Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid$30.00 to port my phone number to metro by t-mobile, and they messed up never ported my number over, every time I call their customer service I just get the run around, and they refuse to give me a refund.

  Business response

  02/11/2025

  
  February 11, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22880278
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated January 31, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to a refund request for issues porting their line to Metro by T-Mobile.  T-Mobil investigated these concerns accordingly.
  
  Please note, T-Mobile strictly complies with the Number Portability process.  To complete a port request to move a number from one carrier to another, a port request must be made with the new carrier, including providing personal information used to ensure the port request is authorized.  As such, the individual requesting the number to be ported would need to provide at least the following information: the correct account number, phone number,and the correct account PIN/Passcode. Furthermore, porting guidelines require that the number to be ported must be active at the time of the request and throughout the porting process.  If at any time during the porting process the number is disconnected, the port will not be completed.  It is important to note, some carriers may provide a unique port-out PIN for port authorization, and in these cases that port-out PIN will also be required.
  
  ********************** customers may return a newly purchased handset or cancel their service within 14 days from the date of purchase or activation of service. The handset must be returned to the original point of sale with accompanying receipts in like-new condition, and they must contain all original packaging and accessories.  It should be noted that the return policy is for new account activations only. There are no returns, refunds, or credits for prepaid service fees, monthly service, application downloads, add-ons or other fees.
  
  Our records show our customer activated service on January 28, 2025, and attempted to port in the number ending in 7373; however, the port in could not be completed due to a port out block with the previous provider. On January 30, 2025, the port-in request was cancelled due to this issue.  Please note, on February 1, 2025,a new port in request was submitted, and as the port out block had been lifted,the number ending in 7373 was successfully ported in on the same date. 
  
  It is important to note that per our Return Policy, prepaid service charges such as the $30.00 activation payment remitted by our customer at time of activation are non-refundable.  As such, T-Mobile respectfully declines our customers refund request.  Our customers services are currently paid through February 27, 2025, and should they no longer require the service, they are not obligated to remit further payment for prepaid service charges;however, should they wish to port the number ending in 7373 out to another provider, they must complete this port out while the number remains active.  T-Mobile regrets any inconvenience to our customer.
  
  Furthermore,we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

  Customer response

  02/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  01/30/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 30 2025 a charge of ***** was attempted on my cash app account for a bill that was not mine I called Metro PCs for a explanation of how someone could even gain access to my card info to attempt this payment the ***resentative then asked me for my card number I of course refused asked for the credit of the amount for the inconvenience the *** was not helpful or concerned about the action that had just taken place ther is a breach of information in this company and they are not even concerned about it I would like them to pay my service for the remainder of the year for the inconvenience of not being able to unlock my card to even make a purchase and having now to cancel this card and get a new one my bill is 80.00$ a month

  Business response

  02/04/2025

  February 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:      File No. 22880478
  
  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 January 30, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding an attempted charge to their credit card, and we appreciate the opportunity to respond to this matter.  Upon reviewing this issue, we understand that our customer's concern pertains to an alleged draft of $55.00 from their Cash App card to a Metro by T-Mobile account.  As such our customer is requesting the service to be free until the end of the year.  
  
  After a thorough review of the account, our office was able to validate that the monthly service charges are $76.00 per month.  ********** was able to confirm that we have no recent payments reflecting a $55.00 charge to this account ending in 0065.  
  
  As such it is recommended that our customer dispute the unauthorized payment(s) or attempted transactions through their financial institution or credit card company directly.  The ************************ (***) has a process in place for consumers disputing bank transactions to follow.  The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.  
  
  After a thorough review of the account, we have been unable to identify any error on T-Mobile's part.  Furthermore, we have been able to validate that the account has had no breach of any kind or unusual activity.  Therefore, we must respectfully decline to provide a refund or a bill credit.
  
  If the customer believes that someone may have unauthorized access to their credit card, we recommend that they contact their credit card company directly to cancel the card and obtain a new one with different numbers.  Should the customer believe that they are a victim of identity theft, we recommend that they contact their local law enforcement.  T-Mobile will remain available to assist law enforcement with any resultant investigation. 
  
