I just want to let you guys know that MetroPCS does not care about anyone.
I pay every month on time never call and ask for an extension for my service to be restored never call them and bug their customer service for reasons that I can handle myself or Google.

But I am going to tell you the story about what just happened to me and the hell that I'm living in right now.
My phone stopped working on April 1st I called to find out if I had a replacement plan or insurance on my phone they told me they didn't but I remember paying a little extra every month so that I had that protection and coverage.
I have no family I have no friends I'm not well acquainted with my neighbors

A few weeks ago my husband had a break in his mental health and he tried to murder me in front of my small children during that process he threw my phone and I don't know it got messed up but it was still working it wasn't until April 1st that it went out on me. I tried from April 1st until yesterday to call and find out why I didn't have insurance that I was paying for and yesterday I found out from a lady that I did have insurance.

Then they said that I needed to answer security questions in order to make a payment to get my phone or have and 8 digit pin
I don't remember anybody asking me for numbers to create a digital pen when I turn my phone on in Shreveport Louisiana I called them and they said that the guy that sold me the phone no longer works there because he was falsifying accounts and whatnot whatever so apparently they locked my account even though the customer service representative told me to just try different numbers maybe one will work I called back and I asked to speak to a supervisor she told me different things that some people have used to create their eight digit pens and to try the year of my birth that worked so I was able to purchase my phone today I got my phone and it is a tornado warning outside sirens are going off and they left my phone in a box out in the rain they didn't even knock on the door and that's the carrier that's not their problem.
My problem is this Sunday night one of my children had a medical emergency and I had to stand in the middle of the street screaming for someone to please call 911 my child was not breathing.
I tried to dial 911 on an old device that I had because my device it was broken wouldn't even start up at all and it did not work.
I called today and I spoke to three different people who blatantly kept reading from a script saying that they cannot activate my phone because my account is locked although the paper that you get in the box with the new phone says you just have to switch your sim card over and you should be good to go.

Well it's not good to go they said that they cannot unlock my account unless they can send a one-time digit PIN over to my old phone which is broken to access my account or I can take my children in the middle of a hurricane tornado whatever it is with sirens blaring trees falling to a store so they can activate my phone. I called the store and they said that the customer service people were wrong they cannot help me because my account is locked and they have said unlock it as the customer service office I spoke to two supervisors who blatantly we're in the background laughing listening to the call and pressing the mute button but one time they forgot to press the mute button and I heard them making fun of me.
Because of Metro I have lost my main source of income for not having a viable cell phone which is part of my job. They don't care that my job puts a roof over my head and my kids head and food in our mouth because I don't get any assistance because I was making too much they said to get anything like food stamps or medical insurance and now I don't have medical insurance and eventually if I don't find a job I won't have any food but in order to find a job I need a phone. In order to call the police I need a phone. I have a laptop and a tablet but in a storm the internet doesn't always stay on so let's pray that no one has a medical emergency because I have to pay the lady that lives next door $5 to use her phone every single time I do and if I go over 25 minutes on the phone it's an additional $5 the first agent told me that I have to call back in 3 hours the supervisor said that I have to call back in 3 days even though I just used the pen to get into my account to pay my bill so I'm not understanding why my account is locked and once I get a job and I can afford to switch to another carrier I will because you guys don't give a tinkers damn about me my situation my children.

Also when my husband is bonded out there's no guarantee that he won't come over here because he doesn't care and tries to kill us and I have no phone to call the police if need be and I have nowhere else to go with all my kids because again I have no family and I have no friends that I can just borrow from or go live off of.
Out here that is going to make some type of negative comment about my post and someone that says that I'm entitled because I pay for a service that I don't get but in all reality it doesn't matter to any of you because you're not in my situation these are not your children this is not your life. You want me to drive to four different stores begging people to help me when they don't want to help and then you want me to call and sit on hold and pay someone to use their phone and that's money wasted and I've gotten absolutely nowhere and now I have to go three more days without a phone because none of you at Metro PCS care although you do care if that bill is more than 3 days overdue you may give extensions and that may seem nice but you're not nice and you're not a good company I spoke to one person out of the 16 people that didn't transfer me to different people and even to a line where the person didn't even speak the language that I spoke the only person that remotely care anything about me was a lady named Erica *******...

She made every effort to help me at least obtain the phone and there's no way to get through to her or an extension to call to speak to her again because she's the only one that has went above and beyond everyone else basically said it's not their problem or they've given false information. And they use these really big words to make themselves sound intelligent when they really just sound like my kindergartener making up words like manipudip...

