ComplaintsforTelrite Corporation

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is for free government phonesthey charged me a $4.99 processing g fee and then sent me a phone which contained no battery.I called them to get a shipping label to send back and they told me I would need to replace the battery at my expense. Also if I wanted to send phone back I need to pay for shipping .They sent me a dead phone with no battery and they want me to buy the battery for the phone and this a free government phone. I tried speaking with supervisor and they wouldnt transfer me saying I didnt have a good enough reason to speak one they kept giving me a run around story.

  

  Business response

  01/08/2024

  Dear ******************,
  
  Life Wireless is responding to the complaint filed with the BBB concerning your device.
  
  We have reviewed your account and researched your order. We show that you received a Maxwest Astro A63 which does have a removable battery. When devices like this are shipped the battery is not inside the phone but inside the box.We are unable to assist until the *** is activated. Once activated, we can try to order a battery. The initial $4.99 is a warehouse processing fee for all Life Wireless Lifeline phones.
  
  If you would like to return the device, you can do so. As a courtesy, we can request a return label, however, we will need a valid email address.
  
  Please contact our *************************** at ************ for further assistance.
  
  Regards,
  
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB portal)
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not been able to activate my phone service that I have qualified for from the federal government.

  

  Business response

  12/12/2023

  Dear ******************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your Lifeline service.
  
  We have reviewed your account. We see that you reside in ***** and ***** has its administrator for its lifeline application review.
  
  You applied for service with Life Wireless initially on 12/4/23. You called to activate the *** card but the system will not allow it because ***** still has the application as "pending". Once they approve the application we can proceed to activate the service. A ticket was created for thisticket 2699838.
  
  On 12/7/23, you reapplied causing the duplicate application. Unfortunately,applying again will not speed up the review process with the **************. You can contact them to see if anything is pending so they can complete the review process.They can be reached at 1-866-454-838.
  
  Regards,
  Compliance Administrator | Telrite Holdings
  *************************************
  LifeWireless.com | PureTalkUSA.com | Telrite.com

  
  Cc:Better Business Bureau (via BBB Portal)

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to activate a SIM card on my phone and the process didn't work, so I told the rep to cancel everything. I have an ACP credit on my home wifi and asked the rep if this would interfere with it and they said no. They were wrong. My ACP benefit was removed from my ******* wifi service. Upon contacting this wireless company again as per the ***/Lifeline, they said they couldn't do it. The *** insists they can but just don't want to be bothered doing it. When I called asking for a supervisor, reps refused to put me through to one and one rep got nasty with me about it. I tried emailing the email address to get help with my issue and they kept blocking my email (I emailed from various email addresses). All I want is my ACP benefit (benefit for low income people to get assistance with either wifi, free cell phone or free tablet and it's one per customer) to be dis-enrolled from their database and they refuse to do so. Since they're refused to do so, I've lost my ACP Lifeline benefit with ******* which leaves me without wifi come September 1st. This company shouldn't be allowed to exist. HORRIBLE customer service. The suspended cell # is ************.

  

  Business response

  08/16/2023

  Dear **************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your *** benefit.
  
  We have reviewed your account. Your account shows the *** benefit was applied when you signed the *** Benefit Transfer Consent form on 08/04/23 when filling out the Life Wireless application. We are showing that it has already been canceled by you on 08/09/23. Should you wish to transfer the *** benefit to another company you may transfer the benefit once a month. If you receive a discounted internet, the connected device (laptop, tablet, or desktop computer) through the program, you cannot receive a new discounted device, even if you change internet companies.
  
  The Federal program only allows *** subscribers to transfer benefits once per calendar month in order to protect consumers against uninformed or unwanted transfers.
  
  We sincerely hope this explanation clarifies your concerns and you will be able to use the *** benefit with another carrier of your choice.
  