  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
  
  ***** Anglin 
  Executive Response
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called metro pcs to get a phone I had activated. The sales *** let me explain to him that I only needed the phone I had in hand activated. He said ok and then ordered me a Sim card that I didn't need and when I asked why my phone wasn't working he then told me he messed up and need to send me to tmobile by metro to receive my refund for his mess up. I was given the run around about what the *** had did and what I was asking. I then emailed metro explaining everything. Metro told me to send the Sim card back when it came and they would refund me my $46.15. I sent the Sim card back they have received the card and still will not refund me my money. Metro pcs I feel scammed me because they took my money and asked for the product back, they received the card and still haven't gave me my refund.

  Business response

  02/05/2025

  
  February 5, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22879963
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated January 30, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, our customers concerns pertain to a refund request for their initial activation payment.  T-Mobile investigated these matters accordingly.
  
  Please be advised, Metro by T-Mobile is a prepaid service and per our Terms and Conditions, which can be found at **************************************************************************** are no returns, refunds or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Furthermore, our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.
  
  The ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Should our customer wish to dispute their payment further, we encourage them to contact their financial institution directly. T-Mobile regrets any inconvenience to our customer.
  
  Furthermore,we provided them our contact information should they have any additional questions regarding this matter. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ******* *****
  Executive Response
  

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have closed my account about approximately a month ago with T-Mobile, by transferring my phone numbers to a different carrier including my tablet. I received a bill showing my tablet is still active.

  Business response

  02/07/2025

   

  
  

  February 7, 2025

  
  

  FILED ELECTRONICALLY

  
  

  Better Business Bureau 

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

  Boise, ID *****

  
  

  Re: Your File Number: 22875927

  
  

  To Whom It May Concern:

   

  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 29, 2025, regarding the account referenced in the above-mentioned file number.  T-Mobile is pleased to report we have resolved this matter to our customers satisfaction.  

  
  

  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns pertain to a canceled account and billing. 

  Upon review, our customer had several active voice lines of service and one Mobile Internet line of service.  In addition, our customer enrolled the account to AutoPay.  Please note the account was billed by a system known as bill current, which means charges for the rate plan were billed in advance of the service being provided and became due within that billing cycle.

  
  

  A few months ago, our customer ported their voice lines to a different carrier a day before the last day of the billing cycle.  Later the same day, our customer spoke with ************* and requested the account, including the remaining Mobile Internet line, be canceled; however, the account remained active due to an inadvertent error.  Shortly after, our customer remitted a payment via ******* for services used from the first day of the previous billing cycle, which reduced the account balance to zero.  Further, because the account remained active, the account was subsequently billed for a month of service and the billing statement included a new monthly service charge for the Mobile Internet line.

  
  

  Recently, our customer spoke with ************* again and the account was canceled effective the same day, pursuant to their request.  As such, a final billing statement will be available on or shortly after the close date of the current billing cycle.

  
  

  On February 3, 2025, our office spoke with our customer and apprised them of the above.  In addition, we discontinued the accounts enrollment to ******* and provided our customer with an amicable resolution.  Furthermore, we provided them our contact information should they have any additional questions regarding this matter.  

  
  

  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.  Thank you for bringing this matter to our attention.

  
  

  Very truly yours,

  
  

  T-MOBILE USA, INC.

  
  

  
  

  **** *******

  Executive Response

  
  

  Customer response

  02/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a watch ?? he was to busy to set it up .the watch did not work by the time I have to come back he said sorry you only have 14 days for refund. It expire yesterday . Refused to give me his name. I call customer service before the 14 days to cancel the line because they send me the bill . His excuse was can't exchange or refund because you cancel the service on the watch. I did not know if you cancel the line .I will be stock with $108 . I went to another metro they said it was optional to then they can bi-pass that. .I went back they refused & refused to give me the regional manager

  Business response

  02/04/2025

   
  February 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22867238
  
  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 January 29, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced with their recent device purchase, and we appreciate the opportunity to respond.  It is important to note 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 the store.  It should be further noted that ************* is not able to process refunds for transactions that take place in a Metro by T-Mobile store, and we ask that customers return to the point of sale for any concerns with their purchase.  
  
