I went to MetroPCS.com on January 27th to add travel talk and pay my bill because I had to go to Indianapolis for my baby sisters' funeral. I was unable to add travel talk or pay on line since the site was down (I have seen other complaints on pissedconsumer.com for this exact same day). Because MetroPCS phones do not work outside of ones calling area without the addition of Travel Talk, it was very important to add the service (has to be done BEFORE you leave the calling area) and I was finally able to get through to a live representative.
I spoke to Angelo (MetroPCS Employee #926748) on January 27 at 12:16pm (est). I write everything down, force of habit. At that time I asked him to add Travel Talk which is $5 per phone and I have two phones. I wanted to pay my bill. He said that he was able to add Travel Talk successfully to both phones but was unable to take my payment because the system was down there, too.
I fly out that evening and arrive in Indianapolis at 1:00am (est) on January 28th. I couldn't make a call. I get up around 10:00am (est) that same morning, still can't make a call. Had to use the hotel phone at $1.00 per call plus 10 cents a minute to contact my family. Mind you I was in town for this tragic event as my sister had been murdered on January 23rd, on her 42nd birthday. My phone never worked in Indianapolis. I was driving in back country roads, in the sticks, with no phone.
I arrive back in Hollywood, FL on January 28th at 6:30pm (est) STILL no phone even though I am now in my calling area. Had to pay $38.00 for a cab ride when my friend was sitting at the airport waiting on my call. My phone had been totally disconnected four days before my payment due date (2nd of each month).
I came home, went on line to pay my bill so I could call my friend to let him know that I was already home. My normal bill is always $75.00 for both phones each month. My bill was $95.00 (January 29 confirmation #205568098)- so I was doubled charged for Travel Talk. I had to pay the bill, even though it wasn't due or I wouldn't be able to use my phone and/or even port my number to another service (which I immediately went to AT&T for new phones and service). When I went to the Corporate store (Young Circle, Hollywood, FL) they had a difficult time even looking me up - partly because when they started my account, they used my middle name as my last name and said they couldn't change it (I should've ran then).
The manager, Junior, said I have to wait 4-6 weeks for a refund (I don't even believe him). The store representative was as helpful as he could be - but the manager treated me as if I was out to get something for nothing. It is unbelievable that I should have to wait 6 minutes for my refund after what I've been through, much less six WEEKS? How can they do this? My bill was paid BEFORE it was due - they confirmed that fact at the Corporate store. No one at MetroPCS seems to know or care what about what happened. The stress and inconvenience that this has caused me is tremendous and I will make it my business to pull as many consumers away from that company as humanly possible. Horrible customer care.
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