Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been communicating with a lady, *** ******** stating she is the hiring manager for Life Wireless for a few months. She required me to send bitcoin or whatever to get everything approved. I did it like a dummy. Then she has been bugging me showing me photos of equipment she needed to ship to me. Had to give $60 bitcoin to pay for shipping. i wasnt going to do it. I contacted 2 people who has dealt with her and got equipment supposedly. They both told me send the $60 and i wouldnt regret it. ugh against better judgement I did it yesterday. As soon as the bitcoin was accepted she told me shipping fed ex driver said he cannot process amything less than $100 so she is non stop bugging me to send additional $40 to get equipment. i have sent her a total of $121 in bitcoin! i am not sending more $ and requested to just get $ back or send equipment so I can get to work. Shes not having either of them as she is still trying to get me to send more $! she has a life wireless employmemt badge with her picture and the back has if foumd please return to - address of *********, ** location and then her signature. Thats what kept me even intrigued and interested in the work from home position we discussed. Just beware fraudulent c*** is everywhere, just didnt expect someone to target unemployed people to try to get $ from. *** not alot of funds normally from the unemployed or disabled/retired.

  

  Business response

  02/12/2025

  Dear ******* *******,
  
  Were sorry to hear about your experience with the fraudulent individual who was impersonating our company and representing themselves as a hiring manager.
  
  We have investigated this matter and we can not locate this ex-employee because it has been so long that they are no longer in our system. We have not distributed these types of badges in many years. In addition, this individual has no access to our equipment. This unfortunately was a scam, and we are very sorry that you fell victim to this egregious behavior.
  
  Life Wireless is not responsible for Terminated employees and the equipment is not ours and can not be held responsible for the unfortunate monetary loss with Bitcoins.
  
  This is a criminal matter and we suggest that you report this to your local law enforcement. We have, however, notified our ************************** to assist and keep track of any further complaints about this ex-employee we may receive.
  
  Life Wireless sincerely thanks you for bringing this matter to our attention.
  
  
  Kind regards,
  
  Life Wireless
  Compliance Administrator | Telrite Holdings
  ***************************************************************
  ************************** | *************** | **********************
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order and paid the processing fee on October 4th, 2024 to get a Life Wireless Cell phone for free under the government program. It has be 12 days and I have not received the said phone. I called the customer service number, from my step sons phone, and sitting on hold for 30 min to just get a hold of a ***, Gave all my info and order number. The *** said that my order was just for a sim card not a phone. It states clearly in the order receipt that i will get a phone not a sim card. Then this *** says she will refund the money and we can redo an application and screwed up my account, then refused to get a supervisor when asked. I then check the website from which I applied from (********************************) and I am unable to redo an application. I then called back 3 times each time on hold 30 min. Finally got a different *** and she says the same thing. Then I asked for a supervisor and was told that they were on the phone and would call back. I then waited the rest of the day for a call back until they close and never received a call back from said supervisor. I need a phone that's the whole reason I applied and now not getting anywhere with this company. I would just like a resolution so i can get my phone i paid the processing fee for.

  

  Business response

  10/22/2024

  Dear Mr.*****,
  
  Life Wireless is responding to the above-referenced complaint concerning your order for a Life Wireless cell phone.
  
  We have reviewed your account. Our records show that you started the application on 10/4/24 and did not finalize it until 10/18/24. Our warehouse is closed on weekends and the device didnt ship until 10/21/24, the next business day.  The ***** tracking number is 280869677200.
  
  You should receive your device within the next few days. Please get in touch with our *************************** to activate your device and let them know if you have any questions.
  
  We sincerely apologize for any inconvenience and thank you for bringing this to our attention.
  
  Regards,
  
  Life Wireless Customer Service
  /kr
  
  Cc: ********************** (via ******************** Portal)
  

  Customer response

  10/22/2024

  No the application was finalized on October 4th. They reset the application when called and we're supposed to refund the 4.99 and mad me redo an application and pay again. Never received the first refund.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am submitting this complaint on behalf of my elderly mother, ******* *****. I am her natural son and Attorney in Fact, ****** *****. The enabling document (Power of Attorney) is attached.On October 16, 2024, Life Wireless sent a very concerning email, subject line of "Do you want to keep your Life Wireless service?" and the content which includes, "Your service is about to expire due to non usage."My Mom's Life Wireless account is her only reliable way to contact me and others not at her residence. She and I routinely talk and/or text on her Life Wireless line, usually daily. I checked her Life Wireless usage history, and, as expected, calls and texts are recorded regularly. Hence, this email should not have been ******* would be very much appreciated if Life Wireless would not send these INCORRECT emails like this, and take whatever measures are required to prevent "mistakes" like this from scaring elderly customers.