  Customers may return a Device or accessory (Device) within 14 days of the purchase date of the original Device.  Customers must return the Device with its receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Devices hardware or software.  Returns must be made at the original point of sale, and all returns must be made for reasons outside of warranty issues.  There are no returns, refunds, or credits for prepaid service fees, monthly service, application download, add-ons, and other fees.  Additionally, any refunds are handled solely by Metro by T-Mobile stores.  It is important to note, Metro by T-Mobile provides a 14-day Return Period for new activations only; handset upgrades are not eligible for a return or a refund and are considered a final sale but may be covered by the limited warranty provided by the manufacturer.  Additional information is available at **********************************************************************************;
  
  T-Mobile records reflect our customer purchased and activated a ******* Galaxy Watch FE device on January 9, 2025.  Our customer was previously subscribed to the $10.00 ******* Watch Paired rate plan for their watch line of service.  
  
  On January 24, 2025, our customer contacted ************* and requested that their watch line of service be cancelled.  As such, ************* processed the cancellation of their watch line as per their request.  
  
  Please be advised, the ************************ (***) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Adherence to the *** process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the *** to track identity theft occurrences and keep the public informed on new scams.  
  
  Regrettably, as the 14-day Return Period had elapsed, our customer was not eligible to return the ******* Galaxy Watch FE device.  As such, we respectfully decline our customers request for a refund.  If our customer wishes to dispute the above-referenced transaction further with their financial institution, they may contact their financial institution directly.
  
  T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during our customers recent contact with the ********************** authorized dealer.  T-Mobile regrets any inconvenience to our customer. 
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  **** *****
  Executive Response

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a phone from metrics on **************** in ****************. I had it just a few hours and was receiving repeated fraud calls which led to attempts to steal my identity. I filed a police report and *** report. The store wont give me money back despite me having the phone, original packaging, and store receipt.

  Business response

  02/04/2025

  February 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22866454
  
  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 January 28, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding their device purchase, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, our customers concerns are pertaining to a refund for a device purchase completed at a retail location.  
  
  After further review, our office was unable to locate an account with the information provided.  As such we will do our best to address their device purchase concerns.  Please note, that Metro by T-Mobile provides a 14-day return period for new activations, allowing customers to use the handset to see if it meets their needs.  However, pursuant to the Terms and Conditions of Service, upgrades are non-refundable and non-returnable but may be covered by the limited warranty provided by the manufacturer.  All details regarding the return policy can be located at  ********************************************************************;
   
  Please be assured that T-Mobile strives to provide world-class service to all our customers on each contact.  Although ********************** retail locations are each independently owned and operated, and Metro by T-Mobile is solely the service provider, we make every effort to ensure our customers are provided with complete and accurate information and that they have a professional and courteous experience with our authorized dealers.
   
  As we are solely the service provider, regretfully, we are unable to view any transactions completed in-store, and we are unable to complete refunds for upgrades or provide an exchange for purchases completed at a retail location.  As such, we respectfully decline to provide a refund.
  
  On January 31, 2025, our office contacted our customer via email and requested the account information and explained the aforementioned.  However, as we have not heard back from our customer, we recommend that they disputes any payments with their banking institution directly if applicable or return to the retail location should they be within the 14 days return period.  If our customer feels they are subject of an unlawful act, T-Mobile recommends that they contact their local, state, or federal law enforcement for further assistance.  T-Mobile will of course fully cooperate with any investigation undertaken by local law enforcement with respect to our customers concerns.  T-Mobile regrets any inconvenience caused 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.  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 Response
  

