ComplaintsforCREDO Mobile

• Initial Complaint

  06/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Credo Mobile contends that, as a new sign-up customer, and after several days without service on my new sign-up account, all has been “resolved", when, in fact, that is not the case and there is no phone service on either of my 2 phones on the new account with them. They then sent me a message stating that my “ticket is resolved", when, in fact, it is not. So, I sent them a message (below), but have not heard back. Plus I want them to know I have enlisted the assistance of BBB: "No! “The ticket is absolutely NOT "resolved” and I HAVE ZERO PHONE SERVICE SINCE Thursday, September 21, and your system does not even recognize the accounts when I follow the set-up instructions that were included in the SIM card(s) mailing. When neither of the 2 cell phones on the Credo account were activated, and I had no service, I drove to a local country store and USED THEIR PHONE to report all of the problems signing on to Credo, and IT NOW APPEARS THE PHONE I USED/BORROWED (830 --- ----) TO REPORT THE COMPLETE OUTAGE OF MY CEL PHONES ON SATURDAY, SEPTEMBER 23, WAS PICKED UP BY CREDO INSTEAD OF THE NUMBERS ON THE ACCOUNT I AM ATTEMPTING TO OPEN: 210 --- ---- and 210---- ---- ! Please resolve this as quickly as possible and help me establish service, a portion of which was IMMEDIATELY charged on my credit card ($96.31) long before I even received service itself!" S**** ****

  Business response

  10/11/2023

  The customer signed up for service with CREDO Mobile on 9/20/23. The customer activated the service on 9/22/23, however due to some activation issues the 1st line on the account was not fully activated until 9/27/23 and the 2nd line was not fully activated until 9/28/23.  CREDO Mobile agents continually assisted the customer in troubleshooting the activation issue. We applied a credit of $19.44 to the account for the seven days the customer was without service for both lines.  CREDO Mobile's ticketing system generates a ticket each time the customer contacts us.  The customer contacted us multiple times generating a ticket each time.  We do not keep multiple tickets open on the customers account to ensure the customer is provided the best customer service experience. When a ticket is merged into an open ticket it generates a notification to the customer that ticket was resolved, but this does not mean the issue is resolved it just means we were consolidating tickets to be able to view all interactions in one place. We apologize for the confusion in which the customer thought the tickets were being closed because their issue was resolved. The $96.31 the customer is referring to that was charged "immediately" is the service activation fee.  This fee is charged at the time the order is placed.
  
  
  We are sorry for the inconvenience the customer experienced when trying to activate their service on the two lines.
  
  
  CREDO Mobile considers all issues resolved as both of the customers lines are activated and working.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I began the process of switching my phone carrier from AT&T to Credo Mobile on 18 July 2023 expecting to save money. Instead I got awful customer service: bad instructions, misleading statements, and promised calls back and promised instructions that were never received. Less than 24 hours after switching I moved to switch back, according to the assurance that I could 'cancel any time', which to them evidently defies any conventional meaning. I have received numerous assurances, per my requests, that billing and the account have been discontinued, only to later discover that they have not. Repeated requests to customer service, to provide me with written assurance that billing has been discontinued and my account closed, have been agreed to but not implemented. Several requests were required to obtain a transfer pin number to switch back to AT&T, evidently to forestall cancellation and to enable them to continue billing me, despite repeated requests to cancel and to their repeated oral assurances to honor the cancellation. As of today, Friday, August 4, 2023, 9:24 AM EDT, Credo Mobile has still has not cancelled my account over a week after I first called to cancel it. A person calling himself 'Linville' evades questions and invents self-serving definitions for the words 'discontinue' and 'cancel', apparently to provide rationales to continue billing me on an account they will not close. Today I was again assured, by phone and orally only, that my account would be closed and that I would receive an email to this effect. Instead I received an email, attached, stating my 'ticket' has been 'resolved', with no indication as to the nature of the 'ticket' and NOT indicating the account is closed and billings reversed as assured. I expect to billed indefinitely on an account Credo appears unwilling to allow me to close, in contradiction to their repeated assurances to the contrary, which assurances they refuse to put in writing as requested.

