Business Profile

Telecommunication Equipment

Page Plus

Headquarters

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Complaints

This profile includes complaints for Page Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

53 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:08/23/2023
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 paid my phone cellular service on 8/17/23 via the online portal. On 8/23/23 my phone service was disconnected. I called the company to complain and they are telling me they never received the payment. I have an emailed receipt that they always send once payment is confirmed and the ***** has been drafted from my bank account. I want my money refunded since they will not turn my service back on!
Business Response
Date: 09/11/2023
Dear **********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/24/2023, regarding BBB Case number ******** complaint.

Mr. ***** complaint states alleges that a service plan was added already on his phone on 08/17/2023 however, his service got disconnected on 08/23/23. Thus, he requested for a refund of the ***** cost.

As per our investigation, Mr. ***** phone service is active in our system, it is currently active with the ***** Plan. We dig the records on Mr. ***** service history and found out that a $12 plan was processed successfully on 08/17/2023. The plan has the service allocation on 500 minutes for calls, 500 units for text and 500 mb for data.

We reviewed **************** account from 08/17/2023 till the day to which he added another service plan which was on 08/24, it does not reflect any service interruptions during that period and usage reflects that the device was working properly. We also exhausted all possible tools to locate the claimed ***** cost of purchase on 08/17 however, we havent found any.

We would like to apologize for the inconvenience ************ have experience with the issue.

We made multiple attempts to reach ************ through number ********** on dates; August 30 and 31 and on dates September 1 and 5 but was only able to speak to him on September 5 to which he informed that her concern has been address and that was already already inform by our representatives that the plan purchased was successfully added to his number and technical issues he claimed he encountered on the mentioned date has been address as well.

If ************ should require further assistance, he can contact ***************************** and an agent will be able to assist.

Based upon the foregoing, we will close this matter unless we hear from you. Please contact me if you require additional information or have any questions. Thank you.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/27/2023
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 purchased a new ** Stylo 3 cell phone from Page Plus in October 2019 and paid the purchase price in full ($60.00). I was told that after 2 years of service they would unlock the phone *********** to switch to another carrier if desired. In November of 2021, I called Page Plus and requested an unlock; after a short pause the agent confirmed the phone as unlocked. I've continued as a PP customer and currently still have their service. Recently, I tried to establish service with another carrier and discovered that the phone was in fact still locked to Page Plus. I contacted customer service again (***********) and was told that they would not be able to unlock the phone as the computer told them so! I contacted them on another day and basically received the same excuse. My phone number with Page Plus is ************. I would so appreciate your assistance. Sincerely, *****************************
Business Response
Date: 08/22/2023
Dear ******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2023, regarding BBB Case number ******** complaint.

********************** complaint alleges that Page Plus refuses to unlock his phone that he has been using since October of 2019.
As per our investigation, ********************** purchased the phone in October 2019 and was activated on 11/03/2019 and has been use for Page Plus service since then. Device is still currently active under Page Plus Standard Plan.

Under Page Plus Cellular unlocking policy, if the device was activated with Page Plus Service prior to November 23, 2021, then the device must have been active on Page Plus Service for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months. If the Page Plus device was activated with new service on the Page Plus network on or after November 23, 2021, then at least sixty (60) days must have elapsed since the device was activated.

We check the device on the unlocking tool however is says the contrary. Nevertheless, we check the records for the device and it has been used for more the 12 months, the last 2 service plan added were the $80 standard plan which is good for 365 days, added on 06/14/2023 and 06/04/2022, the service alone of 1 standard plan is enough to have a 1 year service for the phone, with this; the have met the requirements for the unlocking. .

To deliver the good news to **********************, we made several attempts and was able to speak with him 08/17/2023 to which we raised the unlocking concern to our unlocking team in assisting us on granting a request. A callback proper was made on 08/21/2023 through number ********** however, we havent been able to reach him. Nevertheless, we sent communication to his email address **********************************.

If ********************** should require further assistance, he can contact ***************************** and an agent will be able to assist.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.