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SOMETIME AROUND THE BEGINING OF LAST YEAR, I WENT INTO THE METRO PCS STORE AT ***************************************. I WANTED TO BUY A NEW PHONE. I AM 90 YEARS OLD. THE SALESPERSON WAS NAMED PRECIOUS. SHE STOLE ME AN OLD USED PHONE AND SHE TOOK MY NEW PHONE, THEN SHE ADDED 2 EXTRA LINES WITH TABLETS AND INTERNET SERVICE. WHICH I NEVER RECEIVED. I JUST FOUND OUT ABOUT THIS A FEW DAYS AGO. WHEN MY PHONE STOPPED WORKING. I HAVE BEEN CHARGED FOR PRODUCTS I NEVER ORDERED NOR AUTHORIZED! SHE HAS ACCESS TO MY ACCOUNT. I HAVE BEEN PAYING ***** PER MONTH AND MY BILL SHOULD BE 25 PER MONTH. I HAVE WENT TO 5 DIFFERENT STORES FOR HELP AND I HAVE CALLED THE CUSTOMER SERVICE LINE OVER 20 TIMES. PLEASE HELP ME. MY PHONE IS NOT WORKING. I AM VERY AFRAID BECAUSE SHE HAS ALL MY INFORMATION. THEY HAVE NOT BEEN HELPFUL. MY PHONE IS NOT WORKING, I DO NOT HAVE ACCESS TO MY ACCOUNT. I DO NOT FEEL SAFE. NO ONE WILL HELP ME

  Business response

  02/03/2025

  
  February 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22855458
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under ***************** (T-Mobile).  As such, T-Mobile provides a response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated January 27, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer has regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter,our customers concerns pertain to a dispute regarding their account services.  T-Mobile investigated this matter accordingly.
  
  Our records show our customer activated service on October 22, 2023, with two lines, one voice line ending in 1500 charged at a rate of $25.00 per month, and one tablet line ending in 4631 charged at a rate of $10.00 per month.  On January 22, 2024, an additional tablet line ending in 9460 was activated, and charged at a rate of $20.00 per month,for a total monthly balance due of $55.00 per month. 
  
  On January *******, our customer contacted ************* to report they did not request either of the tablet lines to be added to the account. Our customer requested the removal of these lines but was unable to provide sufficient verification to access the account.  Please note, on January 25, 2025, our customer successfully verified the account, and the lines ending in 4631 and 9460 were cancelled per their request.
  
  Upon review of our customers account, our records confirm multiple successful long duration incoming and outgoing calls, and current cycle data usage registered.  Furthermore, our review did not identify any indication of unauthorized access to the account, or recent changes made without customer request.
  
  Please be advised, Metro by T-Mobile is a prepaid service provider, and balances owed for prepaid service charges are due on or before the first date of each new service cycle.  Payments made for prepaid service charges are non-refundable, regardless of usage or line status.  Customers may cancel prepaid lines of service at any time with no obligation to renew service each month.  As such, T-Mobile respectfully denies our customers request for refund.  We encourage our customer to review their account details going forward by accessing their online account management at **************************************** to ensure all account details are as expected, and to contact our ************* for assistance with any necessary changes. T-Mobile regrets 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
  
  ******* *****
  Executive Response
  

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I no longer have a watch with cellular capabilities. I called ************ at 3:23pm EST to remove the device with the number ending in 5374 and the $10 Metro Paired Smartwatch plan from my account. The *** refused to do so which makes no sense since I am now using a more basic model watch without cellular capabilities. Please correct this issue for me since the phone agent refused to do so.

  Business response

  02/03/2025

   
  February 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22864146
  
  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 January 27, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experience with their ********************** account and we appreciate the opportunity to respond.  As a prepaid service, Metro by T-Mobile requires payment prior to the due date each month.  Customers are required to pay for the month of service in advance.  It should be noted that our customer remitted a payment of $10.00 on December 30, 2024, for the $10.00 ******* Watch Paired rate plan.  Furthermore, our customers statement cycle runs from the 30th of one month through the 29th of the following month with the payment due date on the 29th of each month.  As such, the $10.00 remitted payment was for our customers first statement cycle running from December 30, 2024, through January 29th, 2025.
  
  It should be noted that per our Terms and Conditions available at *******************************************************************************;
   
  Our Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused service, lost or stolen prepaid cards, or coupons.
  
  On January 27, 2025, our customer contacted ************* to cancel their watch line of service.  As our customer was within the first 30 days of their activation, the cancellation was not processed as they had remitted a payment for their first month service charges, and the service charges would not be refundable as outlined above.  We regret any misunderstanding this may have caused.
  
  Should our customer wish to complete the cancellation of their Metro by T-Mobile watch line, we request that they contact our ************* team by calling ****************, or by dialing 611 from their Metro by T-Mobile handset to complete their request.  T-Mobile regrets any inconvenience to our customer.
  
