Complaints

This profile includes complaints for Telrite Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Telrite Corporation

  4113 Monticello St SW Covington, GA 30014-3544

  
• 

  Telrite Corporation

  PO Box 2207 Covington, GA 30015-2207

  
• 

  Telrite Corporation

  1480 Terrell Mill Rd SE Ste I Marietta, GA 30067-6050

  

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:07/08/2025

  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 have tried twice to update my address via 6-1-1 to Life Wireless. Your "customer service" simply does not "get" it, so I write to your headquarters asking for help.Please see the attached letter for complete details, thank you. (text of letter below)Hello,I have attempted to provide you with my new residence & mailing address via phone twice now. The first attempt resulted in the customer service staff insisting I contact California Lifeline, who promptly told me that Life Wireless staff should have known not to do that, and that all address updates go through the carrier.I understand there is confusion on the part of Life Wireless about the one Lifeline account per household rule, and your customer service staff apparently assume that only one household can live on a single address.THIS IS NOT CORRECT. I am attaching information from both California Lifeline and USAC acknowledging that multiple households may exist on a single address.For example, my previous address, ****************************, was a skilled nursing facility, with 52 residents. Life Wireless accepted my address while I lived there. I know other residents had California Lifeline *********** new address is my disabled sons home. We operate as separate households, or, in the terminology of ****, independent economic households." We do not pay each others bills, being responsibility only for our own. So two independent economic households exist here.Please update my residence & billing address to the following, and override any system errors that prevent such an update. If you still believe only one Lifeline account is allowed at a single address, Life Wireless staff should please consult with California Lifeline ************ residence & mailing address:************************************************************* Thank you.

  

  Business Response

  Date: 07/09/2025

  Dear Ms. *********************************** is responding to the above-referenced complaint concerning your request to change your mailing address. We sincerely apologize for any inconvenience you have experienced.
  
  We have reviewed your account. Our agents have attempted to change the address but were not able to do so. One agent received an *** Duplicate Household error message. This error requires a call to a certain number and answer 5 questions to resolve the duplicate household error. This error usually shows up when there is more than one household member receiving the Lifeline benefit. Our records show that you did not remain on the call to complete this process.
  
  The Lifeline program allows for more than one household, but requires that certain steps be taken, and we show that you did not wish to complete the *** call.
  
  Another attempt to update your address was made today, but our system is requesting proof of address, such as a bill.  We did not receive the duplicate household error, but the system insists the address is non-**** deliverable.
  
  
  We requested that you submit proof of address so we can have the IT department manually add the address to bypass the error, but you never submitted the proof. Without that proof, we cannot ask IT to change the address.
  
  We have attached pictures of the error messages we received when attempting to make the change in our system. You will have to submit proof of address, like a utility bill, so that we can request the change of address.
  
  If you have any further concerns or questions, contact our *************************** at ************ for assistance.
  
  Kind regards
  Life Wireless
  
  Cc:Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23568778
  
  I am rejecting this response because:

   

  In your attached letter, you wrote:
  
  "Our records show that you did not remain on the call to complete this process."
  
  This is a lie or a system error!
  
  
  
  Your first so-called ********* service" person told us (my son & I), incorrectly, to call ***ifornia Lifeline!  ***ifornia Lifeline staff told us to call Life Wireless again, and scolded your staff for referring us to them, stating Life Wireless staff should have known better than to refer us to them for an address update.
  
  
  The second ********* service" person did not refer us to any such "certain number" for any sort of verification!
  
  
  You wrote:
  
  
  "we show that you did not wish to complete the *** call."
  
  
  This is another lie or a system error!
  
  
  You wrote:
  
  
  "you never submitted the proof"
  
  
  This is yet another lie.  We EXPLAINED to your so-called ********* service" staff that no such "proof" was available at the time of our call as I was recently discharged from a skilled nursing facility, to live with my son.  ALL of the utilities bills are in HIS name!!!!  What part of this do you not "get"?
  
  
  You wrote:
  
  
  "You will have to submit proof of address, like a utility bill, so that we can make the request to change the address."
  
  
  I have complied with my legal requirement to provide you with a valid, current mailing and physical address.  The fact you refuse to update the address is on Telrite/Life Wireless, NOT ME.
  
  We spoke with "*****" this afternoon, who said he has updated the system, and asked, again for "proof."  He said a copy of my just-received (note the date) Notice of Action from Medi-*** ********************* should be submitted to you.  It is attached.  I'm also attaching the Food Stamps/SNAP/***Fresh Notice of Action, as well.  THIS IS THE ONLY "PROOF" I have of my current address!  IF I was lying, IF I was trying to defraud you, I would not be making a fuss about this, to avoid detection.  Why do you assume everyone is a *****?
  
