Metro by T-Mobile — Local services in Springfield

Disappointed Today, June 12, 2021, around 6pm, I went to the Metro store where I have conducted business with before on North Grand. I haven't been in for awhile because everything has been going well.

I went into the store because I have two business phones and a tablet but my personal name comes up on my clients Caller ID not my business name. I am not the only person using these phones and it looks unprofessional to me.

The young woman that helped me had a badge on "Lisa." Lisa informed me that I would need to call 611 for customer service. That did not work-it brings up a screen to pay your bill. I did not need that and I did not ask for it. I tried this twice in Lisa's presence.

Lisa talked with her "Supervisor" twice who was outside sitting in the car. His bright idea was to have me call 611. When that did not work then Lisa told me because my son's name was on the account her boss informed her that she could get in trouble for helping me contact Customer Service.

This is a training issue for Metro, the Manager, Supervisor, and Lisa.

Neither the Supervisor, who could have used this as a training tool were or Lisa were able to assist me in any way. I left feeling cheated out of my time and money.

I went to another location (South Grand) and received the Customer Service phone number and the young man provided me with an explanation of why this was occurring, because indeed my business name is on the account, it just doesn't show up on my customer's Caller ID. This young mand asked the phone number sent me a code and I read it back to him. The exact same thing the Customer Service attendant did on the phone.

This young man assured me, it would be a quick fix but I would have to call Customer Service. This young man provided me with the Customer Service phone number on a little pink sticky note. I called and it took 7 minutes to get the right information on my account that I pay for every month for the last five (5) years.

If Lisa or her Supervisor on North Grand would have provided me with an ounce of Customer Service Professionalism my issue would have been resolved and I wouln't have had a spike in my blood pressure.

I did not get that young man's name on South Grand (Anger stood in the way toward Lisa and her Supervisor) but I will send all my business to him and get his name tomorrow.

Five Stars for the young man on South Grand!!

Zero Starts for the less than stellar performance by the duo on North Grand.

Thank you for...

Charged me extra for bill which I paid 25.00 on the 3rd of September!!!!!! CHARGED ME ADDITIONAL 28.00 + FOR MONTHLY SERVICE😡 Over 400 in September because they tried to empty inventory, giving me a bullshit TCL PHONE.....70.00 BACK TO OLD PHONE BECAUSE THAT TVL WAS STRAIGHT BUNK!!!! RETURNED IT AND DID NOT GET AN UPGRADE, BUT A NEW PHONE, FULL CHARGE, THEY SAID THEY DONT DO UPGRADES ANYMORE. THIS STORE IS FULL OF BULLSHIT, AND ON TOP OF THAT, TGEY PLAY LIKE ALL THE PHONES ON DISPLAY HAS BEEN BOUGHT! NOPE!! NOPE!!!! IF YOU COME IN ONCE A MONTH, SAME THING😡

I WILL NEVER GIVE THEM MY MONEY ON TOP OF MONEY!!!!!🙄😡

DON'T SHOP THERE ON NORTH GRAND IN SPRINGFIELD ILLINOIS ROBBERS...

I had such a great experience at this mobile store! The employees were incredibly friendly, patient, and knowledgeable. They took the time to answer all my questions, explain the different options clearly, and helped me find the best plan that fit both my needs and my budget. The pricing on the plans is very reasonable compared to other carriers, and I felt like I was getting real value without any hidden fees or surprises. They also walked me through the setup process and made sure I left with everything working perfectly. I’ll definitely be recommending it to my family...