Business Profile

Telecommunication Equipment

Page Plus

Headquarters

This business is NOT BBB Accredited.

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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

50 total complaints in the last 3 years.
4 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:01/20/2023
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 wanted to move my phone service from Page Plus to **** mobile on 1/17/23. Page Plus told me that they could not transfer my phone number because my phone was not unlocked. On 1/17/23 I purchased the $39.95 ($43.99 total with tax) phone service plan from PagePlus to continue my service with them since they said that my phone number could not be transferred. The PagePlus card pin # is ************** and the Order ID is ********** few hours later on the same day (1/17/23) PagePlus transferred my phone number to **** mobile anyway even though they told me earlier that day that they could not transfer my number. When they transferred my phone number my phone stopped working. This would not have happened if PagePlus customer service did not give me false information. I purchased the plan from PagePlus because PagePlus customer service told me that they could not transfer my phone number to **** mobile. Now the service I purchased from PagePlus is no longer available and PagePlus does not want to give me a refund. I have called PagePlus several times. They keep transferring me to different people and everyone tells me that they can't help me. I have explained to several customer service providers at ********************** what is happening but they don't want to help me. They keep telling me to wait and then they transfer me and tell me to wait some more.
Business Response
Date: 02/10/2023
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 1, 2023, regarding BBB case number ******** complaint.

Ms. ******* complaint states that she was refuse to have her phone number transferred and she ask for a refund as well.

Per our investigation, a port-out request was created on January 17, 2023 for the number (Reference ticket No. RSSPOUT**********011720231936) as **************** would like to have her phone number be activated to her preferred service provider. Records shows that the last plan she added for her account was on January 26, 2023 for a ***** Plan. From the day the plan was added till present, we werent able to see any records of usage on any of our tools. Hence; we process a Refund for the plan order number ********and provided a turn-around-timeframe of 3 to 5 business days for our department to process her request,

This has been catered during a communication with **************** on Febraury 3, 2023 through phone number ********** at 11:02 AM EST. we were able to properly relay the information for her refund request. In addition, we were able to explain to her as well the time frame provided.

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 5034888

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: 02/14/2023

Complaint: 18870519

I am rejecting this response because: Page Plus is refunding me for the incorrect plan purchase and now Page Plus has restricted my phone so that I do not have any phone service as of 2/13/23. Page Plus referenced the incorrect plan in their response to the BBB on this issue. The plan that I requested the refund for was purchased on 1/17/23 (card pin # is ************** and the Order ID is *********. I don't know why Page Plus is refunding me for a different plan when I clearly stated the order ID and plan pin number in my complaint to the ********************.
Additionally, on 2/13/23 Page Plus put a restriction on my phone since they issued me a refund on the incorrect plan. I called Page Plus on 2/13/23 and they told me that in order to remove the restriction that I would have to purchase a $35 plan from them. This is unethical! They essentially gave me a refund but are now refusing me service unless I give them the money back.
Desired actions:
1. Please remove the restriction off of my phone number *************) and
2. correct your records to show a refund for the correct plan: purchased on 1/17/23 (card pin # is ************** and the Order ID is *********

Sincerely,

*******************************
Business Response
Date: 03/14/2023
Dear *******************************,

This is in response to the February 14, 2023, rebuttal to Better Business Bureau complaint #******** .

Thank You for the additional comments about the interruption in service due to a refund.. We apologize for any difficulties that you may have encountered with our services.

A check of the order provided confirms that a chargeback was processed on the account. In cases when a customer requests that the bank return their funds, we do not process further refunds or make adjustments to an account until the chargeback is resolved.

Customer generated actions in the form of chargebacks with the credit card provider who will determine if the funds will be returned to you. When a chargeback is requested, we allow the bank process to complete, we do not process credits in these cases. The financial institution will contact our ********************* with the results. Please refer to the Page Plus Terms and Conditions, which are available on the Page Plus s Website. Note: charge back that a customer process can result in the restriction of credit card use in the future.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST and refer to the BBB complaint.

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:01/09/2023
Type:Billing 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 am a PagePlus Cellular customer for several years and it has been for several months that they charge my bank each month twice( on 24th and 6th following month). Currently I have only one phone and at a time I had 2 other lines for my daughters and their payments goes through their bank account. I have tried to call them and after 54 minutes being transferred to several agents, they tell me that the last payment they can confirm is the payment on 24th and they cannot see the payment on January 6th. The last agent hung up the phone on me after I ask her to transfer me to deactivation department. I called my bank and disputed all the transaction done on 6th of last past four months. I would like the have a full statement and showing all the duplicate transaction since bank can only dispute the last 119 days. I want to know the exact date when this duplicate transaction has started and the full refund for this amount.
Business Response
Date: 01/25/2023
Dear ******************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 10, 2023, regarding BBB Case number ******** complaint.

