Metro by TMobile

To put this out there...this is so long that I just am going to enclose what I wrote to metro cooperate. With no answer yet..

I hate to say this to you.

But I am super excited upon FINALLY finding someone from upper level management to meet my needs for.this ONGOING war I have had with Metro PCS.

I have went through whatever appropriate steps I could find. I have tried the chain of command. I have been treated awful by your company.

I can honestly say this: I am a 42 year old wan, and NEVER have I encountered issues such as dishonesty, thievery, rudeness, (even from management).

Your company has broken just about everything rule there is to break, according to my business ethics class.

You see, I am in my final courses to receive my bachelor's degree with an emphasis on social media marketing.

My first course of action, besides the regular job I have building a great reputation for a company I am currently working for, is absolutely ripping yours apart. I know this sounds terrible, but I am really needing to get your attention.

This reason being, I know that you are not the problem, as the company itself may not be the issue..

I have been with Metro off and on for YEARS. This is the very first time, besides the rising prices of Verizon, I have been just absolutely disgusted with the company. Although Verizons prices are higher, they have a little bit of a right to be snobby. At least this is one place that the customer service is absolutely unparalleled.

I should figure, that the growing cellular businesses today should make somewhat of a competition for you.

If this were the case, and you treated everyone the way I have been treated, hands down, yall would have no business what so ever.

I'm sorry this email is so long, but it's been a long time coming and unbelievable issues.

I didn't have a an issue until a month and half ago.

I had been on the Go Flex plan since July 2024. I went into the local store here in Columbus, Georgia that is located on Milgen Road and is under the name, "Totally Wireless," on the cashapp name.

On this day, we will say it was March or April of 2025, I walked in and asked if it was okay to get an upgrade on my cell phone. I figured that it was time, and that I definitely needed more storage for school. The manager lady was training a young Hispanic girl, so I can't really blame the young trainee.

Long story longer, by the time I walked out of there, I had another brand new phone with a new number (although they stated it was not time to upgrade my phone yet) when i called customer service that evening-- they stated it was time for an upgrade. It could've saved all of this drama about to unfold. She also threw in a little tablet that one might get from the state when they receive their foodstamps. I protested that I didn't need a tablet at all..and certainly not another line, that I was a broke college student with a new laptop and hardly any cash.

I guess she didn't hear me, because she continued to ring me up. She told me that Metro was running a special of free internet service for the first month, that there was a special promotion going on. I did need that, so I went along with that, it sounded like a great deal..only...it wasn't.

What I wanted to know is this.

How did I walk into the store that day..

not eligible for an upgrade but was told the phone that I was purchasing was free since I was adding a line. And then a tablet I didn't want (yet another line i wasn't aware.of) international calling was added, and also so was the wifi.

For full price. All in all. I ended up paying 147.50. I looked in my bag.

There was absolutely no receipt. When I asked the lady why everything was so high when it was suppose to be free, she brushed me off at this time and started helping another customer I also asked how I was suppose to get my cell phone bill plan due date moved back since it was now like 7 days from my due date, which is normally the 16th. She told me to come in, and they would push it back. She also told me that she would get my number ported, because I had to have the number that I always used be cause it was connected to my school and bank.

Fast forward to the 15th I go back into the store.

The manager that had sold me all of those dreams (yes, that's what I call it, selling dreams,) was now fired, I was informed. Instantly, I went into a panic. I did not have the money to pay yet another bill, and I needed my phone number. I am a student in school, I cannot afford this.

This new girl in the stores name is Angie, and she told me.to call customer service, she had nothing todo.with the issue. I stormed out of there. I called customer service. This would've been the night of the 15th.

The first time I was put on hold for 45 minutes and hung up on. (I have all of this documented) the second time, they wanted to charge me a 25.00 fee for switching my phone line, although I tried to do the right thing and just get a phone upgrade in the first place. It shouldn't have been my responsibility to pay that 25.00, so I refused it. So now I am a broke student, and my bill is literally for two cell phone lines, one tablet, and one wifi box and net.

All I needed was one phone line with my original number. And the tablet. That's it and that's all. I was literally crying on the phone..I asked one lady to cancel the tablet, and I needed one of the phone lines canceled.

Well,the only thing I got accomplished this call, was they finally canceled the tablet after begging me to keep it and saying, "you can have it for five dollars." When I checked my account, nothing was done about my extra phone either. So, for the third time.that night, I called customer service (this is going on about 2 hours now with these people) I was told that I needed to go back into the store. Since customer service wasn't the one who caused all of the issues, the employee did, andtheyre teo seperate entities. I also found out that I had been stolen from..the manager had only keyed in the system that I only paid 47.

