I-wireless

Review: purchased a phone 2 days after Christmas from [redacted], battery not holding charged, called I wireless told them the problem, was told they would sent out new battery, after 7 days still no battery, called back, was told it wasn't even sent out. also was told with assurance that I would receive it in 5 days, 7 more days went buy, no battery, then I received a padded envelope to send my phone back, which that wasn't what I was asking for, so once again I called back and asked them 'what the hell'. then they promised me that they would send it out right away, well then I started to have problems with the phone, like the ringer don't turn up, it fades in an out sometimes, so I decided to send it in an get a new one, so they sent me another padded envelope, I sent it in, they was suppose to contact me when they received it and they didn't, I tracked the package and they received it tues, this is fri. so once or twice again, I called them back, and was told that they didn't find anything wrong with it an they was going to send it back to me, then when I get it to call them back and request a new battery, its already been 5 weeks, now I have to wait probably another 3, 4 or 5... please help me, I feel like i'm getting the run around,, thank you...Desired Settlement: to treat customers with a little respect and do what they say their going to do.. and get me a new phone..

Consumer

Response:

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...

Business

Response:

A new replacement phone was ordered for customer free of charge.

Review: I already have a I Wireless Life Line Account set up with them. That Account Number is ###-###-####.

Emailed them twice about Cancelling my order. Both emails were dated before 12/5/2013 and 12/06/2013.

I The usb wont work for my pc. I did not call them because I have knolwedge of working these devices myself. This did not work as I had expected. I did just want to cancel by refusing [redacted] today but he already left before I could refuse. So today the date of this complaint is when the product did not work.

I tried to call [redacted] I wirless today around 4-5 but only dealt with automated teleprompts.Desired Settlement: I do no longer have the same card available that I used to order the broadband stick ORDER NUMBER [redacted]

Once I get that refund for the 49.95 in check form, I would like my Life Line account closed as well.

I feel thiss company has lack of customer support enthusiasm !

Business

Response:

A credit card reversal was completed for the customers order.

Review: I have had this cell phone company for 3-4 years and have never had any problem until now. I have an old plan with them and my minutes rollover each month. In December I had a surplus of minutes (400+)I didn't make a payment of $25 that month because I was under the assumption that I could use my rollover minutes, my husband looked it up for me and verified this. In January my phone was shutoff and all those minutes that were in rollover were taken away. I emailed the company about why this had happened. I got a response saying that since I didn't make a payment that my minutes expired. I clarified with them that I had rollover minutes and that they should roll over so they replied that I had to make a payment in order to get those minutes back(400+.) I did reluctantly and did receive them back and was told that they would expire in April so I would have to make a payment by then. Now its February and the same thing happens and when I called them to clear it up they stated in Dec my plan "expired' and they changed my plan (without permission.) So then they also tell me that my rollover minutes are capped off at 100/month and since it has been more than 30 days they are unable to refund any of those minutes. I tried to tell them that I checked my account and saw that there was 400+ minutes on my account and that it was never reduced to 100 minutes as they said but they are unable to provide any other info about it. I was under the impression that whenever I had rollover minutes that I would not have to pay the $$$/month because of the surplus backup. I don't use a phone very much and constantly have leftover minutes... isn't that the point of prepaid plans so that you pay for minutes and then you use those minutes??? I am so frustrated about this whole thing cause I have paid up on those minutes and they refuse to give them back.. they want a payment first (right after they told me that they were past 30 days and they were gone forever.) Please help me clear this matter up. ThanksDesired Settlement: I would like to have my minutes refunded to the phone since they weren't supposed to expire until April; without having to pay them more money.

Business

Response:

corp requested CB made. left detailed message. customer didn't pay the dec plan payment so plan defaulted to basic .20 and lost 480 min. per email added 100 back with a 20.00 payment but this was still not enough for a actual plan so the 20.00 used up at .20/ min and MAX is 100 so other 380 weren't added back yet. I got her back on the legacy 25 plan as she has been in past and credited the 380 other lost minutes as a courtesy. I advised they do have to keep PLAN active to keep rollover and acct ex and plan EX are two different things.

