Complaints

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:12/18/2023

  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 got this phone back in November through a kiosk providing free government phones with data service. I paid $20 for this phone and it never had internet access and today the phone service just stopped working. I tried calling the company and get disconnected. I went back to the kiosk and they claim they fixed the issue biy it still doesn't work.These guys have people in kiosks across the city taking people's money and giving them phones that do not work after a few weeks. Its fraudulent and I want my money back or the proper services provided

  Business Response

  Date: 12/19/2023

  To Whom it May ************** write in response to **************** complaint, dated December 18, 2023. 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 December 19, 2023. **************** stated that her device stopped working.  We explained that each household can only have one ACP benefit and **************** said she intends to have her ACP service with a different provider. We are in the process of issuing a $20 refund to be sent to **************** via ***** at ************, to reimburse her for purchasing the device. We let her know she can hold onto the device.
  We are pleased to inform you that **************** concerns have been successfully addressed,and she has expressed his satisfaction with the resolution of her complaint. As a result, we are closing this matter. We appreciate the opportunity to work with **************** to reach a resolution and are glad to have resolved the issue to her satisfaction.
  As per Maxsip policies, all prospective customers are provided with comprehensive information about the nature of the Affordable Connectivity Program (ACP) and about Maxsip. Each customer must also 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 and we are further investigating the situation to prevent similar occurrences.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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 switched my phone service to maxsip telecom but the refuse to port my number to this company I have called ten times but they keep giving me the run around and now I am in danger of losing my number that I have had for four years. This horrible company is illegally holding my number which is against federal law. I spoke to ****** who claimed she is a supervisor but did not help

  Business Response

  Date: 11/30/2023

  To Whom it May ************** write in response to *** ********* complaint, dated November 27, 2023. 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 20, 2023. Following our receipt of the aforementioned complaint, we contacted ******************** and reached him on November 28, 2023.
  In the course of our discussion, ******************** brought up that he was having difficulty porting his number to Maxsip. In response to his complaint and our conversation, we assured ******************** that we would assist him. Our customer service team then assisted in helping ******************** with the process. We followed up with ******************** on November 30, 2023 and he said he was all set, that he has been smiling, that he is happy, that his issue regarding porting his number has been solved, and that he feels like Christmas came early this year. ******************* asked if we could give him additional data. We hope to extend ******************* additional data as a courtesy; however we need to wait for the request to finish processing by his former carrier, which could take between three and five business days. After that, we are happy to add a courtesy top up to *** ********* account.
  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. We are delighted to have ******************** as a valued Maxsip customer.
  Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
  Best, *****************

• Initial Complaint

  Date:10/30/2023

  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.

  Date of Transaction: 10/9/2023 Company; Maxsip Telecom Services: FCCs affordable Connectivity Program Promise:provide free internet plus get a android tablet for one time co payment of $20.00 Complaint: money taken from Checking account on 10/11/2023. When called could not find account and then on 10/20/2023 found account and was told had to see if any tablets were available to be sent out. Always asking for more information and then stated someone will look into and call back which never happens.How did I hear about company: Advertising in AARP magazine Urgent: access to senior account information and promising a tablet that is not available and getting household location and information.

  Business Response

  Date: 10/30/2023

  We write in response to ************** complaint, dated October 30, 2023. 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 October 9, 2023. Following our receipt of the aforementioned complaint, we contacted ************ and reached her on October 30, 2023.
  In the course of our discussion, ************ brought up her recent interaction with Maxsip customer service regarding her tablet. She had reached out to customer service since she had not received the tablet and had received an unsatisfactory response from customer service.
  In response to her complaint and our conversation, we arranged to expedite a new tablet to ************. A shipping label was created today, October 30, 2023, and the device will be sent via ***** this week to ************** residential address, Tracking ID:  ************. We reached out to relay this information and left ************ a voicemail letting her know a shipping label was created for her tablet.
  We hope that **************** concerns have been successfully addressed and that she is satisfied with the resolution of his 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, ****** ****

• Initial Complaint

  Date:10/30/2023

  Type:Order 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 a phone through the *** and want this released in order to use with someone else. My cell phone has been here and Ive tried directions from **************** to no avail. Please dont deal with this company.