50 that day, when in fact I paid 147.50

Now its the 16th.

Its one date away from my phone cutting off.

Also, I noticed that I wasn't recieveing text messages. So now I have a phonethat doesn't even work! I spoke to at least 6 customer service representatives. Not only trying to fix my ongoing phone issue, but also trying to fix no text messaging either.

I also found out at this time that the lady whom I had spoken to the night before NEVER CANCELLED MY TABLET LINE.

I ended up getting told, after that reset the towers and everything, to take my device into.the store. So, 3rd day in a row, I took the device into the store. Now there was only one worker there, since the other manager got fired. I ended up waiting 2 hours for.customer service.

Mind you, it's also.summer, and their air conditioner is broken..

I can assure you, all of this will check out, this is a true story. So, the only decent worker is a male Hispanic fellow that manages to fix my text messages, and he also makes a note that he can clearly see my receipt of 147.50 for (there were no services written down and 47.50 was the only thing on the computer so I do not know where my other 100.00 went

.although I might have a good idea why that employee got fired.

But he explains that my tablet line IS STILL SHOWING UP, AS WELL AS MY OTHER PHONE LINE.

So all the phone calls I had been making were for nothing.

He proceeds to promptly cancel my extra phone line, and when we tried to fix my phone number, I had to call the port department. Well, the port department started arguing with me saying that I had tried to port my number out through tmobile today. I had no clue what this woman was talking about..I never even been to tmobile that day

I just simply asked to speak to her manager.

This woman flat our refused, and asked me if I was calling her a liar, which at this time, I could not take anymore, and handed the phone off to the associate.

She started yelling at the associate in front of me, asking him if he was on her same team.

Well,we decided to be as nice as possible to her, although she insisted that it was me that went into tmobile and tried to port out my number.I was so confused. All I know is that I wanted my original phone number with one working phone and my wifi with one free month promotion.

All I got from this visit was a trouble ticket where the woman did not even try to put in to port my number to a different phone.

I went in and called back that evening and yet again.argued to get the 25.00 fee waived for the phone line, and they could see absolutely no history of even an attempt to port my old phone number to my new phone..so apparently, the lady didnt even try. She just couldn't stand being wrong..

Im sure you're asking if this is real. Believe me, I was asking the same thing.

.Its now the 17, or the 18th.

Because I had one last problem to solve. I had just paid 150.00. Why in the heck did I have to turn around and pay another 75 when I was suppose to have one free month wifi and one phone line? I didn't ask for international calling like they were charging me for.

So no one would listen, and no one would budge.

I cant believe this simply stemmed from wanting to upgrade my phone due to memory issues.

I ended up paying 225 bucks not to.mention lost time, tears, frustration, and blood, over lying, unwilling to help, mean nasty employees from metro pcs.

If you think that the story ends there, you are wrong.

I disconnected my wifi, reason being-- I never got the free promo.

My new phone was a Motorola and the biggest hunk of junk phone I had ever dealt with. I dropped it, and busted the glass. Well.back to square one.. I needed another phone I almost just switched then, but needed the damn number so bad, and they told me on the phone again that I was eligible for an upgrade.

I went into the store, well..I dont.know what employee they were talking about that they fired because low and behold, there's the same manager lady that I believe pocketed money from me the month before.

She basically does the same thing as last month.

She tells me I'm.not due for an upgrade.

She starts me a new phone line.

.I need the number to be the same.

I can't pay any extra. No hassles. Nothing. I explained that I did not even get a free month wifi.

She threw in a generic tablet (yet again).for my troubles I said.."I do not think so, I do not want it..take it back, " I ended up paying 98.00 this time.

I would have to come back in, they would move my date back, again

When I called customer service this time, by this time I refused to go back into the store, they stated that it said that I only paid 38

00 instead of 98.00. Again..my cards and receipts don't lie.

I was literally crying on the phone to these people..and I called and cancelled the tablet 3 different times again with 3 of your associates..one foreign girl named Ron, telling me they cancelled it,

was also rude and said that if I was having such a problem she was going to cancel my whole account.

She then took the plan I was perfectly content to have, and put it to 15.00 a month without my permission, and the tablet still wasn't cancelled..I ended up having to pay another cell phone bill this month. I still have not gotten any free promotion..I have gotten lied to, stolen from, my trust metro.and the whole cell phone thing has been shaken to its very core.