  
  Please use common sense and update my address.  My next communication will be a complaint to the **************************************, documenting this situation.
  
  
  Thank you.
  
  
  
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/05/2025

  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 made the mistake of thinking an IPAD with cell service could handle phone calls. So I ported my number out of H2O Wireless after being a customer of theirs for nearly 10 years; without a single issue. Once my number was with this new carrier I immediately regretted my decision seeing as I couldnt actually use it for calls or texting. I ported my number back to H2O wireless thinking it would be better to bring it back to where it originated. I did not want to be charged an annual fee by keeping it with the new carrier. I am now going on 5 days without an answer of what is ultimately going to happen to my number. The only actual contact Ive had is with a supervisor is due to my complaint with the *** as well. I just want my number back. I can see it on my phone but I am stuck in SOS. I want the port to be finalized back to H2O wireless.

  

  Business Response

  Date: 06/16/2025

  Dear Ms. ********************* sincerely regret to learn of the difficulties you've experienced with H2O Wireless, and we extend our sincerest apologies for the inconvenience this has caused.
  
  Upon reviewing your account, we confirmed that the phone number ending in 5083 was ported from and back to H2O Wireless on June 1, 2025. Regrettably, a backend issue prevented your phone number from registering correctly in our billing system. This meant that while the number was fully ported to our network, the service couldn't be replenished. Please be assured that we promptly escalated this issue to our underlying carrier to ensure your service would work properly.
  
  While we worked to resolve the backend issue, our underlying carrier suggested a full network reset to remove the eSIM, which would then allow us to assign a new eSIM to your line. Unfortunately, the new eSIM failed to register. As a further attempt to restore your service, a physical SIM card was overnighted to you on June 9th. However, even after activating this replacement SIM card on June 10th, the service still did not work. Consequently, we provided you with your account number and port-out PIN the same day to enable you to port your phone number to a new carrier.
  
  We can confirm that a refund of $20.45 for your eSIM order ******** was issued on June 11, 2025. This refund should be posted to your original payment method within 5-7 business days.
  
  Should you require any further clarification or assistance, our Customer Support Team is ready to help. You can reach us through our website at ****************************************************, by telephone at **************, or via direct messaging on ********* Instagram, and ******* if you are a follower.
  
  We truly value your feedback, as it is essential in our ongoing efforts to enhance the H2O Wireless customer experience.
  
  Thank you,
  ************************** Customer Support

• Initial Complaint

  Date:06/03/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding the handling of mobile service issues involving Life Wireless, its tech support provider ********, and parent company ****************************I recently enrolled with Life Wireless and successfully ported my number. My phone is compatible, APN settings are correct, and I live just 2 miles from a verified **** 5G tower. Despite these favorable conditions, I am not receiving 5G serviceonly LTE or lower. I understand 5G coverage isnt guaranteed in all areas, but this explanation falls flat when I sit next to my stepmotherwho uses ****and she has solid 5G while I do not.When I raised this issue with Life Wireless and PureTalk support, I was met with generic responses that did not address the specific circumstances of my case. Rather than investigating a possible provisioning or account config issue, I received scripted pushback and dismissal. My requests for proper troubleshooting or escalation were ignored or deflected.While my account is with **********************, all three companiesLife Wireless, PureTalk, and Telrite Holdingsare involved in delivering and supporting the service. Therefore, I am filing separate complaints for each entity, as all bear responsibility for ensuring service quality and proper customer support.I am asking for:A formal investigation into the failure to provision my account for proper 5G access Accountability for the poor and dismissive tech support experience Transparency on whether Life Wireless accounts are provisioned at reduced service levels vs. standard **** users, despite using the same infrastructure Thank you for your attention to this matter. I hope this complaint results in a review of how Lifeline carriers are supporting customers and delivering on promised service capabilities.Sincerely,***** ******* *********************** Apt. ******************** Cellphone / Acct Phone Number: ************

  

  Business Response

  Date: 06/06/2025

  Dear *** *******,
  
  We're sorry to hear you're experiencing difficulties connecting to 5G with your Life Wireless service.
  
  Although PureTalk and Life Wireless operate under the same parent company, Telrite, we are unable to provide direct technical support for Life Wireless accounts.
  
