ComplaintsforProsper Wireless LLC

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a government phone through prosper wireless in beginning of May. The plan changed in June. my plan re-up was July 2nd, & today July 5th sometime after 1230p my phone was off. When I contacted them they said my number was transferred to another service! Oddly enough I Did not do this or agree to this! Yet with ALL my information I get no answers on how or why or nothing. So they use my information to give someone else a phone to make pocket money?!!?! And I'm without a phone until I can get a new government phone. It's awful to do to the less fortunate.

  Business response

  07/12/2024

  Hi *******, I am so sorry to hear about your recent experience. As of June 1, 2024, there is no more funding for the *** program that you qualified for. For details regarding updates on the program, you can visit ****************************************************************************************************.

  When the *** benefit ended, there are no longer payments being made on the plans. However, we wanted to make sure our customer's still had talk/text/data available at no cost to them. So we offered a plan change which allows for our customer's to still have access to ********************** services. With this change, your plan renews at different times based on when the program was initially enrolled, not on the first of each month. Due to the inconvenience, I have refreshed the plans for you. You have active service with 4GB of data and 1000 minutes of talk/text. From the notes, it looks like the account was unable to be fully verified due to a spouse attempting to call in. We unfortunately are unable to speak with a third party without first fully verifying with the account holder. If you have additional questions or need additional support, please contact our ************* Director, *** at ************. You can also send an email to ********************************. 

  Please note the new refresh date will be the 12th of each month, and if you need additional data before that you can call ************ for options to purchase top **** Thank you for being a valued customer of **********************. We look forward to continuing to service your wireless needs. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An account was fraudulently opened in my name, which caused me to lose my ACP benefit from my provider. I contacted the company for resolution. I was told on the first call that I ordered the tablet, instead of the agent assisting me in finding out who ordered the tablet in my name. I called back two weeks later and spoke with "*****" she disconnected the call once I told her the purpose of my call. I called back immediately and got " ******", she told me she would have to escalate the matter and call me back in ***** hours. I refused a call back and requested information on how this application was submitted. At first, she stated it was submitted by phone, I asked for the payment method used and then she said "the application was made face to face". I then asked for the sales agent id and location that submitted the application and she refused to provide it.I informed her that either I am a victim of identity theft or your company is committing fraud against low income persons. I also informed her I will be making a complaint and pursuing legal representation against the company for fraud. I will be pursuing a class action lawsuit and reporting abuse of a government program to the **** I had to pay an extra $177.42 to my current provider due to this fraudulent activity and Prosper Wireless neither made the attempt or showed the desire to assist me in resolving this matter.

  Business response

  06/13/2024

  Hello, I was able to locate an account with the information you provided on this complaint. I was able to see that you called in on May 31, 2024 and spoke with one of our customer service representatives. Please note, that we take these matters of fraud very seriously and when notified take every action to resolve the issue. Given the *** program ending on May 31, 2024, we are unable to make some changes previously available. We are able to cancel the account on our end, however the benefit will not be able to be transfered. I am so sorry that this occurred. It is so unfortunate when things like this take place and we want to make every effort to make this right. You will hear from our Director of ***************** ***, via email to go over additional options for your lost *** benefit credit. In the meantime, you can reach her directly at ****************************** We look forward to ensuring a positive resolution for you. 

  Customer response

  06/14/2024

   
  Complaint: 21839988
  
  I am rejecting this response because: This has neither actively responded in a positive manner or taken direct steps to resolve this issue. So stating they take "fraud issues very seriously" has not been displayed when contacting the company regarding this matter. I was told originally there was nothing they could do, and the agent insisted I started this account after I had already told him I didn't. I want an actionable response, which means not being told someone will get back to me. If this matter is of great concern to the company they will reach immediately. In addition, I specifically asked how did they get my information and what sales agent submitted an application on my behalf since I was told this was done in person. This means I would have to sign the application and they would have a copy of my identification. They have refused to provide this information. I was told they don't track this information, why sign an agreement if you're not keeping track of it. What viable company would do this. Not only are they making false statements, they are intentionally being vague. So if this was a legitimate application submitted, that I supposedly signed, they would be forthcoming to help me resolve if some other individual besides them stole my information. This company has 49 complaints regarding the same issue. This is not a coincidence. This company is engaging in fraud against consumers, I intend to fully expose what they are doing, abusing a government program and stealing individuals identity. The *** ************************* needs to respond and/or be held accountable for these false business practices. 
  
