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:05/28/2025

  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 recently canceled service with Community Phone and returned their base unit in expectation of receiving a refund from the company. I was notified that a refund of $51.94 had been issued on May 27, ************************ 6026. Since I have no such card, I contacted the company and requested they reissue the refund to the card that I use to pay their monthly invoice. I was informed that this is not possible and refunds can only be issued to the card that was originally used to order service.

  

  Business Response

  Date: 05/29/2025

  Hi *****,
  
  Thank you for reaching out and Im really sorry for any confusion or frustration this has caused.
  
  I want to confirm that the refund of $51.94 was processed on May 27, 2025, and was issued to the card ending in 6026. We checked to confirm that this is the same card that was originally used to place your order with us. Weve emailed you a copy of your original invoice for your reference, which shows the payment method used.
  
  We understand that you may no longer have access to this card. Refunds are required to go back to the original payment method due to standard policies. This is done to ensure secure and traceable transactions, and to protect against fraud or misuse.
  
  Even if the card is no longer active, most banks will still accept the refund and transfer the amount to your current account or issue a credit. We recommend reaching out to your bank or card issuer directly, they should be able to locate the refund and assist you further.
  
  If your bank needs any additional documentation or you have trouble locating the refund, please let us know. Well be happy to provide a refund confirmation or any details they may need.
  
  Thank you for your understanding, and please dont hesitate to reach out if we can help further.
  
  Regards,
  
  

• Initial Complaint

  Date:03/24/2025

  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.

  We signed up in December of 2024 to have the **** phone number switched to Community Phone. Things went very well for a week or so but then every thing seemed to stop working. We couldn't make calls, we couldn't receive calls, someone else was getting the calls. Everything was mixed up. If you look at account you can see how many times we called the company and how many issues there were. Everyone was polite and said they would find about and get back to us. Never happened. We still have a temporary number with no explanation of where the promised number is. We have missed calls from primary care doctor, oncologist, dentist, eye doctor and numerous friends calling ************, the promised number. We can be reached on the cell phone ************ if anyone would like to explain what is going on. Will we ever get the original number promised and an explanation of what has happened?

  

  Business Response

  Date: 03/28/2025

  Hi *******,
  
  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the ongoing issues and the frustration this has caused. I understand how important it is to have reliable phone service, especially when it comes to staying in touch with your doctors, friends, and family.
  
  To ensure this matter is properly addressed, I will be personally reaching out to you at your provided cell phone number, **********, to go over the situation and provide a resolution.
  
  We appreciate your patience, and we are committed to making this right. 
  
  Regards,
  ***** ******
  Customer Support Manager
  **********************

• Initial Complaint

  Date:03/11/2025

  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 had this phone service for two days and had to change due to inefficient service. The phone would not work and I could not call out. I am now using my cell phone and I was charged twice for a service I do not have and no longer use despite free cancellation. I was also told,d that I would receive two months free I do not understand the charge. To make matters worse I can not in get in touch with anyone. Every number I call to get in touch with this company is disconnected. I feel like I am a senior citizen who just got scammed.

  

  Business Response

  Date: 03/12/2025

  Hi ******,
  
  Thank you for reaching out. We understand your frustration and want to assist in resolving this matter as smoothly as possible.
  
  To process your account cancellation, we would need to complete authentication. I have gone ahead and initiated a full refund for the plans purchased and once we connect with you, we will provide you with a return label so you can send back the equipment, which is required for the refund on the device.
  
  We attempted to reach you at the number provided in your complaint but were unable to connect. If you are having difficulty reaching us, we can call you insteadplease provide a convenient time and the best number to reach you. Additionally, could you please let us know which number you tried calling where you were unable to get through? We noticed you were able to call us before without any issues and just want to ensure there are no issues with our contact channels.
  
  Alternatively, you can reach me directly at **************************************** and I will personally ensure that your request is handled.
  
  We appreciate your patience and look forward to resolving this for you.
  
  Regards,

• Initial Complaint

  Date:02/28/2025

  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.

