Metro PCS Customer Service Issues

I am a new customer who signed up for the $40 plan with auto pay three months ago. However, for the past two months, I have received texts at the end of the month stating I owe additional charges, resulting in my service being shut off. Despite attempting to pay online with two different credit cards, the system did not accept my payment as it thought it was a duplicate. When I visited the store, they couldn't clarify the extra $5.57 charge but managed to process my credit card payment. Despite calling the store this month, they were unable to see the additional charge or explain its origin, and my service was shut off once again. I am seeking clarification on these unexplained charges as the store staff could not provide a satisfactory explanation.

I have been a user for three months and have set up auto-pay for the $40 plan. However, I keep receiving texts at the end of the month stating that I owe additional charges to avoid service interruption. Despite trying to pay online with two different credit cards, the system won't accept the payment. I visited the store, where they accepted my credit card payment but couldn't explain the extra charges. They mentioned that the system might have flagged it as a duplicate payment. When I contacted the store again this month after being shut down, they were unable to identify the extra $5.57 charge. I am confused as to why this keeps happening and would appreciate clarification. - J.W. [redacted]

I recently upgraded my phone from a 4G to a supposedly new 5G phone based on misleading information from my local Metro PCS store. Disappointingly, I discovered there are no 5G towers in operation as I was led to believe. After visiting the corporate office in Lansing, Michigan, I was informed that they couldn't assist me and that I would have to pay $15 to switch my phone back. Thankfully, they mentioned that contacting MetroPCS online might offer a free solution to revert to my old phone. I would like guidance on the steps required to switch my information back to my previous Metro PCS phone.

Hello, I share an account with my mom, Shirley S. Her number is [redacted], and my number is [redacted]. I recently purchased an Actale 7 phone and have faced issues since day one. I bought a phone cover that didn't fit, returned it, and then had trouble logging in. After returning to the store, I noticed some changes were made without explanation. A week later, the phone blacked out and wouldn't recharge. When I returned it, I was advised to wait for a letter even though I have no insurance and wasn't informed by mail or email. As a homeless individual, having a working phone is crucial for communication. I've also encountered unpleasant experiences in the store with staff arguing about who will assist me or being on personal calls while I try to make a purchase. I appreciate any help to resolve this situation and get a working phone promptly.

Hello, I am currently in London, England for a month. I added the Global Voice [redacted] add-on to my plan for international use. However, I have been in London for three days and have not had any service. Is there something else I need to do to get service while in the U.K? Thank you.

I own a Motorola G7 that was previously used with Metropcs until July 4th. I had to switch carriers due to poor service in my area, affecting my work. However, the phone is still locked to the Metropcs network, preventing me from using it with a new carrier. It seems I can't unlock the phone without having continuous T-Mobile service for [redacted] days, which is not feasible due to coverage issues. I believe it's unfair to lose the ability to use my phone because of this situation. Could someone from the corporate office please provide me with the unlock code for my Moto G7? Your assistance in resolving this matter would be greatly appreciated. Thank you. Sincerely, David P.

I visited Metro on multiple occasions to inquire about the promotion for 4 phones for $[redacted]. I was also informed that if I transferred my phones, I could receive a free Q7 and Stylo 4. After considering the options, I decided to transfer the phones around the beginning or the third visit. Unfortunately, all communication with Boost was down on the East coast during the last visit when I wanted to take advantage of the phone promotion. Initially told it would take three days, upon returning the next day, I was informed there were no more promotional deals available. I was then offered a free Stylo 4 and Moto 7 with a phone transfer but was later told I could only transfer two phones or pay for two plans. This would cost $80 each plus an activation fee for four phones. Despite the system issues and changes in promotions, I was unsatisfied. My main concern is the changing deals and conflicting information, as it doesn't make sense to switch and pay double what I currently pay for a family plan. Unhappy with the service, I discovered Metro offering a similar prepaid plan. I also suspect the commission and promotions vary depending on the employee.