Sincerely,

Page Plus
Initial Complaint
Date:06/29/2023
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.
I've had affordable connectivity benifit since 2022 and page plus last 4 months has disconnected my service and been taking money to force me turn service back on and even charges me double some months and on top of getting my benifit money ..the plan I use is supposed have a copay and I can show you it's been paid and tbey still steal my money even make my accounts bounce payments I had to beg food two months in row and go without medication and take out a loan pay bank the money they made s**** my account up with over draft fee..they lied for months say refund on way..now they hang up on me ..ivegot video show the calls and audio of the lies they told and acp said contact federal trade and also police press charges ..my daughter is filing with adult protective services and agency for Aging since they told her nothing can be done to them resd the term of agreement they said ..I demand my money paid back since Jan I have full proof of the fraud they committed and want them held liable to fullest extent I k ow other are getting g same treatmnet..the refund does not start where they really owe me bouncing the account cost me 500 dollars just one month happened 2 times..!! I want my 386 dollars back you see they charges tbey charged me !!!while the program paid tbem!!
Customer Answer
Date: 07/03/2023
My service again this morning is off ..I paid 10 dollars and it says now I only have 00 minutes 66 cent per minute..this is outrageous and I am highly upset I can't pay the money again like tbey been taking from me I cant afford it ..im paying the loan payment and repaying help that helped recover from all the bank withdrawals bouncing and charges i ended up with near 500 pay..
Customer Answer
Date: 07/10/2023
----see attached---
I'm unaware of any complaint to unlock a device .the complaint is over the money you have been stealing from my account for over 5 months..I've changed service providers but you still are responsible for returning the money stolen from me..I'll be reaching out to every **** in law enforcement and government agency as well as an attorney willing to take my case..I've given too.mych time and again talking to you 4 times you lied again and have no plans return my money s you said you proceeded refund ******* which was all compete fabrication..and you state the resolution **** manager was whom I was speaking with twice past week but yet in end of conversation u state you had to then contact the **** on the matter and you'd be in touch in 24 hours but clearly near week has passed on 3 occasions of saying same thing pretty much and as I clarified at start of communication s that I myself were recording conversation as you do and would be using this in future for reference and documentation to be presented of it furthers to any criminal or civil matter in which as of today o am pursuing the tw I am intending to have full charges brought against the individuals that proceeded my account transactions unauthorized and the buisness itself and will be asking maximum compensation for self and loved ones that have had troubles while dealing with the matter and having put aside personal time and so forth..I'm sorry I've tried multiple times have my money returned and still be in debt due to this but that has now changed and I am furthering the matters..my attorney will be in touch when I fund one to represent me and I'll also be filing American attribution hearing this morning too
Business Response
Date: 07/20/2023
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 29, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that Page Plus Cellular has been charging his daughters account since January for his Page Plus service plan even though he is already enrolled to receive the Affordable Connectivity Program benefits. He also added that his service keeps on disconnected as well.

We checked Mr. ********* phone number, but it is no longer active on Page Plus Cellular after a ported-out request was made on 07/07/2023 through port ticket RSSPOUT**********070723115. Nevertheless, ******************** is still enrolled on Affordable Connectivity Program (***) since 07/02/2023. He is on the Page Plus $39.95 plan under the co-payment program. We checked the record history of Mr. ********* phone charges since the reported month January however we were only able to locate the charges of $10 regular for his *** plan. Mr. ********* plan is on a Co-Payment program, this is a discount given to our *** customers for a service plan purchase. Once an *** customer has selected a plan and its higher than the $30 base plan or the *** benefit plan offer, they will need to call customer care to purchase the chosen plan and pay the price difference, in this case; thus ****************** pays $10 monthly.

We reviewed Mr. ********* account from January to present day and it does not reflect any service interruptions during that period and usage reflects that the device was working properly.

To address ******************** concern on other charges, we made several attempts to reach him, but we were only able to speak with him and to his daughter on 07/07/2023 through number ********** at 1:13 PM EST to which he confirmed that he already transfers his phone number to a different service provider. We were able to confirm to him as well the screenshots provided by his daughter on the complaint however, it does not include any references on transaction number on the charges they claim, thus; we asked for any but they cannot provide any yet. Follow-up calls were made on 07/07/2023, 07/12/2023 and 07/19/2023 but we havent been able to reach them any longer. We communicated the information needed to the email address **************************** and we were waiting for their response.