I'm making this post also if something happens to me in this tornado or something happens to my children that when the police asked me why I couldn't call 911 this is the reason why.
When my ex-husband decides to show his face over here or he finds me and I can't call the police this right here is why anybody can be found... And everybody should be able to use their phone to call 911.

But not your monkey not your circus right MetroPCS?

They told me in scripted words that if I have to leave them, do so. They won't even tell me if my phone is unlocked

Metro: Hi. I'm the Metro by T-Mobile virtual assistant. How can I help you?

You: customer service please

………. Please see more more below…….(Original length chat available if needed)

………. Please see more more below…….(Original length chat available if needed)

Virtual Assistant:
To direct you to the right contact number, please choose from the following topics:
Mail-in Rebates
Online Returns, Sales and Order Support
Premium Handset Protection
Make a Payment
Customer Service

You: Customer Service

…………. Please see more below…………...

………. Please see more more below…….(Original length chat available if needed)

You: Live Chat
Virtual Assistant:
Ok, let me get you to a human. Just two quick questions first.
What is your full name?

You: robert arroyo
Virtual Assistant:
Thanks! And your 10 digit phone number?

You: *******298

Ok ready, let's CHAT!
Pat: Welcome to Metro by T Mobile my name is Pat Id number *******. Thank you for chatting with our Virtual Assistant, please allow me one moment to review so that we can continue where you left off.

Pat: Hi Robert.

You: Sorry to bother you but I need to file a complaint about the way I was treated at a Metro by T-mobile store.
You: What is our chat number?
Pat: So sorry to hear about that Robert.

Pat: I got here only my ID number which is the *******

Pat: We can file a store complaint here for that one Robert.

You: I'm going to paste a copy of my complaint here... OK?
You: no chat number available?
Pat: If you don't mind me asking what happened?

You: Sunday, 12/12/2021
To: Metro by T-Mobile, T-Mobile, T-Mobile Customer Relations, P. O. Box *******, Albuquerque, NM *******-7380
From: Robert Arroyo, 1150 N Rusty Nail Rd, Prescott Valley, AZ ******* (phone: *******298)
Subject: Dishonesty in the business, Bait & Switch, "Slamming" of unrequested additional services.

