Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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 canceled my account with ******************** wireless in June of 2024; however, the company continues to bill me and deduct money from my account every month since June. I have contacted Net10 on numerous occasions to rectify this matter without success. I have also notified my bank, but was advised that stop payments don't always work and that Net10 would need to stop debiting from my bank account. The phone number associated with my old Net10 account was ************.

  Business Response

  Date: 01/27/2025

  Dear **** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 15, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you cancelled your service with Net10 in June 2024, but you are still getting billed. You called customer support for assistance, but the issue was left unresolved.
  
  Upon review, the Net10 account with phone number ending in 4681 was enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.
  
  Net10 Wireless account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
  
  We spoke with you on 1/16/2025 via phone number ************ and discussed the status of your payments and refund was requested. After a successful account authentication, Auto Pay enrollment has been cancelled, account was completely deactivated and refund was process for the month of July, August, September, October, November and December of 2024, as no usage of service were found. Be advised that credit posting usually takes within 3-5 business days depending on your banking institution. You can call your bank for the verification of this credit posting. 
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1312555922. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:12/16/2024

  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.

  Im filing a complaint against net 10 because the phone Im speaking about was lost and was never recovered and they refuse to cut the service off and Ive called them with a different phone to transfer the service because its $84 a month for one cellular phone bill and Ive done the math and the time that I havent had the phone and theyve charged me for it has been Over $620 and they refuse to give me my old phone number back and put it on the phone. I am using right now. not necessarily the phone Im on now. They have refused to do anything. The first thing I asked was to please just discontinue the service where Im not paying a bill for this,they refused. They asked me every question Ive ever heard in my life. Security questions is what they called them but for some reason, I cant get them correct and they say who is the person you call the most with that phone number I know for a fact, I called one number all the time and that was it and they keep telling me Im lying to them or that Im not telling the truth. I simply would like the phone disconnected and for them to return all payments since July 10 the phone has been missing since July 10, 2024. Any help from you guys would be excellent thank you so much.****** R *****

  Customer Answer

  Date: 12/17/2024

  I filed a complaint with BBB last night with you guys and I just got off the phone with TracFone/net 10 wireless and they did the same thing for 30 minutes and tried to get me to answer a quiz about phone numbers that Ive called phone numbers that have called me. Let me remind everybody. This phone has been missing since July 10. I have no idea any of the phone numbers who that phone called but theyre still refusing to terminate the service. Is there anything that we can do to this company to where they dont treat people this way theyre charging me $84 a month that times six is almost $500 and I fully expect that theyre gonna give it back to me. I appreciate what you all do. I am upset right now because theyve done this to me seven times Ive been on the phone with them for almost an hour every single time Ive called them about this.  They asked you all these questions that are impossible to answer  and then they tell you they cant do anything they just done it again. Please make these people stop doing this to other people. I am living literally off of Snap and borderline being healthy and alive and these people are stealing $84 from me every month and have no intentions on ever paying any of it back. Please do something to these people. All I want is what they owe me from July 10 and to cut this phone off disconnect the service to area code ***********  that is the number in question. These people are basically robbing people without a weapon. Please make these people turn this phone off. Thank you 

  *** *****

  Business Response

  Date: 12/30/2024

  Dear *** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 17, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you lost your phone, and you want your Auto Pay enrollment cancelled. In addition, you are requesting a refund for the charge taken without being able to use the service.
  
  Upon review, the NET10 Wireless account is active and enrolled in Auto Refill. Please be advised that upon the enrollment of an account to the ********************** Wireless Auto Refill program, a new service plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Failure to properly cancel the Auto Refill may result to continue charges despite that the account is no longer in use.
  
  NET10 Wireless account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
  
  We spoke with you on 12/17/2024 via phone at ********** and the information of your account was provided. We tried to cancel your Auto Refill,but you were unable to successfully authenticate your account. Thus, an escalation to possibly override your accounts authentication process and we received a positive response on 12/25/2024. We made a follow-up call on 12/26/2024 but with no success. Please know that your account with phone number ending in 6428 has been deactivated and Auto Refill enrollment was successfully cancelled. We also requested a refund for the service purchased but without usage. Reference number **********. Once approved, credit posting usually will be within 7-10 business days. You can contact your financial institution for the verification of this credit posting.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1310983543. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10 Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 01/15/2025

   
  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:11/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four days ago (11/04/24) I called to discontinue auto pay for a prepaid phone plan. The customer service representative informed me that it had been cancelled, and I was then able to remove my debit card from payment options in account settings on the company website. Two days later (11/06/24), my debit card was charged for service I was no longer receiving and had actively cancelled. Given the difficulty in cancelling auto pay (no such option was available on the website despite advertisement), I feel this represents a pattern of behavior by Net10 and their parent company.

