Complaints

• 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 **********************.   

• Initial Complaint

  01/25/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to share with you the abhorrent, inexcusable service I received while simply trying to deactivate a $15/mo *************** The agent kept me on hold for an hour, and it wasnt until I told him I would be taking my remaining phone numbers to Cricket Wireless that I got to talk to his supervisor, that he told me was the only person who could cancel. The supervisor, who was ***ortedly the highest level of escalation, wasted an additional 40 minutes of my time. After making the same aggressive sales pitches the agent had, she just started ***eatedly telling me to Just take the offer and This is your best option and Just wait until your due date "we don't want you to cancel any of your services" in continuous loop, each followed by several minutes of silence. I felt like I was being extorted out of $15 per month for the rest of my life. I was so infuriated by this unacceptable behavior that I got in my car and drove to my nearest T-Mobile, where the clerk told me they do not have the ability to deactivate a line in-store, and that ************* would have to take care of that. The in store *** tole me "They do this all the time." Presented with this information, I frankly asked the ************* supervisor on the phone if she would be deactivating my service or not, and if she was capable of deactivating my service, and if there was someone else I needed to speak to to cancel the service. The only response I received to any of these questions, which I ***eated with the same tenacity as her canned robot responses, was silence. After an hour and 40 minutes of trying to free myself from a $15/month add on service, I gave up and simply decided to port out both of my remaining desired numbers to a different mobile carrier.

  Business response

  01/30/2025

  
  January 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:     File No. 22857621
  
  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 25, 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 to this matter. In reviewing this matter, the customers concerns are pertaining to their experience when they reached out to our ************* to request cancelation of a mobile internet number.
  
  After a thorough review T-Mobile confirmed the customer contacted our ************* and we offered to lower the rate plan, provide a device upgrade, or process a Change of Responsibility in an effort to retain the customer.  However, the customer declined the offers and escalated to a supervisor.  The supervisor also provided the customer with retention offers and the call dropped.  There were no changes made on the account and the account remains active with their two voice lines and mobile internet line.   
  
  Please be assured that T-Mobile strives to provide world-class service to all our customers on each and every 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 the customers recent contact with our *************. 
  
  T-Mobile contacted the customer on January 30, 2025, and we provided them our contact information via voicemail should they need assistance or have 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

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went the T-Mobile Store on 01/23/25 to have my phone repair because I had so many pop-*** showing up on my phone. I had a Mr. **** helping try to fix my phone. According to the Employee he had fix the phone and he removed a lot of app&#**;s that was on my phone. The phone is still not working correctly and I want my phone replace immediately. I want another replacement phone.

  Business response

  02/06/2025

  February 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re: Your File Number: 22852803
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 24, 2025, 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, their concerns pertain to a phone that is not functioning as expected.
  
  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that customer is not an authorized user on the account which is associated with the mobile number they provided and as such, we will not be contacting the customer regarding their correspondence to your office.  
  
  On January 29, 2025, our office contacted the account holder and processed a warranty exchange of their device.  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
  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with you guys earlier this year and have not heard one thing in 3 months from this lady I have emails from her saying she's getting my emails and I again have heard nothing my phone issues have been getting worse and the stocking has gotten worse by the employees from the T-Mobile Metro on *************** in ******************

  Business response

  02/04/2025

  February 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ****************************
  *************************
  
  Re:       Your File No. 22851876
   
  
  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 24, 2025, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns our customer may have experienced with the above-referenced account, and we appreciate the opportunity to respond.  Upon reviewing this issue, we understand that our customer's concern pertains to a refund request due to a device issues and ********************** retail concerns. 
  
  Upon a thorough review of our customers ********************** account, we have confirmed that the warranty for the **** G 5G device expired on January 24, 2024.  However, we recommend that our customer contact ************* directly to complete any necessary troubleshooting steps.  
  
  Regarding our customers **************** experience, 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 our retail location and *************.
  