  

  Business response

  10/21/2024

  Dear Ms. ************************************ is responding to the complaint filed with the BBB concerning the non-usage text message you received.
  
  Due to a system issue, the message went out to customers that had usage but IT is working on it as of 10/16/24. As long as you have used the service, it will not expire for non-usage.
  
  Life Wireless sincerely apologizes for the text message that caused you concern.  Thank you for your understanding and bringing this to our attention.
  
  Kind regards,
  
  Life Wireless Customer Service
  
  ************************* (via ******************** Portal)
  
  

  Customer response

  10/21/2024

   
  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

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Life wireless advertises, unlimited data that slows down after you hit your data cap. But upon talking to them online, they're saying that you only get a limited amount of data, and then it gets shut off. This is called a bait and switch. It is highly illegal, and they need to be terminated as a provider.

  

  Business response

  09/24/2024

  Dear Mr. **************************************** is responding to the above-referenced complaint concerning your Lifeline plan. We sincerely apologize for any misunderstanding of our data plan.
  
  We understand from your email you were asking if your plan receives unlimited data or if it gets cut off. Life Wireless does not offer or advertise unlimited high-speed data.
  
  Your current plan offers 4.5 GB of high-speed data. The low-speed data is not calculated or detailed because it does not run out and is infinite until the next recharge date. Should the low-speed data run out, we restore it as a courtesy to the customer.
  
  We hope this explanation clarifies any misunderstanding in our service plan for your area. Should you have any additional questions or concerns, contact our *************************** at ************ for assistance.
  
  Kind regards, 
  
  Life Wireless Customer Service
  ************************** | **********************
  
  Cc:Better Business Bureau (via BBB Portal)
  

  Customer response

  09/24/2024

   
  Complaint: 22307221
  
  I am rejecting this response because:
  Its not a direct answer. I never said that my plan had unlimited high-speed. I was asking if the speeds slowed down after I used my high-speed data

  Answer that or be terminated as a business on the lifeline program.
  

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

  

  Business response

  10/14/2024

  Dear Mr.*********,
  
  Life Wireless does not offer or advertise unlimited high-speed data.
  After using your plans high-speed data allowance, your data will continue and we will not turn it off. Your speed will throttled to 256 KBPS. The low-speed data is not calculated or detailed because it does not run out and will continue until the next high-speed recharge. Should the low-speed data run out, we will restore it as a courtesy to the customer.
  
  You currently receive 4.5 GB of high-speed data. Should the low-speed data run out, we restore it as a courtesy to the customer.
  
  Regards.
  
  ********************** Customer Service
  
  Cc: ******************************************** Portal)
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint concerns misrepresentation, negligence, and disability harassment. In the past 72 hours, I've received misleading and contradictory information about porting my phone number, ************, from Life Wireless to Safelink Wireless. On July 17th, I applied with Life Wireless, and on July 18th, my number successfully moved from ************ to Life Wireless. However, later that day, I received this text from Life Wireless:"We are sorry to see you go! We just received notice from the federal government that you have decided to cancel your service with Life Wireless and enroll with another lifeline carrier. If you did not request this change, please call 611 ASAP to move your account back to **********************."I did not initiate any cancellations with Life Wireless. I suspected an error since I received approval from Life Wireless on July 18th, and by the next day, my Lifeline benefit was forcibly transferred to Safelink without my consent. I was directed to contact Lifeline for clarification.Lifeline informed me they have an enrollment number for me with Safelink, specifically Q92528-39223. Yet, this number did not match Safelink's records. So, I do not know why the Lifeline representative gave me the wrong enrollment #.Additionally, although Life Wireless assured me they successfully ported my Boost number, they later said that the number would be canceled after a couple of days, so I asked them to halt the transfer to Safelink. Despite this request, I was told to reapply to Life Wireless to keep my number with them. They incorrectly advised me that I would need to request deletion of my account and reapply after two hours. Not true. I learned I must wait 30 days to reapply (as opposed to the two hours the rep misleadingly declared). Also, since my line was deactivated, I couldn't port out my number. This situation has caused me distress and wasted time and resources needed for medical appointments, disability benefits, work, and family communication.

  

  Business response

  07/23/2024

  Dear ********************,
  
  Life Wireless has received the above-referenced complaint filed with the Better Business Bureau concerning your Lifeline account.
  
  We have reviewed your account. It isn't easy to access or pinpoint what happened with your account. We show that you initially activated your account with ********************** on 7/17/24 and on 7/18/24 the benefit was transferred out. We received confirmation from NLAD that there was a Prepaid NLAD Benefit Transfer on 7/18/24.
  
  Many times when this happens, its because the consumer has applied for service with more than one ***************** We received notification directly from NLAD that this is not a Port Out, this is a benefits transfer.
  
