First, I would like to start by saying that I have been working in the "Customer Service" Industry in some form or fashion over 20yrs.in that time frame I have learned to value people as individuals and have come know that every time I encounter a customer I have to treat there situation as though it's the first time I have every heard that situation before. Not So With METROPCS!
Well, on April 3, I went on line to pay my son's phone bill for him not knowing that he had already made a payment. So I asked my son to call METROPCS and ask them to reverse the charge that I made because it is sitting there as a credit balance. The first thing that they tell him is... Well you know that it can just sat there and be applied to next month's bill. I told my son to tell them no that is not what I want.
Well, they finally told my son that they would reverse the charge and began to ask him for his Pin or Childhood Nickname. My son proceeded to tell them that he provided no such information. Mind you he hasn't had his phone long enough to have forgotten such information. Imho. After going around and around with this robotic person who supposed to be a customer service rep... Needless to say... We didn't get anywhere.
Finally, we were directed to the nearest "Coporate" office where my son was to take his photo ID to obtain this mysterious PIN that he has no knowledge of.By the time that he ended the call with person it was a little after 7:00PM. So, we headed on over to the METROPCS office that we were directed to only to find that it was closed.
Today, my son makes it to a Coporate store to show his ID and obtain his Pin only to be told that we had to come in and request the reversal the same day that my card was charged and that it was too late. Ok, the last time I checked if you overpay any account you have the right to have your money returned. I have worked in the billing department at my job for the last 5yrs and this is something that I see everyday. And we readily refund money that is not owed to us.
I call METROPCS thieves because they will not return monies to me that is not owed to them. How can they legally keep an overpayment?
When you try to get help from them you get the same robotic, uncaring, unhelpful and hard to understand so called customer service reps. They sound like they are reading from some outdated script. Needless to say I called my bank to dispute the charge and was basically told that they were going to reverse the charge right then and there and investigate the matter.
I am taking the time to warn the public that METROPCS is a shoddy, shady, shabby company. My son is just starting out in life with his first good paying job and does not want to be tied to a 2yr contract somewhere. Does that give them right to treat their customers this way. Mind you, he did not have his alledged Pin or Childhood Nickname that he has never been given. But again I ask does this justify being treated this way.
MetroPCS you all are thieves for keeping money that does not belong to you. You are unethical for forcibly making customers apply their credit balance to billing that hasn't even generated. What gives you the right! I think that the BBB needs to hear this as well!
Signed
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