Complaints

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

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• 

  Page Plus

  9700 NW 112th Ave Medley, FL 33178-1353

• 

  Page Plus Wireless

  3380 Green Park Cir Charlotte, NC 28217-2867

• 

  Page Plus Wireless

  715 E Franklin St Ste A Monroe, NC 28112-5705

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:11/30/2022

  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.

  While in the process of trying to port my phone number from Page Plus over to another carrier, Page Plus closed my account without my permission, and without notifying me, even though my account was current and I had paid for another month of service with them. I did not request that my account be closed. This caused me to have to accept a new phone number from the new carrier which was a major inconvenience, as I still have not been able to notify everyone who has had my old phone number for the past 10+ years. I not only had this inconvenience, but they stole the $39 that I paid for the upcoming month of service that I did not receive.

  Business Response

  Date: 12/13/2022

  Dear **************************:
  
   We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 1, 2022, regarding BBB Case number ******** complaint.  
          
   ****************** complaint states his account was closed after requesting to port his number to a different carrier and request refund for the last charges on the plan as well.
  
   We were able to locate the account using the email address ****************** had provided. As per investigation, Mr. ******** phone number is no longer active in our system as of December 8. We *********** on the history of the phone number and it shows that it was ported out from our service on November 16 with reference number RSSPOUT36091236360111620220003. From there, we were able to locate as well, a charges associated on the phone number. Having this all information, we need to speak with ****************** for verification.  
  
  We made several attempts to reach ****************** through phone numbers ********** and ********** within the dates; 12/06/2022, 12/07/2022, 12/08/2022, 12/09/2022 and lastly on 12/13/2022 but we failed to reach him. We made corresponding email communications as well through his email address ******************  however, he isnt very responsive as well.
  
   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 5071498 
  
  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: 12/14/2022

   
  Complaint: 18486952
  
  I am rejecting this response because:

  I never received any phone calls from this company or it's representatives on any of those dates. I never got notifications on my phone that I missed a phone call, nor did I receive any voicemails to that effect. I did receive emails, and upon following the instructions (called the phone number provided, and gave the ** rep the pin number and additional information), I was told that they could not help me and that I had to speak directly with the person handling the case. I do not believe that this company has actually attempted to call me, or to resolve this issue.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/28/2022

  Dear ************************
  
  This is in response to the December14 , 2022, rebuttal to  Better Business Bureau complaint # ********.  
   
  Thank you for contacting us about the service purchase that you were not able to use. A check of our credit card planform located an associated purchase, and it has been sent to the credit card department to determine if a credit can be processed, as a one time courtesy. The number must be active, and remain active for a port to be sucessful. Our system indicates that the port did not complete due to the inactive status of the line. Airtime purchases are not refundable, especially in cases of porting out the number.
  
  Please allow up to 72 hours for the results of the escalation, and if approved, up to 30 days for a credit.
  
  If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.  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: 12/29/2022

   
  Complaint: 18486952
  
  I am rejecting this response because:
  

  After wasting another hour on the phone with a representative of the company, they could not find any records of anything regarding my account, so I will not be able to get a refund of my money. If they hadn't closed my account in the first place none of this would be an issue.
  Sincerely,
  
  *************************

  Business Response

  Date: 01/05/2023

  Dear ***********************,
  
  This is in response to the December14 , 2022, rebuttal to  Better Business Bureau complaint # ********.  
   
  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. Fialed Transactions may result in Credit Card holds, but the funds are eventually returned to the card.
  
  With the above results we are closing this complaint. Please contact the financial instruction if you need further assistance with questions about charges on the credit card
  
  Thank you for choosing Page Plus to provide cellular service.
  
  ************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair 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 purchased an unlocked iPhone 7 Plus phone a few years ago and used Page Plus Wireless only. I am leaving page plus wireless and going to a different carrier and page plus put a sim lock on my phone. They are denying it. I clearly have a sim lock and Apple can see the sim lock on their end. Page plus refuses to allow my calls to transfer to a supervisor and they are not removing the sim lock saying they cant even lock them. Either they unlock it or they need to send me an unlocked iPhone 7 Plus.

