Defense Mobile Corporation

FINDINGS Member was on our [redacted] network.  There was several tickets created asking for  port out.  Unable to access [redacted] tools to check Status, however I see in our system the number is in Deactivation state which tells me it was manually closed per customers request as he has...

ported out prior to shutting down the network.  Last day of service was June 8th RESOLUTION Members number was eventually ported out before network was shut down

FINDINGS   When Defense Mobile notified  members  30 days prior of our GSM shutdown we also disabled all pay options on the back end, so no GSM members would be able to make payments.  When our members port out to another provided, there account automatically...

 goes into suspend mode after non payment and the in 90 days goes into deactivation.  This is set up by design   RESOLUTION   No resolution needed as system worked as designed, just would like to apologize to this member for the confusion and the lack of communication as to the answering service that took the call where not prepared and incompetent.  This service has since been discontinued.  The account has been manually deactivated.

FINDINGS Member was on our [redacted] network.  There was several tickets created asking for  port out.  Unable to access [redacted] tools to...

check Status, however I see in our system the number is in Deactivation state which tells me it was manually closed per customers request as he has ported out prior to shutting down the network.  Last day of service was June 8th RESOLUTION Members number was eventually ported out before network was shut down

FINDINGS   The member  joined Defense Mobile on 1/19/16 on...

our [redacted] network with 2 lines of service.  He outage was not effected by by our down sizing but rather temporary deactivated for non-payment.  I do understand at that time it was difficult to get with member services. The line was temporary deactivated on 5/20/16,  after 6/7/2016  we where unable to except any payments and she was not grandfathered in to our continues service at that time cause she was already deactivated.  Member also never completed their Veteran verification that we require with in 90 days of surfac RESOLUTION No resolution required

Complaint: [redacted]
I am rejecting this response because: the reasons stated in the complaint and need to know  that the two payments taken by the web site will not be coming out of my account  an apology  not denial  would be nice as after over a month I have moved on am very disappointed 
Sincerely,
[redacted]

Complaint: 1[redacted]
I am rejecting this response because:
Yes, the tickets were created however, Defense Mobile failed to contact me or respond to any of the emails, calls, [redacted] & [redacted] messages to gain the information to actually port out the number. Additionally, per their email of discontinuing service Defense Mobile told me as the customer to contact them in regards to my service and once again Defense Mobile failed to contact me or respond to any of my requests. I had originally purchased my phone less than 60 days prior to them canceling my service and was requesting a refund. It is appalling to receive this message from the Revdex.com on behalf of Defense Mobile given how bad they not only screwed me but also thousands of other veterans.
Lastly, just because I was finally able to port my number out does not relinquish Defense Mobile from their horrible practice and customer service. Even Defense Mobile could not respond to the Revdex.com in a timely manner, and personally I am surprised they even responded at all.
Sincerely,
Br[redacted]

FINDINGS Member was on our Verizon network, and what rumors member was referring to was on social media  about our GSM network.  There was...

an outage on June 1st for 24 hours, however all services where restored.  Since the member did port out I recommend refunding the Member $60.52 RESOLUTION   Member will receive a refund for $60.52 in 5-7 business days into his account

FINDINGS[redacted]s statements are correct as she did purchase service and was unable to be provided service.[redacted]
[redacted]
[redacted]
RESOLUTIONA full refund in the amount of $291.02 to be refunded to the members...

account after we confirm refund has not already been processed.   Please allow 5-7 business days to be deposited in members account

FINDINGSMember was on our [redacted] network.  There was several tickets created asking for  port out.  Unable to access [redacted] tools to check Status, however I see in our system the number is in Deactivation state which tells me it was manually closed per customers request as he...

has ported out prior to shutting down the network.  Last day of service was June 8thRESOLUTIONMembers number was eventually ported out before network was shut down

