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:07/24/2023

  Type:Order 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.

  07/03/2023 American Roaming Network, ******* Complaint: Applied for roaming services No pin was given therefore no service ********** was in place but charged for it.Cost of Service: $15.00 Payment: Paid using my credit card Attempts: Made a dozen attempts to receive a pin in order to use this service. Each call to get the pin ended ** in a "hang up", never receiving the needed PIN NOR the service. Credit Card: My credit card was charged $15.00 on 07/03/23.Desired Outcome: Refund of the big $15.00 (this is ob piously a SCAM), and Black ball this company publicly.Thank you, ****************************

  Business Response

  Date: 08/09/2023

  Contact Name and Title: ARN ****************
  Contact Email:********************************************************
  American Roaming Network (ARN) is the largest and only Un-Registered FCC Manual Roaming Service in the **** ARN process Unregistered/Manual Roaming call attempts generated by the major U.S. mobile carriers. We process OUTBOUND calls ONLY that are unregistered or not valid by the home carrier and are typically generated by un-registered or inactive mobile phones. Most mobile carriers use ARN to provide Manual Roaming Service to fulfill their FCC Manual Roaming requirements. ARN has an refund policy when requested via email ******************************************************** by providing the first five and last four digits (XXXXX%XXXX) of the credit card used to purchase the **** when requested by the credit card user. We can also retrieve and send back the *** purchased with this information.  Since American Roaming Network does not own any Cellular network and is a *************** only, it cannot guarantee if one of its Wireless Carrier Customers will or will not forward a call to our platform.  ************ was NOT meant to be a replacement service for making and receiving Cellular phone calls.
  No record of email refund request was made for this dispute.

• Initial Complaint

  Date:07/02/2023

  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 purchased the $15.00 service from American Roaming Network, received the *** number, and entered the number to call. After entering the number, ARN told me the call could not be completed and asked again for a number. So I tried another number, at which time the line went dead, no sound at all. I tried to make another call and ARN wanted more money. I paid their fee but they DID NOT provide the service!

  Business Response

  Date: 07/03/2023

  ARN provides can provide an immediate refund by the user sending an email to ******************************************************** with either the **** purchased or the first 5 and last 4 of the credit card used to make the purchase.

  ARN Customer Support
  

   

   

• Initial Complaint

  Date:05/23/2023

  Type:Product 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.

   
  Complaint: 20093406
  
  I am rejecting this response because: Better Business Bureau, I don't see why I always have to explain myself. I am honest elderly individual. I have not said a single lie. I used my real name, address, phone number, credit card, pin and identifying characteristics. These people have phone numbers and fax machines that don't function, don't identify themselves as human beings, that is why they say nasty things like go take your MEDS ! It's a boiler room operation. They **** up this fabricated invoice that I attached to convince the BBB that they don't have a leg to stand on. They invented a mysterious telephone number for my account, because they aren't sure what my telephone number actually is. All that information that you see on the invoice they submitted I supplied to them. They state that I purchased zero minutes. How could I purchase zero minutes when they charged me ? They are not intelligent thieves. I purchased 2 hours of roaming time. I used 2 minutes. I have a balance of 1 hour 58 minutes. If you call the toll free number ************ and go through the prompts it will tell you. (UNLESS THEY ERASED IT). They always say in their responses to complaints that they are the biggest. That is supposed to entitle them to fleece people out of their funds. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/23/2023

  American Roaming Network (ARN) is the largest and only Un-Registered FCC Manual Roaming Service in ******** ARN process over 10 million Unregistered/Manual Roaming call attempts each month generated by the major **** mobile carriers. We process OUTBOUND calls ONLY that are unregistered or not valid by the home carrier and are typically generated by un-registered or inactive mobile phones. Most mobile carriers use ARN to provide Manual Roaming Service to fulfill their FCC Manual Roaming requirements. ARN has an instant refund policy (24/7) via web site &automated *** refund.) when requested by the credit card user. Since ********************** does not own any Cellular network and is a *************** only,it cannot guarantee if one of its Wireless Carrier Customers will or will not forward a call to our platform for a purchase or after a purchase. This service was NOT meant to be a replacement service for making and receiving Cellular phone calls.
  ************************ purchased his PIN on **/**/******** is over 17 months ago. ARNs PIN policy is that it is good for one (1) year from date of purchase, and this is clearly stated on the *** prior to making the purchase. Even if we agreed that he was due a refund, the Merchant accounts do not allow for a refund on a purchase that is older than ******* days.  This is not an ARN rule, it is a ***************************** It also doesnt matter if it is a real credit card and/or a bank debit card, it is a ******* rule. ************************ seems to believe that his bank debit card, which has the beginning number from **** (****), is somehow excluded from the Merchant refund rules.  ARN advised him to check with his issuing bank to confirm the same.  The reality is, I am sure that ************************ has tried to get this reversed and/or refund with his bank and he already knows this answer, which is why he is threatening to terrorize(his words) our company and/or employees.
  ARN is not aware of any $39.50 purchase and would have to see documentation that clearly states this amount and that it was received by ARN.  ARN has attached the purchase documentations to this response, that shows the purchase and usage of $15.00 on 12/02/21.
  ARN has attached an email exchange with ***********************. In the emails, ************************ believes he can threaten" our company and/or employees to receive a refund.  ARN has elected to no longer have direct contact with ************************.
  Regards,
  ARN Customer Support