  While your device is 5 G-capable, 5G coverage isn't universally guaranteed and can vary significantly based on location.Coverage maps offer a general idea of availability, but actual service and speeds may differ.
  
  We have confirmed your phone number remains active with Life Wireless. For further assistance regarding your coverage, please contact the Life Wireless support team directly at **************************************** and ************.
  
  
  
  Kind regards,
  PureTalk
  
  Cc: Better Business Bureau
  

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23413541
  
  I am rejecting this response because:
  
  Hello,
  Yes, this service is on the AT&T network. For context, I previously worked at Cingular Wireless before it was acquired by AT&T, so Im quite familiar with how things should function.
  Despite being in Austinwhere 5G is widely availableI am not receiving any 5G signal through LifeWireless. I even tested this at my father's house, where he has AT&T and gets strong 5G coverage. I get none.
  Ive already taken the following steps:
  Reset network settings
  Verified the correct APN configuration
  The internet itself is working, but only over what seems to be a degraded 4G connection.
  I use a Google Pixel 4a 5G, which does receive 5G bands when they are properly provided. The phone is fully capable, but LifeWireless is not delivering true 5G service.
  I understand the difference between coverage and servicethis is not a coverage issue; this is a lack of service, and it needs to be acknowledged. I've called customer support several times, but have received no help or resolution. The issue continues to be dismissed.
  When I insert a T-Mobile MVNO SIM into the same device, I immediately receive a 5G signal. This further confirms that the issue lies specifically with LifeWireless service, not the phone or coverage area.
  Im requesting a call with an expert-level technical support representative or engineer who can resolve this issue properly. I am growing increasingly frustrated by the lack of ownership and accountability here.
  Please respond so we can coordinate a call to address this without further delays or resistance.
  Thank you,
  ***** *******
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/30/2025

  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.

  today I purchase phone waiting in mail I'm on my phone they cut off a government phone .they said I was abusive? impossible if the phone keeps ringing an hour and haven't spoke to none of the foreign ppl who English is poor. can't understand the interactions with India and PHILLIPINES why are they conducting USA business? so asking they can't tell why? because this is a scam? illegal? all personal info for these ppl? so I will file complaint I told these ppl I will get another service who has the right? I have no respect for none.because these ppl put me on private networks to start in March told y'all I used data in fact screenshot all that recording and bbb believes these foreigners outside *** conducting business knowingly doing things to consumers phones? we know I know what the real us as far as you ppl have certain groups ...why telrite keep saying no interactions ? but telrite sent me a letter outside this threathening I haven't talked to none lying -?? female. can't get in touch not once have they called ...telrite is the liars I hate all this because it's a set up like the BBB. Dishonest yea. I * all of y'all and keeping it real. I have no problems expressing dishonesty in BBB and these disturbing fake phone ********* breaches 5 bc of these foreign people can't read spell or write , ****** screwed too! I have a lot of research info I will share over the internet.but as far as using my phone they did while teacking me blocking changing IP addresses I'm in countries outside *** ..I don't you all will reap the benefits for being dishonest in *** as I watch leaders dishonest that is unacceptable at all who participated in criminal activity in *** domestic? u yes. tracking ? recording of phone ringing an hour plus too large to send

  

  Business Response

  Date: 06/02/2025

  Dear Ms.*****,
  
  Life Wireless is again responding to the complaint filed with the Better Business Bureau.
  
  Our **************************** staff has done everything possible to assist you and have communicated that in previous email correspondence/complaints, and verbal communications.
  
  We have communicated to you our position and the current status of your account, which we terminated on 5/30/25.
  
  Kind regards,
  
  Life Wireless/PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23397031
  
  I am rejecting this response because:
  
  Sincerely,
  
  J *****

  Customer Answer

  Date: 06/04/2025

  Well as always the 300 million consumers are the problem. So that mean you living off 97% percentile? O..I told u you investigate you will see sorry idc what none says. I KNOW THIS TELRITE IS A LIE AND I WILL ALWAYS LOOK AT THEM THIS WAY. as for any one who lies: I am the punishment of God if you had not did what you did God  wouldn't have sent a punishment like me on you! ******** ****...Your opinion doesn't matter I have seen all go behind consumers back and lie just like that nasty racist uff @ telrite only one answered and no support or supervisors....NONE they know what they can do, as i ....gth asfayu

