ComplaintsforMaxsip Telecom Corporation

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Initial Complaint
05/01/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After several months of horribile customer service and repeated service interruptions on a monthly basis with Maxsip Telecom, I finally decided to go with another company however Maxsip no refuses to release my phone number *************) that I have had over five years and am allowed to take with me. I have spoken to SEVERAL representatives at Maxsip telecom and the have no interest or knowledge of letting me take my number to another company, They keep giving me the run around in hopes of me wanting to return to their company which I dont want to. I asked to speajk to a supervisor and as usual, the representatives refuse my request and/or simply hang up on me. Another reason I dont want to deal with Maxsip telecom
Business response
05/09/2024
*** ***************************** ********* ********* **** ** ********** *** ******
To Whom it May ************** write in response to *** ********* complaint, dated May 1, 2024. After conducting a thorough investigation into *** ********* case, we appreciate the opportunity to provide you with the following information.
In the course of our discussion, ******************** brought up that he was having difficulty porting his number to his carrier. In response to his complaint and our conversation, we assured ******************** that we would assist him. Our customer service team assisted in helping ******************** with the process. We followed up with ******************* on May 7, 2024 and the porting process was successful as of 3 PM on that day. He reported that his issue regarding porting his number has been solved. We followed up with ******************** on May 9, 2024 and left him two voicemail messages.
We are thrilled that *** ********* concerns have been successfully addressed and that he is satisfied with the resolution of his complaint. We appreciate the opportunity to assist ******************** to reach a resolution.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Customer response
05/10/2024
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 and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
December 29, 2023 I paid to have my phone replaced. I paid $60.00 with my debit card. I am constantly being told that my phone is on the way, or it has been shipped. I have yet to receive my phone or my money back.
Business response
05/14/2024
Re: *****************************
BBB Complaint #********
Date of Complaint: April 29,2024
To Whom it May ************** write in response to *** ******** complaint, dated April 29, 2024. After conducting a thorough investigation into ********************** case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ****************** and reached him on May 2, 2024. In the course of our discussion, ****************** said he purchased a phone and never received it. In response to his complaint and our conversation, we arranged to send a new device to ****************** at his residential address *********************************************. A device was sent via ***** Tracking #******************************.
We appreciate the opportunity to assist ****************** to reach a resolution and apologize for any inconvenience he experienced. We are delighted to have ****************** as a valued Maxsip customer.
As per ******************** policies,all prospective customers are provided with comprehensive information about Maxsip and the nature of the Affordable Connectivity Program (ACP) including the fact that individuals can only receive one ACP benefit per household. Each customer is also required to give informed consent to enroll in Maxsips ACP Program. Additionally, street agents undergo substantive training and onboarding procedures, which includes training to detect suspicious or fraudulent enrollments. Our company is well-equipped to meet our high standards of compliance and customer service.
Should ****************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
04/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Since I got the phone, I've paid $20 to a rep for the phone, then it wasn't under my name/info, so it got turned off after two weeks. I had to have maxsip mail my sim card. Service has always stopped or ran out in the middle of the month. I've paid Xfinity at least $100 so far so I can use wifi, because I can't make calls on this phone. I was never told that data runs out, and you can't use it, when I purchased the phone. I'm disabled and this is has been more than a headache. I have an online store I can't access sometimes, and if I have an emergency I can only call 911. Maxsip has always been inconsistent and unreliable. Not what they advertise.
Business response
05/02/2024
Re: **************************************
BBB Complaint #********
Date of Complaint: April 29,2024
To Whom it May ************** write in response to ************************ complaint, dated April 29,2024. After conducting a thorough investigation into ************************ case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ***************************** and reached her on May 2, 2024. In the course of our discussion, ***************************** said she has run out of data and asked if we could give her additional data. As a courtesy, we added a top up to *********************** account on May 2, 2024.
We are thrilled that ************************ concerns have been successfully addressed and that he is satisfied with the resolution of this complaint. We appreciate the opportunity to assist ***************************** to reach a resolution. We are delighted to have ***************************** as a valued Maxsip customer.
