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Business Profile

Telecommunications

Infiniti Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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:07/15/2024

    Type:Sales and Advertising 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.
    On 07/13/2024 I was informed that my Life Line cell service had been transferred to this company after I signed up for SafeLink on 07/10/2024.. I had never heard of IM Telecom, LLC before 07/10! When I called them I was told to call Excess as that is their ********************* The man I spoke to swore up and down my name, phone number, etc was not in their computer but I was not backing down and he finally gave me my account number and a transfer pin so I could transfer my service back to Safe Link. I was also advised by the National Verifier to submit an identity theft claim on IdentityTheft.org as we have no idea how IM Telecom LLC got my information. I find it very disturbing that my information was in their computer but swore they did not have it until I became furious with the situation and then they magically had an account number and a transfer pin. This company also had access to my address, social security number, phone number, email, etc.

    Business Response

    Date: 08/07/2024

    Subject: Response to Your Recent BBB Complaint 

    8/7/2024 final attempted contact

    2 voicemails left, no return call.

     

     

     

     

    Dear ******,

     

    We hope this message finds you well. We are writing in response to your recent complaint submitted to the Better Business Bureau regarding the unauthorized transfer of your **************** to our company. 

    Firstly, we sincerely apologize for any distress and inconvenience this situation has caused you. We understand your frustration and want to assure you that we take your concerns very seriously. 

    The reason IM Telecom had access to your data is because Excess Telecom is currently in the process of merging with them. This merger aims to enhance our services and customer support. However, during this transition, there may have been some miscommunication, for which we are truly sorry.   

    Excess Telecom originally gained your data through your October 7th, 2022 *** application. When the *** ended in June, your profile was mistakenly selected to enroll in Lifeline through our partner at IM Telecom.

    Please rest assured that all customer information is handled with the utmost care and security. We only have access to the last four digits of your social security number, not the full number. This measure is in place to protect your privacy and ensure the security of your personal information. 

    We understand that you were advised by the National Verifier to submit an identity theft claim on Identitytheft.org. We fully support this precautionary step and encourage you to take any measures necessary to safeguard your personal information. 

    Once again, we apologize for any confusion and distress this situation has caused. We are committed to resolving this matter to your satisfaction and ensuring that such issues do not occur in the future. 

    If you have any further questions or require additional assistance, please do not hesitate to contact us directly. 

    Thank you for your understanding and patience as we work to resolve this issue. 

    Customer Answer

    Date: 08/07/2024

    I am rejecting this response because:   There is no solution to how you are going to stop this from happening again.  I understand computer glitches but you need to have a solution other than I am sorry. I also want to know what you are gonna do for me after your mistake caused my disabilities to flare up.  I am very disabled and barely get out of bed.  I had to make 9 phone calls and was stressed out for hours trying to get my phone service back.  This might be easy for some people but for me it took days for my body to relax and get back to my normal I have to have a phone and I did not authorize you to have my *****************  
    I also did return your first voicemail last night, never received a second one. 

    Business Response

    Date: 08/23/2024

    Subject: Response to Your Recent BBB Complaint

    Contact made by phone on 8/20/24

     

    Please let us know what we can do to help alleviate the frustration you have experienced. Though we cant change what occurred due to this error, we want to make sure you are not further burdened. Please contact our Customer Support at ************ if you would like to discuss anything more than what was discussed today on our call. Thank you for your understanding.

Infiniti Mobile is NOT a BBB Accredited Business.

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