ComplaintsforChat Mobility

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Signed up for 2 lines. The other adult on the plan actually had their phone taken ****************************. Called chat. Took the other person off account. Asked about options for the other line. Was advised unless I paid the phone in full I would have to continue service till its paid off. Advised no discount or credit will be given for the unused line. Advised I cannot use another phone on that line till old phone paid off. **************************************************************************************************************** I have done nothing wrong. So I've been told that they will bill me full service for both lines until the phone is paid off. If I don't pay it it will accrue and go on my credit report. So I've asked repeatedly to cancel service and just be billed for phone. Advised that I can't cancel until phone is paid so again I'm paying for 2 lines and service I no longer use. Let them know I moved and they advised that even though my coverage is really poor with them in my new area I still again am going to end up paying the *** for each line plus the outstanding line even though I'm not using them.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/07) */ Contact with customer began on 12/10/21, she requested a change of address and authorized users. On 1/4/22 She contacted us to change her plan so she had more data. On 1/7 she called regarding a voicemail question and asked about pay off on devices, she was quoted pay off for each device. She also stated that one phone had been ************************* but she did not request disconnection of the line. On 1/11 she called to request a copy of an original authorization form. We emailed a copy of the form on 1/12. on 1/27 customer inquired about changing carriers and how it works when the other carrier will pay off the device(s). We advised that is between her and the other carrier. The bill with us is in her name and she is responsible for those charges. We did not receive a request for any disconnection during any of these interactions. We would have emailed, mailed or had her sign paperwork while in a store for a disconnect request.

*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. ↩