ComplaintsforMaxsip Telecom Corporation

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Initial Complaint
02/26/2024
Complaint Type:
Product 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 called and asked if i wanted a free tablet ,phone I said no The gentlemen would not take no for a answer Some weeks later i received a letter size envelope with a sim card and metal key I called them and got a account ************* the man i talked to was *** he refused any info that had my personal info or a xopy of the phone call I tried explaining to *** That my acp creadit was cancelled due to them They say there is no free devices I said it was false advertisement and fraud They refuse to help me
Business response
03/15/2024
*** *********************** *** ********* ********* **** ** ********** ******** *******

To Whom it May ************** write in response to *** ******** complaint, dated February 26, 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 successfully reached her on February 26, 2024. ****************** expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. In the course of our conversation, she said she lost money due to her ACP benefit not being applied during the time period when she was enrolled with Maxsip. We investigated the matter and spoke with ****************** again on March 15, 2024. We are in the process of issuing a $60 check to be sent to ****************** via mail,at ***********************************************************, to reimburse her for losing her ACP benefit and to resolve any issues associated with her bill. We apologized for any inconvenience she experienced.
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.
As per Maxsip policies, all prospective customers are provided with comprehensive information about the nature of the Affordable Connectivity Program (ACP) and about Maxsip. Each customer must also 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 and we are further investigating the situation to prevent similar occurrences.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, ****** ****
Initial Complaint
02/23/2024
Complaint Type:
Customer Service 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 am on a fixed income so I signed up with the Acp program And was wondering why Xfinity was sending me a bill I called Acp and they informed me that My benefits were going to this company called ******* which is an unknown company to me I never heard of them They are collecting my benefits and now my Xfinity account is up to ****** I think they have took my identity I want all my benefits they collected to go back to Xfinity I've never heard of this company Please help me they took my benefits since August 2023 in which should have went to Xfinity
Business response
02/27/2024
*** ************************* *** ********* ********* **** ** ********** ******** *******

To Whom it May ************** write in response to *** ******** complaint, dated February 23, 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 successfully reached her on February 23, 2024. ****************** expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. In the course of our conversation, she said she lost money due to his ACP benefit not being applied during the time period when she was enrolled with Maxsip. As a courtesy, we are in the process of issuing a $195 check to be sent to ***************** via mail, at *****************************************************, to reimburse her for losing her ACP benefit and to resolve 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.
As per Maxsip policies, all prospective customers are provided with comprehensive information about the nature of the Affordable Connectivity Program (ACP) and about Maxsip. Each customer must also 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 and we are further investigating the situation to prevent similar occurrences.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, ****** ****
Initial Complaint
02/20/2024
Complaint Type:
Customer Service 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.
This business connected me for lifeline. I get SSI. They won't let me change providers they told me Id have unlimited minutes. Next day my phone was off I called customer service they said I only get a thousand minutes and would not help me. They advertise free minutes which I had with them prior to this month all of a sudden I get a shut off from them I speak to customer service and get notified the affordable connectivity is running out I had to get lifeline than they pulled this. Their a scam company.
Business response
02/22/2024
*** ***************************** *** ********* ********* **** ** ********** ******** *** ****
To Whom it May ************** write in response to ********************** complaint, dated February 20, 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 February 22, 2024. In the course of our discussion, ********************** said he has run out of data and asked if we could give him additional data. As a courtesy, we added a top up to *** ********** account.
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. We are delighted to have ********************** as a valued Maxsip customer.
Should ********************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
02/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
December 15th I paid $15 to receive a tablet through ******************** powered by Maxsip telecom. I still have not received the item. Nobody will email me back. There is no telephone number to call. Have attempted multiple times to contact someone via email also through *********
Customer response
02/08/2024
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
01/31/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a lawyer customer for over a month I was automatically terminated from you guys on several occasions when my other provider would constantly disconnect my service once that happened my service date would start over I am requesting that someone from corporate office contact me as soon as possible pertaining to this matter
Business response
02/06/2024
*********************************
BBB Complaint #********
Date of Complaint: January 31, ****
To Whom it May ************** write in response to **************** complaint, dated January 31, ****. 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 February 5, ****. In the course of our discussion, ************** said he has run out of data and asked if we could give him additional data. As a courtesy, we added a top up to **************** account on February 6, ****.
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. We are delighted to have ************** as a valued Maxsip customer.
Should ************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Customer response
02/06/2024
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
01/31/2024
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 Address: ************************************************ Phone: ************** Stole my ID and my Affordable Connectivity Program benefit and used it to sell a phone and connect service illegally. The phone number that was activated was ************************************* Report Number *********
Business response
02/13/2024
*** ***** ***** *** ********* ********* **** ** ********** ******** ******

