Business Profile

Telecommunication Equipment

Page Plus

Headquarters

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Complaints

This profile includes complaints for Page Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

56 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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Submit a Complaint

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:04/07/2025
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.
order: ********* amount paid $24.41 date of transaction: 3-30-25 Got an error when accept ticket. Caller stubhub multiple times before event and still didnt get it resolved. Called for a refund after event but still no refund. Didnt receive tickets and want a refund. Please contact me at ************ or email at ******************* I didnt receive the tickets and I didnt get a refund yet. Screenshot is attached that said no past ticket.
Business Response
Date: 04/10/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/07/2025, regarding BBB Case number ******** complaint.

Your complaint states that you received an error upon accepting a ticket, and your refund request was not granted.

We checked our records and found an account using your email address, with phone number ending in 3563. It is active in our system; however, we found no records of the transaction you are requesting. Therefore, we need further information to review and assist you regarding your refund request.

We attempted to contact you via phone number ************ and have sent an email to ****************** on 04/08/2025, to discuss the status of your account and refund request. We were unable to reach you via call; however, we received your email response on the same day, requesting to close the case since you filed it in the wrong brand.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1318190263.

Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Executive *********************
Customer Answer
Date: 04/11/2025

Better Business Bureau:

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

Sincerely,

******* ****
Initial Complaint
Date:03/02/2025
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.
Paid them $10 every 4 months for about 10 years. Last month, they disconnected my account, even though I had about an $86 credit
Business Response
Date: 03/14/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid $10 every 4 months for 10 years; however, your service was disconnected last month despite having enough credit balance.

We reviewed your account and determined that it is active. In addition, we found no records of your account getting suspended on the month you mentioned.

We spoke with you via phone number ************ on 3/3/2025, and discussed the status of your account. You mentioned that your phone can no longer be used, and requested either a replacement or a refund.However, the device is no longer within the warranty period, and as per policy,Page Plus cash balance is non-refundable. We spoke with you again on 3/7/2025 via the same contact number, and you decided to order a phone to use with your service. We assisted you in processing the order, and on 3/11/2025, you confirmed receipt of the new phone via email.We spoke with you again on 3/12/2025, and assisted you in transferring your service to the new phone. Consequently, we tested the features, and confirmed that the phone is working properly.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1315626965.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus **************************************************************************
Initial Complaint
Date:05/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a customer using the autopay/auto renew plan. In both the months of April, and May I have been signed up to pay and have paid $39.91 prior to service end date and for cellular/data service to begin on the first of each month. Each month now I have been without service for 24 hours until I call to have an operator manually apply the monies they have charged me to my line because page plus reports there is a glitch on their end. They are able to charge my bank account but not turn on my service unless I call. Although they are charging for the auto pay/auto refill. I have been without service for a total of 48 hours due to their error and I have paid for that. I would like a refund. When I asked customer services person ***** Employer code : ****** (manager ***************** to refund me for this time he said, page plus wont allow it because they will have to refund all their customers. This is robbery and unethical - to knowingly charge customers month after month for a service they cannot provide (auto refill) and then refuse to credit them with the days not covered due to Page Pluss internal technical errors that have continued for at least 2 months; they report not having a resolution to this issue to date. When I spoke with a representative for Page Plus they said its fine to be without service for a day or two even if I paid for it because it was such little time; that is galling to presume to know whether or not it is fine or not a safety issue for a person to be without their phone service that they paid for. Someone should file a class action suit against this company
Business Response
Date: 05/15/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date May 03, 2024, regarding BBB case number ******** complaint.

********************** complaint states that she was having phone service interruption even if her Page Plus phone account is enrolled in the auto refill. She was requesting for reimbursement for the phone service that she was not able to use and for the inconvenience that she experienced by calling the customer care team multiple times.

As per our investigation, the phone account is active, well provisioned in the system and enrolled in the auto refill. An in-depth review, she was charge for the auto refill on March 01, 2024, but the service plan was on pending causing her phone service disconnected; however, the phone service was restored on March 03, 2024. The interruption on the service plan, it happened on May 1, 2024, but the phone account was not disconnected. The auto pay plan was successfully added on May 03, 2024.

