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:04/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 already had lifeline plan with the company which provides unlimited talk and text. I accidently paid for unlimited talk and text thinking it was data for $29.95. No benefit was added to my account and business is refusing to refund when there was nothing provided. **************** is not helpful and refusing to assist. Date of Purchase is 3/30/2024

• Initial Complaint

  Date:01/28/2024

  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.

  01/26/24 is the date i talked to life wireless custormer support and their angent had told me that i wouldnt lose phone service from the carrier i was on at the present and i needed to call my previus carrier (cricket wireless) have them get a porting number from cricket wireless and then i back and let life wireless know so they could port my phone number from cricket wireless to life wireless with no interuption of phone service so i did this and cricket wireless stopprd my service so lifeline wireless lied too me i suppose to get my buisness and i will be out of a life line service for **** days and since it was life wireless could have e simed my cell phone immedialey after their s**** up and they had my cell phones esim number to start my phone service with them even though they told me they only did ios phones port or better yet life wireless could or should have sent a physical sim card to me over night since it was their fault and they stopped responding too my messages.

  Business Response

  Date: 02/05/2024

  Dear ******************,
  
  Life Wireless has received the above-referenced complaint concerning your *** benefit that was transferred into Life Wireless.
  
  We have reviewed your account. We can confirm that we received notification from NLAD that the *** benefit was transferred to Life Wireless on 02/02/2024. **************** does not handle Porting, you will need to contact our ******************* In your situation, it is advised that you contact this department to determine if the number can port in. The ****************** number is ************.
  
  If you choose to receive a *** card for Life Wireless, contact **************** at ************ to verify a good mailing address to send the *** card.
  
  Regards,
  
  Life Wireless Compliance
  
  
  Cc:Better Business Bureau (via BBB Portal)
  
  
  
  
  

• Initial Complaint

  Date:01/19/2024

  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.

  On 1/18/2024 I tried to enroll for life wireless phone service. application status says order incomplete at the same time saying duplicate enrollment. So i can not get phone service. I would like this matter fixed by them by signing me up for phone service

  Business Response

  Date: 01/24/2024

  Dear *****************,
  
  Life Wireless has received the above-referenced complaint filed with the BBB concerning your application for **************** with Life Wireless.
  
  We will require more information to proceed with a follow-up to your application. If you are experiencing a duplication, likely, that you have not completed the application process and are applying again instead of completing the order. You should click on Continue Existing Order or you can click Check Status and then proceed with the option to Continue Existing Order.
  
  If you have any further questions or concerns, contact **************** at ************ for further assistance.
  
  Regards,
  
  Life Wireless Compliance
  
  Cc: Better Business Bureau (via BBB portal)

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21167539
  
  I am rejecting this response because: I have tried to complete my application following the directions I've been given and it says verification  database is unavailable. I have my enrollment Id  number from them that i have given every time I've had to call your business so i can get a phone. I get told to do the exact same thing every time and its the same thing you said to do. ITS NOT WORKING. *** tried to sign up with a different provider but i cant because they say Im signed up with you people. Could you please complete my application. my application enrollment number is B32921-52435. I want to port my ************ number from Metro pcs Acct.# *********  to life wireless.
    My transfer Pin is ****** my IEMI# is ***************  and the sim# that life wireless sent me is ******************** that i am now inserting into my phone. I truly hope you are able to resolve this matter. a good alt phone number to reach me on is ************. I hope we can get this fixed as I have tried 18 times and get told the exact same thing that does not work.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/01/2024

  Dear *****************,
  
  We have reviewed your last complaint. We now understand that you have received a SIM card. You no longer need to continue with the application process because you have been approved, and a SIM card was shipped to you.
  
  If you wish to port your Mobile Device Number (cell phone nmumber) from another provider, you will need to speak to our ****************** so they can send a request to the other provider. **************** is unable to assist with this process, you will need to contact Porting. The ****************** can be reached at ************.
  
  We look forward to hearing from you as soon as possible so that you do not lose the number you wish to port over to Life Wireless.
  
  Regards,
  
  Life Wireless Compliance
  
  
  Cc:Better Business Bureau (via BBB portal)

• Initial Complaint

  Date:12/08/2023

  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 was told that the phone service was free and that I didn't have to do anything to keep it active They have disconnected my service

  Business Response

  Date: 12/12/2023

  Dear **************,
  
  Life Wireless has responded to the complaint filed with the Better Business Bureau concerning your Lifeline account.
  
