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Business Profile

Telecommunications

Alchemy Telco Solutions Us, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:11/14/2024

    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 purchased an iPhone 14 Plus 128 GB - Starlight - Unlocked - Dual eSim off of Back Market sold by the seller *********** on January 2nd. I got it on January 6th. The phone was in excellent condition, battery health was at 100%, everything was great. Since then, Ive used the phone with an MVNO under the T-Mobile ********************* with no issues. However, I recently decided that I wanted to potentially get service with *******. Therefore, I checked the device **** on ******** website only to find out that the device is not compatible with the network. I used another website to check the device **** with ******* and the *** came up as blocked due to an outstanding unpaid balance. Ive never been a ******* customer so it has to a result of the previous owner. I was under the pretense that when I bought the phone off of Back Market, it would be available for use with all 3 major carriers. While there are no SIM restrictions on the device, it cannot be used with ******* due to this issue. Therefore, I believe it was sold to me under false pretenses. I would like the previous owner to contact ******* and figure out how to get the device **** off of the no pay list or whitelist the **** as it seems that the number associated with this business has an account with *******. I dont want to send the phone back, I just want the device **** to be clean with *******.

    Business Response

    Date: 12/10/2024

    Hello BBB,


    We have been in communication with this customer and have provided a free returns label (ATTACHED) for them to ship the device back to us for inspection and then a replacement device per our 12 month warranty. 


    This device was testing and inspected prior to the sale in January 2024 and it passed all our tests and was not carrier locked at the time we shipped the device to the customer. (See attached) test document results for this IMEI.


    It is possible that carriers occasionally run a software update which can re-apply carrier restrictions on a phone that was previously unlocked. 


    The invoice is attached that shows the date of purchase of this device Jan 2024 the customer has a 12 month warranty on this device that we communicated to the customer and we have provided a free returns label (ATTACHED) for the customer to return the device for inspection and a replacement if necessary.. 


    The customer has not shipped the device back to us as of yet. 


    We will reach out to the customer again and explain and try to resolve it with the customer directly.


    Regards Loop Mobile
    *******

    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 will communicate with the business on Back Market to resolve the issue. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

Alchemy Telco Solutions Us, LLC is NOT a BBB Accredited Business.

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