Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a ACP customer through **********************. I am allotted 10 GB of high speed data a month. Prior to the month ending at least 7 days my data slows down dramatically and I haven't even used all my data for the month. I understand that this is a free service through the Affordable Connectivity Program but if I'm given the 10 GB of high speed data for a month I expect that my data is high speed until I've used all my data or it renews for the next month. My data speed should not slow down 7 days before the end of the month, I still have plenty of data left and it slows so bad that I can't use it. I have contacted Rogue Mobile about my concern and there has been no resolution except to be told there is no guarantee on mobile data for phones just for tablets. If they're going to give me 10 GB of high speed data a month then it should run the entire month until my data runs out. There is no reason for it to slow down especially if I have data left. I'm getting burned for 7 days when it's advertised 10 GB a month.

  Business Response

  Date: 12/15/2023

  Hi *******,

  Thanks for reaching out to us. We see that your desired settlement is no further contact from the business, and we will put you on our do not contact list effective immediately. As you have a phone that you are still using as of today, please contact us when you are ready to cancel your phone service. 

   We do want to clarify that the plan that you are on does not guarantee high speed data as you wrote in your message- the plan that you are on guarantees unlimited talk and text, with up to 10 GB of data (not high speed data). 

   As stated above, we will not contact you further as requested, but are always available if we can assist you further.

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attachment

  Business Response

  Date: 11/18/2022

  Hi there,
  
  We're so sorry to hear that you were charged a fee by your other provider after returning to them from Rogue Mobile. It can be difficult to sift out all of the language within the Affordable Connectivity Program, and understandably that *** have been confusing. Have you checked with your internet provider to see if they will return the fee that they charged you? In light of the confusion around the rules of the **** they *** be able to waive the fee.
  
  We're sorry that you feel that your ACP benefits were stolen. We assure you that this is not the case. The government program's policies state that you have the right to switch between programs, and we feel terribly that your former provider wanted to charge you a fee to switch back. If you haven't asked them to waive the fee yet, we suggest reaching out to them and explaining the situation.
  
  You did select to transition your benefit to us during enrollment into Rogue Mobile, and checked boxes consenting to the change in your benefit's provider. The Affordable Connectivity Program is managed by the government and you do only have a single provider at a time, which is why you will have to consent to the benefit switch each time you make a change within the program. When you selected to move your benefit to us, naturally, you left your previous provider. We did not hold your service, you were welcome to transfer out, which our customer service team shared with you during your email exchange with them, and we can see that you transferred out shortly after.
  
  Again, we're so sorry about the fees charged by your other provider. We hope that they will waive the fee for you in light of the confusion around the rules of this government program.
  

  Customer Answer

  Date: 11/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never asked for it. These people are sneaky crooks they took my Affordable Connectivity Program benefit without my permission or any other reason to do so.

  Business Response

  Date: 12/05/2022

  ***Document Attached***
  Hi, we're attaching copies of our flow that customers must go through in order to enroll in Rogue Mobile. We try to make it as clear as possible to new customers that their *** benefits will transfer if they move to us.
  
  As you can see, at the top of the first page, it states: "Please note that you are not allowed multiple *** benefits with the same or different providers. If you currently have an *** provider, your benefits will transfer to Rogue Mobile upon completion and approval of your application."
  
  In order to proceed with the application, customers must also agree to the following two statements:
  
  Affordable Connectivity Program (***) Consent
  
  CHECKBOX 1 "By continuing with your application you are choosing to participate in the Affordable Connectivity Program (***) Program. This offer provides unlimited data, with up to 10GB high speed data. Once the benefits are available, they will be automatically added to your account. This program will end after the Public Health Emergency no longer exists, or as deemed by the **** Once the program is over, your plan will revert back to the standard Lifeline offer. You may also choose to keep this unlimited plan but will be subject to the standard rates. We will notify you when there is a change to the program. As a participant, you may transfer the *** Program benefit to another provider at any time. This is limited to one per household, and is subject to FCC approval."
  
  CHECKBOX 2 "I understand that I am not allowed multiple *** program benefits with the same or different providers AND I consent to enroll or transfer into the Rogue Mobile Affordable Connectivity Program.
  I hereby certify that I'm receiving *** benefits from another provider; however, with this application, I would like to transfer my benefits to Rogue Mobile
  I hereby certify that to the best of my knowledge my household is not receiving an *** service benefit and I would like to enroll for an *** benefit with Rogue Mobile."
  See Attachment/File: Screen Shot 2022-12-05 at 12.55.58 PM