I received this email from Defense Mobile:
DEFENSE MOBILE'S GSM MOBILE SERVICE IS WINDING DOWN
Defense Mobile has been honored to provide your mobile voice and data services. Unfortunately, we will no longer be offering services on a GSM network, which is the network compatible with your mobile device. Service options are available to you if you want to keep your current device or change to a new one.
We value your business, and we want to ensure you have time to transition to another service provider. Take action by June 15, 2016, to avoid losing your wireless service.
Switching to [redacted] Wireless will keep you on the same strong mobile network you’ve become accustomed to with Defense Mobile. Plus if you switch to [redacted] Wireless, you can use your current device by simply adding a new Universal SIM Card Kit for $9.99, making the transition easy. And you can select from a variety of service plans.
To learn more about the offer, go to [redacted] Wireless.
We believe in [redacted]’s value:
• No annual service contracts – monthly plans start at $35 per month after a $5/mo auto pay credit*. This gets you unlimited talk and text along with 2.5GB of high speed data access
• Straightforward pricing for service – monthly taxes and fees are included in rate plan price, so if your [redacted] rate plan is $35 per month after a $5/mo auto pay credit*, you pay just $35.
• A great line-up of devices – including [redacted] and more
• Group Save lets you save when you add eligible lines to your account – up to $100 per month**
Plus for a limited time, [redacted] is offering a $50 bill credit to customers who port their number to [redacted] Wireless[redacted].
Regardless of the service provider you choose, you must make arrangements for alternative service no later than June 15, 2016. If you have not selected another service provider by June 15 your existing service will be terminated, and you will not be able to use your mobile device
To hear about other available service options that require a new mobile device, contact Defense Mobile at 844-815-9223.
To take advantage of the [redacted] Wireless offer or to learn more about [redacted] Wireless, go to a special page created just for Defense Mobile Customers: [redacted] Wireless.
I took their advice and went to [redacted]...after 3 days and $70.00 later. I had NO service.
Now I am with [redacted] and have service. The worse part is Defense Mobile is still billing me for monthly services. I have called 3 times to get this rectified. I called corporate this morning and the person I talked with could not help me. My next steps are to contact the F.C.C. for their help.
My advice it to stay away from Defense Mobile !!!

FINDINGS   When Defense Mobile notified  members  30 days prior of our GSM shutdown we also disabled all pay options on the back end, so no GSM...

members would be able to make payments.  When our members port out to another provided, there account automatically  goes into suspend mode after non payment and the in 90 days goes into deactivation.  This is set up by design   RESOLUTION   No resolution needed as system worked as designed, just would like to apologize to this member for the confusion and the lack of communication as to the answering service that took the call where not prepared and incompetent.  This service has since been discontinued.  The account has been manually deactivated.

Hello,
I wanted to respond to the complaint [redacted] lodged this morning. [redacted] was having issues porting his number over from [redacted] and reached out and asked for a refund for $61.08 on July 6th. We told him he would receive his refund in 3 days. Defense Mobile...

recently switched our refund system to a ticket system and due to a miscommunication between our Member Care Team and Financial Operations team, Mr. [redacted] refund was not provisioned right away. The customer reached out to our social media pages on July 14th inquiring about his refund. We quickly apologized, provisioned his refund and provided him a copy of his receipt that day, which is also attached to this email. Please let me know if this is an adequate explanation for this situation or if you need more details. You can contact me anytime by email at [redacted] or by phone at [redacted].
Thanks so much!
[redacted]

[redacted] was a member since 02/06/2016 on our [redacted]T network.  [redacted]y was affected by our network shutdown and received specific instruction sent to all our [redacted] customers on porting out.  She is correct about the service she received by another party that was interested in purchacing...

Defense Mobile and started providing customers Service.  They where not prepared and lacked the skills needed to  provide proper service, that agreement and deal has since been terminated.  RESOLUTIONThere is nothing we can do at this point for the member.  We where trying to get to all the members as quickly as possible.  We received this email from the member at that point all transactions have stopped06/13/2016 12:23:03    6/13/16    6/13/16    Other    Teresa Wesley    [email protected][redacted]  Since Defense Mobile refused to release my phone number to [redacted] I was forced to switch carriers AND get a new phone number, which was a major inconvenience since I use my cell phone for business. Your lack of service and customer support during your so-called transition (which has been a disgrace to all the military servicemembers and their families, who entrusted you with their business and some with spouses deployed who relied on your service) has by far been the worse I've ever experienced with a mobile carrier or any business. You can cancel my [redacted] number immediately since I was unable to port the number and I have already switched to a new carrier. I have filed a complaint with the Revdex.com, as have many other of your disappointed customers. If you have not gone out of business yet, it will be no surprise when you do so.Again - PLEASE CANCEL MY [redacted] number and account IMMEDIATELY. I have switched providers and was forced to get a new number. I don't need to continue receiving emails reminding me of the poor service you have provided.