  Sincere regards,

  *************************
  Compliance Administrator | Telrite Holdings
  *************************************

  LifeWireless.com | PureTalkUSA.com | Telrite.com

  Cc:Better Business Bureau (via BBB Portal)

  Customer response

  08/18/2023

   
  Complaint: 20452247
  
  I am rejecting this response because: it's not true as per the **** According to the **** cancelling an account is NOT the same as removing an ACP from the government database. I would think that the *** knows what they're talking about. Several wireless companies like this have been fined millions of dollars for scamming customers like you did to me. That comes straight from the **** 
  
  Sincerely,
  
  *************************

  

  Business response

  10/24/2023

  Dear **************,
  
  Life Wireless has received your rejection response concerning your ACP benefit and Lifeline account.

  We have reviewed your account. This account has all services disconnected and the account is canceled. We show that you canceled your account for the Lifeline and ACP benefits on 8/9/23.  You no longer have any services with Life Wireless.  Life Wireless is unable to remove your account from the **** database.

  
  Regards,
  *************************
  Compliance Administrator | Telrite Holdings
  *************************************
  LifeWireless.com | PureTalkUSA.com | Telrite.com
  Cc:Better Business Bureau (via BBB Portal)

  Customer response

  10/24/2023

   
  Complaint: 20452247
  
  I am rejecting this response because:

   

  They did not in no way, shape or form cancel anything on their end. I had to wait until the next calendar month to have the *** re-added to another service. This company did nothing but lie, saying you did it...you did not. Your customer service reps were rude and unprofessional as well. Just because I canceled the service, that does NOT remove the *** benefit...they are two different things. The *** federal office confirmed that with me and filed numerous complaints against this company for not doing so. I can't believe at this point, I'm still going back and forth with this nefarious organization. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was online on 9/13/22 and cannot recall if it was Life Wireless whose parent company is PureTalk and Telrite ships out the phone ordered. I paid $**** out of my debit account card at *************** Entry on Statement attached which lists payment to PureTalk. I on this day changed providers of ACP, a gov ******* with celluar phone and service. I received notification from ***** of the shipment of phone. I went to ***** office on about 9/15/22 at ************* ** a day before delivery to take place at my home address and told them I refuse pkg and send back to sender or shipper. They did so and I have screen printout of history of refused delivery from *****. I tracked the pkg back to shipper and was given another tracking ***** number ************ for this and delivery was made back to shipper on 9/21/22 to Telrite of ********* **. I called PureTalk phone number on bank entry of bank charge of **** and was told to call different **** which was named Life Wireless Customer Svc. This occurred on 10/6/22 at 1pm and with Life Wireless I spoke with Brusly, CS rep who refused to issue refund. So I asked to speak to Supv and was placed on hold for a length only for same Rep to return and told me that he cannot connect me to Supv but to email *********************** with my request for refund. I have email submitted to this address attached with no reply to date which is why I am filing this complaint to get my refund of $**** charged on 9/13 at 20:48 with my bank ************** of S ************ **. I returned their phone and feel I should not be charged $**** for any reason whatsoever so I am asking BBB to file my complaint either with Life Wireless or PureTalk or Telrite. I did get an email in between the time above from Life Wireless stating I was approved for phone and service and I was referred to Life Wireless by ************************* Reps but no resolve from either to date. Thanks. ********************* PS They should have refunded me when they received phone back.

  

  Business response

  10/20/2022

  
  Dear **************,
  
  We truly apologize for the experience you have had with Life Wireless. We are committed to resolving your issue.
  
  After reviewing your account, we see that you spoke with an agent on 10/11/2022 and they submitted a refund request for the $4.99 processing fee. The refund was posted to your original payment method on 10/14/2022. Please allow 5-7 business for the refund to process.
  
  Please accept our sincere apologies for any inconvenience you have been caused. It is our hope that we have rectified this matter to your satisfaction.
  
  Kind Regards,
  
  Life Wireless Customer Service
  
  ************************* (via ******************** portal)
  
  
  

