Complaints
Customer Complaints Summary
- 88 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/17/2025
Type:Customer Service IssuesStatus: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.
Service is suspended or disconnected I've been on the phone all day to get hung up on as I'm next on the line to talk to someone about my issueBusiness Response
Date: 04/11/2025
*** ******* ****** ********* ********* **** ** ********** ***** *******
To Whom it May Concern:
We write in response to *** ******* complaint, dated April 1, 2025. After conducting a thorough investigation into *** ******** case, we appreciate the opportunity to provide you with the following information.
Upon review of her records and speaking with *** ******* the customers service was interrupted on April 2nd due to a system-initiated deactivation, though their line remained active and usable. The account has since been reactivated, the expiration date extended to April 18th as compensation, and service is now fully restored.
We hope that *** ******* concerns have been successfully addressed and that she is satisfied with the resolution of this complaint. We appreciate the opportunity to assist *** ****** to reach a resolution.
Should *** ****** need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Best, ** ****Initial Complaint
Date:02/28/2025
Type:Service or Repair IssuesStatus: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.
Maxsip telecom is a government provided internet and phone service that offered affordable connectivity program free 5 year service through ******** and now does not have funding for program anymore. Maxsip telecom now charges for service to which I am paying for but they have my account under someone else's name and ss number. I am having issues with their service and they will not correct it in order for me to manage my account and serviceBusiness Response
Date: 03/26/2025
I tried to call the customer multiple times at the number given and it seems to be disconnected. I also looked into the number provided and it looks like it's under a different name like mention and the alternative number also belongs to another customer. If we can get a number or some type of communication, we can help get back into the account with the correct name and number.Initial Complaint
Date:02/28/2025
Type:Product IssuesStatus: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.
The company sent me a SIM card in an envelope and I had to pay $5.56 for postage due. I would like a refund of the money that I paid to get the envelope from the post office.Business Response
Date: 03/21/2025
*** ******* ******** *** ********* ********* **** ** ********** ***** *******
To Whom it May Concern:
We write in response to *** ********* complaint, dated March 14, 2025. After conducting a thorough investigation into *** ********** case, we appreciate the opportunity to provide you with the following information.
We received his complaint and saw that he requested a refund in the amount of $5.56 for postage due. This was processed on Wednesday March 19, 2025.
We hope that *** ********* concerns have been successfully addressed and that he is satisfied with the resolution of this complaint. We appreciate the opportunity to assist *** ******** to reach a resolution. We tried to reach him to let him know and were unsuccessful.
Should *** ******** need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Best, ** ****Initial Complaint
Date:01/27/2025
Type:Sales and Advertising IssuesStatus: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've called numerous times to port and transfer the phone number I've currently had for over a year and a half but I guess my number is under someone else's account name so they just tell me there's nothing they can do which is ridiculous I pay for service and my number for well over a year so why am I not allowed to transfer my number I use dailyBusiness Response
Date: 02/12/2025
Re: ******* ******
BBB complaint #********
Date of Complaint: January 24, 2025
To Whom it May Concern:
We write in response to *** ******* complaint, dated January 24, 2025. After conducting a thorough investigation into *** ******* case, we appreciate the opportunity to provide you with the following information.
Upon review of her records, due to no usage the customer was transferred out from the Lifeline program and her number was moved to another customer.
We hope that *** ******* concerns have been successfully addressed and that she is satisfied with the resolution of this complaint. We appreciate the opportunity to assist *** ****** to reach a resolution.
Should *** ****** need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Best, ** ****Customer Answer
Date: 02/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:No usage?? Because my account says not activated or no usage of a number I did not need nor ask for? ******* ******** has my current number under his account that he apparently hasn't had in almost 2 years because I was given this number and had it for almost 2 years. Your accounting setup is c*** cause you should be able to change your information and there is no reason I shouldn't be able to transfer and port the number I currently have and have had for almost 2 years which is ************
******* ******
Business Response
Date: 03/05/2025
To Whom it May Concern:
We write in response to *** ******* complaint, dated January 24, 2025. After conducting a thorough investigation into *** ******** case, we appreciate the opportunity to provide you with the following information.
Upon review of her records and speaking with *** ****** on March 3, 2025, we created a new account for *** ******,attached her existing number to the new account to ensure service continuity,and ensured that the process aligned with security compliance while prioritizing customer satisfaction.
We hope that *** ******* concerns have been successfully addressed and that she is satisfied with the resolution of this complaint. We appreciate the opportunity to assist *** ****** to reach a resolution.
