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:05/28/2025

  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.

  The user is in a nursing home. I cancelled the Raz mobility account but didn't know it was not connected with Affinity. I cancelled Affinity on May 26. Service is thru the 23rd so they are going to charge me another monthly charge next month. This is a scam

  Business Response

  Date: 05/29/2025

   

  We understand your concern regarding your RAZ account and the cancelling of that account. Through RAZ, the billing cycle starts on the 23rd of every month. If you decide to cancel services after that day has passed, you will be charged for the full month. we offer to future date the disconnection of services as you will end up paying for the month, but some customer's don't opt for this. The reason for this is that RAZ does not charge a month in advance and does not prorate the billing. This means that if you don't cancel services before a new cycle starts, you will end up being charged for another month. When customer's sign up for services to use a RAZ device with ********************** they are given 3 months free. 

  Thank you

• Initial Complaint

  Date:02/26/2025

  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 called on December 22nd to cancel cellular phone from my mom. Because she had gotten really sick and was in the hospital and rehab. I was told they would put a stop to it if I needed to use it app to that point long story short, I just got a bell and on January 23rd a month and a day after. I canceled another charge, went through. I just called and I was told that they should have told me or explained the bill to me and they apologize if they didn't explain it or explain it correctly but I was going to be charged again because that was the day the bill dropped, meaning they were in the process of starting a new month. Hence me being charged again and they told me there was nothing they could do. We haven't used the phone in months, months and months. It was called more than a month. Prior to the following bill, and yet they still charge me. I am seeking a refund. I am seeking help. I am seeping seeking something. It turns out that my mother passed away. Even prior to this bill being processed, so you can imagine my surprise, as well as all the feelings that come along with it to see this charge on my bill dated after she passed and after the cycle had ended the previous month

  Business Response

  Date: 03/10/2025

  We reviewed the account and saw that there was a billing error, Ms ******* should not have been charged for the January invoice. We have issued a credit back to to her credit card on file. 

• Initial Complaint

  Date:05/08/2024

  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.

  I purchased a plan and phone from Affinity.The phone was sent, However there is no service coverage in ******* area.I was informed to return the phone and I would be reinbursed.I returned the phone in the original package.I did not her back From Affinity so I called two days ago.I was told the package arrived damaged and no charger in box.When I mailed the package it was in good shape with charger include.Mialing Label attached , I took it to the counter at the Del *************** on ****** Ave.The agent said it was fine and gave me a Returned receipt.Which I have.I have several times and explain my situation.The Affinity representative refuse to return my payment which they have retained for over a month.The payment was for over $35.00.I am requesting my payment returned immediately Thank You.When I mailed the package

  Business Response

  Date: 05/20/2024

  On April 22nd, Affinity Cellular received the returned device from ****************, and the *** team processed the package. Despite arriving sealed with no signs of tampering, the investigation revealed that the phone box was damaged, and the charger was missing.

  
  A credit of $22.45 for the returned device was promptly placed on Mr. ******* account, scheduled to be credited back to his card on the next bill cycle date. It's worth noting that Affinity Cellular typically does not contact customers upon receiving returns unless the phone is locked.

  
  During ******************** conversation with a supervisor, they provided an explanation of the situation and successfully credited the $22.45 amount to his card. However, upon ******************** request to speak with a higher-level supervisor, three attempts to contact him were unsuccessful.

  
  While investigating the account further, both supervisors discovered a second account under Mr. ******* name, which had a balance of $109.66.

• Initial Complaint

  Date:04/16/2024

  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.

  I bought a phone, but it is messed up and not working right. I called about it, but they said that because it&#**;s been over 30 megabytes and something about the contract, they won&#**;t replace it.

  Business Response

  Date: 04/23/2024

  *************** called our customer service department stating that she wanted to exchange the device. When our agent asked how the phone was messing up. *************** responded that numbers were skipping and wanted to talk to someone else. *************** said that she will call back later.

