MetroPCS Complaint - Disconnected From Proper Customer Service
DETROIT, MICHIGAN -- My bill is due each month on the 10th. I was unable to make the payment that was due on April 10th but subsequently made the payment by credit card on May 1st. Once this payment was made service was supposed to be restored within 4 hours however service was not restored. I contacted MetroPCS, the same day, by dialing 888-863-8768. I made several calls which ended with the automated system disconnecting my call. Finally, after 12 attempts and 2 hours later, I was connected with a representative who informed me that my account could not be accessed and to call back in 2 hours. I waited the 2 hours and attempted to call again only to have the automated system hang up on me several more times before I was able to reach a rep. The rep. was able to access my account. I explained the reason for my call and was told I would be transferred to the department who could help me and during the transfer I was disconnected again. I made several more attempts to speak with someone only to be disconnected several more times by the automated system. I was able to reach a rep. again and was told that my account could not be accessed again. I gave up on my attempts out of frustration and the very next day after the automated system hung up on me several more times, my service was restored and my requests for compensation went unheard. On May 8th, seven days after my service was restored, I received a text message informing me that payment was due on May 10th. Payments made are for the next month’s service and since I did not make the payment until May 1st there would have been no payment due. I called MetroPCS just to verify this was correct and after only one attempt I spoke with a rep. who informed me that my service would not be interrupted and to disregard the text. Unfortunately, on May 15th (today) the service was interrupted. This phone was purchased so that I can maintain contact with my children (one of them who is extremely asthmatic) during their commute to and from school. And due to the storms approaching my area, it was imperative to resolve this matter and have service restored. I called the toll free number for MetroPCS nine times only to be disconnected by the automated system. On my tenth attempt I reached a rep. who said I would have to be transferred because she could not access my account. During the transfer I was disconnected. I called three more times and was disconnected by the automated system then on the next attempt the gentleman I spoke with said he would make sure he had someone on the line before he released my call and he did just that.
I felt a little relieved at this point and explained the issue to the new rep. I was transferred to only to be told I would need to be transferred. I informed her of the several attempts made prior to reaching her and I refused to be transferred. She transferred me anyway and the call was disconnected. Two more attempts were made by me and the automated system disconnected both times. I made one last call, finally reached a rep. who informed me that I would be transferred. I refused to be transferred and explained all the wasted time I spent trying to resolve this matter. The rep. responded by telling me that her system was down and she had to transfer me to someone who could access my account. I gave in and once again the call was disconnected.
I was outdone and frustrated but called the toll free number once more. I reached a rep. explained the problem and told her not to transfer me to any other rep. This rep. informed me that the system was down and no one could access my account and that I needed to call back the next day. I refused her instructions and stated I was not ending my call until someone could provide me with help and compensation for another day I had to spend on the phone with MetroPCS. The rep. stated she could not access my account and she would transfer me to the department that could. I informed the rep. that she had just told me that the system was down so why would she transfer me now. I refused to be transferred and requested to speak with a supervisor. I was placed on hold and a few seconds later a gentleman named Robert identified himself as a supervisor. I went through my entire experience with him, expressed my frustration and importance of having this matter resolved and service restored. I also requested that I be compensated for my inconvenience for not just this day but for the problems I encountered on the day payment was made. He explained there was nothing that he could do to help me and told me to call back the next day. Robert acted unconcerned about my problem by informing me that I would not be compensated and since the system was down told me to call back tomorrow.
I requested to speak with someone over him and was told that I would need to send a letter to the corporate office and was provided with an address. I informed Robert that I did not believe that any action would be taken by me sending a letter to the corporate office so I informed him that not only would I send a letter to MetroPCS corporate office but that I would also file a complaint with the BBB. At this point I’m not sure what to do but I will have to contact MetroPCS tomorrow to try to resolve this problem. My problem is that I am going to end up going through the same thing I did on May 1st & 15th and there’s not guarantee that the issue will be resolved. MetroPCS has become the popular cell phone choice in my area however many have encountered some of the same problems.