Complaints

This profile includes complaints for National Consumer Telecom & Utilities Exchange's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  National Consumer Telecom & Utilities Exchange

  1550 Peachtree Street, Drop 65 Atlanta, GA 30309

• 

  National Consumer Telecom & Utilities Exchange

  PO Box 105398 Atlanta, GA 30348-5398

• 

  National Consumer Telecom & Utilities Exchange

  PO Box 105425 Atlanta, GA 30348-5425

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:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice from Nctue and followed the instructions to call the 866 number to receive a copy of my data report because something negative has been filed against it. When I call and enter the required information it says it can't process my request and I've tried multiple times. I refuse to mail all the *** and sensitive information in order to do a mail request. There is no other number to call.

  Business Response

  Date: 08/25/2023

  On August 25 2023, there was an unsuccessful attempt to contact consumer via phone number provided.  Additionally, an email was sent to the consumer advising the request was successfully processed along with a confirmation number for the request. The consumer was also provided the toll free number for NCTUE.

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 victim of ID theft and per FTC's instruction I attempted to call the number to get a report of my utility history to see if there are more fraudulent accounts in my name. After correctly entering the information requested, I was told there were too many errors and I could not get a report. I refuse to send copies of my personal data through the mail. I cannot belive they want people who have already been victims of identity theft to risk further exposure. I need personalized assistance. I want a report and to place a freeze. The system probably thinks the info I entered is wrong because it has the address from where the scammer opened a utility account in my name. Their info is wrong, the info I entered was correct! There is something wrong with the reasoning here. There needs to be a person available to help for these situations.

  Business Response

  Date: 08/28/2023

  On August 24, 2023 the consumer was contacted on phone number provided on complaint without an answer. The consumer was sent a secure email on August 24, 2023 and August 28, ****************************************************** order for NCTUE to confirm the consumer does not have a data report within NCTUE database. NCTUE is awaiting consumer response to proceed with the consumer request.

  Customer Answer

  Date: 09/01/2023

   
  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.

  I am now in contact directly with the business.

  
  Sincerely,
  
  *************

• Initial Complaint

  Date:07/27/2023

  Type:Product 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.

  This seems to be the only place anyone can obtain information regarding how to get in touch with NCTUE regarding the random letter received in the mail stating negative information on my file. I have now spent hours trying to call NCTUE, searching the internet, checking my credit report, to not find anything. Is someone using my information for their utility bills? Because all of my known accounts are in good standing. This is so concerning and yet no one to contact for help! Automated systems says it cannot process and I am NOT going to mail my personal information! Much less wait weeks to find out if I need to freeze my account. This process is ridiculous. I want to receive my report without waiting for the mail for 3 weeks and potentially having my information swiped while in route. How is this the safe process?!

  Business Response

  Date: 08/25/2023

  On August 25, 2023, consumer was contacted via secure email provided on the complaint. The consumer was notified that the NCTUE request was processed and the confirmation number was provided. The consumer was advised the document will be received in the mail in 7 to 10 business days. The NCTUE toll free direct phone number was also provided for any further assistance. 

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2023

  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 live in ******** and I recently received a letter in the mail notifying me that I may have some negative impacts on my NTCUE Data report. Since I don't have any negative or delinquent accounts, I tried reaching out to the phone number on their website to receive a copy of the report. After giving them my personal information to verify my identity, the phone system says that they can't locate the report and to send in a mail request. I do not feel at all comfortable sending highly sensitive personal identification documents in the mail to I company I'm only just now hearing about. I've tried calling the number multiple times and every time the automated system says they can't find the report and it hangs up. I require assistance from an NCTUE representative.

  Business Response

  Date: 08/28/2023

  On August 25, 2023 the consumer was contacted on phone number provided on the BBB complaint. The Tier 3 agent left a voicemail providing the NCTUE toll free number. The Tier 3 agent also sent the consumer a secure email requesting additional information in order to process request. On August 28, 2023 the consumer responded back to secure email with the requested information. The consumer request was processed and mailed to the consumer. A secure email was sent to the consumer providing the status of the request along with the confirmation number.

