Complaints

This profile includes complaints for CREDO Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CREDO Mobile

  30870 Russell Ranch Rd, Ste 250 Westlake Village, CA 91362

• 

  CREDO Mobile

  50 California St Ste 1500 San Francisco, CA 94111-4612

• 

  CREDO Mobile

  931 Village Blvd, Suite 905 Box 386 West Palm Beach, FL 33409

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:01/27/2025

  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 have been attempting to port my phone number from Credo Mobile to ATT since December 23rd. It is now January 24th. I simply want my phone number. We have tried 3 times to port my number. I have used 3 different account numbers and transfer pins nothing is working. I have called Credo and ATT multiple times and no one on either side is able to help. Credo claims the number has been released yet the number still works and ATT keeps claiming they need a manual response from Credo. Credo claims they submitted a manual response on multiple occasions yet ATT claims they have not received a manual response. It is federal law that my phone number is mine and they are required to transfer it. I want my phone number. It is as simple as that.

  Business Response

  Date: 02/08/2025

  For the security of the account, CREDO Mobile cannot provide a response to this complaint due to the customer information provided not being the account holders information we have on file. CREDO Mobile can only provide account related details to the account holder.

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On approximately December 23, 2024, I contacted CREDO; I'd lost my iphone; been taken by ambulance to hospital. Unhoused I was in a hotel after discharge (multiple disabilities); my belongings didn't include my iphone; I contacted CREDO by email (hotel room phone cost money per call-poor connection). They helped with claim. I discovered I didn't have money to pay insurance deductible $200; I couldn't file claim then and CREDO unable to provide/mail temporary iphone. Family mailed temp phone; CREDO mailed sim-which, since its Verizon, required money to "unlock" temp phone/sign plan. Family then provided deductible for insurance. Attempted to file claim with CREDO's insurer "likewize" and insurer wouldn't accept new address as valid here in CA. Unable to call likewize without a phone, I contacted them multiple times through their website contact form and by email-no response. Chat function not working. Again emailed CREDO for help multiple times, providing them with the new valid CA address and CREDO's only response was to call likewize-again, I have no phone; only email. I need CREDO to contact likewize to have their website accept as valid my new address so that I can complete insurance claim and have new iphone delivered to new address, with same mobile phone number that I've had for years. Need CREDO to send new sim card or activate esim when I receive replacement iphone from likewize-again, same phone number. CREDO needs to have CEO/management team email available to CREDO members when issues are not resolved with CREDO support team. Support team tried to, but unable (I had requested that management approval/involvement be obtained). Support team was always professional and helped as much as able. For years I've carried CREDO insurance coverage on my iphone received from CREDO, even when it was financially difficult to do so. Please CREDO, find another insurer that responds to email contact and chat requests. I can provide supporting emails on request.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 went to Lithuania from 9/19--10/3, and had problems using my mobile phone, even though I had set it up for international use previously. Most of my calls didn't go through, resulting in a tone or message that the call could not go through. I talked to CREDO customer service at an 800 number many times, relying to resolve this issue, which was not resolved. When I received my bill, there were over $550 in international roaming charges, including charges for calls to the help number. CREDO agreed to credit my account for the help number calls, but said that the other calls were valid and needed to be paid. Most of these other calls were labeled as "one minute"--thus, $3.99 each. I explained that I never talked to anyone on these calls, but they insist that the calls connected to their network and thus were valid. The reason I talked to the help person was the fact that most of my calls were not going through at all. There are several calls for more than a niumte that actually DID go through. I will gladly pay for these...but I don't think charging me for calls that I never actually made is fair.

  Business Response

  Date: 11/13/2024

  CREDO Mobile incurs the cost of an international call at the point the call accesses the CREDO Mobile network.  Even though the customer may have not been able to reach the person they were calling, the international calls accessed the CREDO Mobile network therefore CREDO Mobile incurred the international charge and in turn the customer was charged for the international calls.  
  