Consumer

Response:

[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.]

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,

Review: On Dec 5 I found out upon calling iwireless that my account had been suspended. The agent I spoke to that left me on hold for 35 mins. Could not tell me why my account was suspended. I had to call back and request a supervisor. I ended up speaking to the initial agent who for some reason couldn't transfer me. So I had to call back again and talk to a supervisor. Having to wait on hold again. At that time [redacted], the supervisor informed me that my account was suspended due to terms & conditions. Yet, they had gone ahead and taken my money for the plan, 2 days after they had suspended my account. They also managed to take my airtime reward points as well.

I initially called them because I noticed on 12/4, I was having trouble getting my tweets as well as placing calls. Which alarmed me because I am a single mother and need a working cell phone. Thus I added money/airtime minutes on 12/5. And tried checking my balance after having added the minutes. An I got a recording informing me I had no plan/airtime available.

According to the plan the incoming texts are free. I have texted a total of about 6 texts within the last 2 months. [redacted] informed me that my account had been suspended because I had sent over 4000 tweets. Which is a fallacy.

I was never given any warning that my account was in jeopardy of being suspended. No where in their terms and conditions does it mention the account would be suspended, if I received too many incoming texts. In fact it says incoming texts are free. I belong to [redacted] and tweets come in, I do not keep track of the #tweets that come thru. I have had this account since 4/2010 and have never abused it. If I had been given a warning, and the conditions explained. I would have corrected the matter. In their terms & conditions (which I just read) it says " we reserve the right to issue a warning AND to suspend or terminate your access to our service....". The operative words being "issue a warning AND to suspend". I was never issued a warning.Desired Settlement: I feel based on the circumstances I should be given the choice of 1) having my service reinitated, 2) having my service reinstated until the available airtime runs out and be able to port my phone number or 3) having my money refunded and be able to port my number.

Business

Response:

Customer account was deactivated for violationg the terms and conditions. Customer was receiving [redacted] updates via SMS and resulted in receiving over 4000 text messages from dec 1 - dec 3. We did attemt to call customer back to advise that upgrading to a smart phone would resolve the SMS issue with [redacted] but were unable to reach customer. We were unable to refund the customer because the air time was added via air time cards that are none refundable.

Consumer

Response:

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 disagree with their attempts to contact me. In this day and age with the capabilities we have. They could have left a voicemail or texted me with that information. And the option(s) I had available. They did neither. I was receiving texts not by my initiation. I was not the one placing the SMS messages/texts

Review: This complaint involves a company - I-WIRELESS.HOME, a division of I-Wireless, which is an affiliate of the [redacted] Consortium of Stores..

Recently, I had purchased an I-wireless phone from [redacted] Stores in [redacted] is an affiliate of [redacted] which sells phones and I-wireless phone cards

in multiples of $10.00. $25.00, $50.00, $75.00, and $$90.00 and $100.00

These are prepaid phone plans whose duration are in 30 month increments. However in the $10.00 $25.00, You are restricted to either 30 days, or 100 minutes

or 200 minutes respectively. If the minutes expire on you cell, you must refill it according to the plan you are using. However, if the plan expires and you have

several minutes on it, according to a representative of I wireless you lose the entire minutes remaining. If you have a balance on a $25.00 phone plan and want

to "top off" another $10-20.00 on the account through a prepaid phone card or credit card, the top value replaces the existing value of the card. (in minutes) - As was

explained to me on the web site (unless I am interpreting this wrong) It seems either way you lose value or minutes.

**I find that the Customer service on all I-wireless is horrible to say the least. I called I-wireless central and they told me that they don't service the [redacted] because

they are a different company. When You try to get a hold of a live customer service representative through one of their toll free numbers,,, You're just SOL.

There is no help.

There is just an automated service response unit.

I am surprised that the [redacted] Consortium of Conglomerates would allow this type of customer service to represent them.Desired Settlement: Could you please have someone that services that [redacted] Area call me and finalize the details according to the wireless home phone cards or according to the

use of Credit ATM cards.

