Where the Phones Don't Work and the Customers Are Crazy

I haven't talked about this until now. Not because I forgot—but because it honestly ruined my whole day. If I had opened my mouth about it a few weeks ago, I would've said some things way out of character. Time passed, I cooled off, and now I think it's just too ridiculous not to share.

Let me start at the beginning.

My mom and I walked into Metro PCS. I needed to figure out what was wrong with my account, unlock my old phone, and check if my mom could get an upgrade. If you've ever been to Metro, you know you never get out of there quick if you have a serious issue. I should have remembered that.

We're at the counter, I'm asking the rep questions, and this guy walks in talking to himself. Not under his breath—full-on mumbling to nobody. Red flag, but I mind my business.

Then he butts into my conversation. He didn't work there. He didn't know me. But he had the audacity to tell me to step aside and go to God about my phone issues.

I laughed and told him I had more important things to talk to God about than a stupid phone. My mom laughed too. But she wasn't amused overall. Later, outside, she asked if I knew him. I said, "Never seen that man in my life."

He got mad. Started yelling about the Bible and the end times. I told him he was in the wrong place and should read Revelations. He screamed "NO!" and crashed out right there in front of everybody.

Then he puffed his chest out and said, "I'm Brother [Such & Such] from Such & Such church." Like he was a celebrity. So I matched his energy and said, "Well, I AM Minister Twanna Y'vette."

He crashed out AGAIN. Spit flying. Veins popping. I couldn't even understand what he was saying at that point. I told him he needed serious help and walked off.

I refuse to be insulted or disrespected by anybody. Walking out was the best move. I could have really gone left on him, but I didn't.

My mom stayed inside a little longer. When she came out, she told me that after I left, he started yelling at the cashier, calling us "fake."

Meanwhile, Metro did NOTHING. No security. No manager stepped in. They watched the drama like it was a reality show.

And that's just the beginning.

The Account Issues

The account issues were a mess. The manager had to call the 1-800 number from the store. The rep said my records showed I went inside a store and made changes. The manager asked which store. The rep said "I don't know." The timestamps showed changes being made at times when the store was closed.

Make it make sense.

The manager was able to get my old phone unlocked. That was the only win. They checked on my mom's phone for an upgrade too. The whole process took about an hour.

Between the account mystery and the store allowing a random man to verbally attack a customer without lifting a finger, I was done. I ended my relationship with Metro that day.

But here's the thing—this wasn't my first problem with them.

Not My First Rodeo

I've reported Metro to the BBB twice before. I even got a new phone once because they knew at the time I was a big deal on YouTube. They wanted to keep me happy.

But the third time? They lied and said I had water damage in my phone. My phone had never been near water. I knew they were lying because the manager on the phone sounded like he was reading a script. He kept repeating himself after everything I said. No matter how I explained my phone was never near water, he would only repeat that script. I hung up.

The Bigger Picture

Here's what I didn't know at the time, but I found out later.

Metro by T-Mobile has an "F" rating with the Better Business Bureau. Over 4,000 complaints in just three years. Customer service score of 31 out of 200. 92.8% negative reviews.

Here's what other customers report:

Unauthorized Account Changes

• Plans switched without consent

• Insurance and phones added without permission

• Changes logged at impossible times (store closed)

• Customer service can't tell you who made the changes

In-Store Safety Issues

• Aggressive employees and customers

• No security

• No manager intervention

• Staff watching conflicts like reality TV

Deceptive Sales Practices

• Used phones sold as new

• Fake taxes and fees

• Hidden installment plans

• The "water damage" scam to deny warranties

Corporate Deflection

• Blame authorized dealers

• Force arbitration agreements

• Outsourced customer service that can't help

The Numbers Don't Lie

Here's what the records show:

Issue	Details
BBB Rating	F
Complaints (3 years)	4,000+
Customer Service Score	31 out of 200
Negative Reviews	92.8%
FTC Settlement	$90 million (cramming)
NYC Lawsuit (2019)	Selling used as new, fake fees

What Does This Tell Us?

This isn't just my story. This is a pattern.

• A stranger can verbally attack you in a Metro store and nobody will do anything.

• Your account can be changed at 2 AM on a Sunday and nobody can tell you who did it.

• Your phone can "magically" have water damage when it's never been near water.

• The parent company (T-Mobile) knows all of this and does nothing.

Why T-Mobile Doesn't Fix It

Metro is owned by T-Mobile. T-Mobile owns them, but acts like they don't control them. They blame "authorized dealers" even when the problems happen at corporate stores.

They were sued by New York City. They settled with the FTC for $90 million. They have an F rating with the BBB. And nothing changes.

They make you agree to forced arbitration, so you can't sue them. They outsource customer service, so nobody can help you. They watch the chaos and keep collecting your money.

The Bottom Line

I walked out of Metro that day and never went back. Not because of "Brother Such & Such." He was just a symptom.

The problem is the system. The lack of security. The lack of accountability. The lies. The runaround. The pattern of treating customers like they don't matter.

If you're a Metro customer, check your account. Check your bill. Check your plan.

Because if they can make changes to my account when the store was closed, they can do it to yours too.

And if a stranger ever crashes out in front of you—spit flying, veins popping, yelling about the end times—just know that Metro will watch it happen.

They'll do nothing.

Just like they did to me.

— Minister Twanna Y'vette