Metro PCS Customer Service Issues

I have phone insurance through Metro by T-Mobile. When I contacted them about a warranted replacement, they directed me to a store for assistance. Unfortunately, the in-store experience was unpleasant. The staff member was rude and contradicted the information given on the phone. After contacting customer service again, I returned to the store with them on the line. The situation escalated when the staff member was confrontational and resorted to name-calling, abruptly ending the call with customer service. I am upset about this behavior and believe it is unacceptable.

I am a Metro by T-Mobile customer named N. Stone. Unfortunately, I accidentally dropped my Samsung A03 in the pool, and I cannot locate my new SafeLink phone. I am unable to purchase a new phone and the previous manager who would assist me is no longer there. The new manager has not been accommodating. I have been a loyal customer for a long time. I am considering using an LG phone but unsure if it is compatible with Metro. Can someone assist me? I am on disability and do not have anyone to help me with this situation.

My original phone got cracked and last night the screen was scrambled with multiple apps opening randomly. I could not answer calls properly. A friend loaned me an LG phone as a temporary replacement for my Samsung A11. I moved my SIM card from the Samsung to the LG, but I am having trouble getting service. I have an account with Metro PCS and need my phone working today with the same number. I have an important phone appointment with my lawyer and expect a call from a social worker between 9 am and 12 noon from IHSS. Can you assist me with resolving this issue?

I am currently experiencing a serious issue with Metro PCS. They have wrongfully taken over $[redacted] from my account. Despite paying in cash for several months ahead, I now find that the money has vanished as it was sent to an unknown address not associated with me. Furthermore, a partial refund was issued to a card not linked to my account. This unauthorized access and withdrawal of funds, totaling over $[redacted], is completely unacceptable. I have not been notified of any of these changes, and I am considering legal action. I urge Metro PCS to contact me immediately to resolve this matter.

I have a MetroPCS device that is locked and needs to be unlocked. I had ongoing service with MetroPCS for over [redacted] days, though not consistently with the same device due to replacements for lost or damaged phones. I had maintained a MetroPCS account for at least [redacted] days before switching to a lifeline phone provided by q Link due to financial constraints while being homeless. I am unable to afford the unlocking fee for my device, and I rely on a government-issued SIM card that operates on the T-Mobile network. Unlocking the phone is essential for me to continue using this service. Your assistance in unlocking my device would be greatly appreciated during this challenging time.

Hello, I am Toni. I made two payments of $[redacted] each yesterday but did not receive my phone package as expected. When I went to collect it, I found out that my phone had ended up with someone else and overheard conversations about it. I am disappointed with the lack of customer service and the situation has left me feeling embarrassed. I am seeking a refund for the duplicate charges and want the phone package I paid for. My reference number is [redacted] and my bank records show the double charges at 12:38 PM and 1:33 PM on July 25. I am unable to reach anyone directly as I do not have a specific contact number. I am eagerly waiting for a response. Thank you.

My automatic payment just processed for my $25 plan, adding an extra $5 because of insurance, totaling $30. However, my service is now off, stating I owe an additional $10. I'm considering switching providers if I can't find a resolution. I prefer to stay with Metro but need assurance that my ACP will cover the bill correctly.

I was hoping to upgrade my phone with my husband, but when I checked the website, it showed that my phone is an iPhone 13 Plus instead of my actual iPhone 11 in white. I have picture proof and plan to take screen recordings from my phone as evidence. I also noticed that the IMEI shown for the "13 Pro" is the same as my current phone. I purchased my iPhone 11 from Apple more than a year before switching to Metro, so I am confused if I have been charged for an iPhone 13 Pro all this time.

I recently bought a Motorola 5G Stylo phone, but had to return it the next day because it was not charging. Despite being out of stock for the same model, the store processed an insurance claim, and after waiting over a week, I received a replacement. Unfortunately, this replacement phone came with viruses. I am bombarded with notifications claiming that my phone has a trojan virus, I am being tracked, and my accounts are at risk of being hacked. I am concerned about the quality of the replacement and disapprove of being charged for a malfunctioning new or refurbished phone with viruses, especially after the inconvenience of the initial return due to theft of my previous phone.

On July 12, [redacted], I accompanied a 62-year-old woman, a cancer patient who depends on her phone for all medical requirements, including chemotherapy and appointments. Unfortunately, on July 14, [redacted], the power button got stuck inside and the phone has only been with us for 2 days before breaking. Despite requesting a replacement, we were asked to leave the store without any solution, leaving this SENIOR in dire need. It's crucial that her phone gets replaced promptly. Your assistance is greatly appreciated.

I submitted a request over two months ago to transfer my Lifeline or the ACP to my account, but it hasn't been done yet. My phone bill is still $50, and now my phone is off as I can't pay it. Being a single parent currently unemployed, I find it unfair to be charged this amount. I urgently need help to rectify this so my service can be restored. My kids need to contact me in case of an emergency. I believe this situation is due to your oversight. I previously followed the steps required through the ACP mygov.gov site for the switch over, and although I was approved, no action was taken by you. Currently, I'm struggling without proper phone service depending only on Wi-Fi when available. I switched to your company for service quality similar to T-Mobile, from which I was a long-time customer. Please contact me promptly to resolve this issue, as I wish to remain a customer. If not addressed, I will consider leaving. Thank you.