************************ complaint states that she was charge multiple times for the last 4 months for a service from Page Plus Cellular.

As per investigation, ***************************** has an active Page Plus number and is currently enrolled for the ***** plan, her service is charge every 24th day cycle. On the complaint, *****************************, states that she was charge as well on every 6th cycle for the past 4 months. We review the records of her service history and utilize all tools needed but we cannot find any.

We made multiple attempts to reach ***************************** on dates; 01/16/2023, 01/17/2023, 01/18/2023, 01/19/2023 and on 01/24/2023 through phone numbers ********** and ********** but we failed to get hold of her. However, we were able to exchange communications with ***************************** through her email address ***************** to which she provided pertinent documentations needed for the investigation.

As per review on the documents provided, we found out that the transactions were made through a 3rd-party vendor (***************************) on charges yet to be identified. For this matter to be rectified, we highly suggest ***************************** to contact the said 3rd-party vendor to validate the charges and request a refund.

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 5086631.

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: 01/26/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I emailed prepaid zone regarding this fraud transaction since 1/6/2022.
However if I don't receive a response as soon as possible I will file a complaint against them to BBB. I greatly appreciated BBB for their amazing service.

Sincerely,

**************************************
Initial Complaint
Date:01/07/2023
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 notified by page plus cellular that my phone was going to be discontinued as of december 31, 2022. I called to verify this and they stated that my passcode was incorrect (same code I've been using for years). I verified my other information and had my passcode changed. They did confirm that my phone would be obsolete and I would need a new phone. I purchased my plan december 22, 2022, to carry my service through the year and planned to transfer it to my new phone. I was unable to get a new phone until after the new year and then had to wait to get the *** card to activate my new phone. I contacted Page Plus january 6, 2023 so set up my new phone. When I called they stated that my account and phone number was inactive. I explained that I still had an active plan and my account should not be inactive just because they decided to disconnect my phone. I was scheduled for a call back as she had to put this issue to someone higher up. I received my call back and verified my information (second person to accept my passcode). This person was able to transfer my number to the new phone. He shared that another department would have to take care of the previously purchased plan and I would be put on hold. I waited on hold for a half hour. I was unable to keep on the phone any longer so I disconnected the call and called back at a time I was able to talk/wait. The person accepted my passcode and was looking into the situation. The call was disconnected. I called back and my passcode was accepted. They stated they would have to schedule another call back due to this need to be going to a higher up. A half hour later I received the phone call and they shared that the phone was still updating and it could take up to 2 hours. He wanted to schedule another call back but I needed to leave where I was. I called back later on and the lady stated that my passcode was incorrect. I want my $13 back and this company's processes to be revamped. This was awful.
Business Response
Date: 01/26/2023
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 07, 2023 regarding BBB Case number ******** complaint.

Ms. ********* complaint states she had troubled asking assistance for the service of her phone and would like to have a refund of the last plan she added.

As per investigation, Ms. ********* phone number is no longer active on Page Plus. As per review, her phone was affected by the Voice-over LTE (VoLTE) Migration to which her phone is no longer compatible to the network. Nevertheless, we have laid-out offers for ******************** to continue enjoying her Page Plus service.

We have also review her service history and found out that she wasnt able to use the last plan added to her phone number. With this, ******************** is eligible for a refund however, we need to speak with her since we can only process her request, 30 days from the time the plan was purchased.

We made multiple attempts to reach ******************** on dates; 01/12/2023, 01/13/2023, 01/17/2023, 01/17/2023 and 01/23/2023 via phone numbers ********** and ********** but we failed to reach her. We made corresponding email communications to her email address ******************** but to no response as well.

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 *********************
Initial Complaint
Date:01/05/2023
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 had PagePlus for about 13 years or more. Well this past Sunday, 1/1/2023, my service started acting strange. I was unable to receive some calls and rexts.On Monday I lost complete service, couldn't make or receive calls and texts. So, I called customer service to fix the issue. While going over troubleshooting options, I was told by a representative that they had been having issues with the network itself. Long story short, I had to speak with someone in a higher position, that could possibly help, but once he couldn't get it working he told me it was my phone. I THINK NOT!!! Its not a coincidence that you are having network issues, but you want to blame it on my phone, it worked fine before. Plus its new. If they don't care about making things right with a valued customer, I will just take my business somewhere else. My plan is still ongoing so, basically they are getting money for something I can't even use!
Business Response
Date: 01/19/2023
Dear *************************,

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

**************** complaint states that she encountered service interruption of her Page Plus number and had not been properly assisted. She would like to have a refund as well.