We called and spoke with Ms. ******* on May 14, 2024, 6:22 PM EST at **********. She insisted to add the compensation on reserve and make sure not to interrupt her auto refill next month. She also confirmed that all the features on her device are working perfectly fine. With this, we granted her request since it is evident in the system that there were two service plan pending transactions happened on the phone account. We have successfully added the $39.99 compensation on reserved. We advised her to contact customer care team before her renewal date to add the reserved plan so that she will not get charge for the auto refill, she agreed. Thus, case closed issue resolved.

If Ms. ******* should still require assistance, she can contact ************** enter PIN 1900.

Please refer to Ticket Number 1298084493.

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Page Plus Cellular.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/27/2024
Page Plus called me last month to apply a credit to my account and after spending an hour and a half on the phone with the agent on this call - and being assured a credit was applied to my account for this next month of service, I was in fact charged again this month and there is actually no credit on my account. ************ is continuing to avoid any compensation in this dispute.
Business Response
Date: 07/30/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 08, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you were having issues with your Page Plus account auto refill, causing the phone not able to connect to the network. The 1 month credit was added to reserved; however, it was not added to the account on the following month and the auto refill was successful.

As per our investigation, the phone account is active, well provisioned in the system and enrolled in the auto refill. We spoke with you on May 14, 2024 at **********. You confirmed that all the features on the phone account are working perfectly fine. So, we have successfully added 1 month of service to reserved on the phone account that your were not able to use; however, the system renewed your service successfully for the auto refill and the monthly credit was removed. We apologize for the inconvenience that you may have experienced with the issue.

Please be advised that Page Plus Cellular customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. With this, it would be best to speak you on the line to further assistance with the issue. We made a multiple attempts to contact you on July 26, 2024 at **********, but our calls were routed to the voicemail box. We left a voicemail messages. Thus, we sent you an e-mail with the below hotline number to call for assistance.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1298084493.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive Resolution Department
Initial Complaint
Date:04/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Page Plus Cellular -Monthly payment setup as an auto pay. The money is taken out of my account every month as agreed, but for The last 3 months the payment that they have collected does not get posted to the account and cause a loss of service that results in me having to call them to inquire why, I am then told that my past was posted a spending and they will now update my account to restore me service, but they have had my payment for at least 5 days because I see that my account was debited on the date that I agreed upon. Today I was told that this is an ongoing problem that they are working to resolve. Auto Pay is a service that they offer, yet for 3 to 4 months this has not been resolved? At the very least, they should have identified the accounts that are affected and post the payment themselves before I have to loose services for something that they have already collected payment on.
Business Response
Date: 04/26/2024
Dear *************************,

This response is in reference to Better Business Bureau complaint number ******** dated April 11, 2024.

***************** complaint states that her account is enrolled in Auto-Pay. The money is taken out of her account every month, but for the last 3 months the payment that was collected and does not get posted to the account that resulted to a loss of service. She had to call us to restore her service even if the payment for her Auto-Pay was being debited to her account.

In reviewing ****************** account, it is active and provisioned in our system. The phone is supported with the upgraded network of ******* and VoLTE compatible device. Records indicate that the phone is being used. In addition, the account is currently enrolled in Auto-Pay.

Records indicate that she will be charged every 7th day of the month for her Auto-Pay,her credit card was being debited; however, the payment will not be applied.This resulted to a loss of her service.

We spoke to ************** on April 25, 2024, 4:54 PM EST. ************** was able to authenticate her account. We were then able to explain to her the reason her account will be deactivated even though she is enrolled in Auto-Pay. The charge date and the service end date were not aligned. To align the charge date and service end date, we advised her to cancel her Auto-Pay and reenroll through website and she understood and agreed.

If ************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1296481886.

