I-wireless

Review: On August 14, 2014, I ordered a [redacted] phone online from the I-Wireless in the amount of $294.29 including taxes. My account was immediately charged for the above amount. I received the phone on 8/19/2014. Upon opening the package containing the phone, I saw that it was used and not brand-new as advertised on their website. I called I-wireless on 8/19/2014 regarding this issue and was promised a new phone once they received the one in my possession. With an authorization number given to me by one of their agents, I mailed the phone back to them on 8/20/2014, which they received on 8/26/2014. Days went by without any feedback from I-wireless, so I called and called, and each time I would get a different response from its agents regarding the phone or a possible refund. I felt I was been given a- run- around. Sometimes, I had to deal with rude customer service agents, who would just hung up on me and/ or just did not care. Then on 9/2/2014, I got a missed call/message left on my answering machine from an agent from I-wireless insisting" they are not ordering me a brand new phone, so they are sending back the one I returned to them" At this point, I wanted my money back instead because of the way I am being treated. So, I called I-wireless back and asked to speak with a supervisor. I was put through to speak with one of their supervisors, who identified himself as "[redacted]" and after giving him the reasons as to why I am wanting my money back instead, he said the phone was returned within 14 business days, so there is no reason as to why I won't be refunded in full. I waited days for the money to show up in my account but to no avail. There was/is no money, so I started calling and calling, and each time as before, I would be given different answers by I-wireless agents and supervisors. I was told on many occasions that my bank is the one holding up my money. That they refunded the money back in my card on 9/2/2014. That it was done on 9/17/2014/ , on 9/18/2014, and just today, I was told by an the agent helping me that it was refunded but on 8/14/2014. I told her that this could not be true because that was the day I made the initial purchase on their website. Then, she responded that I am right, she needed to read her notes to find out exactly the date when I-wireless refunded my card. And she still could not tell me but kept on insisting they refunded my card. Truly, this what I have to deal with for a month now and counting. This back and forth has been emotionally draining! I would like a refund from I-wireless.Desired Settlement: To get a full refund in the amount of $294.29- the total amount paid at the initial transaction (8/14/2014)

Business

Response:

I re-issued the refund. [redacted] is going to let

me know when she receives it. I did inform her it could take 5-7 business days for

the refund to show back up on the card.

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. Thank you so much for expediting my refund.

Regards,

Review: I-wireless continues to provide inferior service when it comes to the operation of my cell phone. I have went through 3 different phones, 1 of which I was instructed by I-wireless to purchse due to the continous issue of not being able to utilize the mobile data and picture messaging. I continously have to call I-wireless to have to punch in a series of codes to reset my phone inorder to get my phone to work briefly. At this point I have called about 100 times if not more, and have spent hours on the phone with the reps in an attempt to get my phone to work properly. The latest issue is when I purchased the latest phone that have offered the coolpad and not even after a week of owning this phone I am unable to utilize my mobile data, I have been shorted on my minutes and I'm unable to use my picture messaging. I-wirless fails to provide me with a long term solution to this problem and only offeres temprary fixes only for me to end up in the same situtation of having to spend my time calling them and constantly punching in codes in order to get my phone to do what it should do and that's work completely. I only get to use some of the features that my monthly plan includes. No one should have to call this many times and not have a resolution to this problem. I believe I-wireless is incapable of providing the service that they advertise yet continue to push products onto the public in a money grab attempt only for us the customer to be left with the headache of dealing with this company to get our equipment to work.Desired Settlement: What I want is for my phone to work properly and not have to call multiple times and punch in all kinds of codes in order to get my phone to work properly. If I-wireless can't do that then they should refund the customers their money that they have spent on phones and monthly plans that they have been unable to fully utilize or pay for all fees associated with switching customers over to a phone provider than can handle the service that they clearly can not.

Business

Response:

Complaint ID [redacted], we Left a voicemail explaining we are aware of the coolpad web issues and have a ticket open with sprint. Advised that for the inconvenience we can upgrade his plan to the $50 all-in-plan, or discuss some other compensation if he would like. We have not received a return call.