Metro by T-Mobile lied to me and ripped me off and people need to know about my experience and opinion ASAP (before Christmas) to educate them and possibly prevent this from happening to them. I've been a Metro by T-Mobile customer for 5-6 years. The service has always been great until about a year ago I noticed a degrade in service (dropped calls, "no voice network", Emergency calls only", etc) and have been struggling with them ever since.
Several moths ago I called them to discuss the poor service and they transferred me to tech support. Tech support had me make several changes to my settings and also said they tuned the local cell site but nothing changed. The service was still sporadic at best. I was constantly hoping my phone would get ANY signal/service in my area, especially in my own home.
Several weeks ago I went down to my local Metro by T-Mobile store in Prescott Valley, AZ to see if they could help/advise me on a fix. They told me that my "LG" phone was obsolete and LG was no longer providing updates. They said I needed to buy/upgrade to a newer model phone. I said OK but only IF that new phone improved the service and if not, a full refund would be provided. They assured me that there was a satisfaction guarantee for a full refund. I told them I wanted a Motorola one 5G Ace. They told me they would have to order one from Phoenix and it would be in the following week. Three weeks later and they were still telling me that "it didn't come in yet". I decided to try calling one of the stores in Phoenix (90 miles away) to see if they had one.
The 2nd store I called was in Phoenix and they had several in stock. I told them I was intending to drive all the way down there (90 miles)to get it. The store was: Metro by T-Mobile, 2601 East Bell Rd STE#15, Phoenix AZ *******. Phone: *******077.
This is where the horror story begins…
- 12/09/21When I got down there (Phoenix) and identified myself, they (Isabel/Bertha?) told me that if I wanted to buy the phone I would also have to buy a case and screen protector (>$50)... that they were "required to sell these accessories in case you drop the phone"...!?!?! (Bait & Switch or Strong arm sales?) I protested and said I just wanted the phone. She said she can't sell it without the case or another (overpriced) accessory!?… store policy... said she would waive the activation fee if I bought accessories. Rather than drive 90 miles back home without the phone, I agreed to buy the case only for $22.99 (ripoff). My wife was with me and witnessed this whole conversation. We asked again about the Satisfaction guarantee and were assured of a full refund if not satisfied... but only for 7 days…!?!? We asked her for her name (no name tag) and she grudgingly said it would be on the receipt (rude). We finally got the new phone activated, ISABEL (per one receipt, BERTHA per the credit receipt on 12/10... same girl) put both old and new phones and boxes/literature in the bag and we were walking out the door when she called to us and tore the receipt off her register and put it in the bag. We were happy to get out of there. After driving 90 miles home, I walked in my house and the phone said "no voice network available"... the same thing my old phone had said. I drove around the neighborhood and had signal about 25 to 50% of the time... just like the old phone. Unacceptable... Dissatisfied... 12/10/21: I drive back to this same store (another 180 mile round trip) and ask for a full refund. Isabel/Bertha (whatever her real name is) says there is no refund and that there is only a manufacturers warranty. WT!?!**+!? I tell her that the phone is fine... not a phone issue... that the network service in my area has changed for the worse and I want the full refund that was promised yesterday. She refused and I asked her to get her management team on the phone. Two hours later she gets permission to refund the phone only. She said that the cellphone case that I didn't want to start with is not returnable and if I didn't pay for the reactivation fee, I would lose my phone number! (Another strong arm tactic threatening my phone number!) I told her to refund the phone and I would take up this matter further with Metro by T-Mobile, T-Mobile management /Customer Relations. Isabel/Bertha told me the case was $22.99 but when I got home, realized she had charged me $29.99. She also tried to "slam" me with a $10/month Insurance Plan but my wife asked her if our bill would change and she had to admit that it went from 50 to 60 dollars with the insurance...(I thought "SLAMMING" was illegal and find it sneaky... not appreciated.) We told her it was not approved by us and had her remove it. She also never had us sign either the receipt or credit slips... why?---------------------------------------------------------------------------------------------------------------
Note: Please refer to the "Chat" conversation (attached) I had with the Metro by T-Mobile website rep Piolo on 12/07/21... Chat ID: **************977.
Included in this chat are:(cut and paste)…
Piolo: Hi, we would like to thank you for having business with Metro by T-mobile.
This is Piolo ID: *******. It would be a pleasure to help you.
You: My concern is that I'm getting poor service from T-Mobile and am willing to upgrade IF IF IF I can move to Verizon with the new phone if the T-mobile service isn't better.
You: can you send a copy of this chat to my e-mail please
Piolo: Oh... We dnt have a tool to send you the conversation. But I can give you the ID of this chat... Or you can also take a screenshot of our conversationPiolo: Chat ID -**************977
You:? Thy sent me a copy of a chat I had about 3 months ago. Piolo: Oh... I wish we have the tool to send an email Robert :'( The only thing that we can send are automated messages... But let me check with my supervisor Piolo: We truly sorry Robert... They too dnt have any option to send customers a copy of the whole conversation... But customers can take a screenshot instead…
You: If I upgrade to the new phone, can I get a refund if the service still is poor and I'm dissatisfied? Piolo: Yes we have a Metro Promise policy within 30 days from purchase
You: Full refund of the purchase price?
Piolo: Yes Robert, full refund... Customer has to return the complete accessories with box and receit
You: OK... just to summarize, I can buy the phone from Metro byT-Mobile and if dissatisfied, I have 2 options: You: 1- Return phone for a full refund and cancel my service (2 lines)... or 2- Keep the phone and poor service for 6 months (not 90 days)and then cancel my service?
Piolo: That is correct Robert... If you are not satisfied, you can either ask for full refund of the device within 30 days upon purchase or you wait for 180days to unlock the phone and use it to a different carrier.…
This has been an awful experience and I feel obligated to share it with others/social media to prevent this from happening to them too just a few days before Christmas. I was told a "full refund" several times and got screwed out of $54.88. Either dishonesty or poor training caused this issue and others need to know of the possibilities and resolutions. Please advise of your intentions. Please, I expect an answer by 12/15/21. Thank you, Robert Arroyo *******298
Pat: All information also will be notated here on your account Robert.

Pat: One moment Robert as I will read this, okay?

You: ok
Pat: Thanks.

Pat went on to tell me that this matter would be escalated to upper management and then the CHAT was cut off before I could copy and paste that to this document.

