I-wireless

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.  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 attempted to contact the customer twice, both times leaving voice mail for a return call, which we have not received.

[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 [redacted]er 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]
---
I think my complaint has been resolved and can now close this complaint as the company rep John [redacted] has contacted me and  seems there is some issues with the mail or problems on their end as to why they dont receive any of my mailings for applying for their lifeline program. [redacted]

I called [redacted] and right off hand was told that they didn’t want to talk to me. I advised them I am more than happy to help them look at the issue. I found out they applied back on 7/19/14 and that application was "incomplete" so I cleared it out. They again applied on 10/10/14, and it says they are a duplicate subscriber, which means we, per federal regulation, cannot bring them on as a customer. This might be due to the "incomplete” order, so I advised them I could try a new application since I cleared the incomplete order. They refused to do a new application.  When they originally called in asking questions, they gave zip code [redacted] which is why the original agents were unable to find the application from 7/19/14 (the zip code is different on that application). I advised the only way we can get them in the system is to do a new application, and would be willing to do that over the phone. They were completely unwilling to do this.  I advised them I would set up a Manager callback and they became abusive.
Thanks,
[redacted]

hi, my name is [redacted] I have filed a complaint on i-wireless, I would like to update you, after calling the fourth or fifth time, last Friday the 7th, a...

man had told me that they was sending my phone back to me then I am suppose to call back an request a battery, again.. well then I got a voice mail yesterday, the 12th from i-wireless saying that they will return my phone when I pay them $9.00 for some fee. so they haven't even sent it out yet. the man I had talked to on the 7th didn't say anything about a fee, I hope they have every call recorded, I would like to hear them... I probable had said a few words I shouldn't of, but after 6 weeks for just a battery is insane.. please help...

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 Care
i-wireless, LLC |1 Levee Way, Suite 3104 | Newport, KY 41071

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.  
Regards,
[redacted]
I was not asking for a free phone at all. The major upset was it takes 30 minutes on hold to get a person and whem I said only I can not send my phone unless I have one. Thats was not their policy either but they changed their policy for me. I was wanting a new phone and maybe take the price of this phone off the new one.  Also I did not call the wrong number its not stated any where that I am to call only one number.  They are not forth coming with any info about nor was I told I wireless and [redacted] I wireless are not the same company. The statement they said was totally a lie about what I asked for

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 611 from your Access Wireless phone, or calling [redacted] from any phone, is set up for self-service. It...

explains balance and minutes/text/data remaining. It also gives you the option to add minutes/text/data to your account, above the monthly allotment. You 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.

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.

[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 reached out, and offered a free month of service, as well as replacing her phone for free. She accepted this resolution.

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.

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] [redacted]

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.  Thank you so much for expediting my refund.
Regards,
[redacted]

Customer was upset that we do not have the same selection of phones that are offered by Cincinnati Bell wireless, which we are in no way associated with. The issues he...

was experiencing was due to the fact that he was calling [redacted] customer service line, which he obtained from their website, not [redacted]. He has indicated he is not interested in any solution other than us sending him a different phone of his choosing and him not having to send the old phone back, troubleshoot, or spend time talking with anyone, which is not our policy. We will not send a new phone without first troubleshooting, which he refuses to do, and especially, without the customer sending us back the phone, which he also refuses to do.

Review: I no longer qualify for their [redacted] Program. My Account number is my [redacted] phone number [redacted] I have another [redacted] provider now.Desired Settlement: To discontinue my [redacted] service free benefit with them. I would like if possible to keep my same number and mins. I understand by cancelling my free service my phone mins etc may be suspended.