Thank you for choosing Page Plus **************************************************************************
Initial Complaint
Date:02/24/2024
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.
Yesterday February ************************************************* approximately 20 years. I cant believe you did it again. My account is paid automatically every month from my credit card. I was told that it I was behind in payments and the customer service person argued with me about it so I had no phone to use. I went to your website and I paid next month. I want someone to call me and guarantee me that that payment and all future payments will be made. I dont trust the customer service girl that said that would take place. If I dont hear from somebody, I will find another carrier.
Business Response
Date: 03/11/2024

Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 25, 2024, regarding BBB Case number ******** complaint.

******************** complaint alleges that Page Plus Cellular disconnected her service in February for the 3rd time even though her account is paid automatically every month.

Per review, ****************** account is no longer active under Page Plus Cellular. Records shows that the service used to be enrolled for auto-refill was for the ***** plan. We thoroughly review **************** account and historical data of its transactions however, we do not find any records of her service being disconnected for technical reasons. Nevertheless, we found out that on her 01/28/2024 renewal of service, the automatic payment was cancelled due to credit card declined. Such decline may be rooted from several reason such as a mismatch of information of the source credit card where the service will be charged from or insufficient funds.

To verify the information we obtained, we made several attempts to reach **************** via phone number ********** on dates; 02/28, 02/29, 03/03, 03/04 and 03/05 however, we have not been able to reach her. She responded instead to our email communication on 03/05/2024 through her email address *********************** that she no longer needs any assistance. To date, **************** phone number is no longer on Page Plus as a port-out request was facilitated on 03/09/2024 with reference number RSSPOUT**********030920241504.

We would like to extend our sincerest apology to **************** for any trouble or inconvenience, we have caused with her. We highly appreciate the feedback as it will assist us in becoming better at what we do. We would like to thank as well for taking the time to communicate with us why our service did not meet the expectations. Rest assured that it is our goal to make satisfied customer. Also, we are continuously working on improving, and expanding our procedures, products and overall service.

If **************** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1293528197.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular

Sincerely,

Executive Resolution Department
Initial Complaint
Date:02/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i ordered a phone from them, they sent it and it&#**;s defective. They said I have 7 days to return it. This was from the day it was shipped so I only had 3 days to send it back. I can&#**;t get a hold of anybody. I read a post that said they send defective phones out and I can&#**;t get a refund. I just want a refund. It was $419.00.
Business Response
Date: 03/04/2024
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 22, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that he ordered a phone but was defective, thus; he request a refund.

Based on the supplemented information by the complainant, we review ******************** account, and it shows he used to have a number under Page Plus Cellular. The number was activated on a ******* Galaxy Note10 device on 02/09/2024 using a $29.95 plan however, it was then deactivated the following date, 02/10/2024. No apparent reason for the deactivation however, no usage of service can be trace from the short period of the time the device was used. Coming from the given information, we thoroughly seek any records of a device order coming the order number, ******************** complete name, address and email address but we do not find any associated device order.

The concern was raised to our order processing team however, they confirmed that such device is no longer sold by Page Plus Cellular and given the order number PP_60952 indicates the purchased was made through a third-party vendor instead.

We only spoke with **************** 02/26/2024 at 04:13 PM EST through min ********** to which we were able to gather all pertinent information regarding the order but succeeding callbacks on dates.

02/27/2024, 02/28/2024 and 03/03/2024 was not fruitful, corresponding email communications was sent through the email address ******************** however, we have not been able to receive any response for the time being.

With this, we highly suggest to **************** to try to check the notification on the email address he uses on the order to confirm the processing party of the order and request a refund. Notwithstanding, we can reach us to request a refund for the plan ordered to activate the device.

If **************** should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1293314811.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular

Sincerely,

Executive Resolution Department
Initial Complaint
Date:02/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
order: ******** (1-22-24)Amount: $21.75 Page plus stole my money and did not refund my money when the phone is out of stock online. They have the phone available online to be ordered but they didn't ship the phone or refund my money. I called and they say the phone I ordered is out of stock but the money was never refunded. Its been two weeks already and still no refund
Business Response
Date: 02/20/2024
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 5, 2024, regarding BBB Case number ******** complaint.

**************** complaint alleges that Page Plus Cellular stole his money after we did not refund his order that was not processed due to out of stock.