  
  **************** called back on Monday and spoke with a different agent,but this time just kept stating that she did not like the phone. Our agent proceeded to advise that she was over on usage for the warranty and that we were unable to exchange the phone.

  
  We have made attempts to contact *************** to see if our agents could find out what was going on, the phone and assist her in troubleshooting,to see what the problem is. However, we have not had success in contacting *************** with any of the contact numbers we have for her.

  
  Affinity Cellular is willing to work with **************** to come up with a resolution both parties would be happy with. She can call Affinity Cellular from another phone number and ask for a supervisor to assist her. 

• Initial Complaint

  Date:03/18/2024

  Type:Product 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 ordered three cell phones. First one was a Red Hydrogen. The box it came in had a date of 2021 on it. The other two have a date of 2023 on them. The one with the date of 2021 will no longer charge. It is about two months old. I tried the chargers from the other two phones and the cables but it still will not charge. I am told I will have to buy another phone as there is only a 30 day warrranty.

  Business Response

  Date: 04/08/2024

  *********** started services with Affinity Cellular on December 14,2024. They have called since they started services about porting phone numbers,setting up voice mail and recording audio. Nothing has physically wrong with any of the devices until the Affinity Cellular warranty expired. The warranty in includes 30 days, 30 minutes, 30 text messages and 30 MB of data usage. If one or more of these are exceeded the phone is no longer covered by warranty. This policy can be found on our website under Terms and conditions on the Help tab.

  
  On March 3rd The customer sent an email stating that the phone was having trouble making calls and not charging. The Affinity Cellular Agent deprovisioned the phone line in our network and suggested that the customer try a different or new charger. The customer replied back on March 5th stating that the phone was placed on the charger over night and in the morning,it read 100% and that it now seems to be working. 

  Customer Answer

  Date: 04/08/2024

  I have reviewed the business response and accept this resolution. I believed the phone had a defective battery after trying three chargers and three charging cables. I left the one charger from one of the other two phones on overnight and saw that it was 100% charged since overnight charging. I was unable to get the phone to operate up until the time I let it charge overnight. So the problem seems to be solved. 30 days is not a very long warranty in any case. But I am satisfied with the service from affinity cellular and with the persons (K(C)rystal and Xenia (sp). Both of these Affinity Cellular employees have been very helpful to me in getting the phones to work.

• Initial Complaint

  Date:12/28/2023

  Type:Product 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've already returned my phone back to the company in the same packaging unopened. They have now charged me $1.34 for no reason.

  Customer Answer

  Date: 12/28/2023

  Acct # ********

  Order# **********

  Order date: 11/27/2023

   

  USPS tracking# **********************

  Customer Answer

  Date: 12/28/2023

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

  
  

  Good morning, Thank you for contacting Affinity Cellular. The $**** has been voided (approval code ******) and the $***** has been credited back to your card (approval code ******) Please allow ***** business hours for this to reflect back to your account.

  
  

  Thank you,

  *****

  On Thu, Dec 28 2023 at 3:17 PM Affinity Cellular Support Channel <*********************************> wrote:

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

  
  

  Good morning, the **** has been voided (approval code ******) and the ***** has been credited back to your card (approval code ******) Please allow ***** business hours for this to reflect back to your account.

  
  

  On Thu, Dec 28 2023 at 6:10 AM ***************************** wrote:

  Affinity Cellular 

   

  Business Response

  Date: 12/28/2023

  Account has been reviewed and the Phones were received back in good condition. Everything that the cx has paid in has been credited back to the customer. Customers card has been removed from our system. 

  Business Response

  Date: 12/29/2023

  Account has been reviewed and the Phones were received back in good condition. Everything that the cx has paid in has been credited back to the customer. Customers card has been removed from our system. 