  Business Response

  Date: 11/07/2023

  To Whom it May ********************* write in response to *** ********** co

  mplaint, dated October 30, 2023. After conducting a thorough investigation into ************************** case, we appreciate the opportunity to provide you with the following information.
  Upon review of his enrollment records,********************** signed up to be a Maxsip customer on September 23, 2023. Following our receipt of the aforementioned complaint, we attempted to contact ********************* several times for further clarification about the nature of his complaint,however we were not able to reach him. Specifically, Maxsip has tried contacting ********************** by phone, as outlined below:
  

  Called ********************** on October 30, 2023 at 11:13 AM Left Voicemail message
  Called ********************** on October 31, 2023 at 3:38 PM Left Voicemail message
  Called ********************** on November 2, 2023 at 4:40 PM Left Voicemail message
  Called ********************** on November 7, 2023 at 11:58 AM Recording states that the subscriber is not in service
  

  Per his complaint with the BBB, ********************** mentioned that he has a phone through the *** and wants his service released with Maxsip to sign up with a different provider.

  Further, per his complaint, he stated that he tried directions from customer service to no avail. According to our records, ********************** contacted Maxsip customer service and closed his account on November 5, 2023.
  

  We hope that ************************** concerns have been successfully addressed. We welcome the opportunity to discuss the matter further but have been unable to reach ************. We hope that he will be satisfied with the resolution of his complaint.

  Should ********************** need additional assistance , we can be reached at ************ or *********************************** or ****************************************.

• Initial Complaint

  Date:10/27/2023

  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 got a tablet for a daughter in late February early March, and the screen just stopped working. I was curious if theres anything anyone can do or help with. I wouldnt say this is a complaint as much as I need direction on what to do to get it fixed or possibly a new one.

  Business Response

  Date: 11/09/2023

  Date of Complaint: October 27,2023
  To Whom it May ************** write in response to *** ****** complaint, dated October 27, 2023. After conducting a thorough investigation into ****************** case, we appreciate the opportunity to provide you with the following information.
  Upon review of her enrollment records,************** signed up to be a Maxsip customer on November 9, 2023. Following our receipt of the aforementioned complaint, we attempted to contact ************* several times for further clarification about the nature of her complaint,however we were not able to reach her. Specifically, Maxsip has tried contacting ************** by phone, as outlined below:
  Called ************** on October 27, 2023 at 1:31 PM Left Voicemail message
  Called ************** on October 30, 2023 at 3:28 PM Left Voicemail message
  Called ************** on October 31, 2023 at 3:40 PM Left Voicemail message
  Called ************** on November 2, 2023 at 4:41 PM Left Voicemail message
  Called ************** on November 7, 2023 at 11:55 AM Left Voicemail message
  Per her complaint with the BBB, ************** mentioned that she got a tablet for her daughter in late February/early March, and the screen stopped working.She was looking for help; I wouldnt say this is a complaint as much as I need direction on what to do to get it fixed or possibly a new one. According to our records, ************** contacted Maxsip customer service and closed her account on November 9, 2023.
  We hope that ****************** concerns have been successfully addressed. We welcome the opportunity to discuss the matter further but have been unable to reach **************. We hope that she will be satisfied with the resolution of her complaint.
  Should ************** need additional assistance, we can be reached at ************ or *********************************** or *****************************************

• Initial Complaint

  Date:10/27/2023

  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 purchased a tablet and was told that I'd receive 15GB of data every month. It's been 3 months and I still don't have data. I've called several times and they assure me each time that I will have data within 48 hours, which has not happened.

  Customer Answer

  Date: 10/30/2023

  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:10/18/2023

  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.

  What the business offered to me for free they are saying now they have to charge me a $60.00 fee for a replacement when I was told they could replace the tablet screen at no cost to me. I was never told by the last person I had spoken with that they would charge me a $60.00 fee, also I was told they would ship me a return label and package to send Maxsip the tablet to replace the screen, that was 2 months ago I was was supposed to receive the return label but I did not receive anything from Maxsip wireless. I called this afternoon and spoke to a sales rep about the issue and that is when he said that there would be a replacement fee of $60.00 and that they can not only replace the screen they have to send me the whole tablet and that is why they are charging me the $60.00 fee. I refused to pay for what I was told would be free. I signed up for that tablet last year when they offered to sign me up with the *** and I paid $20.00 for the SKY ****** through MAXSIP's program.