  We have reviewed your account. We show that the benefits were transferred as soon as the service was activated. The most common reason this happens is that you might have applied with more than just one company and our application was processed first. When the second application processes, this causes the benefits to be transferred.
  
  All you have to do is reapply with Life Wireless  You can contact NLAD to see what service provider has your benefits. NLAD can be reached at ************.
  
  Regards,
  Compliance Administrator | Telrite Holdings
  *****************************
  LifeWireless.com | PureTalkUSA.com | *******.com
  Cc:Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 qualified for a free cellphone through the lifeline program due to being a recipient of SNAP benefits. I paid a fee of $4.95 to have a free cellphone shipped to my home. I received the cellphone yesterday and it does not power on. I tried charging the phone overnight with the charger that was provided and it still does not power on. I contacted customer service this morning and was told the call was not free and that I would be charged. There is no other option to contact customer service and receive support. After speaking with an agent who I had an extremely hard time understanding, I was told that I would need to send the phone back at my own cost via ***** so that they could inspect the phone, which they obviously did not do the first time. So, now I will have had to pay for a free cellphone and twice and the rate to send a cellphone back via **** can be up to $20. When I asked to speak with a supervisory I was placed on hold for an extremely long time and ultimately hung up due to the fear of the call being charged. I need this resolved right away and a new phone should be sent to me at no cost and I should be able to send the phone back as well at no cost due to their error.

• Initial Complaint

  Date:11/02/2023

  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.

  I signed up for a lifeline phone thru Life Wireless and had some questions about the service. Their website says to email [email protected]'s no point in doing that. I've emailed that address 5 or 6 times, asking simple questions. Every single time I almost immediately get an email autoreply saying my message was received and I'll get a response.Without fail, a few hours later, I receive another email saying that my issue has been resolved and the support ticket closed. This happens with absolutely no other contact from Life Wireless. I've checked my spam folder and there's nothing from them.They're just ignoring my emails completely. I'm not missing their response, they're simply not responding. Throughout my life I've rarely been treated so rudely.This company is just a scam. They take the lifeline money from the government and then ignore their customers.We as a nation are getting screwed by Life Wireless.

  Business Response

  Date: 11/06/2023

  Dear **************,
  
  Life Wireless has received the above-referenced complaint regarding your port request.
  
  We have reviewed your account. Our records show that your account was activated by you on 11/1/23 and we received your email the same day. We responded within 32 minutes to your email. Our communication is below.
  
  *************, you will need to contact our porting department to have a *** shipped to you and have your phone number ported over to Life Wireless. You can reach our ****************** at ************.  Since you activated the *** on your own and did not contact our ***************** we would have ported the phone number over with the initial *** card.
  
  Please contact us as soon as possible to ensure that your number is still available.
  
  Regards,
  *************************
  Compliance Administrator | ******* Holdings
  *****************************
  LifeWireless.com | PureTalkUSA.com | *******.com
  
  Cc: Better Business Bureau (via BBB portal)
  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20815203
  
  I am rejecting this response because:  Life Wireless claimed they responded to my inquiry and attached the response that was supposedly sent.  That response was never delivered to me.  I checked my spam folder and it's not there.  I don't know if the response was ever actually sent but I am sure it never reached my inbox.

  They still have not answered my other inquiries or even answered my first question.  WILL I HAVE TO PAY A FEE TO CHANGE MY NUMBER LATER?  So much time has passed that I'm pretty sure I can no longer port my old number and the question is irrelevant but I still want a response SENT TO MY EMAIL ADDRESS.

  The fundamental problem remains. Life Wireless ignores my emails.  They might write all kinds of responses and save them in their computer but if they're not delivered to me they might as well just delete my emails and ignore me completely, since that's effectively what they're doing now.

  I was gonna say "what do you expect from a company that offers free phones" but I realized the phones aren't free.  ************** is paying for them, so utimately it's not just me being screwed over, it's the federal government who's not getting their money's worth and Life Wireless is indirectly ripping off every single taxpayer in this nation.

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

  Business Response

  Date: 11/09/2023

  Dear **************,
  
  There is no charge in response to your question concerning porting over your phone number. If you decide to port, please be sure that your previous carrier submits the correct account information, address, PIN number, etc. to avoid any delays in transferring your number over to Life Wireless. Please understand that you have a limited time to do so in order to avoid your number not being available.
  
