ComplaintsforTrue Talk

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I Have been with ************ for many years. Recently, around January of 2022 we have been receiving notices from ************ about the 3G network shutting down and that our phones would be useless unless we went to a ***** mobile dealer to receive a free chip before the end of Feb of 2022. So that is what we did, we went to the ***** mobile in Lafayette IN on February 18th at 5pm. Keep in mind that are phones were working fine at that time even though we had recently moved further south about 8 miles on December 7th of 2021. We were informed by ****** that the chips were not compatible with out phones and we would have to buy new ones. So we did. We filled out the necessary paper work with our new address purchasing a phone for myself and my wife for $154.68 each, plus other items such as protective covers. Our phones worked until March 8th at 3pm I was cut off from a phone conversation and couldn't reestablish connection with anyone from home. However my wife phone worked away from our house. I called ***** mobile franchisee were we purchased the phones and they referred me to the ***** mobile headquarters (Franchisor) via customer services email. After hours of conversations they checked the tower and I was informed that my new phones would not work in our area. I asked them what should I do and they said they could do nothing. March 11th we found a new provider, when ******* called ***** mobile to unlock our phones they refused because we hadn't had our phones for more than a year. So we had to purchase two more phones at $850 each. We have been with ************ for 6-8 yrs and we cannot figure why our phones kept working from December 7th to March 8th? Why didn't they check our tower before we purchased? Why did the phones work for so long and then quit?

  Customer response

  04/04/2022

  My wife and I believer both are responsible, True Talk who sold us the Phones and ************ who would not unlock the phones to a new provider. As stated in our original complaint our OLD phones worked perfectly since Dec. 7th of 2021 at our new address. And they worked for 18 days after purchasing the Phones. Since we had to purchase new phones from another provider its too late now for ************ to unlock those phones. However, we would like a complete refund from True Talk including all fees plus purchases of protective cases and glass screen *******.

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