  Business Response

  Date: 12/07/2022

  Dear ******, *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 23, 2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that : Customer complaints states that she purchased an unlocked IPhone 7 plus few years ago and used Page Plus as his service provider. Now she is going to another carrier  but PagePlus put a sim lock on his phone and they are denying it
  
  **************** was contacted on December 7 , 2022, 12:36 PM EST at **********. She confirmed to us that her has been successfully unlocked.
  
  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 ********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing PagePlus.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 12/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It took an extra week to unlock, but finally it is done.  Thank you for the assist. It would be nice if their customer service would allow escalation with in their center. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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 cellular service with Page Plus Cellular. I'm on a automatic monthly payment plan and my bill is automatically paid with my credit card each month on the 17th. My credit card was charged on 11/17/2022 and my cell service was cutoff on the afternoon of 11/21/2022 for according to Page Plus lack of payment. I had A-Z Wireless the outside business that helped me get my account with Page Plus contact Page Plus to find out why I my service was stopped when my account shows I'm paid in full. They could not answer the question and could not turn my cell service back on. The A-Z Wireless salesman stated that I'm one of several of their customers this issue has now happened to in the last month. Because my cell phone is the only phone I use for business and personal use I had to switch to another carrier immediately. Page Plus is ripping off their customers while it seems like they are going out of business. Their customer service is no help and doesn't have a clue as to what is going on.There is no warning that they are having problems or that a customer in good standing has their service cut for no reason. This company needs to be investigated for the way they are conducting business.

  Business Response

  Date: 11/29/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/22/2022 regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint states that he is having a service issue and thus wanted to have a full refund for the 2 service plans he purchased.
  
  We spoke, with ****************** today, November 29, 2022 at around 12:59 PM EST, via phone number **********.During our conversation, we informed him that the Page Plus refund has been partially provided to the amount of $17.99.  The refund processed should have based on his Page Plus account and therefore, we could not provide any amount of full refund for his previous credit charged as it is not necessary since the previous transaction is only good for a partial refund.  He agreed for the information we provided.
  
  
  If Peacock 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 *******, and *******, or Ticket Number 1267194678.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18449069
  
  I am rejecting this response because: First of all I didn't have two service plans with Page Plus just one, for Page Plus to have been paid for a whole month by auto pay for MY ONE SERVICE PLAN, on the 18th and then on the 21st just shut off my service for lack of payment causing me to cancel because their customer service could do nothing about the problem restoring my service resulting in me having to in a rush get a different cell service provider because I needed phone service as fast as possible.

  While I appreciate the partial refund provided they are going to charge me $20 for two and a half days of service, I could understand if the refund was pro-rated for the month paid but that didn't happen. This isn't about the money it's about what they did and causing me to lose cell service at a very important time for me personally. The only way I could give a response to their response here with the BBB was to reject their response. I want people who may read this complaint to see what type of company Page Plus is and how they treat their customers. I don't expect anything more from them.
  
  Sincerely,
  
  *********************;

• Initial Complaint

  Date:11/04/2022

  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.

  Hi, I was a page plus user for over a year and a half if not more. i was on the 30$ no contract monthly plan. My device I used is a ** tracphone the imei is ***************. My phone number is **********. 4 digit security pin ****. I wanted to move over to Red pocket because of a benefit with international minutes. I confirmed with Red pocket that my device is compatible and confirmed that it is unlocked via the page plus website. On Wednesday November 2nd I ported my number to red pocket. The port was successful by Thursday morning however the phone was saying invalid sim. After a long conversation with red pocket and much troubleshooting, they concluded that the device must still be locked. I then called page plus and my phone number was not anymore in the system and the imei of the phone doesn't help them either unless I first activate a plan it's considering it a new device currently. They couldn't confirmed weather if it's already unlocked. After a number of transfers they transferred me to tracphone unlocking department that confirmed that it's still locked however all unlocking of page plus devices can only be through page plus and they can't unlock it. I called back page plus and had no success I went from agent to agent. They claim they don't have the "tools" to unlock it being that it's inactive. this is very frustrating and seems like just a tactic to keep customers by giving them an unjustly hard time. I still have my old page plus sim card if that helps prove that the device was in use for over a year and change. I have my credit card statements as well if necessary.