Thank you for your consideration in this matter [redacted] ###-###-#### ###-###-####

Consumer

Response:

Complaint DetailI have an existing complaint on file, which is which the Revdex.com of Cincinnati, Ohio which is [redacted] regarding I-wireless home regarding cellular service through the [redacted] Consortium. 1) Lack of adequate Disclosure regarding pre paid phone card purchases or phone kit purchases according to FTC and FCC requirements. 2) BAIT AND SWITCH TACTICS used by Customer Service. 3) Possible illegal tampering with TAX and Tariff Rates as set forth pertaining to the FTC/FCC regulations which require that all taxes and tariffs have to be Pre published on any phone cards or Website that appertains to the use of SERVICE therein. ================================================================================...⇄ One of the major problems with this service is when purchasing a $10. $25 air time all in one card, the time frame or expiration is 30 days. on the $10.00 card you get a block of 100 minutes. On the $25.00 card you get a block of 200 minutes. If you let the 30 days lapse you stand to lose all the block or partial block of airtime left on of airtime cards. In my case I had purchased a $25.00 air time card with 200 minutes. A day before the expiry date I had 9 minutes of airtime left. when I went to recharge with a $25.00 Block, the 9 minutes of airtime was lost. There is a disclaimer on their website that says that if you "top" off before the expiry date, the amount of recharge will replace any remaining minutes. So legally, they have themselves covered. (so in my case it was 200 minutes). Today when I went to call Customer Service (611 option 4) I had asked them how do I roll over unused minutes, if possible to save money. Needless to say, they told that this was very complicated. Initially they told me that I should use the "CASH" option ???? and I had asked them where is this CASH option on their website? They became very elusive and confusing. The fact of the matter is The only way to recharge is through credit card/ ATM DEBIT CARD or by purchasing a Prepaid phone card at one of the participating [redacted] Outlets. The next thing that happened is they updated my record and told me is that the next time I went to repurchase a $25.00 Air time card it would cost $25.00 + $2.00 Tax + a 75 cent surcharge and that would be the cash option. In addition because I had used 2 minutes of the 200 block of minutes, as a ONE TIME COURTESY they would add a 2 minute gratis courtesy, because of the frustration, however, when I checked my accounting information the web site for the account only reported "198" minutes. I am enclosing a printout of a "screen shot" I took after I had a conversation with the Customer Service. Thank you for your attention in this matter [redacted]Desired SettlementI would like I-wireless home to fulfill their promises regarding their policy to "roll over unused minutes' in the future. I understand that there other service Providers that provide prepaid Phone card (cell air time) besides I-wireless. TY for your attention in this matter.

Desired Settlement: Other (requires explanation)

I am tempted to forward this complaint [redacted] to the FTC- FCC for legality purposes involving proper

tariff procedures as well. TY for your consideration in this manner.

Business

Response:

[redacted]-

I was very happy to hear that one of our representatives was able to resolve this issue to your liking. I apologize that the information provided to you about the plans was not accurate in the first place, and that you had to endure this experience. It is our goal at i-wireless to ensure that all of our valued customers are satisfied, not only with their service, but with all aspects of their relationship with us, especially when it comes to having a complete understanding of all the information that is provided to them. I ensure you that we will use this unfortunate experience to help us provide better service to not only you in the future, but to the entire i-wireless family.

Thank you,

Manager, Customer Care

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.

Regards,

Okay, I wireless home acknowledged my complaint and gave me 100 free minutes + a $30.00 Credit. If in the future any problems arises, they will make an adjustment.

This resolution is satisfactory and has been resolved. Please close all complaints.

TY for your attention in this matter, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9788404, and have determined that this does not resolve my complaint.

Complaint Detail

Review: I tried paying my monthly bill on the web. I got a message flashed across the screen saying the payment could not go through. Sick of this happening every month I went to another phone service. I then found the payment went through anyway. I called and complained. I was told the money would be credited back to my account and it would take around 3 business days. 3 business days later I checked and the debted my account again. I called back today and I was told that my bank account was only debted the one time even thought I clearly see that it was debted twice. I was assured that it would be credited only the one payment and that it would take 3 business days.Desired Settlement: I would like the two payments of $26.50 put back into my bank account. That is a total of $56.00 they need to replace in my bank.

