My review is being written about the customer service agent.I spoke with for metro t mobile , her name is MONIQUE F. I called and got her and thank God I did because I've been trying to figure out what has been going on with my account since 10/18/25 came into a T-Mobile Location on E. Craig to turn on a phone for a line that I had broken the previous device.. When I came in , I was offered to get a 4th line on my account and it would not disturb my bill in any way and I would go forward paying the same thing I'd been paying for the past 3yrs However, on 1/28/26 , I was online looking through my account doing a few things and I noticed there was a 5th line that was added to the account on the same day I had agreed to take the 4th line. I called got an agent, she literally kind of tiptoed around the question and offered to look through my bill and see if she can lower it. By going through things that I needed or did not need or that I was unaware I was paying for and didn't need them.So I realized that nobody calls Canada or Mexico, she told me she can remove all of that from each of the lines and bring my bill down to a $100 and for me to just look at the 5th line as being a dormant line , and if I ever wanted to add a phone to it that I could. She didn't want to answer for the agent before, so going forward. I had been given a credit and my bill actually was $73 for January and moving forward into February my bill was higher, not the $100. I was promised I called in got the run around got 25 text messages of all different amounts to pay, but I was told by that agent at the time to just ignore it my bill would be a $100 a month, going forward and not to worry. I paid the $100 a few days later. I was being charged for $3.24 and if I didn't pay it, they were going to suspend my line, I had gone in to go and pay that then I called up again, got another representative who gave me the runaround from another agent for 1 hr and 15 minutes treated me horribly still wouldn't just tell me the truth of what the agent had done to my account in october which was basically finagled my account to make a sale. I finally got this agent who I'm speaking up top. Her name is MONIQUE F. And let me say, I have delt with 3 lying agents. She was the only agent who actually took the time and was pleasant the whole time and looked back at my account all the way from the beginning and explained to me every single detail and what was going on with my account , she even.\nWas just so apologetic about the past agents mishandling of my account which was so sweet but was not her fault to even have to apologize for agents that do such things. She was the only truthful person literally from my last phone call with the last gentleman I had spoke with on february the 25th, who literally was such a jerk to me and then was trying to push for the upgraded sale commission or whatever they get on 4 of my lines, which I did want to do since I had been lied to my account has been basically done whatever needed to be done for an agent to make a sale for metro T-Mobile. I refused to give him that satisfaction.. however MONIQUE F. has actually given me some hope that the past 6 years that I have been with this company wasn't a complete waste. She has given me hope that people are truthful in this world. And customer service agents can be fantastic. She was amazing. She deserves a raise. She is probably one of the best customer service agents that I've ever dealt within any situation or in any company. She deserves recognition for what she did today. Because I was literally going to cancel all the lines that I had and never look back at metro T-Mobile I have been with this company for going on 6 years this coming and March, and I was literally going to just walk away from it, because I was so upset with the lies that these agents do to make a sale.But she has changed my mind entirely. I'd Give her a million stars if I could.She is such a kind, honest, wonderful woman.And I have total respect for her. Thank you MONIQUE F. @ METRO T MOBILE , YOU DESERVE THE WORLD , YOU ARE VERY MUCH APPRECIATED!!!
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