originally when I called about it. Even you said yourself customer service had set the auto pay up during the phone call. That was my mother's debit card that your cs agent selected for auto pay, and you all took money out of HER bank account. I did not approve for the auto pay to be activated. I don't know how this is okay. But forget it I guess I'll just take the loss and will continue to pay for my Amazon prime because even with it on my phone plan, I'm still not receiving it and no resolutions. I'm back to where I started and it's only caused a headache.

  The fact that my phone was suspended for a few days has no relevancy in the point for why I made a complaint in the first place. I never mentioned anything about my due date. I was told I was getting a credit for the Amazon prime. My payday fell a few days after my phone was due and I got it back on when I got paid. That had nothing to do though with my problem.... My due date is the least of my concerns. 

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

• Initial Complaint

  Date:11/16/2022

  Type:Billing 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.

  I went with ******** on 4/7/22.and signed up for Auto pay, $26.63 was prepaid on my charge card. Installed my SIM card on 4/13/22 and paid the $10.00 fee. 5/13/22 I called because I had no service. Told line was suspended, something about post paid account and pre-pay act. Talked into a new free phone with a $30.00 activation fee and $16.35 in taxes ($46.35 Web Order) $20.00 per month for service and set up for Auto Pay. No SIM card came with the free phone. Every month I had issues with NO service. Appears 2 accounts were set up for me. 6/4 auto pay $29.45 from my charge card. 7/4 Auto pay $25.71. 8/2 pre Pay $16.13. 8/4 auto pay $22.48. 9/4 auto pay $26.26. Every month I had NO service even though payments were taken from me. I cancelled my service 9/12/22. Was never reimbursed for months of no service and they continue to take $ when I cancelled my service on 9/12/22. 10/4 and 11/4 they took $26.26 again w/out my permission.

  Business Response

  Date: 11/23/2022

   
  November 23, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:     *************************
  Your File No. ********
  ******** Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (********) is in receipt of your correspondence dated November 16, 2022, regarding the above-referenced account.  ******** is pleased to report to your office that upon speaking with ****************, we were able to resolve her concerns to her satisfaction.
  
  ******** regrets any concerns **************** experienced regarding her ******** accounts.  On April 6, 2022, ******** records reflect **************** activated her ******** ******* Account Number ending in **** wherein she remitted a required payment of $26.63 for her first months refill of $15.00, plus taxes and fees.  **************** was subscribed to ********s $15 Connect by ******** rate plan.  On August 1, 2022, records indicate that an additional refill was paid by **************** on her ******* account.
  
  On May 13, 2022, ******** records reflect **************** activated a postpaid account with mobile number ending in **** via ********s Telesales team, wherein she remitted a payment of $46.35 for a Device Connection Charge of $30.00, subscribed to ********s Unlimited Talk & Text Only rate plan with a base rate of $20.00 per month.  At the time of the order, **************** also purchased a ***** X100 5G on ********s Equipment Installment Plan (EIP) program wherein she remitted payment of the taxes on the full retail price and agreed to 24 monthly installments of $10.50.  As part of her purchase, **************** was enrolled in ********s 2022 Smartphone Activate P1 offer wherein customers who purchased the ***** X100 5G on EIP would receive the device for free via Recurring Device Credits (RDCs) so long as the account remains active.  **************** also purchased a Liquid Glass Screen Protector accessory and Hardshell Horizontal Holster accessory on EIP wherein she remitted a required payment of the taxes on the full retail price and agreed to 12 monthly installments of $6.26.  If the account becomes cancelled, any EIP balances will accelerate towards the final billing statement associated with the account.  Lastly records indicate that at the time of activation **************** enrolled in ********s AutoPay service; a free service that automatically deducts monthly billing statement balances up to two days before the billing statement due date.
  
  On September 12, 2022, ******** records indicate that **************** transferred her ******* mobile number ending in ********************************************* ****, cancelling her ******* account.  ******** records reflect that ****************** postpaid account was paid by AutoPay from June 4, 2022, through November 4, 2022.  The last three payments dated September 4, 2022, October 4, 2022, and November 4, 2022, of $26.26 each were returned to ******** as unpaid on November 20, 2022, making the balance immediately due and resulted in AutoPay being cancelled, leaving the account with a revised balance of $150.04 consisting of monthly access charges from November 14, 2022, through December 13, 2022, EIP, the three returned payments, and three returned payment fees of $15.00 each.
  
  On November 21, 2022, ******** contacted ****************, and discussed her concerns.  ******** cancelled the Postpaid account effective immediately, and issued an account credit of $150.04, leaving the account closed with a zero balance.  ******** issued credits for pending accelerated EIP and advised **************** that she can stay with the ***** X100 5G as well as the accessories that she financed.  **************** was also advised that she may consult with her financial institution regarding the returned payments as those funds should have been returned to her due to them being returned to ******** as unpaid.  Pursuant to our conversation, **************** considers the matter resolved and has no further concerns.  ******** regrets any inconvenience to ****************, and we appreciate the opportunity to resolve this matter.
  
