Metro by T-Mobile — Local services in Homestead

I have used Metro PCS for several years with minimal issues. Due to a mishap where I bought a locked phone by accident, I lost access to my phone number. Online reps were very helpful and let me know that an in person rep would be able to use my ID to re access my account. Paul, the rep at this store, was either poorly trained or purposfully dishonest. He told me that there was no such recovery process using an ID as verification, that I was wrong to trust online reps, and that my only recourse was to open an entirely new account. I trusted him, so I let him open me a new account, as well as purchased a new phone and modum for my home. Paul assured me that he would ensure that my old account was cancelled, and that I didn't have to worry about being charged for it. However, this week I discovered that I had in fact been charged for my old account. I reached out to online reps and they were able to confirm what I had been suspecting: Paul was incorrect, and there was no reason he had to open me a new account. Because of Paul's incompetence, I lost the phone number I've had for over ten years, as well as voicemails from deseased loved ones that could have been recovered if I had access to my original account, and had to dispute an incorrect charge. If I were in a more precarious financial position, this could have had serious consequences. Paul's behavior during our interaction has bothered me ever since - he was condescending, assured me many times that I was wrong, but assured me that he was "helping me out". I suspect he wasn't helping me, but was helping his own commission rates. I don't begrudge salespeople the need to meet their quota, we all gotta make money to live. But his actions were either negligent or outright dishonest, and either way require serious scruitney. I do suggest Metro, but not through this location. The ECarson location is more reliable, or the online reps have always been...

The positive or five-star reviews are all worded extremely similar. It seems like the same person posted them just using different names. Also, they continually use "key" words. Meanwhile, in reality this is the absolute worst Metro store I have ever been too. The sales rep/owner's customer service techniques are by far the worst. He told me I had to buy a certain phone, to go with a particular plan. He said they were out of the phones that were advertised as free and I was not able to get a less expensive plan with the phone that was available. I have never heard as much BS as I did in that 15 min time span. By the end of his first paragraph, I knew 15 mins was already too much time spent...

Honestly the service sucks. Theres only ever one guy in there when either me or my dad goes and he dosnt seem like he knows what hes doing. Ever since weve switched to metro my dad has broken 4 phones and hes never broken a phone before. We have constantly bought new screen protectors and when he puts them on they crack easily and bubbles are always stuck under them. The plans are great but the guy that works there...