  If you decide to change your phone number sometimes there is a charge. You can change your MDN (Mobile Device Number) for free once every 6 months. If changing the number within 6 months, there is a $10 charge.
  
  Life Wireless sincerely hopes that we have addressed and answered your concerns.
  
  
  Warm regards,
  Life Wireless Support Team
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 11/09/2023

   
  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.

  Yes, my question was finally fully answered.  However, I would like to note that I still have no way to contact Life Wireless electronically with future questions.  Their responses to my emails never reach my inbox or spam folder.

  If I have future questions I will have to submit them to Life Wireless in the form of another BBB complaint.

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

• Initial Complaint

  Date:10/17/2023

  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.

  I have been trying to contact this Company to get a replacement SIM card for over 6 months and been unsuccessful. My service phone number is **************. I have tried, tried and tried and havent gotten nowhere. Can someone please reach out to me and send my replacement SIM card. This entire process has been stressful to me I need someone to contact me ASAP.

  Business Response

  Date: 10/19/2023

  Dear *************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your SIM card.
  
  We have reviewed your account. We show that you are not eligible for a courtesy SIM replacement at this time.  However, you qualify for a replacement device due to the age of your account. Please call our *************************** at ************  or 611 from your device, to verify a good mailing address to send out the device.
  
  We also see that you are receiving text messages concerning your non-usage of the device. You will need to place at least one phone call during the month to remain eligible for the Lifeline benefit. Failure to do so will result in termination of your Lifeline benefit and you will be required to re-apply.
  
  Regards,
  
  
  Life Wireless Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20744191
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I have tried to pay for a *** card and did pay for one in time pass and never did get the *** card I paid for. This is ridiculous no one has tried to call me or reach out to me to assist me. Can someone please call me at **************.

  Business Response

  Date: 10/25/2023

  Dear **************,
  
  We're sorry to hear about your experience with Life Wireless. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  One of our **************** agents is going to reach out to you for a mailing address. We will send you a SIM card instead of a courtesy device. You can also contact Life Wireless **************** at ************ or dial 611 from your device.
  
  Thank you for being a valued Life Wireless customer and bringing this to our attention.
  
  Regards,
  
  Life Wireless
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 10/25/2023

   
  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:07/10/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Fri Jul 07 13:08:23 2023, ***************** wrote:Comment Type: Device Not Working First Name: **** Last Name: **** Mobile Number: ********** Email Address: ***************** Questions: The Nitro 55E phone provided to me by Lifeline Wireless, began failing on its fourth day: Freezing, wrong letters-numbers no headphone, no Internet.Virus scanned three times, then, reset the phone three times; since, the Nitro 55E has worsened so I can not dial telephone numbers: Lifeline Sales Persons declared: "25 GB of ************ is provided!" Friday: Lifeline CSR, "4.5 GB Only." Learn 7.10.23, "500 minutes of phone" versus "Unlimited"I demand a new ***** / ******* / ******** Same size or larger ********** GB monthly data. and promised unlimited wireless and texting with NEW replacement ***** ******* ******** not used or refurbished phone with 25 GB monthly data, to: ******************************************************************, with a pre-paid return envelope.

  Business Response

  Date: 07/12/2023

  Dear ************,
  
  Life Wireless has received the complaint filed with the Better Business Bureau concerning your device for the Lifeline benefit. We sincerely apologize for the inconvenience you have experienced.
  
  We can offer you an RMA which will allow you to return the device to our warehouse for inspection. Should it be determined that the device is defective, ********************** will send you a replacement device. You have requested that we send a specific model such as a ****************** or ****** Life Wireless does not offer these devices. We have available Maxwest or Sky devices for the most part but the warehouse selects the device based on availability and is not able to select a particular device.
  
  Should you choose to return the device you will need to contact our *************************** at ************ and request a RMA.
  
  We will look forward to hearing from you so that we can resolve your concerns.
  
  Regards,
  
  Life Wireless Compliance
  
  Cc:Better Business Bureau  (via BBB Portal)
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20299638

  Thank you very, very much for the assistance of the Better Business Bureau...I'm a three time ******* small business person in Computers, two way public safety radios and coffee service.

  The BBB is one of three breaths of concern for fellow man, consumer reports and the *** your gratefully welcomed colleagues everywhere!
  

