ComplaintsforTwigby

• Initial Complaint

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Feb. 11, 22 I signed up for Twigby's cellular service to take advantage of an offer of 50% off their regular monthly price for 6 months. I had to pay for the first month up front then was supposed to get the 6 months at ½ price. I also took advantage of another promo they were offering to get $10 off that first month. I still had service with another provider so I did not actually activate the service with Twigby until Feb. 27. Since I paid full price (minus a $10 off bonus I received as part of the other promotion they offered), for the first month, the 6 months of ½ price service should have extended from March 27-Sept. 26 and I should not have been charged full price until September 27. However Twigby charged me full price on July 27. When I contacted their customer service team they claimed that my 6 months was up. They also claimed that I had received a $7 credit to make the first bill ½ price, however I could not find the $7 credit on my invoice. Even had they given me the $7 credit it still would not make the service ½ price because the $10 credit was part of a separate promotion and was applied when I signed up for the service. They also charged me $2.50 in June for additional data that I did not order or want. They did claim to credit that back (and the credit does appear on the invoice), yet the amount of the bill for that month did not reflect the credit. I paid 18.14 that month and the bill was $15.64. And there was no reduction in the amount owed or charged even though they said a credit was issued. Overall I think this company is a ripoff and I think they do funny math. Their offer of ½ price for 6 months is false advertising when they only gave me 4 months at ½ price. Even if they had given me a credit to make the first month ½ price, I still would have had one month coming. I would like a refund of ½ the amount I was charged erroneously on July 27 (I was charged $31.72 so they owe me $15.86 back), as well as the other $2.50 they owed me.

  

  Business response

  10/19/2022

  Business Response /* (1000, 10, 2022/10/13) */ Twigby is sorry to hear that the 50% off promotion on the customer's account ended before the 6-month time frame. Twigby has refunded $15.70 to this customer's credit card for their billing charge that occurred on 7/27/22, that should have been charged at a 50% discounted rate. We also see that the $2.50 that the customer is referencing was already refunded to their Twigby account on 6/20/22 and was used toward their 6/27/22 billing charge. Twigby hopes that ****** will reach out to us at [email protected] if they have any further questions or concerns.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for cellular service with Twigby beginning August 1, 2022. I had no service in my home and had to rely on Wi-Fi. Twigy has a 30-day Satisfaction Guarantee therefore I am requesting a refund of $17.54 no service or satisfaction. I chatted with Twigby's customer service and told them about this and they did not offer a refund. The link below will take you to the satisfaction guarantee. I changed to a new cellular provider on August 18, 2022. https://twigby.zendesk.com/hc/en-us/articles/115011651007-30-day-Satisfaction-Guarantee

  

  Business response

  10/17/2022

  Business Response /* (1000, 10, 2022/09/02) */ If a Twigby customer, for any reason is not completely satisfied within 30 days after activating service, Twigby will refund the cost of your phone (if one was purchased directly from Twigby), your plan and any taxes/fees (excludes the cost of shipping if applicable). When service is cancelled in the first 30 days, the customer must notify us know they intend to return their phone and/or SIM purchased from us under our 30 Day Satisfaction Guarantee. Once this happens they will need to complete a short return form, and receive an RA# (return authorization number) from Twigby via email. Then they ship the phone and/or SIM back to Twigby and the refund will be issued to the payment method on file once the phone and/or SIM card purchased in conjunction with service is returned. To date, ****** has not reached out to us via our LiveChat service or our support email to let us know that he wants to return his SIM for a refund of his service plan under our 30 Day guarantee. The only communication we have had with ****** was when he originally activated his account, and once more when he requested the information needed to port his number out (chat transcripts attached). Twigby would be happy to assist ****** with returning his SIM card, and getting a service refund. Twigby hopes that ****** will chat with us at his earliest convenience, and request a refund under our 30 Day Satisfaction guarantee so we can assist him with the return process. Consumer Response /* (3000, 12, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Twigby offers a 30-day satisfaction guarantee. I tried their service for 17 days and I was not satisfied.8/1/2022 to 8/18/2022 new cell company. Twigby needs to refund me $17.54 on card ending **** to settle this case. Business Response /* (4000, 16, 2022/10/13) */ Twigby still has not heard anything from this customer since his original chats with us. However, Twigby is willing to make an exception for ******, and not require that the SIM card be returned to us. All we need is for him to fill out the short return form at this link twigby.net/simreturn to acknowledge our refund policy. Once that is completed, we will process a refund of $17.54 to his payment method on file within 5-7 business days. Consumer Response /* (2000, 18, 2022/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just filed out the return form. Thank you.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a longtime customer of twigby but recently tried to switch providers and unlock my phone. My phone is locked by twigby and I cannot switch providers. I have no phone service right now. I need a phone. I want twigby to provide me with the Network Unlock Code for my ** ***** 4 Plus.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/17) */ We are sorry to hear that ******* has had difficulty switching carriers. *******'s ** ***** 4 Plus cannot be unlocked since it is not longer active on ******. A phone has to be active on the ****** network a minimum of 60 days to be unlocked. Since this phone is no longer active it would have to be reactivated for 60 days to send a request. However, even if the phone was unlocked it would not work on any other carriers because the software in this phone is proprietary to ******.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 30, 2020 we purchased a phone from Twigby for $114.00 + tax. It took a bit to get settings straight but then had good service. June 28, 2021 we started getting email saying they were switching to new network saying "when you switch your Twigby service to nations most reliable network rest assured that you'll have the nations best coverage at best price" We got frequent e-mails and messages saying we needed to switch. On XX-XX-XXXX we purchased a new phone for this purpose for $99.00 + tax. We've been using the new phone having more trouble with it than we realized since you don't usually know when people are trying to call and text and not getting through. Called for support and was told to power it off and on and then it seemed better. Realized recently that it is sketchy. I was told today that the new network doesn't work in some rural areas very well and I will have to swtich to another carrier but was given no compensation of any type. It seems very fair to me to get at least the $99.00 + tax back and the cost of the service which I received at times but didn't not at other times causing other problems with lack of communication when needed.

