MetroPCS
Complaint 99931 Details

I have been with MetroPCS since December 2010. I pay my monthly charge early for four phones. On April 1st 2012 I contacted them and explained my sons phone broke and since he is away at college and does not receive good service in Massachusettes he will be changing carriers. I was told to check back after a few days and verify the phone number was removed. On April 5th 2012 I received a text telling me the new balance due April 30th 2012 would be $75. Iwas on the $25 per line or 4 for $100 promotion but was paying $45 for my sons phone since it is a 4g. I made my monthly payment of $120 for all four lines on 3/28/12. I understood that the three remaining lines would be $25 each for a total of $75 per month. Today I received a text telling me my new balance is $100.50! I went online to check my account but only the balance was visible. I called and spoke first to a customer service rep named Michelle who explained that since I now have only three lines I was changed to the three for $90 promotion and because I "downgraded" my account I am being charged a one time fee of $10.50. Also even though I paid for a full month of service in advance for four phones I am not elligible for any refund. I then spoke with a Supervisor named Canbacie #60951, I asked her to explain why I am being charged for a change they made and I am no longer elligible to add a fourth line to keep the 4 for $100 since it is no longer elligible. Also How can they keep my full month payment for a phone and service removed from my account on April 5th? I am entitled to more than three weeks back. She told me I am not elligible for any monies back no refund or prorate and they are correct in charging the fee of $10.50 and keeping my full payment. I then asked to speak to her Supervisor or a Manager and after being on hold for 13 minutes the call was disconnected.