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:12/12/2023

  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.

  After reading all of these other complaints, how could I not do the same to alert everyone of their repeat dishonest business. As a daughter in MI helping my senior father in MI, I was finally able to get him enrolled and approved for the *** program with our local service provider, on Dec 6th this company out of CA somehow enrolled my father without his knowledge or consent into their services which then canceled his local services and we are now trying to get this situation resolved. The disgusting thing here is they are preying on individuals who already need help from the state/government because they are on a fixed income...and then make lives worse by messing up their account reputation and just cause pure kaios for the affected individual to get this resolved. Unbelievable!! Biggest upset it that the state/government offering this *** wouldn't have better verification for someone's personal information before allowing the approval ID move from one carrier to the next without verbal or written consent for the actual individual. As mentioned after reading these other complaints I fear this is just the beginning of getting 100% resolution for my father. Also adding then while talking to a *** at Prosper when my father asked the account # they had listed for him the *** refused and told us he was unable to share that information with us! I mean come on, really....there is a fraudulent account in my father's name and you can't tell us the account number. That right there tells you just how shady this company is and feel sorry for anyone who ever has to experience this type situation. This company should be ashamed of themselves.

  Business Response

  Date: 02/05/2024

  Hi *****, I am so sorry to hear of the frustration that your father went through. Unfortunately, based on the information, I cannot locate an account to bring up to ensure that there was action that was taken on our end. I want you to know that we take matters of identity fraud very seriously.  It is unfortunate when these situations occur and take immediate action to resolve these matters when they are brought to our attention. If there is anything we can help with, our ************* Director, ***, will be reaching out via the phone number provided. She would like to discuss further the details of your father's account and see how she can help make it right. Thank you, Prosper Wireless.
  
  

• Initial Complaint

  Date:12/04/2023

  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 acp program was switch to this company without my permission. I have never heard of this company or signed up for anything. I called them and they were speaking to me like I was a member when I clearly told the car that this is fraud and I have never heard of this company before. It should be against the law for a company to do this. The *** program by the government was helping me out with my internet and now I cant get that benefit because this company decided to open an account without my permission and then told me that they were unable to cancel I would need my service provider to have it transferred over. This is insane. They should have never had it switched over without my permission in the first place.

  Business Response

  Date: 02/05/2024

  Hi ********, Thank you for reaching out to Prosper Wireless to assist you in the situation you had. We are so sorry to hear about your experience and want you to know that we take matters of identity fraud very seriously.  It is unfortunate when these situations occur and take immediate action to resolve these matters when they are brought to our attention. I was able to locate an account with the information you provided and see that on Dec 2, 2023 you called and spoke with our customer care team. They provided you with the transfer out process, and on the same day, the transfer was complete. I am happy to see that this process worked for you and hope that there are no issues with your ACP benefit going forward. Our ************* Director, ***, will be reaching out to you to ensure your satisfaction with the process. Thanks, Propser Wireless. 
  
  

• Initial Complaint

  Date:12/04/2023

  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.

  I receive ACP credit from Lifeline. ACP got my information had my credit applied to them and Ive never heard of this company prior to being told thats where my credit went. Someone is running some type of scam through Prosper wireless.

  Business Response

  Date: 12/26/2023

  Hi *****, Thank you for taking the time to speak with our ************* Director today. As discussed, we take these matters very seriously, and although you spoke with our ************* Manager on 12/4/2023 and the matter was resolved to your satisfaction, we wanted to reach out again today based on the complaint details. 
  I understand that you were frustrated with the fact that you had a lock on your credit and that your ACP benefit was transferred, so we hav provided you with the direct cell phone to our ************* Director who can assist you with any needs moving forward. Thank you.

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service 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 September Prosper Wireless fraudulently opened an account in my name with an alternate address. They have refused to close the account upon request. They have refused to block the tablet that I have no possession of. They have refused to even suspend the service. They said, I have to transfer the *** to another provider for them to cancel the service. I want the service to be cancelled. I want the funds for the service refunded via a check sent directly to my ******** service provider. I want the equipment blocklisted to prevent any future use.

