True Wireless

To Whom It May Concern:On behalf of True Wireless, I would like to apologize to Ms [redacted] about the wait to receive her device; however, she can rest assured that her device has been shippedAccording to the tracking # provided by USPS, her phone will be delivered on Friday, December 23rdThe tracking # is [redacted] .If you have any further questions and/or concerns regarding Ms [redacted] 's complaint, please do not hesitate to contact meRegards, [redacted] ***

To Whom It May Concern:The purpose of this letter is to respond to Ms***' rebuttalAs stated in the previous response, Ms***' account has been canceled without the return of her initial deviceMs [redacted] is eligible to enroll with another providerOn behalf of True Wireless, I would like to apologize for any misunderstanding and/or inconvenience this may have caused Ms***Please let me know if you have any further questions and/or concerns regarding her accountRegards, [redacted] ***

March 21, Complaint # [redacted] To whom it may concern: The purpose of this letter is to address Ms [redacted] ***'s complaint against True Wireless, LLC (True Wireless): “Ms [redacted] stated that she had applied for service and that after waiting for a long time and not getting the proper answers to her complaints and questions she requested to have her name removed from our data base so that she can apply with another provider Upon reviewing Ms [redacted] ***'s complaint I discovered that she in fact had placed an order at the beginning of February and due to stock and mailing issues we were not able to keep the time frame promised to deliver the deviceImmediately after we were made aware of the delay we proceeded to send the device right away under tracking # [redacted] On 3-8-the device was handed to USPS and on 3-10-it was delivered to the customer mail box True Wireless apologizes for any inconvenience that Ms [redacted] may have experienced during the delivery processTrue Wireless hopes that the device is of Ms***’s liking and that she is now a satisfied customer If you have any further questions and/or concerns, please do not hesitate to contact meRegards, [redacted] Quality Assurance Manager True Wireless, LLC

TelDecember 28, 2016Complaint # [redacted] To whom it may concern:The purpose of this letter is to address Ms [redacted] 's complaint against True Wireless, LLC (True Wireless) : “Ms [redacted] stated that she paid $for an iPhone 4s and was sent a basic device insteadOnce Ms [redacted] received the iPhone, it didn’t work properly; therefore, Ms [redacted] contacted True Wireless a short time later, but unfortunately her warranty had already expiredMs [redacted] is now requesting a refund for the device she purchasedUpon reviewing Mr/ Ms [redacted] 's complaint I discovered that she in fact had purchased a device (IPhone4s) for $on 8-3-and that the delivery time had exceeded our typical time frame, due to the fact that we are waiting on a new shipmentMs [redacted] was informed on 12-27-that she was no longer eligible for a replacement deviceShe received her iPhone on 8/19/16, but did not report until 12/27/True Wireless’ Terms and Conditions clearly state that all devices “include a seventy-two hour limited warranty from the equipment provider.” True Wireless apologizes for any inconvenience and/or misunderstanding that Ms [redacted] may have experienced during the application processTrue Wireless has protocols and policies that must be followed to ensure customers are truly eligible before their request for service is grantedTrue Wireless regrets Ms [redacted] was not satisfied with her device, and wishes to cancel her service; therefore, a refund has been approved and will be effective in to weeks from today.If you have any further questions and/or concerns, please do not hesitate to contact meRegards, [redacted] Quality Assurance Manager True Wireless, LLC l us why here

***See Attached***

I couldn't open the email to read the response from True Wireless but I am closing this case anyway and accepting their response so I am hoping whatever they put on here is goodI received my phone after I made my complaint here on the websiteI received a phone call from Mr [redacted] about a week after filing the complaint on the website hereHe sent me my phoneAlthough it took me filing a complaint with the Revdex.com to get my phone, I am very pleased to have it nowIt is a nice phone with nice minutes and internetI am very satisfiedI would highly recommend True Wireless to the customers if they do get their phonesMr [redacted] was very professional and polite with me on the phone and he went out of his way to send the phone to me within two hours once the complaint landed on his deskTo those who are waiting on their phones, he told me they changed warehouses and that caused some delays...he was very honestI told him I work in customer service myself so this is no way to start a company as I have waited five months for my phone and it reflects on a companyHe agreed and said it was an isolated incidentI was very impressed with his serviceI recommend them very much now as he went out of his way to help meThank you Mr [redacted] for your help! [redacted]