  Customer response

  10/20/2022

   
  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. Telrite Corp Compliance responded to me with an email that states they issued my refund and it has been applied to my account to date. Please close the above BBB complaint as satisfactorily resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/26/22 I was approved for the *** and on 08/28/22 I submitted an application with Life Wireless. I paid $4.99 for the processing fee and on 08/29/22 I received an email to advise of my order #L0007985978. The email also added that my phone was shipped and gave ***** tracking #************. I emailed the company on 08/30/22 to advise that the address was missing the * as I live in apt *209.On 09/01/22 my package was delivered to the wrong address and I filed a complaint C-******** with *****. After waiting days for a response I was told by ***** that I need to contact the shipper as the driver delivered it to the address given ********************************************. Which is incorrect as I live in an apartment complex with buildings that each have different letters from A - H. As I don't have any mobile or landline devices I had to get a ride to my sister's house and call the company. On 09/15 or 09/16/22 I called the company, the representative stated that they will need a different address in ** to ship it to. I gave my sisters address and was told in 24 hours I would receive a confirmation email. I received nothing and I contacted the company again on 09/20/22. I was then told that it needs to be investigated and assured I would receive an email in 48 to 72 hours.I still haven't received an email or the cellular device. At this point if they are unable to deliver the product I would like a refund of processing fee or both for the hassle.

  

  Business response

  10/18/2022

  Dear **********************,
  
  Life Wireless expresses its sincere apology for the inconvenience you have experienced. This is definitely not the experience we want you to have, we are committed to resolving this matter.
  
  Our records show that you applied online and the address that you provided did not include the *** in the Apt#, only #***. We show that a phone was delivered, but not to your address. We have escalated your concerns and are sending you a replacement phone to the address you provided in your complaint.Once you receive your device, contact our *************************** at ************ and speak with one of our representatives to update your mailing address.
  
  In the future, since this is a one-time replacement, any replacement device you request, you will be asked to cover the cost. Please be sure you update your address with our ***************************.
  
  Regards,
  
  Compliance Administrator | Telrite Holdings
  *************************************
  LifeWireless.com | PureTalk.com | Telrite.com
  Cc: Better Business Bureau (via BBB portal)

  Customer response

  10/18/2022

   
  Complaint: 18123409
  
  I am rejecting this response because: I no longer want to be associated with this company. I would like my $4.99 refunded back to me. 

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

  

  Business response

  11/01/2022

  Dear **********************,
  
  Life Wireless replaced your missing phone due to the incorrect address you entered when you applied for service. This was not corrected and the replacement phone was sent to the incorrect address. We sent you another phone to replace the phone that you did not receive.
  
  The processing refund that you are requesting is for the warehouse processing and shipping of the phone device. Since you received the second device, we can only refund those orders that do not qualify and a phone is not processed for shipment.
  
  Should you gave in further concerns, please contact our *************************** at ************ for assistance.
  
  Regards,
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB Portal)

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom it may concerned: My name is ******************************* and talk to several customer service agents refuse let me talk manager and telling me won't be able fix expire status on account when use service in 30 days. My service package fully restore and active. ***** from customer service with ********************** and another agent from Lifewireless told me only way get my phone back working with ********** have to get their prepaid plan. I have been on free government plan where I had service with Lifewireless and ported in my existing number in 2018. I had to switch my service back in March because they said my old phone won't work on 3g with lifewireless service and had waited a long time to receive my new 4g phone in March that suppose to work on lifewireless service where I receive it towards end month when receive phone had issues with activating it. I was able to transfer over my old sim to new phone, because unable to get in touch Lifewireless and had activated on my own not sure if phone was fully activated since couldn't get in touch customer service agent. I was able to make a phone call to my bank back March towards end of month where I did made call within 30 days use my lifewiress service ********** number. I'm trying get my service restore, but getting no where with Lifewireless and refuse let me talk to a supervisor customer service agent from ********************** said nothing we can do but for me start over and won't get have same number unless I pay for Lifewireless service even though service package still active in the system. I told agent that did made call in March in 30 days and he just said well nothing we can do. I was trying activate sim with assistance in March 2022 since no agent to help me. ******* agent told reapply will remove expire on account,but didn't fix it. I'm want billing fix from expire to active lifewireless or add my number ported in with 2018 on my new account which refuse to do. I want expire be remove off my account.

  

  Business response

  05/03/2022

  Dear ******************,
  
  Life Wireless has received your complaint filed with the Better Business Bureau.
  
  We have reviewed your online enrollment created on 04/20/22. Your phone line ending in **** has expired due to non-usage within 30 days. You will need to activate a new phone number.
  To better assist and for security purposes, and protocol of the company and government we must verify your account first, which you can do by speaking with a **************** representative at **************. Please contact our **************** department for assistance in activating your new phone number account.
  
