Ultra Mobile

What we have found in this situation was that the customer was double charged in May. The one payment went for May and then the second payment rolled over on June [redacted] for the new billing cycle since the customer had not made another payment for June and the...

amount was already on the account. So basically the customer used the two charges for May and June and we would not be able to issue a refund since the service was used. I do understand that it wasn’t properly explained to the customer and she has had to contact us multiple times for an answer. In good will because of the hassle the customer had to go through we are going to add a month of service to her account in the amount of $49. I contacted the customer yesterday and let her know I would look into this for her. 
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On our website at Ultra.me under FAQ's it states information pertaining to not paying for the plan. This can be found at ultra.me under HELP, FAQ's and what happens if I don't make a payment.
Please see below for the print screen of the FAQ's on our website pertaining to our plans and non renewal of the plans. Thank you.
 
If you do not pay your bill before your renewal date, your account will be suspended. When your account is suspended, you cannot make or receive calls or SMS messages, and you will not be able to use data. Emergency calls to 911 and calls to our 611 customer care line will still work.
After your account is suspended, you will have 30 days to make your payment. Once those 30 days have passed, we cannot guarantee that your number will still be assigned to your account. After 30 days, your number will be hard-deleted from our system and will no longer be retrievable.
 
The customer can activate on a new number however the previous number has been deleted due to non payment for over 60 days.

Complaint number: [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 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]

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 needs. In 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 3 days prior to the service end date.  Upon approval we can refund 1 of the 12months as only 11 months were used to completion.

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. This complaint has been resolved, I appreciate what you did for me very much. Thanks!
Regards,
[redacted]

The reason we offered to provide the credit is because we cannot refund payments that were not made through our website.The customer didn't not purchase the sim through us on our website therefore they will need to request the refund from the Kiosk from the JFK that they purchased it from.

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 repeat, I have not even used 20MB when the system stopped my data access claiming I have used my 500MB in the last cycle. I monitor my data use on my phone. I demand the company to show proof of data use for the month. My phone gives me details including how much is used by what application. I also did not receive the apology from the company for the rude, sarcastic and unfulfilled response I received from their customer service representative.
Regards,
[redacted]

Hi,I got it resolved. Thank you for your time![redacted]

We are not Ultra Mobile. We have no control over the requests, policies or procedures for this company.  We have no affiliation with this company and have no way to forward or respond to this complaint.  Please be aware our company is SmartCredit.com and not Ultra Mobile.

We have no record of Mr. [redacted] and believe the complaint is not for SmartCredit.com as he does reference a company by the name of Ultra Mobile.

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

This matter has been resolved. I got my phone number back and active.

The customer was shipped two sim cards and stated they never received them or the refund for the purchase amount. Even though the sims were signed for, We will in good grace provide the full refund for the purchase. If we can have the card information used for the purchase, I will go ahead and...

refund the amount. What we need to provide the refund is the information below. Please let me know if you can pass this along to the customer or if you would like me to reach out to them. Either way once I can get the information below, I will refund the purchase amount. Thank you. First 6 digits of credit card used:Last 4 digits of credit card used:Date of the purchase:Amount: [redacted]@ultra.meLaw Enforcement Request Specialist

We have refunded the customer $20.46 on 9/6/2017. They should see the amount back in there account within 3-5 business days.

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 3 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 refund. I do not have any upcoming trips planned and have a phone provider for the USA. I will not be able to use the sim card you've sent me now at its current value or a higher value. Please just send me a check for the amount of $60.00 and I will send back the $39 sim card you sent delayed to me.]
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:

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I couldn't wait. My daughter has new number.
The fact remains that last year she kept the same number.
I'm getting what I'm paying for, NOTHING! But for now, that's all I can afford.
Thank you for your efforts,
[redacted]

 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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,

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]