As per investigation, **************** phone number is no longer active since 1/11/2023. We see documentations on the account of **************** reporting service interruption on dates January 4 and 5. During this time, we had encountered service disruption that impacted **************** service. The service is already stable and for the inconvenience she encountered, we can replenish the service days the she wasnt able to use.

We spoke with **************** on January 18, 2023 at 3:25 PM EST through phone number **********. We informed **************** our resolution however, she had already ported out her number and is already active with a different service provider. **************** would like to have a refund instead. We informed **************** that her request will not be granted. As per our Terms and condition, Page Plus Plans have no cash value and are non-refundable or transferable to another account and No refunds or discounts will be given for unused Service that expires after your Service End Date;

Please refer to email reference number Ticket Number 1270165673.

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: 01/20/2023

Complaint: 18693869

I am rejecting this response because:I was without service since 1/1/2023, with Page Plus. I didn't change carriers until 1/10/2023, when I was still unable to get service. The representatives gave me the impression things on my end were the issue, but a supervisor, finally explained that it was the towers and he had no idea when the would be working. I paid for a month of service which I didn't receive and I feel it's unfair for them to brush it off as nothing. I've had service with Page Plus for almost 14 years, and I should be treated as a valued customer. You just can't tell a person to deal with and brush them off. So, I paid for a service I couldn't use, because of issues on their end, and I want what's due to me.

Sincerely,

*************************
Business Response
Date: 02/21/2023

Dear *************************,

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

We have received and reviewed your Better Business Bureau (BBB) complaint and apologize for the inconvenience you have experienced with our services.   Per the Page Plus Terms and Conditions, available on the Page Plus website, service plan purchases are non-refundable*, see below.

*TERMINATION OF SERVICE
Either party may terminate this Agreement at any time. Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so. Each time you activate your Service you agree that you are consenting to the latest Page Plus Terms and Conditions of ************** *********** which remains unused at the time of termination cannot be refunded or transferred to another person

For questions or concerns, BBB response agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********. as a reference.

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

**************************** | Executive Resolution Specialist | **********************. | ******************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:01/05/2023
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 canceled my service with page plus back in July 2022. When I canceled I was told over the phone that the service was canceled and my account was closed. For the past 6 months I have been being charged by page plus for a phone that was shutoff/canceled. I have been dealing h with thier customer support and all they do is transfer me to another person and one have to start all over again with my problem. I was originally told that since I set it up as auto pay they couldn't cancel payment and that I would have to log in to my account to do that. I attempted to log in and I was not able to. I attempted to reset my password and they wouldn't send me a email to do this. I called again today, I was told that my number was no good and the account was suspended, I told them that I had the phone shut off in July but they have still been charging me. The person on the phone reset my password and I was able to log it. On my account it verified that they had been charging g me for the past 6 months for service. The person on the phone did verify that the number was no longer good but I still.had service with them?? That made no sense. I topd them that i had not been ******* email confirmations about the charges on mu account. They ***** not.give me an answer. I was then transfered to another person who I was told was the refund department , nope not true. I had to go back over everything again, this person was able to see that I had been charged but they would have to transfer me to get my refund. They transfered me again, still no help, not the refund department. This person asked for the order number for each charge, which I had from their website account. Each number I gave the person said that the order number was already used?? They said that the account was closed so they couldn't see it. I told them I just wanted a refund for the moths I was charged after the service was canceled. They again said they now couldn't. I was told I should call my bank about it.
Business Response
Date: 01/19/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 5, 2023, regarding BBB number ******** complaint.

Mr. ****** complaint states that he had already deactivated his Page Plus phone number since June of last year however, he is still being charge for the service.

As per investigation, we were able to locate an account that is associated to Mr. ******* The account is active; we were able to locate charges for the auto-refill that spanned for the last 6months. Surprisingly, the account doesnt have any usage of the service as well.

With this, we need to speak with ************** to verify if the information that we were able to gather from our investigation is Mr. ****** concerned number. Once verify, we can then process his refund request.