February 20th, Complaint # [redacted] To whom it may concern: The purpose of this letter is to address [redacted] ***'s rejection against True Wireless, LLC (True Wireless) response: I have attached a copy of the USPS.COM webpage showing the history of tracking # [redacted] , in it you will see that the dates I provided in my response are exactly what we have listed in the screen shotAlso having the tracking number you are abler to log in and see it for yourself discarding suspicions of any manipulations to the historyThe usage on the device which commenced on 2-15-(TXT Message send and received) confirms that the device was received in the time frame we last provided to Ms [redacted] of to daysTrue Wireless apologizes for any inconvenience and/or misunderstanding that Ms [redacted] may have experienced during the delivery processIf you have any further questions and/or concerns, please do not hesitate to contact meRegards, [redacted] Quality Assurance Manager True Wireless, LLC

April 19, Complaint # [redacted] To whom it may concern: The purpose of this letter is to address Ms [redacted] ***' complaint against True Wireless, LLC (True Wireless).: “Ms [redacted] stated that she is a very ill elderly and blind person and that she has a true wireless lifeline phone with horrid and sporadic service, she stated she lives alone and that she needs a reliable phone, she also stated that she has begged True Wireless to cancel her account they refuse to do so Upon reviewing Ms [redacted] ***’ complaint I discovered that she in fact had placed an order on October 10th, 2016, I also found that her first call to us was months later on March 22nd, at 2:pm where she reported issues with her text messages, she was provided with troubleshooting steps and the issue was resolvedminutes later she called again reporting the same issue, this time she was suggested to call from another device so that we can guide her step by step on resolving the issue, she stated she did not have another device and hanged upminutes later she called again and demanded to disconnect the serviceI personally wrote to Ms [redacted] and offered her a different device to remedy the situation and that the account would be suspended so that she would not lose the number assigned, since on 12-2-a new rule was implemented where a customer will now have to remain with a provider for at least months from the time they enlisted, she refused and demanded to be disconnectedWe are still standing behind the offer of a better device for her and the assurance that she will be pleased with our service True Wireless apologizes for any inconvenience that Ms [redacted] may have experienced with the service, and hope that Ms [redacted] will allow True Wireless the opportunity to prove to her we are a reliable cell phone service provider Tell us why here

November 09, Complaint # [redacted] To whom it may concern: The purpose of this letter is to address Ms [redacted] R [redacted] ’s complaint against True Wireless, LLC (True Wireless)“Ms [redacted] stated that she ordered a lifeline cellphone from this company and received a broken, non-functioning phone on 10/16/Then she reported and was offered a replacement and was told it would take to days to receive it, as of 11-3-the device had not been deliveredUpon reviewing Ms [redacted] R [redacted] ’s complaint I discovered that she in fact had reported issues with the device on October 23rd, and was provided by mistake with an incorrect delivery time frame, because of an ongoing promotion the ETA of to business days should have been provided to avoid inconveniences instead of to daysTrue Wireless apologizes for any inconvenience that Ms [redacted] may have experienced while waiting for delivery of device and True Wireless has mailed out a device under tracking # [redacted] which should be arriving at her home no later than Monday November 13th, If you have any further questions and/or concerns, please do not hesitate to contact meRegards, [redacted] Quality Assurance Manager True Wireless, LLC