  
  Regards,
  
  
  
  Life Wireless ****************
  
  ************************* (via ******************** Portal)
  

  Customer response

  05/03/2022

   
  Complaint: 171

  I am rejecting the business response, because I did use the phone in those 30 days, and I didn't receive no text message which part terms letting person know if the thought wasn't using the phone when I was using the phone. I was told by agents can add that number to new sim card. If Telrite want contact me can at my house number to explain further I have prove of what Im saying. My telephone **********. I want to keep my existing number, because that number ported in when first came to join the company 2018 my number not no number assign to me. I also like expire non usage remove from my account because misinformation from their system Thanks
  
  Sincerely,
  
  *******************************

  

  Business response

  05/06/2022

  Dear ******************,
  
  Life Wireless has received your complaint filed with the Better Business Bureau.
  
  We have reviewed your online enrollment created on 04/20/22. Your phone line ending in **** has expired due to non-usage within 30 days. Life Wireless is unable to remove you from the non-usage status as this is a government Lifeline policy requirement. You will need to activate a new phone number.
  
  To better assist and for security purposes, and protocol of the company and government we must verify your account first, which you can do by speaking with a **************** representative at **************.
  
  Please contact our **************** department for assistance in activating your new phone number account.
  
  
  Regards,
  
  
  
  Life Wireless ****************
  
  ************************* (via ******************** Portal)

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H2O wireless phone service has stopped working. I have 4g LTE service on the mobile phone, but the phone service cancels and refuses to connect any phone number I dial.I am unable to reach anyone at ***************** I am on the phone for hours and I don't get anyone.I tried the live chat and received a similar no response. I'm not sure how to solve this matter and even if I wanted to Port my phone number to another service provider, I seemingly can not since there's no one available at H2O wireless to respond

  

  Business response

  05/27/2022

  Dear ***************,
  
  Telrite Corporation d/b/a H20 has received the complaint filed with the Better Business Bureau concerning your device.
  
  We have reviewed your account and we show that an email was sent to let you know that the device you are using the ******** G5 Plus XT1687 was not listed as a compatible device per AT&T. We have provided troubleshooting steps that would get the device working once more. We were able to speak with you directly and again assisted with troubleshooting but we were unable to get the device to function at full capacity. Currently, we see there is usage on the number ending in ****.
  
  H20 sincerely apologizes for the inconvenience that this has caused you. And, we hope that we have
  provided the desired resolution that you were seeking.
  
  Regards,
  
  H20 Customer Service
  Cc: ********************** (via ******************** portal)
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The occurance transpired on March 1st after 9pm sometime. The primary company for all of this is Telrite Corporation "Telrite Holdings, LLC", *********************************** CEO. The subsidiary is ***** Telecommunications, LLC, ************************* CEO. I could go on with what I found out about these companies. Their other subsidiary is H2O Wireless. All I want is to hear from someone since I have been trying since this happened to speak to a member of H2O Wireless. Their site informs me my phone is capable of 5G. ******* informs me my phone is 5G capable. 10 days ago I received a text offering me $100.00 off phone. I went to the *** that was sent to me..you guessed it no where to put a discount in. At this point since I can not get anyone to answer any ot the phone numbers for H2O be it "Please hold for the next available agent( that's a joke after 2 hrs their system disconnected me). Or just get a busy signal ALL I WANT is my ACCT. NBR. so I can transfer out of H2O. I have been a loyal customer of theirs for over almost *****. I have had my family go to H2O Wireless. They have now just quit H2O Wireless and moved on to another well known wireless service. I just want to get my Acct. NBR and my Phone NBR(which I have had since the beginning of wireless services being offered; which I ported to H2O Wireless). I wish to leave them. I need help to get this done. They do not care about us the customers, since it is obvious they do not answer the phone. Please help me get my ACCT NBR from them. I doubt very much if someone will literally call me to resolve this matter. The direct nbr is ************. I would give the cell number but as I said they took that away but I am continued to be charged my Monthly payment.