Should *** ****** need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Bes** ** ****Initial Complaint
Date:01/24/2025
Type:Service or Repair IssuesStatus: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.
Maxsip promised unlimited calls, texts and data for 5 years when I first received my cell phone. Now my phone is off again. And this is my second report. I can't call my kid, to make sure they made it to work by 3am, but my phone got cut off at 2:30 when it died, and I cut it back on.Business Response
Date: 02/20/2025
*** ****** ************* *** ********* ********* **** ** ********** ******* *** ****
To Whom it May Concern:
We write in response to *** ************** complaint, dated January *******. After conducting a thorough investigation into *** *************** case, we appreciate the opportunity to provide you with the following information.
Upon review of her enrollment record, **************** signed up to be a Maxsip customer on August 2023. Given the *** program wind down, we checked if *** ************* could be enrolled in the Lifeline program, but unfortunately she resides in a state where Lifeline is not currently offered. Our customer service team tried to reach *** ************* numerous times between February 3, 2025 and February 20, 2025 to offer our low-cost retail plans. She was unable to speak with us and/or was unreachable.
We hope that *** ************** concerns have been successfully addressed and that she is satisfied with the resolution of this complaint. We appreciate the opportunity to assist **************** to reach a resolution but have been unable to reach her.
Should *** ************* need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Best, ** ****Initial Complaint
Date:11/25/2024
Type:Product IssuesStatus: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 ordered a tablet. I received a phone. I sent the phone back and asked for refund. I was then sent a tablet, but still wanted a refund! Sent the tablet back. As of the filing of this complaint still no refund on my **** Card!!! Have called many times. They have verified receipt of phone and tablet. But stillNO REFUND!!! Keep getting the same response. We will turn it over to "so and so" and your refund should be processed! NO REFUND RECEIVED YET. This Company is"CROOKED"!!!!!!!!!!!!Business Response
Date: 12/18/2024
*** ******* ***** *** ********* ********* **** ** ********** ******** ******
To Whom it May Concern:
We write in response to *** ****** complaint, dated December 9, 2024. After conducting a thorough investigation into *** ****** case, we appreciate the opportunity to provide you with the following information.
Upon review of his enrollment record, ******** signed up to be a Maxsip customer in August 2024. According to his complaint,he had ordered a tablet and received a phone instead. We apologize for the mix-up and issued *** ***** a refund in the amount of $80 to his credit card. This was processed on Friday December 13, 2024.
We hope that *** ****** concerns have been successfully addressed and that he is satisfied with the resolution of this complaint. We appreciate the opportunity to assist *** ***** to reach a resolution.
Should *** ***** need additional assistance, we can be reached at ************ or *********************************** or *********************************************************************.
Best, ** ****Customer Answer
Date: 12/19/2024
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 and the matter has been resolved.
Sincerely,
******* *****
Initial Complaint
Date:06/21/2024
Type:Product IssuesStatus: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.
Saw someone offering free phones/service through ACP on November 16th, 2023. I am currently awaiting SSI approval, have no income but EAEDC and SNAP, and live at a shelter. I checked to see if I qualified for a free phone, I didn't. But they offered $40 phones, with a guaranteed 5 years of free service with unlimited talk/text and 20 gigs of high-speed data per month. So I paid the money because 5 years was a lot. ACP ended, and they canceled my service. I told them it shouldn't matter that ACP ended, I was promised 5 years of uninterrupted service. They said there's nothing they can do. I then requested a refund for the $40 phone that I ONLY bought for the 5 years of service, and they refused to refund the phone. It's not my fault ACP ended. That shouldn't disqualify me from the promised 5 years of service! This HAS to be illegal!Business Response
Date: 07/02/2024
*** ***************************** *** ********* ********* **** ** ********** **** *******
To Whom it May ************** write in response to ******************** complaint, dated June 21, 2024. After conducting a thorough investigation into ******************' case, we appreciate the opportunity to provide you with the following information.
Upon review of his enrollment record, ***************** signed up to be a Maxsip customer on November 16, 2023. Given the *** program wind down, we checked if ****************** could be enrolled in the Lifeline program, but unfortunately he resides in a state where Lifeline is not currently offered. Our customer service team offered ****************** our low-cost retail plans and signed him up. We also gave ****************** 15GB of courtesy data.
We are delighted to have ****************** as a valued Maxsip customer. We hope that ****************** concerns have been successfully addressed and that he is satisfied with the resolution of this complaint. We appreciate the opportunity to assist ****************** to reach a resolution.
