ComplaintsforMetro by T-Mobile
Mobile Phone Service
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Complaint Details
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Initial Complaint
10/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
on 7-25-2021, I bought a new iphone 11 from the metro store in galt, **, and paid $621.44, then on 8/6/2021, I bought an iphone 12 at that store & paid $1032.49. I've had service there since then & according to them, my account is in good standing. I tried once before in 2022 to switch to visible by ******* wireless- they would not or could not unlock my phone. most recently, I tried switching to xifinity mobile service- metro by tmobile CLAIMS the phone is unlocked, but in the phone's settings- it says it's locked & will not allow me to unlock it. they told me to call ***** (iphone 11)- I did. apple remoted in, checked the settings, told me "it's locked by metro". I've had metro on a 3way call with xifinity. they've told xifinity it's unlocked- xifinity's system says "locked" when they enter the iemi number. metro told me to do a factory ********** would unlock- tried that- still locked. they told me remove the sim card & put in a different one & it would unlock- tried that- still locked. I believe this is malicious intent so that I am forced to stay with metro & keep paying into their service.Business response
10/17/2024
October 17, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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RE: File Number: 22404589
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October *******, regarding the account referenced in the above-mentioned file number. Please be advised that this customer is listed as an authorized user on an account holders T-Mobile account.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to their Mobile Device Unlock, (MDU) for the customers two ********************** Apple iPhone handsets.
We confirmed the customers Apple iPhone 11 device and Apple iPhone 12 Pro device are eligible for a MDU as they have met the 180-day requirement per our MDU policy. We also confirmed both devices are fully unlocked for use with another carrier. On October 16, 2024, we emailed Apple MDU instructions to the customer. Should the customer need further troubleshooting, we recommend they contact the manufacturer, *****, directly for assistance. T-Mobile regrets any inconvenience to the customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
10/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Demand is made to have twelve months of payments to ******** returned to me.Additionally, I have blocked ******** from charging my debit card again.Any balance owed by me is to be put into dispute status.The world needs to know how horrible ******** has treated a disabled Vet. A senior.******** promised in writing, to revamp, recondition the cell site near me. This promise was made a year ago by T ***** to complete this by September of 2024. This has not happened. This company has stolen money from me. Yesterday, I changed carriers, now have 4 bars. Never had this with ********, most times got SOS.This ******** knows what the problem is and has not followed through to correct the situation.Should ******** give me a bad time over this, daily I will contact FCC and BBB, daily letting every one know how I've been treated.Any contact from ********, to the credit bureau or any other entity, I will go forward with daily complaints.******** has been hacked twice and in order to save 5 bucks, demanded credit debit card on file.Also, ******** forced me to buy a 5 G phone, as it turned out, 5G is not available to me after wasting money.Additionally, I disconnected one line and the company almost doubled the cost to go done to one line. Yes, charging me more for still awful service.This company thinks they can do what they want, the "big company," but understand your company has hurt me, and I have been *********** function is to let thew world know about the practice of lying to me and stealing money from me.Business response
10/21/2024
October 21, 2024
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: File Number: 22402565
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October 9, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to the coverage at their home address, cancellation of a line of service and the monthly price for their rate plan.
T-Mobile is always working to improve its coverage, and we regret any service concerns the customer may have experienced. Although the coverage map at **************** does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on the customers account and based on the coverage map, confirms their account address is in a moderate 5G coverage area with no known issues. The customer contacted your office previously regarding service concerns, and T-Mobile responded with an offer which would allow them to cancel their service. Despite this, the customer continued using T-Mobile services and did not accept the offer. T-Mobile also informed them about expected network enhancements in their area by September 2024, without guaranteeing service improvement.
Regarding the customers rate plan concerns, please be advised our rate plan costs vary depending on the number of lines a customer has. ********** spoke with the customer on October 8, 2024, regarding previous concerns bought to your office with file number ********, to address their concerns. Please be advised their account was cancelled the same day, pursuant to their request.
On October 15, 2024, our office contacted the customer regarding continued concerns raised to your office pertaining the above. Please be advised, we respectfully decline the customers request for compensation as there has been no T-Mobile error regarding this matter. Furthermore, we previously provided them our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE USA, INC.