  Business response

  08/17/2023

  The customers MDN ported out on 7/25/2023 once the other service provider provided the correct port out information.  The account was inactivated on 7/25/2023 with CREDO Mobile. CREDO Mobile will never prevent a customer from porting out their number. Once the other service provider provides the correct port out information the port out will always process.  When the customer called in on 8/4/2023 to confirm the account was cancelled, the agent advised the customer the MDN had ported out and explained the difference between porting out and cancelling the service. The customer wanted to port out their number, therefore the account could not be closed until the port out completed. The agent advised the customer that once the port out request completed the account was closed on 7/25/2023. We apologize for the customer not receiving an email confirmation from the agent that their account was closed.

  After all disconnect credits were applied to the account there was a $5.55 balance on the account. We have credited that balance and the customer has a $0 balance on their account.

  The refund request for the activation fee paid at time of order was rejected because the customer activated and used the service from CREDO Mobile. From 7/24/2023-7/25/2023 the customer texted 54 times, placed 3 phone calls and used a small amount of data.

  The customers email address is not subscribed to CREDO Mobile, so the customer will not receive any marketing communication with CREDO Mobile.

  CREDO Mobile is sorry for any inconveniences the customer experienced.

  CREDO Mobile considers all issues resolved.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I could not find a company address on the website that matched the options on your website. I signed up for Credo phone service a couple months ago because of their support for progressive causes. Then I had trouble changing my credit card on file to make a payment. It turned out that although I spent hours on the phone working through the decision to switch (I have a disability and very specific though "small" accommodation needs), I was not informed that they were about to make a switch so that my PO Box mailing address could NOT be entered on their website. When I called about the problem, they informed me that the policy change was made a couple weeks ago. When I escalated my concerns to a supervisor, I received an email saying that they would not change their new policy because they only ship via non-USPS carriers. --Non-USPS carriers do not deliver correspondence. --Non-USPS carriers bring things to my door, which is secure, instead of a street-side rural-style box which is sometimes robbed or destroyed and can't be monitored from my house. --Non-USPS carriers sometimes contract for USPS to deliver packages, anyhow. So, I cannot enter a billing/correspondence address for my account that matches the billing address for my credit card. There was an option to enter a different address for the credit card THIS time when I tried to use a new credit card, but the printed receipt still shows the street address as "Bill address." This is NOT a safe, secure, or valid bill address! This is an issue that affects thousands of folks in areas that don't have safe, secure reliable street addresses...poor neighborhoods, Native reservations, small towns without street names. It could also affect people in vulnerable situations such as domestic violence situations where a victim's mail is searched and the victim may be in danger if it's known they have a separate cell phone account. I have wasted a great deal of time, and I want the policy changed.

  Business response

  07/04/2023

  CREDO Mobile uses FedEx as their shipping carrier.  FedEx does not allow direct shipments to a PO Box.  CREDO Mobile's system allows a service address and a mailing address.  The service address must be a physical address to ensure we can provide service in the area.  If the customer does not receive paper invoices we encourage the customer to have the mailing address as their physical address to ensure when orders are placed the order is not delayed or not processed due the mailing address being a PO Box.  Other than paper invoices CREDO Mobile would not be sending the customer any other type of mailings.  If the customer has a concern or a special request that the mailing address be a PO Box, we can accommodate that with the expectation being set with the customer that orders placed would require the address to be changed from a PO Box to a physical address during the order process.  
  Per the customers request, the mailing address was updated to a PO Box on 6/23/23 and currently still shows as a PO Box for the mailing address.

  CREDO Mobile is sorry for any confusion on the allowance of a PO Box as the mailing address upon the customers request.

  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 7, 2023, I purchased a new phone from CREDO's website to replace my earlier one that unexpectedly died. On their website, I found a certain phone shown for $9.58 a month over 24 months after a special $250 promotional discount was applied to the order. I carted the phone, and the website showed that the offer was being properly applied to the purchase, so I placed the order. (See the attached screenshot). The next month, upon receiving my first bill after the transaction, I saw that I was being charged $20 a month instead of $9.58, which is the amount without the $250 discount. (It adds up to $250 extra over the 24 months of the payment plan). I contacted the company, and they told me that my transaction wasn't eligible for the promotion, and that I would have to pay the full price. I believe this is deceptive and unethical as a business practice. If a coupon is honored at the point of sale -- which it apparently was -- it is improper to then later say that it isn't honored and charge the customer more. CREDO has acknowledged in our phone conversations that the promotion shouldn't have appeared on the website as being applicable to that transaction -- but that is the website's mistake, and not mine, so I feel that the business should absorb the cost of that mistake, not the customer who was misled by it. I have also asked CREDO to allow me to cancel the agreement and return the phone -- since I never agreed to pay $20 a month, and they are changing the payment terms after the purchase has been made, I feel I should at least be allowed to cancel the transaction. However, they are saying that the 15-day return window has already elapsed -- but I had no way to know that the promotion wasn't applied until I received my first bill more than 3 weeks later. I would like one of the following resolutions: either the monthly amount shown on the website should be honored ($9.58), or I should be allowed to return the phone and cancel the agreement without penalty.