  Customer Answer

  Date: 12/29/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 01/23/2024

  I cancelled this account last year over the phone. I already returned the unopened device. I'm not sure why I am getting a invoice and payment due notice.

  Business Response

  Date: 01/30/2024

  This account has been taken care and no more emails will be sent to the customer. 

  Customer Answer

  Date: 01/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/23/2023

  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.

  My phone won't hold a charge. I called to complain and ******* told me I can purchase a new phone. I said my phone is only two months old. He said that was my only option since it wasn't my charger. He said you only have 30 days to exchange it. I said it's only been 2 months that I have had it. This phone was over ****** and he said I had to purchase another one. What kind of a rip off operation is this. I am livid. I don't have ****** to buy another one. This phone should be guaranteed for more than 2 months, This is ridiculous.

  Business Response

  Date: 05/30/2023

  After reviewing the complaint, ************** was contacted by ** to help resolve the issue. Upon speaking with the customer, she informed us that she went out and purchased a new charger and the device is now charging just fine. We have resolved the customer's issue and request to have the complaint closed at this time.

  Thank you

• Initial Complaint

  Date:04/25/2023

  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.

  March 16 2023 Affinity Cellular told me I had a 30 day free trial with no fees to try out their hot spot service with Affinity's sim card with a different number so I could try it out without switching. I was told by Affinity that they are the only cellular service that has unlimited hot spot and does not throttle the hot spot to a slower speed. They told me my S21e was compatible with their service. Affinity told me If I did not like the service I could cancel it without charge. The hot spot did not work. I called their tech support twice then I called and emailed Affinity and cancelled after a week and half into the free month service. Everything Affinity told me was a lie. My phone was not compatible with Affinity Cellular. Affinity does not have unlimited hot spot, Affinity will throttle hot spot. Affinity did not have a free 30 day trial. All conversations were taped on both sides. Management called and apologized. I now have an invoice for $25.87 for April 2023. The lies Affinity perpetrated to hook wink me into their service is illegal. I was told initially there would be no charge to try it out. Management listened to the tapes and told me their would be no charges to me. Yet I have an invoice due immediately for services I did not use.

  Business Response

  Date: 04/26/2023

  After reviewing the calls and going over all information regarding the customer's issue, On April 8th we contacted the customer to apologize to the customer regarding the false information that was provided. We then provided all the correct information to the customer regarding what to expect and the warranty. It was also explained that the one month free is if they keep the service for one month. Everything that was stated to the customer they agreed and accepted it. This also includes that any charges that *** result would be accepted. The customer doesn't want to pay for services due to being given false information even after we have explained the sitaution. Our billing department has decided to go ahead and zero out  the balance due and remove the card on file and the customer's email to prevent any billing from coming to her. That amount is $23.14 which is the amount of the bill. ************ will no longer receive any billing from us going forward. 

  Thank you,

  ******

• Initial Complaint

  Date:04/17/2023

  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.

  UNUSABLE CELL PHONE.MY CURRENT CELL PHONE IS GIVING ME A MESSEGE THAT READS "MOBILE NETWORK NOT AVAILABLE" AND "OUT OF SERVICE AREA" I IE-I CANNOT PLACE CALLS.ACCORDINGLY,I AM CONSIDERING SWITCHING MY CELL SERVICE TO ANOTHER CARRIER - "CELLULAR ONE"

  Business Response

  Date: 04/20/2023

  After reviewing the customer's account with us, we have found no calls from this customer regarding any phone issues they may have been having at the time. Without the customer contacting us, we wouldn't know they are having issues at all. We would ask that ****************** please contact us at ************ so we can assist in troubleshooting his and help him get his service back up and going.

