Review Time
Terrible company. DO NOT TRUST! Ordered a phone and these clowns shipped me a defective device.
Then expect me to pay to add another line rather than replace the piece of garbage phone they sent me.
Why do i have to pay for your mistakes? Trash company.
I am formally submitting a complaint about a recent problem I faced with a phone purchase made through the technical support line. As a loyal customer for over eight years, maintaining four active lines, I have always been satisfied with the service until now. During my call with support, I explained that I was having trouble with my current device and needed to swap phones. The representative informed me of a special offer for a replacement phone for $50, which I found reasonable and agreed to, providing my credit card details. I was assured that once the phone arrived, I could call customer service, and it would be activated immediately without any issues. However, upon receiving the phone, both technical support and the nearest store informed me that the device was meant for a new account, not for my existing line. This contradicts what I requested and what was communicated during the purchase. I only needed a device swap, not a new line. Moreover, I was told that this phone could be used overseas, which is crucial for my frequent travels. Now, I have learned that the device cannot be unlocked for a year, making it unusable for my needs. This is a significant inconvenience and a clear case of misrepresentation by the support team. This situation has led to unnecessary frustration, wasted time, and financial strain. I feel misled, and the product I received does not match what was promised. If this issue is not resolved promptly and fairly, I will have to report it to the Better Business Bureau, as it seems to be a deceptive business practice. I respectfully request the following resolutions: Immediate correction of the issue, activating the phone on my existing line as originally intended, OR Replacement with the correct device that can be used with my current account, unlocked as promised, OR A full refund if the above cannot be resolved. I expect timely communication from corporate to address this matter. Thank you for your attention, and I look forward to a swift resolution.
I am formally submitting a complaint about a recent issue I faced with a phone purchase made via technical support over the phone. As a loyal customer for over eight years with four active lines, I had always been satisfied until now. During my call with technical support, I explained my device issues and requested a phone swap. The representative informed me of a $50 replacement offer, which I accepted after providing my credit card details. I was assured that the phone would be activated immediately upon its arrival. However, upon receiving it, I learned from both technical support and a local store that the device was meant for a new account, contrary to my request. I never asked for a new line—only a device swap. Additionally, I was told the phone could be used overseas, but now I find it cannot be unlocked for a year, which is a significant inconvenience. This situation has caused frustration and wasted time. I feel misled and the product does not match what was promised. If this issue isn't resolved promptly, I will have to report it to the Better Business Bureau for what seems to be deceptive practices. I request immediate correction of the issue, activation of the phone on my existing line, or a replacement device that works with my current account, or a full refund if the above cannot be resolved. I expect timely communication from the corporate office regarding this matter.
When dealing with budget providers, one might think you get what you pay for. However, when a company makes a documented mistake and fails to correct it, that is unacceptable regardless of the price. An agent guided me through adding my new phone to my old line and assured me I could use the E-sim. Although it appeared to work, I was left unable to use my phone except for emergency calls. After two hours on the phone with customer service and supervisors, their only solution was for me to drive three hours round trip to a store with my ID for verification. I was without phone service for a week, missing important calls. At the store, a security question about my payment due date was asked, which I couldn't answer as I was on auto debit. I was also overcharged according to previous representatives. The service and reception are disappointing, but the worst part is that they do not honor what their agents say on recorded lines. You truly get what you pay for!
They refused to refund or credit my account for an overcharge of $25 at a store. I was charged an excessive amount in sales tax, labeled as an activation fee, along with forced insurance that should have been included. I was instructed to seek a refund in person at the store that overcharged me.
I ordered a new phone online and, upon arrival, was unable to activate it. The system indicated that delivery wasn't confirmed, despite having confirmation from the delivery service. Attempts to activate in-store also failed, even with a store employee as a witness. This should have been easily resolved. After multiple calls and no clear solution, I finally managed to get it working, but the service was horrendous. I will not order directly from their website again.
I visited a store to exchange a defective device and encountered a disrespectful agent who refused to assist me. Despite previous confirmations from customer service regarding my exchange, the agent attempted to upsell me instead. I even had to call the police for assistance as he would not help me. This is unacceptable behavior, and I plan to file complaints with corporate and other relevant organizations.
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