MetroPCS
Metro PCS Charging for a service which is not being provided. Changing accounts to bill higher without authorization

About 2 months ago, I stopped being able to send or receive SMS text messages to/from a certain international number. I haveinternational texting as part of my plan, and I have been able to send texts to and receive texts from this number before without any issues. I have called several times about this and they have placed 3 support tickets on my account. The problem is still unresolved! Furthermore, Metro PCS does not provide any support email address and their phone system is automated. So before I could even get to the department I need ("Specialized Operations Dept.") I have to spend about20 - 30 mins. On the phone. It's about a 10 procedure just to get to an initial person. Then it's another 5 mins for them to verify the account. Then another 10 mins. Just for them to understand that you needa different department! And I have to go through this EACH TIME I call. So I called them (for the 6th or 7th time) about this again yesterday. But there is no way to speak with a technician. All they're able to do on the phone is place trouble tickets. I have a trouble ticket opened since 10/05. They tell you that it takes 3-5 days to resolve a ticket.

It is now the 13th day. They also tell you that you'll receive a text message message once a ticket is resolved. I never received one for my previously closed ticket. So this time I demanded a compensation. The supervisor offered me a $15 credit and asked if that would satisfy me. I said that as long as they resolve the problem within the next couple days AND they let me know about the resolution, AND as long as I don't have to call them back, then yes the $15 would satisfy me. Today I got a text message that a change was made to my account and thatmy new bill is $79.49. My bill is supposed to be $86.29, which means I only received about a $7 credit. So now I had to call them again. 40 minutes later I get told that they took me off the family plan, so now my bill will be an additional $5/month. What a way to add insult to injury!

Company: MetroPCS
Country: USA
Site: metropcs.com

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