   

  Thank you,

  ******

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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 ZERO phone service. AffinityCellular sent a $14.99 I learned the price later) phone on 11/8/2022 with a charger that did NOT work at all. My mistake was giving them my credit card number to purchase this phone, (not knowing it was worth only $14.99) AffinityCellular then automatically began "auto billing" my credit card EVERY MONTH without my knowledge. I did NOT sign up for "auto pay". That is a long story short. AffinityCellulars "support" service is NO service. I tried both emailing and phone calling, neither got me any resolution to a phone that repeatedly says: "you are roaming" "purchase a pin number" and "mobile network unavailable". NOT ONCE at any time : Nov - Dec - Jan NOT ONCE has this phone called out. Affinity has Nov 25 thru Dec 24 as my "start" date to bill however, I have yet to make it work. I complained of not be able to CHARGE it in November, AffinityCellular said "wait, we will send another charger". So it was December when I received a replacement charger so I could FINALLY charge it up. What I did not know (and I asked via email) Did they have me on autopay? I did not know, I did NOT request to be on "auto pay". I asked: "IF", yes "IF" I was on auto pay. The reply from a ******* would only answer in reply saying "If" you are on auto pay. BUT she would not answer a simple "yes" or "no", IF I was on auto pay. I did NOT request being on autopay. I did not know IF I was on autopay until Affinity emailed giving me my USER and PASSWORD, then I could see what they did after getting into my "account". INSTEAD of a billing amount (sure it LOOKS like an invoice, but is NOT), (Affinity is a SCAM). This invoice "looking" document LOOKS like a invoice but INSTEAD of saying *** Billed it says: "amount paid", CLEVER. I did NOT , had NO IDEA it was on "auto pay" until I looked at the "acct" by using their "password" and "user". Then underneath all this FAKE looking invoice, it list HUNDREDS of dollars, at first I mistook this as a "sample" of the bill to "explain" the billing as they put it. When I had someone else look at it , she said that is what they are charging. The phone advertised and I will send it via *** MAIL to you too is $10 a month, then after three months $12.99, plus taxes. All I need is a phone that works, a phone to make call and maybe text, that is it, that is ALL I need. and SINCE it was ADVERTISED in AAA Magazine I thought it was a safe phone. NOT. THAT is where the scam comes in, when I complained to AAA. The first woman 100% stuck up for Affinity Cellular and did not LISTEN TO ME BUT HUNG UP, we got disconnected. I did not realize until later that OF COURSE they would not stick up for me. AAA credit card WANTS "auto pay", of course, they want someone to autopay them!!!! So complaining to AAA is of no use. (however, they DID say they would send another credit card with different numbers at my request) The phone AffinityCellular sent was perfectly INOPERABLE, the ONLY recorded message I could get was "mobile network unavailable" and "you are roaming" and "Purchase a PIN number" - Did not matter WHAT phone number I tried , got same message, did not matter WHERE I was : whether in *******, ********* or ******** ********* or ******************: same recorded message. I tried several locations because a "******" at Affinity's "support" service said move around in the house and and try calling out , well, 40 miles away the phone does not work either. He said move around in the house, no matter, phone gives same recorded message. At first a "***************************" at the "support" service SEEMED like she was ******* enough, then SHE dropped me like a hot potato, don't know why. I continued complaining thru January, even TODAY, the 16th of January I complained again. If the SUPPORT service can't get my phone working, that leaves me NOTHING. That is exactly what I have had for service is NOTHING, no phone service at all, the phone does not work, but their "support" service is NO SERVICE. ******, then on the 12th of January , then a ******** from AffinityCellular also on the 12th emailed and said try turning the phone OFF then ON. Well, November is when I got the phone, it is January, three months now I have been turning the phone OFF and ON, trying to call out, several different numbers, and only get "network unavailable" along with "purchase a PIN". Earlier I questioned the "purchase a PIN" because I literally asked and thought you needed to do that to call out. She said "no" just start dialing, the phone SHOULD be already "activated". Last email from ******* accused me of not trying to USE the phone. I made an ******* effort Today is the 16th and it was Nov 8 when it was originally shipped (without a working charger) I had to wait for the charger, because they did not want me to use ANY charger, it might "damage" the phone. When I purchased this phone, it was advertised in triple ************ as "free phone" "free activation" "free shipping", but then they grabbed $28.88 from my credit card, promising to "refund" later. That is not "free" , I questioned and Affinity's response was, "you will get a refund" . That sounds like a SCAM, but since it was ADVERTISED in AAA Magazine, still I gave them a chance. Hoping it was not a scam. Then on top of it I was SUPPOSE to get AAA dollars for buying it, I DID NOT. What I did not and still do not understand is WHY the Shipping Invoice #********** had a "shipping" date of 8/11/2022. I am wondering if it was shipped to yet another person before me on that date. They probably did the same thing and "auto" billed them too. I questioned AffinityCellular regarding this INCORRECT ship date of 8/11/2022. No answer. My credit card was dated 11/8/2022, so maybe the month and day were reversed, but they SHOULD have still answered that because at the time it WAS a legit question. I asked IF AffinityCellular put me on "auto" pay, it WAS a legit question. Yet got no answer. NO CLEAR answer. ******* when she emailed back had the nerve to say "hope I answered ALL your questions", (she answered NONE of my questions that I emailed) but gave me that response almost like she was just purposely trying to irritate. (and it worked) I am asking for your assistance in somehow investigating or being the in-between to assist me in getting the $28.88 back that they ORIGINALLY billed to my credit card, and then on "auto" bill they also billed $7.60 on 11/28, then on 12/28 they billed $13.96. I am ALSO requesting (and need your help) in getting a RETURN shipping label for sending back to Affinity Cellular their DEFECTIVE PHONE AND CHARGER. because that is what they WANT back, the $14.99 phone, and the charger, the shipping probably is twice that to ship back. Please contact me either via email or *** Mail. My address is: P O Box 225, ******** ** *****. Affinity Cellulars address is : ************************************************************************************