• Initial Complaint

  Date:05/31/2023

  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 am a victim of identity theft. Following FTC's guide, recently, I've contacted National Consumer Telecom & Utilities Exchange (NCTUE) for multiple times, to request a copy of my NCTUE disclosure report and place a fraud alert to my file. However, each time when I called the phone numbers listed on NCTUE's website, I was always answered by an automated phone system. There is no option to speak to a representative. Although every time I keyed in my personal information correctly following the system's prompts, at the end, the system always answered that my request could not be completed and instructed me to mail the request. The problem is that, in a mailed request, I am required to include a lot of my ID documents such as a copy of my driver license, a copy of my social security card, and copy of utility bills. For placing a fraud alert, the most recent pay stub or W-2 form may be required as well. These requirements make me very uncomfortable to provide as I have been already a victim of ID theft. I hope ********************** can provide a way to let me speak to their representatives and process my requests accordingly.

  Business Response

  Date: 06/01/2023

  On June 1, 2023 the consumer was contacted on the telephone number provided. NCTUE agent spoke to the consumer regarding the concern. All concerns were addressed. The consumer was provided a confirmation number and advised the document will be received in the mail via ***** The consumer was also provided the NCTUE toll free number. Consumer request was completed on June 1, 2023.

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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.

  Today, 5/30/23, I tried several times to request my NCTUE report by calling the phone number on their website. Each time, I followed the recorded instructions and provided my information. However, each time, the recording said that they are not able to process my request. The recording provided an option to request by mail, but it required me to mail in many pieces of personal information (including photocopies of my SS card and license), which I refuse to do because I am a victim of identity theft, and I don't want to risk further exposure. I want to check my report, then request a freeze on my NCTUE report so no one can fraudulently open any accounts under my name. However, I am concerned that I will run into the same problem experienced by many others here of not receiving a PIN to unfreeze. I require assistance from an NCTUE representative to help me with getting a copy of my report, freezing my report, and providing me with a PIN.

  Business Response

  Date: 06/02/2023

  On May 31, 2023 consumer complaint addressed by the NCTUE agent via secure email. Consumer received an apology for the inconvenience of not being able to access her information to complete the request using NCTUE automated phone system. On May 31, 2023 the consumer was provided NCTUE contact information if further assistance was needed. On June 01, 2023 consumer called in and spoke to the agent regarding the error. The NCTUE agent explained to the consumer some of the reasons why a file may not exist within the NCTUE database in her name. Issue resolved on June 01, 2023

  Customer Answer

  Date: 06/05/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/23/2023

  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.

  Somehow my credit is frozen on this credit bureau and a pin is required to unlock it. I do not have a pin to unlock my credit. I called the number on their website and listened what to do on how to request a new pin. I sent a letter with all of my personal information that was requested from their message. I received a response about how they could not unfreeze my credit because my letter did not have a pin. No kidding. I sent a follow up letter once again specifying that I needed a new pin and that I was not requesting to unfreeze my credit through that letter. I received the same boilerplate response back saying they could not unfreeze my credit because my letter did not have a pin. Unbelievable.

  Business Response

  Date: 05/25/2023

  On May 24, 2023 the consumer was contacted on the phone number provided. NCTUE agent left a message for the consumer to call NCTUE toll free number for immediate assistance regarding his request. Agent also sent a secure email requesting identifying documents to confirm the consumer was the rightful owner of the data report. The consumer responded back to the secure email with acceptable documents. Consumer request was completed by NCTUE on May 24, 2023. The NCTUE agent sent consumer confirmation numbers for all actions taken on the NCTUE data file. The consumer will receive the requested document via **** within **** business days. Consumer request completed on May 24, ****.

  Customer Answer

  Date: 05/25/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/03/2023

  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 recently received a notice in the mail from the National Consumer Telecom & Utilities Exchange (NCTUE) saying that there was a negative credit report request towards me from a utility company that I have applied/terminated service. I attached a file of the mail I received from them. When I called the number on the letter they sent me, in order to request a "free disclosure of (my) NCTUE data report", I entered my SSN, zip code, and birthdate. Immediately after I reluctantly gave them my private information, the automated response said "Sorry your request could not be completed at this time" and hung up on me.My next course of action was to reach out to previous utility companies I switched between. In early March, I switched from Xfinity ******** to Connexion (local) ******** service provider. I called each of those companies to confirm that they have not reached out with negative credit inquiries toward me. I currently have all of my bills up to date and am not in any 'bad standing' with either of these companies. My water bill is included in my HOA fees and paid by my HOA. My mother pays the electric/gas bill, which leaves only internet services as the possible utility for this to notice to come from.At a minimum, I would at least like to see if there are any negative outstanding credit reports against me and I want to know how to correct it if that's the case.