Should ***************************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
04/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 4/16/2024, just a few hours ago at around 8-8:30PM, I got a call from a man who I had met outside Dollar General approximately a week ago who has not stopped calling me about my electric bill and giving me "free phone service". I asked him if it was through a private company or was it an actual government benefit. He stammered out the word, "It's a private company, but but but just hear me out,,,,," At that point, I just walked away. I know a scam when I see one. When I left the dollar store, I felt sorry for the poor guy. IT looks like he was either waiting for a ride home or a bus and he looked cold and hungry. I stopped and offered him a ride. He said no and then immediately plunged into "If you don't want the phone service, I understand, but at least get your electricity and gas bill lowered". My defenses were down because I felt compassion for him and he was being polite. So, I told him that although I didn't have time that day to do it, he should take my number and call me if he was ever in town again. He called me a couple days later even though he didn't even go to work that day, I guess he just wanted some1 to talk to. At this point, I feel as if he might have noticed my kind and empathetic nature and he may have put a plan in place to exploit those traits. HE also knew that I am almost 4 months behind on my payments to my electric and gas company and am at risk of getting them sut off. It is terrible what they did. Tonight, he called me. I was in middle of writing an essay for school and my kids needed to be put to bed. As a single mother, I cannot rely on someone else to do that. He persisted and said he may not come back to my neighborhood for a very long time so if I wanted to take advantage of the opportunity to switch my gas and electric. I had to do it NOW! I asked my next door neighbor if she could have my kids over for 5 minutes (he promised me it wouldn't take longer than that). Then I drove across the street tp where he wanted to meet me. A woman sat in the passenger seat who get said was his boss. And a man sat in the back who was silent the entire time, They asked me for the last 4 digits of my social security number and I got a huge red flag but I told them and I regret it. Then they simply said the electric and gas had been switched (just like that) and they gave me some made-up confirmation #. Then they took out a slick looking phone a nice brand new slick looking Ipad. They said for just $70 I could have both. "You told me $60 the other day..." I rebutted. "I meant $60!" he corrected himself laughingly. Then his boss mumbled something to him and he punched some stuff into his phone and told me that I qualified for only one of the 2 items, either the phone or the iPad. I felt disappointed, but they still wanted me to pay the $50 for just one! At that point, we had been going over things for over half an hour and my neighbor called me because she has kids and needed to put them to bed too. I was feeling stressed and I was not in my right mind. If I wasn't so tired and stressed, I would have asked normal questions...but I did try to ask some. For example, I asked how do I know that you're notmjust giving me a phone and maybe even service that will get cut off in a month or so. "You have a year guarantee and a 2 year warrantee, so if the phone breaks or goes missing within the next 2 years, you get a brand new phone" He was obviously trying to put some distance in between me and the original question I had asked, but later I remembered and returned to it. "Will you give me a document outlining the one-year guarantee"...he started mumbling and he pretended not to hear me'!!!! At that point, I had given them my credit card info and their credit card machine wasn't working because I showed them my account an dI had enough money in it. They said it was a brand new machine and they acr finicky, so they will try again in a week. He told me he would delete all my credit card info and he pretended to do it in front of me. I just looked at my email and since he left, I got 17 warning emails that someone had tried to take $70 out of my account 17 times, but they would not allow him for my protection. (My catf protects me against scams), The name of the person trying to access the money was called Maxsip Telecom Corp. Now I feel really dumb. I pride myself on being scam-proof and I got scammed, I really did, plus these scammers now have my card info and my phone # and address. The individual who initiated contact with me originally told me his name is ******. I didn't catch the name of the girl or the man sitting behind the passenger seat. I need something to get done about this. I was told I'd get a confirmation email regarding the electric and gas bill but surprise! surprise!-I did not. Why the need for all my info? I want these ppl arrested for stealing an probably selling my sensitive info. I will also have to get a new card but I can't change my address or phone number and I'm feeling very insecure with these criminals on the loose with access to private details about my life.
Business response
04/26/2024
Re: **************
BBB complaint #********
Date of Complaint: April 17,2024
