Ultra Mobile

We contact the customer and offered to provide a credit to the account. We cannot refund any payments that were made at a retailer.

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 instead. But when I requested to have the credit of $60 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 credit. And not only that, the credit sent to me was $21 less than the original amount. For 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 check. It 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 $60. ]
Regards,
[redacted]

First attempt to contact customer was 4/25, but were only able to leave a voicemail.  We tried contacting the customer again today 5/2 and were able to explain the difference of the MMP $29 and the regular $29 plan that we have.  There are 2 different plans for $29.99, which the...

website clearly states, but could be misunderstood.   Luckily our rep was able to reach her today and go over in detail by walking her through on the website the different plans and what was available.  Customer stated she was clear on the plans.  Should any questions arise again we're happy to help.  Thank you.

I am in Las Vegas. the connection is not good. many places has no signal. I hope you can do something about it or I will change to other company. if you cannot make it better. I cannot stay with your company. thank you

Review: My ultramobile phone service was disconnected in the middle of the month without any prior notification. When I called ultramobile to find out what happened, they told me that my number was ported out to sprint on 03/**/2014. I told them that it was not me who did it, and that I will provide any affidavit if necessary, and I want my phone service reinstated with ultramobile as it was prior to disconnection. They told me that I have to call sprint and get the account number and PIN so that ultramobile can port the number back from sprint. When I called sprint and gave them my phone number ###-###-#### along with my personal information, they told me that it was not my account and they cannot help me and need to protect their customer. It seems that effectively overnight my own phone number which I have been using at least past seven years has become someone else's property and I cannot even get access to it. I called back ultramobile and told them about the answer from sprint. At this point ultramobile told me that they cannot do anything either, and gave me their legal department email address ([redacted]). I emailed them on 03/**/2014. I did not get a response yet. I went to my local police precinct to make an identity theft report against the person who provided my personal information to port the number out to sprint. They told me that I need something in writing from my phone company to be able to make the report. I called back ultramobile to give me something in writing, they told me that they cannot give me anything in writing. Now, I have nowhere else to go but file a complaint.Product_Or_Service: Other /samsung s3/$39 unlimited talk text webAccount_Number: ###-###-####Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (Requires Explaination)1. I want my phone number back. 2. I need a way to be able to file a formal report to appropriate authorities against the identity thief who stole my personal information and used it to port my number out to sprint, so that he/she cannot hurt me any further.

Consumer

Response:

At this time, I have been contacted directly by Ultra Mobile regarding complaint ID [redacted], 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,

Consumer

Response:

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

Review: I have had my cell phone number ###-###-#### since I was 17 years old. I have been getting calls to my cell phone from all over the country from people asking to subscribe to Ultra Mobile service. I was told by one of the callers that my phone number is listed [redacted]/ as the [redacted] zip code for selling Ultra Mobile service under "Swift Overseas Enterprise". I called ###-###-#### last week but my number is still on their web page and I am still getting the calls. Go to [redacted] scroll down Put zip code "[redacted]" in Find Ultra Near You section click set location. You will see my phone number ###-###-#### under "Swift Overseas Enterprise" Swift Overseas Enterprise [redacted]###-###-####Desired Settlement: I would like my phone number removed from this web site right away. I am feeling harassed by the number of calls I am getting all hours of the day due to this error on their web page.

Consumer

Response:

At this time, I have not been contacted by Ultra Mobile regarding complaint ID [redacted].Sincerely,[redacted]

Review: On February *, 2014 I changed plans from the Ultra Mobile $49 per month to the $29 per month plan. Two days before my renewal date of Feb *, 2014. The Ultra Mobile system showed the plan change was accepted and will go into affect on February *, 2014. I pre-paid the new plan amount (renewal fee) with a different Visa debit card from NetSpend than the one I had on file with Ultra Mobile.

Note: I never opted in to The Ultra Mobile Auto-recharge feature. You have to enroll before any charges are automatically deducted from your billing information. Also note the Ultra Mobile, [redacted] site retains your debit card information in its system although you have not opted into the Auto-recharge feature.

So each month for the past 4 months I manually go in and process my renewal. This time after I REMOVED the previous Visa debit card information and replaced it with the new Visa debit card information and processed the $29.00 charge for the renewal. The next day February *, 2014 I saw Ultra Mobile had gone in an processed a second UNAUTHORIZED Visa debit card transaction that same time, around 11pm February *, 2014 WITH THE PREVIOUS VISA DEBIT CARD INFORMATION. Now I have two charges for $29 - One on the new Visa debit card I manually entered and a second on the previous Visa debit card that was stored on file.

There is a lot at fault here mainly but not limited to:

1. Ultra Mobile processed an UNAUTHORIZED Visa debit card transaction with card information that had been removed from their system.

2. Ultra Mobile prematurely processed the UNAUTHORIZED Visa debit card transaction with card information that had been removed from their system 2 days before the actual renewal date.