I cannot believe, after taking a business ethics class, how bad this company is..like I said..I'm in social media marketing..I've spoken about this company in class...my business ethics class

.my marketing class..I am forwarding this email to an attorney. I need compensated in one way or the other, I haven't even gotten an apology or acknowledgement of all.the suffering I've gone through and stress.

From getting stolen from, and lied to. I really hope we can Come to a fair solution and fix this out of court

Hello my name is Desiree sade Ross I want to make a complaint with Metro TMobile. i want a apology from metro TMobile that is not how you do customer service.

I was first customer service to metro TMobile I brought my first cellphone from metro TMobile I was very happy to be customer service to metro TMobile. I have always paid my cell phone bill my cell phone I bought from metro TMobile was T mobile revvl4 November 19 2020. I feel like I don't want to be customer service to metro TMobile I feel like I don't want step inside metro TMobile. When up to metro TMobile trying to pay my cell phone but was happen was your gave my old cellphone number was 803846**** to someone else and that very nasty and mean.

As your customer service to metro TMobile I was treated nasty and mean your did have to do me like that like and was very nasty is this I am trying to get my information off from the old cellphone and moved to the new cell phone your going to locked the cellphone I felt like your didn't want to let me in .

I just want my email address switch from my new cell phone number is 803878****. Email address is dsadeross30@***.com since your wanted to as nasty I was very hurtful

