ComplaintsforAppalachian Wireless

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was affected by a Flood in my area which resulted in me and my family having to move to a hotel for almost 2 weeks that led to my phone bill becoming super high bc there was no working internet - due to so called data overages - 15$per GB my phone bill went from being 190$ a month to 600$ no notification just a bill in the mail and a week later my phones were cut off this was August - October, my child is autistic she has to have cartoons via Internet or she will throw a never ending fit- that’s my life I can afford 600$ I can afford 2300$ what I can’t afford is to pay 2300$ for a phone company that gets lowsy service underlying clauses in their contracts that won’t allow you pay payments until you completely voided the contact and out 1300$ a phone- plus the whole not sending you a sms message when your over data holy crap the lady that’s over the customer service for the place told me I wasn’t in a flood area I have proof but that’s not the point the point is she made my bill right 1 time yes but I was charged 2 more months directly after and at that I didn’t have no service the whole time I’ve not had a working phone business phone life line in 4 months because of these people - I went and got a free government phone I’m in college my wife’s in college my kids go to school and day care - I need these guys to just make my bill payable and stop ruining my credit/ I can’t do the 2300 I need a phone but not if it’s gonna cost me 2 months salary… please guys these have a high bbb score and I know plenty of people who have had this issue now that’s it come to light for me I can’t be the only one they’ve done this to - look into it please…

  

  Business response

  12/28/2022

  Please see attached!

  Customer response

  12/29/2022

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had issues with calling and texting for the better part of a month. We have called the company to voice out frustrations and are repeatedly told they have no idea when the service will be restored. We are paying for a service that is not being fullfilled.

  

  Business response

  11/14/2022

  I am in receipt of your complaint the Better Business Bureau.  After researching the contact your contact number, I found that you have a Samsung Galaxy S8 on that line.  The Galaxy S8 is a 3G Device.  At Appalachian Wireless, we are constantly striving to enhance our network and relationships with roaming partners to provide the best possible experience for our customers. These enhancements can lead to significant changes as older technologies are replaced with newer ones. By December 2022, we expect that older 3G services will be turned off on our network, as well as the networks of many of our roaming partners across the nation.  In order to use the device that you have until 3G is completely turned off you will need to come to an Appalachian Wireless location and ask for an EKN Sim. 
  The other number on the account is a Galaxy S9 Plus.  While that phone is Volte capable it will also need an EKN Sim to take advantage of those changes.
  When you visit the retail location to get the new Sims please ask the Retail Sales Associate to contact me and I will fix both lines to have a full plan for the issues you have had within the last month.
  If you need additional information concerning the shutdown of 3G service you can find that by going to our website, appalachianwireless.com and clicking on the link Upcoming network changes to 3G services.  We appreciate your business and look forward to getting this issue resolved for you.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had account with you people for years I had to buy a new phone I had one of them old flip top will I renewed my account with you this month and it is not due until 14of next month my problem is I was talking to my sister and they cut in and said that I was not allowed to use this service you are the only service I ever used no other my be under ****** and **** **** He got the phone for me but I have used this phone for around three months and now why this I paid my bill I expect fair business why is my phone been taken away from this service when I have no other service but this

  

  Business response

  10/31/2022

  I am in receipt of your complaint to the Better Business Bureau.  I have researched your account and show that you are correct, your account is paid until November 14th, 2022.  I don’t see anything in our system that would prevent your service from working.  If you are experiencing service issues please contact us by dialing 611 from your cellular phone or you can call us at (800) 438-2355.  Anyone in Customer Service will be happy to assist you in getting this resolved.  We appreciate your business and look forward to speaking with you.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m being over charged for a data overage I wasn’t made aware of I’m being charged 558$ for 1 line for one week worth of data basically

  

  Business response

  10/24/2022

  I am in receipt of the complaint from Mr. ******** concerning data overages.  He currently has 8 gigabytes of data to share between the two lines on his account.  During the billing period that ended on August 15, 2022 he used a total of 46.734 gigabytes.  I have made a one-time courtesy adjustment to the account in the amount of $558.95.  If this type of usage is going to continue I would suggest an upgrade to unlimited data.  If you have additional questions please reach out to our Customer Service Department, we are available Monday-Friday 7a-7p and Saturday 8a-2p.  Thank you for choosing Appalachian Wireless for your cellular needs.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have never missed a payment but my service is awful . I am not getting what I have paid for . I have 3 phone 2 of them don’t get service most of the time . What good does a phone do if it doesn’t work. I took one in today and they said they needed to change the SIM cards why did they tell me this after complaining for months . I have kids who drive to school and work with no service . I have been ripped off for a lot of money with no service. My phone work right in the same vehicle with the other 2 phones from Appalachian wireless. I don’t want this service anymore. It’s wrong to charge people for months for service you don’t get . Thank you

  

  Business response

  09/26/2022

  I am in receipt of your complaint to the Better Business Bureau.  I have researched the information you provided and have discussed with our technical team.  Currently we aren’t showing any service issues or tower outages in your home area.  I do see that the two phones you listed as having service issues received new SIM cards on September 15th and the other one was completed on September 17th.  If you are still experiencing issues with any line on your account please call Customer Services so that we can open a trouble ticket with our Technical Department.   Our Customer Service Department is open Monday – Friday 7a-7p and Saturday from 8a-2p.  We appreciate your business and thankful to be your wireless provider. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a flip phone and created a new account for my elderly mother on September 1st 2022, I paid the new plan fee, activation fee and phone cost, the phone wouldn’t hold charge, you couldn’t hear and just simply wouldn’t work. I came to the Ivel location on September 8th, the gentleman told me that they no long sold those phones because they were having issues with them. So they are faulty phones. So the cheapest phones they have were 109.99, so I would be out more money. On top of that, they wanted me to pay a restocking fee of $35. He emailed his supervisor to waive it. He declined. Said he couldn’t waive the fee, even though the phone is clearly faulty. So if I return the phone. I’ve paid for a plan, and activation fee with no phone and if I don’t, the phone just doesn’t work. They had no compassion and just didn’t care. Please help. This isn’t a company that cares about their customers.

