ComplaintsforMaxsip Telecom Corporation

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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,

***************************
Initial Complaint
01/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Maxsip Telecom employed local "Street Vendors" to solicit door to door in Efforts to Deceive Lifeline Consumers to Enroll for ********************Subsidized ACP Services from them. Maxsip Telecom, "Street Vendors" deployed such misleading and deceptive tactics such as they only need the :Consumer's" information as a receipt for receiving a free product "Cellphone" or "Tablet" not required to utilize the **** Program" for the "Consumer" will receive "Free Internet" and metion the wireless provider being a **************************** than stating that "Maxsip Telecom" will be the ********* Service Provider" using their free promotional product "Cellphone" or "Tablet" especially commuting identity theft in Switching wireless services companies to Maxsip Telecom ACP program by informing ACP of this illegal and fraudulent manner. This occurred on January 19, **** infact I had even refused the tablet l. Furthermore, I had never given permission for authentication to this employee to open an ACP program Account with *******************************************. I had informed her that I'm happy with Xfinity and returned this promotional Tablet to this employee
Business response
02/05/2024
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 ****************** and successfully reached him on February 1, ****. ****************** expressed that he did not want to be a Maxsip customer and preferred to have his phone service with a different provider. In the course of our conversation, he said he lost money due to his ACP benefit not being applied during the time period when he was enrolled with Maxsip. As a courtesy, we are in the process of issuing a $47.97 refund to be sent to ***************** via mail, at ****************************************************************, to reimburse him for losing her ACP benefit and to resolve any issues associated with his bill.
We are pleased to inform you that ********************* concerns have been successfully addressed, and he has expressed his satisfaction with the resolution of his 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 his 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, ****** ****
Customer response
02/05/2024
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 will be resolved once I have actually received said check in the amount of $47.97 as agreed.

Sincerely,

*************************
Initial Complaint
01/23/2024
Complaint Type:
Billing 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 company used my information to create an account to collect my *** discount. I found this out because my current internet subscriber, ********, said I was kicked off of the *** discount on January 8th because MaxSip was using my information for a discount. I have never heard of MaxSip and whoever signed me up for an account with them did so fraudulently. I called *** to report this and got a new account number. I called ******************** and told them to cancel whatever fraudulent account was created using my information. I am still waiting for the account to be cancelled. I called ******** to re-sign me up for the *** discount with them when MaxSip finishes the cancellation. What a day! Please call me if you need further information. When I spoke with MaxSip on the phone they said someone came in person to them to sign up with my information for an account. I have no idea who would have done this or why. Please investigate this, and MaxSip. They sounded very fishy when I was on the phone with them. I have a feeling THEY used my information to sign up for a fraudulent account to collect my *** discount. Thank you so much for your help.
Business response
02/01/2024
Re: *********************
BBB Complaint #********
Date of Complaint: January 23, ****

To Whom it May ************** write in response to ************** complaint, dated January 23, ****. 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 January 25, ****. ************ 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 $30 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 *************** 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
01/22/2024
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.
Hello, I am a customer with HughesNet for internet service. I am also ACP verified as eligible for benefits. I received an email from HughesNet stating my service is set to be cancelled because I transferred my service to Maxsip Telecom Corporation. I did not do this, and I want to remain with HughesNet. I had no idea this company hijacked my account. Please help. My account with HughesNet is #SAN ************* This company is unscrupulous and sneaky, taking advantage of lower income citizens. I have never heard of this company, but yet they stole my ACP benefit without my knowledge, authorization or permission.
Business response
02/12/2024
To Whom it May ******************** write in response to *** ******* complaint, dated February 5, ****. 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 *** (therefore, we had been trying to contact **************** before this complaint was filed).
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 January 25, **** at 5:58 PM Left voicemail message
Called **************** on February 1, **** at 1:13 PM Left voicemail message
Called **************** on February 5, **** at 11:45 AM Left voicemail message
Emailed **************** on February 5, **** at 11:48 AM at ******************
Emailed **************** on February 8, **** at 3:35 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 *****************
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.
Should you have any questions or concerns you can contact me at ************ or *********************************** or ****************************************.