Upon reviewing, ************ does not have an active Page Plus service; however, on 01/22/2024, he purchased an ******* MYFLIP 2 with Order ******** on 01/22/2024 for a total of $22:05 Shipping $0.01 including Tax $1.75. Per records history, no shipment nor shipment reference number provided as there was no inventory for the device found on the warehouse.

A refund was requested on 01/26/2024, 14:56 bearing the same order number a reference but it does not immediately cater yet. We properly raised this matter to our management and on 02/17/2024 03:55 PM EST, we
successfully process the refund. Refund Transaction ID #/s: ****************.

We spoke with ************ on 02/19/2024, 04:51 PM EST at ********** and discuss that we have refunded already the charge for the order but he seems busy so he requested to have it sent through the email instead. - please refer to reference iD *******.

Please accept our sincerest apology for any trouble or inconvenience, we have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. Thank you for taking the time to communicate to us why our service did not meet your expectations. Rest assured that it is our goal to make you as a satisfied customer. Also, we are continuously working on improving, and expanding our procedures, products and overall service.

If ************ should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1292217518.

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Page Plus Cellular

Sincerely,

Executive Resolution Department
Initial Complaint
Date:01/23/2024
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.
Use to be a good company. Sold out to someone else and it's now horrendous.Forget about reaching customer service online or on the phone at any time. When you call or message, you don't get Page Plus reps, you're transferred to individuals who will tell you they are not trained to help you. If you can imagine, it's standard protocol!If you do happen to get through to someone with the promise of help (after relentless hours on the phone or online), they do not follow through. They tell you they will help you but they don't. I've had countless issues b/c literally no one is trained (they're not lying)!Most recently, I was billed twice in December and still waiting for the promise of a credit to be put back on my credit card (after 30 days). I've called numerous times! This company is a fly by night organization!!!! 100%I want my credit for being billed twice then we're done! Moving to a company w/ethics!
Business Response
Date: 02/08/2024
Dear *************************
,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 23, 2023, regarding BBB Case number ******** complaint.

******************* complaint states that she waited for the refund for the double charged made to her account on December however, **** had not received any.

Upon review, ******************* account is currently ***************-provisioned in our system. Transaction records show that ******************* has ************* The ***** plan. upon review, we found out that on the Month of December, there were 2 purchases of the ***** plan on the same date. first was processed on 10:59 AM EST with order number ******** through auto-refill while another charge is for the same plan, order number ******** billed on 12/08/2023 01:02 PM EST.

The refund was requested, for order ******** on the month of December, however; we were able to process the refund on 02/05/2024 with reference number 44187954LS38OHQY.

Calls to **************** through phone number ********** and email address ******************** on dates; 01/24, 01/30, 02/02, 02/06 and 02/07 however were only able to briefly speak with on on the 30th as we informed **************** to allow us with 3 to 5 business days for the request of refund to be processed but may **** business to reflect on her billing account depending on the bank's billing cycle.

If *************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1290856351.

Thank you for choosing Straight Talk Wireless

Sincerely,
Executive *********************
Customer Answer
Date: 02/11/2024

Complaint: 21184962

I am rejecting this response because:
It took 2 months, numerous calls, numerous hours of my time, numerous attempts online to have this issue resolved. Emails were sent to me by Page Plus Cellular to address errors ONLY after complaint was sent to BBB. Too little too late and in response to Page Plus Cellular, trust and believe when I have a free moment to switch over to a new provider, I will be dumping this fly by night operation (you couldn't even get the spelling of my name correct in email correspondences) for good.

Sincerely,

*************************
Initial Complaint
Date:12/12/2023
Type:Product 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.
On 10/13/2023 we were double billed by Page Plus for the amount of $32.96. My wife was traveling and her service was shut off. We both attempted to get it activated, and Page Plus took two payments (one each on two credit cards). Their Order #******** is for one charge, never recieved one for the second credit card but we have bank statements that identify the dual charges on the same date as proof. In several calls to their customer service (at least five, some CS reps very rude) they have acknowledged this and promised that a refund of $32.96 would be facilitated. The credit never has appeared on either of the credit dard accounts. Her phone number (xxx-xxx-0461) and service has now been switched to another carrier. Page Plus owes us a refund of $32.96.
Business Response
Date: 01/10/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 12, 2023, regarding BBB Case number ******** complaint.

