Metro by TMobile

On May 21, 2026, I called to change banking information on my auto pay because I have a new bank account, and the reason for the delay is new accounts and cards. This will change my auto pay, so I called 611 to get a week or so extension for this month's payment.

Only I couldn't because the new T-Mobile extension is for only three days. This doesn't fit what the bank wants to do in five days. So I was given two options by the supervisor, [PERSON_NAME]. One is to take the three days extension, which I can't because it doesn't fit the timetable with the arrival of the cards from the bank.

The second option is to change the due date, but I had to pay about $17.00 for that. Reluctantly, I agreed to pay, which was done, and made for next week, the 30th. It felt like a shakedown, but I did it. I asked the supervisor to be sure the account would not be shut off because I need the lines open in the morning for work.

She agreed. The next morning, I woke up, and the account was shut off. I called 611, and they offered to turn the account back on if I took the extension. I took it—no choice.

Afterwards, I checked my bank account. They did bill my bank account the $17.00 for the new due date on the 30th. I called 611 for a correction, and the employee had no control over the problem. He passed me to supervisor [PERSON_NAME], ID# [GOVERNMENT_ID].

She said the reason the account was shut off was I didn't pay until the 22nd? I actually paid the day before; that was the purpose of my call. I said check the record; I paid the day before. She checked, and either the system is not allowing her to respond (her responses seem scripted) or she didn't get it.

The proof in all this is the supervisor made the due date herself on the 21st for the 30th, and she took payment. The system didn't post until the 22nd. Not my fault the system didn't recognize that—she hinted it didn't matter because the bill wasn't paid until the 22nd? That means there is illogic or a confusion problem with the supervisor, or they don't have the permission or tools to fix the problem.

She then passed me to manager [PERSON_NAME], #240****. He didn't want to hear anything. He just wanted to record a statement. He stated what supervisor [PERSON_NAME] said, which is it is my fault I didn't pay until the 22nd when I paid on the 21st.

Not being heard was becoming a problem because it looks like two options are now stuck open. One is the extension they just forced me to take on May 22, 2026, with the three days before a cutoff, and then there is the new due date given on the 21st that is already paid for and on hold for the 30th. In the end, it is the T-Mobile programming that is dysfunctional; the system is slow to report the work done the day before it shows.

While accounts are shut down the day after by mistake? It is confusion, and there is a question if it is intentional.

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

I purchased a plan and phone from the Metro by T-Mobile store in [GEOGRAPHIC_DATA], [GEOGRAPHIC_DATA], on Monday or Tuesday this week. The guy told me that I would get ultra connectivity at my address, so I ported out my phone number from US Mobile only to barely receive any service and no service during the severe weather on Wednesday!

I am a widow and have heart failure and must have reliable service! I returned the phone on Thursday, April 30, and the guy gave me a cash refund of $95.00 instead of putting it back on my credit card. I called that number thinking it would be deactivated, but to my concern, it has not been as of yet! I tried to sign into my account, but since I no longer have that phone, I am unable to receive the verification code!

This is a safety and privacy violation for him to keep my old phone number activated, and the account is still in my name! I tried to explain to two different customer service people, and neither were willing to help since I could not receive the verification code! I want my old number deactivated immediately and my account closed immediately!

And the phone number to reach that store has been disconnected, and there is no updated phone number. How professional are your satellite personnel?

Hello my name is *** *** 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 *** 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 ***. Email address is *** since your wanted to as nasty I was very hurtful

In 2025, I had to pay $65 to reinstate my plan with promo obtained a few years ago. I went to the store to upgrade 4g devices to 5g.

Female Clerk repeatedly assured me that plan would not be affected, but I soon discovered promo was indeed removed. I went back to the store. Male clerk could not reinstate promo and had me call customer support. I went round and round with several different agents telling me the promo was no longer available (they were acting as if this would be a new plan).

over a course of 2 to 3 hours until supervisor said I had to pay $65. After another round of calls with customer support - credit for $65 was applied. This was a particularly exasperating ordeal.

At this time I need to replace 2 lost/stolen devices (insured) while retaining plan with promo and hope the same scenario is not repeated when I go to the store this timei dknow . We'll see.