  Customer Answer

  Date: 01/22/2023

  AAA Magazine advertised a"free phone" "free activation" "free shipping".Affinity girl said howDELIGHTEDshe was I had a AAA credit card(no one else ever made a comment like that).Nov 8, 2022 she shipped the phone,then charged my credit card $28.88,how they came up with $28.88 I do not know,the phone was "free" activation was "free" shipping was "free".I complained she said "oh you will get it refunded later"(I did not know what later meant,she meant SIX MONTHS later)Meanwhile, Nov, and Dec and Jan I complainted to Affinity that my phone NEVER ONCE could call out. Only got recordings "you are roaming,purchase a PIN number" and "mobile network unavailable".THESE RECORDINGS I would hear EVERY TIME I would attempt to call out.****** at Affinity said to "move around in the house" and to "power the phone OFF, then ON". None of these things worked.I complained that the charger they sent did NOT WORK AT ALL.A *************************** said "try different electric outlets".Phone only said"discharging".Outlets were not the issue.When I called in Nov THAT girl said the phone is only worth $14.99,the rest of the money(they charged $28.88 on November 8, 2022),went somewhere else.I asked to send a WORKING phone because something is wrong with this phone.Affinity kept stalling (because little did I know they kept auto charging my credit card).Affinity never sent a replacement phone, they sent aREPLACEMENTcharger.This was December I received the charger so I could finally charge it 100%. Meanwhile Affinity kept AUTO charging my credit card without my consent.Affinity did not want me to USE any charger, only theirs.So I had to wait for it.Ironically, now, ******* at Affinity says "oh keep the charger to use with other phones". Nov 28 Affinity AUTO charged $7.60, then Dec 28 Affinity autochgd $13.96. I NEVER AGREED to AUTO charge.Why pay for NO PHONE SERVICE,.******** at Affinity wants me to PAY to ship a DEFECTIVE phone back.Give $$ to ship back phone PLUS refund $28.88+7.60+13.96.
  