• Initial Complaint

  Date:05/19/2025

  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 have had this service since march the last complaint they told bbb lies and you believed them. ok why is all my equipment i used for life wireless coming up a threat on my account and an iphone, pad? these ppl been in my account since day 1 data never used as i have all *****+ ip addresses of life wireless location the ***********? this is sloppy.i called today and phone rings 1 hr or more someone needs to do something keep these bugs out of my account . i cant check anything these ppl have all my phones BLOCKED now spectrum says it should be 12 characters wifi mac address it is 10, my tv has the correct number. im on the phone with wifi/internet provider spectrum and it a big disgusting problem. now how is it possible to get in my phone? i used a different phone and lo and behold theyre in that phone also. how? where is the privacy at. we muist remember a pedophiloe running the country is a problem for all. but the last time you bbb did not assist in the 30 days you ppl did within 3-7 days . ***. i am trying to get another phone altogether but as i deal with this c*** that has been a big problem you all blame consumers they have ip address on my spectrum account ip ****************** what is this? spectrum not going to risk losing their jobs only reasons life wireless( telrite who lied and said only long distance) is because they are working in the phillipines? had i know they were outside *** i would not have never. we know we are set out from others that yt *** in *** and all these phone companies blacks here whites there 90% liars and thieves everyone living off the poor. life wireless calling all on these how dare usa have these people who cant read write or spell, screenshot an item this is me *** im going to use because you bbb anyone else you ppl are horrible i say because you All Blame the CONSUMERS. usa has scammers stealing from the poor. you lie you a liar. lie on consumer lying cheating and stealing this scamming and bbb all entities are aware.

  

  Business Response

  Date: 05/21/2025

  Dear Ms.*****,
  
  Life Wireless is responding to the complaint filed with the Better Business Bureau.
  
  Our **************************** staff has done everything possible to assist you and have communicated that in previous correspondence/complaints, and verbal communication.
  
  At this juncture, without your cooperation, there is nothing else that can be done. In addition, our communication on 5/21/25 we have communicated to you our position and the current status of your account.
  
  Kind regards,
  
  Life Wireless/PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23349340
  
  I am rejecting this response because: they told me they had no interactions with life wireless, next 5/11/25 unable to use my phone 4 days turned off and rest to factory emails lost etc but they said I have abusive language, well impossible if my phone was off now I have an IP address that was on spectrum account ******************, IP address 10.221.***  I called them phone ranged 1:23:45 next call rang 1:23.03. all my interaction 2 entities , and I have threats on my account , tell me how did they remove my devices offy account without knowledge? and it spectrum? howd they do that? I have recorded the phone 611 ringing these ppl are fraudsters and I will complain to *** as far as BBB I don't know what it is but I complaint before and same as before even though they hacked phones spoofed number and ask why they ask you for another line? none is needed? not to restart reset phone or anything else. I did not know they were in lawsuit I should read reviews this company is a scam why are the agents location in ***********?.I am going to get away from service they had not heard nothing from me until 5/11/25 filthy liars. best I'm contact the *** I'm not fool and I see all they been doing and the phone they factory reset screenshot that too! how dare these losers tell me anything and they're in all these accounts and y'all all know ..please don't tell me what to say you all need to speak for self and stop blaming the consumers for bad screwed up *********** real this is data breach had none until your interaction  with unknown  things they cannot read , write or spell... and neither can google as I lost my email behind these *********** I want you to think Discrimination? bad living somewhere where the lawlessness out weigh the consumers.  history is a bunch of lies agreed upon. telerite you lied right in my face and you all been blocking my account liars omg I can't believe you lied the first time and limited connection no Internet and IP addresses. sad...****!
  
  Sincerely,
  
  Brown

• Initial Complaint

  Date:01/31/2025

  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 have been communicating with a lady, *** ******** stating she is the hiring manager for Life Wireless for a few months. She required me to send bitcoin or whatever to get everything approved. I did it like a dummy. Then she has been bugging me showing me photos of equipment she needed to ship to me. Had to give $60 bitcoin to pay for shipping. i wasnt going to do it. I contacted 2 people who has dealt with her and got equipment supposedly. They both told me send the $60 and i wouldnt regret it. ugh against better judgement I did it yesterday. As soon as the bitcoin was accepted she told me shipping fed ex driver said he cannot process amything less than $100 so she is non stop bugging me to send additional $40 to get equipment. i have sent her a total of $121 in bitcoin! i am not sending more $ and requested to just get $ back or send equipment so I can get to work. Shes not having either of them as she is still trying to get me to send more $! she has a life wireless employmemt badge with her picture and the back has if foumd please return to - address of *********, ** location and then her signature. Thats what kept me even intrigued and interested in the work from home position we discussed. Just beware fraudulent c*** is everywhere, just didnt expect someone to target unemployed people to try to get $ from. *** not alot of funds normally from the unemployed or disabled/retired.

