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Business Profile

Cell Phone Supplies

Entouch Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

This profile includes complaints for Entouch Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see

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Entouch Wireless has 2 locations, listed below.

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      enTouch has deactivated my phone number and now I'm not able to port-out my phone number to another carrier. What does it mean I have talked to them multiple times and I've even emailed them as well. They say that my phone is not active on the phone. But they will email me and tell me that my account is active. All I know is that my phone number is in limbo. And it's been that way for at least 4 months. I've talked to Lifeline support, and they are not helpful. Not at all. I also have to add AirTalk Wireless to mess. I was trying to port-in to AirTalk and because I can't port-in my phone number correctly, my phone number will be lost. I have had my phone number for two years. **************** for both companies are very rude and unprofessional. I didn't start this issue, enTouch did. When I call enTouch on the phone, the agents will tell me that my phone number is inactive. But when the agents in the email, will tell me that my account is active. So I'm confused. I just want to Port my phone number. enTouch gave me the wrong account number and Port PIN.

      Business Response

      Date: 02/18/2025

      Please see attached for complaint response

      Customer Answer

      Date: 02/18/2025

       
      Complaint: 22913648

      I am rejecting this response because:


      I'm confused. My name is not ****. That's the problem right there. They try to over talk me, but yet they don't even know my name. I've already sent the screenshots and you can see that my phone number is not active. So I don't know what they were talking about. 

      Sincerely,

      ******* ********

       

      Business Response

      Date: 02/19/2025

      Please see attached for complaint response

    • Initial Complaint

      Date:10/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 recently became a Government SNAP participant and being a participant that allow me to be eligible for a free mobile phone,Lab top, ********************************** hot spot one of your choose.The process in 2023 you get approved threw the retailer.The FCC are now approving lifeline application and are providing applicant with approval numbers ************ entouch wireless do not want to honor the number and would like for me to apply with them.

      Business Response

      Date: 10/21/2024

      Please see attached for complaint response.

    • Initial Complaint

      Date:07/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      My phone was stolen and it is from the free lifeline phone service. I need to get my phone replaced. However I can't seem to be able to do this as my account is locked with Intouch wireless! all if the lifeline phone services use the same government system any of the hundreds of lifeline service providers. So I can't even get my phone replaced at other businesses such as assist wireless or any of the other lifeline service providers. I have tried contacting many times to no avail to get this issue fixed. even the guy who signed me up with the service said my account was locked and was not able to give me a new phone. even with having the manager at assist wireless calling Intouch customer service and trying to get them to delete my account so they and fix it and give me a new phone. The assist wireless manager was able to pull up my account but was unable to do anything because of the lock. When contacting the customer service line for Intouch ********************** the people on the phone where terrible telling me my information was wrong when I literally had the account pulled up form assist wireless the manager from assist even tried talking to them with no avail they refused to give us their names or let us talk to a manager. Phone number for the stolen phone ************* The account number is ******** There is no reason why they are doing this other then to be a bad businesses while assist was willing to replace the phone as it was the same phone/service.

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 trying to make a out going call, directed me to customer service. Was told I had no minutes remaining, my unlimited text, talk and data have all been reduced substantially. Was never contacted or notified of these changes. If I wanted to use my phone, I would need to purchase additional minutes etc. Entouch offers several plans on their website. Except for the cheapest plan apparently. The 100 additional minutes for 4.00 dollars was not available for my phone. Amazingly, however the more expensive plans were no issue to purchase. I find this to be a very unethical business practice. Would like a explanation of why no notification was made. Also why a plan to add additional minutes along with price listed everywhere is somehow unavailable if you choose the cheapest plan.

      Business Response

      Date: 07/26/2024

      Please see attached response for complaint ID: ********

    • Initial Complaint

      Date:03/25/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Entouch Wireless is a company that has a contract with ***************** Government program of Lifeline. I have been with them for years, since 2010? My phone stopped working in October and I promptly contacted Entouch Wireless. They said they are no longer with ******* and will be sending me a new phone. When I received the Lifeline phone they recently mailed to me, I was instructed to call them to "activate" the cell phone. I called and was told in order for my phone to be activated, I would be asked a series of questions that I needed to say "YES" to, but that I would not be charged as the "Supervisor" would then activate my phone. I did what they asked me and as-soon-as I hung up I immediately called my bank to cancel my account as I knew it was a SCAM! My bank agreed and promptly cancelled my account. This recent SCAM by Entouch Wireless is they sent me my new phone and was told I would have unlimited talk/text. I went onto their website and attempted to submit my complaint, only to have an "ALERT" to try again later. I pray you can help me, as this company is supported by our US Government and is scamming not only our Government, but qualified Lifeline consumers and have been doing this for YEARS!!

      Business Response

      Date: 04/04/2024

      Please see attached for complaint id: ********

    • Initial Complaint

      Date:02/26/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 went to the entouch wireless tent right outside of the welfare office in ******* ** on *************** and I went to go and get a free phone. There was a ******** there that took all of my information and told me the phone was free after the man took all my info he told me that it was gonna cost me $25 for the phone and that it had to be in cash. This man is charging low income people for cellphones that are suppose to be for free. He then pockets the money that the people give him and that is not right or fair.

      Business Response

      Date: 03/08/2024

      Please see attached for complaint ID: ********

    • Initial Complaint

      Date:02/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My phone internet was cut off, I have called their customer service numerous times and talked to entouches reps to get my internet turned back on, I informed them that they just notified me that my courtesy refill had just been topped up, they tell me that it's a " network issue" and tell me to call ************ I've called numerous times and am informed that the line is busy everytime I've tried it, I call and ask to speak to a supervisor and I am put on hold , listening to their piano music for twenty minutes, finally I hung up, I feel like they are intentionally giving me the "runaround".

      Business Response

      Date: 02/19/2024

      Please see attached response for complaint id: ********

    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Entouch wireless disconnect my service without waiting til I'm establish with air talk wireless when I did a transfer request online. I have not gotten a new phone with service yet cause it can take up to 14 days and entouch wireless disconnected me immediately from 1 day. I did the online request .they should know it would take days or a week before I can receive a new phone service from air talk wireless. It's a free gov free phone.

    • Initial Complaint

      Date:12/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Entouch Wireless has been illegally approving sim swapping and unauthorized access to my privacy data. I have never received any notification from ************** BOOMERANG WIRELESS LLC d/b/a ENTOUCH WIRELESS by mail having an account NOR have I even applied for service. ENTOUCH WIRELESS, I am demanding the support documentation and proof of disclosures to provide me with services and request for my personal data.

      Business Response

      Date: 01/04/2024

      Please see attached for complaint Id: ********

      Customer Answer

      Date: 01/07/2024

       
      Complaint: 21068922

      I am rejecting this response because: maybe Im doing something wrong but I am not able to view or make any decisions on Entouch response. Took 35 minutes to have no success in opening please advise.
        
      Sincerely,

      ***************************

      Business Response

      Date: 01/22/2024

      Please see attached response for complaint ID: ********

    • Initial Complaint

      Date:11/06/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 the product of identity theft! Boomerang/e touch wireless allowed someone to take out a phone in my name! And doing so disqualifies me from a monthly reduction in my internet bill! I have a heart monitor that requires internet and now Im paying full price! **************** NEVER ANSWERS THEIR PHONES !!! Until this is disconnected I can not receive my discount! Please help!

    Entouch Wireless is NOT a BBB Accredited Business.

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