Review: I shop with [redacted] stored in Jackson, Tn. and had a ordered a Sprint Lg Optimum which was a coupon from one of my receipts. The display of phones at [redacted] showed T Mobile to be the provider of service so I bought a $25.00 card to initiate my service on 07/02/2012. I spoke with a young female rep on the afternoon of the 3rd who told me that I wasn't even hooked up to a plan because I didn't have enough money in my account. I had applied the $25.00 card on 07-02-2012. She put me on hold to check, said I really should've put more on the account but she would set up the service plan. I asked her her name and she refused to give it to me. She said I didn't need her name. I told her she should've identified herself and I would like to speak with a supervisor. She hung up on me.The next day I got a message from I mobile saying I didn't have enought money on my play. I called again, the rep sold me that I should have the 1,000 min plan. I went back to [redacted], bought another card and called it in but it wasn't activated until I called the next day. The rep I spoke to then said It would be better if I got the unlimited plan for $15.87 more. I asked if I could pay out of my debit. She said yes so we arranged it. Then without calling me, they debited $67.87 from my account. I got it back about 4 days later, but they wouldn't tell me why they took so much out when I only gave permission for $15.87$. No reply since. I also asked why my reception was so bad. After all this time with them and all the $$ I spent. Then they tell me the Sprint lines they use has very poor reception in my area. I asked why didn't they tell me this earlier when I asked?? I cannot use my service of internet at all except for wi fy at the library or in front of a business. Have to go in my yard. Unable to get Any service in my house. Contacted them 2 times since then by im without reply. Extremely unhappy with service of T Mobile, managers name is [redacted], and feel I have definitely been robbed. [redacted]Desired Settlement: Replacement of android device and internet service with a company that I will be able to depend on and customer support that has respect and care for their customers. It is definitely clear that the people I've been dealing with think they are above being reprimanded and thing they have a right to steal from their customers. If they can't provide service in the areas requested they should let the people know. I was told by them as well they didn't make me buy the cards or chose I mobile.

Business

Response:

Talked to customer regarding her issues. We sent a free replacement phone, and also gave her a free month a free month of service. Customer indicated that she is fully satisfied with this resolution.

Review: My name is [redacted] and I purchased this phone a few weeks ago at the [redacted] store on the [redacted]. The phone worked fine for about a week and then started to act up and I was not able to call out. I have spoke to [redacted] and [redacted] on the phone to try to fix the situation at the ###-###-####. After many attempts to fix the situation I spoke to [redacted] who told me to go back to the [redacted] I purchased it and exchange the phone for another one just like it. I exchanged it and the problem still persist so I was told on the phone on 4/26/2012 by [redacted] that it was[redacted] problem and I had to wait for the problem to be fixed. I have friends with [redacted] phones and they are not experiencing any difficulties. I upgrade to the unlimited a few weeks ago and was unsatisfied with the service so I switched providers. I called back and spoke to [redacted] again and told her I wanted a refund on credit card for services not rendered. I was told they would not be able to. I asked to speak to her supervisor and I was put on the phone with a [redacted], and was told the reason they could not refund me was because of the total text messages I had on my phone, I have unlimited and that should not be taken into consideration. Plus I had to text because no one could call me or I couldn't call out. The address of the corporation is I-Wireless, 1 Levee Way, Suite 3104, Newport, Ky 41071Desired Settlement: would like a refund of $60.00 credited back on my credit card and people to know how this company is very unprofessional

Business

Response:

Contacted customer, issued credit of $69.40 to his Credit Card.

Customer indicated that this was satisfactory.

We believe this issue is now closed.

Thanks,

John Willis

Review: My phone does not work and is under warranty until August. I am paying for a data plan and cannot receive data, or make/receive a phone call. I have spoken with I-wireless twice, and they agreed they may have to replace the phone. Now I cannot get a customer service person on the phone. When I call, the recording tells me the wait time is 3 hours, but I can receive a call back without loosing my place in line. I tried this 5 times and have never received a call back. I have tried emailing customer service but they say I have to call and talk to someone in person. They left me a phone number to call that does not reach a human being.

Product_Or_Service: [redacted] android cell phone

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Replacement

I would like a replacement phone, and a refund for 3 months of technically no service.