  Furthermore, after reviewing the account, we found no evidence of any compromising, illicit, or anomalous activity on our customers account.  Should our customer believe they are a victim of identity theft or subject to an unlawful act, we recommend they contact local, state, or federal law enforcement authorities.  T-Mobile will of course fully cooperate with any investigation undertaken by law enforcement with respect to their concerns.
  
  On January 29, 2025, our office reached out to our customer to explain the aforementioned.  We are aware of anyone who has been in contact with our customer, other than the previous responses provided from our office.  Should our customer be in contact with the retail location directly, we have no ability to review these transactions or track these conversations as we are soley the service provider.  Should our customer require further assistance with their device, we encourage them to contact ************* and provide details of the issue.  At that time, we can troubleshoot the device to determine whether the problem is device-related or coverage-related.  Additionally, we ask that our customer contact us at the number below to share any concerns regarding the retail location.  ************* can then file feedback directed to the retail store.  
  
  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
  
  ***** Anglin 
  Executive Response
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 13, I paid for the $75 plan with Metro by T-Mobile, but later decided to downgrade to a lower plan since I dont use data or calls and requested a refund. The representative initially spoke with a manager and confirmed that I would receive a $75 refund to my original payment method, creating ticket #********* for the process. However, that ticket was declined the same day without any proper notice. I also have a voice recording of this conversation where they confirmed that the refund would be processed within that timeframe.When I called back, another representative informed me that I would only receive a $40 refund, stating that $35 was for the service provided during that month. They created a new ticket, #********, and assured me I would receive the refund within 3 to 5 business **********, I spoke with another manager who stated they could not do anything and apologized for the false information provided by previous employees. This process has been frustrating, with repeated delays and broken promises of resolution. I would appreciate BBB's assistance in ensuring I receive the full $75 refund for a plan I have not used.

  Business response

  01/30/2025

   
  January 30, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      File No. 22851039
  
  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 23, 2025, regarding the above-referenced file number.  
  
  T-Mobile regrets any concerns our customer may have experienced with their ********************** account, and we appreciate the opportunity to respond.  Our customer activated their ********************** account on January 12, 2025, and was previously subscribed to the $75.00 Metro Flex Plus rate plan.  At the time of activation, our customer remitted a payment of $129.11 for the $75.00 Metro Flex Plus rate plan and $54.11 for the Apple iPhone 13 which included taxes.
  
  Metro by T-Mobile is a prepaid service, and balances for the upcoming cycle are due on or before the listed due date. If payment is not made in full by the due date, service will be temporarily suspended until the full balance is paid.  ********** is suspended or canceled, customers are still responsible for the full monthly service amount.
  
  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. You will not have access to detailed usage records or receive monthly bills.
  
  On January 15, 2025, our customer contacted ************* requesting a refund for the $75.00 payment that was remitted at the time of activation.  However, the request was denied as there was no credit balance available for refund.  Therefore, T-Mobile considers the payment valid, and we respectfully decline our customers refund request.  We regret any misunderstanding this may have caused.
  
  On January 18, 2025, our customer contacted ************* and requested a rate plan change to the $30.00 with AutoPay - $35.00 1st Month rate plan.  As such, ************* completed this request and as a result of the mid-cycle rate plan change, our customers account reflected a credit balance of $32.00 of which future charges will deduct from until depleted. 
  
  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.  
  
  If our customer wishes to dispute the above-referenced transaction further with their financial institution, they may contact them directly.  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

  Customer response

  01/30/2025

   
  Complaint: 22851039
  
  I am rejecting this response because:

   

  I am extremely disappointed with the way my concern has been handled. On January 15th, your representative assured me that I would receive a $75 refund within 3 to 5 business days. However, this promise was not fulfilled.

   

  When I contacted ************* again on January 18th, I was given another false assurancethis time stating that $35 would be applied to my monthly plan and $40 would be refunded to my original payment method. Yet, after waiting another four days, I reached out again, only to be met with another misleading response that was unrelated to my initial concern.

