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Business Profile

Wireless

EnTouch Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wireless.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 4 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:01/12/2025

    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.
    This company open a fraudulent phone in my name with out verified information

  • Initial Complaint

    Date:11/13/2024

    Type:Delivery 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.
    Order ******** 11/6/24 Order was made for a SIM card. It was never received. Mailing address *******************************

  • Initial Complaint

    Date:09/12/2024

    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 am a victim of DV an am actively fleeing a DV situation. I was in the middle of a phone call an it hung up .so I called the 611 an it said l didn't have any minutes left on my phone. So I paid 20$ for a refill of entouch wireless refill card. It charged my credit card but did not receive any of my minutes from entouch wireless. I tried to call the operator but my phone was hacked by the new government who is legally hacking people. I'm in a domestic violence situation and they stole my credit card information! This is serious stuff! I have an ACP card so if we go to court your a** will be mailed to the wall

    Business Response

    Date: 09/25/2024

    Please see attached for complaint response. 

  • Initial Complaint

    Date:04/19/2024

    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 filled out application for a new provider entouch wireless deactivated my account so that I couldn't keep my number for the new carrier. When I call customer service for ********************** it disconnects my call to talk to an agent and assurance wireless can't get through either. Entouch wireless won't reactivate my account unless I fill out another application but I won't let me do that with the lifeline program. I've tried to call customer service from old phone it ends my call immediately. I talked to ****** on Chat with Entouch wireless website.

    Customer Answer

    Date: 04/19/2024

    My entouch wireless account number ******** old number I want to keep ************. 

    Business Response

    Date: 05/07/2024

    Please see attached response for complaint Id: ********

    Customer Answer

    Date: 05/08/2024

    I am rejecting this response because:  They contacted me to tell me that they can't not do anything for me and that because my account was deactivated that I can't get my old number back. They are the worst carrier ever.  Every time I called customer service they haven't helped me in fact they have caused me more stress & more hardships since day 1 with entouch wireless.

  • Initial Complaint

    Date:12/11/2023

    Type:Product 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.
    Entouch wireless website advertising "new premium cell phones large screen Android brand new'My expectations was to receive a brand new android cell phone as stated. I was shipped a refurbished cell phone. Within a week the phone battery was so hot it affected the quality of service. I called the 800 number customer service to request a replacement phone, the customer service agent was helpful and honest. I request a BRAND NEW replacement phone as advertised. customer service agent informed me that ********************** phones for the *** program are refurbished. I requested to speak to a manager and was asked to provide a call back number due to no manager available at that time and would receive a call back. I never received a call back. I JUST want a BRAND NEW replacement phone as advertised. enTouch Wireless needs to be honest with the information.

    Business Response

    Date: 12/27/2023

    Please see attached response for complaint id: ********

    Customer Answer

    Date: 01/03/2024

    I am rejecting this response because:   

    The letter from in touch wireless that was sent to you regarding the complaint ID number ********* from *********************, senior director of regulatory EnTouch wireless..  stating that I received a replacement phone on 12/12. FALSE INFORMATION FROM ENTOUCH.  

    12/11 was my first contact with enTouch regarding the faulty phone, 12/13 had to call back and speak with manager was told they would send me an envelope and to return the phone for a replacement. 12/15  received the self addressed return envelope I sent phone back on December 22 in the envelope they provided. I took a picture for this reason. 

  • Initial Complaint

    Date:11/09/2023

    Type:Delivery 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 was offered a deal for a tablet and a phone from a well-known brand for 25 dollars with government subsidy. I never received the tablet, and they sent me an old and poor-quality phone. I tried to contact the company, but they couldn't give me any answers. My order number is #********.