Business

Response:

We researched this issue and identified what the problem was.

The initial credit card reversal actually triggered a second payment by

accident. Everything appeared to go through correctly, but a second

payment was processed.

Review: I have tried to talk to Iwireless all week and wasted 4 hours of my time. Every wait time is over 25 minutes to answer a call. My phone does not work properly and after several tries I only get a number to call to work on my phone. They have hung up on me never replied to emails and tell me half the timewrong company. Their web site does not specify what number to cqll for what state. And their internet options at iwireless.com do not ally to anyone but [redacted] residents and this is not told to anyone. After a week I finally get a new number to call and get my phone fixed. This is the worst company ever to deal with and should be shut down. This compnay also uses [redacted] as a front for good service but no respect from this companyDesired Settlement: Offer me phone I want off of their website even though they say I am out of their network when on their webpage iwireless.com since they do not let you know you cant you this web site.

Business

Response:

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.

Consumer

Response:

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,

Review: The company has deducted 900 minutes from my daughter's phone after I was told not to leave my credit card on file for automatic billing by their customers service personnel. They said that way she could use up some of her minutes and as long as I paid the payment before a 90 day period that it was fine. So that she could use her minutes rather than continuing to add another 200 minutes per month for a while. I have made numerous attempts at resolving this and was actually told by a representative on Saturday evening 3-1-14 that she had added the minutes back but, she did not. On Sunday 3-2-14 I was told that if I did not stop calling and complaining about this that they were going to deactivate her phone. I was also told that a manager would call within 24 hrs. and it never happened. In the past 3 other times when they took away minutes on my husband's phone they never called then either. I asked on [redacted] about this and was told by that representative that they would look into it and get it resolved and the there has been no response on that either.Desired Settlement: I just want her minutes back, that's all I've ever asked.

Business

Response:

It looks like this

customer goes on to a monthly rate plan, lets it expire, loses all her minutes

as she is dropped to a default plan, then calls us to get back on a plan and

have us place all the lost minutes on the account. She has been doing this for

the last six months. When we finally told her we were

not going to continue to reinstate her lost minutes, and that she would have to

start making her payments on time if she wanted to have all her minutes roll

over. The last time

we received a payment for a plan from her was 1/28/14. This

would require us to give her a free plan for 2 months. She needs to pay us

first, then continue to make timely payments to keep her minutes.

Review: On 12/31/12, a charge of $26.69 was made on my debit card out of my bank account. I didn't know about it until 1/4/13 and I called 1/5/13 and the customer service rep said it will be reversed back into my account. I asked the customer service rep to delete my debit card information on file. She said she did. On 1/7/13, another charge of $26.69 was taken again from my account without my knowledge or consent, now totaling $53.38. I call again asking to speak to a supervisor, and the customer service rep would not put one on, but referred back to me by their order that the customer service rep made a mistake and hit the wrong button and they will reverse the charges in 3-5 days. On the 5th day, I call, and it's still not in my bank account. By then, my phone bill with [redacted] is due and I can't pay it because the funds are not in there that are supposed to be. So I call, asking to speak to a supervisor, and again, one would not get on the phone and again the customer service rep says it will be yet another 3-5 days. Because these funds were taken, I was unable to pay my car insurance from my bank account as I usually do and this matter has been one huge inconvenience for me. They are so quick to take people's money but cause a hassle to return it. I even emailed them and they emailed me back saying it was returned when it wasn't. I wasn't given any type of reference number.Desired Settlement: To have my $53.38 that I worked hard for, returned to my bank account. I shouldn't have to beg for my own money they had no right taking.

Business

Response:

We contacted the customer regarding their account. We were able

to identify the issue with how their credit card was charged and correct the

problem, by issuing a credit. The

customer said she was satisfied with the outcome.

