We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phones

Torch Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phones.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2024

    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.
    I told Torch Wireless on the phone yesterday that my new address is:************************************************ - but they ignored me and are mailing my SIM card to a place I don't live at. Please have them mail me a new SIM card to my current address above.Hello ***************************,Your order has been scheduled for shipment.Tracking:NA Shipped On:2024-03-20 Order Number:3471112 Shipped Via:USPS - One Balance First Class Mail Shipped To:*************************** ********************************************************************************************************************** Item NameQtyPriceTotal SIM1$0.00$0.00 Regards,Torch Wireless ********************************** torchwireless.com

    Customer Answer

    Date: 03/21/2024

    I emailed you their email address and website 

    Business Response

    Date: 05/09/2024

    The compliant applied for the *** Affordable Connectivity Program (ACP) with Torch Wireless via our website and was subsequently approved and enrolled on 3/13/2024. Upon enrollment the Complainant received an email notification of his successful enrollment and a note stating his SIM card would be mailed within 7-10 days. However, on 3/19/2024 16:25:31 EST the Complainant called the Torch Wireless Customer Support team and advised that he had never enrolled with Torch Wireless, his identity had been stolen and that we wanted to be "De-enrolled" immediately; to which the Customer Support agent complied and De-enrolled the Complainant immediately.

    To recap, ACP is a government supported program and the customers/subscribers must be processed and validated using the NLAD/National Verifier. Changing the subscriber's data used to qualify requires the subscriber be re-qualified. However, that was not the case in the matter as the Complainant/Subscriber called and requested they be De-enrolled from the program as stated above therefore no additional action can be taken on our part.

Torch Wireless is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.