Hello, I urgently need assistance with my Metro PCS joint account shared between PS Raybon and Valerie M. Both our phones were mistakenly cut off by an agent, impacting our business communications. On July 3rd, [redacted], Valerie M's phone was stolen and suspended. After a visit to the Walton Way store in Augusta, GA on July 10, and a long process to reactivate a phone, further issues arose. Messages failed to send, calls were misdirected, and numbers were mixed up. Despite attempts to resolve the issue by visiting Metro PC offices, no solution was reached. I am scheduled to return to the local office today, but seek help prior to that. If possible, it would be greatly appreciated if the reinstallation fee could be waived due to the agent's error. Reflecting on the incident, it appears the agent was inexperienced and may have made errors when reacting to the situation. If assistance can be provided remotely, the security answer for the account is PS. Thank you for your attention to this matter. Best Regards, Valerie

I visited a Hello Wireless store at [redacted] Brookdale Dr N Unit B in Brooklyn Park Mn [redacted] to switch from A.T. & T. to Metro P.C.S. service for three phones. The dealer confirmed I was eligible for three new Samsung Galaxy J7 phones, and I paid for the phones and service. However, one of the phones I received had a previous owner's name, Sean Michael, and an account attached to it. I informed the dealer, who insisted the phone was new and advised me to contact Metro P.C.S. to file a complaint. I'm disappointed as I purchased what I thought was a new phone. I am now reaching out to Metro P.C.S. to address this issue and hopefully receive a replacement phone.

I had a friend, Greg S., add a line to my account at Metro PCS. The first month went smoothly. When the next payment was due, I went to the store in Lubbock, TX on 19th and A to pay my bill. On the same day, my boyfriend and I got into a fight, and he stole my phone. I had Greg call to shut off the service. When I called customer service for a refund as I did not use the service, they took down my name and address. Surprisingly, when the check arrived at my address, it had Greg's name on it instead of mine. Greg, who is homeless, was actually in jail for two months, which I discovered later, while my then-boyfriend, Chris, stole the check and removed Greg's name. Despite requesting another check with the correct name, I was told no after waiting two more weeks. I paid $46 in cash, and this whole process of getting my money back has been frustrating and seems ridiculous. I have made numerous calls and have been given conflicting information. I am determined to get what is rightfully mine. If there is no resolution by tomorrow, I will file a police report.

My name is Robin D. I am not a Metro PCS customer, but my daughter, Keiara D., is. On Friday, July 12th, [redacted], she asked me to pay $1.40 for her phone bill. I tried the automated service initially, which didn't work, and I was transferred to an agent at 10:14 pm central time. I clarified the amount several times as $1.40, not $40.00. After providing my card details, I inquired about the total due, accounting for the $3 fee. The agent hesitated to confirm the total and oddly asked for a high survey rating. Despite not taking the survey, I immediately called my daughter to check. Unfortunately, $40 was deducted. Although I settled the issue with my daughter, I intend to report this incident to prevent similar situations. Thank you for your attention.

I purchased a Metro Smart Ride device that was supposed to be activated on my phone, but it hasn't been. I visited multiple MetroPCS stores, and they all mentioned I need to return to the original store where I bought the device. After speaking with the salesperson over the phone, he recommended contacting Metro PCS customer service or going back to the store. Unfortunately, the store is far from my location. I'm struggling to activate the device on my MetroPCS phone and facing difficulties reaching MetroPCS customer service as it redirects me to various pages instead of providing a direct phone number. I'm disappointed because customers should be able to easily contact customer service without such complications. I prefer speaking directly to someone rather than receiving email responses, as I feel contacting via email presents another hurdle for resolving my issue. This difficulty in reaching assistance directly is a recurring problem I'm experiencing with Metro PCS, which I find frustrating. Thank you.