  Business Response

  Date: 11/21/2022

  Dear *****************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 4, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******* complaint states that he was refused to assisted by Page Plus cellular for unlocking the phone.
  
  As per investigation, the device **************** requested to be unlock was deactivated on 11/12/2022. We check further on our database and it shows that the phone had been active since September 10, 2021. As per Page Plus Terms and condition, the device must be active on Page Plus cellular for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months for it to be eligible for free unlocking. With this, Mr. ******* phone is eligible to be unlock. With the help of our unlocking department, a ticket was created on November 15 to unlock the phone. Instructions and codes was sent to customers email address to which he needs to follow to successfully unlock the device.
  
  We were able to speak with **************** on November 15, 2022 at 03:00 PM EST via phone number ********** and was able to gather pertinent information for the creation of the ticket. On November 17, 2022, we receive a response from him through one of our email communication to his email address ******************** stating that the device is successfully unlock and can be ready to be used on his preferred new service provider.
  
  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 *******
  
  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:11/01/2022

  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.

  Paid initial $32.23 via phone call to rejoin PagePlus on 10/9/22. All good w service. Then tried to enroll in 'auto fill' on line via website. Was charged $32.23 10/11 & 10/14. Total of 3 now. Was transferred many times on trying to get a refund. Nothing. Was charged $29.10 for auto fill. Chatted via Page Plus website. We call you back for refund. No call.

  Business Response

  Date: 11/04/2022

  Dear **********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 1, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******* complaint states that he paid $32.23 on 10/9/2022 to reactivate his PagePlus service. Then he enrolled his account to Autopay for a monthly charge of $29.10. But he was charged $32.23 on 10/11/2022 and 10/14/2022, he called PagePlus customer service and requested for a refund for the 2 charges, but no one was able to address his concern
  
  We spoke with **************** today, November 4, 2022 11:15 AM EST at **********. He was able to verify his account, and we proceed to process the refund.
  
  As per review, the account is enrolled in Autopay, the 2 PIN added on 10/11/2022 and 10/14/2022 was active in the 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 email reference number ******* or Ticket Number 1265892723.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Pageplus.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 11/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/31/2022

  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 tried to get service with this company after I received my sim card from this company. On 10/26/2022, I spoke with several reps that couldn't assist me with activating the phone I had due to it being locked. The rep which was a female took my card information and charged me for I plan I requested that totaled up to $63.74. I did call back the same day after I got off from work and spoke with someone after telling them the situation. I was transferred to the refund the department and spoke with a gentleman that stated that my refund was processed and I still haven't received my refund. When the rep took my card number the phone she didn't give me a cell number assigned to the sim card number I had given her over the phone and I keep explaining this to every rep I talk to and I did advise them that the only I could give them was the sim card number. I have a charge on my bank on for $63.74 andI have proof of the purchase of the sim card as well. The guy in the refund department really was rude and I got upset and I said things I shouldn't have because of how he talked to me. All I'm asking is that I be refunded even if I have to get my bank involved. Ain't no money free and I just want my money back. I can provide the charge on my bank statement as well as the receipt for the sim card.

  Business Response

  Date: 11/07/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/01/2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******************** complaint states that she is having a service issue with us and is requesting for a $63.74 refund.
  
  Prior to calling, ****************, as per review, based on the provided phone number, the account is not active in our system and there is no associated credit card number on file for refund. Thus, we need to speak with **************** for further details and account authentication for security purpose. We could have provided her further options if we reached her.
  
  
  We attempted to call **************** multiple times since November 1, 2022, November 2, 2022, November 3, 2022, November 4, 2022 and today, November 7, 2022 at around 7:21 PM EST, 10:06 AM EST, 10:54 AM EST, 10:10 AM EST and 11:35 AM EST via phone number **********, however, our calls were routed to the same voicemail. Thus, we sent her emails through her email address *********************** We did not get any email response from her.
  