  Business response

  06/24/2023

  A full review of the account was done.  The SP250 promotion that was running during this timeframe was for an Add A Line (AAL) with an iPhone SE 64GB to receive an additional $250.00 off the device if purchased on a device payment plan (24 months).  This offer was not valid for an Upgrade.  At the time of this promotion there was not a place to put a promotion code for an Upgrade, the only order that could have a promotion code entered was an AAL order.  If the customer would have completed an AAL order with an iPhone SE 64GB and the SP250 promotion code they would have received the promotion, but since they placed an Upgrade order with an iPhone SE 128GB, they did not receive the additional $250.00 off the device. The screenshot the customer provided is from the cart, not after the order was placed.  The screenshot is prior to placing the order and changes could have been made by the customer, such as if the customer realized they were adding a line instead of upgrading and changed the order.  If the customer would have proceeded with the order in the provided screenshot they would have had a line added to their account, but there was not line added to their account which means the customer must have changed the order to an Upgrade order, which is why the promotion was not applied.
  
  The promotion cannot be applied to the device due to the order that was placed not qualifying for the promotion.
  CREDO Mobile's return policy is 14 days from the date of purchase.  The customer purchased the device on 4/7/2023 and they were first invoiced for the device on 5/1/2023, however the customer did not call in inquiring on the price of the device purchased until 5/20/2023. The customer did not contact CREDO Mobile until well outside the 14 day timeframe.

  Customer response

  06/28/2023

  
  Complaint: 20193862
  
  I am rejecting this response because:

  CREDO continues to claim that the offer shown was only for Add A Line, but I never tried to add a line to my account. I was navigating within their website through the "Upgrade Device" option, since my only purpose was to replace an existing device that had died a few days prior.

  My belief is that the website was improperly designed, and may have shown me a promotion on the site that didn't align with CREDO's own internal policy about which types of transactions the promotion was applicable to.

  However, that is CREDO's mistake -- not the customer's. When I agreed to pay $9.58 a month, and clicked "Place Order," that is the amount I was agreeing to pay -- it is not acceptable for CREDO to then change the amount I am paying to some higher amount that I never agreed to.

  The response from CREDO implies that I may have taken a screenshot of the order in my cart, and then navigated away from that or placed a different order. Herewith I am attaching a second screenshot, taken less than 30 seconds after the first one I sent, that shows the order confirmation. I hope this verifies that I was simply placing the order right after viewing it, not navigating elsewhere to their website.

  Furthermore, as the confirmation page shows, I was provided with nothing more than a Thank You and a number -- there was no receipt or itemized confirmation of what I had agreed to, nor did I receive any e-mail to document my transaction. I therefore had no way to know that my order was any different than what I had agreed to on the previous page -- until I received my first bill 23 days later.

  Accordingly, I feel that it's disingenuous to say that they can't honor a return or cancellation of the order because "the customer didn't communicate with CREDO within the 14-day window" -- I had no way to know, within that window, that the discount code wasn't being applied to my order. If I had known that, from having been given a proper confirmation receipt, I would have taken immediate steps to cancel the order or return the phone.
  

  I stand by my claim that this dispute was due to poor electronic communication on CREDO's part -- both on its website and in failing to provide the proper documentation via e-mail in a timely fashion.

  I also stand by my belief that when a coupon or discount is honored at the point-of-sale, a merchant can't then retroactively decide not to honor it -- that is an unethical business practice, but that is what I contend CREDO is doing here. A customer can't be back-charged a different amount than what they agreed to pay at the moment they clicked "Place Order."

