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:02/03/2025

  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 opened an account on ******* Broadband in August, and I was promised a $100 Amazon gift card through Mpeel. However, after over 4 months, I still haven't received the promised gift card. I've reached out to ******* several times, and they've also complained to Mpeel about this for over a month, but it still hasn't been resolved. It's completely frustrating that no one seems to know the answer to why this is being delayed. Where can I solve this? I don't know why both companies avoid this.

  

  Business Response

  Date: 02/04/2025

  It is the sole responsibility of our client, *******, to send customer data to **********************. We do not have access into their systems to see who is qualified for any given promotion. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out to ********************** directly via our customer service email or phone call. Neither of which was done. Filing a complaint with the BBB was unnecessary. Mpell was never contacted by this customer for help. To resolve this matter, we have created *** in our system and a $100 Amazon GC has now been processed. The gift card email has been sent, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!". Sent to ****************** Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. - Mpell Support

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair 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 opened an account with Astound Broadband in July and was promised an $100 Amazon gift card which is fulfilled through Mpell. However, it has been over 5 months and I still have not received the promised gift card. I have contacted Astound numerous times and theyve also filed a complaint with Mpell about this issue well over a month ago and the problem still has not been resolved. I am completely frustrated on why no one seems to have an answer for why this is being delayed. Had I known how unprofessional both companies would be, I would have found another place to take my business.

  

  Business Response

  Date: 12/05/2024

  I am writing to clarify that this customers complaint should be directed to Astound Broadband, not to Mpell. Mpell operates solely on behalf of *****************, and not directly with their customers. Mpell does not have access to customer information or eligibility for gift cards until ******* provides the necessary details. We are not privy to customer data prior to the initiation of the gift card distribution process. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. Only once ******* alerts us of your qualification is when we reach out letting you know its ready. 

  As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out directly to Mpells customer service, either via our phone line or email, to inquire about expediting the gift card process. Instead, filing a complaint with the BBB was unnecessary. Mpell was never contacted.
  To resolve this matter efficiently, we have created Teranysha in our system and the $100 Amazon GC has now been processed. The gift card email has been sent, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!". Sent to *****************************
  Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner.
  Thank you for your attention to this matter. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. 
  Mpell Support
  
  
  

• Initial Complaint

  Date:11/23/2024

  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.

  I started service with astound 6/2024 with the promise of an Amazon gift card. I have contacted astound multiple times just to be told Mpell is responsible for sending out the cards I have to wait to hear from them. Its been almost 6 months and I havent had any contact. I wouldve never signed up as a new customer had I know I wasnt receiving this large gift card.

  

  Business Response

  Date: 11/25/2024

  Hello ******,
  I am writing to clarify that this customers complaint should be directed to Astound Broadband, not to Mpell. Mpell operates solely on behalf of *****************, and not directly with their customers.
  ********************** does not have access to customer information or eligibility for gift cards until ******* provides the necessary details. We are not privy to customer data prior to the initiation of the gift card distribution process. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. Only once Astound alerts us of your qualification is when we reach out letting you know its ready. 
  As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out directly to Mpells customer service, either via our phone line or email, to inquire about expediting the gift card process. Instead, filing a complaint with the Better Business Bureau was unnecessary.
  To resolve this matter efficiently, we have created ****** ******* in our system and the $100 Amazon gift card has now been processed. The gift card email has been sent to ******, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!"
  Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner.
  Thank you for your attention to this matter. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. 
  Thank you,
  Mpell Support
  
  

• Initial Complaint

  Date:03/14/2024

  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 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

  Date: 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 Support

• Initial Complaint

  Date:01/25/2024

  Type:Billing 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 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

  Date: 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

  Date:05/31/2023

  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 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

  Date: 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

  Date:12/02/2022

  Type:Service or Repair 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.

  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 website

  

  Business Response

  Date: 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

  Date:09/29/2022

  Type:Service or Repair 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.

  Over 100 gift card rcn astond Over 100 gift card rcn astond

  

  Business Response

  Date: 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