  After doing an internet search for a land line phone, Community Phone showed up so I signed up for a 10 day trial on 1/24/25. A popup message stated that I had until Feb 3rd for the 10 day trial. I was immediately charged $122.78 for the phone base upon signup. I received the base on 1/27/25 and installed it and was then charged an additional $50.41 for the phone service for the upcoming month. When I unpacked the phone base I did not remove the sticky plastic in the event it was not what I expected and would end the trial within the trial time frame. It is not like a land line phone so if the power goes out the battery will only last for 26 hours and you would have to depend on your cell phone. On 2/1/25 I contacted support and expressed that it was not a land line phone and that I wanted to cancel service during the trial period. The service was immediately cancelled and I was sent a return mail label via email. I packed up all the contents never taking off the sticky plastic and returned the phone base in all of its packaging on and mailed it back on 2/1/25. On 2/14/25 I received an email with pictures stating that upon inspection that unit has cosmetic damage and that it was not eligible for a buyback. The pictures that they showed me was not the same unit that I sent back. I explained to them that I never took off the sticky plastic and the one they are showing doesnt have that. They clearly switched out the base with a different one in order to avoid a full refund. They gave me a refund of $52.80.I paid a total of $173.19, had service for 5 days and returned everything in the same condition within the 10 day trial. So in essence I paid $120.39 for 5 days of service. I expected a full refund since it was a 10 day trial and there was no damage to the base.

  

  Business Response

  Date: 03/06/2025

  Hi ********,
  
  Thank you for reaching out to us and sharing your experience. After reviewing your case, we understand the frustration caused, and to resolve this matter to your satisfaction, we are initiating a full refund of $173.19 for everything you've paid.
  
  To clarify, a partial refund of $52.80 was already issued for the buyback of the device. We are processing a refund for the remaining balance to ensure you're fully refunded for the total amount you paid.
  
  Please allow 2-5 business days for the full refund to appear on your account, depending on your payment provider.
  
  We truly appreciate your patience throughout this process, and we hope this resolution meets your expectations. If you have any further questions or concerns, please dont hesitate to reach out. Were here to assist you.
  
  Regards,
  ***** ******
  Customer Support Manager
  **********************

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:02/25/2025

  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.

  After using Community Phone for a little more than a year, I decided to cancel my service since I never used it much. I packaged all the parts and returned them as insructed for buyback. I received an email that there were roaches in the box and that I would not receive the buyback. I am horrified! I think had there been roaches, I would have seen them. I do have a major phobia of bugs of any type, which I explained to Community Phone. Personally. I'm not as concerned about the money as I am about being told roaches were in the box. I do not believe there were roaches. I think it's a ploy by Community Phone to not refund the money. I'm curious as to whether anyone else has been told a similar story by Community Phone.

  

  Business Response

  Date: 02/27/2025

  Hi *******,
  
  Thank you for sharing your concerns with us, and we sincerely apologize for the distress this situation has caused. We completely understand how upsetting it can be, especially given your phobia of insects.
  
  Upon receiving the equipment you returned, our team found that it was not in a condition that would make it eligible for a buyback. Specifically, there was some material in the packaging that made it ineligible for the buyback process. To maintain transparency, we provided images of the condition of the equipment and packaging to you on February 25, 2025.
  
  Please know that we take these matters seriously, and we understand how frustrating this can be. If you have any questions or need further clarification, we are more than happy to assist.
  
  Thank you for your understanding, and please dont hesitate to reach out if you need any further assistance.
  
  Sincerely,
  ***** ******
  Customer Support Manager
  **********************

  Customer Answer

  Date: 03/01/2025

  I understand that by choosing to accept the business response that my complaint will be closed as resolved.
  

• Initial Complaint

  Date:02/22/2025

  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 cancelled my service with this company and sent back their equipment per their instructions. The equipment was received January 27, 2025. I contacted the company February 20, 2025, for the status of my refund, they said that I had another modem to return. I explained to them that I was sent a new sim card when I was having connectivity issues with their service but not another modem. I also stated why would I keep something I can't use. I was informed that I would receive an email from their company 3 days ago but as of February 22, 2025, nothing has been received. This is not good customer service, and I will not be recommending this company to anyone who ask.

  

  Business Response

  Date: 02/27/2025

  Hi ******,
  
  Thank you for your patience and for sharing your concerns with us. After reviewing your account, we have decided to proceed with issuing your refund. We understand the situation and want to ensure this matter is resolved to your satisfaction.
  