  The customer was credited $187.53 for calls made to CREDO Mobile customer service to assist with international calling issues while traveling.  We have placed an additional credit of $43.89 on the account for the "one minute" calls the customer is referring to.  Based on review of the usage timeline, we understand the customer may have faced issues when placing international calls.  As a courtesy we provided the additional credits even though CREDO Mobile incurred the cost of the international calls made by the customer.
  
  CREDO Mobile considers all issues resolved.

  Customer Answer

  Date: 11/14/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22480624, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M*** *** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My cell phone bill was due on Sept 16. My auto pay payment did not go through. I attempted to pay manually and the payment went through on September 26. On Tuesday October 1 my cell phone service was shut off. Credo claims that I still owe them money for the Sept 16 bill even though I paid more than the bill amount. They claim that the payment was allocated to my October bill, rather than the September bill that I paid late, even though I had no choice to allocate to one bill or another when I made a payment. This makes no sense - why wouldn't the payment be credited to the outstanding bill by default? and if their system works this way, how is it my responsibility to know this? They are trying to get me to pay for two months in order to get my service restored, even though the current bill isn't due until Oct 17. This feels predatory. Furthermore, I find it excessively punitive they would shut off service in under 2 weeks of a past due balance without warning. I received emails with vague language stating I needed to pay "immediately to avoid any service interruptions" with no shut off date. Cell phone service is regulated as a utility and should not be possible to shut off service so quickly as this is an essential service that people rely on. This is my only phone. And now because of their strange system error that they are refusing to rectify, this incident has gotten me stranded at a train station after work, completely disrupted multiple work days, made it impossible for my family to get in touch with me and for my spouse to use his phone for work. Plus we are now paying them for phone service that has been turned off. The entire situation and the way Credo customer service reps have reacted so far has been completely unacceptable. I need my payment credited to my account properly, a credit for the time I am paying for but do not have phone service, and for my phone service to be restored right now.

  Business Response

  Date: 10/11/2024

  A payment was made on 9/16/24 in the amount of $96.71 and was applied to the 8/22/24 invoice that was due on 9/16/24.  The $96.71 payment was returned by the customers financial institution on 9/21/24. On 9/21/24 the customer made a payment of $101.71 to cover the returned payment on the 8/22/24 invoice.  On 9/26/2024 the customer logged into Member Services and made a payment of $116.71 and that payment was applied to the 9/22/24 invoice which was the only outstanding invoice at that time because we had not received a returned payment at that time. On 9/27/2024 the $101.71 payment was again returned by the customers financial institution.  The $101.71 returned payment was for their 8/22/24 invoice that was due on 9/16/2024.  Between 9/27/24 and 9/30/2024 we tried reaching the customer via email and phone, but were unable to reach the customer.  On 10/1/2024 the service was suspended for the 9/27/24 returned payment. On 10/2/2024 we restored the service pending payment of the $101.71 returned payment by 10/17/2024 (originally due on 9/16/24).
  We are sorry for any confusion or inconvenience the customer may have experienced.  As a courtesy, a $20.00 credit was applied to the account. 
  The $81.71 account balance is due on 10/17/24.

  Customer Answer

  Date: 10/14/2024

  
  Better Business Bureau:
  
  I want to emphasize that Credo needs to review their internal processes because in the course of communicating with customer service representatives it became clear that what the reps are seeing on their end is not the same information I am seeing on my end in my online account. Reps also don't seem understand whats happening internally. Its a problem that payments would be allocated in the way they describe. Additionally Credo claims that they were unable to reach me when I have several email exchanges as well as online chat exchanges in which I engaged with customer service to try to resolve this matter before service was suspended.  

  I have reviewed the response made by the business in reference to complaint ID 22370167, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/29/2024

  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.

  My wife's cell phone was used without her knowledge to make calls form Warsaw, Poland to the US. One for 114 minutes on July 3, 2024 at 3 AM and two others to the same number on July 13th and 17th. We do not recognize the number and we were unable to discover to whom the number belongs. Her cell phone was in her possession at all times, We explained this to Credo Mobile, but they refused to investigate or even to take our complaint seriously and declined to offer us credit (of $439.53) for these bogus calls. Clearly her phone was hacked and someone managed to make calls using her number without her knowledge and therefore we should not be expected to pay these charges.