Business

Response:

Resolution - this was resolved on 7/16. Reversed $146.75 changed on 6/13/2014 cc ending with [redacted]

Reversed $146.75 changed on 5/13/2014 cc ending with [redacted]

Reversed $146.75 changed on 4/13/2014 cc ending with [redacted]

Verified name/address

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,

Review: Their website states that you can earn free minutes by using your [redacted] rewards card. For every 100 points you earn, they will give you 20 lifetime free minutes. When I called them to find out why I wasn't receiving them, they told me there was a "cap" on the amount of minutes I could earn since I seldom use my phone. If I started using my phone more often, they would give me my minutes earned. No where in the booklet I received with the phone or on their website does it say anything about a "cap". To me this is false advertising or fraud because they are promising me free minutes then refusing to give them to me siting an excuse that doesn't exist. If there is such a "cap" then it should be stated in writing.Desired Settlement: I want the free minutes that I have earned credited to my account for March and April of 2013.

Business

Response:

We contacted the customer and explained that the cap on the account was related to her rate plan. We moved her to a different rate plan, with a higher cap, and credited the minutes from the previous month.

The customer was happy with this outcome.

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: since having the service Ive been incorrectly charged for free services then told of new charges only after my balanced was charged on 7-13-12 I was credited 20cents for calls to the company that they said I dailed to [redacted] at 8:32pm then at 9:57pm it was taken back off after speaking with several reps who said I was charged for texts(these are in my plan and are free)they said those calls were charged(that number is to their customer service and it programmed into my phone and is free)then they said that I had used the internet(which the only thing I did was check my balance and its a free link stated on my phone then I was charged for and update that I had never been told about before that night I spoke with the following people that night [redacted] then [redacted] then [redacted] then [redacted] who said you used the internet and theres nothing we can do all of these employees gave me incorrect information about my account when I spoke with them on that date I even spoke with a supervisor who didnt know what he was talking about Ive made two complaints with the company with no response about these issues on that date they blocked my account and til this date I still cant access it and calling and complaining did nothin prior to this they doubled billed me and sayed it was a computer glich and now they dont know nothing about thatDesired Settlement: they need to credit my account and stop billing me for services that I did not use and they need to stop my account balance from going up and down when there is no activity and the need to unblock my account so that I can check my balance and their reps need to know what their company plans are

Business

Response:

We have reviewed the customers account, issued a $2 credit, as well as a credit for 100 MB of data.

We've also left her voice messages informing her of our action and exactly how the plan works and charges. We asked that if she wasn’t satisfied with this resolution to call back.

We believe that this issues is fully resolved.

Review: I am currently a subscriber of iwireless. I ordered a new phone from their website [redacted]). Upon opening the phone box I was instructed to contact iwireless to proceed with linking the phone to my existing phone number through iwireless. After over an hour on the phone with a representative the phone could not be linked. I was told a technician would call me the following day by 5:00 p.m..

I received no call the following day so I called back. After another hour of going through the same prompts with another representative the phone could not be linked. The representative agreed with me that the [redacted] phone must be defective. He also told me a technician would call the next day. I never received a call from a technician.

I made a third call to iwireless and went over all that had previously occurred during the last two calls. I was told that a return shipping label would be emailed for me to return the phone for replacement. The given time frame for the email was 24 hours. It has now been 2 days and I have received nothing!!Desired Settlement: Since iwireless has lost my trust I want a new phone shipped to me with an assurance that it will link to their service with no problems. Once I receive the new phone and everything works I will return the defective phone. I would also like a free month's worth of airtime for my trouble!

Business

Response:

Phone has shipped via [redacted] tracking [redacted]. It is pre-activated, per the customer's request, and will be swapped to the customer's account when it arrives at their house.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is only partially satisfactory to me. They sent another phone but I still had to call two agents to activate it. The first agent had no idea how to activate the phone and suggested I send it back. The second agent I spoke with successfully activated the phone. In the I wireless response there was no mention of the 30 day free service I had requested for my trouble.