If ******************** would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number 5177975

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/20/2023

Complaint: 20253195

I am rejecting this response because:they are telling straight lies..I can show service off 6 months in row ND see all attachments snd can show where **** did just as said..and someone can't read cause it Is nor for any daughter account but for ***************************** account..daughter made complaint for him since he is disabled!! They tell nothing but lies..I have recorded all conversations of the lies with all employee name n Identifation number as well..turning this over to federal government today for the theft of money off government issued debit card of social security payments they stile the money from..I'm done and had enough..Action news team agreed air the story as well and will contact the investigation team to proceed with airing this story

Sincerely,

*****************************
Business Response
Date: 08/01/2023
Dear *****************************,

This is in response to the July 20, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for providing the information about charges that you incurred on the line ending in ****. We regret that you are no longer using our services, and apologize for any miscommunication.

A final review of this complaint confirms that the Affordable Connectivity Program (ACP) provides discounts on broadband service and connected devices for eligible households. A discount of up to $30 per month for internet is deducted from service charges, or up to $75 per month if you live on qualifying Tribal lands

A further check of the account confirms that you were actually using the $55 ****************** despite the $39 charge which is indicated. This may explain the cause of the miscommunication. Airtime is not refundable, and no exception will be made due to usage.

Thank you for choosing Page Plus Cellular to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****
Business Response
Date: 08/02/2023
Dear *****************************,

This is in response to the July 20, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for providing the information about charges that you incurred on the line ending in ****. We regret that you are no longer using our services, and apologize for any miscommunication.

A final review of this complaint confirms that the Affordable Connectivity Program (ACP) provides discounts on broadband service and connected devices for eligible households. A discount of up to $30 per month for internet is deducted from service charges, or up to $75 per month if you live on qualifying Tribal lands

A further check of the account confirms that you were actually using the $55 ****************** despite the $39 charge which is indicated. This may explain the cause of the miscommunication. Airtime is not refundable, and no exception will be made due to usage.

Thank you for choosing Page Plus Cellular to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 08/03/2023

Complaint: 20253195

I am rejecting this response because:
You mean yo ay it is legal you charges my card months consecutivly and without any permission? And no ***** plan was what i was on..you told so many lies its ridiculous and ive recorded **** 15 differwnt lies and whatabout the 5 times you said refund was already processed? *** hired an lawfirm to persue justice and compensation for the thousands it cost in end because of the tjeft by you on my federal social security benifits card which you will be answering to soon enough for fraud..and what about the 5 months consecutiveyou turned service off?? That too is documented 3 of the months so thanks for last deceptive reason and refusal now after lies ive got recorded by you saying refunded me ..you need get prepared for a court hearing soon and already contacted news teams that investigate these type of activities you are pulling on people im surethat im not yhe only victim you have . You will have to answer to judgment in numerous ways in end promise that..and clearly shows with my provided pages of charges you are liars say the least and fraudulent..and careless in the way you try to pull it off too
Sincerely,

*****************************
Initial Complaint
Date:06/02/2023
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.
Im a customer of ****************** wireless am am also disabled and i am on the acp afordable conectivity program Im signed up been aproved and been using there service but i cant contact anyone there and every time i call in the turn my phone off so i cant call back and have to use some one elses phone Every time i have to contact trac phone to reach page plus and they have some one call me but this time my phone was turned off so i have no way of reaching them this is a goverment program that page plus recives money for and by making it imposable to use that service thats fraud and im tied up in the system already and cant get service elsware till this js ether fixed or im removed from there service but i cant even make a phone call
Business Response
Date: 06/12/2023


Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2023 regarding BBB Case number ******** complaint.

**************** complaint, alleges that every time he contacts Page Plus cellular for an assistance, he does not receive it properly until his service was cut-off.

Upon review, **************** is enrolled for the Affordable Connectivity Program since his submission on 04/03/2023. He is receiving the benefits of $55 Unlimited Plan each month. However, on his recent reset of his service cycle, his line was disconnected on 06/03/2023 as the co-payment process for his *** was not properly executed.

Once an *** customer has selected a plan and its higher than the $30 base plan or the *** benefit plan offer, they will need to call customer care to purchase the chosen plan and pay the price difference. For **************** case, his chosen plan is for the $55 unlimited plan which means he needs to pay the price difference however, prior to his *** renewal date, he encountered difficulty in contacting our customer service leading to him not able to pay the difference resulting to his service disconnection.

