Scratch Wireless

cratch Wireless action:On August 19th [redacted] requested to return his phone because of a manufacturer's defect Scratch Wireless offered to replace the device for a working one or process the return The customer chose to return the device Scratch Wireless sent him a pre-paid [redacted] return label which [redacted] used to return the phone to us We received the phone and on August 25, at 12:pm ESTScratch Wireless processed the return on September 2, and sent [redacted] an email outlining the details of returnScratch Wireless provided a full refund back to the customer's credit card This matter was resolved and closed Below is a summary of the refund for the customer:Refund Date: 09/02/2015Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (105.19) Customer Name: [redacted] This refund can be verified with the customer's credit card companyIf there are further questions on this issue please feel free to contact me

[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.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I
Regards,
*** ***

Scratch Wireless's entire business and marketing model was promising free ***, text, and internet service over wifi -- and that the only cost was the phone itself Despite the language their "contract", this seems a case of bait and switch Scratch Wireless overwhelmingly promised free service in their advertising, website, and in media correspondence Never was it clear in anything public, besides being hidden deep within some pages long agreement, that service would at any point at their choosing begin to depend on a monthly service feeI HAVE TRIED to work diligently with Scratch Wireless to have my number ported to my carrier of choice, *** For 1/months of stalling, entirely caused on Scratch Wirelesses side, my number still has not been successfully ported out I was also notified by *** *** and *** *** that they had ABSOLUTELY NO WAY to obtain the number from Scratch Wireless Scratch Wireless has intentionally buried their customer's phone number deep within a completely unknown organization that no other carrier can communicate or work with.Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

We received your complaint regarding scratch wireless. Ms. [redacted] purchased his phone from Scratch Wireless on February 19, 2014. As part of the transaction he accepted our terms of Use upon activation of his device on February 22, 2014. Scratch Wireless terms of us can be viewed at...

scratchwireless.com/terms. Mr. [redacted] acceptance of these terms and his subsequent use of the services created a binding contract. The Scratch Wireless terms of Use Section VI (Warranties and Limitations of Warranties) contains the relevant provisions regarding fees, prices and the return policy. I have highlighted the portion that is directly relevant to situation. Passes and fees:  [redacted], text, standard internet data service , MMS or picture messaging is currently free. ( for transmissions to the united states) on WIFI or cellular. We reserve the right to charge such features and use in the future, or to add usage or bandwidth limits. You are responsible for securing your own WiFi connection and using only cell service, if any, purchased from us with your service. The device is not compatible for use with any other services or mobile networks. Short code messaging and premium text messaging is not supported. Credits (including without limitation any unused "passes" ) are revocable and cancelable license rights and do not constitute digital goods, currency, gift certificates, stored value instruments, or non cancelable credits of any kind. The CMRS market is turbulent and evolves rapidly, as do the costs of providing service-especially those driven by regulatory matters and decisions. Each provider must periodically change pricing and/or its business plans regarding whether to enter or exit certain market segments. Scratch wireless reasonably made the recent business decision that it could no longer support the business plan as it was originally conceived , given market evolutions and developments. therefore, on October 29, 2015 Scratch Wireless contacted all customers to notify them of a price change effective November 16, 2015. Mr. [redacted] received that price change notice, and this is apparently what generated a portion of his complaint. The notice stated: From December 2013-November 15, 2015 we have offered free [redacted] calls on WI-FI and free texting on both the cellular network and on WiFi. On November 16, 2015 began to charge a 9.99 fee for all [redacted] calls and require a data pass to be purchased for texting over the cellular network. All data and texting over WiFi is still free. We are sorry that Mr. [redacted] is disappointed, but the price change and the notice are fully in accord with the contract. the contract expressly contemplates that pricing may change, and Mr. [redacted] phone number is not eligible to be returned and refunded. Scratch Wireless freely releases all phone numbers. Our porting partner is [redacted]. Sometimes a winning carrier has to do a manual port. This is the case Mr. [redacted] phone number. In order to port his phone number out of Scratch Wireless the wining carrier will need to contact [redacted] at [redacted]t. As of today's date, [redacted] has not received a request from the winning carrier to port Mr. [redacted] phone number. Upon contact from the winning carrier [redacted] will release this number. I hope and trust this is a satisfactory response. please feel free to reach out to me with additional questions or concerns.

Re:  Complaint #[redacted]We received your complaint regarding Scratch Wireless.Please be aware, however, that Scratch Wireless, Inc. (Scratch Wireless) is a provider of commercial mobile services, and is registered as such with the Federal Communications Commission. See,...