    Business Response

    Date: 12/15/2023

    Please see attached response for complaint id: ********

  • Initial Complaint

    Date:08/07/2023

    Type:Customer Service 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 signed up for this service using one of the outreach representatives in ****,******* on August 3, 2023. During the initial sign up process I was unsure if the correct address was used so I decided to call the company on August 4,2023 to make the appropriate changes to the account before beginning to use the service itself. I called into the customer service line at ****** & was connected to the customer service agent with the name of *****. After politely explaining my issue several times ***** began to condescend, became overtly rude & began demanding information I did not have. I was not given a PIN during sign up nor was I completely certain of the address on file hence the reason I was calling in. I gave all the other information I possess in the form of my DOB & social but to *****'s infinite ************** he refused to accept the information as valid. I asked to speak with a manager or supervisor of some sort to which ***** refused stating that I had to be a customer to speak with any ********************** supervisors.What I am requesting is simple to update my information to the correct address.Included is a picture of my CA ID as well as my ********************** ************

    Business Response

    Date: 09/14/2023

    Please see attached response for complaint. 

    Customer Answer

    Date: 09/16/2023

    I am submitting this message in regards to the conversation between *************************** and me on September 14, 2023.

    When she and I spoke, I felt the conversation was productive and would ultimately resolve the issues that I had been having regarding my enTouvh wireless and, by extension, ******* communications account. The ******* representative allegedly changed the information that I requested as well as sent out a replacement device. However, since speaking with the ******* representative, I have been completely without service since 15:00 MST on September 14, 2023.

    Due to the fact that this just so happened to occur only hours after speaking to ******* concerning both the Better Business Bureau and FCC complaints that I filed, the actions on the surface appear retaliatory.

    At the end of the day, a new phone or updated information is useless if the device itself amounts to nothing more than a paperweight.

    Any assistance with these grievances is greatly appreciated and I thank you in advance for your time. 

    Customer Answer

    Date: 11/12/2023

    Thank you for the response.

    First & foremost, I hope that my correspondence reaches you in good health and spirits.

    I am writing this response in regards to complaint #******** concerning enTouch Wireless & ****************.

    To date, I have not received a replacement device as promised by ***************************. Furthermore, I have spent the past 57 days without service from enTouch Wireless as a direct result of *************************** & the request that she submitted to replace the Moxee 2303 device I currently have. In the request to replace the device, the *** that is currently inside the Moxee 2303 I currently have in my possession was shut off, causing me to lose service within a few hours, of speaking with *************************** over the phone in September 2023.

    I attempted to self-troubleshoot the situation myself by speaking with a sales representative for enTouch Wireless in person at the corner of ********************* in *******, *******. I took great care to let the sales representative know that the device I had was no longer functioning on the mobile network & that I had no mobile coverage. After the sales representative input my information into the enTouch network, the sales representative told me to "call customer service". This demand was still made despite my letting the sales representative know that I was without mobile service.

    Since I initially filed this complaint as well as the complaint with the **** enTouch Wireless & **************** have increasingly intensified the retaliation against me by using the authority they gave over the mobile network to purposefully deny me access to any form of service. As is shown in the attached files.

    I am still patiently awaiting resolution on this matter. 

    I wrote this complaint in good faith in the hopes of reaching a resolution. Any assistance with these matters is greatly appreciated, & I thank you in advance for any time spent resolving these issues.

    Business Response

    Date: 12/15/2023

    Please see attached for complaint id: ********

    Customer Answer

    Date: 12/23/2023

    I am rejecting this response because:   even after getting in contact with enTouch Wireless & stating my concerns both with my device being internally damaged as well as the data cap limits I still have found myself on the receiving end of bad service. 

     

    The company pointedly ignored my request for a replacement device and instead chose to give me pointless toubleshooting directions. 

     

    I was further told that ************** plan" is in fact NOT unlimited and I would have in upwards of 12.5 GB of data at my disposal. This morning, December 24,2023 I received a message stating that my connection speeds would be slowed due to reaching he data cap limit despite only using to date 10.5 GB. 

    Customer Answer

    Date: 12/23/2023

    I inadvertently sent the information from truConnect Wireless not enTouch Wireless earlier today. 

    I read through the response from enTouch Wireless & the entire letter is mostly false. I was never provided with a tracking number for any of the alleged items that were sent out. Furthermore, I visited the ***** facility where the item was allegedly shipped and I was told that there was no package at the facility. During the conversations with *************************** and me the responses from *************************** came days apart then she out of nowhere stopped responding. 

    Business Response

    Date: 03/12/2024

    Please see attached response for complaint id: ********

EnTouch Wireless is NOT a BBB Accredited Business.

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