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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have astound account since September 1st, 2023. I was told I will receive a gift card of $300 once I maintain my account in good standing for 3 months. I have contacted customer support more than 6 times since December 2023, and they have given me the run around but not provided a solution. They keep saying it will be resolved in 3-5 business days every time I contact them. It has been 7 months without a resolution.
Business response
03/15/2024
Mpell works for our client Astound Broadband. They dictate who gets a gift card per their promotion rules. Mpell has zero knowledge of Astounds gift card qualifiers until the customers name is sent over by *******. This customer's name and info for their gift card was not sent over yet, so Mpell had zero knowledge of their wait time or qualification. We have already emailed Astound and got a manual approval to ship out a $300 **** gift card for this customer. This complaint is now resolved. *****************
*******************************************************
Daytime Phone: **************
E-mail: *****************
has been created into our database and a $300 **** gift card is approved. Card will be ordered within ***** hours and card will deliver within 2-4 weeks. Most likely in about 12 business days. We have emailed the customer as well and let them know the good news. Had they reached out to Mpell customer service before, we could have handled this for them months ago. But this is resolved now and we would apricate you closing this matter. This should have never gotten to this point. Thank you, Mpell SupportInitial Complaint
01/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I tried to work with ******* (my account number: as I believe I qualified for a $100 gift card from Astound for 90 days of service and on time payments. Unfortunately, one of my payments which was on autopay was declined because I had forgotten to unlock the card but i ensured to make the payment on time. This was not a stipulation of the terms other than online payments, so no interruption. Astound has not done anything to push my case forward to receive this. It seems, from what ******* told me, that they are working with YOU to issue this.My account number is: *************** I told Astound that if by the end of the 14th day beyond the ninety days, which is on January 28, ****, that is my 100 dollar gift card isn't issued, I will move forward with cancellation of the service and going to the *** and District Attorney for this fraudulent offer. It will either be Astound or Mpell responsibility to get this card to me. I will purse legal/civil action against both, if necessary.Business response
01/25/2024
Hello Bambi,
Mpell is a gift card fulfillment vendor for your service provider Astound. Mpell has zero knowledge of customer information until it is sent over from your service provider. Mpell has made ZERO promises to you. Astound would need to let us know if you are qualified for a gift card. Your late payment would have disqualified you for from promotion according to their rules. Not Mpell's rules. We did not make the offer to you. We are simply their gift card vendor. Nonetheless, we are happy to contact Astound for you and ask them to manually approve a gift card for you. It is no bother for us. You have not contacted our company via email or phone yet for help either, but we will extend a helping hand and get this sorted for you. We have asked ******* to give us approval to purchase this gift card for you and we will charge Astound the purchase price. We have had zero knowledge of you and your request until today. Please allow Astound 1-3 business days to respond to us, Mpell, and then we will email you with a resolution.
We will be in communications with you via your email address: ********************************
We just need an approval from Astound and we will purchase your gift card as soon as we can.
Please feel free to email us at: ********************************** or call our toll free customer service line ***************
Talk to you soon,
Mpell
Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a **** vanilla gift card for a birthday present and it was defective I contacted the customer service department for a replacement card and after spending over an hour on the phone was told I could not get a replacement card without a receipt. Why would I have a receipt for a gift card! The card was not lost or stolen it simply wouldn't work, they could easily see there was a balance and the card had never been used.Business response
05/31/2023
We run and manage gift card promotions for clients. like energy companies, security, hotels. Companies who offer a gift card offer to get business or keep business. They hire Mpell to manage the promo for them and we send cards to every customer who qualifies for the promo. We do not send birthday presents to random people. How did this consumer get our information? Did they have a promotion they signed up for? Mpell does not send "vanilla" **** cards. The customer should check the website listed on the back of their **** card for a phone number or website to check the balance. **** prepaid cards/gift cards all have terms and conditions with their usage. Mpell does not know where this consumer got this card.did they provide the full 16digit card number, expire and security code of this gift card? the website listed on the back of their card? phone number for the gift card issuing banks phone number on the backside of the card? When did they receive this card as a gift? ********************* does not exist in our database for any card shipped within the last three years. I believe this customer does not know where they received this gift card. **** gift cards have various terms and conditions based on what type of card it is. Sometimes they expire after a certain date and sometimes they have an inactivity fee that gets assessed each month it goes unused after a certain period of time. And after so much time the card balance is used per the terms the gift card issuing bank terms, not Mpell. Mpell has never sent "vanilla" **** cards to anyone for a birthday present. This complaint if erroneous and should never be intended for Mpell. If they have more knowledge as where this card is from please do let us know. We'd be more than happy to help. We ship thousands of cards a month and have never heard of a card not working nor do we ship "vanilla" cards. This does not sound like anyone Mpell has shipped a card to. thank you, Mpell Solutions
Initial Complaint
12/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
10/9/2022 I paid over $1900 Business name is ADT I was supposed to receive a $100 gift card and it was stated in my contract and I never did. Now I cant get ahold of anybody, they just keep putting me on hold, I also called the customer rep and said thats not his problem or his department. My account number is #********* I see a lot of customer have the same complaint as well and they posted on their websiteBusiness response
12/05/2022
Is customers complaint is with ADT, not Mpell.
Mpell Solutions and ADT Security ended our partnership in June 2020. Over 2.5 years ago. Mpell has not run any gift card promotions for ADT since then.
If this customer signed up with ADT services within the last couple years and is expecting a gift card, Mpell would not be the company they go through for such card. This customer should have been given instructions by their own security services about how to obtain their gift card.
Please close this case as it does not pertain to Mpell Solutions and the customer needs to contact their own service provider.
If you need to contact *************, here is their phone number:
**************. Their hours are:
- Monday through Friday, 8a 12a (EST)
- Saturday, 8a 8p (EST)thank you,
Mpell
Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Over 100 gift card rcn astond Over 100 gift card rcn astondBusiness response
09/29/2022
Hello,
This customer should be all good. Our client Astound Broadband had qualified them for a $100 Virtual Mastercard promotion originally on 8/5/2022.
The customer must have not seen that email and had already reached out to Astound Broadband/RCN with a complaint. Our client Astound/RCN alerted us, Mpell, on 9/19/2022 to ship them a $100 **** gift card instead of the virtual card.
We have already placed the order for the $100 **** gift card on 9/26/2022. Just a few days ago. The gift card should finish production very soon and ship out. I am sure the customer will have this $100 **** card within the next 1-2 weeks.
Delivered via **** first class mail to the mailbox at:
************************************* SUS
148 Water St
********, ** 18091***********,
Please wait for your card to be delivered soon. You should have this card before 10/13/2022. Most likely within the next **** business days.
thank you,
Mpell Support
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6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.