Complaints

This profile includes complaints for National Consumer Telecom & Utilities Exchange's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Consumer Telecom & Utilities Exchange

  1550 Peachtree Street, Drop 65 Atlanta, GA 30309

• 

  National Consumer Telecom & Utilities Exchange

  PO Box 105398 Atlanta, GA 30348-5398

• 

  National Consumer Telecom & Utilities Exchange

  PO Box 105425 Atlanta, GA 30348-5425

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:02/01/2023

  Type:Product 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.

  I was not able to acquire a new cell phone plan because the NCTUE credit file is frozen.Ive not looked at changing plans for 4 years, so it never crossed my mind this report was frozen. Im security conscience and freeze my credit reports and keep a file with all information to freeze or remove. Looking through the file, I found no information about NCTUE, I dont think I ever received a pin because it wouldve been in my file, so I went to their website to attempt to temporarily remove the freeze which I found out required a 10 digit pin which I didnt have.Theres is no way to talk to a human at this credit bureau. You have to navigate an automated phone system. I used the automated system to get the information that had to be snail mailed to request a replacement pin to manage my freeze. I gathered all the information the automated phone system stated and mailed it to Exchange ************** address provided. Information mailed was full name, SS#, DOB, current address, Previous 4 addresses. After about 2 weeks I received a letter from them stating Id not provided information needed to process my request. Id provided all info the automated phone system detailed. With no phone number to call a human, I combed over the website very closely finding an email address at the very bottom. I emailed the address that actually turned out to be someone in a high position. My email received a response with an out of office reply, but I did receive a reply later from the person in high position asking to provide my phone number and he would tell someone to call me. I thought a resolution was possible, but no one has called.Very frustrating for someone with a credit score at the 3 big bureaus over 800 and cant buy a $50 phone plan because a company makes it so difficult to temporarily remove a freeze. Very antiquated system and unprofessional company not having a customer service number and not following up. I hope they will contact me to get this issue resolved.

  Business Response

  Date: 02/02/2023

  On February 2, 2023 Consumer was contacted via a secure email requesting documents for his BBB complaint request. NCTUE Tier 3 agent received the requested documents and processed the consumer's request. Consumer was also contacted on the phone number listed on the BBB complaint to explain the security freeze process in regards to NCTUE. Consumer request was successfully processed on February 2, 2023.

  Customer Answer

  Date: 02/02/2023

   
  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 if I receive the pin in the mail in the timeframe 5-7 business days that will allow me to temporarily thaw account at anytime to be able to apply for utility services.

  The person that contacted me was very helpful and She handled this issue in a courteous professional manner.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2023

  Type:Billing 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.

  I have been the victim of having all my personal info compressed. I have been trying to have my nctue account frozen to prevent any utilities from being put in my name however I am unable to put a freeze on my name. They are asking me to send in all my information by mail and I do not feel comfortable since I have already been compromised. There are no options to speak with anyone. Is there anyway I can get some help I am young have have clear credit and do not want my financial/credit life ruined I just want to place a freeze before anyone attempts to get utilities in my name please help

  Business Response

  Date: 01/31/2023

  On January 30, 2023 NCTUE agent contacted the consumer on the phone number provided, message left advising consumer to contact NCTUE on the toll free number to process the request. Consumer called NCTUE on January 30, 2023 for assistance with the filed complaint. Consumer was mailed a document explaining requirements for the consumer request.

  Customer Answer

  Date: 01/31/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/25/2023

  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.

  The automated system said it could not create my Data Report and that I needed to mail a lot of private information if I wanted my report. Already being very worried about having my ID stolen. Mailing all this makes me very nervous.

  Business Response

  Date: 01/25/2023

  On January 25, 2023 consumer was contacted on the phone number provided on the BBB complaint. NCTUE agent spoke to the consumer regarding his complaint filed on NCTUE. Consumer request was processed over the phone and confirmation number provided to the consumer for reference. Consumer will receive his requested document via **** within 5-7 business days. NCTUE contact information was also provided to the consumer via a secure email if there were any additional questions or concerns.

  Customer Answer

  Date: 01/26/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2023

  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.

  I have tried to access my NCTUE report via the website a few times today, 1.11.23 But the recording told me that they are unable to process my request. I refuse to mail all of my personal information because I'm already a victim of identity theft. I wanted to freeze my NCTUE report to protect myself from further id theft but now I'm worried about doing so seeing the other comments here about others who never received their PIN and then couldn't unfreeze the report. I would like someone from the NCTUE to call me to assist me with getting a copy of my report and then freezing it as long as I can get a PIN. My phone number is ************

  Business Response

  Date: 01/12/2023

  On January 12, 2023 consumer was contacted via the phone number provided on BBB complaint. NCTUE agent spoke to the consumer regarding the request. Consumer request was completed over the phone on January 12, 2023 while speaking to the consumer. On January 12, 2023 consumer was also sent a secure confirmation email detailing all actions taken on her NCTUE Data Report along with confirmation numbers. Consumer was also advised of additional information to better protect personal information. Consumer was provided NCTUE toll free number if there is additional assistance needed. All consumer concerns were addressed on January 12, 2023.

• Initial Complaint

  Date:01/10/2023

  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.

  On January 10, 2023, I registered with NCTUE and placed a freeze. However, I never received the 10-digit ***. I would like to keep the *** in my files for a future unfreezing need.I called the phone number listed on the website, but was given an address to send a written request to have a new *** sent to me. This doesn't make sense since I never received the original *** to begin with.There must be an easier way to rectify the situation.

  Business Response

  Date: 01/13/2023

  On January 11, 2023 NCTUE addressed consumer complaint. NCTUE agent processed the requested document and mailed the document to the provided address on the BBB complaint via ***** On January 11, 2023 a secure email was sent advising the consumer the needed document was mailed and he should receive his document within **** business days via **** mail. Consumer responded back to the secure NCTUE email on January 11, 2023 stating once he receives the document in the mail the complaint will be closed against NCTUE. 

• Initial Complaint

  Date:12/08/2022

  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.

  I created an account and did a utility freeze. Never reviewed a 10 digit code and cannot unfreeze the account to set up utilities

  Business Response

  Date: 12/13/2022

  On December 9, 2022 consumer was sent a secure email requesting documents in order to process a request for NCTUE. Consumer responded back to NCTUE Tier 3 agent with requested documents on December 9, 2022. Consumer request was completed on December 9, 2022, consumer was notified via secure email with confirmation that the request was completed. 

• Initial Complaint

  Date:11/02/2022

  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.

  While on a credit recovery journey, I froze my National Consumer Telecommunications and Utilities Data Exchange (NCTUE) account. However, I never received my 10 digit pin to unfreeze it. I need to unfreeze it being that my family is looking to purchase land/home. This is a huge inconvenience.

  Business Response

  Date: 11/07/2022

  On November 3, 2022 Consumer was contacted on the phone number provided in his complaint. Voice message left for the consumer to call NCTUE on it toll free number for immediate assistance with his request. On November 3, 2022 Consumer was also sent a secure email requesting documents to prove he was the rightful owner of the data report before request could be processed. A final attempt was made on November 7, 2022 via phone to communicate with the consumer to assist with his request, again voice message left providing NCTUE phone number and office hours.