FINDINGS Member did have 2 lines of GSM service with us. 
Tahoma,sans-serif;">[redacted] and [redacted]  Member did request in a ticket to move  [redacted] to our Verizon network.  Unfortunately  I am unable to pull the response up that was sent to the member.   RESOLUTION I called member and spoke with him.  I apologized on the behalf of Defense mobile and explained the chain of events that resulted in him not being able to port his numbers over to our C[redacted] network.   Member was able to rescue both his number and is on another carrier at this time.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The rumors are not indeed rumors but indeed facts.  Yes, there was an outage on June 1st, 2016 but there was also problems with the service much longer than that and no customer service able to help assist.  I am rejecting the response because I want it noted that this company is not what is advertised.
Sincerely,
[redacted]

FINDINGS[redacted] was on our [redacted] network.  [redacted]s a member since 04/05/2016.  His last payment was on 05/06/2016 Invoice #[redacted] for 41.66.  [redacted] was not effected by our shutdown, but rather lack of payment.  He was placed in Temporary  deactivation...

on 6/7/2016 for non-payment 623787    06/07/2016 00:00 AM    [redacted] SYSTEM    CHANGEFORM[redacted]Created By: SYSTEMStatus: APTemporary Deactivate [NONPY][SYSTEM] suspend_those_who_should_be[SYSTEM] CT_CHANGE_FORM_QUEUE.receive_complete_change_formM[redacted] received notification on 6/6 /2016 for pending deactivation.623624    06/06/2016 15:45 PM         SYSTEM    EMAILUsing Address [[email protected]]Emailed To [[redacted]Subject [Defense Mobile Service Charge Due Tomorrow]----------TEXT OF THE EMAIL----------James,I just wanted to remind you again that your mobile service charge of $41.66 including applicable taxes and fees is due tomorrow. Please make yourpayment at defensemobile.com/selfcare/login to avoid service interruption.Ifyou have any questions or are having issues with your payment, please call our100% Veteran-staffed Member Care team at [redacted]. We are standing by toassist you 9 AM - 6 PM EST Monday through Friday.Thank you for your service, itis truly an honor to serve you. Sincerely,GlennGlenn J[redacted]Defense MobileMember Care ([redacted])RESOLUTIONMember was able to port his number outPort Response Response No.:   [redacted]Version ID:     01Date/Time Sent:     06/08/2016 22:53[redacted] Rel. No.:     5.0.0Due Date/Time:     06/06/2016 11:37Group No.:     Coord. Hot Cut:     Response Type:     ConfirmOld SP Contact:     Contact TN:     User ID:      [redacted]Use Medium Timers:    [  \/]

Review: I have requested a refund from this company and still have not received one I requested a refund on the 6th of July was told I would have to wait 3 days before I got a refund did not receive refund called back in was told I it would be two more days waited two days did not receive refund called back in was told it would be two more days waited two more days did not receive refund call back in asked for a refund and to speak to someone in upper management by the end of business did not receive a phone call still have not received a refund inform them I would file a complaint with the Revdex.com by end of business if I had not received a phone call from upper management they sent me a message on [redacted] saying I would be receiving an email receipt of my refund still have not received anything via email or phone I have now called in to customer service four different times the customer service reps do not know what is going on which is why I have asked for a phone call from upper managementDesired Settlement: I would like a refund of all charges I would like to be compensated for the time that I have spent trying to get a refund I would also like a phone call explaining what the issue is with getting a refund and why it is taking so long

Business

Response:

Hello,