  If *********************** should still require assistance, she can contact ************** enter PIN ****. Our hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number *******, *******, *******, *******, and ******* or Ticket Number 1266110615.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18339796
  
  I am rejecting this response because:
  Ive been waiting on a call back from 3 days ago and no one has called me. Cant nobody seem to believe me and page plus has taken my money. Im a honest US Army veteran with a good conduct medal. I never thought I would get the runaround about my own money and they never given me a phone number from which I was trying to signup but was never given anything but they took my money and I will be disputing this with my bank and contacting the media to prove my innocence in this matter. The guy got my SIM card number and never called me back. I dont have free money to give when we as Americans can barely survive in this day and time. I just want my refund back. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/07/2022

  Dear ***********************,
  
  This is in response to the November 9, 2022, rebuttal to  Better Business Bureau complaint # ********.  
   
  Thank you for the additional response about  charges to your credit card. A recent check of our billing platform was unable to locate the disputed charges in our system, using the contact information provided in this complaint.
  
  In order to complete further research into this issue, please contact us directly to provide more information, such as the phone number or the **** of the phone that the charges are related to or the credit card information can be used to locate the charges. You can also contact the financial institution to determine if the charges did complete. The screen shot depicts pending charges, which mean that the transaction may not have completed, and resulted in a temporary hold. If a hold was performed, the funds should already been returned. Please note that if you were using a third party (Not the Page Plus Website) to make this purchase, you will need to contact them directly for assistance..
  
  If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** 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. ****

• Initial Complaint

  Date:10/15/2022

  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 purchased a Tracfone two months ago. The phone is not working at all. When I called the company they wanted to send me a text to verify my account. I cannnot receive text messages. Their warranty says they will replace up to a year. They will not let me verify any other way. I simply would like a replacement.

  Business Response

  Date: 10/21/2022

  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 18, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. *********** complaint states that he was refused to a replacement phone after he failed to authenticate the account.
  
  As per investigation, the devices screen does not show any display adding also that ************************ cannot hear any audio from the phone. ************************ was able to authenticate the account and we were able to follow the appropriate procedure to fix the issue however, all ways failed. Thus, we created a replacement ticket ********** for a replacement phone. ************************ will receive the replacement with-in the next 3 to 5 business day. Once received, he will need to contact our customer care hotline so we can have his desired phone number and service activated to the new phone.
  
  We were able to spoke with ************************ on one of our call attempts on October 19, 2022 via phone number ********** to which the ticket was created. ************************
  Was informed about the procedure for the ticket and the time-frame when he will be receiving the phone.
  
  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.
  
  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:09/27/2022

  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.

  Attempt to change cell phone carrier from **** mobile to Page Plus. Both are monthly prepaid plans. Purchased a plan over the phone and paid for it , representative said phone number would port over in a " couple of hours" waited, phone number did not transfer and page Plus phone did not work. Called back page Plus, got different representative, gave them info they transferred to a " specialist" who said there was no record of payment. Said we needed to repay. When credit card bill came we saw we were charged twice one charge for each day we called about problem. Since the tried repeatedly to get extra charge refunded. Each time speak to new representative and explain all over again. With each call are told something different - will look into it, refund will come etc with no resolution. finally opened a dispute with credit card company and page Plus retaliated by suspending account

  Business Response

  Date: 10/07/2022

  Dear ******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 27, 2022, regarding BBB Case number ******** complaint. 
  
  Ms. ******* complaint states that she has tried to port her phone number to another carrier but she was unsuccessful. Asking for a refund since she was twice charged even though the phone number was not ported successfully. Was informed that theres no record of payment which is the reason why she filed a dispute instead. 
  
  We spoke with Ms. ******** husband ***** on October 6, 2022 via phone number **********. He informed us that they have filed a dispute on one of the charges and is trying to get the other charge refunded. They would like to get a monetary compensation because of the inconvenience they experienced. Informed him that we cannot process any monetary compensation but what we can do is process the refund on the second charged. We processed the refund successfully and provided 3-5 business days turnaround time depending on their bank it may take up to 30 days.
  