  

  Business Response

  Date: 02/12/2025

  Dear ******* *******,
  
  Were sorry to hear about your experience with the fraudulent individual who was impersonating our company and representing themselves as a hiring manager.
  
  We have investigated this matter and we can not locate this ex-employee because it has been so long that they are no longer in our system. We have not distributed these types of badges in many years. In addition, this individual has no access to our equipment. This unfortunately was a scam, and we are very sorry that you fell victim to this egregious behavior.
  
  Life Wireless is not responsible for Terminated employees and the equipment is not ours and can not be held responsible for the unfortunate monetary loss with Bitcoins.
  
  This is a criminal matter and we suggest that you report this to your local law enforcement. We have, however, notified our ************************** to assist and keep track of any further complaints about this ex-employee we may receive.
  
  Life Wireless sincerely thanks you for bringing this matter to our attention.
  
  
  Kind regards,
  
  Life Wireless
  Compliance Administrator | Telrite Holdings
  ***************************************************************
  ************************** | *************** | **********************
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:10/21/2024

  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 placed an order and paid the processing fee on October 4th, 2024 to get a Life Wireless Cell phone for free under the government program. It has be 12 days and I have not received the said phone. I called the customer service number, from my step sons phone, and sitting on hold for 30 min to just get a hold of a ***, Gave all my info and order number. The *** said that my order was just for a sim card not a phone. It states clearly in the order receipt that i will get a phone not a sim card. Then this *** says she will refund the money and we can redo an application and screwed up my account, then refused to get a supervisor when asked. I then check the website from which I applied from (********************************) and I am unable to redo an application. I then called back 3 times each time on hold 30 min. Finally got a different *** and she says the same thing. Then I asked for a supervisor and was told that they were on the phone and would call back. I then waited the rest of the day for a call back until they close and never received a call back from said supervisor. I need a phone that's the whole reason I applied and now not getting anywhere with this company. I would just like a resolution so i can get my phone i paid the processing fee for.

  

  Business Response

  Date: 10/22/2024

  Dear Mr.*****,
  
  Life Wireless is responding to the above-referenced complaint concerning your order for a Life Wireless cell phone.
  
  We have reviewed your account. Our records show that you started the application on 10/4/24 and did not finalize it until 10/18/24. Our warehouse is closed on weekends and the device didnt ship until 10/21/24, the next business day.  The ***** tracking number is 280869677200.
  
  You should receive your device within the next few days. Please get in touch with our *************************** to activate your device and let them know if you have any questions.
  
  We sincerely apologize for any inconvenience and thank you for bringing this to our attention.
  
  Regards,
  
  Life Wireless Customer Service
  /kr
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 10/22/2024

  No the application was finalized on October 4th. They reset the application when called and we're supposed to refund the 4.99 and mad me redo an application and pay again. Never received the first refund.

• Initial Complaint

  Date:10/17/2024

  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.

  I am submitting this complaint on behalf of my elderly mother, ******* *****. I am her natural son and Attorney in Fact, ****** *****. The enabling document (Power of Attorney) is attached.On October 16, 2024, Life Wireless sent a very concerning email, subject line of "Do you want to keep your Life Wireless service?" and the content which includes, "Your service is about to expire due to non usage."My Mom's Life Wireless account is her only reliable way to contact me and others not at her residence. She and I routinely talk and/or text on her Life Wireless line, usually daily. I checked her Life Wireless usage history, and, as expected, calls and texts are recorded regularly. Hence, this email should not have been ******* would be very much appreciated if Life Wireless would not send these INCORRECT emails like this, and take whatever measures are required to prevent "mistakes" like this from scaring elderly customers.

  

  Business Response

  Date: 10/21/2024

  Dear Ms. ************************************ is responding to the complaint filed with the BBB concerning the non-usage text message you received.
  
  Due to a system issue, the message went out to customers that had usage but IT is working on it as of 10/16/24. As long as you have used the service, it will not expire for non-usage.
  
  Life Wireless sincerely apologizes for the text message that caused you concern.  Thank you for your understanding and bringing this to our attention.
  
  Kind regards,
  
  Life Wireless Customer Service
  
  ************************* (via ******************** Portal)
  
  

  Customer Answer

  Date: 10/21/2024

   
  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:09/19/2024

  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.

