True Wireless

Complaint: [redacted]
I am rejecting this response because: I am not going to send anymore of my son"s personal information to this company .I will try to find another provider of government issue phones.
Sincerely,
[redacted]

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 shipped. According to the tracking # provided by USPS, her phone will be delivered on Friday, December 23rd. The tracking # is [redacted].If you have any further questions and/or concerns regarding Ms. [redacted]'s complaint, please do not hesitate to contact me. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: I am a single low income mother of 2 which can't afford to pay to send your defective phone back hence why I needed a free phone to begin with. Life line did not ask me to send the phone back when I canceled with them to come to your company. Which I did because you promised a touch screen phone which is not at all what I got from you. Now I can't get back with them cause you won't cancel an account which I can't use. As you can see no call or message were made on that phone since the day of activation cause the phone does not work. Useless broken phone and account and now I can't have a phone for two years because I'm too poor to return scam phone that your company new was not as promised and defective. You are ripping off low income families by sending them defective, broken items that are not as promised to get them to upgrade or be trapped with you with nothing. Who does that? very unprofessional and wrong of you.
Stop scamming people. Look how many people are saying the same thing about your company. Cancel this account so I can at least get back with life line and have some for of phone to connect with my kids while working. 5 days warranty is a joke for a single mother that new nothing about it and works 2 jobs and still has no time or money.
[redacted]

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

February 20th, 2017 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 shot. Also having the tracking number you are abler to log in and see it for yourself discarding suspicions of any manipulations to the history. The usage on the device which commenced on 2-15-17 (TXT Message send and received) confirms that the device was received in the time frame we last provided to Ms. [redacted] of 3 to 5 days. True Wireless apologizes for any inconvenience and/or misunderstanding that Ms. [redacted] may have experienced during the delivery process. If you have any further questions and/or concerns, please do not hesitate to contact me. Regards, [redacted] Quality Assurance Manager True Wireless, LLC

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 good. I...

received my phone after I made my complaint here on the website. I received a phone call from Mr [redacted] about a week after filing the complaint on the website here. He sent me my phone. Although it took me filing a complaint with the Revdex.com to get my phone, I am very pleased to have it now. It is a nice phone with nice minutes and internet. I am very satisfied. I would highly recommend True Wireless to the customers if they do get their phones. Mr [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 desk. To those who are waiting on their phones, he told me they changed warehouses and that caused some delays...he was very honest. I 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 company. He agreed and said it was an isolated incident. I was very impressed with his service. I recommend them very much now as he went out of his way to help me. Thank you Mr [redacted] for your help!
[redacted]

April 19, 2017 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 5 months later on March 22nd, 2017 at 2:38 pm where she reported issues with her text messages, she was provided with troubleshooting steps and the issue was resolved. 20 minutes 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 up. 51 minutes later she called again and demanded to disconnect the service. I 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 12-2-16 a new rule was implemented where a customer will now have to remain with a provider for at least 12 months from the time they enlisted, she refused and demanded to be disconnected. We 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, 2017 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 10/16/2017. Then she reported and was offered a replacement and was told it would take 7 to 10 days to receive it,  as of 11-3-17 the device had not been delivered. Upon reviewing Ms. [redacted] R [redacted]’s complaint I discovered that she in fact had reported issues with the device on October 23rd, 2017 and was provided by mistake with an incorrect delivery time frame, because of an ongoing promotion the ETA of 10 to 15 business days should have been provided to avoid inconveniences instead of 7 to 10 days. True 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, 2017 If you have any further questions and/or concerns, please do not hesitate to contact me. Regards, [redacted] Quality Assurance Manager True Wireless, LLC

March 21, 2017 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 2017 and due to stock and mailing issues we were not able to keep the time frame promised to deliver the device. Immediately after we were made aware of the delay we proceeded to send the device right away under tracking # [redacted]. On 3-8-17 the device was handed to USPS and on 3-10-17 it was delivered to the customer mail box True Wireless apologizes for any inconvenience that Ms. [redacted] may have experienced during the delivery process. True Wireless hopes that the device is of Ms. [redacted]’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 me. Regards, [redacted] Quality Assurance Manager True Wireless, LLC

[redacted]See Attached[redacted]

Complaint: [redacted]
I am rejecting this response because: I still haven't received a phone and I've tried contacting [redacted] but no response. At this point I'd like a refund being it's pushing 2 months since the transaction
Sincerely,
[redacted]

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 $50 for an iPhone 4s and was sent a basic device instead. Once 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 expired. Ms. [redacted] is now requesting a refund for the device she purchased. Upon reviewing Mr. / Ms. [redacted]'s complaint I discovered that she in fact had purchased a device (IPhone4s) for $50 on 8-3-16 and that the delivery time had exceeded our typical time frame, due to the fact that we are waiting on a new shipment. Ms. [redacted] was informed on 12-27-16 that she was no longer eligible for a replacement device. She received her iPhone on 8/19/16, but did not report until 12/27/16. True Wireless’ Terms and Conditions clearly state that all devices “include a seventy-two 72 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 process. True Wireless has protocols and policies that must be followed to ensure customers are truly eligible before their request for service is granted. True 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 3 to 4 weeks from today.If you have any further questions and/or concerns, please do not hesitate to contact me. Regards, [redacted] Quality Assurance Manager True Wireless, LLC l us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Although what they said is not completely true all that matters is I receive the money I paid on a phone that never worked. I also have a credit on the account which I hope will also follow since I canceled. 
Sincerely,
[redacted]

To whom it may concern:I have researched Mes. [redacted]'s account and have found that on February 10th, 2017 her device was shipped under tracking # [redacted]. On Behalf of True Wireless I want to apologize to Ms. [redacted] for any inconvenience this delay may have caused her, and if there are...

any further issues with her service to please contact me directly at the email below.   [redacted] F. [redacted]Escalations Manager J[redacted]@gotruewireless.com

May 22nd 2017 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. [redacted]’s Credit Card without her authorization. I 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. [redacted]’s Credit Card in the amount of $32.54 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 with. True 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 inconveniences. If you have any further questions and/or concerns, please do not hesitate to contact me. Regards, [redacted] Quality Assurance Manager True Wireless, LLC Tell us why here...

Complaint: [redacted]
I am rejecting this respone ,The initial payment in which was a 1 time and not to ever be set up for auto-pay and was never done on a shared computer. As to we do not even live in the same city. Was in the amount of $5.00. I clearly stated that their company allowed payment changes and arrangements when the card isnt even in her name and that I was unaware of any of these untill I seen my bank statement. And my bank then automatically sent me a new card due to it being compromised. I am asking for the full amount minus the $5.00 I authorized because even the e-mail address in these attached files is not mine. So they are irrelevant as to what is going on. I am a victim of fraud and ham asking for my social security benefits back
Sincerely,
[redacted]