Consumer

Response:

They called me today. Complaint resolved. [redacted]

Review: I renewed my month-to-month cellphone on Saturday 9/21/My bank acct was billed the $for the fee[redacted] did not renew my phone service so I have been without service for days nowI have contacted them 3x requesting a refund with no response from [redacted]I had this issue last month and had to open a Revdex.com complaint[redacted] (then) finally responded and activated my service but placed me onto a plan I did not request which expired at the ned of the monthI am in the same spot as last month but with no service and no refund.Note, the Revdex.com initially responded that I did not provided adequate address info, but went ahead with the complaint after I responded with the additional info that [redacted] does not provide such info but the charge appears only to be originated out of [redacted] with a billing name of I WIRELESS
Product_Or_Service: montly cell service
Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund
I'd like a refund of $
Business
Response:
Dear [redacted]
On behalf of i-Wireless, I would like to personally apologize for any and all inconvienience this situation may have causedI also apologize for the delayed responseI was recently brought in to the company to ensure a greater customer experience, and I assure you that situations such as this are my top priority
I have reviewed your account, and I see that the credit was issued to you:
Thankyou for your recent email, upon reviewing your account and validating your
passcode and the credit card reversal has been completed for $
I am happy to see this issue has been resolved, and hope you continue to enjoy your iWireless device
If you need any further assistance,
please contact us via email krogeriwireless.com or by phone at ###-###-####
Thank you for being a loyal subscriber
Sincerley,
Customer Care Manager
i-Wireless

Review: Improper notifcation of Billing by I-wireless at [redacted] in [redacted]On 9.8.2013 I purchased an I wirelesss Air time car at [redacted] At no time was I informed that this was for a special $50.00 Flat rate reoccuring charge card. I used a [redacted] from (F[redacted])Subsequently I had used a [redacted] card from [redacted] According to their Transaction Detail I was using airtime at 20 Cents minute.Desired Settlement: Based on my usage according to their transaction Detail I wasusing I-wireless on a 20 cent/ minute basis not on a flat rate chargeof a monthly rate plan.Previously to that I had used my [redacted] from [redacted] to purchase($25.00 = 250 minutes of airtime. However, the authorization went through and I believe I am being charged, however, according to my onlinestatement, currently with Union Bank, (There is an Auth for $1.00).So the amount is %50 from [redacted] and another $25.00

Consumer

Response:

To the Revdex.com - I would like to clarify my complaint that I submitted the other day.\

I had purchased an i-wireless card at [redacted] Supermarket ln 9.8,2013 ([redacted] and I-wireless are affiliates of

the [redacted] Family of Stores.

The cards and misc groceries were chardged to my [redacted] Card. in C/O [redacted].

Being that I was seeking a remedy through [redacted] I was unable to obtain a remedy for a Prepaid Calling card

from I-wireless. I sent communications to I-Wireless, [redacted] and I tried to work out a refund through [redacted].

I have not obtained the results to remedy an issue with the prepaid card in that when adding airtime ($50.00)

The transaction was not fulfilled because of a software issue. My Cell Phone account # is ###-###-####

On the Back of the I-wireless ($50.00) Stipulates the

the terms of service -

'The airtime from this I-wirelesscard expires in 90 days from the date the card is loaded on yuour i-wireless

account. If you purchase and add an new i-wireless card before this card expires any existing account balance

will automatically carry foward to the new cards' expiration

Card is valid for Prepaid No cash redeemption value The card is non refundable Using I-wireless constitutes

agreement to the terms and conditions.

On 9.8.2013 I purchaed an i-wireless card from [redacted]. When I loaded the card into my phone, the card loaded

but not sufficeintly to charge the phone up to the total amount of Airtime Requested -Which is 250 air time minutes

did not go through. I have been a customer of Wireless for several years and this never happened. whe using their

20 cent a minute plan.

The Prepaid card # is [redacted] Phone # is ###-###-####

I tried to resolve through [redacted] but they maintened that there was nothing they could do because of the terms and

conditions stipulated by Iwireless.

I believe that the service from Iwireless is defective because when calling their #5338 number it indicated

that the entire $50.00 was accepted. However when trying to place a call Iwireless indicated that there are non

sufficient funds to make any call.