To date... 12/22/21... I have not heard a word from Metro by T-Mobile.
I retired from the Telecommunications Service business with 27 years and this type of behavior/treatment would have been attended to immediately.
To have the integrity, competence and honesty of employees in question would have warranted an immediate investigation by Corporate. Why hasn't Metro by T-Mobile responded?

Robert Arroyo
*******298

Garrity Blvd, Nampa Idaho Metro PCS
Great crew, Great Service, Very helpful! Keep doin what you'r doin

Better reception with a 1960 walkie talkie than METROPCS 5G. Disrespectful customer service and technicians.

Horrific carrier. These people deliberately:
1. Put 3illegalcharges inacreditcardthey stolethe info from my phone. I had amex autopayments forfouryears and the *******th ave brooklyn site tried 3 yimes to steal my money.
2. If you are cursedoutby ametroZpCS manager and make a complaint thrywill identify you totheircriminal staff.
3. They deletedmy investmentacciunts.
4. Theystopped scam warnings and ican provethis.
5. multipleillegal charges on mycreditcardsby these thirves. Hewasstoned (mgr) of *******th av bklymn and cursedme out andthreatened my life.
5. Paymoreforverizon. I had to getnew creditcardnumbers and apparentlyme t ro pvsthieves stole my ingo and ordered. I csn prove this.
6. Do not enter at-moboleormetropcsshoporthey createdanumber of other ficticious brands to allegedlyrobpeople.

