I am formally submitting a complaint about a recent issue I faced with a phone purchase made via technical support over the phone. As a loyal customer for over eight years with four active lines, I had always been satisfied until now. During my call with technical support, I explained my device issues and requested a phone swap. The representative informed me of a $50 replacement offer, which I accepted after providing my credit card details. I was assured that the phone would be activated immediately upon its arrival. However, upon receiving it, I learned from both technical support and a local store that the device was meant for a new account, contrary to my request. I never asked for a new line—only a device swap. Additionally, I was told the phone could be used overseas, but now I find it cannot be unlocked for a year, which is a significant inconvenience. This situation has caused frustration and wasted time. I feel misled and the product does not match what was promised. If this issue isn't resolved promptly, I will have to report it to the Better Business Bureau for what seems to be deceptive practices. I request immediate correction of the issue, activation of the phone on my existing line, or a replacement device that works with my current account, or a full refund if the above cannot be resolved. I expect timely communication from the corporate office regarding this matter.
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