  If you would like to re-enroll with Life Wireless, you can re-apply at www.lifewireless.com and have the benefits transferred back.
  
  Should you have any questions or concerns, contact our **************** at ************ for assistance.
  
  
  Regards,
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB Portal)
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very upset with a unprofessional company. I was told over the phone that the company use blu wireless phones. So I want online to order it and have it sent out to me. I did not argue with the 4.99 fee they have to send a phone out when other companies do not at all. The phone they sent me is not worth anything at all. I did not get a 5g phone at all. They sent a old sky wireless phone to me and the phone keeps having to be charged up every 30 minutes. I called customer service no help. So my son try to call and talk to the company they didn't want to talk to him or help at all. Life Wireless is there for the free funds they get from the Government. They are not there to help low income families or low income people. I am very unhappy with their service and hope to hear back from you.

  

  Business response

  07/29/2024

  Dear ********************,
  
  We cannot guarantee our customers receive the device of their choice. Devices are selected randomly by our warehouse which ships devices one box at a time. Per our Terms and Conditions, sections 4, 6, and 9, all devices meet FCC standards (see attached).
  
  To return the device, you must contact our **************** to report any issues with the device so we can open a Return Merchandise Agreement (RMA) or you can request a refund for the warehouse processing fee. You also have the option to Bring Your Own (BYOD) device. You can contact our **************** at ************ for assistance.
  
  
  Regards,
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB Portal)
  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is for free government phonesthey charged me a $4.99 processing g fee and then sent me a phone which contained no battery.I called them to get a shipping label to send back and they told me I would need to replace the battery at my expense. Also if I wanted to send phone back I need to pay for shipping .They sent me a dead phone with no battery and they want me to buy the battery for the phone and this a free government phone. I tried speaking with supervisor and they wouldnt transfer me saying I didnt have a good enough reason to speak one they kept giving me a run around story.

  

  Business response

  01/08/2024

  Dear ******************,
  
  Life Wireless is responding to the complaint filed with the BBB concerning your device.
  
  We have reviewed your account and researched your order. We show that you received a Maxwest Astro A63 which does have a removable battery. When devices like this are shipped the battery is not inside the phone but inside the box.We are unable to assist until the *** is activated. Once activated, we can try to order a battery. The initial $4.99 is a warehouse processing fee for all Life Wireless Lifeline phones.
  
  If you would like to return the device, you can do so. As a courtesy, we can request a return label, however, we will need a valid email address.
  
  Please contact our *************************** at ************ for further assistance.
  
  Regards,
  
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau (via BBB portal)
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not been able to activate my phone service that I have qualified for from the federal government.

  

  Business response

  12/12/2023

  Dear ******************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your Lifeline service.
  
  We have reviewed your account. We see that you reside in ***** and ***** has its administrator for its lifeline application review.
  
  You applied for service with Life Wireless initially on 12/4/23. You called to activate the *** card but the system will not allow it because ***** still has the application as "pending". Once they approve the application we can proceed to activate the service. A ticket was created for thisticket 2699838.
  
  On 12/7/23, you reapplied causing the duplicate application. Unfortunately,applying again will not speed up the review process with the **************. You can contact them to see if anything is pending so they can complete the review process.They can be reached at 1-866-454-838.
  
  Regards,
  Compliance Administrator | Telrite Holdings
  *************************************
  LifeWireless.com | PureTalkUSA.com | Telrite.com

  
  Cc:Better Business Bureau (via BBB Portal)

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to activate a SIM card on my phone and the process didn't work, so I told the rep to cancel everything. I have an ACP credit on my home wifi and asked the rep if this would interfere with it and they said no. They were wrong. My ACP benefit was removed from my ******* wifi service. Upon contacting this wireless company again as per the ***/Lifeline, they said they couldn't do it. The *** insists they can but just don't want to be bothered doing it. When I called asking for a supervisor, reps refused to put me through to one and one rep got nasty with me about it. I tried emailing the email address to get help with my issue and they kept blocking my email (I emailed from various email addresses). All I want is my ACP benefit (benefit for low income people to get assistance with either wifi, free cell phone or free tablet and it's one per customer) to be dis-enrolled from their database and they refuse to do so. Since they're refused to do so, I've lost my ACP Lifeline benefit with ******* which leaves me without wifi come September 1st. This company shouldn't be allowed to exist. HORRIBLE customer service. The suspended cell # is ************.

  

  Business response

  08/16/2023

  Dear **************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your *** benefit.
  
  We have reviewed your account. Your account shows the *** benefit was applied when you signed the *** Benefit Transfer Consent form on 08/04/23 when filling out the Life Wireless application. We are showing that it has already been canceled by you on 08/09/23. Should you wish to transfer the *** benefit to another company you may transfer the benefit once a month. If you receive a discounted internet, the connected device (laptop, tablet, or desktop computer) through the program, you cannot receive a new discounted device, even if you change internet companies.
  