To Whom it May ************** write in response to *** ***** complaint, dated February 1, ****.After conducting a thorough investigation into *** ****** case, we appreciate the opportunity to provide you with the following information. *** ***** also filed a similar complaint with the FCC.
In response, 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 February 1, **** at 11:43 AM Left voicemail message
Called *** ***** on February 5, **** at 2:39 PM Left voicemail message
Called *** ***** on February 8, **** at 3:32 PM Left voicemail message
Emailed *** ***** on February 8, **** at 3:33 PM at ********************
Emailed *** ***** on February 12, **** at 4:05 PM at ********************
We hope that *** ***** concerns have been successfully addressed. We welcome the opportunity to discuss the matter further but have been unable to reach *** ************ 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.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, ****** ****
Initial Complaint
01/30/2024
Complaint Type:
Product 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.
My mother got the free government tablet and it hasn't worked since she got it. I called customer service and was told to text pictures of the tablet to ************* I do so on December 27th. When pictures were received I was suppose to get return label sent to my email. I never received and return label. I called again and they would not talk to me without my mother's consent (I don't live with my mother but I got her to give consent so I could speak on her behalf. I was told I would receive email with return label. Nothing again. I did this 5 times, everytime I had to go to my mothers and get consent even though she gave it several times already. The last call after getting consent yet again I got a ticket number (ticket number #***********) so I would not need to go thru this hassle again, and I was assured I would receive return label thru email. Nothing again after several day waiting. Called yet again to try to get this resolved, agent said they would not help unless I got mother's consent for the 6th time. Asked to speak to a supervisor and agent said do I want to wait for over an hour to speak to a supervisor I said yes and the agent hung up on me. And the agent would not even look into the ticket I had she just hung up.
Business response
02/08/2024
Re: ************************* on behalf of his mother ********
BBB Complaint #********
Date of Complaint: February 1, ****

To Whom it May ************** write in response to *** ******* complaint, dated February 1, ****. After conducting a thorough investigation into ****************' case, we appreciate the opportunity to provide you with the following information.
Upon review of his mothers enrollment record, **************** signed up to be a Maxsip customer on December 19, 2023. Following our receipt of the aforementioned complaint, we contacted **************** and reached her son on February 1, ****.
During our conversation, **************** mentioned that his mothers tablet was not working. He also stated that he had difficulty making progress with customer service, as they required *** ******* consent to access the account, and the pair do not live together. In response, we have arranged to send a new tablet to ****************. The device was sent via **** on February 7, ****, Tracking ID: Tracking number:**********************. An RMA label was included in the package so the defective tablet can be returned.

We are thrilled that *** ************** have been successfully addressed and that she is satisfied with the resolution of her complaint. We appreciate the opportunity to assist **************** to reach a resolution. We are delighted to have *** ******* mother as a valued Maxsip customer.
Should **************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, Yonina Wind
Initial Complaint
01/26/2024
Complaint Type:
Product 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 Saturday, January 20th, **** between 3-4 p.m., a free phone issued through Maxsip started forwarding all my calls to their office, where I was advised due to a system glitch my sim card was no longer working, and I needed to be issued a new one, I was given a tracking #, and told I would receive a new sim card by January 26th. I contacted the company and was told by a new agent that the request was only submitted as of 1/23/24, and I had to wait another ten days for delivery, I requested the tracking number of the shipping carrier and was told they couldn't provide one, because they have an internal shipping company, which still does not provide clarity as far as tracking. When I informed them I felt I was being misled, that I didn't believe a sim card was being issued, and that I was recording my call due to bad business practices, the Supervisor hung up the phone. I feel they are taking government funds and not providing services. I have tried to cancel my service with them since this encounter and continually had the phone call dropped.
Business response
02/08/2024
Re: ***********************
BBB Complaint #********
Date of Complaint: January 26, ****