Regards,

Review: I am an i-wireless customer for three years. But there was a change in their policy I was not aware of. That no matter how many Airtime cards I use in one day, I will get a flat number of days for the one card, as result that, I lost my accumulative minutes, (1200 to 1300) value close $40.00, which I was planning rolling over, also lost my remaining dollars balance ($6.79) on September 9, 2012. I had sent an email to their link “Contact Us”, on Sept 9, 2012 and got no responds. When I called Monday September 10, 2012 and tried to clear this up on the phone, she didn’t understand me because my speech impairment and I got frustrated let her ended the called. I tried again today, Sept 11, 2012, someone answered and immediately hung up., called again was told that the system was down. The third time, the representative was kind enough to explained that when I used the four $10.00 airtime cards on August 7, 2012, I did not get the 30 days service for each card I thought. He said “one $10.00 or four $10.00 airtime I will still 30 days of service". He couldn’t answer when the change took effect and I also noticed the minutes had change too. It was 1500 minutes for $40.00 is now 1200 for $40.00. I believe I have lost $46.76.Desired Settlement: Correct billing and explanation of charges. Thank you!

Business

Response:

Customer lost 1189 minutes and $6.79 when their account expired. We went ahead credited the dollars back, applied a 1500 minute credit, and extended the expiration date by 4 months. We believe this will fully resolve the situation. We have left multiple voicemail messages for the customer but have not heard back from him.

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.

Customer contacted Revdex.com and stated that the business extended her service for 120 days. Regards,

Review: On or around 12/11/14. I received a [redacted] Wireless phone thru the [redacted] (250 free min.) program with the government, and I purchased addiontional (300 min). On 12/13/14 the phone became hot in my hand while in use and suddenly the phone went completely blank. After several attemps to revive the phone, I contacted [redacted] Wireless at ###-###-#### and was told by [redacted] and [redacted] (who id herself as a supervisor), that it would be over 2 weeks before I would rec. a replacement phone. As this phone is my only phone at this time, I feel that being without service for that length of time is unacceptable. I tried several attempt to contact the CEO of this company and the CEO's offfice of [redacted] (they provide coverage) is trying to help me locate who this person is, since after several attempts on my part to find someone to help.Desired Settlement: I am needing a replacement phone ASAP!, and for the inconvience and run around by their customer service department, A refund of the additional minutes that I purchased.

Business

Response:

Explained that she can return the defective phone to us, and we will send a free replacement phone. We also offered to put her plan on hold so she can use the full month once she gets a working phone. She refused our help and hung up on the representative. We attempted to call her back, and left a voice message. We created an invoice, and sent her a return label so she can send in the defective phone and get a replacement, which was delivered on 12/22/2014 via [redacted]. Once we receive the phone, we will send the replacement, and refund any lost money/minutes on the account.

Review: In early June I called [redacted] Wireless(a [redacted] Assistance program provided by i-wireless)@ ###-###-#### & applied for the free phone service. I was told I met the requirements and would be mailed a form to fill out for verification. The form never came. I called back in mid June and was asked for a confirmation # that I'd never been given. Then they looked and said I was already in their system and had received a phone. I said I'd never even received the paperwork-let alone returned it or received a phone. They said they would resend the paperwork but that never came. I called back at the end of June and was told that this issue would be investigated & I would receive a call in 24-72 hrs. This call never came. I called on July 15th & inquired about the investigation. Again I was told I had already received the phone. I asked to speak to a supervisor and was put on hold. Then the person returned and said the supervisor said it was still being investigated & that I needed to wait for them to call. I asked for the supervisors name-was told it was "Laura". I asked to speak to her but was told they couldn't transfer calls. I called back later and asked to speak to Laura and was told I was being put on hold but was hung up on. This call-center is extremely unprofessional and it has become obvious they say whatever they want to get you off the phone but do nothing to resolve the issue. [redacted] assistance is a government supported program that should be run more efficiently. Even the accesswireless.com website is inaccurate, as when I enter my zip code on their homepage it says "[redacted] Wireless is not currently serving your area" even though it is. How many people leave their website incorrectly thinking they cannot receive this service? I have realized that I can apply for this service through other companies but assume they would access the same database that says I already have the phone and the service (as there is a 1 phone per person per household limit)and would therefore be denied.Desired Settlement: I would like them to look into this & realize that they've never received the verification needed for me to have received the phone & service. I would like them to send the required paperwork to me so I can fill it out & return it. I would like them to expedite this process as I've been at this for almost 2 months. They could be more professional on the phone, do what they say they're going to do with investigating/problem solving, and get back to you in the designated time that they've given.