e.g., Scratch Wireless FCC Filer information, [redacted]. The federal Communications Act, 47 U.S.C. §151 et seq, has an express preemption provision in 47 U.S.C. §332(c)(3)(A). States (including state regulatory commissions, state attorneys general and state courts) cannot assert jurisdiction over or directly regulate “the entry of or rates charged by any commercial mobile service.” While this provision does not preempt state regulation over “other terms and conditions” we believe that the complaint here directly challenges Scratch Wireless’ rates and indirectly challenges Scratch Wireless’ decision to partially exit a portion of the commercial wireless market.  Ms. [redacted] purchased her phone from Scratch Wireless on May 19, 2015. As part of the transaction she accepted our Terms of Use upon activation of his device on June 10, 2015. Scratch Wireless’ Terms of Use can be viewed at http://scratchwireless.com/terms/. Ms. [redacted]'s acceptance of these terms and her subsequent use of the service created a binding contract. The Scratch Wireless Terms of Use section VI (Warranties and Limitations of Warranties) contains the relevant provisions regarding fees, prices and the return policy. I have highlighted the portion that is directly relevant to the situation.Passes and feesVoice, text, standard internet data service, MMS or picture messaging is currently free (for transmissions to the United States) when on WiFi only, but not cellular. Texting is currently free and unlimited (for transmissions to the United States) on WiFi or cellular. We reserve the right to charge for such features and use in the future, or to add usage or bandwidth limits. You are responsible for securing your own WiFi connection and using only the cellular service, if any, purchased from us with your services. The device is not compatible for use with any other services or mobile networks. Short code messaging and premium text messaging is not supported. Credits (including without limitation any unused "passes") are revocable and cancelable license rights and do not constitute digital goods, currency, gift certificates, stored value instruments, or non-cancelable credits of any kind.The CMRS market is turbulent and evolves rapidly, as do the costs of providing service – especially those driven by regulatory matters and decisions. Each provider must periodically change pricing and/or its business plans regarding whether to enter or exit certain market segments. Scratch Wireless reasonably made the recent business decision that it could no longer support the business plan as it was originally conceived, given market evolutions and developments. Therefore, on October 29, 2015 Scratch Wireless contacted all customers to notify them of a price change effective November 16, 2015. Ms. [redacted] received that price change notice, and this is apparently what generated his complaint. The notice stated: From December 2013 - November 15, 2015 we have offered free voice calls on Wi-Fi and free texting on both the cellular network and on Wi-Fi.  On November 16, 2015 we will begin to charge a $9.99 fee for all voice calls and require a data pass to be purchased for texting over the cellular network.  All data and texting over Wi-Fi is still free.  In addition to the pricing changes, other changes in our business have impacted our ability to support certain area codes.  On October 29th, 2015 Ms. [redacted] also received the following communication notifying customers of our business changes.You are receiving this email because you or an account you manage uses a telephone number associated with a geographic location that we cannot support going forward.  The good news is you can continue with Scratch Wireless if you choose to accept a randomly assigned phone number instead of your current one.  You are also welcome to port your current phone number to another service provider and then have a new phone number associated with a different geographic area that we can support assigned to your Scratch Wireless device.If you choose not to receive a randomly assigned phone number services will be terminated on your device as of November 16, 2015. In order to retain your phone number you must port to another service provider before this date.  Failure to port out by this date will result in a loss of that phone number.We are sorry that Ms. [redacted] is disappointed, but the price change and the notice are fully in accord with the contract. The contract expressly contemplates that pricing may change, and Ms. [redacted] agreed that Scratch had the right to cease providing some services or to cease providing service without express charge by instituting new prospective charges at any time, upon timely notice.  Even though we are under no obligation to do so since more than 30 days have passed since the contract was formed, in an effort to resolve this situation on an amicable basis we will allow Ms. [redacted] to return her device and receive a refund for the amount she paid if she contacts Scratch Wireless at [email protected] and makes a request for refund. We will arrange for her to return the device, which must  be in good working condition save normal wear and tear. Upon receipt of the device we will issue a check in the amount she paid for the device, and we will – if Ms. [redacted] desires - cancel the contract. I hope and trust this is a satisfactory response. Please feel free to reach out to me with additional questions or concerns.

cratch Wireless action:On  August 19th [redacted] requested to return his phone because of a manufacturer's defect.  Scratch Wireless offered to replace the device for a working one or process the return.  The customer chose to return the device.  Scratch Wireless sent him a...

pre-paid [redacted] return label which [redacted] used to return the phone to us.  We received the phone and on August 25, 2015 at 12:38 pm EST. Scratch Wireless processed the return on September 2, 2015 and sent [redacted] an email outlining the details of return. Scratch Wireless provided a full refund back to the customer's credit card.  This matter was resolved and closed.  Below is a summary of the refund for the customer:Refund Date: 09/02/2015Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (105.19) Customer Name: [redacted]This refund can be verified with the customer's credit card company. If there are further questions on this issue please feel free to contact me.

We just received a notice of complaint and I wanted to provide a response.According to our records our support team has had several communications with Mr. [redacted] and it appears the issues have been resolved.  In the complaint there appeared to be 3 separate issues that I will...

address:1.  Mr. [redacted] purchased a data pass for $14.99 for 500MB over 30 days.  It appeared that 493 MB were used just after one quick use but our App displays MB remaining.  It is most likely that it was 7 MB used and 493 MB remaining.  As of today our records indicate that there is 415 MB of the 500 MB remaining.  If this does not match your records please let us know.2.  Cannot make a WiFi call - According to our records calls are now able to be made over WiFi.3.  Lack of response when contacting customer support.  We have records of several emails going back and forth with Mr. [redacted] and it appears that it was a timing delay in from when we responded to him and when the complaint was filed.  According to the complaint the Company was first contacted on 7/19/2015 and the complaint was filed on 7/20/2015.  We have worked with Mr. [redacted] to resolve these issues and we also offered him a refund option when the issue first came to our attention.We hope these issues have been resolved and we value Mr. [redacted] as a customer.  If you require additional information including communications logs with Mr. [redacted] or if I can be of any more assistance please let me know.