Ultra Mobile

The customer did not want to show photo copies of his card however, When making his purchase he was hitting our fraud filters put in place to prevent fraudIf we believe the purchase could be fraud we require the front and back for verificationI reached out to the customer and explained the situation do understand they have had some incidents with fraud so they were skeptical to show the card however, I reassured we are a legit company and why we required the copiesThe customer has since sent the copies of the credit card and the purchase is being shipped out todayThe issue is resolved and the customer is now in understand of why this was our process for his order

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 normal.While 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

At this time, I have been contacted directly by Ultra Mobile regarding complaint ID ***, however my complaint has NOT been resolved been resolved
They
are working on it and they made a good progress in my opinion
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
***

The customer has done a sim change on 11/10/and everything seems to be working on the accountThere will not be any compensation of $6,000.Thank you

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved They gave a credit on my Ultra Mobile account saying it was a courtesy, but the truth is, I was double charged in May, charged again in June, July, August and Oct Which makes this $credit only a refund of the money they took from my personal account without my permission (please see my bank statement attached as proof of all monthly payments)
I guess that after months of waiting, multiple phone calls and all the hassle I went through this is the MINIMUM Ultra Mobile could have done Still not happy at all with the service I got from them
Sincerely,
*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company refuses to admit deceptive advertising practices, by saying that the multi-month plan actually saves money over the monthly plan (See https://ultramobile.com/multi-month "The Smart Way To Save Even More", "Buy Up To Months In Advance And Save!*") by omitting the features on this pageIt then uses this practice to justify that it actually did nothing wrong by marketing the multi-month plan as being different from their regular monthly plansThis is pure deception by the company; if the plans are different, it should clearly market them as different products and not allude to saving money by making incorrect comparisons on the page ("The More You Buy The More You Save")
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
i'm not satisfiedThe statement I made in my complaint is trueThis is simply another perfect example of extremely poor customer service from Ultra. But again, you get what you pay for I pay what I can afford, $I get NOTHING!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have let the customer know that since we upgraded the towers, there devices will no longer be compatible. We let them know if they would like to get phones that are compatible on our service, We will add a courtesy credit to each account for a free month of service.We have also already provided a...

$10 credit to each account as they were waiting for us to investigate the issue.

What the customer ordered was a triple punch sim. This triple punch sim includes is one big sim,small sim and micro all together in one.The way it works Is the customer would break out the size to fit there phone. We delivered what was purchased, We are not responsible for the customer getting it stuck in the phone after breaking out the wrong sim size. We have explained our company is not liable for there actions on there device. Once we deliver what was purchased anything they do to there phone is on the customer.We have provided the full refund for the purchase and suspended the account. We are not responsible for the customers phone. This is bring your own phone we sell service only, So any device issues is on the customers expense.We are only providing the refund for the purchase. The customer can port there number out to another carrier and has less than 60 days to do so.

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

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]    HAS BEEN RESOLVED

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.
Regards,
[redacted]
Once again: my complaint is with Ultra Mobile, a discount cell phone provider who is ask my to PHOTOCOPY MY CREDIT CARD to do business with them. I've refused.IS this "standard" business practice? It make me suspicious of Ultra Mobile. Is the outfit legitimate?https://ultramobile.com/    https://info.ultramobile.com/about/

We run off of T-Mobile's network, They had just updated the towers to LTE. If 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.

The customer made the complaint that we provided the wrong sim card for the purchase and the device was now ruined due to this. The 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...

card. The sim he choose to punch out was to small for his phone and got it stuck in his device. We 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 so. The email we sent to the customer is attached. Thank you.

The customer made the complaint that we provided the wrong sim card for the purchase and the device was now ruined due to this. The 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 card. The sim he choose to punch out was to small for his phone and got it stuck in his device. We 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 so. The email we sent to the customer is attached.
Thank you.

We cannot refund the $60 since it was not purchased through our website and purchased through a retailer. What 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 $60 sim. Thank you.

Revdex.com:At this time, I have not been contacted by Ultra Mobile, Inc. regarding complaint ID [redacted].
What are my options at this point?Sincerely,[redacted]

The customers issue has now been resolved. The customer was having issues trying to port there number over to us. Our upstream provider was having an outage and we run off there network, because of this it caused ports to not complete as normal.
While 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.

We have contacted the customer through email and explained the situation of keeping numbers. We have never allowed for numbers to stay in our system if they were not reuped after a certain amount of time.
We deactivate the numbers after 60 days to free up capacity for new...

customers. This is something we have on our terms and conditions at Ultra.me.I have attached the copy of the email to the customer and let them know to contact us with any questions.