  Business Response

  Date: 09/06/2024

  The customer contacted CREDO Mobile on 8/7/2024 requesting a credit of $439.53 stating they did not make the phone calls related to international charges incurred on their invoice.  The credit request was denied due to the international services being used on the CREDO Mobile network by a mobile phone number on the CREDO Mobile account.  The international charges in question were incoming calls made to the customers CREDO mobile phone number and the customer answered the incoming calls.  The customer states they do not recognize the phone number in question, however a review of the account revealed the phone number in question has made incoming calls to the customers CREDO Mobile phone number numerous times, as far back as 4/1/2021 and the latest being on 8/18/2024. All international charges billed on the customers CREDO Mobile invoice are valid.

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: 22212000
  
  I am rejecting this response because:  Originally I was told by CREDO that the call to the number in question were OUTGOING calls, now it seems I am being charged $2.99 per minute for an INCOMING call.  How is that possible? Why are we being charged for receiving calls? Secondly, when I called Credo's costumer service I was told that the time of the longest call was noted as 9:21 EST, that is, US time, which would have meant the call in Poland was at 3:21 local Warsaw time.  We were provided with inaccurate information, thus being misled by CREDO.
  
  Regards,
  
  C********** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/20/2024

  When traveling abroad any incoming or outgoing calls that occur on the CREDO Mobile network will be charged at the per minute rate specific to the country the CREDO Mobile customer is in at the time the incoming or outgoing calls occur. At the time the calls in question were received, the per minute rate for calls made to and from Poland was $2.99 per minute.  The times displayed on call usage details come directly from the underlying carrier.  We are sorry for any misunderstanding the customer may have had on whether the calls in question were incoming or outgoing.  All international charges billed on the customers CREDO Mobile invoice are valid.

• Initial Complaint

  Date:06/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 paid my phone bill late and they say I did make a payment which on my bank it clearly shows I made a payment. The system charged me twice, so I disputed 1 of the charges. They Credo shut my phone off. This company was once a good company and they helped me out plenty of times so I stayed with them. But now they have gone downhill. Rude agents leave you on hold for 15 minutes. Just awful service you get now

  Business Response

  Date: 06/22/2024

  On 5/31/2024, the customer logged into Member Services and made two separate payments of $251.00 with two different transaction numbers.  One payment was for their 4/22/2024 invoice and one payment was for their 5/22/2024. On 6/8/2024, the customers financial institution returned the payment the customer made on the 4/22/24 invoice and not the payment on the 5/22/24 invoice. Due to the customers financial institution returning the payment on the 4/22/24 invoice that was due on 5/17/2024, the customer had a past due balance and their services were suspended on 6/10/2024.
  As a courtesy, on 6/11/2024 we restored the customers service to allow them time to make the payment on their account to cover the payment that was returned on 6/8/2024.  On 6/13/2024 the customer made a payment to cover the payment that was returned on 6/8/2024. 
  
  
  CREDO Mobile considers all issues resolved.

  Customer Answer

  Date: 06/24/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21828790, and find that this resolution is satisfactory to me.

  However, according to the website it said the payment did not get authorized cause a double payment as I assumed I put in the wrong number. If the website would have rejected the transaction properly this would have not occurred. 
  
  Regards,
  
  L****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  Credo is a cell phone carrier. I was paying too much for this service, so I decided to change carriers. On Dec 12, a new carrier tried unsuccessfully to port the number, so I let it go, and decided to try again later. I called credibcustomer service on 12/23 to try to figure out what was needed. I was given a PIN number to use to port out my phones. Later that day, we tried again with a new carrier, and received an error message stating that the number was ”ineligible for porting.” The next day 12/24, I called credo again, and was told that there is no reason that I should get that error, and was given a different PIN number. I tried yet again, and still got the same error from credo. So I made the decision at that point to buy a new phone and just get a new number for my daughter on the other carrier, with the intention of cancelling later, after the holiday. A few days later, using the same PIN number that I was given by credo on 12/24, I was finally able to port my number to the other carrier. Since then, I have been unable to get into my credo account online, so I have to call and speak to the inept customer service people over and over in order to cancel my phone and move on. It has been over a month now, and I still cannot get an account of my charges. I want to dispute the charges for both lines after 12/23, the 2nd time that I tried to port my phones.