  Business Response

  Date: 01/23/2023

  Reviewed ******************** Affinity Cellular account and saw that the cx was placed on Auto payment at the time of the initial sale on November 7th, 2022. Evaluated the initial sales calls the agent mentioned the different payment options Affinity Cellular offers Auto payment or mail-in payment.
  The customer was set up for the 23rd bill cycle which means the invoices drop on the 23rd of each month and auto pay is taken out on the 28th of each month. When the invoice drops this gives the customer five days of notice before the payment is taken from the account. The invoice that is emailed to the customers shows the monthly invoice date on the top right, then in a shaded area shows the advanced auto pay date and the amount that will be taken on that date.
  Affinity Cellular Agents have trouble shooting steps and everyone starts out with just a few steps and work though all the steps to pinpoint what is wrong. Each time one of these steps is worked the Agent will ask the customer to power the phone off, wait a few seconds, power the phone back on and test. If that step did not work the Agent will go back in and work the next trouble shooting step. This can be a tedious process and difficult to do though emails.
  When a customer advises that the phone is not charging Affinity cellular will first send out a device charger as the first trouble shooting step. If the charger does not resolve the issue, then a replacement battery is sent out as the next trouble shooting step. The charger was delivered to **************** on December 21, 2022; however, it was not mentioned that whether it charged the phone. The next correspondence Affinity cellular received was on December 22nd from the customer and it states that that she did not have signal. The agent asked **************** to power the phone off, wait 60 seconds, power the phone back on and allow five minuets to program.
  **************** mentioned that the advertisement showed free shipping, free activation and free phone. She was not charged for any of those in the initial transaction. What she was charged for was the $14.99 free flip phone deposit and one month of service for the 350 talk mins and 350 text messages for $10.00 and taxes for her local area. The Deposit is refundable once the device is mailed back in the same condition it was sent to her in or after six months of service.
  The packing slip and the shipping label are generated at the same time. The date on the packing slip is listed as the Day/Month/Year and the date on the shipping label is Month/Day/Year.
  Affinity cellular is mailing a return shipping label to the customer and will issue a full refund if the device and chargers are returned in the same condition they were sent to *****************
  
  See Attachment/File: ***************** 1

  Customer Answer

  Date: 03/08/2023

  Nov 25 Affinity Cellular sent a $14.99 flip phone ZTE233VL/free activation/free shipping/30-DAY MONEY BACK GUARANTEE! Terms were $10 per month, $12.99 after THREE months. Nov 25th was "activation" date! Shipped with non-working charger! I could not charge it UNTIL Dec 25, Affinity Cellular kept stalling, delaying and sitting on RESOLUTION with each of my complaints, delaying the 30-days, for a NON-WORKIING phone all the time I had it. They sent a NON- WORKING CHARGER! First ***** blamed my ELECTRICAL OUTLETS! I still have Packing List dated Dec 16 as proof when they FINALLY SENT A WORKING CHARGER! I rec'd it by Dec 25th! After MANY complaints during this time they knew their 100% SATISFACTION GUARANTEE was NOT MET! Affinity Cellular DID NOT HONOR their 30-Day Money Back Guarantee! NO PHONE SERVICE AT ALL! She said "first we have to ship another charger", delaying yet MORE time! NO! I wanted to send back CANCELED! Phone did NOT MAKE ONE PHONE CALL! Got "mobile network unavailable" and "You are roaming, purchase a PIN"! They never offered a legitimate solution. ****** said "move around in house, turn phone OFF/ON". Yet, STILL, today, Affinity Cellular CONTINUES TO KEEP BILLING $50+ as though I was their customer! Phone with charger I shipped back to them 1/20/2023. AGAIN, they made me DELAY returning it until I rec'd a SPECIAL NUMBER by them to put on the RETURN PKG. I have the receipt $8.39 I paid to return their NON-working phone/charger. I am asking the $8.39 AND FOR THEM TO STOP INVOICING and asking for yet MORE MONEY! This matter was FINISHED within the 30-Day Money Back Guarantee! Affinity Cellular is a SCAM! To OPEN my account they needed my Social Security number, that is a SCAM! Then to AUTO BILL without my permission, that is FRAUD! I NEVER GAVE permission to put me on "AUTO PAY"! Refund my $8.39 to settle, and police should investigate Affinity Cellular. Please note their is ANOTHER Affinity, by the name of "AFFINITY", this is Affinity CELLULAR!
  