  Thank you for bringing this matter to our attention.  Customers may contact ************* either by dialing **************** or 611 from their handsets during the hours of 6am 2am CST.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  **** *****
  Executive Response

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/31/2024 METRO BY T-MOBILE - 801 Location: ******, ** Purchase Date: 10/31/24 Category: Utilities Metro by T-Mobile $194.87 Unauthorized Purchase made to ********** card.Metro by T-mobile online account transactions as well as spoke with **************** *** ***** on 1/24/2024 and confirmed only a purchase of $85 cash was recorded that day for purchase of a new phone and line on Metro by T-mobiles database. (Can provide proof)Women sales *** at store Elkton Md- Fraudulently and illegally added a Tablet 8 for her own personal use to my account which has been removed from my account by ********************** cooperate ***. ** December 31, 2024. (SEE BBB File No. ********)** 10/31/2024 sales agent at store requested ********** Card for so called "Verification" and "no charges would be made to card" for adding a new phone and line to my account. Card is used as primary source of payment to prior bills and transactions within store and MYMETRO APP. It was later discovered that as well as committing Fraud/theft by adding a Tablet I never agreed nor took possession of that a charge was made for $194.87 to my card, yet only payment shown on statement by Metro website on 10/31/2024 was a cash payment of $85. "It should be noted that stores are independently owned and operated, and Metro by T-Mobile is solely the service provider and there for unable to substantiate fraud as they are not able to access any retail store records"-as stated in BBB (File No. ********).- Each time I returned to store to request a manager/owner to address issues was told by sales agent the systems where down and I had to contact Metro customer service for further help and have been given a run around. No answer via provided website listed number for store during business hours either. Sales women used/charged my card- took ownership of tablet while charging my account for two months before having Metro directly remove it.

  Business response

  02/03/2025

  
  February 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:     File No.  22855307
  
  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 January 27, 2025 , regarding the above-referenced file number.  
  
  T-Mobile regrets any continued concerns our customer has regarding the account, and we appreciate the opportunity to respond to this matter.  In reviewing this matter, the customers concerns were pertaining to a store transaction at a Metro by T-Mobile retail store.
  
  T-Mobile contacted the customer on February 3, 2025, and the customer advised that their account has been resolved with the assistance from our ************* to their satisfaction and they had not further concerns at this time. 
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  ***** *******
  Executive Response
  

  Customer response

  02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The service provided by Metro is the best. The store itself will never see mine, any associates, friends or families business again. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to get help from ******** for 5 days. I just need to transfer our phone numbers to ************ so we can use *********** instead of TMobile. The account holder is my elderly Father, ***** *******. He is suffering from Congestive Heart Failure and Kidney Disease. He is dying and I'm helping transfer and close accounts. After 3 days of trying to do the simple steps to transfer, we now had no service from either provider. My Dad's line was shut off. He fell in the morning and couldn't call out for help. I was at work. I have since been trying to get his line back in service and just get help to transfer. I finally went into the store in ***********, ****. I explained needing to switch to ************ but the TMobile process to simply transfer 2 lines wasn't working. The manager of this store wasn't concerned or helpful! He had an associate run through all the steps I had just done online with TMobile customer service. They couldn't fix it either... they needed ***************** So they had me call again for the 3rd or 4th time of the day and sit on hold with ***************** The associate who helped me was helpful and even asked the Manager if they could escalate this. Manager said "No". I waited for ***** mins and finally stormed out, hoping my dad who can't call me is okay. I had just told so many people that my 87 year old Father, who I take care of, fell and his phone had been shut off- Unauthorized and I can't get anyone to get his line working. At this point, my line has also been discontinued by TMobile. The advice on the personal chat "Call this number". I have no phone service to even call for assistance. I am demanding they fix this issue because my Father's health is at risk and he fell but couldn't use his phone.

  Customer response

  02/04/2025

  I am notifying you that the issue with TMobile has been resolved.  I was able to get a very knowledgeable representative from *********** who talked TMobile through the process.  My father and I have service now.  I still can't believe the terrible customer service from **********************.   

*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. ↩