  Life wireless advertises, unlimited data that slows down after you hit your data cap. But upon talking to them online, they're saying that you only get a limited amount of data, and then it gets shut off. This is called a bait and switch. It is highly illegal, and they need to be terminated as a provider.

  

  Business Response

  Date: 09/24/2024

  Dear Mr. **************************************** is responding to the above-referenced complaint concerning your Lifeline plan. We sincerely apologize for any misunderstanding of our data plan.
  
  We understand from your email you were asking if your plan receives unlimited data or if it gets cut off. Life Wireless does not offer or advertise unlimited high-speed data.
  
  Your current plan offers 4.5 GB of high-speed data. The low-speed data is not calculated or detailed because it does not run out and is infinite until the next recharge date. Should the low-speed data run out, we restore it as a courtesy to the customer.
  
  We hope this explanation clarifies any misunderstanding in our service plan for your area. Should you have any additional questions or concerns, contact our *************************** at ************ for assistance.
  
  Kind regards, 
  
  Life Wireless Customer Service
  ************************** | **********************
  
  Cc:Better Business Bureau (via BBB Portal)
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22307221
  
  I am rejecting this response because:
  Its not a direct answer. I never said that my plan had unlimited high-speed. I was asking if the speeds slowed down after I used my high-speed data

  Answer that or be terminated as a business on the lifeline program.
  

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

  

  Business Response

  Date: 10/14/2024

  Dear Mr.*********,
  
  Life Wireless does not offer or advertise unlimited high-speed data.
  After using your plans high-speed data allowance, your data will continue and we will not turn it off. Your speed will throttled to 256 KBPS. The low-speed data is not calculated or detailed because it does not run out and will continue until the next high-speed recharge. Should the low-speed data run out, we will restore it as a courtesy to the customer.
  
  You currently receive 4.5 GB of high-speed data. Should the low-speed data run out, we restore it as a courtesy to the customer.
  
  Regards.
  
  ********************** Customer Service
  
  Cc: ******************************************** Portal)
  

• Initial Complaint

  Date:07/20/2024

  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.

  This complaint concerns misrepresentation, negligence, and disability harassment. In the past 72 hours, I've received misleading and contradictory information about porting my phone number, ************, from Life Wireless to Safelink Wireless. On July 17th, I applied with Life Wireless, and on July 18th, my number successfully moved from ************ to Life Wireless. However, later that day, I received this text from Life Wireless:"We are sorry to see you go! We just received notice from the federal government that you have decided to cancel your service with Life Wireless and enroll with another lifeline carrier. If you did not request this change, please call 611 ASAP to move your account back to **********************."I did not initiate any cancellations with Life Wireless. I suspected an error since I received approval from Life Wireless on July 18th, and by the next day, my Lifeline benefit was forcibly transferred to Safelink without my consent. I was directed to contact Lifeline for clarification.Lifeline informed me they have an enrollment number for me with Safelink, specifically Q92528-39223. Yet, this number did not match Safelink's records. So, I do not know why the Lifeline representative gave me the wrong enrollment #.Additionally, although Life Wireless assured me they successfully ported my Boost number, they later said that the number would be canceled after a couple of days, so I asked them to halt the transfer to Safelink. Despite this request, I was told to reapply to Life Wireless to keep my number with them. They incorrectly advised me that I would need to request deletion of my account and reapply after two hours. Not true. I learned I must wait 30 days to reapply (as opposed to the two hours the rep misleadingly declared). Also, since my line was deactivated, I couldn't port out my number. This situation has caused me distress and wasted time and resources needed for medical appointments, disability benefits, work, and family communication.

  

  Business Response

  Date: 07/23/2024

  Dear ********************,
  
  Life Wireless has received the above-referenced complaint filed with the Better Business Bureau concerning your Lifeline account.
  
  We have reviewed your account. It isn't easy to access or pinpoint what happened with your account. We show that you initially activated your account with ********************** on 7/17/24 and on 7/18/24 the benefit was transferred out. We received confirmation from NLAD that there was a Prepaid NLAD Benefit Transfer on 7/18/24.
  
  Many times when this happens, its because the consumer has applied for service with more than one ***************** We received notification directly from NLAD that this is not a Port Out, this is a benefits transfer.
  
  If you would like to re-enroll with Life Wireless, you can re-apply at www.lifewireless.com and have the benefits transferred back.
  
  Should you have any questions or concerns, contact our **************** at ************ for assistance.
  
  
  Regards,
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB Portal)