***** ***********
Executive ResponseInitial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a phone and service from a Metro store located in *****, ** on 10/4/24. While in the store I was informed multiple times that the service plan I was paying for is unlimited and would not see interruptions in speed or service due to data usage. After a day of using the phone I read on the my metro app that users of greater than 35GB will see a reduction in speed (throttling). This was contrary to what the store told me. I called into customer service on 10/5 and was hung up on by a supervisor, I called back and was given an escalated ticket number of #INC1840307. The *** told me my phone would be unlocked in 72hours. I called in on 10/9 after my phone not being unlocked and the *** today told me that the store and the *** that gave me the ticket number both lied to me. I submitted another complaint and listed the wrong dollar amount. I listed $466 instead of $446. My apologies.Business response
10/18/2024
October 18, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: File No. 22402011
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 9, 2024, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer may have regarding their new device activation, and we appreciate the opportunity to respond. Upon review, it appears our customers concerns are related to their device purchase upon activation from a Metro by T-Mobile retail location, and a refund request. In addition to data speeds and usage. T-Mobile investigated these concerns accordingly.
Please note, T-Mobile is always working to improve its service, and we regret any data-service issues our customer may have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.
Further, T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity. For most Metro by T-Mobile-branded rate plans, a *********** User" is defined as a customer using more than 35GB of data per month in a payment cycle. Once the 35GBs are reached, customers may experience slower data speeds until the next service cycle starts at times and at locations where there are competing customer demands for network resources.
On October 4, 2024, our customer activated one line of service that was subscribed to our Metro Flex Plus rate plan. This plan offers unlimited talk, text, and unlimited data for the on device, and 20GBs capped data for the mobile hotspot. Please note, Metro by T-Mobile customers may return a newly purchased handset for new activations or cancel their service within 14 days from the date of purchase or activation of service. More information can be found at ***********************************************************************************; *****************************************************************************
On October 5, 2024, our office confirmed that our customer contacted ************* stating that they would like to unlock their device . During this time, ************* filed ticket number **********, however it was denied as the device did not meet the unlock qualifications. Mobile Device Unlocks (MDUs) are available for devices that meet the following eligibility criteria, which are available at ******************************************************************************************, and include:
The device must be purchased from Metro by T-Mobile.
The device must not be reported as lost, stolen, or blocked.
365 days must have passed since the devices activation date.
We reviewed the handset our customer requested to have unlocked. As all of the requirements outlined above have not been met, the device is not eligible for an MDU. Once the eligibility requirements have been met, Metro by T-Mobile handsets will systematically unlock.
Our customer was informed on October 7, 2024, and again on October 9, 2024, that the device does not meet the unlock requirements. They were advised that if they wished to return the device for a refund, they would need to go back to the original point of sale with the receipt, as this was considered a new activation and still within the return period until October 17, 2024.
On October 10, 2024, our customer contacted ************* to request the cancellation of the account. During this time, the line of service was canceled, and we are unable to validate if this was completed at a retail location or over the phone.
Please note, that the service was activated at a Metro by T-Mobile retail location. Metro by T-Mobile authorized dealers are independently owned and operated, and Metro by T-Mobile is solely the service provider. As such, we are unable to access any transactions completed in-store and are unable to process any refunds for in store transactions. Our records do not reflect that our customer called ************* to report any device concerns. Upon further review, we confirmed that the account has been accurately billed for services. It is important to understand that amounts paid for prepaid service are non-refundable as outlined in our Terms and Conditions of service. More information regarding our refund policy can be found at ***********************************************************************************; Accordingly, T-Mobile respectfully declines the refund request of any amount. We have also confirmed that they are not eligible for the unlock request and as the account was canceled we are unable to view any usage.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
***** ******
Executive ResponseInitial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Metro By T Mobile a month ago reduced my data from unlimited GB to 2 data GB I have talk with them and they refuse put to the unlimited data back. I still pay my phone each month. Now I cannot get text messages at all. Metro by T Mobile refuses to take the phone back they refuses to give the money back I paid for my phone. I would my money back I paid for the phone. or put my unlimited data back. ************Business response
10/15/2024
October 15, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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RE: File Number: 22400989
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October ******, regarding the account referenced in the above-mentioned file number. Please be advised that this customer is listed as an authorized user on an account holders T-Mobile account.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, their concerns pertain to a $30.00 Add A Line **************** One Plus rate plan.