We made multiple attempts to reach ************** through phone number ********** and ********** through dates; 01/10/2023, 01/11/2023, 01/13/2023, 01/16/2023 and 01/19/2023 but we failed to get hold of him. Nevertheless, we were able to exchange communication with ************** through his email address *********************** On our last communication, we assured him that we can cater his concern, In addition to that we need to speak with him from a different phone number.
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 5084455

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: 01/23/2023

Complaint: 18688905

I am rejecting this response because: every time they supposedly attempted to call me they would send an email right after there so called attempt. I never received a call from page plus, a missed call or even a voicemail. Thier email would state that the line was busy. It's not a land line, it's a cell phone number. I don't even have a land line. Also I attempted twice to contact them after receiving their email. I would be told they they would have to call me back and i could not speak to an agent. This it to look like they are attempting to dfix their issue.
I filed a complaint with my back and they are going after page plus with their leagl department. I feel that should be handed over to the federal fraud department, if this has happened to me, how many other people do they just take money from hoping they don't catch it.

Sincerely,

***********************
Business Response
Date: 03/01/2023
Dear ***********************,

This is in response to the January 23, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank You for the addition feedback about the refund request for recurring charges. We apologize for the difficulties that you encountered with the process.

Research into our billing systems, did locate and active line that is enrolled in Autopay. To end the charges, the line will need to be deenrolled. This can be done after the account has been authenticated. Or as your most recent response, your bank should be able to assist you, in cases of fraud.

Airtime is non-refundable, please refer to the Page Plus Terms.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our BBB response representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:01/02/2023
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 a long term customer of ********************** Wireless. I wanted to upgrade my existing phone, so I ordered one for $199.00 through Page Plus directly so I would be assured that it would be compatible with their service. I proceeded to activate it and they said it was not compatible. I need to return it for a refund so I contacted Page Plus multiple times and NOBODY can find the order number. Corporate headquarters can't even find it! Super frustrating since I have all the paperwork in front of me and have been charged for something that doesn't work and was through no fault of my own. Order #PP_53904. Any help would be greatly appreciated!!!!! **************** #**************
Business Response
Date: 01/09/2023
Dear ******, *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 3, 2023, regarding BBB Case number ******** complaint.

Mr. ****** complaint states that he ordered a phone directly through PagePlus in the amount of $199. However he was told that the phone is not compatible. He needs to return the phone for a refund, but no one can find his order number. Even corporate headquarter cant find his order number.

We spoke with ************** today, January 5, 2023, 12:28 PM EST at **********. As per conversation he informed us that he was able to figure out his issue. According to him when he purchased the phone online he went first to PagePlus website and unknowingly, he was redirected to a third party PagePlus vendor. He also added that he was able to message the store and they have given him confirmation of his purchase.

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 email reference number ******* or Ticket Number 1269717583.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:12/30/2022
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.
12/21/22 I called Page Plus Cellular because our phone service with them was not working. They offered me a new free phone and processed the order--Order #***_51050. I was to receive a NUU F4L Flip Phone - Black (#N-1-NU-S2801L-CP-BK) Color: Black; Warranty: 1 Years (expires December 22, 2023) and 1 BYOP SIM Card (#N-26-SC-2). The representative took my address and said the order was complete and I would be receiving the package shortly. I checked the tracking of the package and discovered that the rep put the incorrect zip code and the package was returned to sender (Page Plus Cellular, **************************). The tracking is **** **********************. I called Page Plus Cellular multiple times a day and every day this week to get this resolved. I was lied to and told a Page Plus supervisor/rep would call me back, but no one ever called back so I called them, again. I spent multiple hours on the phone with various supervisors (******, ******, ****, ******, Diades, and more). Each time I called, I would get an excuse of why they could not send me another free or replacement phone since it was their error on the incorrect zip code and I never received the original order. Each time I called, there was no resolution. Now, I go into my account and it's been cancelled. I still had money on my plan and now they show I don't have an account. The phone number associated with this Page Plus account is ************. I have never worked with such incompetent "supervisors" and employees and Page Plus should be ashamed to even be in business based on the experiences I've had. They have been deceptive and out right lied to me on multiple occasions throughout this situation. I would like the phone I ordered delivered to my correct address or a replacement phone at no charge since the original order was to be free "in order to continue my service" and I never received it. I would like to warn people to not waste their time with this deceptive company.
Business Response
Date: 01/17/2023
Dear ***,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 30, 2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that she receive the offer for a free phone due to her phone was impacted by migration. She did not receive the free phone since a wrong Zipcode was entered by the representative who assisted her to process the free phone, **** tracking number ********************** for the free phone shows it has been returned to the sender.