  Business Response

  Date: 01/30/2024

  The customer first started requesting to port out both MDNs on 12/9/2023.  The OSP (other service provider) was continually submitting the request with the incorrect account information. Multiple agents provided the customer with the correct port out information needed to correctly submit the request but the OSP was sending the incorrect account number and PIN on both MDNs in multiple requests.  Once the OSP submitted the port out request with the correct account information on 12/27/2023 both MDNs successfully ported out.  The delay in the customers numbers porting out to the OSP was due to the OSP not providing correct account information on multiple requests.  Multiple agents worked diligently with the customer to provide the necessary port out information.
  The customer can login to Member Services up to 90 days after their account is disconnected by using the email address that is on their account and resetting their password if needed.
  The customer has a zero balance due on the account.
  CREDO Mobile considers all issues resolved.

  Customer Answer

  Date: 01/31/2024

  
  
  Complaint: 21165407
  
  I am rejecting this response because:

  The response is full of inaccuracies and flat out lies.

  They are simply trying to frame this situation as though I am inept and complaining about nothing, while they provide information that is untrue.

  I was given an incorrect porting number more than once, and I have witnesses that listened in on conversations with CREDO. I had requested that they clear my unfair $35 balance due to this situation, and they refused to do that until this complaint was filed.

  CREDO was billing me a late charge and I received an invoice for $38.36 5 days ago (attached). They are claiming that I have a zero balance, but that only came about in response to my BBB complaint.  I suspect that I may be billed later, as they are clearly duplicitous and willing to lie to BBB about this situation.  

  
  
  Regards,
  
  L***** ******
  
  
  
  
  
  
  Jan 25, 2024, 1:06?PM (6 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  
  
  Member #: 3078712
  
  Dear Leslie,
  
  Your CREDO Mobile service is now disconnected. Please pay your final invoice amount of $38.36 today to avoid having your account sent to a collection agency.
  
  There are 3 easy ways to pay your CREDO Mobile bill:
  Sign into your Member Services account at www.credomobile.com/sign-in/ to submit payment
  Mail us a check at: CREDO Mobile, P.O. Box 981445, West Sacramento, CA 95798-1445 and be sure to include your member number on the check
  Call us at 1-800-411-0848 and make a payment through our automated system
  If you have already paid your total amount due, thank you, and please disregard this notice. If you have any questions, respond to this email.
  
  Sincerely,
  CREDO Mobile Customer Service
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In the month of Dec 2023, Credo Mobile started false advertising about selling devices with 50% off when enrolled into Credo Mobile services. I applied over 6 times with my name and my wife applied for 3 times on different PC, browser but every time we applied we were getting same message at the end saying Application Denied by Credit monitor company Equifax. After reaching out to their support via chat, email and phone, was told that we were entering something wrong when filling the application that is why the application was not going through. So we wasted near to 7 hours in the month of Dec to get the services and left it as it is. In the month of January around Jan 8th got another message from Credo Mobile saying there was a glitch in their system and that is why the application did not went through. I did talked to manager Joule, Albert, Kasam, and various other agents and tried again submitting the application with my name. Again after trying over 4 times, a ticket was opened by the manager and on Jan 9th was told that system issue was resolved but the application was not going through as I was picking up the 1gb data plan instead of 3gb data plan which was required for the promotion. Credomobile.com website or its agents so far have not disclosed anything So now on Jan 9th, I did submitted the application again with 3gb plan and finally my application was submitted and order was placed. Within 10 minutes, my order got cancelled again. After seeing this shock I spend hours talking to different reps and no one was able to tell me why my order was cancelled. This shows Credo Mobile hand picked its customer by their race, name, or other federal prohibited demographics to allow or disallow customers order. Overall I did spent more than 21 hours, 27 emails, 33 phone calls in the span of 15 days. Credo mobile should stop this kind of poor marketing where they are only collecting user information via various means and may be selling it in the open market