  Business Response

  Date: 12/06/2023

  Hello *******. I was able to locate an account with your information that was opened with Prosper Wireless. We are so sorry to hear about your experience and want you to know that we take matters of identity theft very seriously. It is unfortunate when these situations occur and we take immediate action to resolve these matters when they are brought to our attention. I was able to locate an account with your information that was opened with Prosper Wireless. I see that you spoke with our customer service department and they walked you through the transfer out process. With this process, it would allow you to transfer your benefit to the internet service provider of your choice and will immediately remove your *** benefit from our end. The *** benefit is a credit on a service provider and is not a payment, therefore, we are unable to provide any type of refund. 
  We can implement a preventative measure to deny any future attempted enrollments utilizing your information. I have ensured that this will take place and have de-enrolled the account on our end.  We would like the opportunity to help you receive your benefit credit to the provider of your choice. If you can, please reach out to our ************* Director at ************. She can assist you with the process and answer any additional questions you may have. We look forward to hearing from you! 
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/03/2023

  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.

  Hello, on 10/28 I called Prosper wireless to let them know that someone has fraudulently used my information to get services through them. I let them know that I have never used them for services and don't know who they are. I am currently trying to use the *** program at another entity but am unable to do so due to someone fraudulently using my information. They assured me it would be taken care of and I would receive a call back from a supervisor. I called back on 10/31 and was told the same thing. I asked for a supervisor and was told no one is available and I should try to reapply with the entitiy that Im trying to receive services from in which I did and still am being denied because they have not fixed the issue. They assured me a call back and still no call back. I called back today, 11/2 and was told the same thing by *****. I explained to him that I need to hold for a supervisor as this is my 3rd call to them and he said the same thing the other reps are telling me and my issue isn't being resolved. He said again he will escalate it. I told him this is the 3rd time I have been told you guys will escalate this. He said we're just going around in circles and I said exactly I'm going around in circles because each time I call, I'm being told the same thing and no resolution has been made. I am requesting that they discontinue any services under my name under the *** aka affordable connectivity program.

• Initial Complaint

  Date:11/01/2023

  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 lost my discount for several months for my home internet provider, called ACP/Lifeline to find out why and they told me my social security number had been used to open a cell phone line through Prosper Wireless LLC. I contacted Prosper Wireless LLC and they refused to give me any information on who opened this or how this happened. They are running a scam with a government agency to fraudulently give people free tablets. They cost me hundreds of dollars in extra fees. I looked up the phone number that was issued with my personal information and it led to a location in ******. They refuse to give me a letter confirming what happened to provide to Equifax, Experian, TransUnion and IdentityTheft.gov incase my information is used in the future. I need it ASAP.

  Business Response

  Date: 02/06/2024

  Hi *******, we are so sorry to hear about your experience and want you to know that we take matters of identity theft very seriously. It is unfortunate when these situations occur however, we take immediate action to resolve these matters when they are brought to our attention.
  We appreciate you contacting our customer support team, but please note that due to consumer privacy laws, we are not allowed to divulge confidential account information over the phone without first verifying the callers identity. This may be why you were not able to receive the information you were hoping for on your initial call to our team.
  Based on the contact information we are seeing here, we are unable to locate an account that was opened in your name. For next steps, weve escalated your case to our ************* Director who will be contacting you at the email provided here; please feel free to contact her directly at ************ as well. If you are able to verify your identity, we will take immediate action to terminate the account and provide written confirmation of the de-enrollment if requested. Additionally, if you so choose, we can implement a preventative measure to deny any future attempted enrollments utilizing your information. 
  For reference, please note that our headquarters are located in **********, yet we are a government approved provider of free internet and mobile services through the *** to families nationwide.
  We look forward to discussing this matter with you and ensuring a resolution as quickly as possible. Thank you!
  