  Business Response

  Date: 11/15/2024

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 8, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you already cancelled your Auto Refill but you were charged two days later.
  
  Upon reviewing the Net10 account with the phone number ending in 1492, it has been determined that the account was deactivated on November 4, 2024, due to a port out. The reference number for this transaction is **********. Subsequently, your Auto Refill enrollment was canceled on the same day. However, records indicate that the payment was processed by the system before the cancellation took place.
  
  We spoke with you on November *****, and 15, 2024, via phone number ************, during which we attempted to process the refund. Initially, you were unable to authenticate the account,necessitating an escalation for override. The refund, amounting to $43.29, was processed on November 14, 2024, as per Refund Confirmation ID *********************** note that these types of credit postings typically occur within 3-5 business days after processing. You may contact your bank for verification of this credit posting.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1308647007. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  My phone completely stopped working. I called tech support several times. I was hung up on 1st call. second csr said she "escalated" and transferred to another person. That person asked me for all my home contact information. I was given a ticket # and told a replacement phone would arrive in 3-5 days and call back when it arrive. A phone did not arrive after over 1 week. 4th call, the csr would not check my ticket # because I could not "authenticate myself" even though I provided my security code and the phone # of people I have called on my cell more than once. Csr#4 blamed csr #3 with failing to follow procedure. I hung up on csr 4 since she would not authenticate me as the owner of the phone I suppose. I am left without a cell phone and use of my telephone number, and unable to receive or make calls using that phone number. Because I am a public official Net 10 is blocking my ability receive emergency text notices or phone calls from my city administration, which include police and fire activity.

  Business Response

  Date: 11/08/2024

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/23/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your phone stopped working and was told that you would receive a replacement phone in 3-5 days;however, you still have not received the replacement phone even after contacting customer support.
  
  ******************** only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged Net10 phone on 10/13/2024. We determined the device needed to be replaced, since the phone is not turning on,per ******************* Ticket # **********. To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number 1Z6980XX9026607507 on 10/13/2024. The shipping information was provided to the customer via email at **************************.
  
  Our records indicate that we did not receive the damaged phone from you within the 30-day return window. We advised you that in order to avoid the service ticket being closed and causing further delays, Net10 requires the customer to return the damaged device within the ****** return period. Per Net10s policy, customers are responsible for returning devices in a timely manner.
  
  We received your call on 10/30/2024,wanting to get updates on the shipment of the replacement phone. You have not received the pre-paid return label; therefore, we updated the ticket to resend the return label via email. As of this writing, our warehouse still has not confirmed the return of the defective phone. If you still have not received the return label via email, please provide the ***************** to the *** store representative to have the label printed at no charge.
  
  We attempted to contact you via phone number ************ and email ***************************** on 11/1/2024,11/2/2024, 11/3/2024, and 11/07/2024, to discuss the aforementioned. However,we were unable to reach you and have yet to receive your reply to our emails.
  
  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 1307880711.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 **********************************************************************

  Customer Answer

  Date: 11/11/2024

   

  Dear BBB representative,
  
  Net 10's response to my complaint is full of factual errors.
  
  I have contacted Net 10's "special" phone number several times.
  
  I have never been able to talk to the person who leaves messages on voice mail.
  
  The calls are taken by others at what is probably a large off-shore call center.
  
  I have been told "airbills" would be sent THREE Times for me to return the dead phone.

  None ever arrive. 

  Their workers also lie to me and tell me they are calling from Net 10 HQ in ******
  
  From their poor English, I think they are  calling from a call center in the ***********!
  
  I see from their written response to BBB, they wrote that I have not replied to their emails. 
  
  I have received NO emails from them!  Why?  They are apparently sending emails to someone else's email address!!!!!

  My email address is: *******************************.  Not the wrong one they wrote in their reply to BBB.
  
