Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Dad passed away Jan 20, 2022. His cellphone line was on my account. I have called several times to get the line cancelled and they send me to “special services” via phone. It would go to voicemail and I would never get a call back to cancel the line. I went in store on several occasions and they said cancellations had to be done over the phone. I just got it cancelled today (Aug 11, 2022). I would like back pay and they’re refusing. The cellphone line in question shows no usage since the day my dad died - therefore proving that the phone has not been in use and I have tried to cancel it. They can check my call log to also prove that I have tried to cancel multiple times.

  

  Business Response

  Date: 09/22/2022

  ****** ***** Complaint ******** To Whom It May Concern:

  l am in receipt of the complaint ******** filed with the Better Business Bureau. I have researched the notes on ******'s account and have listened to all call recordings of calls that were made from cell number ************ from January 1 2022 until August 11th, 2022.

  After listening to the recordings, I am showing that a call was received on June 13th and it was discussed with Customer Service that ****** wanted to disconnect cell number ************ and she was transferred to our Special Services Department. I also show that a call was returned on June 17th 2022 but they did not reach her and didn't have an option to leave a voicemail. The next call concerning disconnecting cell number ************ was on August 1111h 2022 and the phone number was disconnected on that day.

  Since we were not able to reach ****** on June 17th, 2022 and the recording does confirm the call on June 13th, 2022 regarding disconnect I have disconnected the line as of that date. I have applied the additional credit to the account and the credit will show on the September 15th, 2022 invoice.

  If ****** has additional questions I am happy to speak with her regarding her account. I can be reached at the number listed below.

  Sincerely,

  *** ******

  Customer Service Manager Appalachian Wireless

  ************ **** **** a******ekn.com

• Initial Complaint

  Date:08/16/2022

  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 had a Appalachian wireless account for multiple years now. I’ve had my current data plan for some time. I received a bill for $100 less than my normal price, then the following month, received a bill with an additional $100 in data overages and then again the following month. I contacted the customer service team and was told that I was in data overage. I asked about the amount to buy out my contract and the amount it would be to just increase my data package to the “unlimited plan”. I was told it would be $20 more than what I was pay (my normal was $210) so I decided it was better than paying the overage amounts so I upgraded. I received a new bill and it’s yet again $100 over. My current balance is $666.88. I was told that the system was upgraded and that it was causing a lot of issues with the data coverage and other issues on plans.

  

  Business Response

  Date: 09/22/2022

  I am in receipt of the complaint filed by ******* ******* regarding her account. I have researched and find that usage is pretty consistent throughout the last several months and it appears the unlimited data plan will work best for the amount of data you are using. After reviewing your account, I see that you changed to the unlimited data plan on July 13th 2022. 
  Your billing cycle starts on the 7th day of each month and runs through the 6th of the following month. When you change to the unlimited data package in the middle of the bill cycle the usage you have already used is rated on the plan you previously had. Therefore, the usage on your account from July 7th —July 13th when you changed the plan was rated on the data package you had and then any usage after July 13th would have been on the unlimited plan. The overages that were on your last invoice were from the data overages prior to changing to the unlimited plan. 
  You have been a long time customer and we are thankful for your business. As a courtesy I have went on and rated your bill as you had the unlimited data for the entire month of July and credit the difference of the overages. The credit applied to your account is $169.91. Again, we appreciate you as a customer and thank you for choosing Appalachian Wireless for your wireless needs. 

• Initial Complaint

  Date:07/12/2022

  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.

  I bought a Galaxy s22 ultra when they first came out in March from Appalachian wireless in Inez Kentucky. Evidently these phones are only for 5G and I don't get service where I am located at 197 horse Branch Tomahawk Kentucky. I see that a lot of people are able to do wifi calling but my phone will not let me. This is the only phone service that I have and I need to be able to make phone calls when needed.

  

  Business Response

  Date: 08/10/2022

  I received a second attempt letter from the Better Business Bureau this morning concerning complaint ******** filed by ***** *********.  I have already reached out to the customer and asked her to give me a call concerning the complaint at her earliest convenience.  We have had several out of the office with Covid and these letters have been waiting for their return before they were able to be passed to me.  I apologize for the delay and want to assure you I will have a response back as quickly as possible.