******************* was contacted multiple times via phone ********** and email ********************** but we were unsuccessful she has failed to respond to our calls, but we receive an email response from her providing us her available time to call her, but we still failed to reach her.

An escalation was submitted to the upper management to reinstate the offer, once reinstatement has been done ******************** can go to the same link provided for the communication or she can call of our representatives for assistance.

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 1269878880.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 01/17/2023

Complaint: 18664348

I am rejecting this response because this is inaccurate. The part that is untrue is: "******************* was contacted multiple times via phone ********** and email ********************** but we were unsuccessful she has failed to respond to our calls, but we receive an email response from her providing us her available time to call her, but we still failed to reach her."
I don't appreciate the inaccurate information about my lack of responsiveness. The truth is (and I've attached emails) I have been contacted twice by phone from Page Plus Revelita to resolve this issue (on 1/6 at 2:53 PM and on 1/13 at 3:43 PM). Both times, I not only returned the call, but I also replied to all the emails she sent letting me know she called. I have been responsive.
The first time I was called by ******** was January 6, 2023. I missed the call so I returned the call as soon as I was available. When I returned the call, the agent I spoke to was unable to help me. The agent said since she was not with Page Plus, she did not have the tools to assist me, but she would leave a message for Page Plus representative ******** and let her know I called and to call me back. I subsequently received an email from Revelita notifying me she called and I promptly responded with the times I would be available to talk. She did not call me during any of those times (see attached).
Although Revelita never called me back at the times I said I was available, I received an email response on 1/9/23 notifying me she submitted an escalation to our upper management to resolve my issue and would give me an update, once they received a response from them. Since it had been "escalated to upper management", I expected a prompt response.
On 1/9/23, I responded to Revelita's email "Thank you and I look forward to getting an update and resolving this issue!"
On 1/11/2023 at 3:12 PM I received an incoming call from Revelita. I was at work in the middle of conducting a presentation in front of an audience and I was unable to answer the call. I didn't get home until after 6 PM AZ time and know ******** is the only one who can help me so I didn't return the call because she is on EST and I knew she wouldn't be at work.
On 1/12/23 I emailed Revelita (see attached) and said "haven't hard from upper management yet. When can I expect to receive a call from PagePlus upper management? I want to receive a phone and resolve this. I don't like not having a phone or service and I don't want to be ignored! This has been going on since December."
On 1/13/23, Revelita called at 3:43 PM EST, but my husband had a doctor's *********** and I was not able to answer the call. ******** also sent an email and apologized for the delayed response from upper management and indicated she was still waiting for upper management to respond.
On 1/13/23, when we got home from the ***********, I replied to ********'s email (Friday evening) and asked if she was the only one able to help me and when would be a good time for me to call her. I did not receive a response.
On 1/16/23, I called Page Plus management again and asked to speak to Revelita. The agent couldn't help and said she would message Revelita and to expect a call back that day. I waited all day since I had the day off work and was available to talk and did not receive a call back from Revelita.
Today, 1/17/23, I received the BBB email with the Page Plus response. I immediately read it and called Page Plus at 12:21 PM. I spoke to ****** and he said he messaged ********, but she was helping someone else and she would call me back. I haven't received a call back yet and still waiting.
The part of Page Plus' response that is inaccurate and bothers me the most since it's not true is "she (me the customer) has failed to respond to our calls, but we receive an email response from her providing us her available time to call her, but we still failed to reach her." I've attached all of the email responses. I also have phone records of all the times I called Page Plus back to speak to Revelita to get this resolved.
As of today, 1/17/23, I have not heard from upper management and my issue has not been resolved. I am very disappointed and still waiting for a response from upper management.
Sincerely,

***********************
Business Response
Date: 02/17/2023
Dear ***********************,

This is in response to the January 19, 2023, rebuttal to Better Business Bureau complaint #********.

Per our conversation, the account has been updated, and once the activation completes, the line should be working. The total number of minutes will need to be further confirmed on the back end and may take up to 72 hours.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number ********** as a reference.

Dear ***********************,

This is in response to the January 19, 2023, rebuttal to Better Business Bureau complaint #********.

Per our conversation, the account has been updated, minutes were added and the ***** was reactivated with the carrier.The total number of minutes will need to be further confirmed on the back end and may take up to 72 hours.