********************** complaint alleges Page Plus cellular have charge him twice for a purchase on 10/13/2023. He was promised that a refund was processed on the first charge, but he has not received it. the 2nd charge is nowhere to be found on our system either.

We were able to locate and identify the account to which where a purchase was made, and on our records, there where 2 charges for the ***** plans. One for the **** ************** that was added on MDN: ********** on 10/13/2023 at 08:10 invoice# ******** and 2nd, for PIN ************** that was redeemed 10/13/202 at 08:09:25, invoice# *******.

Records shows that records shows that invoice# ******** was refunded already on 12/12/2023 with reference number Refund Transaction ID #/s: ****************, however, the other once has not been processed yet. Further investigation shows that invoice# ******* was successfully added on 13th October, however, documentation shows that after adding the service, it rendered ********************** number to be not working properly with the network. With this, we will process a refund for the 2nf charge as well.

We made several communications with ****************** beginning on 12/29/2023 through number ********** and most notably on 01/09/2023 to which we provided ****************** the order numbers to be refunded, ******* and ********. We advise that it take 3 to 5 business days for the refund to be processed and may take 30 business days to reflect on the charged card, depending on his bank's billing cycle.

If ****************** should still require further assistance, he can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to the ticket number 1289540968.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Page Plus Wireless.

Customer Answer
Date: 01/10/2024

Complaint: 20994591

I am rejecting this response because:
Rejection is actually on hold...A Page Plus representative has contacted me. They state that a refund was processed on 12/12/23 but we have never received one and our bank has confirmed this. When I informed the Page Plus rep of this on 01/03/24, he agreed and stated he would get back to me after further research. He called me back on 01/09/24 and stated that a refund has NOW been processed and should appear on one of our accounts in the next 3-5 days (or maybe longer). While I hope this is correct, it is identical to what I have been told by other Page Plus reps throughout this ordeal. ******* further stated that he would call me back when the refund had been verified. As of this date, a refund has not reached my account.

Sincerely,

***************************
Customer Answer
Date: 01/22/2024
Good Morning....
The closing response from Page Plus on 01/10/24 indicated that they had processed a refund and provided "related" transaction numbers. As of today's date ( 01/22/24), there has been NO refund applied to the credit card accounts of myself or my wife. I have once again contacted ********** and they have no record of a refund from Page Plus for either account. ********************** continues to promise a refund that we never recieve...

Customer Answer
Date: 01/22/2024

Complaint: 20994591

The closing response from Page Plus on 01/10/24 indicated that they had processed a refund and provided "related" transaction numbers. As of today's date ( 01/22/24), there has been NO refund applied to the credit card accounts of myself or my wife. I have once again contacted ********** and they have no record of a refund from Page Plus for either account. ********************** continues to promise a refund that we never recieve...

Sincerely,

***************************
Business Response
Date: 01/30/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 22, ****, regarding BBB Case number ******** complaint.

Thank you for contacting us about the refund that was processed Decembers 12 2023.

A check of the billing system confirms one of the credits with the merchant reference number that was previously provided. The second charge/credit could not be located. So, an inquiry has been created to confirm, and if necessary, process a credit for the second charge. Please allow up to 72 hours for a response; up to 7 days for the credit to process; and up to 30 days from processing to appear on the credit card account. Note: the merchant reference number can be used with the credit card provider to confirm the credit.

For further assistance, he can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to the ticket number **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Page Plus Wireless.