  I purposely gave them this short email to avoid them writing down my longer email, and they still screwed it up.
  
  I have now been without a phone for over a month due to Net 10 use of off-shore workers and their poor system of operations.
  
  The BBB should file an FCC complaint against this Company as their incompetence has prevented me from using my phone number.
  
  Net 10 could fix this problem with one call to a real high level corporate executive in *****, not the low level  workers who tell me the same nonsense every time I call the number they tell me to call.  
  

  Regards,
  
  ***** *****

  ************ (landline)

  
  
  
  
  
  

   

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22462086
  
  I am rejecting this response because:
  
  It is full of factual errors.
  
  They are emailing the wrong address, therefore I have received NO emails from Net 10.
  
  I have received NO airbills although I was told on they were sent on 3 different occasions in

  phone conversations with their csr's.
  
  I have not been able to return the dead phone due to this company's incompetent off-shore staff and the company's apparent

  lack of effective management.
  
  I gave this company a correct email, home address, etc., and they still can't complete a simple transaction.
  
  At this point, they should simply send me a replacement phone before I take legal action and draft a letter of complaint to the *** which regulates Net 10/TrackPhone.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/21/2024

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/12/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your attempts to contact the representatives using the provided phone number, were unsuccessful, and neither did you receive emails from the ********** addition, you were told that return labels would be sent to return your defective phone; however, you never received one.
  
  Please note that we will be using the contact information you have in your BBB complaint for further correspondence, unless we can get an updated contact information from you. Emails were sent to the email address *********************************************************,which is the email indicated in your BBB file. This goes the same with your contact number, in an attempt to resolve this matter, we will be reaching out to you using the information provided, unless we received an updated one.
  
  In our review of your account, it shows that the ticket was created to replace your phone due to power on issues on 10/13/2024, with reference ticket number **********. As of this writing, our warehouse has not confirmed the return of your defective phone. Return labels were sent via your email at ***************** If you are having issues generating the return label, or has not received the email with the return label, please provide the ***************** to the *** store representative, to have them print the label at no cost. Replacement phone will be shipped out once our warehouse confirmed receipt of the defective phone.
  
  Additionally,NET10 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.
  
  We spoke with you on 11/20/2024 via phone number ************, and discussed the aforementioned.However, we could not proceed with providing further information since the account was not successfully authenticated. You mentioned that you would gather the required information to authenticate the account in 2 days, and call us back. We also agreed to call you back 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10 Wireless.
  
  
  Sincerely,
  
  
  Executive Resolution Department
  

• Initial Complaint

  Date:10/14/2024

  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 have used Net10 as my cellphone provider for ***** years. Recently they cut my data off within 10 or so days of me paying $40.00 + and the last mo. I used them they said I would get 4500 loyalty points if I changed to simple mobile. I didn't like simple so I wanted to go with ************ they said I needed a Unlock code I spent several hrs trying to follow the codes on the images I sent you. I had to call back about 5 times all I ever got was a notice - connection problem or invalid MMI code.I called and called no one would let me speak to a supervisor or superior. I want this cellphone unlocked.They said Oh you have to.have another phone you cannot unlock it from the net 20 cellphone. I'm widowed on S.S. and I do not have access to another phone. I can go to the library and use their computer but, I do not have a second phone ever. They are trying to make me stay with their service or use simple mobile like they suggested but will not allow me to use anyone else. They are making me pay them when I have said I want to leave?? I have been cheated and not given fair cellphone service. So at 7:23 Monday 10-14-24 I was denied help to unlock my cellphone. No numbers or codes worked dialing them for hours. NO ONE WOULD HELP ME IN Any manner I expect the administration to resolve this immediately.

  Business Response

  Date: 10/28/2024

  Dear ****** *** ****-******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/15/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been using your Net10 phone for ***** years. You decided to unlock the phone and use it to a different service provider;however, the phone has not been unlocked yet even after contacting customer support.
  
  We reviewed your ******************** account; it has been inactive since 10/20/2024 due to non-renewal of service. The device was initially activated in 2023, and records show that you have been redeeming service plan to use the service. We have also verified that the phone can be unlocked, and a ticket to initiate the unlocking process of your phone has been created on 10/14/2024, with reference ticket number **********. Unlocking codes which are required to completely unlock the phone, along with the instructions were already sent to your email on the same day. Please follow the instructions in the email to proceed with unlocking your phone.
  