Okay this all started at the beginning of the month is this month like I want to say I broke my phone on the 4th and I got a new phone on the 5th now when I broke my new phone on the 4th the screen is pitch black is completely broke I can't see anything on the screen it is completely black I have the phone and everything I just can't see anything on the screen cuz it is black nothing will show up okay so that we got that out the way I'm going to get a new phone I go to T-Mobile Metro buy T-Mobile and spend $150 on a new phone this whole time I'm in the process of swiping my card and paying for the phone because they are getting ready to close and the guys in a hurry understandable but I am a customer and none of that has anything to do with me the door shouldn't have been open shouldn't have offered to help so as I'm paying for well get my card out and everything I'm asking him can he pull up my account can you upgrade can you pull up my account can I get another line insurance he says no you have to do this new line for $150 it's the only way $150 you got it or not you got to go if you don't have it so I'm trying to get a phone for work for my job for my the life and everything pretty much so I got the phone at the house trying to activate it trying to get my SIM card for my old phone to work in it and it doesn't have it it doesn't accept my SIM card as well transfer my phone over to my other phone I don't know I'm not into all this technology stuff so it's harder for me and I have my own problems that makes it harder for me my own my disabilities so when something doesn't work that supposed to work it gets confusing oh wait I skipped something a little bit after I got the phone so when I got the phone from the store I came back to work I just put it in my backpack and figured I'd deal with it later on cuz I need to work so after work I get the phone and start walking home so I can get everything going get try to get stuff transferred for my old phone to my new phone that you guys know is activated well not you guys with T-Mobile no it's activated and it's my new phone number and all the good stuff you know so all this started online because I'm not a big phone talker so I try to do stuff and easy as possible without talking to somebody because I didn't have much help going up so then eventually they tell me that I should call it in so they transfer me over to customer Care customer support whatever it is and let her know about the phone and trying to activate this new line blah blah blah and make sure that my account whatever okay and I also asked can she deactivate my old number which has a phone and two tablets under that account now that phone number is 702-640-**** and I asked him cuz she disconnect that phone number because my new number is 702-265-**** and then that's when she informed me that it's possible for me to get my old number back which is great because I've had that number forever I had that phone number before I went to jail and I did 4 months in jail they turned off my phone cuz nobody pay my bill cuz nobody would pay my bill I got out got a new phone and got the same number 9269 so she said we have to wait till after my first bill is due which which would be 30 days and I had just paid $70 on the 29th 28th something like that if they automatically pull it out of my account and what was I to do about that so me and I keep thinking of stuff I'm missing a whole another part where the dude online was trying to get a refund for me at first and everything was looking good on the refund until I bought up that I had two tablets that went on that account then he cut the end of the chat and it said to call you guys so I called you guys and of course like every time when I call nobody knows anything about anything so I call and then that's when all the rest of the story that's up there happening but I just need to add that refund part in there and all these messages getting all this information that I'm getting they're supposed to be leaving notes on my account to inform the next person that's what's happening or what's going on or something even if they don't leave a note I think they should have a way to keep track of something type of something something but so back to me and the lady on the phone that's from service so she told me to wait 30 days until my first bill is due because the phone's too new and after my first bill I'll be able to get my old number back so call him okay that sounds good any more questions she said I said yes I said so what's my balance what do I have to pay and then she started trying to get me a refund or something and she told me at one point my bill was $60 my bill was 67 dollars my bill was $28 my bill was $35 the one I liked was when she said my bill was $16 and then after that my Bill finally was $79 and I said oh okay my bill went up $9 that's fine and I asked is that going to be automatically pulled off my debit card because I have auto pay or do I need to go in and pay that cuz they just took 70 off my card and they're going to pull another 70 off of the end of the month when my phone's due so she said don't worry about the $59 I said 59 she said alarm for $79 and just let them pull the 70 off so I'm like okay thinking all this is weird but I just called T-Mobile I was just online with T-Mobile so this has to be T-Mobile right because they transfer me over here so I hang up go to my house trying to get the phone to transfer over all this all this all this to get my phone on an active to where I was finally okay with it satisfied cuz there's still something wrong with it but that took a total of 5 days trying to verify who I was trying to prove that the phone was mine trying to get calls off of a phone that's broke because everybody doesn't understand that that screens pitch black and I can't see the codes to verify myself that they keep sitting to that phone that's broke that's why I have a new phone and they can't send verification codes to this new phone or whatever so that was 5 days with my bank and my emails and everything all locked all blocked cuz of verification and I just got paid and didn't have any money and that goes all the way back to when I said I was in jail for 4 months I went to jail with money on my card I just got paid I had a check sitting on there after I got arrested there should have been another check coming that should have been sitting on there when I got out and as I'm sitting in jail I'm getting paid a little bit to change here and there as I'm sitting in jail during time because they're using my sick time my pay time my work time you know all my time the extra time that I have so when I get out I'm expecting to do pretty good because I have 3 to 5,000 sitting on my card when I get out this is on my money network card the work card which I found out later nobody keeps that card everybody changes their card but like I said I would have been doing good now if it wasn't cuz of that because when I got out I went to swipe my card and they tell me my balance is $0.37 which is impossible I'm thinking I call my bank make the complaint they don't believe me they say it was me when I'm sitting in a jail cell don't agree with that so I make another complaint they deny me I do an appeal sending some more information and everything they have an investigation and still think it's me getting out with nothing it's already been so hard for me I'm trying my best and then for this to happen I don't know how much I can take I've been scammed two times since then trying to make up for all the money that somebody stole from me while I was in jail so I take responsibility for that and now this I'm still trying to get everything together just trying to recover from being robbed while I was in jail and now everything is locked up blocked again I don't have nothing cuz I broke my phone and now this is a month later I'm still having issues with this because of that phone and all of the rest of the story that I'm missing that I'm leaving out you guys don't have enough time or paper for because I've been on the phone I've been online I've been doing something with somebody about this phone about these phones for the whole month I couldn't get anybody to terminate the other phone I had to fight for that I've done everything anybody has told me everybody has asked me to do if they don't T-Mobile so much I've been online so much every time I have to talk to somebody have to start from the bottom nobody knows nothing nobody knows nothing I have to start all over I have to start all over and work my way up to the supervisor maybe I need to make a different kind of complaint or complaining to somebody else but my life just gets worse and worse mic everything is I'm losing everything I'm losing everything out of you I'm trying I'm trying I'm just trying to live I'm just trying to live I can't get my own number back with just everybody's waiting on my own number because I was supposed to get that back I can't get my money back I can't get anything back I can't get my trailer right I don't have the money that I had that I would have to fix each other in my trailer goes to lose there this is falling apart everything is just terrible my whole life is just screwed so they can't verify me to get into my account to get my old number back get me my tablets because I guess they're still going or whatever or something and I have to pay $300 for a tablet which I don't have I miss the part I'm telling you where I had to go through to get all my information my pictures and everything off of the phone I just want what I had I just want what I worked hard for I just want what I was told I'm just trying to survive a lot of things I wish I had done different in my life that's affecting this right now affecting getting this done right now but there's nothing I can do about that so I just need some help because this is too much I even did something online last night that was supposed to be helping me verify my account I took a selfie and then I took a picture of my ID for verification and that still wasn't enough to verify that is my account so that was the last straw I'm done with it whatever I got too many problems with this I got too many I'm wasting too much time I'm losing too much money I've lost so much money I don't know I don't know it seems like somebody is bothering me now I feel like I've been scammed my information is out there it's been so long that I've been dealing with this putting so many codes so many different numbers so many changes so many passwords I don't know I'm just screwed