************************* | Executive Resolution Specialist | **********************. | ****************************************************** | ****************************** | *************** | Ext. ****
Customer Answer
Date: 01/31/2024
There has been NO refund credit to either of our accounts. Page Plus/Straight Talk has not handled this issue in good faith.
Customer Answer
Date: 02/20/2024
Despite their response to the BBB complaint, a refund has NEVER been
processed. I have contacted Page Plus/Straight Talk by phone an
additional three times and continue to get deflective responses (wait
longer: Oh, I will expedite this now: etc.)
Business Response
Date: 02/28/2024
Update: Dear ***************************,

We received the additional comments on January 31, & February 20, 2024, in reference to Better Business Bureau complaint # ********.

Due to not finding the second charge via a thorough check of the **************** for Page Plus, a check of the billing support system has been requested. The search criteria we are using is the name from this complaint, and the name of the person with a different first name, and the same last name that was charged for the credit that was refunded. Please allow an additional 5 to 7 days for the report to be completed. The complaint will be updated with the results.

Keep in mind that you can also check with the bank to confirm that the charges did complete, and the status of the refund. If the charges were processed under another name, please provide the information,along with the last four digits of the credit card.

Thank you for choosing Page Plus Wireless.

************************** | Executive Resolution Specialist |**********************. | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 03/06/2024

Complaint: 20994591

I am rejecting this response because: This is colplete nonsense. The dual charges, account numbers and names on the accounts have all been confirmed more than one time with the previous Page Plus/Straight Talk representative who had been involved with this complaint. This is documented in one of the previous Page Plus responses to this complaint. This is obviously not an honest effort to resolve a simple billing issue on the part of Page Plus/Straight Talk.

Sincerely,

***************************
Customer Answer
Date: 03/06/2024
The following response was provided to the BBB verbally:
"Per voicemail: I want to let you know that we did receive the refund and the complaint has been resolved. Thank you"
Initial Complaint
Date:11/08/2023
Type:Sales and Advertising 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 have been a Page Plus Cellular customer for 7+ years and had built up a credit balance of over $450.00 on my account. I understand Page Pluss policy regarding their prepaid phone plans in which money has to be periodically added to the balance in order to keep it active and to prevent any loss of funds. On or around 6-Jul-2023 I added $10.00 to my account to bring me to a credit balance of $453.20. This reset my balance expiration date to 2-Nov-2023.In the past I had kept on top of this required activity and had consistently added additional money every 120 days to keep my balance active. However, this past week I overlooked the fact that my balance was set to expire on 2-Nov-2023. When I contacted Page Plus customer service about this issue, I was simply told that they could no longer restore any balances and that there was absolutely no one higher up in authority that I could talk to or that they could transfer me to address this issue. This left me with no other avenues to pursue this issue other than filing this complaint with the BBB. I admit and agree that I missed adding funds to my account by the noted expiration date but also feel that Page Plus is partially at fault as well as in the past I would get text messages proactively warning me that my balance was about to expire. These notifications would occur 7 days prior, 3 days prior and finally 1 day prior to my balance expiration. However, I had received absolutely no such alerts or notifications about my balance expiring on 2-Nov-2023.Given the fact that I have been a long-time customer of **********************, had a fairly significant balance at risk and received no notifications from Page Plus about the pending expiration of my balance I would like for Page Plus to extend a 1-time curtesy adjustment/restoration of my account balance. Given the circumstances I would understand if Page Plus could only give me a partial restoration of my previous account balance.
Customer Answer
Date: 11/09/2023
I called PagePlus **************** today and the agent I spoke to this time was able to transfer me to a different support group within Page Plus (not sure of the group name). This new person in this new group was able to restore the majority of my balance (less $8 or so). I was pleasantly surprised with the responsiveness with this 2nd person in this 2nd group given the complete shutdown I received with my initial contact yesterday with Page Plus ****************.
This complaint can be closed and marked as satisfactorily resolved.
Thank you.
Customer Answer
Date: 11/14/2023
I called PagePlus **************** today and the agent I spoke to this time was able to transfer me to a different support group within Page Plus (not sure of the group name). This new person in this new group was able to restore the majority of my balance (less $8 or so). I was pleasantly surprised with the responsiveness with this 2nd person in this 2nd group given the complete shutdown I received with my initial contact yesterday with Page Plus ****************.
This complaint can be closed and marked as satisfactorily resolved.
Thank you.

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