  We spoke with you on October 15, 2024 via phone number ************, and discussed the aforementioned. You mentioned that you already followed all the instructions and put all the codes which was given via email when you put the code on the phone unfortunately you encountered an error "connection problem and invalid MMI".  We tried submitting an escalation, and confirmed that the unlocking request has been processed already.  The instructions in the email must be followed in order to completely unlock the phone. We have sent you emails at ******************** on 10/20/2024, and received your reply on 10/21/2024; however, it shows that you have yet to unlock the phone. We have sent you further responses via email on 10/21/2024, 10/22/2024, and 10/25/2024; however, we have not yet received your reply to our emails. Please follow the instructions sent to you via email properly to unlock your phone.
  
  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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:08/22/2024

  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, **** ******, made a purchase with Net10 wireless in 2023 for a replacement device Blu view 2. I was told that in order to receive a new device I would first have to return the old, damaged device. the device was returned to the warehouse on 09/06/2023 9:58 AM it was confirmed by Tillero that the device has reached the warehouse. After waiting for almost 2 weeks to receive the new device i decided to call to get an update on my replacement and was told that it was delivered with a proof photo when I Checked the photo the device was indeed delivered BUT at the wrong address. I called net10 to let them know that was the incorrect address in the picture and i would like the device returned to the correct address that was on the order or a refund of my 50$ that was spent on the damaged device. It us now 08/22/2024 and i have not received a device or a refund. i have attached documents of proof for reference

  Business Response

  Date: 09/04/2024

  Dear **** ******:
  

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you returned a defective device to get a replacement phone in 2023. A replacement was shipped and delivered but it was to the wrong address. You want your replacement phone or get a refund.
  
  In reviewing, a warranty replacement phone ticket ********** was created on 8/17/2023 due to blank screen issue. Warehouse confirmed they have the defective phone on 9/08/2023; it was returned via *** tracking number ********************* replacement phone was successfully sent out since then. We do apologize for the inconvenience this may have caused you. To resolve this matter, on 8/23/2024, updates were done to initiate the shipment of the replacement device, and as per *** tracking number 1ZY870930200359206, the phone was delivered on 9/03/2024. The replacement phone with IMEI ending in 8568; it is active.
  
  We spoke with you on 8/23/2024, 9/01/2024 and 9/04/2024 via phone number ************, and we worked on escalating your replacement phone, provide updates on the shipment and finally, confirmed that you got the phone. We both agreed that concern was already addressed.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1304010735. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 

  
  

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sim card and plan for my cell phone from Net10 Wireless. On may 14th I received the sim card and called Net10 wireless at ************** to activate my plan. For about an hour I was given the run around only to be told that they are phasing out Net10 and I would need to purchase a new sim card and plan from ************** I asked for a refund but they claimed they needed more authentication than what I had already given. They wanted the last phone number in my call history, which I was able to give, but they said that did not work. I got no resolution from them, they would not give me a refund. I have never experienced such horrible customer service and frankly feel this is a scam. I want my refund.

  Business Response

  Date: 05/20/2024

  
  Dear ***********************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 15, 2024, regarding BBB case # ******** complaint.
  Your complaint states that you purchased a SIM card and service plan from Net10; consequently, you contacted customer support to proceed with the activation and they told you that you needed to purchase a new SIM. For that reason, you requested a refund, but it was denied since you needed to authenticate your account.
  
  ******************** Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information.
  
  Our records show that you placed an order for a service plan and SIM on 5/10/2024 and it was delivered by *** in ********, ** on 5/14/2024; per tracking reference No. 1Z7X29A90153893878.
  
  We contacted you via phone at ************ on 5/17/2024; we discussed the aforementioned and you contingently said that you are no longer interested in receiving service from; therefore, a refund was processed, and we advised you to allow within 3-5 business days for the amount to be reflected on your account. Both partied agreed to communicate moving forward to confirm reimbursement receipt.
  
  As a result, we contacted you on 5/18/2024; you confirmed that refund was processed and mentioned no further assistance is required.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to Email Reference Number ******* Ticket Number 1298170594.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing Net10 Wireless.          