  Business Response

  Date: 10/23/2023

  Re: *********************
  BBB Complaint #********
  Date of Complaint: October 18,2023
  To Whom it May ************** write in response to *** ******* complaint, dated October 18, 2023, After conducting a thorough investigation into ******************** case, we appreciate the opportunity to provide you with the following information.
  Upon review of his enrollment records,**************** signed up to be a Maxsip customer on June 21, ****. Following our receipt of the aforementioned complaint, we attempted to contact **************** several times for further clarification about the nature of his complaint, however we were not able to reach him. Specifically, Maxsip has tried contacting **************** by phone and email,as outlined below:
  Called **************** on October 18, 2023 at 2:13 PM Left Voicemail message
  Called **************** on October 19, 2023 at 2:56 PM Left Voicemail message
  Called **************** on October 19, 2023 at 4:31 PM Left Voicemail message
  Emailed **************** on October 19, 2023 at 4:36 PM (at **********************)
  Called **************** on October 20, 2023 at 2:48 PM Left Voicemail message
  Called **************** on October 23, 2023 at 12:40 PM Left Voicemail message
  Per his complaint with the BBB, **************** mentioned that he contacted Maxsip regarding a tablet screen that needed to be replaced and was told he would be charged $60. Further, per his complaint, he was to sent back his device with a pre-paid label and that he did not receive that label.
  In response, we have arranged to expedite a new tablet to ****************. The device was sent via **** on October 20,2023 to *** ******* residential address, Tracking ID:  **********************. The tablet is expected to arrive today, October 23, 2023.
  We hope that ******************** concerns have been successfully addressed. We welcome the opportunity to discuss the matter further but have been unable to reach ****************. We hope that he will be satisfied with the resolution of his 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, ****** ****

• Initial Complaint

  Date:09/13/2023

  Type:Billing 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.

  In May 2023 the company MaxSip distributed flyers offering a free tablet with +15 GB monthly internet (for those eligible) at ************** in *********, **. I applied for one and after bad service by another rep, a lead representative ************************* took over the application and we provided all documentation, including Soc. Security no., and were told we could both get free phones instead (not true, only one device allowed per household). We already were receiving a $30 per month credit toward our cable plan thru Affordable Connectivity Plan (ACP), and unbeknownst to us, the credit was taken away starting more than 2 mos. ago. For the past 2 months, we have not received any device, and now for some 3 weeks we can't reach the MaxSip representative at all by any means. Upon finally calling MaxSip directly, they say they have NO RECORD of any account for us. Meantime, we are out at least $60 of monthly credit and have to reapply to ACP, since our ability to have automatic recertification was also removed. After calling ACP directly, they advised that often the devices supplied receive no support if they break (and that they are cheap and do break) and that they cannot be replaced. MaxSip is on the list of approved ACP companies, but something shady happened here and I would avoid them. (Copy of the flyer available, if needed.)

  Business Response

  Date: 09/21/2023

  Good afternoon,
  Thank you for taking the time out to speak with me. I hope you are satisfied with your resolution. Feel free to contact me directly with any questions or concerns.
  -Maxsip Telecom

• Initial Complaint

  Date:08/30/2023

  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 got a phone from Maxsip Telecom's Field Representatives in front of a plaza. Later I called the company to ask questions about a different issue. And found out that the phone is under someone else's name and benefits. I was scammed out of my money. I usually look at reviews for companies before moving forward. However. I see cell phone street vendors often who tend to be legit. This company is not. After seeing the reviews. They are known nationwide for scamming people. I am sending this report to have this place shut down. This has happened to enough people and they should not be in business for scamming.

  Business Response

  Date: 08/31/2023

  Good afternoon,
  Thank you for taking the time out to speak with me. I hope you are satisfied with your resolution. Feel free to contact me directly with any questions or concerns.
  -Maxsip Telecom

• Initial Complaint

  Date:08/11/2023

  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 have called about 5 days ago because I got a free tablet and the screen broke on it. I called up to see what they can do about a cracked screen. They told me they can fix the screen for $25. Iwill get a prepaid return label to return the tablet. I said that's fine. They told me another department going to call me to get my payment information. I showed proof of it. I called on Thursday aug 10 to check to see when they going to call me about getting my payment for my crack screen and they going to replace it for $25. The representative told me on aug 9 they pause replacing the screen for $25. I called in about 4 days before that and the representative told me they can do it for $25. They have to honor what the first representative told me which is fix screen for $25. That's what I want happen to my tablet. I even included a email telling they have screen replacement for $25. Thanks ***

  Business Response

  Date: 08/16/2023

  Good morning,
  Thank you for taking the time out to speak with me today, I am happy your concern was resolved. Please feel free to reach out anytime if I can assist you further.
  -Maxsip Telecom

  Customer Answer

  Date: 08/17/2023

  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,
  
  *********************