1 STAR - SERIOUS ISSUES WITH REFUNDS, CHARGES, ACCOUNT HANDLING, AND STAFF CONDUCT…read more
Metro PCS - 5540 Monterey Hwy, San Jose, CA
I am writing this review to document a very serious and concerning experience at this Metro PCS location. I am not posting this out of anger or revenge, but to warn other customers and to keep a public record of what occurred.
REFUND ISSUE - $109 IMPROPERLY WITHHELD
On December 22, I requested a refund of $109, which remained in "pending refund" status for approximately 10 days.
I contacted PayPal multiple times, and they confirmed on two separate occasions that:
* The refund was NEVER released by the merchant
* After remaining "pending" for 10 days, the transaction was changed to "canceled"
* This was not a delay, it was a merchant-canceled refund
UNPROFESSIONAL, RUDE, AND INTIMIDATING STAFF
I went to the store multiple times and was assisted by:
* Mariana - Store Supervisor
* Maria - Sales Associate
* Fatima - Sales Associate
All three displayed unprofessional, rude, and intimidating behavior, including:
* Laughing during a serious refund dispute
* Mocking behavior, staring, and dismissive attitudes
* Repeatedly telling me to "wait"
* Using the holidays as an excuse
* Attempting to confuse the situation even while I showed clear PayPal proof that the refund was CANCELED
At one point, supervisor Mariana admitted that sales associates often do not properly explain costs or so-called "promotions" from the beginning, and said she would speak with them. Despite this, Maria and Fatima continued behaving in a rude and mocking manner, even though the issue was not directly caused by them.
REFUSAL TO PROVIDE OWNER INFORMATION
Mariana stated she would speak with the store owner, but refused to provide the owner's contact information when I requested it.
THREATS AND INTIMIDATION
When I clearly stated that I would not remain silent until my refund was returned, supervisor Mariana threatened to sue me:
* For recording part of the interaction
* For a Facebook post I had made (which she admitted she had already seen)
These threats occurred while I was requesting a legitimate refund and constitute intimidation, not customer service.
METRO CORPORATE WITNESSED THE BEHAVIOR
During this interaction, a Metro PCS customer service representative (611) was on the phone listening to the entire conversation. The representative:
* Confirmed the call was being recorded
* Clearly heard the supervisor's rude and intimidating behavior
* Apologized
* Stated that formal reports for store misconduct would be filed
IRREGULAR CASH REFUND - NO RECEIPT
Minutes after I left the store, the supervisor called me claiming there had been a "cash drawer error" and said my refund would be issued in cash.
When I returned:
* I was given cash only
* No receipt
* No confirmation
* No written documentation
* Supervisor Mariana handed the cash to the associate, who gave it to me
* Mariana ignored me completely and offered no apology or explanation
Issuing a cash refund without documentation--especially after canceling a refund in the system--is highly irregular and concerning.
PAYMENT AND REPORTING DISCREPANCIES
The Metro representative also informed me that their system reflected only a partial cash payment, despite the fact that I paid a much larger amount using my PayPal card. I have receipts and proof.
This raises serious concerns about how payments and refunds are being recorded at this location.
"FREE" ACCESSORIES QUIETLY CHARGED
Another deceptive practice I experienced is that when staff say accessories are being "given for free," they are actually charged in a misleading way.
In my case, accessories verbally presented as "free" were quietly charged by splitting the total into two separate receipts, making it less obvious that the items were not free. Unless customers carefully review every receipt line by line, these charges can easily go unnoticed.
ACCOUNT CREATED WITHOUT MY AUTHORIZATION
Another major red flag:
When I installed the Metro app, I discovered that an account had already been created using an email address that was NOT mine.
* I was never asked for my email
* I did not request an account to be created
* I have screenshots proving this
* I immediately changed the email to my own
After sharing this experience in a local moms' group, other customers reported similar issues, including:
* Accounts created or modified without consent
* Services added without authorization
* Extra charges appearing unexpectedly
This suggests a pattern of improper account handling, not an isolated incident.
EVIDENCE AND DOCUMENTATION
Everything stated above is supported
Due that yelp only allow certaing amount of word in the reviews box, I wiill Continue in my next review after this.