Best, ****** ****
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or about 12/20/2023, Maxsip Telecom contacted my current Internet provider, ****************************************************** Company and completed an ACP ( affordable connectivity Program) benefit transfer without my knowledge or consent. I have never heard of this company Maxsip Telecom, nor did I request any services from them, nor did I ***** them permission do make this change. I now have over a $100 Internet bill because they stole my benefit and I want them to refund it. I received no service(s) from Maxsip Telecom, nor any products. They just stole my ACP benefit. They do claim to have cancelled my account with them.
Business response
01/18/2024
To Whom it May ******************** write in response to *** ****** complaint, dated January 10, ****. 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 January 12, ****. ************** 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 in the interim, she had lost money due to her ACP discount not being applied during the brief period when she was enrolled with Maxsip. We are in the process of issuing a $60 refund to be sent to ************** to her residential address at North *******************************************************************, to reimburse her for any inconvenience related to temporarily losing her ACP benefit/issues she had with her bill. 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
01/23/2024
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:

MaxSIP Telecom has not honored their promise of a refund to me and they seem to be blocking my return to my original internet provider.
B to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
01/26/2024
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. I did finally receive the check from Maxsip Telecom.
My internet provider has told me they've finally been able to restore my original service.
Thank you for your support and assistance.

Sincerely,

***********************
Initial Complaint
01/03/2024
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.
Good afternoon My auntie got a *** card from this Company and I tried to use the *** card to get unlimited Wi-Fi for my phone to call but when I tried to to use the *** card it wouldn't let me use it. It says "Network locked *** card inserted" And I need help on this and please contact me on Email because I check regularly there.
Business response
01/09/2024
Re: ************************* (on behalf of his aunt)
BBB Complaint #********
Date of Complaint: January 3,****
To Whom it May ************** write in response to **************** complaint, dated January 3, ****. After conducting a thorough investigation into ****************** case, we appreciate the opportunity to provide you with the following information.
We attempted to contact ************** several times for further clarification about the nature of his complaint,however we were not able to reach him. Specifically, Maxsip has tried contacting ************** by phone and email, as outlined below:
Called ************** on January 3, **** at 2:02 PM Phone disconnected/no longer in service ******** message)
Emailed ************** on January 3, **** at 2:18 PM at **************************
Called ************** on January 4, **** at 4:53 PM Phone disconnected/no longer in service ******** message)
Emailed ************** on January 4, **** at 4:53 PM at **************************
Called ************** on January 5, **** at 1:40 PM Phone disconnected/no longer in service ******** message)
Emailed ************** on January 5, **** at 1:42 PM at **************************
Called ************** on January 9, **** at 1:32 PM Phone disconnected/no longer in service ******** message)
Emailed ************** on January 9, **** at 1:33 PM at **************************
According to his complaint, he filed on behalf of his aunt. Should ********************** us with her name, we can look up her account, investigate the issue further, and help to resolve the complaint. We welcome the opportunity to discuss the matter further but have been unable to reach ***************
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.
Should ************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
01/02/2024
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.
I applied for the free internet service paid a copay of ***** and was qualified for but did not receive the package. When I called to inquire I was told that I applied three times which is not true. I asked for a refund and was told they could not refund my money
Business response
01/09/2024
To Whom it May ************** write in response to ************ complaint, dated January 2, ****. 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 January 4, ****. In the course of our discussion, ************ brought up her recent interaction with Maxsip customer service regarding her device. She had a frustrating experience awaiting a device that never came. In response to her complaint and our conversation, we arranged to send a new tablet to ************ at her residential address. A device was sent via ***** Tracking # **********************.We reached out to ************ on January 9, **** and ************ let us know that she received her device. She was satisfied with our response and resolution. We also issued a $30 refund to ************.
We appreciate the opportunity to assist ************ to reach a resolution. 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