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 20802953
  
  I am rejecting this response because: they clearly didn't read my complaint. I asked for a letter acknowledging the identity theft that they facilitated. Look at all of the other complaints and reviews. This is ORGANIZED CRIME and with the new federal Beneficial Ownership Report filing, required in ****, I will find out exactly who they are and they will be handled appropriately.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/11/2024

  Hi *******, We provided a response to your  inquiry indicating that we are unable to locate an account matching information provided on your complaint. A letter indicating fraudulent activity cannot be sent as we are unable to match back any activity that took place with your ACP benefit. If you would like to discuss this further, you can reach our ************* Director, ***, at ?**************?. 

• Initial Complaint

  Date:10/20/2023

  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 was enrolled fraudulantly in Prosper Wireless Service under the *** program. Due to this, ******* disenrolled me from my services with them.The service was transferred from ******* to Prosper on 10/04/23 without my knowledge or authorization. Either someone did it using my identity OR Prosper did it themselves.The issue is I have been attempting to reach someone at Prosper for some time but can only reach recorded messages. I do NOT want to be enrolled with Prosper and want to be disenrolled IMMEDIATELY!!! Until that is done, I cannot get my enrollment for *** internet back with *******. Please make them disenroll me.

  Business Response

  Date: 02/06/2024

  Hi ********, I am so sorry to hear about the issue you had with your ACP benefit. These situations are very frustrating and we can understand why it is so important for us to act quickly to get this resolved. I can assure you that we take immediate action when this occurs. Our notes indicate that you spoke with one of our ************* Representatives and they were able to direct you to the Transfer Exception Request process which allows you to fully authenticate yourself with the National Verifier and get the transfer out done quickly. From what I can see, this was done and there is nothing else that is needed on our end. If you have additional concerns, our ************* Director, ***, will be reaching out today to see how she can help. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:10/10/2023

  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.

  On 9/19 ProsperWireless fraudulently signed up for a wireless account with my ACP information. When I called to demand they disconnect the service due to fraud they refused to take any action. After reading the other review on this company. They are scamming innocent people of their ACP credit to purchase tablets or cell phones!!!

  Business Response

  Date: 02/06/2024

  Hi ****, I am sorry to hear about the trouble you had with your ACP benefit. I was not able to locate any account with your name or information provided. We would be happy to assist you in resolving this complaint, but we have no record of any customer with your information. You can reach our customer care team at ************ seven days a week 5am -8pm PT. Or email us at **************************** to have one of our representatives reach out to you. We look forward to assisting you. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:09/20/2023

  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 receive the *** discount and lifeline which has always been applied to my internet service provider ******* Fios. ******* informed me on 9/16/2023 that someone transferred my *** discount to another provider and I needed to contact USAC to find out more information. I was told by a USAC representative that someone used all of my personal information to open an account with ********************** and I would need to contact them in order to immediately stop the use of my discount. I contacted Prosper Wireless on 9/19/2023 at approximately 11AM to ask that they immediately stop my discount from being used for their services since my information was being used fraudulently. I also asked how something like this could happen since I do not have nor have I ever had any services with their company. I was told by the customer service representative that their "field reps" are supposed to check identification but they often do not and open services without any proof of identity. I was then told my request to remove my discount from the fraudulent account would be escalated and someone would reach out to me within 24 hours but no one has reached out to put a stop to this. This company is complicit in committing fraud as long as they keep their pockets lined with money.

  Business Response

  Date: 02/07/2024

  Hi *****, We are sorry to hear about the experience you had with your ACP benefit. Our company takes claims of fraud very seriously and act immediately when we are notified of a claim. As in your situation, our notes show that you notified our customer care team on Sept 19, 2023 and the account in your name was de-enrolled on Sept 20, 2023. It is very unfortunate when things like this happen, but Prosper Wireless will always act within accordance to all regulations. Thank you, Prosper Wireless.