  Sincerely,
  
  *********************************

  Business response

  06/14/2024

  Hello, as stated, the *** program is no longer active, so there is no action that is able to be done at this time. This government program ended on May 31, 2024. You cannot transfer your *** benefit due to the benefit no longer being active through ***. That is why our ************* Director is trying to reach you to discuss additional options and create an actionable solution that is acceptable to you. With regard to providing information about the account, we can discuss this as well once we can confirm the account in full. 

  Customer response

  06/18/2024

   
  Complaint: 21839988
  
  I am rejecting this response because: As I stated, I am well aware the program is over. That doesn't change the fact that my identity was stolen by your company.

  I want reimbursement for the money I had to pay to my provider for the benefit that was removed fraudulently in the amount of $177.42.

  As of this day no one has tried to reach out to me to get this issue resolved. I have called multiple times and confirmed who I am. I requested information from you to discern how and when this application was submitted, 

  in order for me to find out who stole my identity. The agent did not care to help or advise me. 

  I will not continue to go back and forth with messages and no results. If no one has contacted me in the next 48hrs to get this resolved to the right resolution, I will

  be forwarding this information over to the *** and the state's attorney general's office for an investigation into your company. 

  Please stop addressing questions that I didn't ask, and assist me with the complaint at hand.

  
  
  Sincerely,
  
  *********************************

  Business response

  06/19/2024

  Hello, In order to further assist you, please respond to the email from our ************* Director, ***. You may want to check your spam folder. Or, you can contact her directly at ****************************** She is ready to speak with you and assist you with a resolution. She has been unable to reach you by phone or email. We look forward to getting this matter resolved. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received notification from Xfinity that my Affordable Connectivity Program Credit had been canceled. It stated "because you de-enrolled from ACP you will no longer receive this credit". I didn't de-enroll, I did nothing. After contacting Affordable Connectivity.gov and then speaking to a representative, I was told that my account had been transferred to Prosper Wireless. I certainly did not, nor have I ever heard of them. I don't know how they did this, but certainly I am not the only one. I have spent 6 hours on the phone today trying to get this taken care of. Something should be done about this company as they are thieves,

  Business response

  03/12/2024

  Hi *****, Thank you for reaching out regarding your ACP benefit. I was able to find and authenticate an account with your information. I do not see that you reached out to our customer care team in regard to the account, however, it does look like you are already transferred back to Xfinity which means you were able to do the transfer out process as indicated with ACP. If you have additional questions about Prosper Wireless, please contact us at ************ seven days a week 9am - 9pm PT. 

  Customer response

  03/12/2024

   
  Complaint: 21390745
  
  I am rejecting this response because

  I want to know why this company thought they had the right to de-enroll me from Xfinity. Now, I am unable to get the credit for February and March and have to believe you received that Government money.
  
  Sincerely,
  
  *****************************

  Business response

  03/21/2024

  Hi *****, It is extremely unfortunate when someone commits fraud against you. I can understand your frustration. We comply with all ACP and National Verifier requirements for confirming identity when signing up someone for our program. Unfortunately, sometimes people are able to provide proof of identity that is not theirs. When these situations occur, and we are notified, we take immediate action to rectify the situation. That includes de-enrolling the account in question and doing and internal investigation. 
  If you are looking for more information about obtaining the credit for your account, please email us at **************************** and we will work with you to obtain the credit back. 
  thank you,

  Prosper Wireless

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent account opened in my name using my *** application number.As an all of the other complaints listed here, I was notified by my service provider that my *** credit had been transferred to another provider. I called the FCCs a CP department. They explained that I had transferred my credit to Prosper Wireless, a company I had never heard of. *** opened an identity theft case for me and gave me the number to prosper wireless so that I could call and take care of the situation. My first attempt to reach them resulted in them hanging up on me as soon as I told them the reason I was calling. The second time I called, I turned the tables on them. Their answering system tells you that they are recording the call. So, I decided I would also record the call, and notified the representative that I was recording for the **** I was told that if they disconnected the account it would cancel my *** benefit, and advised me that I should call my ******** provider have them transfer my *** back to my account, and that would result in Prosper closing the account. At no time did they offer to correct the problem. My ******** service provider now has an escalation ticket open to try and resolve this on their end. A third call to prosper wireless was made yesterday to insist that they cancel the account in my name. All of these complaints involve *** application theft. How are they still in business? I want confirmation in writing here on this public platform, that the account opened fraudulently in my name has been closed, with zero dollars due.In addition to the *** identity theft case that was opened, I also opened one with my identity, protection company, and filed a criminal complaint with the police.