   

  Upon requesting to speak with a manager, I was told that nothing could be done at this point, despite acknowledging that the mistake was on your end. While an apology was given, it does not resolve the issue or make up for the repeated misinformation and lack of action.

   

  Now, this latest response from T-Mobile/Metro continues this pattern of incorrect information, further adding to my frustration. This situation is highly disappointing and completely unacceptable. I expect immediate action to correct this.
  
  Sincerely,
  
  Hash Pan

  Business response

  02/06/2025

   
  February 6, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re:      Hash Pan
  Your File No. 22851039
  Metro by T-Mobile Account No. *********
  
  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 February 5, 2025, regarding the above-referenced account.  
  
  T-Mobile regrets any continued concerns Hash Pan may have experienced with their Metro by T-Mobile account and we appreciate the opportunity to respond.  As indicated in our response dated January 30, 2025, 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. You will not have access to detailed usage records or receive monthly bills.
  
  Hash Pan activated their Metro by T-Mobile account on January 12, 2025, and was previously subscribed to the $75.00 Metro Flex Plus rate plan.  At the time of activation, our customer remitted a payment of $129.11 for the $75.00 Metro Flex Plus rate plan and $54.11 for the Apple iPhone 13 which included taxes.
  
  On January 15, 2025, Hash Pan contacted ************* and requested a refund for the $75.00 payment that was remitted at the time of activation.  As such, ************* submitted a refund request, however; the request was denied as there was no credit balance available for refund.  
  
  Hash Pan contacted ************* on January 18, 2025, and requested a rate plan change to the $30.00 with AutoPay - $35.00 1st Month rate plan.  As such, ************* completed Hash **** request and as a result of the mid-cycle rate plan change, our customers account reflected a credit balance of $32.00 of which future charges will deduct from until depleted.
  
  It should be noted, on February 2, 2025, Hash **** remitted payment of $75.00 on January 12, 2025, was returned unpaid.  As a result, Hash **** service was suspended on February 2, 2025.  If an account is unpaid or otherwise not in good standing, the service may be reduced, suspended, or terminated.
  
  On February 5, 2025, Hash Pan requested an extension or UNHotline (***).  A *** is an extension that can allow services to be temporarily extended 72 hours beyond the due date to allow the customer additional time to remit payment.  Please note a *** can be requested by contacting *************, via the ********************** website, or via the MyMetro app and can only be utilized one time in a month per account and only allows calls and text messages.  At that time, a *** was provided to Hash **** account reinstating their services until February 8, 2025.  
  
  On February 6, 2025, our office contacted Hash Pan and advised on the aforementioned details.  To amicably resolve this matter, our office offered a credit of $75.00 on Hash **** account and advised that any credit balance on the account would not be refundable and that future charges will deduct from the credit balance until depleted.  Regrettably, Hash Pan declined this offer, and the aforementioned credit was not issued to their account.
  
  Please be assured 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.  We apologize if any ********************** employee failed in any way to display that during Hash **** recent interaction with *************.  T-Mobile regrets any inconvenience to Hash Pan.
  
  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 Response

  Customer response

  02/08/2025

   
  Better Business Bureau:
  
  To Whom It May Concern,
  Thank you for your detailed response and the efforts made to address my concerns following the filing of my complaint. However, as discussed over the phone, I remain deeply disappointed with the service and the repeated false promises I have experienced. These issues have caused significant inconvenience and stress, which is why I have chosen not to use the network as of now.
  As mentioned during my conversation with the executive who contacted me, I have already reached out to my financial institution to address the matter further. I wanted to provide this information for your records and to ensure all details are clear.
  You may proceed with closing this complaint.