01/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/23/23, I went online to find out about the free phone service. All his information was given and received a tracking number for phone with account number. On 11/28/23, I called back to let them know that he had not received his phone and they gave me **** tracking# ********* also at this time I was told that the phone would be $20 but I told them that price never came up and that everything including emails from them said free,On 12/19 /23, I called back to find out why the phone had not been received and again another tracking number for *** given ******************.On 1/2/24, I called to let them know that he never received a phone and that I think they are getting disabled people information and doing illegal activities. They get people information and never receive anything from them. Although it is a business, I think they might be charging the government for services never provided.
Business response
01/03/2024
*** *********************** *** ****** ** *** *** ******************************
BBB Complaint #********
Date of Complaint: January 2,****
To Whom it May ************** write in response to *** ***** complaint, dated January 2, ****. 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 behalf of her son on November *******. Following our receipt of the aforementioned complaint, we contacted ************ and reached her on January 2, ****.
In the course of our discussion, ************ brought up her recent interaction with Maxsip customer service regarding her son ********************** device. She had a frustrating experience awaiting a device that never came. In response to her complaint and our conversation, we arranged to send a new phone to ************ for her son at their residential address. A shipping label was created today, January 3, ****. The tracking information on this will be via **** # **** **** **** **** **** 25. We reached out to relay this information and let ************ know a shipping label was created for her sons device. She was satisfied with our response and resolution.
We appreciate the opportunity to assist ************ to reach a resolution. We are delighted to have her son as a Maxsip customer and hope he enjoys his phone.
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.
Should ************ need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
01/02/2024
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.
I ordered a tablet from this company maxsip telecom for ***** special for aarp special member price and it's been over a month and never received the tablet i called them they said it would come in 5 days which never did I want my tablet or my money back
Business response
01/16/2024
Re: ***************************
BBB Complaint #********
Date of Complaint: January 2,****
To Whom it May ************** write in response to *** ********* complaint, dated January 2, ****. 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, as outlined below:
Called ******************** on January 2, **** at 12:05 PM Left Voicemail message
Called ******************** on January 4, **** at 5:02 PM Left Voicemail message
Called ******************** on January 9, **** at 1:51 PM Left Voicemail message
Emailed ******************** on January 9, **** at 2:23 PM and email bounced back
Called ******************** on January 11, **** at 2:22 PM Left Voicemail message
Emailed ******************** on January 11, **** at 2:24 PM and email bounced back
Called ******************** on January 16, **** at 11:53 AM Left Voicemail message
Per her complaint with the BBB, ******************** mentioned that she ordered a tablet from Maxsip for a special AARP member price and did not receive a tablet. According to our records, ******************** had already used her one-time device benefit through the **** We can send out a SIM card, a refund, or work together to find a resolution to her complaint but have been unable to reach ********************. We hope that ************************ concerns have been successfully addressed. We welcome the opportunity to discuss the matter further but have been unable to reach ********************. We hope that she will be satisfied with the resolution of her complaint.
Should ******************** need additional assistance, we can be reached at ************ or *********************************** or ****************************************.
Best, ****** ****
Initial Complaint
12/27/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a letter to get a free cell phone and service for ******** recipients in 6/2023. I applied for Lifeline and was told that the service was already being used by someone from Maxsip. I called Maxsip and was told someone is using my name and was receiving the service for a I-pad. I informed them that I never ordered a I-pad and that i wanted to get my free cell phone and mobile service. Maxsip several weeks later sent me a Android cell phone with a sim card that did not fit in the phone. Then several weeks later Maxsip sent me a sim card that ******* but only provided the internet but no mobile phone service. It has been over six months and I still have not receive the free phone service. Your help in this matter would be greatly appreciated.
Business response
01/02/2024

To Whom it May ************** write in response to ************** complaint, dated December 27, 2023. 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 ************** several times via telephone unsuccessfully and were able to reach her on January 2,2024. ************** expressed to us that she did not want to be a Maxsip customer and preferred to have her phone service with a different provider. We subsequently de-enrolled ************** as a Maxsip customer.
We are pleased to inform you that ************** concerns have been successfully addressed. 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 *****************************************
Customer response
01/08/2024
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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