As the customer has only one line on their account, they are not eligible for the $30.00 Add A Line **************** One Plus rate plan as this plan is intended for a second additional line on the account after the first line is subscribed to our $60.00 **************** One Plus rate plan. The $60.00 **************** One Plus rate plan and the $30.00 Add A line **************** One Plus rate plan provides unlimited talk, text, high-speed data, ****** One membership, and 20GB of hot spot data.
Since November 23, 2023, the account has automatically removed the ineligible rate plan and changed it to our $35.00 for the 1st Month and $30.00 with Autopay rate plan, which provides unlimited talk, text, and unlimited data with 5GB of high-speed data on several occasions. However, the customer would revert to the $30.00 Add A Line **************** One plus rate plan. Then, on September 4, 2024, our retail store representative contacted our ************* to subscribe the account to our $15.00 2GB Only rate plan, which provides unlimited talk, text, and a total of 2GB of high-speed data.
It is important to note that the customer will not be able to keep the $30.00 Add A Line **************** One plus rate plan as the account only has one voice line. We regret if the customer was provided with any misinformation regarding our rate plans.
Should the customer want to review any other of our rate plans, they can visit their Metro online account or app for assistance. As of October 15, 2024, the account remains active and subscribed to our $15.00 2GOnly rate plan. T-Mobile regrets any inconvenience to the customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company need to do better not only do the girls at the ******* location try to tell my step dad they need to give them extra a tip for them doing his bill supervisors have lied to me this company is extorting people will not let you talk to a agent unless you pay a bill well I got that recorded this company is a joke and has 72 hrs to call me back regarding the account with the number ********** I was told that the people who are in the hurricane zone got extended so they can make contact wilth people that was a lie his has been off and metro wont do nothingBusiness response
10/19/2024
October 19, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: File No. 22398245
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 8, 2024, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond. It appears our customers concerns are pertaining to transaction fees charged by the retail location, and additional time to pay for service. 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 transactions completed in-store. Nevertheless, we appreciate our customers feedback regarding this matter
After a thorough review, T-Mobile automatically provided specific customers with area codes in the path of **********************, a temporary collection hold for customers with a bill due date on October 7, 2024, and the hold would guarantee service through October 10, 2024, to allow our customers additional time to pay for their services. There may be additional concessions for some customers depending on their area code. Our review found our customers bill due date was due prior to October 7, 2024, and did not qualify for the aforementioned collection hold.
Should our customer require more time to pay their next balance, we encourage they reach out to our ************* by either dialing **************** or 611 from their handsets during the hours of 6am-2am CST. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
******* Kazusa
Executive ResponseInitial Complaint
10/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Metro by t-mobile has had my I-Phone 13 Promax locked since 2022.. I previously paid the phone off with T-mobile back in 2021 before I switched to Metro PCS. I was also not aware that metro pcs has a disclaimer of your phone being locked with them for 180 days. Well, I believe my account has way past that time frame. However, I am now needing to switch my services to another carrier, Ive called metro pcs customer service line numerous times this week, I even spoke with **** the supervisor who was VERY rude & did not provide any assistance. Metro PCS does not want to release my I-PHONE 13 pro max to be unlocked, when I originally paid my phone off with T-Mobile. Please help!Business response
10/15/2024
October 15, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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RE: File Number: 22393833
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated October ******, regarding the account referenced in the above-mentioned file number.
After reviewing the correspondence from your office, T-Mobile is unable to locate an account using the information provided. As we are unable locate a current or formerly active account for the customer, we are unable to provide further details at this time.