• Initial Complaint

  Date:11/21/2023

  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 sent a check of $165.35 for my bill owed to CREDO mobile on October 27th. The check was sent on time. I was out of town for 17 days. 4 days later, on the 17th, my phone was disconnected, for lack of payment. I then found that my check had been returned as undeliverable. Apparently the CREDO processing office had moved and didn't forward the mail. I was NOT informed in advance of the move or that my payment was late. I called the next day. They told me to pay by credit card and told me they would take my Amex card but I would have to call back to pay. I did so and they would NOT take my Amex (I have had this issue in the past). I had to call back and they said that they would contact me in an hour or so and expedite my service. Meanwhile I re-mailed my check to the new address. 4 hours later I called, still without service. After several tries I was disconnected while waiting for a representative. When I finally got through to a representative they said it was being expedited and they couldn't do much more partly because it was the weekend. In the meantime I had several work related and time sensitive phone calls that could not be taken care of and I had to resort to email. By the next day, I still had no service. I called again. The representative said that they were waiting for my check! This is specious since the reason I was disconnected was through NO fault of my own and they should have made the effort to give me my service back ASAP. For the third time I asked for a supervisor, but at no time did they connect me to one. This time after being put on hold the representative told me something unintelligible and hung up. I called again Monday and asked for a supervisor and the representative said that the supervisor was unavailable. I also received 2 emails that promised that they would be contacting me and they never did. I've had no service for 3 1/2 days. I have been a client of CREDO for 20 years. This is bad business and unconscionable.

  Business Response

  Date: 11/30/2023

  CREDO Mobile's mailing address changed and all correspondences were updated to reflect the new mailing address.  A forward was put in place with USPS to ensure any payments customers sent to the old mailing address would be forwarded to our new mailing address.  Unfortunately, it appears the customers payment was not forwarded to the new mailing address resulting in CREDO Mobile not receiving the payment on time.  We sent multiple notifications letting the customer know their account was past due and a payment needed to be made.  CREDO Mobile did not receive communication from the customer so their service was suspended for non payment.  The customers service was restored once communication was received to the proper team what the issue with the payment was.  We are sorry for any inconvenience the customer experienced due to their services being suspended and for the delay in the services being restored. CREDO Mobile has placed a $30 credit on the customers account for the customers inconvenience. 

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: 20898857
  
  I am rejecting this response because:

  CREDO claims that they sent multiple messages that my payment was late. I looked in my records. They had only sent one on the day that I was returning from out of town. I checked my payment history at that time and saw that I had sent a check in October so I presumed that it would still have arrived in time. I didn't know then that my check had been sent back. Subsequent to that I NEVER got another notice that my account was in jeopardy of being disconnected. Even so, my account was only 18 days late. After 20 years of being a client with this company I have only been late 2 or 3 times, corrected the situation promptly, and have a reliable history of payments. There was no cause for them to disconnect me so readily, and since it was because of a move by CREDO that caused my check to return, they were entirely at fault and should have acted immediately to remedy the situation.

  CREDO claims that they reinstated my service, but it took them 4 days to restore that service after multiple frustrating calls from me that it had not been reinstated. I spent time, stress, and even may have lost money because of calls that I could not make or receive in that time.

  CREDO offered a $30 reimbursement. That is not enough in my opinion after the hoops I was forced to jump through because of an issue that was ENTIRELY Credo's fault.

  Therefore I do not accept this resolution.
  
  Regards,
  
  E***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/11/2023

  We sent an email to the customer asking them to please advise what compensation they are requesting so we can try and come to a resolution.

  Customer Answer

  Date: 12/11/2023

  
  Complaint: 20898857
  
  I am rejecting this response, Here is my reply to CREDO. [See screenshot of the email attached]:

  I do not accept the reimbursement amount of $30. 
  