Review: On 9/17/14 I ordered an [redacted] black cellphone with order number [redacted] and authorization code [redacted]. The item arrived by [redacted] on 9/24/14. [redacted] left the packaged phone outside the lobby and it was vandalized. I notified iwireless and [redacted] the same day about it and I was told to return it to shipper for full refund. iwireless was supposed to send me a prepaid envelope with an [redacted] to use for the cellphone return. A [redacted] worker came to pick up the broken cellphone on 9/25/14 to which package he applied tag number [redacted] and returned it to shipper iwireless and I thought at that time he worked on behalf of iwireless. I received the prepaid envelope from iwireless 4 days later with [redacted] and then I realized the [redacted] worked did not act on their behalf, so I called ###-###-#### to tell them I returned the damaged cellphone without their prepaid envelope and [redacted] number. I spoke to a woman (maybe [redacted]) and gave her the tag number [redacted] and she said placed some comments in my account and said I will get my refund and it was almost there. [redacted] told me iwireless received the cellphone on 9/29/14 at 3:44 PM and it was signed by [redacted] (last name), yet I didn't get my refund until today 10/7/14. On 10/7/14 I spoke to [redacted] and [redacted] for hours and neither confirmed receiving the package or intending to refund my money $33.69. They all seem clueless and not pleasant, and not read or understand the comments.Desired Settlement: I should get a full refund for $33.69 and not have to waste hours on the phone explaining my case with people who have no courtesy and no people skills.

Business

Response:

We refunded the desired amount of $33.69 on 10/20.

I will send the response to the complaint you mentioned as soon as it is resolved.

Thanks,

Review: Iwireless has suspended my unlimited mobile data usage claiming excess use of the service. On March 13th I purchased a $35 all in plan which gave me unlimited talk/text and unlimited data with 500mb at high speed and a lower speed for the remainder of the 30 day term. On March 20th my mobile data completely stopped working. On March 21st I called Iwireless to find out what was going on and was informed that "Corporate has decided to suspend my mobile data for excessive use" as I informed them that I was on the unlimited plan I was told to check the TOS and that they had the right to suspend my account at any time for any reason or no reason whatsoever. Every time a person renews their plan with Iwireless their system tells each customer what their payment entitles them to. I spoke to 3 different reps for the company and no one would/could tell me the amount of data I used in that 7 day time spand to get my account suspended and continuously telling me that their corporate office made the decision. They would not connect to any to try to resolve this issue and said someone would contact me within 24-48 hours about this matter. Upon reviewing their TOS it specifically states that my $35 all in plan includes •$35.00 for Unlimited* Talk Minutes, Unlimited* Text Messaging and Unlimited* Data with the first 500 MB provided at speeds up to 4G LTE. Unlimited picture messages are also included. Unlimited does not mean unreasonable. I asked several times what is an unreasonable amount of data usage and no one could or would tell me what that is. If they fail to properly inform their customers what an "unreasonable amount" is then how do they expect anyone to manage it so that they do not violate their TOS.

Also in their TOS it states " If we determine at our sole discretion that you are using an unlimited or other service in violation of these Terms and Conditions or other i-wireless rule or policy, or in any other manner that we deem to be unreasonable or excessive, then we may terminate individual calls or data connections or terminate your Service, decline to renew your Service or offer you a different service plan with no unlimited usage component at any time. We will provide notice via text message that we intend to take any of the above actions."

I received no text message that any of this was going to take place they simply suspended my service and I was not notified until I placed the call to find out why my mobile data was not working.

After I voiced my displeasure with the actions they took and notified them that I was going to file a complaint with the Revdex.com and the attorney general if needed my services were completely cut off. No phone, no text, no picture messaging and I was forced to call again to have those services turned back on which they did eventually turn back on.