May 22nd Complaint # [redacted] To whom it may concern: The purpose of this letter is to address Ms [redacted] ***’s complaint against True Wireless, LLC (True Wireless).: “Ms [redacted] stated that True Wireless had made use of her Credit Card without her knowledge and that she had contacted True Wireless to report the issue and that she had been offered a refund, which to date it has not yet been done Upon reviewing Ms [redacted] ***’s complaint I found that the account where the alleged unauthorized payments had taken place belongs to her sister [redacted] , via emails Ms [redacted] informed True Wireless that she had made payments on her sister’s account when her sister set up the account, and it was Ms [redacted] who months later logged in to a computer and made changes on her account and made the payments using Ms***’s Credit Card without her authorizationI explained this to Ms [redacted] but she refused to accept her sister’s guilt in the fraudulent use of the credit card Nonetheless True Wireless in good faith has since Credited Ms***’s Credit Card in the amount of $which is the amount she reported initially, yet Ms [redacted] is now asking for a larger refund which at this time True Wireless declines in complying withTrue Wireless has on file call recordings as well as emails where Ms [redacted] acknowledges that she had provided the credit card information to her sister True Wireless apologizes for any inconvenience that Ms [redacted] may have experienced due to the fraudulent use of her credit card by her family member and advices Ms [redacted] to be more careful as to whom she provides her credit card information to avoid this type of inconveniencesIf you have any further questions and/or concerns, please do not hesitate to contact meRegards, [redacted] Quality Assurance Manager True Wireless, LLC Tell us why here

My apologies for the delay in answering this complaint, but I was certain I had sent the response on timePlease allow me to have this response filed so that True Wireless rating with your agency is not affected.Thank you and be well

December 14, Re: Complaint No.: ***, *** *** To Whom It May Concern: The purpose of this letter is to address Ms*** ***’ complaint against True Wireless, LLC (True Wireless)Ms*** stated that she did not receive the phone that she requested, and that it did not work
properlyMs*** requested a replacement device and was informed that she would have to purchase the replacement phoneUpon requesting cancelation, she was also told she would need to return the broken device to True WirelessUpon reviewing Ms***’s account, I found that her service was activated on 10/29/16, and she reported an issue with her device on 12/6/At that time, Ms***’ warranty had expired; therefore, she would be financially responsible for the replacement of her deviceIn regards to her request for cancellation, Ms*** would have been told to return the device to True Wireless since the phone was provided to her at no cost, and not a device that she had purchasedTrue Wireless has this policy in place so that phones can be reviewed and/or re***ed as neededTrue Wireless regrets any issues and inconvenience that Ms*** experienced during her time as a customerMs*** can rest assured that her account will be canceled, without the return of her initial deviceIf you have any further questions and/or concerns regarding Ms***’ account, please do not hesitate to contact me. Regards, *** *** ***

December 8, Re: Complaint ID: ***, *** *** To Whom It May Concern: The purpose of this letter is to respond to Ms*** ***’s complaint against True Wireless, LLC(True Wireless)Ms*** stated that she never received the phone she purchased on November 1stUpon
reviewing Ms***’s account, I found that she had purchased a Sony Xperia device on November 10th, not the 1st; however, that particular model was not available at the timeUpon receiving Ms***’s complaint, True Wireless reached out to her and let her know the available devices she could choose fromMs*** has confirmed what device she would like to receive, and that phone will be shipped to Ms*** immediatelyTrue Wireless would like to apologize for the delay and/or misunderstanding during this processWe appreciate Ms***’s patience and the opportunity to rectify the situationIf you have any further questions and/or concerns regarding Ms***’s account, please do not hesitate to contact meRegards,*** *** c***@goaxia.com Tell us why here

Complaint: ***
I am rejecting this response because:***, please just stopEven the screenshot proves that you did not ship it out on the 10th! All that is saying is that the phone was not shipped out on the 10th, but the 13th insteadUSPS says that they received a LABEL...not the packageWhen they did receive the package, it updated to reflect that it was received and accepted ON THE 13th! I can read just fineI also saved emails received from True WirelessYour company is suspicious and have been lying from 12/31/I have the proof attached to show that not only have I been told to expect the phone in the same timeframe before, that also you people have lied about that beforeWhat excuse do you give for this? Nothing? Then you respond to me via email with "
Why
the long delay? because of many reasons totally out of our control such as
warehouse moved from one state to another, bad weather and the training of a
new shipping system many orders had been delayed, your complaint had us look
for your order and proccess it sooner than the system had plan to."I can accept the truth, even a lie, but not a bad oneAt least put some effort into covering your tracks if you're going to lieThe confirmation email I received ruined it for youIt says that I would receive my phone within 7-days...it took well over a month and two weeks to get the phoneNo notifications were sent out, no email to let me know of any delays or anythingThe ONLY reason you shipped it out was BECAUSE of this complaint! If I would've kept quiet and not complain, you people would've never said anything or shipped out the phoneI FINALLY got the phone on the 15th...One month and two weeks AFTER initially being told in the confirmation emailSo, no...I am not wrongI do not accept this ridiculousness and the charger is brokeIt didn't even last a dayThe phone came cracked up on the back tooI don't care because I will never go through this company EVER again!
Sincerely,
*** ***