Should ****************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ** ****Customer Answer
Date: 07/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:No, Maxsip has not offered any type of compensation. They did reach out to me, stating they would see if they could at least reimburse me the $40 for my phone, but they did not. No other other type of compensation was offered. So yeah, I'm very disappointed.
Initial Complaint
Date:05/01/2024
Type:Customer Service IssuesStatus: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.
After several months of horribile customer service and repeated service interruptions on a monthly basis with Maxsip Telecom, I finally decided to go with another company however Maxsip no refuses to release my phone number *************) that I have had over five years and am allowed to take with me. I have spoken to SEVERAL representatives at Maxsip telecom and the have no interest or knowledge of letting me take my number to another company, They keep giving me the run around in hopes of me wanting to return to their company which I dont want to. I asked to speajk to a supervisor and as usual, the representatives refuse my request and/or simply hang up on me. Another reason I dont want to deal with Maxsip telecomBusiness Response
Date: 05/09/2024
*** ***************************** ********* ********* **** ** ********** *** ******
To Whom it May ************** write in response to *** ********* complaint, dated May 1, 2024. After conducting a thorough investigation into *** ********* case, we appreciate the opportunity to provide you with the following information.
In the course of our discussion, ******************** brought up that he was having difficulty porting his number to his carrier. In response to his complaint and our conversation, we assured ******************** that we would assist him. Our customer service team assisted in helping ******************** with the process. We followed up with ******************* on May 7, 2024 and the porting process was successful as of 3 PM on that day. He reported that his issue regarding porting his number has been solved. We followed up with ******************** on May 9, 2024 and left him two voicemail messages.
We are thrilled that *** ********* concerns have been successfully addressed and that he is satisfied with the resolution of his complaint. We appreciate the opportunity to assist ******************** to reach a resolution.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****Customer Answer
Date: 05/10/2024
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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.
December 29, 2023 I paid to have my phone replaced. I paid $60.00 with my debit card. I am constantly being told that my phone is on the way, or it has been shipped. I have yet to receive my phone or my money back.Business Response
Date: 05/14/2024
Re: *****************************
BBB Complaint #********
Date of Complaint: April 29,2024
To Whom it May ************** write in response to *** ******** complaint, dated April 29, 2024. After conducting a thorough investigation into ********************** case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ****************** and reached him on May 2, 2024. In the course of our discussion, ****************** said he purchased a phone and never received it. In response to his complaint and our conversation, we arranged to send a new device to ****************** at his residential address *********************************************. A device was sent via ***** Tracking #******************************.
We appreciate the opportunity to assist ****************** to reach a resolution and apologize for any inconvenience he experienced. We are delighted to have ****************** as a valued Maxsip customer.
As per ******************** policies,all prospective customers are provided with comprehensive information about Maxsip and the nature of the Affordable Connectivity Program (ACP) including the fact that individuals can only receive one ACP benefit per household. Each customer is also required to give informed consent to enroll in Maxsips ACP Program. Additionally, street agents undergo substantive training and onboarding procedures, which includes training to detect suspicious or fraudulent enrollments. Our company is well-equipped to meet our high standards of compliance and customer service.
Should ****************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****Initial Complaint
Date:04/29/2024
Type:Service or Repair IssuesStatus: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.
Since I got the phone, I've paid $20 to a rep for the phone, then it wasn't under my name/info, so it got turned off after two weeks. I had to have maxsip mail my sim card. Service has always stopped or ran out in the middle of the month. I've paid Xfinity at least $100 so far so I can use wifi, because I can't make calls on this phone. I was never told that data runs out, and you can't use it, when I purchased the phone. I'm disabled and this is has been more than a headache. I have an online store I can't access sometimes, and if I have an emergency I can only call 911. Maxsip has always been inconsistent and unreliable. Not what they advertise.Business Response
Date: 05/02/2024
Re: **************************************
BBB Complaint #********
Date of Complaint: April 29,2024
To Whom it May ************** write in response to ************************ complaint, dated April 29,2024. After conducting a thorough investigation into ************************ case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ***************************** and reached her on May 2, 2024. In the course of our discussion, ***************************** said she has run out of data and asked if we could give her additional data. As a courtesy, we added a top up to *********************** account on May 2, 2024.
We are thrilled that ************************ concerns have been successfully addressed and that he is satisfied with the resolution of this complaint. We appreciate the opportunity to assist ***************************** to reach a resolution. We are delighted to have ***************************** as a valued Maxsip customer.
Should ***************************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
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