Iwireless reps told me that the only way I was going to get more data was for me to go out and buy another rate plan and this is 8 days after I already renewed my plan. So according to their logic in order for me to truly have an unlimited rate plan I would have to spend $35 a week instead of $35 a month to have a true unlimited phone plan.Desired Settlement: I want my mobile data service restored and for Iwireless to make it clear to ALL their customers that when they sign up for their unlimited plans that they are not really unlimited. If Iwireless does not want to restore my mobile data then reimburse me the $35+ tax that I spent on this rate plan for services I can not use, reimburse me for the pre-paid minutes I used on another phone (1 hour and 27minutes) calling them to get this issue resolved, for hanging up on me twice. And if they really want to be a stand up company pay my activation fees for switching to another carrier that will not put their customers through this kind of hassle and will fully explain or provide the tools to help a customer manage their account.

Business

Response:

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

Review: I just bought this phone end of November. I also bought a $25 airtime card. First the company was supposed to transfer my number, didn't do it, and I went through all sorts of issues due to not having phone service on either of my phones. When I pulled this phone out of the box, I noticed a button missing. When I called in to customer service, I first spoke to a gentlemen because my card was not working to credit the airtime. He said everything was working and hung up. VERY RUDE! I called back in and [redacted] answered. She was very nice, fixed the $25 airtime card problem and I asked her about what I thought was a button missing. She asked for the phone model to confirm, and said "no ma'am, its supposed to be that way". This is a second phone for me so I don't use this phone all the time. I went to use the phone in December and noticed this is NOT normal, the 0 button is missing. So I emailed I wireless through their website and heard back from [redacted] by email (which I still have). She said she was sending a RA to return the phone within 7 days and I would be sent another. This was December 27. I have waited, emailed [redacted], NO RESPONSE.. went back to my account and emailed again. This time I heard from [redacted] who has advised me that the RA was cancelled because I BROKE THE PHONE MYSELF! This is ridiculous. I did NOT break the phone, it came out of the box this way and the company, if their reps take good notes, should have my account documented about my concern from day one.Desired Settlement: I want an entire refund of not only my phone and rewards, but the $25 airtime card I put on, I cannot push the button on the phone, its useless (way to small!).

Business

Response:

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

Review: I spoke with [redacted] could not give me info on my phone service or allowed me to speak to a supervisor. [redacted] the supervisor never let me speak his manager or demanded that speak to customer service he said that is the only department I will speak to. No one let me speak to a manager.Desired Settlement: I want to speak to a manager.

Consumer

Response:

I am trying to get more info about my account. I am being harassed by manager supposedly name [redacted]. He will not let me speak to his boss and continues to hang up on me. I have stated to each representative I don't want to speak to this man but he continues to get on the same phone and be abusive. I would the administration to call me back....you can send it.

Business

Response:

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,

Consumer

Response:

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,

Review: I ordered a smartphone from their website and was sent a used item.Desired Settlement: What they think is fair. I partial refund would be appropriate for the loss of value.

Business

Response:

After speaking with Mr. [redacted], I issued the refund for the full amount the full amount that he paid for the phone, $[redacted], and also issued him [redacted] minutes.

Thank You,

Manager, Customer Care

i-wireless

Consumer

Response:

[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.]

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,

I just received 2 HTC evo cell phones today one didn't work it just kept restarting. So I called i-wireless support 3 different techs said they couldn't help because they were not trained on the phone and I had to ship it back at my expense. So I ask to speak to a supervisor I asked why I had to pay for shipping back a cell phone that NEVER worked he said that their policy and hung-up on me. Terrible customer service.. The only thing I can do at this point is dispute the charges with my credit card company. I would strongly suggest using a different cell phone company to anyone thinking about i-wireless.