Notsure why my response did not reached you but I did send it last weekHope an adjustment can be made to our records

May 11th, Complaint # *** To Whom It May Concern: The purpose of this letter is to address Ms***’s complaint against True Wireless, LLC (True Wireless)Ms*** stated that on March she had ordered a new SIM card for her son’s device since the one he had he had broken, she also
stated that she had called and chatted several times and that on May 1st, she had received a tracking number (***) referenced to the shipping of the item but that it had not been shippedUpon reviewing Ms***’s complaint I discovered that in fact she had spoken to a Supervisor here, and to agents thru the chat room, and that the order for the item had been misplaced but was mailed out as soon as time allowed itThe tracking number that was provided to her (***) shows in the USPS system to be a valid tracking number and I have spoken to Ms*** and she has confirmed that she received the itemWe apologize to Mr*** for the delay in delivery and for any inconvenience this has causedIf you have any further questions and/or concerns, please do not hesitate to contact meRegards, *** *** Escalations Manager True Wireless, LLC

Complaint: ***
I am rejecting this response because: the phone I received 11/10/is also broken and not working. I have been unable to reach customer service this week after hours on the phone and still no return shipping label has been sent. I don't know what to do
Sincerely,
*** ***

Please accept my apologies for the delay in getting your device, and allow me to assure you that we are very far from being a scam, to the contrary we take pride in following all and any protocol established by the governing agencies of the Lifeline Program It appears that
shortly after your order was created we ran out of Sprint devices and when you call to inquire we switched you over to Verizon coverage since we do have such devices, the ball was dropped when the agent that created your 2nd account failed to tell you that we do not accept Medicare as a valid assistance, we do accept Medicaid and as soon as we receive from you a copy of a valid Government Assistance we will ship your device right awayI have called you several times to the number you provided (###-###-#### )but no one seems to be there to answer, I have left messages but I have not gotten an answerIf you like you can send me the document and I will be more than happy to expedite the delivery of your device. Be well

Tell us February 1st, 2017Complaint # ***To whom it may concern:The purpose of this letter is to address Ms*** L ***’s complaint against True Wireless, LLC (True Wireless): “Ms*** stated that the device she received from us did not work, and when she reported the issue she
was told another device would be sent, when she received the second device she stated it was not working properly, when she reported this issue she was told a SIM card would be sentShe stated that she called the Customer Service Department several times and kept getting the same answer about the cards being on back order, she also stated she was getting invoices for a service she was not using and is not happy with the time she has had to wait for a solution Upon reviewing Ms*** L ***’s complaint I discovered that she in fact had reported issues with both devices we had sent, and that we were waiting for a shipment of SIM cards to send one to her, however the shipment got delayed thus delaying the delivery to herOn 02-01-I contacted Ms*** and informed her that a new device with SIM card had been mailed out the day before and provided a tracking number, I also provided her my email for her to contact me directly if any further issues surface. Ms*** was thankful and satisfied with this resolution.True Wireless apologizes for any inconvenience and/or misunderstanding that Ms*** may have experienced during the delivery processTrue Wireless appreciates the fact that a positive solution was found and look forward to favorable relation with Ms***.If you have any further questions and/or concerns, please do not hesitate to contact meRegards, *** *** Quality Assurance Manager True Wireless, LLC why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***