We spoke with **************** on 06/07/2023 at 05:04 PM EST through number
********** and was able to process the payment of $10 however since he is calling from the phone using a third-party app, we werent then able to proceed in processing the *** plan as it need to provisioned and reprogram his phone which includes power cycle his device. We process the said transaction on 06/19/2023 at 12:20 PM and he confirms then that he receives the plan. We reiterate to **************** the procedure of his applied plan as well as we scheduled a callback to him days prior to his renewal date to ease his problem.

If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* Ticket Number 1278243948.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive *********************
Initial Complaint
Date:04/08/2023
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.
I attempted to move to Page Plus because they use the ******* network which has better coverage in my area. In attempting to port my number, I incorrectly provided my pin for my current provide and not a porting pin. I have now called customer service 8 times for a combined total of more than 80 minutes, and I tried to correct the issue online, only to be charged two more times. When calling support, I am run through a script and then told that I am being transferred to the porting department where I get receive a message there are no agents available and I am disconnected. I was also told that a call back was scheduled for me but that was never received either. I would either like to have the port to Page Plus completed or to be refunded the money I have already spent with them without service.
Business Response
Date: 05/05/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 8, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that she attempted to move into Page Plus. However, in attempting to port her number, she incorrectly provided her pin for his current provider and not a porting pin. She tried to correct the issue online but there are no agents available.

We searched our system by her name and contact number and were unable to locate an account. We received an e-mail response from ************** on 5/1/2023, at ******************** stating that she is done with Page Plus.

We attempted to reach ************** multiple times via phone ************ and e-mail ******************** on 4/24/23, 4/24/23, 4/25/23, 4/26/23 and 5/1/23, but we were unsuccessful, we were unable to reach the customer. We need to speak with her over the phone to conduct the necessary troubleshooting step and to assure that we are working on the correct account.

If ************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1275875375.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive *********************
Initial Complaint
Date:02/16/2023
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 have been using Page Plus Cellular since February 2021. In November 2022 my phone stopped working. I bought a new phone, but when I transferred the *** card from the old phone to the new phone It behaved in the same manner as the old phone, leading me to the conclusion that I had a bad *** card since it is the only thing the two devices had in common.I have been trying since mid-December to get a new *** card. I tried the dealer locations they have listed on their website. Of the ten dealers I got only four were still in business and they were no longer associated with Page Plus. I borrowed someone's phone and called their **************** (the only way to get a hold of the company (no email communications), and they provided me with three more dealers, all of which said they were no longer associated with Page Plus. Finally, I ordered a new *** card from their website, which I never received. They shipped *** to my PO Box, and while *** says it was delivered I do not know where it was delivered. I found a Chat option on their website, but they can not help me, they say I must call, but since I do not have a working phone I can not call. I really miss pay phones.I tried to reach out to there parent company, TracPhone, but they are not any better
Business Response
Date: 03/06/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 16, 2023, regarding BBB Case number ******** complaint.
Mr. ****** complaint states that he process an order for a *** card online. However, he was informed that it was already delivered, but he did not receive the *** card.

Upon review, ************** failed to include his account information on his complaint. We tried to search for his account using the phone number included on his complaint, but we did not pull up any account information. Furthermore, we were not able to verify the order status since there is no order information provided on the complaint. With this, we need to speak with ************** to verify the order number for us to provide proper assistance about this matter.

We have made contact with ************** multiple times via phone number ************ and e-mails were sent to ************************** on 3/1/2023, 3/2/2023 and 3/3/2023, but we were unsuccessful. We have not been able to reach **************. Hence, we need to speak with him directly for further assistance.

If ************** should still require assistance, he can contact ************** enter PIN (**** or *****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1273200330.

Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing Page Plus.

Sincerely,

Executive *********************
Initial Complaint
Date:02/16/2023
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 have had service with Page Plus for many many years but now they are they are disconnecting me every month saying that Im not making the payment but I am on automatic payment always have been. My credit card says that Page Plus is not asking for the payment with it is due every month and has been paid automatically by my credit card. I have talked with a dozen customer service people and a supervisor and they cant find any problem but my credit card company says Page Plus is not making the request for the money and thats why they are disconnecting me. I have resigned with them four times to get it working again and still when the payment comes do they disconnect me please find somebody that can solve the problem because Im stuck in the middle and Ive done all I can do but change to a different company.
Business Response
Date: 02/27/2023
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 16, 2023 regarding BBB Case number ******** complaint.

