Ultra Mobile

I live in the 12134 zip code. Both Mint Mobile and Ultra Mobile are using the TMobile coverage map to show coverage for both Mint Mobile (owned by Ultra Mobile) and Ultra Mobile. This is very deceptive information. TMobile has coverage in this zip code because it has a financial agreement with AT&T to roam on their network when there isn't a nearby TMobile tower. However (as explained by TMobile) the MVNO's Mint and Ultra do not have the same financial arrangement and can not roam on AT&T service. So using TMobile's coverage map is misleading and deceptive. I have brought this to senior Management at Mint - several weeks ago- and they have not corrected this. I subscribed to their service based on the map (which actually asks for an address). After six months of calling Mint Mobile speaking to many tech support people and even trying to replace the sim card because one support mo**n said I had a bad sim card I finally figured it out. I purchased a TMobile sim/plan and put it in my spare phone. Side by side the TMobile phone said that I was on the AT&T network and the Mint phone had no service. I have asked for a full refund but this is not enough. Mint and Ultra Mobile need to amend the coverage map to reflect what those tow MVNO's are providing. Very very deceptive.

We run off of T-Mobile's network, They had just updated the towers to LTEIf the customer had a phone that was not supported this could be a reason it was working properly they would have had to change the settings on the device.We do see usage on the account

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [After months of going back and forth with numerous employees via email and phone ; being provided incorrect information about getting a full refund and then getting the replacement sim for lesser value and delayed, the least Ultra can do is provide me a full refundI do not have any upcoming trips planned and have a phone provider for the USAI will not be able to use the sim card you've sent me now at its current value or a higher valuePlease just send me a check for the amount of $and I will send back the $sim card you sent delayed to me.] Regards, [redacted]

The customers issue has now been resolvedThe customer was having issues trying to port there number over to usOur upstream provider was having an outage and we run off there network, because of this it caused ports to not complete as normalWhile the customer waited for the service to be active for his ported number, We sent over a new sim card with a new number and added funds so he had service to use while he was waiting.The customers ported number has since been fixed, account is active and the customer is using the service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Because they all the do not know the truth if it hit them between their eyes , I requested a micro sim card , I know because it was active with tracfone , I am not new to this phone , and when tracfone send me the wrong sim I called them on it , the only disagreement with tracfone on this was the international calling, see I told there rep that what I need is the micro sim card

The customer made the complaint that we provided the wrong sim card for the purchase and the device was now ruined due to thisThe order was for a triple punch sim and we provided the triple punch sim card.Once the customer received the sim card he punched out the wrong size sim cardThe sim he choose to punch out was to small for his phone and got it stuck in his deviceWe are only liable for fulfilling the customers order and providing the service so unfortunately he will have to pay for the device to be fixed on his side.We offered refund of the full amount of the purchase and are awaiting the customers response to do soThe email we sent to the customer is attachedThank you

The customer was shipped two sim cards and stated they never received them or the refund for the purchase amountEven though the sims were signed for, We will in good grace provide the full refund for the purchaseIf we can have the card information used for the purchase, I will go ahead and refund the amountWhat we need to provide the refund is the information belowPlease let me know if you can pass this along to the customer or if you would like me to reach out to themEither way once I can get the information below, I will refund the purchase amountThank youFirst digits of credit card used:Last digits of credit card used:Date of the purchase:Amount: [redacted] @ultra.meLaw Enforcement Request Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] **

The customer made the complaint that we provided the wrong sim card for the purchase and the device was now ruined due to thisThe order was for a triple punch sim and we provided the triple punch sim cardOnce the customer received the sim card he punched out the wrong size sim cardThe sim he choose to punch out was to small for his phone and got it stuck in his deviceWe are only liable for fulfilling the customers order and providing the service so unfortunately he will have to pay for the device to be fixed on his side.We offered refund of the full amount of the purchase and are awaiting the customers response to do soThe email we sent to the customer is attached Thank you