  I would appreciate any help that the BBB can provide in reminding CREDO of the expectations that a Better Business should follow in dealing with their customers.
  
  Regards,
  
  A*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan. 2022 I added a new phone line at CREDO and signed up for a free flip phone. The phone was going to be used as a house phone. When I called to cancel this line last week, they told me that I had to pay off the balance of the flip phone. I was a little confused but said ok, let me pay it off so I can cancel that line. Once I paid with my credit card, I said, why am I paying for a phone that was free. They claimed that when I initially got the flip phone I was upgrading that line with the flip phone. I tried to get them to understand that it was not an upgrade from one phone to another but that I established a new line and was supposed to get the flip phone for free. When I asked them to tell me what phone was on that line prior to the flip phone, they could not give me that answer. That is because there was no other phone prior to the flip phone for this line. Second, in Sept. 2022, after I established a new line and purchased a new phone for my kid. Once I established the new line and purchase the new phone from CREDO, the rep said I was entitled to a $100 credit. They gave me a CREDO number to call back in 90 days to get that credit. I waited the 3 months then called the number they gave me and the rep. said my credit did not show up. Then I called CREDO and they said since there was no promotion code used at the date of my establishing a new line and purchasing a new phone with them, i could not get that credit. My big question to them was, why would the initial rep that set up the new line and sold me the phone, give me the phone number for the credit, why would they not enter a code and how am I supposed to know they did not enter the code. How is this my fault? Through both of these headaches, I got a lot of "I know this is frustrating" and "I am sorry that this is so upsetting" but never did someone offer to try to get the amount I was charged for the flip phone, credited back to my account nor honor the $100 credit they promised in Sept. 2022.

  Business response

  06/24/2023

  A full review of the account was done.  When the agent placed the order on 1/12/2022 for the NUU F4L for the customer, the $100 off selected phones promotion was not applied to the order.  The customer is correct that they should have received the NUU F4L device for free.  We have refunded the customers credit card on file the amount the customer paid for the NUU- F4L device. We are sorry for any inconvenience the customer experienced due to the promotion not being applied to the order.

  Regarding the order placed on 9/25/2022, the only offer we have record of the agent speaking with the customer about was a Refer A Friend promotion.  If the customer referred someone and all qualifications were met they would receive $100.00 credit on their account.  I do not see any indication where the customer referred someone to CREDO Mobile.

  CREDO Mobile considers all issues resolved.

  Customer response

  06/27/2023

  
  
  I am rejecting this response because: in regards to the second complaint I have with Credo, I have notes from my conversation with the agent I spoked to. On that day in Sept. 2022, they told me I would be getting a $100 credit called "Credo Energy Earth". The agent then gave me a phone number to call to receive that credit. The phone number is ###-###-####. The agent told me that I could not get the $100 credit automatically but had to wait to call Credo Energy Earth after 90 days of my purchase. Just after 90 days, I called the above number and Credo Energy Earth and they said they did not see me on their side but would contact Credo to confirm and get back to me. When I called back a couple weeks later to check the status, Credo Energy Earth said they could not find my name for the credit. Then I called Credo and they told me the person who opened the new line for me and processed the new phone did not enter that code during the initial process so I could receive that credit. How am I supposed to know that they didn't enter that code, on Credo's end and why would the Credo Customer Service rep that sold me the phone in Sept. 2022, tell me I have this credit and then give me this 855 phone number, if I was not entitled to it? I tried to talk to multiple people at Credo about this issue and everyone I spoked to keep saying  sorry but never tried to help fix the situation. 

  Regarding the first claim of the flip phone, I accept the credit but I am not happy that I had to go to the BBB in order for Credo to listen to me as their customer for 12 years. I will wait to hear what Credo has to say about my second complaint about the Credo Energy Earth credit. 
  
  Regards,
  
  C***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  07/03/2023

  As mentioned previously there is not a notation on the account of a promotion code the customer requested to be submitted on the order.  If promotion codes are not entered at the time of sale the gift card request is not processed once the customer completes fulfillment requirements.  We are currently reviewing the account and any promotions the customers order would have qualified for that were available during the timeframe of 9/25/2022.  We will respond back to the BBB complaint with a response to the rejection once review of account and promotions available are complete.

*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. ↩