You were provided with my contact information, and you should get a call back to check the line with the carrier, if the activation fails.
Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | *********************** | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:12/28/2022
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.
11/17/2022 My phone service automatically refilled with Page Plus Cellular for $29.95. On 11/27/2022 I attempted to upgrade my phone with Page Plus, after 8 phone calls and being on the phone for five hours, they were unable to provide service for my new unlocked ****** Pixel 7 purchased from ******. They just passed me from agent to agent and kept telling me to wait. I supposedly spoke with their tech department as well as a supervisor. At this point I decided to switch carriers to ********* prepaid service. After several attempts to sign up with ******* online, flagged as fraud by our bank, used a different bank card that finally went through, ******* voided the transaction. I called them and completed the transaction over the phone. They proceeded to send me a new SIM card for my phone. The Sim card was received 11/30/22. I put the card in my phone and it stated it could not activate my service. I had to call *******, got through to the port department to port my phone number and was told it could take up to 24 hours. After waiting four hours, the system said that my service with Page Plus was not active and could not be ported to *******. I checked my online account with Page Plus which shows that they deactivated my service on 11/27/22 which is the date that they attempted to activate my new phone. Apparently, someone with Page Plus cancelled my service contract EARLY without my knowledge or consent. I called Page Plus and the person I spoke with, explained the situation to her, she stated that she REINSTATED my account. I checked online and it had not been done. I asked to speak with a supervisor and that person would not talk about my account claiming that I had an incorrect PIN which was the same one I had been using all along. I called ******* back and am now dealing with trying to change my phone # that is associated with all ********* accounts, social media, my BANK, E-commerce websites, ETC. I am frustrated beyond words.
Customer Answer
Date: 12/18/2022
I have not heard from the business in response to my complaint. In Fact, I had to call them again today because they charged my bank account for the phone service under an alleged "automatic renewal". What I found out today after being on the phone with them for an hour, there is absolutely no notes on that account regarding my calls during the week after November 27th. Apparently they have erased everything and re-activated that phone service. I have informed them that I took screen shots of my account due to the in-activation of that phone number on November 27th, and have proof of what was done. I took screen shots of that account again today which shows the active phone service but interestingly there is no active "automatic renewal" on that account in which I have also taken a screen shot of. I asked them to look at the phone history to verify I have not used that phone number. They refused to provide a refund for this service of $29.80. We did not receive an email regarding this transaction and did not receive a transaction # which is their standard of practice. I informed them I no longer have the phone or the sim card. I have informed them that I was forced to change provider's and my phone #. I called them back and cancelled the service as of today with "*****" employee ID#******. I specifically asked him to make sure it was cancelled and asked if I was going to have to call back again after this. He stated it was cancelled and would not be able to offer a refund because it was an "active" service. I feel that now, I am owed two transactions of $29.80 and the countless hours of aggravation having to deal with this. Tomorrow, we will have to print out our evidence and go into our bank to dispute the transaction and any future transactions that *** arise with this company. I have removed everything from the online account that I could, however, they do not allow you to change your bank account information and tell you they don't have the ability to do that over the phone.

Business Response
Date: 01/10/2023

Dear *******************************, :

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 28/2022, regarding BBB Case number ******** complaint.

Ms.********** complaint states that she attempted activating her unlock phone to Page Plus, however they were unable to provide service to her phone.

We spoke with ********************** on December 30, 2022, 10:44 AM EST at **********. As per conversation, she requested for a refund for the $29.80 plan that was added to her new phone, but the phone didnt work. She told us that her bank already voided her card that she used to add service to her phone due to fraud, so she wants the refund to be processed through check. We informed her that we will process the refund. However, upon management review, we can only process the refund to the card that she used to add service.

We attempted to callback ********************** multiple via phone number ********** and email ************************* but we were unsuccessful, she has failed to respond to our calls and emails.

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 1269329322.

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

Sincerely,

Executive *********************
Customer Answer
Date: 01/11/2023

Complaint: 18486271

I am rejecting this response because: They advised they would refund our money via check but then decided they will only refund the money to the bank card. Our Bank has voided the card that Page Plus used to fraudulently remove funds from our account. I will NOT give this business my banking information. I am tired of their games. They can deal with my bank regarding the fraudulent charge. I have submitted 15 exhibited documents to prove the transaction was fraudulent.

Sincerely,

*******************************
Business Response
Date: 02/07/2023
Dear *******************************,

This is in response to the January 11, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank You for contacting us about the credit for the purchase. We apologize for any difficulties that you encountered.