  The refund should reflect back in your account within 2-5 business days. If you have any further questions or need assistance, please dont hesitate to reach out.
  
  We appreciate your understanding and thank you for being a valued customer.
  
  Sincerely,
  ***** ******
  Customer Support Manager
  **********************

• Initial Complaint

  Date:01/30/2025

  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.

  bought a 2 year contract but their device broke after 6 months. so i had no phone service w **** they tried to fix it. when that failed, they refused to refund 1 1/4 years still left on that contract [$240]making it worse by also keeping my equipment deposit. even though the new device never worked, i was held responsible for it arriving back to them in good working order. i never received my deposit back.they sat on the partial refund for 3 months, delaying if further by sending my case to 5 service **** so t hey could keep 3 months more of my fees. although i request a copy of the calculations used to determine my refund, they refused.there is NOTHING good about this company to justify giving $ to them. they are running a scam because reputable firms provide refunds when not providing the service purchased. confirming this is their refusing to show me how refunding less than a year's service [from Feb-Sept] allows them to keep the money paid for 2 years. this is isn't counting the months before my notifying them when making + receiving calls was unreliable. sometimes it worked, most of the time it did not. note: no way should Community Phone be given your A- ratng. ALL the c onsumer reviews posted on ****************** are negative. another purchaser lost $350 + is looking into a court complaint. there are NO positive reviews.

  

  Business Response

  Date: 02/04/2025

  Hi,
  
  We sincerely appreciate you taking the time to share your experience, and we truly regret the frustration you faced with your service. Our goal is always to provide a reliable and positive experience, and we are sorry that we fell short of your expectations.
  
  To clarify, your subscription was an annual plan purchased in January 2024 and canceled in November 2024. While annual subscriptions are typically non-refundable when canceled near the end of the term, I understand that despite our attempts to resolve the issue by providing replacement devices, it appears we were not able to restore your services to their original condition. We recognized the challenges you encountered and issued a refund of $161.23 as an exception in November 2024.
  
  That being said, we understand that your experience was not as seamless as it should have been, and we genuinely regret any inconvenience caused. As a gesture of goodwill, we have processed an additional $100 refund to further compensate you for the difficulties you faced, this should reflect back in your account within 2-5 business days.
  
  We appreciate your feedback and will continue to improve our services. Thank you for your patience and understanding throughout this time.
  
  Regards,

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  was unable to provide my response to the merchant's 2/4 email thru your portal so i sent it via your 'contact your local bureau' link.
  gist of it--there is little sign of this merchant understanding my complaint for failure to refund the unused portion of my 2 year contract. service was only provided from Feb til Sept '24. ...which invalidates their claim that i was near the end of my contract [ actually Feb '26].
  they still refuse to provide their calculations used to determine the partial refund provided so am unable to see how they came up with less than 1/2 the amount due. they also have not refunded the equipment deposit paid as part of that contract [although it was returned].
  a fractional 'good will' refund does not cover the amount still unpaid to me for no service whatsoever.
  til i can review their calculations , their continued non-compliance with standard business practices re-affirms my original complaint.
  thank you BBB for brokering this exchange. ******** *** 

  

  Business Response

  Date: 02/06/2025

  Hi,
  
  Thank you for reaching out. I wanted to clarify that your purchase was for an annual plan, which was not valid until 2026. You can refer to the original invoice sent to your email at the time of signup (Jan 2024) for confirmation.
  
  While annual plans are typically non-refundable, we understand the challenges you faced toward the end of the year. We provided a refund to help make up for the inconvenience.
  
  To explain how the refund was calculated:
  
  Your annual plan purchased on 24 Jan 2024 was for $483.69, which, when divided into 12 months, comes to $40.3075 per month.
  
  After you reached out to cancel in November, we refunded you for the months from when you initially had an issue raised which was October, totaling $161.23 ($40.3075 4).
  
  In addition to that, we provided an extra $100 as a goodwill gesture due to the difficulties you experienced.
  
  I hope this breakdown helps clarify the situation! Please dont hesitate to reach out if you have any questionswere always happy to help.
  
  Regards,

• Initial Complaint

  Date:01/27/2025

  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.