Our customer service lead [redacted] spoke directly with the customer after several attempts to contact They both went through the website together in order for the customer to have clear understanding on the plans offered and verbiage presented Customer told [redacted] the information is understood and they were satisfied I'm not understanding what the issue is now We're happy to go over this information again if there were further questions not resolved in the call as the customer stated.Thank you,

What the customer ordered was a triple punch simThis triple punch sim includes is one big sim,small sim and micro all together in oneThe way it works Is the customer would break out the size to fit there phoneWe delivered what was purchased, We are not responsible for the customer getting it stuck in the phone after breaking out the wrong sim sizeWe have explained our company is not liable for there actions on there deviceOnce we deliver what was purchased anything they do to there phone is on the customerWe have provided the full refund for the purchase and suspended the accountWe are not responsible for the customers phoneThis is bring your own phone we sell service only, So any device issues is on the customers expenseWe are only providing the refund for the purchaseThe customer can port there number out to another carrier and has less than days to do so

Hi,I got it resolvedThank you for your time!***

We found the customer was using an international phone model and requested the specific model of Samsung 6, which customer provided We assisted the customer in changing the settings from Global to GSM with instruction, but was still seeing “1” when dialing and determined it is a device issue Customer also stated he was having a data issue and was advised that he had used the 2GB of high speed data purchased and that his plan will renew on the 19th and can purchase additional high speed so the data would fit his needsIn review of the account minutes and data were used to capacity to show the service is active and working properly Customer cancelled the line and ported to a different carrier days prior to the service end date Upon approval we can refund of the 12months as only months were used to completion

We cannot refund the $since it was not purchased through our website and purchased through a retailerWhat we can do is when the customer activates the sim card she can contact me at [redacted] and I will add the difference to make it a $simThank you

We have refunded the customer $on 9/6/They should see the amount back in there account within 3-business days

Complaint number: [redacted] [redacted] ’s service was suspended due to a violation toour terms and conditions. Ultra Mobile does offer unlimited plans as long as itis in reason with our terms and conditions and not being used in an abusive orburdensome way. In our... terms and conditions it does state that if we see theservice being used in an excessive way, The Ultra Mobile does have the right tosuspend the voice service until the next billing cycle without any refunds. Ourterms and conditions are available on our website at Ultra.me section 16. Alsoon our sim card packets it will explain how our service is intended forpersonal use not for commercial use or any other excessive or abnormal usage.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I understand you wanted to provide a credit insteadBut when I requested to have the credit of $sent by Sept.7th, it was sent out too late and I didn't receive it until after I returned from a trip in which I could've used the creditAnd not only that, the credit sent to me was $less than the original amountFor this reason, and for the fact that I've been shuffled around via numerous emails and phone calls at Ultra Mobile, I would like to be refunded the proper amount in form of a credit to my credit card or via checkIt is not my fault that the first person I spoke with at Ultra Mobile instructed me to send back the card and reassured me numerous times that as long as the California office received my sim card, I would receive a refund, not a credit, of the total amount of $] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [redacted] I couldn't waitMy daughter has new numberThe fact remains that last year she kept the same numberI'm getting what I'm paying for, NOTHING! But for now, that's all I can affordThank you for your efforts, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Complaint ID# ***
*** ***’s voice service was shut off due to a
violation to our terms and conditionsWe do have unlimited plans as long as
they are in reason with the terms and conditionsIf we see that the service is
being used in a way that
is excessive or abusive, that is against our terms and
conditions and the voice service will be suspended until the next cycleOur
terms and conditions are available on our website at Ultra.me under section

Looking into the customers issues and hearing the calls we do see that the customer was having issues with the international callingSince he was experiencing the issues and had to call in a few times we have issued a credit of $of calling creditAs for the data issue, We have checked the
systems and the customer did use there 500MB for that billing cycle so we will not be able to issue a credit for the data used. We have spoken with the customer service reps and educated them on how they could have improved on the calls and to make a better customer experience