  

  Business response

  03/16/2022

  Business Response /* (1000, 12, 2022/03/16) */ Twigby is happy to hear that ****** phone started working after the troubleshooting attempts were made. Twigby hopes this customer will feel free to reach out to us via chat or at [email protected] if they have further questions or need assistance in the future.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi! For a week I have been trying to terminate a cell phone account for my mother who is quite ill and needs my help. Her name is ***** ********. Address **** ******** Dr, Oxford Ohio XXXXX. Her account number with Twigby is XXXXX. Pin ****. Phone number XXX-XXX-XXXX. Twigby does not have a working phone number so all I can do is email and chat. During one chat they confirmed her account has been closed then 5 days later they told via email, in response to my written confirmation of the chat session, that they could not close the account because of an open port request. *******, the company requesting the port, has confirmed withe that there is no open port request. I also demanded they stop autopay and they refused. We want the account closed and have requested it via the only two possible ways to communicate with them. Like I said in one chat they confirmed it was closed and then said it couldn't be closed 5 days later.

  

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/12) */ Twigby has been working with this customer via email to get this issue resolved. There was some confusion regarding two different accounts that this customer was checking on. One account was previously deactivated, and the other needs to be verified before we can deactivate that account. Once Twigby hears back from the customer again with the correct account verification for the active account we can cancel the service. We look forward to hearing from her again soon.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new phone through Twigby for the new network change over. Certain functions on the phone do not work. I requested a new phone or a full refund for the phone I purchased. All I got was lip service. My service is cancelled and I want a full refund for the phone I purchased.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2021/10/26) */ Under Twigby's 30 Day Satisfaction Guarantee, Twigby offers a full refund (excluding shipping fees) when a cancellation is processed within the first 30 days of activation. The customer chatted with Twigby, and they requested to return the phone for a refund on 10/18/21. We started the return, and asked the customer to fill out the return form. Twigby explained that once that was completed he would be emailed a return authorization number (RA#) so he could return the phone for a refund. To date, the customer has not filled out the return form provided in chat to receive their RA#. Once the form is completed the customer will receive their RA# number, and can return the phone to Twigby for a refund. Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, the customer rep did not offer a refund for return of the phone. The customer rep was rude and non-responsive to my request to return the phone for a refund. The customer rep immediately canceled my service and deleted my account without notice. No refund for the balance of airtime I was due. No refund or return instructions for the phone I purchased. Twigby is lying. If a return and refund was authorized for the phone I purchased and a refund for the balance of the service I paid for in advance was authorized, then I would not have filed a complaint with the BBB. I want to return phone for a refund and reimbursement for the balance of the service I was not allowed to use before immediate cancellation. Business Response /* (4000, 9, 2021/11/03) */ Twigby has attached a copy of the chat transcript where the customer initiated a chat with us on 10/18/2021 at 7:36 am CST, and requested to cancel their account. The customer authorized the cancellation of their account/service, and requested a refund for the phone. Twigby provided instructions and the link to fill out our return form. Twigby then explained that once this was completed we would email them an RA# (return authorization number), and they could return the phone for a refund. Twigby is waiting for the customer to complete the return form. Once this form is completed by the customer, Twigby will be happy to send them an RA# so they can return their phone. Consumer Response /* (3000, 16, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "LiveChat conversation transcript" is not accurate. It has been altered and does not reflect the actual "LiveChat." I just sent in the return for full credit request for the phone I purchased. I also want full credit for the service time remaining on my month that I was not allowed to use. Again, the customer rep has lied about the "LiveChat" or Twigby management altered the "LiveChat" to protect negative image of the company. Until I receive a full refund for the phone I purchased and credit for the unused service time I was due when the customer rep cut me off, this matter is not settled and is open. Business Response /* (4000, 22, 2022/03/16) */ ******* completed Twigby's return form on 11/8/2021, and an RA# was emailed to him the next business day on 11/9/2021. *******'s phone return was received by Twigby on 11/15/2021, and a full refund of $80.12 was processed to his card on file on 11/23/2021.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twigby has now refused three times to port my number to a new carrier. While the first time was legitimately a name mismatch, the second and third times have been deliberate lies by Twigby employees, sometimes lying so much that their stories change from chat message to chat message in the same conversation (chat is the sole way of contacting Twigby.) The first lie was that my address on file was an address three years old. This was not true, the address showing on my Twigby account was my current address. The agent and I fought about removing this address, as I had no way to remove it and the agent insisted I had to remove it. Then the agent told me that catually my address was correct, but suddenly the city was wrong. The next lie, an agent gave me a clearly fake address- 123 Main st - and tried to tell me that was the address I had given my new carrier. I spoke with THREE separate agents at Mint, my new carrier, all of whom assure me my correct address was sent to Twigby.

