Switching to a new mobile carrier should be a fresh start, but for one customer, their experience with Metro by T-Mobile customer service quickly turned sour due to an unexpected fee and account suspension. This review details the frustrating encounter, highlighting a lack of transparency and poor customer service that left the customer feeling cheated and undervalued.
The customer initially signed up with Metro by T-Mobile, purchasing a new iPhone and being informed that they had to choose the $75 flex plan. Feeling pressured, they agreed to the plan to complete the purchase and activate their account. However, upon returning home, the customer decided they wanted a new phone number. Consulting Metro by T-Mobile’s website, they found information suggesting that customers are allowed one free phone number change annually. This seemed like a straightforward process to personalize their new service.
Following the online instructions, the customer changed their number. Immediately after, they received a text message indicating a $15 charge was due immediately. Confused and believing this to be an error based on the advertised free annual number change, the customer contacted Metro by T-Mobile customer service to clarify the charge. To their dismay, customer service informed them that the free annual number change was only applicable to accounts older than three months. This crucial detail was nowhere to be found in the information the customer had previously read regarding number changes.
Despite arguing their case and pointing out the misleading information, the customer service representative was unyielding. They insisted the $15 charge was legitimate and could not be waived. Furthermore, they threatened account suspension within 24 hours if the fee was not paid. True to their word, after 24 hours passed without payment of the unexpected fee, Metro by T-Mobile suspended the customer’s phone service. This occurred just three days after the initial purchase and payment of $85, leaving the customer with a brand new, but unusable, phone.
Feeling completely ripped off and deeply disappointed with Metro by T-Mobile customer service, the customer expressed extreme dissatisfaction. They felt misled by the advertised free service and unfairly penalized with a hidden fee, ultimately leading to service suspension. This negative experience has driven the customer to consider switching to a different carrier, highlighting the detrimental impact of poor customer service and lack of transparency on customer retention. The experience serves as a cautionary tale for potential Metro by T-Mobile customers, especially regarding hidden terms and conditions and the rigidity of their customer service policies.