  Business response

  03/11/2024

  ***************, We are very sorry for the inconvenience caused by your *** benefit being transferred to Prosper Wireless. I was informed that you were contacted by our ************* Director, ***. She confirmed that the *** benefit was de-enrolled with Prosper Wireless. If there is additional questions regarding this, please reply to our ************* Director directly. She will be happy to assist. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company steals your information and signs you up for wireless services. FRAUD . Filed a complaint with the police.

  Business response

  03/12/2024

  Hi ****, I would be happy to assist you with your concern. I was unable to locate an account with the information provided on this account. Can you please reach out to our ************* Team at ************? Our Representatives are available seven days a week from 9am - 9pm PT. You can also email us at ***************************** We would be more than happy to work with you to determine a resolution by email or phone as we do not have any account with your identifying details. Thanks, Prosper Wireless. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company enrolled me into their program without my consent! 1/31/24 I have ACP benefits that was stolen and now I owe my local internet company $145! They are frauds and scammers! I dont k ow how they received my information! However I reported them to the **** I want my bill paid now.

  Business response

  02/29/2024

  Hi *****, I am so sorry to hear that you had issues with your ACP benefit. Our records do not show any account under the name *********************. We have searched our database and are unable to locate an account that matches any information you provided. If you have time, please reach out to our customer care team at ************. Our representatives are available seven days a week from 9am - 9pm ET. Thank you, Prosper Wireless. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As many others have stated, someone fraudulently opened an account with ********************** on 01/09/2024. They got a tablet and/or cellphone in my name and took my affordable connectivity program benefit. Now I have an unexpected $52 bill that I have to pay. When I reached out to prosper wireless, ******************* up on me 7 times. On the 8th time I talked with ***** who would not give me any information about the account. He stated that they do have any account information and that I would have to contact the *** to get the account information. They cant see the account number or anything. I asked to speak with a supervisor and was told no one was available. Supposedly a supervisor will reach out to me within 24 hours but I highly doubt it.

  Business response

  02/13/2024

  Hi ******, I am so sorry to hear about your recent experience with your ACP benefit. We take matters of identity theft very seriously and act immediately when these situations are reported to us. I can see that you called in on Feb 7, ****. As discussed with our customer service representative, the account in your name was de-enrolled on Feb 6, ****. We are unable to determine where the benefit was transferred to, which seems to have been the reason our customer service representative offered you to speak with ACP directly. I am looking into the missed opportunity of the calls being disconnected and will follow up with our representatives with further training as needed. I am also having our ************* Director, ***, reach out to you directly to see if she can assist further. Thank you, Prosper Wireless. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Fraudulent account. I never signed up for the government ACP program and have not received any benefits from them. Why send a letter termination of service in which I never received, and doesnt include the account number? I called the company they asked for all my personal information to try and find an account than they hung up on me. Seems like this business is acting fraudulent as I never signed up and never got any benefits in which they received from the government funding.

  Business response

  02/07/2024

  Hi *********, Thank you for reaching out with regard to your *** benefit. It is unfortunate when situations of fraud occur. The letter was mailed out to the address on file to confirm the validity of the account owner. We take our consumer's privacy very seriously. We need to fully authenticate an account prior to moving forward with any action. Once you received the letter, as stated, you can contact us to fully authenticate yourself. The account number is your National Verifier account number which is provided to you by the *** and a unique number to yourself only. I have requested the account be de-enrolled based on the letter received and confirmation of being able to fully authenticate. This should be complete by close of business day today. If you have additional concerns, please reach out to our ************* Director, ***. Her email address is ***************************** and is eager to speak with you. Thank you, Prosper Wireless. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** has authorized a 2nd account under my Application ID and Name in **********, knowing full well that this is listed with the BBB as a scam but yet the *** will not disconnect the second account even though I verify that I am the holder of the application ID number turning this over to the *** and the *** after filing this complaint.

