I have been a Metro Pcs customer with three lines for a little over two years now and although I have known they do not have very good customer service, I really never had any major issues until today. My payment is due on the third of each month; however, due to unforseen circumstances I was unable to pay on the third of March. On March 22, 2013 I made payment for all three lines online and contacted customer service about resetting my billing cycle dates, since this is "prepaid" service. Customer service advised me that I would need to take care of that in my local store and that there would be a $5 service fee. Since I live a ways from town, I asked if there was a time frame that this needed to be done by and was advised that it just needed to be done no later than the third of April, since my service would be disconnected on the fourth for nonpayment if the billing cycle was not reset.
Today, April 3, 2013 I went into my local Metro Pcs store to have my billing cycle reset and was advised that they were unable to reset it and that I would have to make another monthly payment to keep my service from being interupted tomorrow. The representative told me, not to worry if I made a payment today it would carry me until May 3, 2013! My response was "Are you kidding me??, because I am not finding it funny at all." So basically, they are telling me that I paid for three lines to have 12 days service with the payment I made on the 22nd of March and now in order to keep my service I must pay another month. I went with their service because it was prepaid and no contract; therefore, my understanding was that when I pay, I would recieve service for that "MONTH". So, now in order to keep my service I must pay them another $125, which makes a total of $250 for 42 days service.
Some how, it really does not make sense to me; but, they seem to think it makes perfect sense to take advantage of loyal customers. I also want to add that I have never in my life filed a complaint of this type; however, this is not good business and people need to know that this company does not seem to care about their loyal customers. When I switched to their company so did about 25 or so of my friends and family (and many of their other friends and family members); therefore, when I switch to a new company that will be respectful of my business, so will my friends and family, along with their other friends and family members. I could have went with a company that offers contracts and great discounts on top of the line phones for signing a contract if I wanted to be obligated to pay for service monthly whether I used it or not; instead, knowing there would be times that we would not need service, I chose prepaid.