  We signed up a Landline at a cost of $400.00 for the year in Jan of 2024. Since then, we have had nothing but technical issues at least 2-3 times per month. Finally, at the beginning of Oct, we didn't receive or could make ANY phone calls. It was during this time that my cardiologist and my wife's endocrinologist tried to reach us. We didn't know this until we had our regular doctor visit, and SHE told us they tried to reach us. So, I told them to cancel our service. According to them, it was canceled on Oct 21, 3 weeks later. We were told it would take about a month to receive our refund. Here it is, 4 months later and no refund! This is NOT a reputable company to do business with. I feel that overall, we received about $50.00 of service during the year.

  

  Business Response

  Date: 01/30/2025

  Hi *****,
  
  Thank you for your patience and for sharing your experience with us. We are truly sorry for the continued technical difficulties you faced, and we understand how frustrating this situation must have been.
  
  After reviewing your account and the issues you reported from May, it seems your service was not up to the standard we strive for, and I sincerely regret the inconvenience this caused you.
  
  Given the circumstances and the impact on your experience, Ive made the decision to provide you a refund of $300, this amount should reflect back in your account within 2-5 business days.
  
  We truly regret the hassle you experienced but appreciate your patience and understanding throughout this time.
  
  Regards,
  ***** ******
  Customer Support Manager
  **********************
  

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:12/17/2024

  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 transferred my mother's landline to Community Phone (which she had for over 40+ years) in August 2021 and didn't learn until September 2024, when I attempted to port the landline to ******* Wireless from Community Phone that Community Phone had disconnected the landline in May 2022, without my knowledge, notification or consent. In addition, Community Phone continued to charge my credit card from June 2022 - September 2024 (although they had disconnected the landline in May 2022) and they also billed my credit card again in 11/2024 and I had to enlist my credit card company to recover the refund in November 2024. From September 2024 - November 2024, Community Phone led me to believe they were working on retrieving the landline and I learned from a *** in ******* by the name of ******* that my landline couldn't be retrieved. Community Phone refunded $407.82, however, they refused to refund the amount charged from *************** ($211.84) and they refused to share usage data as proof the landline was operable from ***************. When I accepted the refund of $407.82, it was contingent up Community Phone sharing "proof" the landline was operable, however, I was told by ******* in Billing in November 2024 that Community Phone wouldn't share their internal data with me.

  

  Business Response

  Date: 12/26/2024

  We are writing in response to the complaint filed by ****** regarding their request for a full refund for the plans purchased for the account. We take their concerns seriously and have done our utmost to resolve the matter to their satisfaction.
  
  Refund of Plans Purchased:
  As part of our efforts to resolve this situation, in addition to the original refunds, we have gone ahead and issued a full refund for all plans purchased by the complainant from Community Phone since July 27, 2021. Please note that refunds typically take 2-5 business days to reflect on the account.
  
  ********************** Number Recovery:
  We believe that these actions address the complainant's conerns. If you need additional information, please feel free to contact me directly at ***************************************************************** 
  
  Thank you
  
  Sincerely,
  ***** ******
  Customer Support Manager
  **********************

• Initial Complaint

  Date:11/07/2024

  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.

  Purchased phone service and paid for a year. **************** and ********************** service are unacceptable. I wanted a refund for the time I would not be using the service and they said they would not refund my money

  

  Business Response

  Date: 11/29/2024

  Hello, 

  This is *****, the Head of Product at Community Phone. I'm sorry to hear that you had a poor experience with our team. Given that you did not provide an email with your message, I am unable to look up your account or see the specific interactions you had with our teammates. That being said, from your message I hear that you paid for a year of phone service with us. In doing so, you are receiving a substantial discount as compared to our month-to-month subscription. In exchange for that discount, you are committing to pay for a full year of service up front and without a refund if you choose to leave us mid-year. We offer a 30-day window where you can try out our service and ensure you have coverage. If you decide to continue with us after that window, you are committing to paying for a year of service at the discounted rate. 
  
  If it turns out that you did not intend to purchase a year of service, I am happy to refund your account at the monthly rate. To do so, please email me personally at ********************************* Otherwise I won't be able to find your account. 

  Most sincerely, 
  *****