Most credits to a closed card will process. 'The card issuing bank will allow the refund to process and accept the funds. If the cardholder has the same card issuer and bank account, then funds will be successfully credited to that account.' In the event that a credit card was canceled due to theft or loss. If the account is still open under a new card number, the refund from the merchant will be credited back to the new card.' Please provide additional information for research into the credit. We will need the last four digits of the car, the date of the purchase and the phone number to which the purchase was added.

A check of the number ending in ****, confirms theta chargeback was also processed.

Customer generated actions in the form of chargebacks with the credit card provider who will determine if the funds will be returned to you. When a chargeback is requested, we allow the bank process to complete, we do not process credits in these cases. The financial institution will contact our ********************* with the results.. Please refer to the Page Plus Terms and Conditions, which are available on the Page Pluss Website. Note: charge back that a customer processes can result in the restriction of credit card use in the future.

If further assistance is needed agents are available to assist with the complaint. by calling ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | **********************. | ****************************************************** | ****************************** | *************** | Ext. 6142
Initial Complaint
Date:12/27/2022
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 a loyal customer of ********************** Cellular for many years and have gotten others to switch over to it. On 12/20/22, 3 of my 5 phone lines were due for renewal as can be seen in the attachment. At 2 a.m. on 12/17/22, the credit card pulled the payment for the next payment due for those 3 lines as you can see in the attachment. Later on the 17th, I switched 2 of those lines to **** and cancelled auto-bill and called in to request a refund on all three lines. They claim to be processing the one line I hadn't yet switched but when it came to the other lines, they claimed they had zero record of anything - in fact looking up the *** #, claimed it had never been on their network, therefore they could not give me a refund. They absolutely refused to do that or transfer me to a manager. I called back later with the same results, asking for a manager, which they also refused until about the 60th time asking. The manager told me the same thing and after talking a while, claimed she would be fired if she did that. So, I cancelled before the PagePlus cellular cycle date when my payment was actually due, yet they refuse to give me my money back ($29.77 x 2 - assuming I actually get the third payment refunded eventually - which they told me would be around 6 weeks or so). I dont believe it is fair of them to keep my money for nothing especially after wasting 2 hours of my time trying to get my refund, and after many years of loyal service - so I would like a refund issued to me. For an account, they go by cell #s, but since I have since moved all remaining phones from there, they don't seem to have any record of anything if you call in. I'm not sure how a business can immediately purge every bit of information from their system the instant the cell# gets ported to another company, because that seems to exactly be the case based on trying to talk to a support person and they can't find ANYTHING to refer to.
Business Response
Date: 01/10/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 28, 2022, regarding BBB Case number ******** complaint.

****************** complaint states that he wants a refund on the charged he had on 12/17/2022. He mentioned he had 3 lines with Page Plus and on the same date he was charge he requested those phone numbers to be port out.

We spoke with ********************* on January 5, 2023, 2:03 PM EST at ************. We were able to check the three charges. We processed a refund request for $29.95 on each phone number. We also informed ****************** that the refund request *** take 3-5 business days to be complete. Depending on his bank it *** take up to 30 business days.

Upon review, it shows that ****************** phone numbers is no longer active in the system. In addition, each phone number was charged on December 17, 2022 with the amount of $29.95. As per our records, each charge has an order number of ********, ******** and 29692425.

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 1269810051.

Thank you for choosing Page Plus.

Sincerely,

Executive *********************
Initial Complaint
Date:12/19/2022
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.
I received a few texts and e-mails alerting me that my 3G/non-VoLTE network phone and SIM card I rely on is being shut down on 12/31/22. They said they have a free phone replacement if I call that is compatible. I ordered a phone that will be delivered on 12/23/22, which is 8 days before the VoLTE network kicks in. On 12/17/22, they shut down my service with no forewarning that they are switching networks earlier than proposed! I can't make or receive calls or texts and I had $3.88 worth of minutes left that I can't use. I called Page Plus on 12/18/22, and they said there is nothing they can do until I get the new phone. So, the minutes I have paid for in advance I can't even use! Very deceitful leading me to believe I had to the 31st of December to make the switch. When I called again to see how much time was left the recording said I had $3.88 left. If you call my cell # at ************, you will hear a message stating my number was either changed, disconnected, or no longer in service. This will prove I have no service that I bought and paid for. I will send you 2 e-mails and a text that will verify that I have until 12/31/22, to make the switch. The two e-mails also has a count down when my service will be switched as of 12/18/22, in the afternoon, when I screen shot the e-mails. I also have videos of my time left on the system and my conversation with customer service. I will see if I can upload them, if not, you still have the 3 pics verifying when my service was supposed to shut down. At this point I'm looking for a refund of $3.88, because I have no service that I paid for, and I am inconvenienced unnecessarily and have no phone that I can use in emergencies.
Business Response
Date: 12/21/2022
Dear ************; ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 20, 2022, regarding BBB Case number ******** complaint.