  

  Business response

  09/19/2022

  ******, 
  
  Please see my response to your complaint.  Please give ma a call at ************ **** **** at your earliest convenience. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband signed a two year contract with this phone company which has expired. He was told verbally he had an unlimited talk text and data package and the bill would be around 129.00 monthly plus tax. The bill was automatically withdrawn from my checking account and I happened to review my account and saw over 300.00 was taken from account. I called the company and didn't get anything resolved, the salesman was rude and the manager didn't answer and didn't call me back. An accounting person called me but refused to adjust my bill so I stopped payment now I would like to review all of my bills and get refunded if any charges have been paid over the 129,00 tax the lady said our original contract was for 8 gb Idk what that means and would like to get this settled asap,

  

  Business response

  08/31/2022

  Please see attached

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a "local unlimited" wifi thru appalachian wireless this is a plan I have had for around 10 years give or take. You can not get this plan anymore. I have had this mifi at pine ridge ky for over 5 years. It has been $39 a month with zero issues. The last few months I got a bill for $268.71 and one for $745.11. This mifi is within 3 miles of an appalachian wireless tower at slade KY. They are saying I am pulling data from frenchburg KY therefor they can charge me roaming. This address in pine ridge is within the heart of appalachian wireless coverage (Map Attached). I have sent them the same attachments I have attached here. This appears to be an attempt to drive me into cancelling my local unlimited plan. They have refunded the overages for the $745.11 bill but not the $268.71. Amy Iricks sent me an email today 19Aug2022 stating to cancel my plan or pay the overages or switch to a tethered plan. I have had this plan for a decade or so and have no intentions of cancelling because of corporate power. Please help me to resolve this issue.

  

  Business response

  09/13/2022

  We are working with the customer to resolve this issue.  This has taken several days but we are in contact via email and phone and should have this resolved within a week.

  Thanks,
  *** ****** * ***

   

  Customer response

  09/19/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  The mi-fi has worked perfect for over 10 years. I stopped in the store today and got the new SIM card they thought would fix the issue. It did not. As of time now the MI-FI is getting 1X service and is essentially a paper weight. You can not use *** **** **** **** or anything. I have also attached a picture of the MI-FI in the Appalachian store showing roaming off another network. 
  
  Sincerely,
  ****** ****

  

  Business response

  09/29/2022

  I have followed up via email with Mr. **** and received no response.  He has been provided with a MiFi device that uses a SIM card that we can restrict his roaming abilities on per his request.  I have asked for a follow-up but haven't received a response.  At this time I am requesting this to be closed.

  
  
  Thanks

  *** ******

  Customer Service Manager

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

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a ****** ** online through the iver ky store and I’ve had it about 4 or 5 months and my daughters cat knocked it off the porch banisters and it busted the inside but not the outside is there anyway I can get a replacement phone

  

  Business response

  08/30/2022

  Please see attached response.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Dad passed away Jan 20, 2022. His cellphone line was on my account. I have called several times to get the line cancelled and they send me to “special services” via phone. It would go to voicemail and I would never get a call back to cancel the line. I went in store on several occasions and they said cancellations had to be done over the phone. I just got it cancelled today (Aug 11, 2022). I would like back pay and they’re refusing. The cellphone line in question shows no usage since the day my dad died - therefore proving that the phone has not been in use and I have tried to cancel it. They can check my call log to also prove that I have tried to cancel multiple times.

  

  Business response

  09/22/2022

  ****** ***** Complaint ******** To Whom It May Concern:

  l am in receipt of the complaint ******** filed with the Better Business Bureau. I have researched the notes on ******'s account and have listened to all call recordings of calls that were made from cell number ************ from January 1 2022 until August 11th, 2022.

  After listening to the recordings, I am showing that a call was received on June 13th and it was discussed with Customer Service that ****** wanted to disconnect cell number ************ and she was transferred to our Special Services Department. I also show that a call was returned on June 17th 2022 but they did not reach her and didn't have an option to leave a voicemail. The next call concerning disconnecting cell number ************ was on August 1111h 2022 and the phone number was disconnected on that day.

  Since we were not able to reach ****** on June 17th, 2022 and the recording does confirm the call on June 13th, 2022 regarding disconnect I have disconnected the line as of that date. I have applied the additional credit to the account and the credit will show on the September 15th, 2022 invoice.

  If ****** has additional questions I am happy to speak with her regarding her account. I can be reached at the number listed below.

  Sincerely,

  *** ******

  Customer Service Manager Appalachian Wireless

  ************ **** **** a******ekn.com

*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. ↩