Business

Response:

We contacted [redacted] to discuss the issue. We attempted to re-enter his order, but when entering his information into our systems, we received an error informing us the he already has [redacted] service with another provider. As a provider of [redacted] service, we cannot proceed when we get this alert.

If [redacted] still wants service with us, he will need to contact his prior company to cancel service, then contact us to reinitiate his request for service.

Consumer

Response:

Review: I use [redacted] i-wireless, which is serviced by [redacted]. I decided to change carrier to [redacted] and i-wireless has not given me my account number so I can transfer my old phone number. My account number is not accessible through the customer account website, and their 611 number is just a voice menu- there is no way to get to a human service rep. They have not been responding to my emails.Desired Settlement: I want i-wireless to give me the info I need to transfer my number to my new carrier.I -wireless needs to have number that takes you to a real live service rep.

Business

Response:

Gave customer account # for port out.

Review: My cell phone has not worked in over 2 months. They give me the run around when I try and get the problem fixed. I have paid over $200 for the service that I can not useDesired Settlement: I want 2 months worth of service I have paid for plus a credit of two months. I have called and called them about this problem FIX IT

Business

Response:

This issue has been resolved. Below are the comments from the associate who resolved the issue.

He has had nothing but bad experiences and no one willing to work

with him. He thanked me very much for putting him on the rate plan. he then

stated he has had nothing but issues with the phone since bought it

in January. The agents and the Supervisors that he has talked to were of no

help.He kept getting referred to ZTE has a flash and of course they were

referring him back to us. I ordered him

a new phone. The ZTE Force,order number [redacted]. He thanked me very much and

informed me I was the only one that was willing to help him. I gave him a very

postive experience .he was ready to leave iwireless since he has had nothing

bad bad experiences. I restored his faith back in wireless.

Review: This also includes customer service. I purchased an [redacted] and paid $50 to have it activated May 31, 2013. Not even a few hours after recieving the phone, it started acting up. The first thing it tried to do was have me reactivate it and pay again for the same plan I have, then I couldn't make phone calls and once I was able to do that I couldn't send or recieve text messages. So the next day I gave them a call and explained the situation, the representative I talked to was in my opinion completely clueless as to what was going on, but I was patient and tried everything she suggested anyway when I attempted most of it myself. When we couldn't get it to work, she told me to call back in 24 hours, so I waited 24 hours another day which made 2 days without full features of my plan. Once I called back they didn't even attempt to fix anything, they just told me they were putting in a request to their tech or whatever and to wait for a call back. So I waited, not once did I recieve a call back, that makes 3 days without the full service of my phone. So today I give them a call back and I explain that my situation and the lady I spoke to once again did not try anything, I told her everything they did the last time I called and she said that it was a problem with my phone and that I should contact **. So I did this, after contacting **, they explained to me that the problem was not with the phone but with the network and that I should call the carrier back. Now frustrated I contacted the carrier once again and I explain to them that I had spent all weekend on the phone and waiting for my phone to be fixed and no one has contacted me or anything and that I wanted my money back. He said it could be arranged and I asked about the plan, $50 I spent he said he didn't know. I ask to speak with the supervisor, no one was on duty so I had to wait, the supervisor calls me back when i'm at work and I can't answer, he leaves me a message stating they can't refund my money. So I spent another hour on the phoneDesired Settlement: ^continued from above. fighting with the people to give me my money back. the customer service was of no help what so ever and the supervisor did nothing to help me at all either. I want my money refunded completely because I just had to deal with poor service. the 21.39 I spent to buy the phone and the $54.25 I spent to buy the plan. I have contacted [redacted] if they can't refund me than I want my money back from i-wireless themselves.

Business

Response:

We were able to reach the customer and discuss possible options for her. We offered a free replacement phone and renewal of her rate plan. The customer was satisfied with this resolution.