  

  Business response

  04/07/2022

  Dear *********,
  
  We regret to hear about the experience you have had with H20 thus far. Please accept our apologies for any inconvenience you have been caused. We are aware of the extended hold time, and are working diligently to rectify this issue. After reviewing your account, we see that we have sent you an email on 3/22/2022 and on 3/30/2022, but no response was received. A supervisor has also attempted to contact you today around 2:30 PM, but there was no response and voicemail was not set up. Thank you for your feedback, as it always helps us improve the H20 experience. 
  
  Regards, 
  H20 Wireless

  Customer response

  04/16/2022

   
  Complaint: 16903180
  
  I am rejecting this response because I didn't receive the correspondence from them. It went directly to my SPAM Folder. After 15 days the older ones get trashed and then emptied every Friday Evening when my Computer Restarts. As for a call I do not see one on the phone. It is a Federal CC phone, so it captures phone numbers and conversations.. Looking through the incoming calls they all align with my stored numbers from my Cancer Team and the Hospital I get sent to for my monthly tests or new stays with a TPN BAG for extra nurishment that my body requires. They could have called when I was on the phone with my team or something and you were sent directly to VM. If that is the case I am truly sorry I missed your call. Also for my email thinking you are spam. I am I think free this week except for the 20th of April, when I have to go for my TPN BAG. Could we schedule another call please? I will try and keep an eye on my spam folder also. Thank you for reaching out by the BBB, they are at least saved into my FOCUS FOLDER.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have service with H2O wireless owned your company. My cell service has been down for over a week. Nobody is answering at the customer service number **********. I have held for hours and nobody ever comes to the phone. Eventually the line just goes dead, and you have to call gain and hold for hours only to be hung up on again. Is this company still in business? What is the deal? Refund my monthly subscription or fix the service. If you look at the companys ******** page lots of other people are having the same problem.

  

  Business response

  04/07/2022

  Dear ****,
  
  We regret to hear about the experience you have had with H20 thus far. Please accept our apologies for any inconvenience you have been caused. We are aware of the extended hold time, and are working diligently to rectify this issue. After reviewing your account, we see that we have sent you an email on 3/15/2022 and on 4/5/2022 concerning this matter and also see that you were also contacted via phone call yesterday. We are pleased to learn that your MMS issues have been resolved. Thank you for your feedback, as it always helps us improve the H20 experience. 
  
  Regards, 
  H20 Wireless

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my name is ***********************, i sent a check to the ********* road office , at the direction of one of your customer service agents who gave me the mailing address. After i mailed the check i was told it went to the wrong address , it should have had a p.o. box number.my phone is still not working, when i call customer service again ,they said they have not received the check. it has been more than a week and i need a phone i am told by customer service I must make a payment. i have already made the paymnet at their agents direction. what can i do. if you want to know why i sent a check. i told the customer service i do not want anyone in my checking account. i dont use debit card or credit cards that allow this to happen. So i asked and was told to send the check to the ********* office. so i did I have since decided to leave pure talk. after being told by another customer service, that they are not a paper company and i need to give a credit card or debit card number.to continue service and make a payment. or make the payment to have my phone released so i can go to another company. i asked the customer service person. this question. if i make a payment once my phone is again activated if i cancel immediatley obviously after signing with another company , will i get a refund. she said i need to talk to the refund department. i said please connect me , and she said they dont take calls. or something like that , i dont recall exactly but it left me with no place to turn. i tried to research corporate contact to speak with someone. but couldnt reach anyone. i was going to email a karenrussell who's email is at covingtom but the email address online doesnt work. thank you. for reading this , i hope you can help. *********************** thank you ***********************

  

  Business response

  01/31/2022

  Dear ******************,
  
  Pure Talk expresses our sincere apologies for the experience you have had with your account.
  
   After reviewing your account, our records show that your phone number was released to a new service provider on 01-21-2022. Concerning your payment, unfortunately, the check wasn't received by our mailing department. We recommend that you contact your bank to void any payment submitted via check.
  
  If you have any further questions or require further assistance, you may contact our *************************** at **************.
  
  Regards,
  
  
  Pure Talk Customer Service
  
  Cc: ********************** (via ******************** Portal)

*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. ↩