  I am rejecting this response because:

  I will not have a cellular telephone; industry practice is to ship a replacement phone with a pre-paid return envelope, returning the defective phone within 21 days;
  

  Life wireless knowingly has engaged in this practice to improve their profits, recognizing tax funded cellular telephones are their bread and butter with millions depending on them to gain employment, all at Life Wireless have;

  Life knows they deny cellular services via their sales agent thousands of lies, as evidenced by Internet based statement by Life Wireless users, and, their stated phones are recognized as non-industry standard failing to operate within days of issuance and are fragile known equipped with substandard glass touch screens;
  

  Life wireless has never responded to my previous written need, delivered to their ********** *****President and Director of Operations regarding Life Wireless Sales persons lying "25 GB of ************* and unlimited telephone  service" versus "4.5 GB and 500 minutes; this is against tax funded industry standards of unlimited service and public need and funding.

  Our tax dollars fund Life Wireless, they, deliberately engaging in deceptive sales practices and issuance of sub-standard cellular telephones; Assurance Wireless and all tax funded phone providers have begun distributing sub-standard phones to clients, and make promises that are not kept.

  I made an previous RMA claim and denied by Life Wireless; then, I demanded termination of service and promise to eligibility of ability to sign with another tax funded cellular phone provider, and a pre-paid return envelope, neither occurring; unknown to me Life Wireless INSTEAD SUSPENDED MY SERVICE then angrily STATED "KEEP THE (DEFECTIVE) PHONE" I discovered this by calling later Life Wireless i the same day, their CSR declaring "you service has been suspended and can be restored"

  Life Wireless has lied to me four times via their corporation training to lie to clients and engage in deceptive sales practices.

  Summary
  

  BAIT and SWITCH Denied Perfect New Phone

  BAIT and SWITCH Denied Life Wireless Sales Employees / Contractors Declared Guaranteed 25GB of Internet and Unlimited Telephone;

  BAIT and SWITCH Denied RMA by RMA CSR;
  

  BAIT and SWITCH Denied new perfect universally recognized utilized standard replacement;

  BAIT AND SWITCH Denied promised termination of Life Wireless service by Life Wireless and make me INSTANTLY ELIGIBLE for another service;

  BAIT and SWITCH Given Warranty Registration  never provided a mailing address to register my phone;

  I am seeking a new industry standard smartphone ******************* or, ******* these universally recognized for their usability, sturdiness, durability, impact resistance, and demand shipped with a pre-paid return envelope as Citizen's tax dollars fund all other cellular providers ******* Phone") they providing two-day replacement and return mailer.

  I was a previous user of ********************** / AT&T ten years ago, EXACT SAME substandard phones, Bait and Switch and lack of declared service.

  Review of Life Wireless "officers" Linked In profiles - photographs, show non-professional; greasy, the sole term for their their vice-president ********* operations, "officers".

  The conduct of their sale agents and customer service is one of lies reinforced by lies and zero concern for a quality professionally delivered products
  

  For the Better Business Bureau, you give hope when none otherwise exists with deliberate liars.

  I Am Yours and Most Sincerely,
  

  *****************, A.S. 157, CTESL, E.M.T.-Ambulance, Firefighter, HAZMAT-R (injury ret.)

  ************
  

  **************************************
  

  ******* ** 30303

• Initial Complaint

  Date:06/06/2023

  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.

  Last Thursday I signed up for a free low income phone from Life Wireless, and it stopped working on Sunday. I could not even use the phone to call customer service. The "Unlimted talk, text, and data" sounded too good to be true, and it was. I have wasted hours with customer service over three days to no avail. This is a shady company.

  Business Response

  Date: 06/13/2023

  Dear **********************,
  
  ******************* d/b/a Life Wireless has received the above-referenced complaint concerning your Lifeline benefit.
  
  We have reviewed your account. We show that a new SIM card was mailed to you on 5/31/23 for porting purposes but it was not activated. We recommend that you contact our ****************** to confirm which SIM card is being used in order to port your previous phone number to Life Wireless. You can reach our ****************** at ************. And, we recommend that you place the previous SIM back in the device and test the service.
  
  If there is an issue where the service is still not working, we will send you another new SIM card.
  
  Regards,
  
  
  Life Wireless Customer Service
  
  ************************* ( via ******************** Portal)

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 requesting a refund I was charged 6$ for a subsidized phone tracking number ***** ************. Never was delivered and they refuse to issue a refund. Forcing me to call ***** when I've been waiting 3 weeks for the phone. They are not telling the truth I want my money back and a lawsuit because they are doing something illegal with these transactions.