  Business Response

  Date: 03/12/2023

  Affinity Cellular has completed a full refund of all funds from Customer back to their credit card. Per ******************* the customer is responsible for paying for shipping to return the device after canceling service. As a courtesy there was an attempt to send a Return Shipping Label, but the customer had stated she had already sent the phone back.

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I asked ******** if, IF, I was ON "auto pay" over and over and over. She would not answer Yes or No. So she is lying about that. The answer I got back for requesting a SHIP label was "NO". I am holding out for the $8.39 which I believe is STILL due me. I should not have to pay ONE ***** as I was NEVER able to make a call on it. The "activation date was 11/25" no matter WHAT ELSE they lie about, PROOF is on the phone. I OWE NOTHING, but I am holding out for the $8.39 which I should not have HAD to pay. I requested a replacement phone from the start, and never rec'd resolution within the 30 day Money Back Guarantee. My questions were not ever ANSWERED , direct questions, only requiring a YES or NO, "auto pay"?? I would have NEVER said YES if the phone was never up and running. FRAUD to steal and auto pay without consent. I had to go thru the HASSLE of changing my credit card numbers, THEN ******** said "oh you canceled your account I see". Resolution is to refund my $8.39, I OWE NOTHING , THEN CLOSE!! ***********************

  Business Response

  Date: 04/20/2023

  On April 11, 2023 a check # ***** was issued and mailed to cx in the amount of $8.39. We advise the customer to wait five to 10 business days from the time mailed for the customer to receive the check.
  
  

  Customer Answer

  Date: 04/28/2023

  Absolute LIE coming from AFFINITY CELLULAR saying I was accepting "AUTO PAY", ABSOLUTE LIE.

  Affinity Cellular would not even tell me IF I was on Auto Pay, AFTER I asked several times, they would not tell me IF, "IF" I was on auto pay.  ABSOLUTE LIE.

  However, they did send (finally the $8.39) at this late date.  I will accept it as settlement.  Affinity Cellular I BELIEVE is SCAMMING.  I never accepted "AUTO PAY", would not, and have NEVER with anyone, nor would I ever!!!!!!!!

  BAD COMPANY!!!! Then explain the CONTINUOUS BILLING AFTERWARD!  Good thing I changed my credit card numbers, I WAS FORCED TO, or they would CONTINUE charging.  Explain the CONTINUOUS billing!!  even AFTER they got their phone back.

   

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  Customer Answer

  Date: 05/01/2023

  I have reviewed the business response and accept this resolution. 

  Absolute LIE coming from AFFINITY CELLULAR saying I was accepting "AUTO PAY", ABSOLUTE LIE.
  
  Affinity Cellular would not even tell me IF I was on Auto Pay, AFTER I asked several times, they would not tell me IF, "IF" I was on auto pay.  ABSOLUTE LIE.
  
  However, they did send (finally the $8.39) at this late date.  I will accept it as settlement.  Affinity Cellular I BELIEVE is SCAMMING.  I never accepted "AUTO PAY", would not, and have NEVER with anyone, nor would I ever!!!!!!!!
  
  BAD COMPANY!!!! Then explain the CONTINUOUS BILLING AFTERWARD!  Good thing I changed my credit card numbers, I WAS FORCED TO, or they would CONTINUE charging.  Explain the CONTINUOUS billing!!  even AFTER they got their phone back. 
  
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