********************** complaint states that he received texts and email that his 3G Non VoLTE will shut down on 12/31/2022. But his phone was shut off early on December 17, 2022 without forewarning. He is asking for a refund for the$3.88 minutes balance in his old phone.

We spoke with ******************** today, December 20, 2022, 4:36 PM EST at **********. As per conversation, we informed him that we cannot issue a refund, however we can transfer his minutes balance from the his old phone to a new phone. However he insisted for a refund and mentioned that he will file a complaint again to BBB.

As we investigate, ********************** phone was impacted by migration.

If ******************** should still require assistance, he can contact ************** enter PIN with ****. 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 1268657799.

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 12/22/2022

Complaint: 18612723

I am rejecting this response because: I have read their response and I am very dissatisfied with their answer. What they had offered me already existed before I filed a complaint with your office. It was a known fact between the parties that when I received my new compatible cell, the transfer of minutes would be carried over and my service would be reinstated, but what they failed to address was why my service was shut down two weeks early and they knew I wouldn't be able to use my existing phone, that's where the deceitfulness and the problem lies that lead me to file this complaint. I had until 12/31/22, to make the transition and they shut me down on the 17th. They offered nothing in the way of my refund of $3.88 of minutes I can't use, and nothing for all the aggravation and no use of my phone since the 17th. The only fair and just resolution would be to reimburse me for minutes I paid for in advance. There is one inaccurate statement that was made in their response-that I would file a complaint again to the BBB if a refund wasn't provided. I told them I would be filing a complaint with the ** ************************* if this case wasn't resolved. I have been a loyal customer with them for over 9 years. That is not the way I should have been treated. I enclosed another picture of how much time I had left to make the switch before the new system kicks in.

Sincerely,

******************************************
Business Response
Date: 01/12/2023
Dear ************; ********,

This is in response to the December 22, 2022, rebuttal to Better Business Bureau complaint # ********.

********************, we apologize for the issues encounter with customer service. We regret that your service was deactivated prior to the deadline that we provided. The owner of the line provided an estimate of the shutdown of non-volte phones, we apologize that the access was ended early.

Per the terms of service for Page Plus, service interruptions may occur to carrier changes or updates, and airtime or remaining service is not refundable. The Terms are available in their entirety on the Page Plus website.

Please contact one of our Safelink Supervisors for assistance with the enrollment. They can be reached at ***************; Ext. ****. Or you can go to Safelink.com to check the status of your enrollment, and reapply, if necessary.

If further assistance is needed, you can contact me directly. Additional agents are available to assist with the complaint. by calling ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****
Customer Answer
Date: 01/18/2023
In Page Plus's response, on the 2nd paragraph on 1-12-23, it claims: "The owner of the line provided an estimate of the shutdown of non-volte phones, and we apologize that the access was ended early". At least they admitted the service ended early, but for them to say that the owner of the line provided an estimate of the shutdown is erroneous to say
the least. I invite you to go back and examine the pics I had sent you regarding this matter. The text picture I sent you says: "Starting December 31, 2022, the underlying network will begin shutting down"... It does not say, the estimated time or about that time. The screen shot picture I sent you even gave me a count down when my service was going to be

deactivated on Dec. 31st. Page Plus not only deceived me to think that I had until Dec. 31st but are now attempting to deceive you, The Better Business Bureau, into thinking that the Dec. 31st date was an estimate. That should tell you a lot about that company!

Those terms of agreement they are relying on to bolster their case would be thrown out of court, if it ever reached that platform, because of its unscrupulous and mendacious

properties. Doing business in bad faith usually has a gloomy or disappointing ending. This wasn't a service interruption; it was a promise based on untruthful facts.
Business Response
Date: 01/18/2023
Dear ************; ********,

This is in response to the January 18, 2022, rebuttal to Better Business Bureau complaint # ********.

********************, Thank You for the additional comments and feed back. We appreciate the points you have presented. Also Management of the issues that you and other customers encounter, when these try of changes occur. We try to inform our customers when we receive notice and apologize that the network has been disabled.

With the response provided and the reference to the Terms and Conditions, we are closing this complaint. No other actions can be taken on this complaint

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. 6142

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