I also called [redacted] Co which operates the [redacted] Affiliate. They also gave me a run around. I spoke to

a [redacted]- at [redacted], at [redacted] I talked with a [redacted] as well as his associates. I received no

results. So at this time I would like to escalate these issues to the Revdex.com

pf Cincinnati and to the Consumer agencies that regulate the Communciation

carriers below-

A) Federal Trade Commission, B) Federal Communications Commission.

Therefore I am bringing these issues to your attention as well as to the

FCC, FTC, and other Consumer , so other consumers

will be made aware of problems when purchasing I-wireless Phone cards.

I also notifed my Bank since this amount was also charged via [redacted] - Also

I will also submit because of the use of my credit card with a national

bank to the OCC (office of the Comptroller of the Currency)

TY for your help in this matter.

I wish to append to my complaint at this time.

Business

Response:

We were able to contact the customer, make an adjustment to his account and place him on the correct rate plan. The customer was thankful for the help and follow up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

They have satisfactorily made an adjustment to enable me to use the $50.00 rate plan. Please close the case / complaint. TY for your attention in this matter.

Regards,

Review: Bought a new phone from their website. Started freezing and shutting down within a month of use. Returned it for repair, While the phone was in their possession it was used although they claimed it wasn't. When I called to see why it hadn't been repaired and returned yet I was told that it had cosmetic damage and therefor couldn't be repaired, when I shipped the phone it was in immaculate condition as far as appearance. I was told that no one had used it and that I would have to pay to have the non-repaired returned to me but nobody could tell me how to pay to have it shipped back or how much it would cost. I was told they would call me back, however, Nobody ever called back, I called again later on that day and still wasn't given any information. Called back the next day and was immediately put on hold, waited on hold for a half hour. When the lady finally came back she told me they had no idea where my phone was and it would take them 72 hours to find it, but was also told my phone was recycled. They deactivated my plan account which had a $25 credit on it. I lost my phone and my money I had accumulated on the account all because I trusted this company.Desired Settlement: Refund or Replacement of the phone and all money lost when they deleted my account, almost certain I will no longer be doing business with I Wireless by [redacted].

Business

Response:

We talked to the customer and worked out a resolution for their issue. We ordered a replacement phone that will be sent out today.

We believe this resolves the customers issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have a phone and service through Iwireless. I tried to download a ringtone a week to ten days ago and got an error message that my handset was not recognized. My wife called the Iwireless support center and was told by the technician that the problem was not my phone or the ringtone service and that it was most likely that particular song. He asked if there was another song we wanted and he was told no, I only wanted this song. His response was that we could give it a few days and try again. He removed the charge. I waited 7-10 days and tried the song again as he suggested. the ringtone did not download. I called customer service and told them the issue. I was put on hold and he came back and stated that my particular phone would not take a ringtone download. He said he spoke to his supervisor and was told since I had tried to download before not to credit my account. I told him what the last rep had told us and he said the supervisor said no credit. I asked to talk to the supervisor and he got on and I told him what the last rep had told us and that the same song was attempted not a different song and that if the last rep had told me that this phone I have would not take ringtones, I would have not tried to download it again. He said the note on the last call stated not to try and download again and I told him that if I WAS told that I would nt have tried again. He then stated that he would not credit my account.I f you check the history you would see that it was for the same song. Why would Iwant to download the same song twice? The supervisor then said that he was going to go only by the note.That note is wrong and both my wife and myself heard the conversation with the first rep. I should not have to pay for what I did not recieve. The download did not work, I do not have it on my phone and charging me for what I do not have is plain theft.Desired Settlement: I want the charge for the ringtone that I did not recieve to be removed from my account. If I was told in the first place that my phone doesn't take ringtones, I would not be writing this now.

Consumer

Response:

The business has resolved the matter to my satisfaction. Thanks Revdex.com for your help!