If the customer wishes to provide their account information listed below to help us locate the account, of course we will review the information and respond to the dispute should we locate an account:
Primary Account Holder name and address (the person who is contractually responsible for the Account)
Complete 9-digit Account Number (if possible)
Primary Account Holder ******** wireless number
Wireless number that is the subject of the Dispute
Account Brand Type that is the subject of the **************** Sprint, Metro, and/or Assurance Wireless.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing ************** or 611 from their handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** *******
Executive ResponseInitial Complaint
10/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This happened on 10-1-2024 At ************************************************************************** I walked in I pay for my phone bill witch was 40 a month plus tax ***** and today my phone was suspended for not paying the phone bill he did not give me a recipe because he said he didnt have any recipe paper that I would receive a text message that I payed the phone bill I need my phone I would like for someone to review the recorded video surveillance cameras on the that day between the hours of 11am - 2pm that day and I would like for someone to contact me asap and if not I will switch phone companies and I will take this matter to the fullest extent god bless thank u very much I have attached a pic of me self to match the surveillance videoBusiness response
10/15/2024
October 15, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: File No. 22393827
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 8, 2024, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to a recent payment and account suspension.
After further review, our customers monthly charges are $40.00 per month. The service cycle runs from the 7th of one month to the 6th of the following month and has a due date of the 6th of each month. As no payment was remitted for the new service cycle dated September 7, 2024, the account was suspended until a payment was remitted on October 1, 2024, in the amount of $40.00, restoring the account. The payment of $40.00 was applied to the service cycle dates of September 7, 2024, through October 6, 2024. Additionally, any time a payment is remitted with an agent, a $5.00 convenience fee is charged.
On October 7, 2024, a new service cycle was now due in the amount of $40.00, as no payment was received the account was suspended for nonpayment. On October 8, 2024, our customer contacted ************* stating that they remitted a payment, and the account was suspended once more. During this time the aforementioned was explained and as a onetime courtesy a partial payment of $32.00 was applied towards the new service cycle dates of October 7, 2024, through November 6, 2024, leaving a balance of $8.00 due. The $8.00 balance was paid by our customer and the service remains active.
Furthermore, our office has confirmed that this matter has been fully resolved, and the payment that was remitted on October 1, 2024, was accurately applied. It should also be noted that we are solely the service provider and we do not have access to the retail locations video surveillance. Should our customer have any further concerns they are welcome to contact ************* directly at the below number or review their payment history online via their application or ***********************************************************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact ************* directly at **************** or 611 from your handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** ******
Executive ResponseInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My phone was cracked and damaged filing insurance claim paid for the phone my phone bill is due on the 4th 4th of every month the phone got here on the 5th I called Metro and let them know that the phone was here they told me I had to pay my monthly payment I paid my monthly payment then they told me I need to pay $27 in order to activate the phone I got from the insurance company that Metro uses I don't think that's fair to me being a customer that's too much money $60 for replacement phone $67 for my monthly payment and then another $27 to activate that phone in one month that's not fair to any customerBusiness response
10/15/2024
October 15, 2024
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File No. 22391567
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 7, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining to an insurance replacement and a Device Change Fee.
After further review, a line on our customers account subscribes to the $9.00 ****************************************** feature. This feature includes an extended warranty and insurance in the event the handset is lost, stolen, or sustains damage outside of the limited manufacturers warranty. The insurance benefits of ************* feature are provided by *********************** (Assurant).
Please note that Assurant and T-Mobile are separate companies, each with separate policies. Customers filing an insurance claim will be required to remit payment for a deductible determined by Assurant. Additionally, once a claim is completed a device replacement will ship directly to the customer. It is important to note that Metro by T-Mobile is unaware when a claim is made and when a replacement device is shipped to the customer. As such, we are unable to validate when a replacement device is provided to the consumer as we receive no notification from the insurance.
On October 8, 2024 , our customer contacted ************* and reported that the device was received from insurance and needed assistance with updating the Sim card. During this time ************* explained that in order to update the *** Card, a fee of $25.00 plus taxes would be charged to the account and due immediately. However, our customer asked for assistance and was able to speak with a supervisor who waived the fee totaling $26.63.
On October 15, 2024, our office was able to validate that the fee was waived as the device was an insurance replacement, and they had not been billed. Furthermore, no further adjustments will be provided as our customer has been billed accurately for services rendered. Should our customer have any concerns regarding this matter, they can contact ************* directly. We regret any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile 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.