  The Federal program only allows *** subscribers to transfer benefits once per calendar month in order to protect consumers against uninformed or unwanted transfers.
  
  We sincerely hope this explanation clarifies your concerns and you will be able to use the *** benefit with another carrier of your choice.
  
  Sincere regards,

  *************************
  Compliance Administrator | Telrite Holdings
  *************************************

  LifeWireless.com | PureTalkUSA.com | Telrite.com

  Cc:Better Business Bureau (via BBB Portal)

  Customer response

  08/18/2023

   
  Complaint: 20452247
  
  I am rejecting this response because: it's not true as per the **** According to the **** cancelling an account is NOT the same as removing an ACP from the government database. I would think that the *** knows what they're talking about. Several wireless companies like this have been fined millions of dollars for scamming customers like you did to me. That comes straight from the **** 
  
  Sincerely,
  
  *************************

  

  Business response

  10/24/2023

  Dear **************,
  
  Life Wireless has received your rejection response concerning your ACP benefit and Lifeline account.

  We have reviewed your account. This account has all services disconnected and the account is canceled. We show that you canceled your account for the Lifeline and ACP benefits on 8/9/23.  You no longer have any services with Life Wireless.  Life Wireless is unable to remove your account from the **** database.

  
  Regards,
  *************************
  Compliance Administrator | Telrite Holdings
  *************************************
  LifeWireless.com | PureTalkUSA.com | Telrite.com
  Cc:Better Business Bureau (via BBB Portal)

  Customer response

  10/24/2023

   
  Complaint: 20452247
  
  I am rejecting this response because:

   

  They did not in no way, shape or form cancel anything on their end. I had to wait until the next calendar month to have the *** re-added to another service. This company did nothing but lie, saying you did it...you did not. Your customer service reps were rude and unprofessional as well. Just because I canceled the service, that does NOT remove the *** benefit...they are two different things. The *** federal office confirmed that with me and filed numerous complaints against this company for not doing so. I can't believe at this point, I'm still going back and forth with this nefarious organization. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was online on 9/13/22 and cannot recall if it was Life Wireless whose parent company is PureTalk and Telrite ships out the phone ordered. I paid $**** out of my debit account card at *************** Entry on Statement attached which lists payment to PureTalk. I on this day changed providers of ACP, a gov ******* with celluar phone and service. I received notification from ***** of the shipment of phone. I went to ***** office on about 9/15/22 at ************* ** a day before delivery to take place at my home address and told them I refuse pkg and send back to sender or shipper. They did so and I have screen printout of history of refused delivery from *****. I tracked the pkg back to shipper and was given another tracking ***** number ************ for this and delivery was made back to shipper on 9/21/22 to Telrite of ********* **. I called PureTalk phone number on bank entry of bank charge of **** and was told to call different **** which was named Life Wireless Customer Svc. This occurred on 10/6/22 at 1pm and with Life Wireless I spoke with Brusly, CS rep who refused to issue refund. So I asked to speak to Supv and was placed on hold for a length only for same Rep to return and told me that he cannot connect me to Supv but to email *********************** with my request for refund. I have email submitted to this address attached with no reply to date which is why I am filing this complaint to get my refund of $**** charged on 9/13 at 20:48 with my bank ************** of S ************ **. I returned their phone and feel I should not be charged $**** for any reason whatsoever so I am asking BBB to file my complaint either with Life Wireless or PureTalk or Telrite. I did get an email in between the time above from Life Wireless stating I was approved for phone and service and I was referred to Life Wireless by ************************* Reps but no resolve from either to date. Thanks. ********************* PS They should have refunded me when they received phone back.

  

  Business response

  10/20/2022

  
  Dear **************,
  
  We truly apologize for the experience you have had with Life Wireless. We are committed to resolving your issue.
  
  After reviewing your account, we see that you spoke with an agent on 10/11/2022 and they submitted a refund request for the $4.99 processing fee. The refund was posted to your original payment method on 10/14/2022. Please allow 5-7 business for the refund to process.
  
  Please accept our sincere apologies for any inconvenience you have been caused. It is our hope that we have rectified this matter to your satisfaction.
  
  Kind Regards,
  
  Life Wireless Customer Service
  
  ************************* (via ******************** portal)
  
  
  

  Customer response

  10/20/2022

   
  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. Telrite Corp Compliance responded to me with an email that states they issued my refund and it has been applied to my account to date. Please close the above BBB complaint as satisfactorily resolved.
  
  Sincerely,
  
  *********************

*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. ↩