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Business Profile

Mobile Phone Service

Reach Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 attempting to port my number from Reach Mobile to another provider. I own my phone number and Reach Mobile is required to provide me with the information I need to facilitate this process. Reach Mobile has refused to provide me with my account # and a port pin. I have ******************** out to my future provider but they are unable to assist without this minimum information. I feel I am being held hostage as a customer. I cannot leave ********************** as a consumer until they provide me with my own account # and a port pin however, I cannot obtain this information. I have verified my account several time but each time I am told by support "the port team" will need to reach out to me. So far, I have not heard from the port team and it seem impossible to reach them.

    Customer Answer

    Date: 01/07/2025

    [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:12/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    First I tried to port out my number; *** tells me the one I have only is good for 72 hrs and the system will auto generate a new one. I tell him I need a new one. He will not give me one. Then I try to cancel my Reach account, and he says there is an error. My billing is n 2 days and I don't want to pay for another month. I need service to close the account ant delete my card. I am sending a copy of the chat; maybe you can figure out what is going on. I just want to get far away from Reach. I do not want them to hold my card hostage. I don't want to port my number anymore. I just want OUT!

    Customer Answer

    Date: 12/20/2024


    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:09/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 cell phone service with Reach Mobile, have had for about two years. Tried to make a cell phone call about September 6, 2024. No dial tone/can't complete call. Contacted Reach by chat app and told, finally, that my phone number had be fraudulently transferred to another carrier and told that I needed to file police report. Filed police report that Tuesday with local police, Rome Georgia police department, and gave Reach report number which they said was all they needed for their team to investigate. Still no service or update, but charged for full month of service. Contacted Reach on 9/1824 and told I would be contacted with update, no response. Have disputed payment with my bank. Can't transfer account to new provided until this is resolved unless I get new number after 30+ years of same number and don't have service or any idea of when I will get service again. Contacted/made report to ***.

    Customer Answer

    Date: 10/02/2024

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:03/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Reach has taken a week to transfer my phone number to another company. It's purposeful this time as I'm told they will fix it and they don't. I've spent over 8 hours on the phone getting this fixed to be given the same canned speech and reason. I have the other company the same info for the port Reach gave me. They then deny the port. Obstruction to my phone number is illegal. FCC complaint also filed.

    Business Response

    Date: 04/30/2023

    March 8th, 2023:

           The Customer ********************** out to us to request their transfer details for the transfer of their mobile number out of our system and to a new carrier.

    March 9th, 2023:

           Customer ********************** out to us regarding the status of their number transfer out of our system and to the system with their new carrier.

        There was an error with receiving the transfer request from the new carrier; the confirmation details were coming in incorrectly and being automatically declined.  With one of the details coming in incorrectly from the New Carrier, our system was automatically rejecting the transfer due to what is effectively a security measure.

        Our technical team then began working on a process to allow for the transfer of the number.  This was something that was not standard and needed new configuration in our system.

    March 15th, 2023:

           Our team successfully implemented the changes within our system that would effectively let the port out proceed.

           As of March 16th, we were able to get a hold of the customer and confirm these details so that the transfer request could be resubmitted for the number to transfer out of our system.

           As of March 17th, the number successfully transferred out of our system; we made confirmation with the customer again on this date.

    We apologize for the issues faced with the number transfer.  We realize how frustrating the process was.  We have implemented additional procedures to help ensure this does not happen again.

     

     

    Kind Regards,

    *********************

    Customer Success

    Customer Answer

    Date: 05/01/2023



    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. 

    Reach Mobile's top tier customer support helped resolve this issue. Their first level or those you contact initially when you call, were unable to help. It took 3 months plus to resolve this issue, but it is now resolved. **** was the key figure in completing this transaction, and ultimately the most helpful. Thank you, *********

    Regards,

    ***********************

  • Initial Complaint

    Date:08/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    [1] Inefficient and difficult process when trying to resume/change/terminate mobile service with/without TFA/2-factor-authentication. [2] If worried about identity-financial fraud, Reach should base its security more around alerting and notifying, instead of forcing users to rely on 3rd party or make is so secure that no one, including the true original user, can't ever access the account again in times of disaster or injury [3] Why isn't mailing address a reliable way of verifying for a simple replacement? It could send verification letters for users to confirm upon receipt if other authentications fail [4] If initial mailing excludes concerns that other users of the same mailbox will end up activating those cards and materials instead of the person who ordered, that exclusion shall extend the same when the user is trying to recover/change/terminate the accounts after activation. [5] If newly generated statements since activation of cards change the parameters of that concern, having to rely on 3rd party storage to save those recovery information (TFA/2-factor-authentication, credit card, etc) defeats that very purpose of "safety and privacy of all users." The risk that those other 3rd party who has those information pose at abusing the account questions the efficacy of those measures or always fulfill their obligations on releasing those information only when the true user requests, nor is feasible to enforce that obligations. (Those 3rd party to whom the true user has to rely on, to have those recovery data - TFA/2-factor-authentication, credit card, etc - in times of disaster, injury, etc can bypass those security measures just as easily) [6] Reach has deactivated the line. Having those dashboard makes no difference as only the true user can provide billing information. Unnecessary caution needs to stop or else users are forced to not make any inquiry attempts and only recover when credit card with which the service was started can be recovered.

    Business Response

    Date: 08/11/2022

    I apologize that your experience with Reach was not satisfactory. I understand that it was frustrating.   I have gone over your account to see where there were issues.

    I think there was a miscommunication.  We strive to keep security as our priority.  The safeguarding we use is to ensure that a customers account is not used by anyone else.  That is why we ask specific questions that the customer alone would know. It is never meant to exclude or make using our service difficult, only to protect our customers.   I understand in certain circumstances(disaster, injury) this may not work.  I believe this is something we can take a look at and find a solution for in the future. 

    We would be happy to speak with you to discuss how we try to rectify the situation.

     

     

     

    *********************

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