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/03) */ Once the information submitted in this customer's port out request is correct, Twigby can approve the port out of their number to their new carrier. Twigby cannot approve any port-out request that is submitted with incorrect information. If the customer is interested in transitioning their phone number to the new Twigby network we would be happy to assist with that as well. They will need to cancel the pending port out, that is rejected due to incorrect information, and we can transition their line to our new network.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have received cellphone service from Twigby for quite awhile without a problem. A few days ago, I started getting a message that says No Service Available when I am at home. I contacted Twigby about not having service and they are saying it's probably because they are changing carriers. In mean time, I can't use my phone and they aren't even saying if or when this will be fixed. I think it is very unfair of them to leave their customers hanging without service whether they are changing carriers or not and they should be doing more to fix the problem. Maybe that means sending a different phone or something. All I know is I need my phone to work and I have people who depend on me and I have haven't had service for days now. This is a nightmare. All Twigby's technical support does is blame this change they are making. That's not helpful.

  

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/19) */ During Twigby's last communication with this customer we offered to have a supervisor research his area for an outage, but a supervisor was not available. Twigby asked the customer if they would chat back with us when a supervisor was available, and the customer agreed and rated the chat as good. The customer to date has not reached out to us again since this first conversation, and we were unaware that the issue was still ongoing. Twigby would be more than happy to help the customer with the service issue they are experiencing. Twigby hopes that the customer will feel free to reach out to us at their earliest convenience so we can assist them. Our Customer service hours for live chat are Monday-Friday 7am-9pm (CST) and from 10am-6pm (CST) Saturday-Sunday. Simply go to www.twigby.com and click on any page to bring up the "chat with us" option in the lower right hand side of your screen to begin your chat session with us. You can also reach out to us at **************@twigby.com. Consumer Response /* (2000, 7, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) As they indirectly stated. I was blown off. My phone wasn't working and I was communicating through messaging on my computer on their website. My phone is my link to emergency services and family and friends who don't have Internet. You know, elderly people. They told me to call back some other time. Interestingly, my phone started working the day after I submitted my complaint and I heard not a word from them. It just started working when I entered another cell tower area and it had multiple bars when I got home. So, there's no point in continuing the investigation. What they did was negligent and it's only about the money to them. There's nothing but this record to warn others.

• Initial Complaint

  04/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The billing cycle for my account was from 26th to 25th of every month. I raised a porting request on 4/25 but was told that the porting cannot be completed as the porting department is closed on weekends. The port out was completed on 4/26 but my card was also charged for next month service which I would not be availing. I contacted the customer service but got a rude respond that they cannot refund because of their policy. Though the charged amount is low, I would like potential customers to know about this and think this is not fair policy. Also, my request to remove my credit card information from the account was denied.

  

  Business response

  04/29/2021

  Business Response /* (1000, 5, 2021/04/27) */ Twigby has refunded this customer $5.52 for their last bill per their request. The customer's number transfer completed 4/26/2021, and they emailed Twigby Support the same day about getting a refund. We responded to the customer's email requesting 24hrs to review their account and recent charges. Twigby decided to make an exception for this customer because their number transferred out a few hours after monthly billing for the next 30 days occurred. Twigby has emailed the customer letting them know that the refund of $5.52 has been processed, and asked that they allow 5-7 business days for the refund to show up on their credit card. We hope that if the customer has any further questions they will feel free to contact us directly at **************@twigby.com Consumer Response /* (2000, 7, 2021/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Agreed to refund the charge.

*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. ↩