  Business Response

  Date: 05/31/2023

  ARN has elected to use email only, ******************************************************** as the method to provide support communications.  ARN has made all the attempts it can to explain each item that ************************ has written, despite the written threatening correspondence on our company and employees, which we attached in the last response.  This current response seems to just be further ramblings and complaints and again, no supporting documentation to Mr. *********************** Just because ************************ decides what information should be on our Invoice or its fraud, does not make it true, just like not believing his Debit card has a forever refund policy and is not governed by ******* rules.  The Invoice information that ************************ is referring too, comes directly from ****** CDMA Carriers and if they do not pass the phone number to us (this is most of the time) we insert with our own reference number.  This does not make us fake or fraudulent.  The *** purchase minutes are zero, as the policy has expired the purchased minutes, after 12 months,
  

  Despite this expiry, the *** that ************************ has is still operational until 12/2023 and ONLY if ************************ phone should reach our network, which is in the hands of ****** CDMA Carriers that are left.  ARN is not aware of any company that offers refunds on a service after a 16-month period of service sold for 12 month expiry.  ************************ does not accept the policy of ******* Merchant in that they only allow up to 180 days for refunds.
  

  At this time, ARN considers this complaint answered and unless there is documented proof and not just unjustified accusations and complaints, we will consider this closed on our side.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The problem was with Tracfone and my resolution was to discontinue to use that phone and service. 
  

   

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/16/2023

  American Roaming Network (ARN) is the largest and only Un-Registered FCC Manual Roaming Service in ******** ARN process over 10 million Unregistered/Manual Roaming call attempts each month generated by the major **** mobile carriers. We process OUTBOUND calls ONLY that are unregistered or not valid by the home carrier and are typically generated by un-registered or inactive mobile phones.Most mobile carriers use ARN to provide Manual Roaming Service to fulfill their FCC Manual Roaming requirements. ARN has an instant refund policy (24/7) via web site & automated IVR refund.) when requested by the credit card user. Since ********************** does not own any Cellular network and is a *************** only, it cannot guarantee if one of its Wireless Carrier Customers (i.e.,US ************** etc.) will or will not forward a call to our platform.  ************ was NOT meant to be a replacement service for making and receiving Cellular phone calls.

  Business Response

  Date: 05/31/2023

  ARN does not invade, hijack or intercept mobile phones and has responded to why ************** reached our service and heard our messages.  ARN has an OUTBOUND call only server platform that only services Inbound calls from ** CDMA wireless carriers and has no cellular network.
  

  Tracfone does not own its network and resells (****)services from ****************** and AT&T.  If ************** reaches our service, it is because one of the three carriers listed has sent the call to **.  Right or wrong, we have no control over this occurrence.  ************** will need to contact Tracfone to find out why his phone is not properly registering with the **** cellular network that Tracfone uses.
  

  I have attached the *** documents that explain the *** Manual Roaming order that we operate under.
  

  ARN considers this matter closed as it can offer no more information than the two responses.

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19934315
  
  I am rejecting this response because:  The response is not responsive to my complaint.  The problem is that I could not place an outgoing call using my Tracfone because of the invasion of the commercial requiring that I purchase a pin. I never requested the ********************** service nor have I ever used it.  Because the commercial rendered my phone useless for any outgoing phones I have let the **************** expire and now own a phone that is useless for phone functions.  My purpose in responding is to try to deter others from using that roaming service and perhaps to deter them from considering the use of Tracfone.
  
  Sincerely,
  
  ***********************