  
  Sincerely,
  Hash Pan
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 1st I went online and purchased a virtual SIM card to activate a phone and within an hour, I found out that the phone was not eligible. Confirmation ********* for account#*********. so I went to the metro PC S store on the 1st of December and they told me that they couldn't do anything. So I called metro p, c, s, and they stated that they would Send me my refund of $40. So I also went to my online banking citizens account and try to dispute it there and today I was told that services was rendered, and that's why they close my dispute. Services weren't rendered since I couldn't even use the phone. And metropcs today said that they couldn't do anything about starting a refund yet their calls are recorded and the associates stated in December that they would process it. The supervisor told me to go to the store again and hung up

  Business response

  02/03/2025

  
  February 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22844550
  
  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 23, 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 their recent account activation and a refund request for their purchase. T-Mobile investigated this matter accordingly.
  
  Please be advised, Metro by T-Mobile is a prepaid service provider, and balances are due for prepaid service prior to service activation.  Payments are remitted in advance for the upcoming service cycle.  It is important to note that payments for prepaid service charges are non-refundable.
  
  Our records show our customer activated service online on December 1, 2024, with one line ending in 4966.  On December 19, 2024, T-Mobile received notification that our customers activation payment of $40.00 was reversed by their financial institution, and as a result, the service was suspended for non-payment pending remittance of the reversed balance.  On January 1, 2025, as no additional payment had been made, the account was systematically cancelled, with no penalty to our customer.
  
  It should be noted that our records do not reflect any return of the payment reversed on December 19, 2024.  Furthermore, upon review of the documentation provided by our customer with their filing, our office was unable to conclude that the payment disputed was returned to T-Mobile following the initial reversal. As such, T-Mobile respectfully declines our customers refund request.  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally I received an email from T-Mobile saying that I can get a second line for half off I pay $55 a month for internet so half off sounded like a deal for me and my grandson. I called on January the 1st to get the deal and the promotion I let them know what it was they told me it was fine and they would ship everything out for me once I got the internet it wasn't working so I had to call to set it up once I called to set it up I realized that they were not charging me and giving me the deal that they said they would. Upon speaking to multiple representatives and spending multiple hours asking them about my promotion and my **** card which was part of the promotion they assured me that I got the deal and got my internet up and running now upon receiving the bill I see they have charged me for phone service internet and no promotion The bill went from $55 to $190 with no promotion in site I'm calling to resolve this issue and they're saying that those charges are real and verified since I had no promotion I spent multiple times calling and talking to them and told them they need to review the phone calls cuz that's all I talked about was the promotion that they assured me that I had but the representatives decided to bill me whatever they wanted to and think that I am supposed to pay it with no resolving of my issue when I called to speak with a supervisor they hang up on me how is a representative and a company supposed to tell you about promotions and then turn around you order the service and charge you whatever they like and tell you these are real charges I'm filing a complaint because I want all of this wiped and resolved I am not paying that bill because that is not the bill I asked they need to review those phone calls and see that those representatives were gassing me up and decided to charge me whatever they liked I am going to disconnect service but I am also wanting that bill to be white because it was not mine I have been a customer of theirs.

  Business response

  02/04/2025

   
  
  February 4, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  *********************************************************
  
  Re: Your File Number: 22847398
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 23, 2025, regarding the account referenced in the above-mentioned file number.  Please be advised we have made attempts to contact our customer, which have proven unsuccessful.  As such, T-Mobile will make every effort to address our customers concerns within this letter.
   
  T-Mobile regrets any concerns our customer may have experienced regarding the account, and we appreciate the opportunity to respond.  In reviewing this matter, the customers concerns pertain to a now canceled Home Internet line, a promotion, a rebate offer, and account billing.
  