3. As of Febraury **, 2014 Ultra Mobile does not have a convenient way for a consumer to Contact the company on their Consumer portal [redacted] 4. To date No customer service representative has called me and no refund has been issued.

5. The company received two payments and my account and my account only reflects one.

A consumer has no way of reversing the charge . I had to use Google to search for a contact number or email address and I was finally able to reach [redacted] at the "Retailer Support" toll free line (not customer support) on February *, 2014 around 4:46pm ET. [redacted] took down the details of the complaint and my requested remedy. On Monday February **, 2014 around 2:45pm ET I had to call another number this time a customer service number provided by [redacted] and I spoke with customer support rep [redacted]. Remember these numbers and information are not visible or listed on the [redacted] web site. [redacted] has transcribed the complaint and my suggested remedy. Neither representative directed me to [redacted] and embedded in a FAQ is the Consumer contact number.

My Acct# [redacted]Desired Settlement: I truly believe if a merchant abuses consumer trust and misuses it's power to process credit and debit cards the merchant card processing should be revoked. I also would like a complete refund of all my money on both cards. If the company is willing to discuss an additional solution and clear it's mistake I am open to possibilities.

Review: I signed and paid for unlimited talk and text on their platform to the tune of 50dollars a month which is to enable me make calls to my family and clients both in the state and abroad because my families live outside the state but surprisingly the company put a hold on the usage of my voice data claiming that their system is activated to disrupt my service because my usage is excessive based on their record . I paid for unlimited talk so why the hold ?,and this has led to loss of money because I could not reach nor my client could call me and my family suffered psychological distress since I was nt reachable through the phone medium.

Business

Response:

Complaint ID# [redacted]’s voice service was shut off due to a

violation to our terms and conditions. We do have unlimited plans as long as

they are in reason with the terms and conditions. If 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 cycle. Our

terms and conditions are available on our website at Ultra.me under section 16.

Review: Ultra Mobile was my cell phone company for approximately 5 months. I pre-pay for unlimited talk, text and 500mb data $39.00 per month. My plan was from December *, 2014-January *, 2015. On January *, 2015 my talk service was disconnected. I called Ultra Mobile and I was informed that I talk too much so they turned my unlimited paid plan off. She said that I talk more than the average person so they turned off my cell phone. I informed the lady to turn my phone back on and she said she will for a RECONNECTION FEE. I informed her that I will not pay them anymore money. On January *, 2015 I had already paid in advance for January *, 2015 - February *, 2015. I told her to refund my money. I contacted the local cell phone place where I pay my bill and [redacted] called them and they told him the same thing that I talk to much on my pd unlimited plan. He has been in the business for 2 years and he has never heard of such a thing. He refunded my $39.00 and I switched to T[redacted] for now. [redacted] company is called [redacted]. They are located at [redacted]. The phone number is ###-###-####. Ultra Mobile owe me for 3 days of service.Desired Settlement: They should have to pay me $39.00 for December-January for inconveniencing me.

Business

Response:

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.

Review: On May [redacted], 2014 I made a payment at the Ultra Mobile store near me (Florida) to renew my monthly service. Then on May [redacted], 2014 Ultra Mobile charged my bank account again another $49.00 for that same month of services. I noticed the double charge and asked the store person to refund me, to which they said I would not have any charge for the following month of June. I kept on being charged again month of June; I went into the store again and the same thing was said for the month of July. Was charged again! Then in July I called Ultra Mobile my self and spoke with a representative about the double charge in May and that I needed to be refunded the $49.00. Time went by, and after many phone calls every time having to repeat the whole story again... on August [redacted] I was told my refund would be deposited into my checking account withing 7 to 10 days. After many phone calls again, spoke with 4 supervisors, calling twice a week, phone call drops, every time I have to give my information again such as card number so they can look to see IF I was double charged (this is every single time I call) I still do not have my refund and it's 10/**/2014. Last representative I talked to on 09/**/2014 told me to email Ultra Mobile a copy of my bank statement showing no refund was received to: [redacted] and that they would refund me then; I emailed them a copy. Received an email from Ultra Mobile asking me for my card number again, so that they can verify if the double charge was made!!!

I'm sorry, I had enough. This company took money from my bank account without my permission, then I have been calling them since July to solve this issue. Every single time they give me the run around and want to pretty much start the process again as if I just called now for this issue. They have my information on record, they know my card number to which I gave to representatives every single time I call in. I am tired of the way they are treating this issue.Desired Settlement: Just want my $49.00 refunded back into my account where they took that money without permission from.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 $49 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 5 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,

Review: I did not open an account with ultra Mobile, I know fraud has accord, they are unwilling to help me detect it. They are not willing to cancel the account, they just took my email off of it. This is a case of identity theft, they are unwilling to offer information regarding the account.Desired Settlement: Cancel anything with my name and contact information. Do not simply withdraw my email from the current information on file. Work with me to locate the people who are stealing my identity.