To Whom it May ************** write in response to **************** complaint, dated April 17, 2024. After conducting a thorough investigation into ****************** case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ************** for further clarification about the nature of her complaint and reached her on April 25,2024. Per her complaint with the BBB and during the course of our conversation,she mentioned that she felt uneasy about an interaction with a Maxsip street agent. ************** expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider.
In response to her concerns, we assured ************** that we would address the matter with the agent with whom she interacted. She also expressed concern that her personal identifying information has been compromised. We assured ************** that her personal information is secure and that it would not be used for any purpose. As a sign of goodwill, we offered ************** a refund if she incurred any financial loss as a result of her complaint and she declined. We apologized for any inconvenience this situation may have caused **************.
We are pleased to inform you that ****************** concerns have been successfully addressed, and she has expressed her satisfaction with the resolution of her complaint. As a result, we are closing this matter. We appreciate the opportunity to work with ************** to reach a resolution and are glad to have resolved the issue to her satisfaction.
Should ************** need additional assistance, we can be reached at ************ or *********************************** or *****************************************
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Jan/Feb ************************************** saying I had transferred my *** benefit to another provider,....I had not done any such thing. I spent days on the phone with *** / my internet provider and had it all transferred back. I told my internet company that I had NEVER spoke to anyone about transferring my *** benefit. They advised me to tell *** that it was done without my knowledge and/or consent. I did that and everything was supposed to be back to normal. My *** would stay on with my internet provider and all was well. *** program was winding down though due to no funding. March I got a VM from my internet provider stating that I had once again transferred my *** credit..I had not. I called my provider back to tell them that and was told that as the program was ending anyway in April that they would no longer be accepting transfers of the *** benefit. So I am now paying $80.00/ a month for the same internet I have had been getting for $0.00 since 05/2023 because my *** was taken without my consent.2nd week of March I received a mailed sim card from this Maxsip telecom and I called to find out where they got my information. I was asked to give the last 4 digits of my SSN and DOB,,,,, I refused and told them that with the *** program ending I saw no reason to give any of my information. The representative wanted to know if I could have had a son or daughter sign me up with them without my knowledge....I said NO. The representative said that MAXSIP was generously going to continue to provide for their current customers for free and I could benefit because I was qualified through ***...She claimed that they were going to continue to provide 15gb of data FREE for their eligible *** customers.////Nope I declined and hung up the phone. The federal government isn't able to continue to fund this important and necessary program and I am 100% sure that Maxsip will not be free for anyone. I know they have stolen my information and are a fraudulent business.
Business response
04/26/2024
Re: ********* *****
BBB Complaint #********
Date of Complaint: April 8,2024
To Whom it May ************** write in response to *** ****** complaint, dated April 8, 2024. After conducting a thorough investigation into *** ******* case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted *** ***** for further clarification about the nature of her complaint and reached her on April 8,2024. Per her complaint with the BBB and during the course of our conversation,she expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider.
In response to her concerns, we assured *** ***** that, should she incur any financial loss due to the non-application of her ACP benefit while enrolled with Maxsip, we would compensate her for a month's worth of lost benefits as a gesture of goodwill. We followed up with *** ***** multiple times and were not able to reach her.Specifically, Maxsip has tried contacting *** ***** by phone and email, as outlined below:
Called *** ***** on April 11, 2024 at 11:22 AM Left voicemail message
Called *** ***** on April 15, 2024 at 4:25 PM Left voicemail message
Called *** ***** on April 16, 2024 at 12:17 PM No option to leave a voicemail message
Emailed *** ***** on April 16, 2024 at 1:44 PM at ********************************
Called *** ***** on April 25, 2024 at 5:18 PM Left voicemail message
Emailed *** ***** on April 25, 2024 at 7:43 PM at ********************************
Called *** ***** on April 26, 2024 at 12:08 PM Left voicemail message
We welcome the opportunity to discuss the matter further but have been unable to reach *** ***** to engage in meaningful dialogue. Should she need additional assistance, we are here to help.
Should *** ***** need additional assistance, we can be reached at ************ or *********************************** or *****************************************
Customer response
04/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I wanted all my information removed and my internet company told what they did...They wanted more information from me address, bank information in order to pay for the