To Whom it May ************** write in response to *** ****** complaint, dated January 26, ****. 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 November 29, 2023. Following our receipt of the aforementioned complaint, we contacted ************** numerous times and successfully reached her on February 8, ****.While, we were attempting to reach **************, we had our customer service department review her account. She said that there was an issue with her SIM card, which customer service resolved and ************** said she is able to utilize her device. In the course of our discussion, we confirmed with ************** that her issue has been resolved.
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. 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 you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, ****** ****
Initial Complaint
01/25/2024
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.
In March 2023, I enrolled with the *** phone service /internet program. It is offered through government low income services. I selected a company named *** ******** but they offered very little data. I responded to a Maxsip Telecom ad on social media, because they offered additional data. I did NOT know that I could not have two service providers, until over a month later, when my internet service was interrupted. In April 2023, I asked Maxsip to de-enroll me, since they had NOT provided me ANY internet service to date, although I had been a client for 6 weeks or so. They FAILED to send me the sim card needed to provide my data. 4 months and 22 phone calls later, They STILL had NOT de enrolled me, although they told me they had. *** and TRU Connect both verified that they had NOT de enrolled me. Finally, when I threatened to report them in late August 2023, they de enrolled me, only to RE ENROLL me WITHOUT my authorization, a few weeks later. Again, I threatened to report them, which I did and they de enrolled me. On December 7, 2023, Maxsip RE ENROLLED me AGAIN without my authorization. Each time they do this, I have to start the ENTIRE application process over and I am without internet for 3 weeks, while my application processes. I called Maxsip, after reporting them to the **** I told them to de enroll me and they assured me they did NOT enroll me on December 7. Once I told them that I reported them they changed their tune and apologized for RE ENROLLING me. On January 9, ****, Maxsip RE ENROLLED me AGAIN, constituting UNAUTHORIZED USE OF PERSONAL INFO (SOCIAL SECURITY NUMBER) and UNAUTHORIZED transfer of benefits and funds. Not to mention, LYING about it 3 times!
Business response
02/01/2024
Re: *****************************
BBB Complaint #********
Date of Complaint: January *******

To Whom it May ************** write in response to *** ******* complaint, dated January 25, ****. 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 February 1, ****. **************** expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. In the course of our conversation, she also said that she had lost time and money as a result of her enrollment. We are in the process of issuing a $100 payment to **************** via ***** to her daughter ******************* account at ************. We also informed **************** that we are looking into the agent who was responsible for the enrollment.
We appreciate the opportunity to work with *************** to reach a resolution and are glad to have resolved the issue to her satisfaction.
As per Maxsip policies, all prospective customers are provided with comprehensive information about the nature of the Affordable Connectivity Program (ACP) and about Maxsip. Each customer must also 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 and we are further investigating the situation to prevent similar occurrences.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, Yonina Wind
Customer response
02/06/2024
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:nswer Here]
Maxsip Telecom has NOT made equitable restitution for the unauthorized use of my personal information and transfer/misuse of my government issued benefits, which constitutes FRAUD. Over a period of 9 months, Maxsip REPEATEDLY violated FCC codes, as well as my consumer rights. In addition, I was forced to pay for private transportation to and from the public library, sometimes missing deadlines for pertinent responses, such as job interview invitations and other important meetings. This cost me well over the amount they tendered of $100. Also, I insist that Maxsip Telecom be fined and sanctioned for their egregious, unethical and unprofessional behavior.

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

Sincerely,

*****************************
Initial Complaint
01/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As of October,2022,,Maxsip has been periodically tranferring my afforable connectivity program benefit from Optimum to Maxsip,without my concent.When this happens I lose my benefit for at least two months.I have never contacted Maxsip for any reason, so they have no right to be using my personal information.This has to stop.Today Optimum has emailed me that once again my benefit has been tranferred without my knowledge or concent.This makes no sense I keep trying to explain to Optimum,why would i keep paying for my internet sevice at one address and tranfer my benifit to another address,what would be the benefit in that?Please help, as everytime my benefit gets tranfered I have to pay $60.00 extra for my internet service. Thank you.
Business response
02/07/2024
Re: ***************************
***************************
Date of Complaint: January 24,****

To Whom it May ************** write in response to ****************** complaint, dated January 24, ****. 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 ****************** numerous times and successfully reached her on February 7, ****. ****************** expressed that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. In the course of our conversation, she said she lost money due to her ACP benefit not being applied during the time period when she was enrolled with Maxsip. As a courtesy, we are in the process of issuing a $60 refund to be sent to ****************** via mail, at ******************************************************************, to reimburse her for losing her ACP benefit and to resolve any issues associated with her bill.
We are pleased to inform you that ************************************** 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.
As per Maxsip policies, all prospective customers are provided with comprehensive information about the nature of the Affordable Connectivity Program (ACP) and about Maxsip. Each customer must also 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 and we are further investigating the situation to prevent similar occurrences.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, Yonina Wind
Customer response
02/08/2024
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,

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

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