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:02/27/2025

  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 have had a phone warranty with 5Devices since December 2022, but attempted to cancel my service this week. I called the company several time, but each time, the system put me on hold for 15-20 minutes before I had to had to hang up. This was in the middle of the day, during business hours. I then sent 2 separate emails begging the company to call me instead since their call center is unavailable, to cancel BEFORE they charge my card on 2/28. But they ignored these messages and didn't call back. So I am reaching out here to ask the company to cancel the account and refund any charges it makes after today. The monthly charge is $22.86

  

  Business Response

  Date: 02/27/2025

  Subject: Response to Your BBB Complaint Regarding Service Cancellation
  

  Dear ****** ************,

  Thank you for bringing your concerns to our attention via the BBB platform. We sincerely apologize for any frustration you've experienced in attempting to cancel your service with 5Devices. We understand the importance of addressing your request promptly and want to ensure that your concerns are resolved.
  Upon reviewing your case, we found that the first contact made to our customer service team was today, and the hold time was minimal (seconds) before you were connected to an agent. As requested, we immediately processed the cancellation of your account during today’s call. Additionally, we have refunded the most recent charge of $22.86, which was applied prior to today.
  To move forward and fully address your concern, we kindly ask for proof of the emails you sent to cancel your account, including the date and time stamps. Unfortunately, without this information, we will be unable to honor your request as outlined in your initial complaint.
  Please forward the requested proof to our customer support team at [email address], and we will ensure that your case is resolved as quickly as possible.
  Thank you for your understanding and cooperation. We look forward to resolving this matter to your satisfaction.
  

  Best regards,
  *** *******
  General Manager

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

  5Devices

• Initial Complaint

  Date:09/06/2023

  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.

  About 2 months ago, I searched the internet for a spectrum internet customer service number to solve a payment problem, I found a number on a website and that number answered me posing as an operator of the aforementioned company... they had access to all my information as well as my amount owed, it was almost impossible to deduce that it was not that company, the first operator said that he could not request my problem and he would transfer me to a supervisor, said supervisor offered me 2 solutions for my problem: the first was to do a contract with * ****** and have internet with them but for that they needed my social security number which I did not provide; The second option was to buy insurance at ******** and with that the monthly amount of my internet would be reduced, which I accepted and paid approximately $60 for the service on 5/29/23. After a month my debt with said company remained the same and call to verify why the amount did not lower and they inform me that they do not work with that company and possibly it is a scam, I am very worried since the BBB logo appears on the ******** page and I would like to know in How is this scam hurting me since I keep getting monthly receipts

  

  Business Response

  Date: 09/27/2023

  Good afternoon,

  I would first like to apologize for any trouble you may have experienced. 

  I have located the account you have mention with 5 Devices. I do see this was purchased through a vendor. I have cancelled this account and refunded you. I have also reached out to have the call you described pulled and sent to me to so I can review these allegations. We take these complaints very seriously, so please rest assure that we will get to the bottom of this. If you have any questions in the meantime please feel free to contact me directly at (*************

  Thank you,

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