I have been a customer at MetroPCS for 3 years. I go to the location and the zip code of ******* Jacksonville Florida off Beach Boulevard. I don't know well I guess I do know it definitely has changed there were several women working there who I knew all by name and took great care of me and they always gave me a receipt explain things to me and switched all over my information from my old phone to my new phone never had any problems. On September 20th 2019 I went in to this location which I didn't really want to go to this location but I'm on disability and I don't drive so this is the closest location and I finally had a ride. My kids broke my phone and it had just gotten worse and worse and I showed them my phone told them specifically that I had bought a used phone off of a friend so my kids could just use Wi-Fi and they could use my old broken phone. They asked me if I had another line in there knows me and knows for a fact I don't have any other lines. I told him I will have my broken phone and I bought my kids a cheaper phone and they will be using Wi-Fi so I never asked for another line I just wanted to take my old broken cracked phone that I showed them and get a new phone. So that being the case I picked out a new phone by the way he was the only one there I've been there one other time since the people who always took good care of me weren't there and this guy William who is helping me by my phone was by himself this day I always pay cash they always give me a receipt. With my boyfriend I were in a bit of a hurry and I trust William which was my mistake. Like I said I've been in there one other time between Wendy's ladies all got different jobs or whatever and then and when William and this new manager who not a pleasant person to be around I'm not sure why I went in there that day I think it was to pay my bill not sure like I said but he instantly try to upsell me and I said I'm not here for a phone it was before my phone was broke and he just kept pushing me and pushing me with his words trying to sell me I said oh next time you come I take good care of you. William is intimidated by him okay so what ended up happening I get my new phone I go home and my old phone and my new phone are ringing at the exact same time mind you he did not switch over my old information to my new phone I said if he just told me how to do it I could do it at home and he also took out my SIM card and I'm not sure if he put a different one and I I don't know. So when I look at a text I receive right after that it said I would be owing $90 my bills 67 with insurance and I didn't understand so I went to my metro said the same thing. My boyfriend when I called him to explain the situation I didn't know it was going on said baby this is a different phone number from your new phone I'm like what I don't understand. When I had went and got my phone that place was closing or close to it so it was Seven 8 at night. The next day my boyfriend had to work so I went up there the following day oh and by the way that night I canceled what I came to find out once I spoke to customer service is that they opened a whole brand new line for me without my permission. I paid $210 total. I went back up there like I said not the next day but the day after and the rude I guess a new manager that works there sat and watched as I explained to William that I just need my old broken phone on my new phones plan that's the whole reason I had come up here the other day. He said know you opened a separate account I said no I didn't. And he just kept lying and saying that I did. He instantly snatch my new phone that I just paid $210 for out of my hand and said this isn't your phone anymore if you cancelled this new line I said I did the right thing by calling customer service or Metro however which is the same thing and that I wanted my money back or I want in my phone. He said since you already canceled this phone line this is no longer your phone. He said there was an activation fee of $79.00. And he could only give me $134 and some change for it back. Then I started looking and digging for my receipt which I realize he never gave me that day the one day he doesn't give it to me. And by the way before we had went to get my new phone I asked my boyfriend is it policy for them to keep your old cell phones when you get a new one and he said no way you was here to keep your old phone they have been keeping my old phones for 3 years without asking me God only knows the information they've seen on my phone they have all my passwords especially once at screen is up after I give them all my information. I feel like I've been used and abused. Anyways the manager ask him three different separate times did she ask for a new phone line a separate line he said yes over and over I stated no I never did I said look at my broken cracked phone why would I do that I've never had another phone line on my phone and I don't need or want another phone line. They even have the nerve to give me the case for the new phone they had just taken back for me when all I wanted was to get a new phone they could have made this very simple and easy but instead they didn't. I'm not going to lie I was very upset and had some Choice words. I ended up having to call the police but my broken phone ended up dying in between talking to my boyfriend to come get me talking to the police talk to customer service and talking to Metro service customer service that is and talking to corporate. So I walked next door after at least two hours of waiting for the police and I bought a charger at the gas station. It did not have the plug part you could not tell until after you bought it so there was no way of charging my phone I have fibromyalgia a disease that is similar to Crohn's disease called Still's disease and I have been on my feet between 2 and 3 hours. I kept getting up walking outside looking to see if I could see the police officers never saw them come. Eventually I left I was exhausted. And extremely frustrated. Okay here is an update so I guess I had a text mind you my phone wasn't charging well you'd have to bend it just to get it to charge blah blah blah and I didn't see or receive a voicemail until that night or the following morning that police officer didn't show up and between me I guess talking to corporate and the officer speaking with the manager they were going to give me $42 back which is half the amount. Okay that'll have to do. I have the voicemail it's from the Jacksonville Sheriff's Office it came up as an unknown number or I would have called the officer back. My boyfriend works a lot and like I said I don't drive it would take me I don't know about two miles to walk there may be a little less can't do it it's over a half a mile just to the bus stop. So, I went up there on I think it was Saturday. I was greeted by the manager his very intimidating and then he does not like me I think because I stand up to him that is just my opinion but it's he thinks he is superior Superior and he is always just sitting around doing nothing. Anyways I asked him for my $42 and he immediately starts to tell me to get out of his store and says no Williams not here to give you your money and I so William doesn't have to be here you're the manager and corporate said and you guys spoke with the police officer and everything straightened out can I please just have my money and he told me to get out of the store I said you have no right to kick me out I have done nothing wrong there was no reason for it. He kept repeating himself for me out of his store. And I said I was not leaving until I receive my $42. So he got all flustered. And mad and got on the phone with somebody but it definitely wasn't the police cuz he was speaking another language saying he was calling the police when I was on the phone with the police. I called the police waited 2 to 3 hours at least two not sure how long he didn't want me in his establishment but every 30 minutes to an hour I will go sit down for a little bit inside due to lots of issues I have physically. The policeman arrived and I was outside the store waiting he very briefly introduced himself. Walked into the MetroPCS close to San Pablo across from Regal Theaters he was in there maybe 5 210 minutes. And he invited me in and said I'm not getting my money back that this is a civil matter he doesn't know why that policeman said that because I asked and why did that policeman told me to come back up here I never wanted to go back to that store. But like I said I was told by a police officer which I still have the voicemail I would get my money back some of it. I understand the law and that it was a civil matter but they came to an agreement. When I went to the beach location in Jacksonville Beach I got a new phone but now I can't afford a new case that was going to be money for my case now I have a case for a Galaxy that they took for me and had the nerve to give me the case back I asked them if they could just give me the money back for it the first time I was in there and they said no. Then the police officer kicked me out of the establishment. My name is Elizabeth Reincheld and due to my boyfriend's being at work and my disability and us only having one car. We just went ahead and went and got me a new phone at the other place I don't know maybe a week. That money could have went towards of case and I had a plastic cover that I had bought they didn't reimburse me for the container of the plastic covers either I feel like I got scammed and used. And after this phone I will never go with Metro again they cannot be trusted. Their internet has been shoddy since they switch to T-Mobile and I think that is why they got rid of all those employees who are really good employees although they always have a help for wanted sign. It is just sad when all you want to do is be able to have a phone to call your family and your children one of mine is grown and out of the house and you can't even do that. Thanks for listening be careful out there!

Got a great phone for $100, very happy with data plan ( 2Gs) and coverage. No complaints.

I've had metro since 06. Best service ever