Review: I purchased a [redacted] phone costing $250.00 from I wireless. I immediately noticed The low volume on the phone. I made sure the highest volume level was on and I still had problem hearing people on the phone. The only time I could hear was if I had complete silence at the time of the call. I also had issues with the phone freezing up at times. With in a week I took the phone back to the store to complain. They said the reason the phone was freezing was because I had downloaded games and virus had corrupted my phone. They took all the games off and said the phone was fine and there was no problem with the volume. I took the phone and again the phone would freeze up for minuets at a time and I could not hear my callers unless I had complete silence. If my phone was in my purse I didn't hear it ring. I took the phone back a second time this time it was past their fourteen day warranty so they said they could not refund or exchange the phone. I was upset and said I did bring the phone back the first time before my warranty was up but I thought the problem was fixed with the phone freezing up. I then asked for their corporate head quarter to complain and they told me to go the [redacted] office in [redacted]. I went to Cincinnati bell and they said they didn't even carry the [redacted] phone so they could not exchange the phone. So I go back to I wireless to complain again. This time I want my money back because I felt the phone is and was defective. I was told the phone was thirty days old and there was nothing they could do. I had to pay my phone bill or I wouldn't have a phone so I paid the bill and told them I would report them to the Revdex.com as I was walking out the door. Then as they were speaking another language to each other they said they would exchange the phone. By this time I was fed up with talking to them for over a month trying to resolve this issue.Desired Settlement: Fund my $250.00. Im not even asking for all the time and gas I wasted.

Business

Response:

No information available. None of the customer information pulls up in our system. From the complaint it looks like it was meant for Cincinnati Bell.

Review: I had my iwireless government cell phone stolen in the beginning of november 2012.I went to the [redacted] near [redacted] location where I received the phonr,([redacted].).I reported it stolen;I only had it 2 weeks; they told me there was nothing they could do because someone is still using the phone and their getting paid by the government just the same.So they told me go somewhere else and get a phone.I refused and asked who I could speak to so I could get the phone turned off and get a new one.He gave me a number, but I had to keep calling other numbers until I got the one I gave you.When I got the phone they were called [redacted].I kept getting the run-around.I told them to give me a replacement phone,for a nominal charge and we can move on. They never shut the phone off,(ph####-###-#### & the passcode is [redacted]) and I kept calling and they now were telling me to buy a phone at [redacted] Grocery store.I went to the one in [redacted],** and [redacted],** and they both stopped carrrying iwireless phones months ago-this is from DEC.2012.I told them I would write the Revdex.com and the appropriate Government agency whom they were billing in my name,and they knew I didn't have the phone .Ther is someone named [redacted] at [redacted],currently using the phone.I looked at the phone log last week and it has to be fictious calls being entered on the acccount,which I can still access using the phone# and passcode of -###-###-####,passcode, [redacted],and it shows many calls to the same number for one minute: a slew of them, and a few for either 5 or 10 minutes to [redacted].They still will not deal with me.They now have [redacted] in their name.These calls that I can still access are fraudulent and I would like you to expose them to the Goverment Agency that pays for these phones because they are being hood-winked.I would like them to send me a free phone after all this and have them exposed, Thank You, [redacted]Desired Settlement: Them exposed and/or me getting a phone and service. since they billed in my name for over a year.

Consumer

Response:

I-wireless called me this afternoon and said they will send a phone and put me on the monthly 250 minute plan that I was originally on.This happened today,12-04-13.I accepted their offer.Thank you very much for your help.Your organization is great and gets the job done.

Sincerely, [redacted]

Consumer

Response:

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 originally thought this problem was resolved, however the company has not sent me the 250 minutes or done anything they promised to do. Can you please contact them and find out what's going on? Thank you.

Regards,

Consumer

Response:

The business sent me an account for my old phone # but the phone has a different number on it. There appears to be some confusion about which number is/should be activated. This issue is far from being resolved and I would appreciate an additional response to my concerns. Thanks.

Consumer

Response:

Thank You for following up on this complaint. I believe the problems been resolved, but not sure.I-wireless kept sending silly messages on my phone telling me to respond immediately or my service would be turned off.For instance, I just received my monthly minutes and two days later they would text me saying I have to make at least one phone call a month to keep the service active.I already knew that and texted them back saying so.However, they kept doing it and I felt they were playing games with me and asked them repeatedly to cease.The texts would say "Do it now or your service will be turned off." They hav'nt done it for a few weeks but I don't trust them.I told them it amounts to harassment to me,but they kept doing it. Again,Thank You for following-up as I hope they have stopped this invasive non-sense.

