Access Wireless

We spoke with MR***, and walked him through the process of checking his account balance

The $has been put on her balance and the data adjusted We have left contact details in case she has any more questions

Unfortunately, there are times of the day when the wait times are long, and that is an issue we are addressing. However, our IVR system, which can be reached by dialing from your Access Wireless phone, or calling *** from any phone, is set up for self-serviceIt explains balance
and minutes/text/data remainingIt also gives you the option to add minutes/text/data to your account, above the monthly allotmentYou can also log into your account on accesswireless.com by using your phone number and passcode, and see all of this information there. Again, we apologize for your frustration, and we are actively working on ways to improve the customer experience

The customer has indicated that the package was stolen off
of their doorstep at the verified address: *** *** *** *** ** *** *** ***I researched the tracking # *** via FedEx
website and it says that it was signed for by ***.This customer will need to file a
claim with FedEx

I have tried multiple times to get in touch with *** I have left multiple voice mails for him to call me back so we can resolve the issue he is having with his phone .As of Friday October I have not heard from him to resolve the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which
indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, I have yet to see the credit posted to my account I understand that this may take several more days, but I am closing this now with the understanding that the refund will eventually postI will reopen the complaint if the credit does not appear in a reasonable timeframe
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---I wireless account info Inboxx [redacted]9:06 AM (2 hours ago)to me, [redacted] My account number is [redacted]. There isn’t a contract or agreement that I signed for this company because it is prepaid. I have no obligations to this company it is a monthly prepaid wireless service and I didn’t subscribe to auto bill pay.This e-mail, including attachments, may include confidential and/orproprietary information, and may be used only by the person or entityto which it is addressed. If the reader of this e-mail is not the intendedrecipient or his or her authorized agent, the reader is hereby notifiedthat any dissemination, distribution or copying of this e-mail isprohibited. If you have received this e-mail in error, please notify thesender by replying to this message and delete this e-mail immediately.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I don't get mail from the address where I am living. it was agreed from the beginning. I made my credit card address where my mom lives, so I could receive all mail and inquiries to her. I did receive a phone call from [redacted] claiming that they could be able to ship it in different address but they need my credit card to be at the living address. I told them that my credit card is no different address because if they are to contact me for some reason they would send any correspondence where my mom lives, because the guy get frustrated over it. I told her why such a thing exist, she said it for privacy reason. I told her that people are facing different kind of problems every day and they have to do things not because they want to but because they need to. It is the need for which I am having such problem and because of unreasonable excuse which you are claiming I am walking without phone. I am sick person and needs assistance and need to be connected with my transportation and because of your policy I won't have any phone now because of you policy which doesn't make sense. She said nothing to that and there was silence and after saying hello hello there was no one and I just hang up. This is the conversation which I had with executive person who couldn't over ride her system for one time only and do the transaction. The lack of complete understanding in meeting me so I would be able to be assisted in my problems was meaningless and I don't know what I am going to do without phone.
Regards,
[redacted]

We have tried multiple times to get ahold of [redacted] by phone and by email. He will not respond to my emails and he will not return my phone calls.The call back number we have goes straight to voice mail. I have left multiple voice mails for him to call me so we can resolve his issue he is having with his phone.At this time he has not contacted me so the issue is not resolved.

Ms. [redacted] – I apologize, as I am currently traveling. I am having my associate reach out to her, again, to resolve. My direction to him is to send her a phone that was tested and verified working before sent out. The issue here is that without actually every receiving the devices she has been having issues with, we are not able to pinpoint the issues with the device. Our policy is to never send a new device without receiving the handset with the issues back first. I am making an exception for Ms. [redacted]. My associate will also ensure that the voicemail feature is working as well. Thank You, [redacted]Manager, Customer Carei-wireless, LLC |1 Levee Way, Suite 3104 | Newport, KY 41071

We've informed Mr. [redacted] that his account is still valid and he is still enrolled in Lifeline.  He did have a pending port on his account that was done on 5/3.  It has been delayed by his previous carrier, [redacted]. We cancelled the port to enable Mr [redacted] to use his Access phone....

 Additionally, we informed the customer that we have attempted the port and that he would need to get in contact with [redacted] to push the port through.

We...

contacted Ms. [redacted] on 7/28/2015 and assisted activating her phone. Additionally, we gave her a $35 dollar credit
for her issue.

When I talked to [redacted] she stated to me she is receiving her internet as her lifeline assistance. When we tried to enroll her in Access it is stating The primary address in this transaction matches the primary address of another subscriber.Effective December 2, 2016, eligible customers may choose to use their discount on mobile/fixed broadband instead. [redacted] has hers on her internet.You can only apply for one type of assistance at a time. If you have broadband assistance you will not qualify for the mobile phone assistance.You are only allowed to get one Lifeline discount (phone or internet, but not both) per household, not per person.

I see that she Ms. [redacted] did call into us, and an agent was unsuccessful in their attempt to activate her phone. A corporate representative again attempted to reach out to her, but the voicemail on the phone number provided appears to not be set up. Ms. [redacted] may reach out to Randy S[redacted], my corporate representative, anytime, Monday - Friday, between 9am and 5pm EST. His phone number is ###-###-####.

We tried reaching out, again today and left a
voicemail. His replacement parts have been
ordered, per his last voicemail, and they were shipped on 3/4/2016.  We have assisted in every way, and when we try to reach him, there is never an answer.  Mr [redacted] called once, we ordered the replacement parts, and a
message was left with him that this was done.  He attempted to call again yesterday after business hours, which we only saw this morning.

[redacted] was contacted and agreed to a replacement phone. We shipped the phone to her work address and she did receive it. She stated she did not like the phone and would be sending it back to us. We are under no state obligation to replace a customer’s handset if it is lost/stolen. We also cannot provide specific devices as replacements. We full filled are end by replacing the phone.We do not guarantee what type of replacement phone you will receive and she chose to send the replacement back to us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company has not contacted me at all my cell is ###-###-#### my home is ###-###-#### so there should not be any reason for them to be untruthful in contacting me this time. I am a single parent so there is no reason for them to say a guy answered my phone especially when I use their service to save money instead of getting a contract with well known companies. To answer their last statement if there is no record of my account then how do I have wireless service through the I wireless company, how do they have my credit card on file, an. why haven't I received a refund yet for the unauthorized payment that the company made from my card. I spoke with supervisor Flanna and she refused to help me and csr Ann also refused. Do these people actually work for your company because if not then I will attain an attorney to sue I wireless for false advertising and fraud.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We attempted to reach the customer on the evening phone number provided, which goes
straight to a message that does not allow the option to leave a voicemail. We then tried the morning phone number provided. A male voice
answered, and when we indicated we were calling from iwireless for...

to speak with [redacted]
Jackson, he hung up.There is also no record of an active account with our service.