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/14/2024
Re: ********* *****
BBB Complaint #********
Date of Complaint: May 10,2024
To Whom it May ************** write in response to *** ****** complaint. After conducting a thorough investigation into *** ******* case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted *** ***** for further clarification about the nature of her complaint. While we were unable to reach her after initially speaking, she expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. We offered to reimburse *** ***** for any issues she had with her bill due to this error and she declined. Further, she asked that we delete her information from our systems.
We apologize for any inconvenience this situation may have caused. Our records indicate that someone utilized your information to enroll in Maxsip.While we now understand that this enrollment occurred without your knowledge or consent, we are legally required, by federal law, to maintain records of all customers, past or current. However, please rest assured that we have taken measures to protect and safeguard your data. Please also be advised that we have taken steps to hide all of your data within our system to prevent further access by sales reps and agents. We can assure you that Maxsip will not contact you in the future.
Should *** ***** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Customer response
05/17/2024
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 and the matter has been resolved.

Sincerely,

********* *****
Initial Complaint
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Why don't I get a new phone
Business response
04/16/2024
*** *********************** *** ********* ********* **** ** ********** ***** ******

To Whom it May ************** write in response to ************** complaint, dated April 5, 2024. After conducting a thorough investigation into **************' case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we attempted to contact ************** several times for further clarification about the nature of her complaint, however we were not able to reach her. Specifically, Maxsip has tried contacting ************* by phone and email, as outlined below:
Called ************** on April 8, 2024 at 3:10 PM Left voicemail message
Called ************** on April 11, 2024 at 11:30 AM Left voicemail message
Called ************** on April 15, 2024 at 4:24 PM Left voicemail message
Called ************** on April 16, 2024 at 12:13 PM No option to leave a voicemail message
Emailed ************** on April 16, 2024 at 12:15 PM at ***************************
We welcome the opportunity to discuss the matter further but have been unable to reach ************** to engage in meaningful dialogue. Should she need additional assistance, we are here to help.
As per Maxsip policies,all prospective customers are provided with comprehensive information about Maxsip and the nature of the Affordable Connectivity Program (ACP) including the fact that individuals can only receive one ACP benefit per household. Each customer is also required to give informed consent to enroll in Maxsips ACP Program. Additionally, street agents undergo substantive training and onboarding procedures, which includes training to detect suspicious or fraudulent enrollments. Our company is well-equipped to meet our high standards of compliance and customer service.
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had acp internet with them the acp is ending I did not have lifeline. They said they had to enroll me in lifeline for me over my allotment. I did what they asked. He gave me the allotment. 4 hours later they disconnected my phone service and Data i was without for than 5 days with no way to call anyone. I contacted them via chat at the library multiple times no resolution.
Business response
04/26/2024
*** ***************************** *** ********* ********* **** ** ********** ***** *******
To Whom it May ************** write in response to *** ********* complaint, dated March 29, 2024. After conducting a thorough investigation into ******************** case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ******************** and spoke with him numerous times in March and April. In the course of our discussions, ******************** said his phone was cut off/transferred and that he needs access to that line for work and banking purposes. We will be able to reconnect that line for ******************* on May 1, 2024.
We reached out to ******************** on April 26, 2024 to provide him with this information. We appreciate the opportunity to assist ******************** to reach a resolution. We are delighted to have ******************** as a valued Maxsip customer.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Customer response
04/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Phone service disconnected on both accounts service not restored.
Original phone number restored 3 months of original plan unlimited talk and text and 15gb for 3 months; Repair; Finish the job