  Business Response

  Date: 05/10/2023

  On May 8, 2023 NCTUE agent sent a secure email requesting documents from the consumer in order to proceed with the processing of the consumer request. NCTUE agent also left a detailed voice message on the phone number provided in the complaint. Agent advised the consumer of two methods of responding, secure email or to contact NCTUE toll free number Monday through Friday 9 AM-11 PM EST to resolve this matter promptly. Consumer responded on May 10, 2023 via secure email along with requested documents. On May 10, 2023 consumer request was processed and secure email sent providing confirmation issue has been resolved.

  Customer Answer

  Date: 05/10/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2023

  Type:Product 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 froze my credit at National Consumer Telecom & Utilities Exchange (NCTUE) in order to avoid having my cell phone number ported. It is was easy to file online, and the site confirmed the freeze, but I did not receive back the promised 10 digit pin that will allow me to unfreeze my credit going forward. It is not possible to speak to anyone by phone, email, or text, so I have no recourse for obtaining the pin.

  Business Response

  Date: 04/13/2023

  Consumer was contacted on April 12, 2023 via secure email from an NCTUE agent regarding his complaint. Consumer responded to the secure email with the requested documents. NCTUE agent processed consumer's request and provided the confirmation for future reference, consumer was advised to allow **** business days to receive requested information via mail. Resolved on April 12, 2023.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19924048
  
  I am rejecting this response because:

   

  RE: Complaint ID ***************************** determined that the business response was adequate. However, my only request was that NCTUE send me the pin that I will need when I unfreeze my credit, but no pin was included in any of the information that they sent me in the mail.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/10/2023

  On May 1, 2023 consumer was contacted via secure email to address complaint. Consumer request was reprocessed and mailed out on May 2, 2023. On May 9, 2023 consumer was called on provided phone number as well as secure email to confirm if the requested document was received. Consumer responded back on May 9, 2023 via secure email stating the document was received. Consumer concern with documents received were addressed in the secure email on May 10, 2023.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19924048
  
  I am rejecting this response because: While they did indeed mail the pin for my credit freeze, they separately mailed me confirmation that they had eliminated the freeze! So now I am waiting for further clarification

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/01/2023

  Type:Product 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 was not able to acquire a new cell phone plan because the NCTUE credit file is frozen.Ive not looked at changing plans for 4 years, so it never crossed my mind this report was frozen. Im security conscience and freeze my credit reports and keep a file with all information to freeze or remove. Looking through the file, I found no information about NCTUE, I dont think I ever received a pin because it wouldve been in my file, so I went to their website to attempt to temporarily remove the freeze which I found out required a 10 digit pin which I didnt have.Theres is no way to talk to a human at this credit bureau. You have to navigate an automated phone system. I used the automated system to get the information that had to be snail mailed to request a replacement pin to manage my freeze. I gathered all the information the automated phone system stated and mailed it to Exchange ************** address provided. Information mailed was full name, SS#, DOB, current address, Previous 4 addresses. After about 2 weeks I received a letter from them stating Id not provided information needed to process my request. Id provided all info the automated phone system detailed. With no phone number to call a human, I combed over the website very closely finding an email address at the very bottom. I emailed the address that actually turned out to be someone in a high position. My email received a response with an out of office reply, but I did receive a reply later from the person in high position asking to provide my phone number and he would tell someone to call me. I thought a resolution was possible, but no one has called.Very frustrating for someone with a credit score at the 3 big bureaus over 800 and cant buy a $50 phone plan because a company makes it so difficult to temporarily remove a freeze. Very antiquated system and unprofessional company not having a customer service number and not following up. I hope they will contact me to get this issue resolved.

  Business Response

  Date: 02/02/2023

  On February 2, 2023 Consumer was contacted via a secure email requesting documents for his BBB complaint request. NCTUE Tier 3 agent received the requested documents and processed the consumer's request. Consumer was also contacted on the phone number listed on the BBB complaint to explain the security freeze process in regards to NCTUE. Consumer request was successfully processed on February 2, 2023.

  Customer Answer

  Date: 02/02/2023

   
  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 if I receive the pin in the mail in the timeframe 5-7 business days that will allow me to temporarily thaw account at anytime to be able to apply for utility services.

  The person that contacted me was very helpful and She handled this issue in a courteous professional manner.
  
  Sincerely,
  
  ***************************