Very truly yours,
METRO BY T-MOBILE
***** ******
Executive ResponseInitial Complaint
10/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Started my service with metro on 6/28/24 was put on a $65 service plan and who ever it was that assisted me chose a TCL 50 5 g phone for me and was not told that it was an esim phone because if I knew that I never would have gotten it.Was told that when I received it and got connected to wi fi to call and drop to a lower plan received it on 7/2/24 spoke with several **** and even a managers when I could and was told it was activated.But still couldn't do anything on it was calling in every day telling them this and they're telling telling me theyre going to send me a pin so they can verify me and Im saying I don't even work in a phone store and I know you can't send or receive anything like that if you don't have service.Then ask me to go to a store did that when I got there it was closed but wasn't told before hand that it would ***** they have just been having me doing this and that for 3 months straight with no service at all.Then I found out that the $65 that I already paid they divided into $15 payments within my permission without me even knowing anything about ***** that's to me over stepping your bounds not good business ************** not even giving me any time that I lost for service or anything because it wasn't my fault it there's was told by someone that works with issues like this that it wasn't activated properly to began with.Business response
10/17/2024
October 17, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: Your File No. 22390348
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 7, 2024, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has with their purchase, and we appreciate the opportunity to respond. T-Mobile investigated these concerns accordingly. Please be advised, new activations are eligible to return their equipment pursuant to the Terms and Conditions of Service which can be found at ****************************************************************************;
Please note T-Mobile takes account security seriously. T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by ************* to gain access to the account. If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their T-Mobile handset. If our customer is unable to receive the OTP,they must visit a T-Mobile retail location with a government-issued identification card to reset the account password before access can be granted.
T-Mobile contacted the customer on October 10, 2024, and addressed their concerns regarding the online order and the monthly charges. Additionally, we provided our contact information should they have any additional questions regarding this matter.
Should our customer have concerns regarding their account, we recommend they visit a Metro by T-Mobile retail store or contact ************* at the numbers provided below. The nearest store can be found online at *************************************************************.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.
Very truly yours,
METRO BY T-MOBILE
***** *****
Executive ResponseInitial Complaint
10/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
To whom it may concern, On 103/2024 I went into Metro by T-Mobile *******************************************. With my son to purchase an upgrade and add him onto my plan as a prepaid we purchased iPhone 12 both of our phones cost $576.34. **** stated to me that the line would be $14 to add my son ****** . When I paid for the iPhone 12, the sales rep **** snuck and TCL iPad onto my bill for $159 plus $20 activation fee plus a $97 plus $20 without my permission. I went back into the bag to reveal my charger and look at the receipt and I noticed in little tiny writing that he charged me $159 for a TC iPad and another $144 for activation fees. I immediately got on the phone and talked to customer service **** she stated to me that the phone was not with a planned combined with a tablet that I can take that tablet back,Business response
10/18/2024
October 18, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
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Re: File No. 22382765
To Whom It May Concern:
Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile). As such, T-Mobile provides a response on behalf of Metro by T-Mobile. T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile. T-Mobile is in receipt of your correspondence dated October 7, 2024, regarding the above-referenced file number.
T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the customers concerns are pertaining new device purchases and new line activations.
After a thorough review,T-Mobile found on October 3, 2024, our customer added an additional voice line and an additional mobile internet line to their account. Please be advised, our Metro by T-Mobile authorized dealers are independently owned and operated, and ******** is solely the service provider. As such, we are unable to view the details of transactions completed in store, and we ask that customers return to the point of sale for any concerns with their device purchase.
It should be noted that the return policy is for new account activations only. There are no
returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-
ons or other fees. Handset upgrades are non-refundable under this policy but may be covered by
a limited manufacturer's warranty provided by the manufacturer of the device. We suggest the customer return to the retail location regarding any disputed charges from the point of sale. T-Mobile regrets any inconvenience to our customer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile 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.
Thank you for bringing this matter to our attention.
Very truly yours,
METRO BY T-MOBILE
******* *****
Executive Response
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Customer Complaints Summary
4,320 total complaints in the last 3 years.
1,527 complaints closed in the last 12 months.