  Upon review, Ms. ******* account is no longer active in the system. It got suspended due to due to credit card charge dispute they processed. Was able to checked the second charged with order number ******** for the amount of $30.04. It was processed on September 21, 2022. Hence, account was refunded.
  
  If Ms. ******* should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday 9:00 AM 7:00 PM EST.
  
  Please refer to e-mail reference number ******* or Ticket Number 1264164621.
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing PagePlus Cellular.
                                                                                                                                                                        
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:09/12/2022

  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.

  Called to set up service.. Page plus stated the phone was compatible took the payment for $61.95 I Berber received a phone number but they had me to put the *** card in the phone. The service never worked. I requested a refund the same day of 8/25/22. I was told it would be process. After 7 days I called back I was told another request was submitted. It is Sept 12 and still no refund. I provided the *** and *** card number as requested. She told me there was a phone number connected to the phone. When I asked what was the number, she said she could not give it to me so to privacy reasons. A few moments later to get me off the phone she told me the request was processed. I asked to speak to a manager and was told I could not be transferred! I told her I filed a complaint with my bank! I will never use their services because of the lies!

  Business Response

  Date: 09/22/2022

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/12/2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states she hasnt receive any refund she requested since May.
  
  As per investigation, **************** purchased The 55 plan costing $61.45 and used for the activation of a phone. However, device wasnt working and deemed incompatible to be used. **************** then requested for the refund. We confirmed from our specialist that there was no usage made for the Plan from the moment she activated the device. With this, we issued the refund with reference ********. We informed **************** that she will be receiving the refund with-in 3 to 5 business days or 30 banking days for the posting, depending on her bank. 
  
  We have spoken to **************** on our call made on September 22, 2022, 09:34 AM EST at ********** and provided our resolution. **************** agreed with the turn-around time that we provided. 
  
  If Ms. ******* should still require assistance, she 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 5034892
  
  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:09/12/2022

  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 paid for a Tracfone *** KIT at a *********, ** Target store on 8/29/2022 for $3.00 plus the ***** service package that goes with it but the card did not work. I even had the electronics rep. ***** help me hook up the card but we could not do it. When we chatted with the noted link on the package for assistance, they kept saying the card would not work with my device, which is an apple i-phone. I even gave them my IMEI number. We do not understand why such a card would not work with an i-phone! I asked for my money back but TARGET does not return money for *** card purchase and the Tracfone help ***** were rather rude and basically cut me off everytime I tried to chat. There is no phone number to contact them at, only chat link. I find this behavior and customer support appalling, incompetent, unprofessional and fraudulent. The company is obviously deceitful and corrupt, and the ***** at Target later told me (after the purchase, unfortunately) that ******** has a very bad reputation. Had I known that I would have never bought that service. I live overseas (which is why I needed the *** card in the first place) and although I would like to file an international lawsuit against this fraudulent company, I do not have the time or budget to do that, so only ask that the BBB contact them and warn them that further corrupt cases such as these may result in lawsuits and black list Tracfone as a company as fraudulent and corrupt. There is no excuse for this kind of terrible service. They are stealing from the public!!

  Business Response

  Date: 10/04/2022

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2022, regarding BBB ******** complaint.  
          
  ****************** complaint states that he would like for a reimbursement or refund of the *** card and the plan he had purchased for an activation of a phone.
  
  As per investigation, the *** card ****************** used to activate his I-phone is not compatible on our system, further investigation shows the I-phone is purchased by ****************** from *****. Devices that will work on Page Plus is those devices that were marketed for ** telecommunications only.  ****************** as well requested for a refund however it is not eligible as the *** card and plan was purchased at the store. ****************** should request for the refund at the store, this is supported as well under our Terms and conditions. We have suggested ****************** instead that the *** card and Plan can be used to any certified device and once he may return to *************. 
  
   We were only able to communicate with ****************** from September 24 to October 10 through his email address ************************* as we cannot call him through his phone number ********** since he is residing outside *************. 
  
  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 5034888 
  
  Thank you for choosing Page Plus Cellular.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************