  First of all CREDO claimed that they tried to notify me multiple times. After looking in my phone and email records I could only find 1 text message that I didn’t take seriously at the time because I was content that I paid the bill and that CREDO would receive my check. Mind you I was out of town and did not know that the check had been returned. 
  Furthermore I can’t believe that after only 18 days of being late that that would constitute cutting off my service. I was a loyal customer who paid in full every month and was rarely late.
  In frustration I went to another carrier and to make matters worse it took 3 days to get my number ported over because CREDO would not immediately give T-Mobile a portage number, so I went without full phone service for another 3 days.
  For the stress and the agitation that I had to go through because of an error on CREDO’s part, reimbursement should be far more than the $30 offered. In fact, when I finally got an email from CREDO a few days ago I was so agitated that I’m sure my blood pressure went up. I could not even reply to the email again until I could calm down.
  To be honest, I have no intention of paying the final bill and have signed on with a different carrier. That, to me, is my only recompense and I am sorry that CREDO has led me to this. 
  
  PS: It should be noted that after multiple times on the phone asking for a supervisor to no avail, and with promisees that I would be contacted about this issue, apparently NO ONE from CREDO made an effort to contact me till the Better Business Bureau incited a response from them. The only other responses from CREDO after multiple phone calls to fix this issue were automated “Ticket Resolved” emails, and I had to keep responding to those that the issue had not been resolved. That is untenable.
  
  Regards,
  
  E***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/02/2023

  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 had been a customer with CREDO mobile for more than 10 years. Recently I have had a number of major life events and had not been paying attention to my bill. I discovered last week that I had been paying data charges 3x the amount of my base bill. I was unaware of the data overages and never received any notification from the company that I was going above the data limit. In a typical week, I receive one email a week from this company but nothing was received about the overage on the data by me. No text, no phone call, no email, nothing, just sat back and collected my hard earned money. I called customer service to first get an explanation about this huge leap in the bill, and then to try and resolve the issue. More than 2 hours on the phone with customer service over several days resulted in no lenience on the charges, not a penny! I offered to pay 50% of the overage charges and this was rejected with their reason stated being that "they sent me text messages and so the charges are valid". I never received the text messages. This so called progressive company all about "the people" is as ruthless as Verizon or any of the other telecom giants, in fact. Their advertising is misleading, their customer service is abysmal (not just in this instance, it has been going downhill for many years), and the personal touch that you would expect from a smaller company that hangs its hat on its progressive values is laughable. I own a small business myself and I cannot imagine treating a customer of 10+ years (who they have made thousand$ off me) this way. I'm starting this complaint with the BBB and seek a resolution of no further payments to CREDO. In the middle of this dispute (and in the midst of my brother's death last week) they shut off my phone service. My bill was at $284.65. Tonight to get the phone turned back on so that I could field phone calls and texts from family members, I paid $169.31. I am requesting that they drop the remaining charges of $115.34.

  Business Response

  Date: 11/13/2023

  The customer is on a 3GB plan.  The customer has used excess data over their 3GB plan limit for 12 out of the 15 invoices since August 2022. Each time the customer exceeds 75% of their plan limit and then again when the customer exceeds 100% of their plan limit, CREDO Mobile sends a text notification to the customers phone number.  Each invoice that is generated displays the amount of data the customer has used.  CREDO Mobile also offers short codes that a customer can text USAGE and receive a text back with the amount of current data usage on their phone number. Member Services is another place the customer can access the data usage on their phone number in real time.  CREDO Mobile offers many ways a customer can check how much data usage their phone number is using.  We understand there are certain emergency situations that would cause a customer to go over their data plan, but in instances where it is a common occurrence that a customer goes over their data plan we will not normally issue credits for the data overages.  When a customer is charged a data overage top-up they receive an additional 1GB of data per $15 top-charge.  They have that additional 1GB of data to use for 30 days. As a courtesy due to the customers family emergency, we have placed a credit of $45 on the account to cover half of the top-up charges that were incurred on the 9/22/23 invoice. The current charges the customer is referencing on the account for the 10/22/23 invoice are for the service plan fee, any related taxes and fees, additional features the customer has opted for, and four data top-up charges.  This invoice cannot be credited off the account.  This invoice and any future invoices are for the customers CREDO Mobile service they signed up for and are actively using.