  
  

• Initial Complaint

  Date:05/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had phone accounts with this company for 10 years or so, 2 of the phones were cancelled within the last 3 years. The last phone which belongs to my youngest daughter we have have been trying to cancel for 2 months but she no longer has the email address attached to her account or does she remember the password or pin and when we try to call and cancel she gets as far as the question 2 phone numbers frequently used we have tried all the numbers it could be but they say no. My name and debit card are attached to the auto payment but they will not allow me to cancel the payment or phone account. The phone has not been used in 2 months and they should be able to see that in their records as well to cancel. Basically they say i can stop payment but the account wont be cancelled and i will be turned into collection if I dont pay. I cannot change anything on the account unless i answer all of the questions and apparently we dont have the correct ones. This is horrible business and I have run out of options.. i have paid 2 charges since trying to cancel this account the phone number to the account is ************

  Business Response

  Date: 05/20/2024

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/7/24, regarding BBB case number ******** complaint.
  Your complaint states that you have been trying to cancel your daughters account for two months now without success.
  
  Net 10 Wireless 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. We could not complete the deactivation request for your daughters account because you were unable to provide the security information for it.
  
  We attempted to reach you multiple times via phone at ************ and emails were sent to ***************** on 05/08/24, 05/09/24, 05/10/24, 05/12/24 and 05/17/24; however, we were unable to speak with you. You replied to our emails on 05/08/24 and 05/09/24; you were able to provide the required account information for us to escalate your case and provide you a resolution.
  
  We were able to validate the information provided on the email and refunds for the last three payments were processed as we confirmed that there was no usage on the account. Moreover, the account was deactivated, and the auto refill cancelled.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or 1297731714.

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

  
  Thank you for choosing Net 10 Wireless.
  

  
  

• Initial Complaint

  Date:04/26/2024

  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 paid $42 to reactivate my daughter's service and my daughter's phone is still off. At first they said it was because the payment was pending. It is not pending, it has pushed through via my **************** and I gave them the transaction number. They finally realized I did make a payment and stated they put a "ticket " in to resolve the problem so her service can be activated. She still does not have a working phone. This is ridiculous, I paid for it over a week ago .

  Business Response

  Date: 05/08/2024

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/26/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that despite you paid $42 to restore your daughters services, they will remain off. Due to the impasses, you contacted support team and were told that the payment was pending. You alleged the money to be taken from your account and provided confirmation number to support team. You stated that they informed you to wait until escalation completion as a ticket was created to restore the account services. Nowadays, your daughters account still off.
  
  In reviewing your daughters account with IMEI ending in 4126, to date, it is not active in our service due to non-payment activity.
  
  In-depth review for the purchase records can confirm that the payment you processed was successful. Please refer to Merchant ID *******************.
  
  Please note that NET10 Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. We cannot process any changes to an account unless the account owner completes the validation protocol required.
  
  Therefore, it would be best to speak with you for the account identity validation to be completed; thus, we can either issue the account services or expedite a refund request.
  
  We attempted to contact you via phone at ************ and e-mails were sent to ***************** on 04/29/24, 04/30/24, 05/02/24, 05/04/24 and 04/07/24; however, we were unable to speak with you.
  
  If further assistance is required, feel free to contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or 1297176650.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing NET10 Wireless.          
  

• Initial Complaint

  Date:04/17/2024

  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.

  Wireless phone provider continued to only allow 2gb? data service **** though they have received payment auto renew payments for the same number. Signed up for their $10 auto renew and had marginally better service so I complained. Ten (10) times Ive deem in contact with them AND added an additional plan but data is nothing. Too slow of a data speed is all they recognize **** though they are accepting my payments.Very tiresome loop phone system for service. Agents continually reverifying everything and apologizing and unwilling to transfer you to tech, billing or a supervisor.

  Business Response

  Date: 04/29/2024

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/18/24, regarding BBB case number ******** complaint.
  Your complaint states that his mobile data is not working properly as it is too slow. He has called multiple times to get it resolved without success.
  
  Based on the usage records we reviewed for your account for the last 30 days of service, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period.
  
  Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  We attempted to reach you multiple times via phone at ************ and emails were sent to *************** on 04/19/24, 04/21/24, 04/23/24, 04/24/24 and 04/28/24; however, we were unable to speak with you and you have not responded to our emails.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or 1296603403.

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

  
  Thank you for choosing Net 10 Wireless.