  Upon review, our customer previously activated the account and had one Home Internet line of service.  Recently, our customer spoke with our Sales team and submitted an order for a second Home Internet line of service.  Please note, around this time, T-Mobile was offering the now retired Internet ********: BOGO $30.00 off with New Internet Line (Internet ********* promotion where customers who had or activated at least one Home Internet line of service could get $30.00 per month off, via monthly bill credits and a $5.00 AutoPay discount, a second Home Internet line on any rate plan.  It should be noted that these types of promotions can take up two billing cycles to enroll to the qualifying line, and for the promotional credits to reflect on the bill.  Shortly after and midcycle, the second Home Internet line was activated, and accordingly, the Home Internet line would have qualified for the Internet ******** promotion as the line was activated within the promotional timeframe.  
  
  In addition, the second Home Internet line above qualified for the now retired Internet ********: $150.00 Rebate with New Internet Line (Internet ********* rebate offer, which began on October 31, 2024, to January 15, 2025.  Please note, customers were required to submit for the rebate offer online at ******************************* within 30 days of activation, the qualifying Home Internet line must remain active for at least 60 days, and rebate processing could take up to ten weeks from submission.  Once approved, eligible customers receive a text message with a link to redeem their virtual rebate card. 
  
  Further, after the second Home Internet line was activated, the following billing statement reflected a balance owed which included a past due balance, regular and prorated monthly service charges, a late fee, as payment for the previous billing cycle was not made by the due date, and applicable taxes and fees.  It should also be noted the monthly credit for the Internet ******** promotion was not reflected on this billing statement, as two billing cycles had not yet passed from the date the Home Internet line was activated.
  
  In our customers letter to your office, they indicated that they were not able to use their ********************* in or around their home.  We regret any coverage concerns our customer has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas, as there are several factors and conditions that may interfere with actual service, quality, and availability.  T-Mobile has verified the address on the account, and based on the coverage map, confirms their account address is in a good coverage area with no known issues.    
  
  On a later date and within 30 days of activation, our customer canceled the second Home Internet line due to connectivity issues.  As such, the upcoming billing statement, which is not available yet, may include a prorated monthly service credit associated with the canceled Home Internet line for the time the line was canceled through the end of the billing cycle, since the line was canceled midcycle. 
  
  On February 3, 2025, our office reviewed the account and found that our customers rebate submission for the Internet ******** rebate offer is still in a pending status.  Please be advised that this rebate submission may be denied as the qualifying Home Internet line was canceled prior to the 60-day service requirement timeframe.  Additionally, on the same day, we corresponded with our customer by email and presented them with an offer to amicably resolve this matter; however, they have not responded back to us.  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
  
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I upgraded my cell phone on 1/22/25. I am a long time existing customer of *************************. This store location and another location I visited refused to sell me a new phone without buying an additional phone accessory like a charging cable, case protector, etc., which then inflates the price. This is in addition to new device fees and tax. When I spoke to an online customer representative, they said this shouldn't be happening and that I should have actually be receiving a discount for being an existing customer and upgrading my phone. Both stores similarly refused to sell me a new phone, but had different amounts of added accessories that they required me to buy.

  Business response

  02/03/2025

  
  February 3, 2025
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  ****************************
  ************************
  
  Re:      File No. 22844375
  
  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 23, 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 their recent visits to Metro by T-Mobile authorized dealers for a device purchase. T-Mobile investigated these concerns accordingly.
  
  Please be advised, our 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 review the details of transactions completed in store.  It should be noted that authorized dealers may run separate promotional offers from what is offered online at ****************************************;however, for a standalone device purchase, no additional accessory purchase is required.
  
  Our records show on January 22, 2025, after activation of a ******* Galaxy A35 5G handset on the line ending in 2004, our customer contacted ************* to report their concerns regarding their experience with the authorized dealer location, and feedback was filed at this time.  We appreciate our customer taking time to provide details of their interaction with our Metro by T-Mobile authorized dealer location. Please be assured that we value our customers feedback and will utilize this input to improve our training and processes as we are continually striving to improve the quality of service provided to our customers.  We apologize if any authorized dealer representative failed in any way to display that during our customers visit in store.  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
  

*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. ↩