Review: THEY TOLD ME ON 12/11/12 , THEY SENT A PHONE OUT 2 ME ON 12/5/12 & I SHOULD GET IT THIS WEEK , RIGHT NOW THEY ARE SAYING THEY DIDN'T SEND IT OUT !![redacted] TOLD ME , I-WIRELESS CAN GIVE ME A LOANER PHONE !!Desired Settlement: THEY NEED 2 KEEP EVERYTHING STRAIGHT INSTEAD OF CHANGING EVERYTHING AROUND + THEY NEED 2 GIVE TEMPORARY REPLACEMENT LOANER PHONES BECAUSE I BOUGHT THE PHONE FROM THEM , THEY SHOULD HAVE WARRANTY ON THEIR PHONES ALSO BECAUSE THEY ARE A PUBLIC CELLPHONE COMPANY !!

Business

Response:

Contacted the customer regarding

his complaint. Explained that we do not have

loaner phones. We offered to replace his

phone at no charge and overnight it if possible. The customer seemed pleased with this

outcome.

Review: I decided to add minutes to my pre-paid cell phone in case of emergency during various trips my husband and I were taking. I called i-wireless and had the representative add minutes to my phone because the previous number was no longer available. During one trip my husband tried to use the phone multiple times because of family issues, but it wouldn't work. He wound up having to call family collect just to get through. He was also unable to reach me to tell me of the problem. When he returned home a week later and told me of the issue I tried to use the phone and it wouldn't work from my home location. When I called i-wireless I was told the representative had failed to set up the phone correctly. I asked that the time allocated to use the minutes be extended because the phone was unusable due to the error of the representative to activate my phone. I was told they would not do so because I didn't call the same day the emergency happened. I contacted them in a reasonable time frame after I learned of the incident and determined that the phone also didn't work from my home address. They wouldn't budge on the issue.Desired Settlement: Extend the time to use the minutes by two months due to the fact that the phone was unusable due to representative error.

Business

Response:

Review: I have renewed my month-to-month account and the phone has not been activated in over 4 hours. Attempts to dial out using the phone give a "not paid" recording. A listing of my account status via the 611 dial in line also provides a partially incorrect account status which is unlimited air time with only a portion of my just renewed data plan as being available. Clearly there is a problem with the reporting system. A call-back request via the automated dial in line was not answered, a form submitted request for service was not answered and a manually initiated email was not answered. This is the 2nd time this has happened when renewing my account. The phone is turned off on a regular cycle when it runs out of time, so I already have over 4 hours of time lost on the phone. Additionally, pre-paying the phone cancels out remaining time on the various payment plans so the incentive to prepay is absent. But my credit card has been charged and service is not being provided. Again, this is the second time this has happened and the problem appears to be systemic but [redacted] is not providing what they promise.

Product_Or_Service: $50 unlimited air time for 1 month

Order_Number: n/a

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

I'd like my time pro-rated and I'd like Kroger to address the systemic problem that prevents even a timely response to a service inquiry. Even better, I'd like to have the phone be usable when it is renewed online.

Consumer

Response:

After another round of placing calls (the next day) to the customer

support team for iwireless, they resolved my problem by changing my

rate plan. They report this problem was related to a problem with

in-store time cards not working properly. I had renewed online, not

with a time card purchased "in store". While the phone is now usable,

I am not aware of what a "change in plan" means in terms of any

payment commitments, i.e., will I still be month-to-month, have

unlimited service similar to actual purchase and so forth. The person

who helped me was polite and friendly, but the the first time I called

on the second day, the customer service person was abrupt and rushed

me off the phone when she could have resolved my issue like the second

person did had she waited just briefly for the first trouble shooting

suggestion to work. This adds to claim that the company is

unresponsive to known issues. The explanation provided did not match

the nature of my issue although the fix worked. Again, this is the

second time this problem has happened over several months so it seems

the provider either is not being forthright in their description of

the problem or is not aware of the source of the problem I am having

renewing online via their website. My concerns include not just the

extended delay to obtain support but the disconnect in the awareness

of the recurring nature of the problem.

I consider the issue closed with the caveat I am concerned they have

changed my expected commitment to how I subscribe to their service.

If that becomes an issue, I will open a new complaint referencing this

one as the background.

Thanks.