  Business response

  02/01/2024

  Hi ****** - We have no record of a customer with the information that you provided. Our ************* Director, ***, will be reaching out to you to discuss further and attempt to find a resolution for you. Prosper Wireless takes matters of fraud very seriously and will take immediate action to ensure that the account is de-enrolled and we can also place a block to ensure that this does not happen again. You can also reach out to our customer care team at ************. Or look out for an email and phone call from our Director. Thank you - Prosper Wireless. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prosper is a scam. They have been stealing my acp for internet service for 3 months and refuse to stop. Some how they intercepted the code for my acp . They claim I have to disenroll when I never signed up with them. My provider is ******** I DONOT receive ANY SERVICE from PROSPER WIRELESS!They claim I have to go through an escalation process. I did this last month with them. They took my ACP money for 3 months.

  Business response

  01/30/2024

  Hi ***** - I am so sorry to hear that your ACP benefit was transfered to Prosper Wireless without your knowledge. We take these matters very serious and ensure that we take immediate action when we are notified of any errors. I was able to find an account that was activated on January 9, ****. A call was made to our customer service department on January 10, ****. We need to be able to fully authenticate someones identity in order to de-enroll the account. In order for us to do this, we require that the person request the transfer through their desired provider which will automatically authenticate them through the National Verifier and de-enroll the account from our end. Once that is done it will then automatically enroll them into the desired provider. I see that process was explained on the January 10th call, and we anticipated that to have taken place. We received another call on January 30, **** and were able to fully authenticate the caller based on the attempt to transfer and at that time, we processed the de-enrollment. Our Director of ************** ***, will be reaching out via email and phone number on file to assist with any future concerns and to help ensure your ACP Benefit Credit was received back with ******** Thank you - Prosper Wireless. 

  Customer response

  01/31/2024

   
  Complaint: 21222484
  
  I am rejecting this response because:
  This is false,I filed out two transfers with ******* and my acp was intercepted and transfer back to prosper. Also how did prosper open an account in my name to steal my acp benefit to begin with? Like I said I never received any services from them. Why do I have to keep transferring my service when I never had Prosper as a provider to begin with? I would like my acp credited back to ******* for December and January. 
  Sincerely,
  
  ***********************

  Business response

  02/06/2024

  Hi *****, I am sorry to hear that you did not agree with the response. I can assure you that there was not another account opened with ********************** after the initial one on January 9, ****. That one was de-enrolled and our team has reviewed to place a block on your information to ensure that this cannot happen with Prosper Wireless again. For more details about your ACP benefit, you can reach out to ACP directly. Please know that we have taken every precaution on our end to ensure that your account cannot be transferred to us again. Thank you, Prosper Wireless. 

  Customer response

  02/09/2024

   
  Complaint: 21222484
  
  I am rejecting this response because prosper made sure they didn't steal the acp by canceling the entire benefit from acp.  Prosper refused to transfer the acp benefit back to Verizon.   They completely cancel the government benefit in its entirety , therefore I no longer am eligible for the benefit I was ***********!! Please reverse my benefit and let the acp know that prosper is responsible for theft and error in canceling my benefit!

  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  Thank you for your reply. You are more than welcome to reach out to our ************* Director, ***, to discuss in depth. Her email address is ***************************** and she has attempted to reach you. Prosper Wireless is unable to block any transfer, as all transfers go through ACP and National Verifier. We would like to assist you in researching this further if you have not received any action from ******** Thanks, Prosper Wireless. 

  Customer response

  02/23/2024

   
  Complaint: 21222484
  
  I am rejecting this response because:I was never a customer of **********************.  I was a customer of Verizon. 
  
  Sincerely,
  
  ***********************

  Business response

  02/29/2024

  We understand that you did not want Prosper Wireless as a service, however, in order for us to identify and address the situation there are several things that we need to verify. Our customer service department attempted to assist you with your concern on January 30, 2024. They were not able to assist as you were unwilling to provide any details for verification to ensure we were reviewing the proper account. From what I can see, this has been addressed and ******* has received the *** benefit based on the transfer request initiated. Please let us know if you need additional assistance. Thank you, Prosper Wireless. 

*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. ↩