My name is Ed Vaughan, and I have been a loyal MetroPCS customer for years. Recently, we temporarily deactivated a lost device, and upon reactivating it, I discovered that my pin had been changed and the answer to my security question was unfamiliar to me. Here is the information for my account with two phone lines: [redacted] and [redacted]. The original pin set up was [redacted]7. When we reactivated the lost device, the new pin was changed to [redacted]7, with the security question answer set as "hallkant," which I do not recognize. I have been encountering a "high security" notice when trying to log in, which I never requested. I would like the high security setting lifted. I prefer to go back to my original login with the pin [redacted]7 and ideally no security questions, though if required, I suggest using "Mother's maiden name." I appreciate your assistance in resolving this issue promptly. Regards, Ed Vaughan

I have an Alcatel 7, and while watching YouTube, the T-Mobile screen appeared and froze on my phone. It won't shut off properly and keeps freezing on the MetroPCS screen. I am unable to access my phone to receive calls, but you can reach me via email at [redacted]. If you could assist remotely and fix this issue, that would be greatly appreciated as I have already paid for my service. I am seeking help to resolve the problem with my device, and I am unable to provide my contact details any other way due to the phone being inaccessible. Thank you.

Approximately a month ago, I bought a phone from MPC on Noland Road, Independence, MO. I had to return the phone three times due to various issues. Initially, I received the incorrect charger for the phone. Later, I faced difficulties accessing the phone, which was resolved when it was discovered that the wrong SIM card was inserted by the employee who was distracted by personal calls. Recently, the phone stopped working entirely, wouldn't charge, and displayed a blank screen. After returning it again, I was informed that due to the lack of insurance, I must wait for a letter of resolution. Unfortunately, two weeks passed without any contact. Despite making a payment, the staff seemed disorganized, with two employees arguing over who would assist me. I am still without my phone and guidance. Additionally, I was surprised to be told my phone was free after paying $[redacted].00.

I have been a loyal customer for years and recently had a terrible experience at the store when trying to upgrade my phone. Despite being with the same stylist for over two and a half years, I was treated poorly and given a subpar phone. Now, I need to switch the SIM card numbers between my new phone and another one that recently broke. The service manager was unhelpful and overcharged me for a simple task. I am frustrated and disappointed. I just want to get my Samsung J2 to work with the SIM card ending in [redacted]. It has been deactivated for about 2 weeks, and I need assistance with reactivating it. Thank you. 😊J

I had a terrible experience at this store. I went in to buy two lines and was not informed about the newer phone models available for free with the plan. When I tried to exchange the phones for the newer models, they refused and threatened me with cancellation fees. This led to a confrontation, involving the police. I plan to take legal action and file complaints with various authorities. I expect MetroPCS to resolve this issue promptly.

I am experiencing an issue with setting up auto-pay using my credit card. When I try to input the information, it does not recognize the card and shows the wrong name. This is frustrating as we have two phone lines, one in my husband's name and one in mine. Even when attempting to use my husband's credit card, the problem persists. I had to go to the store where we bought the phones with the lady who assisted us. Unfortunately, she was not very helpful and only moved when prompted. It would be beneficial if sales staff were motivated by commission to provide better service. The MetroPCS stores in Jacksonville, Florida, where I reside, are disappointing, especially after T-Mobile's takeover. I hope T-Mobile can improve the stores with better security, aesthetics, and service quality.

Last week on Thursday, I visited a Metro PCS store on Eastern Blvd in Essex to inquire about upgrading my LG Stylo3 due to glitches. The staff said I was eligible for an upgrade and suggested the LG Stylo4, but mentioned the upcoming Stylo5. Instead, they showed me the LG K40, a similar phone without a pen, but smaller. Although I initially had concerns about the size difference, I trusted the staff's recommendation and upgraded. However, after six days, I'm dissatisfied with the phone as it's not like the Stylo series. Upon contacting the store and customer service, I learned I can't exchange the phone due to it being an upgrade, which was never disclosed during the purchase. Now, I'm stuck with a device that doesn't meet my needs.

Today, when I tried to make a payment, I found the store closed earlier than usual, with USPS stickers on the door indicating no activity for two days. I documented this with pictures. Additionally, there was an issue with my bill, as I was unexpectedly charged $40 for insurance that was not previously disclosed. Despite them reimbursing me the $40 for this month's payment, as a long-time customer, I am disappointed with this experience. I am aware that doors should not be closed before the scheduled time. This is the second instance where I have encountered issues with your company. I am considering contacting the BBB (Better Business Bureau) as I believe this is unacceptable. Due to past experiences with identity theft, I no longer feel comfortable making payments online due to security concerns. I have kept records and am considering involving my lawyer in this matter.