**************** complaint states that she had PagePlus for years, but now they are disconnecting her phone every month saying that she is not making payment but shes on automatic payment. Her credit card company says that PagePlus is not asking for payment.

We spoke with *** today, February 27, 2023, 11:59 PM EST at **********. As per conversation, we were able to inform her the status of her auto refill enrollment and the start date.

As we checked, **************** account, it shows that My account is set up which is a requirement to signed in to automatic payment. Her account is already enrolled in Autopay in the amount of $27 with start date of February 28, 19:00:00 EST 2023.

If ****** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1273081152.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing PagePlus.


Sincerely,

Executive *********************
Initial Complaint
Date:02/09/2023
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.
I have been with page plus for numerous years. I have been using the ***** for numerous years as well. On Dec 27,2022 page plus took out *****(for Jan ******** automatically from my bank account. It says my payment was rejected but it was still taken out of my account. Then I applied my new card because the cvs# had changed so they again took out another *****(which they didn't need to because the fee was never returned to me the first time). Then on 1/4 they took out ***** not once but TWICE and then they took out ***** on the same day 1/4/22. After over 1 1/2 hrs on the phone they gave me credit back for the ***** and on the page plus account it states that I also received credit for ***** (WHICH I NEVER RECEIVED). My bank acct. shows no credit given for the ***** they supposively had given. Then on 2/4 they took out another 40.38(WHICH WAS WRONG AMOUNT) and they charged me again ***** as well. I spent numerous time on the phone with *******? with page plus who would not allow me to speak with the acting supervisor. She was apart of the refund group and said she could not refund me the money. There are a couple of charges that is not showing up on my account but is showing up on my bank account so in a nutshell 1 phone should be ***** a month. They withdrew ****** for the month of January 1 phone should be ***** a month. They withdrew ***** for the month of February Was only given 1 credit of *****. They owe me a refund of 106.73.I did inform them that I would be in touch with the BBB to file a formal complaint about the theft that is involved
Business Response
Date: 02/24/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 10, 2022, regarding BBB Case number ******** complaint.

************** complaint states that she was charge multiple times of numerous plans for her Page Plus service on dates 12/27/2022 and 01/04/2023.

************ is enrolled for the auto-refill of the ***** plan for her Page Plus service. As per investigation, we do not see any records of a charge for the ***** plan andan amount of ***** on the subject date of 12/27/2022. We do see that there were 2 charges made on 01/04/2023 for the ***** plan however, the 2nd charge was refunded on the same date reference no. ********. With this, we need to speak with ************ to ask further details regarding the charges claim for 12/27/2022.

We spoke with ************ on February 23, 2023 at 12:08 PM EST through number ********** and she confirm that the concern has been address already. The former, pertaining to the charges of 12/27/2022 was address by her bank and the latter, was already refunded by our representative. We advise her that it may take 3 to 5 business day for the refund to be process but may take 30 days to reflect on her card depending on her financial institution.

If ************ would seek further assistance, she may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number 5104562

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive *********************
Customer Answer
Date: 02/27/2023

Complaint: 19380211

I am rejecting this response because: I thought this was resolved with communicating with **** the Supervisor of Page Plus. He said I was to receive credit for an additional *****, ***** and 33.83

Sincerely,

*********************
Business Response
Date: 03/24/2023
Dear **********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 6, 2023 regarding BBB Case number ******** complaint.

************ complaint states that he was charge multiple times by Page Plus Cellular and is requesting for a Refund.

************** account is no longer active in Trail. We see the corresponding charges made through his account. A charge for a Plan ***** order ******** taken on 01/04/2023, ***** order ******** on same date and charge ***** plan on 02/04/2023

As per our investigation, the charge for 01/04/2023 order ******** and ******** has already a refund request processed on 10/13/2023. A chargeback process was made as well on the last charge taken on 02/04/2023.

To confirm, we made several attempts to reach ************ on dates and 03/22/2023, 03/23/2023 and 03/24/2023 however we werent able to reach him. On the other hand, we receive a response from her email ****************** on to which he confirms that a refund was processed and he was assisted by one of our representatives.

Please allow us with-in 3 to 5 business days for the refund to be processed and it may take 30 banking days for the charges to reflect on his account, this will depend on his banking institution.