Business response
05/21/2024
Re: *****************************
BBB Complaint #********
Date of Complaint: May 10,2024
To Whom it May ************** write in response to *** ********* complaint, dated May 10, 2024. After conducting a thorough investigation into *** ********* case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ******************** and spoke with him numerous times. In the course of our discussions, it was determined that ******************* could benefit from a new SIM card. This was sent in the mail and we spoke with him numerous times. We most recently spoke with ******************** on May 17, 2024, who reported that he received SIM card *******************. On that date, he wrote to us at 3:20 PM Thank you so much madam we are up and running again. We reached out to ******************** on May 20, 2024 by email and on May 21,2024 by telephone to inquire if he needed anything further.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Customer response
05/24/2024
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 and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
03/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I paid $15 for the item and have not been able to use it. I could not reach anyone by phone until I found the information on the back of the item.
Business response
03/15/2024
To Whom it May ************** write in response to ******************** complaint, dated March 14, 2024. After conducting a thorough investigation into ********************' case, we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted ******************** and reached her on March 14, 2024. In the course of our discussion, ******************** said her tablet was not working. Upon review of her enrollment record, ******************** signed up to be a Maxsip customer in September 2022. She de-enrolled her account in January 2023. In response to her complaint and our conversation, we informed her that she can only have one ACP benefit provider per household and that she currently is not a customer. She said she prefers to stay with her current provider.This complaint was filed in error.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or *****************************************
Initial Complaint
03/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 31 , 2024 I was approached by a man selling cell phones and tablets for $40.00 and all I had to.do was sign up for a solar energy program with a company called Acadia , the phone service is through Maxsip Telecom , I paid the $40.00 for the phone but the *** card was registered to someone else , when I called maxsip customer service on February 1 , ************************************************************* my name , it has been over one month and I still haven't received the sim.card .
Customer response
03/12/2024
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 and the matter has been resolved.

Sincerely,

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

Business response
03/18/2024
To Whom it May Concern:
We write in response to *** ******’s complaint, dated March 11, 2024. After conducting a thorough investigation into *** ******' case, we appreciate the opportunity to provide you with the following information.
Upon review of her enrollment record, *** ****** signed up to be a Maxsip customer on January 31, 2024. Following our receipt of the aforementioned complaint, we contacted *** ****** and reached her on March 11, 2024. She said that there was an issue with her SIM card. In response to her complaint and our conversation, we arranged to send a new SIM card to *** ****** at her residential address * ******** ******* ******* ** *****. A SIM card was sent via FedEx, Tracking ************** We reached out to *** ****** on March 18, 2024 to provide her with this information. She was satisfied with our response and resolution.
We appreciate the opportunity to assist *** ****** to reach a resolution. We are delighted to have *** ****** as a valued Maxsip customer.
Should *** ****** need additional assistance, we can be reached at ************ or ******************* or *************************
Best, ****** ****
Customer response
03/21/2024
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 and the matter has been resolved.

Sincerely,

******** ******
Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
maxsip telecom offered a free tablet if I qualified - I qualified & they signed me up through the *** program without my knowing that by doing this it would remove me from the plan I was in with xfinity. I found out the next day when Xfinity notified me. I called Maxsip telecom to stop my services - they said they would send documentation of this by e-mail and never have & it has been three days, I called and the person today stated that they don't really email any information. I can not find any one else to report this to . My *** benefits have been discontinued & I don't know if I will be able to get them back - I am a low income senior in poor health living on social security. What they did was wrong.
Business response
03/19/2024
To Whom it May ************** write in response to *** ******* complaint, dated March 7, 2024. After conducting a thorough investigation into ********** ***** we appreciate the opportunity to provide you with the following information.
Following our receipt of the aforementioned complaint, we contacted **************** and successfully reached her on March 19, 2024. **************** expressed her concern that it was not clear that she would forfeit service with her ACP provider when she signed up for a tablet with Maxsip. We explained that each household can only have one ACP benefit. **************** communicated that she would have preferred to stay with her prior ACP provider and that she felt it was not clearly communicated that she could only have one ACP provider. She emphasized the need for clearer communication during the sign-up process to avoid any misunderstandings. We let her know she can hold onto the device and apologized for any inconvenience. As a courtesy, we are in the process of issuing a $60 refund to be sent to **************** via mail at her residential address at ********************************************************************* to reimburse her for any issues associated with her bill.
We are pleased to inform you that *** ******* concerns have been successfully addressed,and she has expressed her satisfaction with the resolution of her complaint. As a result, we are closing this matter. We appreciate the opportunity to work with *************** to reach a resolution and are glad to have resolved the issue to her satisfaction.

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