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Business Profile

Telephones

PhoneBox

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/08/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 been asking since June 30 for my cam phone number ************ to be ported out. They have provided me with THREE different account numbers that do not work. I have spoken to tech support EVERY single day. Nobody is helping. I keep getting the run around. Its been a month with no access to my old number, I believe they do this on purpose to sell the number.

  • Initial Complaint

    Date:11/03/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    On January 22nd 2024, I signed up by mistake for a phone number for my ******* ***** daughter. That same day, I cancelled the service since it was a mistake. Ever since January 22nd, I have been getting numerous emails to pay the balance of an account I never activated. I have emailed them the same day to cancel the service and I called to let them know. They still sent emails and as per the attach email I am sending you, it proves that I have cancelled the same day. I will also send attachments of the pressure for us to pay the balance. This is harassment. I want a new email from them stating that we owe $0 dollars.

  • Initial Complaint

    Date:06/12/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    - Paid $69.55 on 2022/07/27 and $13.92 on 2022/08/22. They refunded $39.20 (1mo out of 2mo services) on 2022/09/21. Customer ID: *************. Account phone number ************.

    They were committed to providing a phone plan, which did not work even after a series of communication, and they refused to fully refund the service. I expected a full refund of $83.47.

    I attached the 2 invoices, cancellation email, and 3 support threads.

    I personally had a pretty livid experience with PhoneBox where I never got working service but still charged me for a month and would not refund it. They seemed to have incorrectly onboarded my service.

    When I signed up in July and when they issued the SIM it just didn't work and always reported "Service State - Out of Service" under *******'s SIM status. The SIM also didn't work on my partner's phone, which at the time used a physical SIM for a ****** plan. That's when things seemed a bit funny because it was clearly not a phone or signal issue. After getting 2 eSIMs issued and with plenty of troubleshooting follow-ups, all of which had the same errors as before, I finally gave up and asked for a refund.

    When I asked for a refund and clearly indicated I expected both months because this whole thing never worked, I only received the 2nd month's refund. Not only that, but I didn't hear back when I followed up until I mentioned the keyword "dispute" because honestly I never received the service and this ended up being frustrating... When they responded to that, they explicitly stated I would not be receiving a refund. They used the pretense that I needed to cancel earlier ("within 24 hours of 7 days"... whatever that means) because it is my responsibility to ensure eSIM compatibility and get a physical SIM or cancel earlier. That's just a load of crap given I had an active eSIM at the time, have a phone with a working ****** physical SIM, had their physical SIM that never worked, and the time blown was all getting troubleshooting.

  • Initial Complaint

    Date:02/08/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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 one month prepaid SIM card through **** *** ****** website and when I attempted to activate it today [Aug. 01, 2022] on the website provided in the SIM card package-- http://gophonebox.com/activate it would not recognize the SIM card number so I called the Service number provided on the website and the customer service representative could not find it in the system and suggested that I purchase a new one to which I replied that this is not a resolution as I had spent money on the one month prepaid SIM card in the first place however the customer service representative had no other resolution to offer me so I informed him that I would submit a formal complaint with the Better Business Bureau's website on this matter, which I'm am doing right now as the proper resolution would be that PhoneBox provide me with a valid 30 Day prepaid SIM to replace the one they sent me that their system won't acknowledge as being valid.

PhoneBox is NOT a BBB Accredited Business.

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