If ************ would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number 5111885

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive *********************
Customer Answer
Date: 03/24/2023

Complaint: 19380211

I am rejecting this response because:
They owe credit for 3 different amounts. Not two

Sincerely,

*********************
Business Response
Date: 04/21/2023
Dear *********************,

This is in response to the March 24, 2023, rebuttal to Better Business Bureau complaint # ********.

************ is stating that there were 3 charges to her account and not two. A check of the contact information in our billing system has located several charges, some which were refunded and one which was the subject of a chargeback via the credit card.

Thank you for contacting us again about the request for a refund. A search of the credit card platform reveals that the charges did not complete. Since the transaction failed no funds were transferred to us. We can not refund a charge that is not complete. Failed Transactions may result in Credit Card holds, but the funds are eventually returned to the card. There are current completed transaction under her name.

A credit was processed on one of the charges that was also a chargeback. In instances of chargebacks we do not normally process credits because the nature of the chargeback is that a report fraudulent charges is made to the credit card company. The financial instruction then contacts the merchant in an attempt to restore fund to the owner of the cards used to make the disputed purchases. We do not process further credits unless the charge back is cancelled. We are prohibited from processing additional credits when there is a chargeback. No further credits will be processed, unless the above conditions are met.

With the above results we are closing this complaint.

Thank you for choosing Page Plus Cellular.

************************** | Executive Resolution Specialist | **********************. | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:02/08/2023
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.
I got charged for 2 plans 1 service agent told me the second plan was refunded but havent received my refund I want my money back for the second plan cancelled Order is ********
Business Response
Date: 03/01/2023
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 8, 2023, regarding BBB Case number ******** complaint.

Mr. ***** complaint states that he was charged for 2 plans, service agent told him the second plan was refunded but he havent received his refund. He wants his money back for the second plan cancelled with Order Number ********.

We reviewed Mr. ***** account is active and well provisioned in our system and usage reflects that the device was working properly. In addition, the service plan with order number ******** was already refunded with reference number 99450278MDWTY5YD on 2/14/2023.

We attempted to reach ************ multiple times via phone ************ and e-mail ********************* on 2/18/23, 2/21/23, 2/22/23, 2/23/23 and 3/1/23, but we were unsuccessful, we are still waiting to hear from the customer. We need to speak with him to confirm if it is already reflected in his account.

If ************ should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1272482689.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive Resolution Department
Initial Complaint
Date:01/25/2023
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.
Page Plus Cellular had deactivated sometime in December without any warning.Looking back through their website I saw that the phone I was using no longer worked on their upgraded network. All of this would be fine EXCEPT I have struggled to 1) have the number ported over to another carrier but that would not work because once they deactivated the phone the account number was no longer viable.I then, after several attempts, had a customer service rep tell me I needed a new SIM card (this then would be come the new account number) which I paid for. Subsequently I have yet to receive the card in the mail. I called and they say it was sent - when asked how and when it was sent they indicated "standard shipping". After questioning that, I was told they would sent another. This has been over a month without the phone which was pre-paid for through February as they told me I had to pay in order for them to continue the service so they could help me get the phone working.It is nonsense! They answer the phone but can not give any information to help fix the situation. I see that I am not alone in trying to get them to work to get the phone number working again or port it over.I'd have been happy to stay with the company however I can't get anywhere with them. I have tried repeatedly to get my number ported over
Business Response
Date: 02/20/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 25, 2023 regarding BBB Case number ******** complaint.

Ms. ***** complaint states that she cannot port-out her phone number and adds she havent receive a replacement sim.

As per our review, Ms. ***** old device was affected by the Voice-OverLTE (VoLTE) Migration. This means her old device will no longer work after which it is no longer supported by our upgraded network. She was informed to purchase a *** card, reference order ******** on 01/17/2023. She received the *** card on 01/30/2023.

We were able to speak with ************ on several occasions through contact number **********; on 02/10/2023 to which she stated about the number concern and *** order, on 02/13/2023 to which she confirms the delivery of the *** card, and lastly on 02/16/2023 to which she stated the her device is already working with her new phone and *** card. However, due to the lack of proper communication we had, we barely able to confirm if concern has been properly address. We werent able to reach her on our succeeding callbacks.

It is still best for us to speak with ************ especially to address her concern in porting-out her number.

If ************ would seek further assistance, she may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number *******

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.

Sincerely,

Executive *********************

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