  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

  Customer Answer

  Date: 11/28/2022

   
  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:11/16/2022

  Type:Sales and Advertising 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 phone was not working properly and when I went in to do an upgrade I was advised they no longer do upgrades due to age of my phone and they no longer carry that brand. I advised that I had always been able to upgrade at a reasonable price. Agent showed me a number of phones that all started at $300 and above. I stated that I wanted a cheaper phone and was advised they did not have cheaper phones. I chose a phone and proceeded to purchase it. I needed to get home and did not realize the price that I was charged. My partner thought I had been overcharged and went online. He found that the phone is at least $150 cheaper on the ******** Website. When I called the store to advise that I had been charged for not only the phone, but also accessories that I really didn't need that were "included" in the price and actually upped the price, I was told that all sales are final. As of this moment I have had the phone for less than 48 hours. All I want is to return the phone and accessories that have not been touched and purchase the phone elsewhere for $150 cheaper.

  Business Response

  Date: 11/30/2022

  November 30, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 18413317
  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 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 November 16, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns ************** has experienced regarding her recent handset upgrade and we appreciate the opportunity to respond.  Our records confirm the above-referenced account was activated on July 1, 2017, with two lines ending in **** and ****.  The line ending in **** is subscribed to our $50 unlimited Talk Text and Data rate plan and has our optional Name ID feature for $2.00 per month.  The line ending in **** is subscribed to our $30 2GB Talk Text and Data rate plan. 
  
  Our records confirm on November 14, 2022, ************** upgraded her line ending in **** to the ******** ************* handset.  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 ************** recent contact with our retail location.
  
  Pursuant to our Terms and Conditions of Service, which may be found at https://www.metrobyt-mobile.com/return-policy.html, device upgrades are non-refundable and non-returnable.  However, customers can return an accessory within 14 days of the original purchase date.  The customer must return the item with their receipt, in its packaging, with all contents, undamaged, and in good working condition.  The return is also required to be made at the same store where the accessory was purchased.
  
  During our phone conversation on November 18, 2022, ************** was advised of the above-referenced information.  We explained 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.  ************** advised she was misinformed about the internal storage capacity of the handset she purchased.  We regret any potential misinformation provided and advised the appropriate feedback will be sent.  Additionally, we advised to ************** that we are unable to price match when the manufacturer or other retail stores offer a handset or accessory at a reduced cost.  
  
  Regarding ************** request for a return and refund of both her phone and accessories purchased, ******** respectfully declines the request pursuant to our Terms and Conditions referenced above.  However, ************** indicates she attempted to return the accessories within the appropriate timeframe to receive a refund, and as such, to amicably resolve ************** concerns, we provided a one-time credit to the above-referenced account in the amount of $104.97, which equaled the amount paid for the accessories, as well as an additional $20.00 to cover the cost of an SD card for external storage.  As of the date of this letter, ************** account has a credit balance of $37.97.  ******** 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 toll free at ************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  
  ***********************
  Executive Response
  
  

• Initial Complaint

  Date:11/16/2022

  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 went into the store to have my Metro PCS cell phone turned back on with my original cell phone number. The store said I needed to pay a re-instatement fee plus a month in advance. I paid the fee which totaled approximately $65.00. After the money was exchanged, they turned my cell phone on but with a new number which I clearly stated I did not want and that if in fact they could not turn my phone back on with my original cell phone number, I would not be interested and would switch carriers. They did it anyway. I complained to the owner, ********************* back in July and he keeps coming up with excuses and blaming his corporate office for the mistake when in fact it was his own store that completed the transaction. I have been more than patient and have not seen any results. I explained in detail it would be my intention to sue ************** in court not only for the funds they took off of my credit card, but for court costs, punitive damages and loss time from work which would be a much larger monetary figure than just $65.00. This will be my last attempt through your agency to possibly get some results. I think ************** thinks I will just give up and go away. He is clearly mistaken. I have spoken to him many times, receiving promises of a refund and it just never happens.

  Business Response

  Date: 12/08/2022

   
  December 8, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 18411283
  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 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 November 14, 2022, regarding the above-referenced account.  
  
  ******** regrets any concerns **************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  **************** account shows it was activated on July 28, 2022, with one voice line of service subscribed to our $40.00 Single ********************** plan, which provides unlimited talk, text, and high-speed data for $40.00 per month.  Following activation on July 28, 2022, a port-in request was made for 
  **************** previous phone number ending in 4360.  Upon further investigation, this number was regrettably not active with **************** previous provider at the time of the port request, and as such the request could not be completed, and the request was closed on July 30, 2022.  
  
  **************** requested refund for his activation payment of $61.43 on August 1, 2022; however, this refund was declined as the account did not reflect a credit balance at that time.  A second refund request was made on August 23, 2022, and was declined for the same reason.  Regrettably, **************** account was closed on September 28, 2022, as the result of 30 days of non-payment following a missed payment originally due on August 28, 2022.
  
  Upon speaking with **************** on December 1, 2022, we provided the above information.  To resolve **************** concerns, we issued a refund in the amount of $61.43 to him in the form of a check, sent to him via U.S. Mail.  **************** can expect to receive this refund within 20 business days.  ******** 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 6:00 a.m. 2:00 a.m. CST.  If you have any questions, please do not hesitate to contact our office directly by calling ************.
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *************************
  Executive Response