Metro by TMobile
Reviews and Complaints

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.