Over two months ago, I applied and was approved for the ACP plan. I had it on another phone and transferred it to Metro myself as instructed. I sent everything to Metro, but my account hasn't been updated, and now my service is disconnected. I don't have enough money to pay a bill that should be lower. This is the second time this issue has happened. I tried reaching out but didn't get any help. Unfortunately, I'm unemployed, making it tough to afford a bill I shouldn't have to pay. I was promised a solution and a free tablet, but none of that happened. Now, my kids can't reach me. I'm using Wi-Fi to communicate, hoping there are no emergencies. I expected T-Mobile-level service from MetroPCS since you are associated, but I am disappointed. Please resolve this and consider compensating me for the trouble. Your help is appreciated. Thank you.

I recently purchased a phone at a Metro PCS store and unfortunately broke it shortly after. I'm trying to activate an old Metro phone but can't access my account because the store rep didn't provide me with the PIN or security answer she set up. Despite visiting another location and providing all my details except the one from the initial rep, I'm unable to resolve the issue. Now, I'm frustrated as I paid for a month of service and can only make emergency calls due to a SIM swap error. After a challenging journey to a library, I couldn't find customer service assistance on Metro's site. I'm using a third-party chat as a last attempt to activate my SIM card. I'm exhausted and disappointed with the lack of customer service efficiency. Please reset my account PIN and security question and address this promptly. Thank you for your understanding.

When my daughter moved out, she switched to a different service provider but wanted to keep her Metro number. However, the number transfer process took so long that she had to get a new number instead. Despite multiple attempts to cancel her line of service, I was informed it couldn't be done due to an ongoing number transfer request. Unfortunately, she's unable to have the request removed by her new provider. Now, I'm left questioning why I have to keep paying for a dormant line indefinitely. This situation has me reconsidering my loyalty to Metro, even though I've been a customer since [redacted].

Last month, my brother and I went to get him a phone. I had to provide information about him being on food stamps, disability, and using a wheelchair. I handled the process for him. Recently, his phone got disconnected for non-payment, although he shouldn't have any fees, as the service is meant to be free for him. We are confused about the situation. If necessary, we are open to switching companies. Please clarify the issue for us. Phone number: [redacted] Name: Jim H.

My phone was stolen, and despite reporting it, it's still active. I had insurance, but can't access any online accounts linked to that number. Customer service at the store where I purchased a new phone with a different carrier has been unhelpful in canceling the service and transferring my number. They are asking for $76 to mail me a replacement phone, but I just want an unlock number to regain access to my accounts right away. It's frustrating that I paid for insurance and I'm facing such difficulty with customer service.

I contacted the customer service months ago to deactivate a stolen line and apply the AFC credit to my account. During the call, I provided the necessary code and discussed discontinuing the [redacted] number associated with my account. I sought reassurance that this action would not affect my Google One and Amazon Prime accounts, which the representative confirmed. With autopay in place, I assumed everything was in order. However, upon updating my payment details, I discovered that the line was still active, and the discount had not been applied as promised. This oversight has resulted in me unknowingly paying an extra $45 each month. I am frustrated by this situation and intend to have the initial requests fulfilled. Furthermore, I expect to be reimbursed for the excess payments made since the initial request, especially considering there is a recorded call verifying my instructions, which were not carried out as agreed.

Over 7 to 8 months ago, I placed an online order for a Motorola Stylus 5G which was supposed to be free with only the first month's payment required. However, I received a TCL Stylus 5G instead due to MetroPCS's policy of offering a comparable device if the original one is not available. Despite my preference for a Motorola, I reluctantly accepted the TCL. Later, I purchased a Stylo 5 from a friend, only to discover it was stolen. Although MetroPCS assured me it was compatible, I encountered issues when I transferred my service to the stolen device. I now request to have my service reinstated on the TCL phone. The situation has been frustrating, starting from not receiving the desired Motorola phone. I hope MetroPCS can rectify this by providing the promised Motorola Stylus 5G and crediting my account for the inconvenience.

I paid $[redacted] for my phone bill, but all 4 of my lines were shut off because of the home Internet issue, which is unfair. I believe I should not have to pay for the home Internet until 2 weeks after my phone bill. It is disappointing how Metro is treating us. After being loyal for 5 years, I feel let down. I have decided to switch my service to Boost Mobile due to this experience. I am requesting a refund of my money, or I will consider legal action.

After my phone was stolen, I purchased a new one. However, I am unable to access my old emails as none of my recovery information seems to be working. The system keeps indicating that the information provided may be inaccurate even though it has not been altered. I am facing challenges with my email account. Is there an alternative method to get in touch with you? Here is my email for your reference: [redacted], and my phone number is [redacted].