ComplaintsforHTH Communications, LLC

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up for government sponsored ACP Lifeline phone service. My application was approved on December 9th 2023 for a tablet and phone. They advertise shipment of the product in 7 to 10 business days. 11 business days have now passed, there is absolutely no possible way to speak to customer service again via live agent chat or through the 1800 number and they will no respond to emails and miriads of other people with the same problem. I am not even able to contact them to cancel my order if I wanted to sign up with a different provider... I can't believe the government wouldn't be concerned about this issue. I feel that this company should be disallowed from offering anything associated with ACP or Lifeline.

  Business response

  01/08/2024

  AirTalk Wireless acknowledges and deeply regrets any inconvenience caused to Mr. **** due to the shipping process. We would like to confirm that Mr. ****'s package was dispatched on the 22nd of December, with the tracking number

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-14-2023, I order an Iphone 7 and phone service from Airtalk. I did not receive anything until 2 weeks later. They sent a much cheaper phone that works very slow and not the Iphone 7 as agreed. This cheap phone does not work and I keep getting emails saying my phone service will be disconnected because of inactivity. I have called customer service several times and have had no results. I would like a working Iphone 7 please. This has really impacted my life.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For phone number 914-280-****, they sent me a defective SIM card late July. Since then, I have called more than 8 times and with multiple emails. Talked to more than 10 people including reps and tech supports. Every time, they asked me the same question and requested me updating the APN setting and promised the SIM card was fixed but nothing worked. Instead, the support and management team have not been replying my emails. The SIM card is defective but they refused to resolve the issue by sending me a replacement. This case has been lingering for a month without a solution. I have been relying on the phone service to contact my health providers. I really appreciate your kind help to get a replacement SIM card timely and refund me the lost month cost. Thank you!

• Initial Complaint

  03/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went through airtalk wireless to provide a cell phone with the acp program. These people were promoting a free phone along with a $10 tablet like most of these government phone programs do. I ended up paying $32.79 on January 30th for an upgraded phone and service along with the $10 tablet. These people took the $10 and added it to the cost of the phone without even acknowledging it was for the tablet. I received the phone and no tablet for which I reached out to customer support. They told me it was a technical issue and would be sending out the tablet. After waiting almost 2 weeks I reached out again being told the same thing. I contacted them again this morning to which the customer support agent Owen said I needed to be patient for the technical problem to get resolved. After questioning why this is still not being fixed and no activity at all is happening, the csr flat out told me their wasn’t going to be any tablet. They did mention refunding me the $10 but I don’t want the money back. I want the tablet I paid for, that they advertised and that I could have gotten through the handful of other companies running this same program. It honestly seems they were just going to take my $10 and hope I didn’t raise the issue about the tablet because they never planned on sending it out: I need this tablet for finding work and other tasks in my life. Any help in making the company held accountable for doing exactly what their advertisement states and sending out a tablet would be most helpful

  Business response

  11/16/2023

  AirTalk Wireless regrets hearing about the dissatisfaction expressed by Mr. ******** concerning a tablet purchased with AirTalk Wireless. Upon concluding our investigation Mr. ******** was not eligible under the ACP $100 discount credit program to receive a tablet and therefor was provided with a refund.

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  Firstly, the letter you sent doesn't really make sense. If I'm enrolled in the ACP program, which I still am through your company Air talk, then that means I would also be allowed to buy the discounted tablet. I was told this by the people who work for your company when I signed up. This is also why I paid the extra $10 for the tablet at that time. 

  Besides not getting the tablet, you people never refunded the $10 I initially paid for the tablet. I think it's absolutely ridiculous you people have stated 2 blatant lies when all you had to do was send the tablet I paid for and that your company still promotes in marketing as doing. It's been almost a year now waiting for something I should have received within the first few weeks of signing up
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business response

  01/02/2024

  AirTalk Wireless regrets hearing about the dissatisfaction expressed by Mr. ******** concerning a tablet purchased with AirTalk Wireless. Upon concluding our investigation Mr. ******** was not eligible under the ACP $100 discount credit program to receive a tablet and therefor was provided with a refund. We have also reached out to Mr. ******** to verify if he received the refund as our accounting department confirmed it was completed on 12/18/23.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yesterday February 16, we discovered that Airvoice had dropped the auto pay for my phone service, not sure why and I didn't receive any messages warning me that I was going to lose service. So we are trying to get ahold of them via their 888-944-2355 customer service number, to acquire a transfer PIN to change to another provider, but all attempts to call were 1 1/2 hours on hold and still no response. I can't figure it out because I've called them before and had fairly good and fast customer service, not sure what is going on??

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am Airvoice Wireless customer for 12 years.Iam on Auto Pay and had accumulated more than $200 in airtime. On September 4, 2022 my phone stopped working. Since customer service is closed on Sundays, I called on September 6, 2022 and was on hold almost two hours. The rep told me, THEIR computer broke down and they could not use Auto Pay and my accumulated money is gone. To have a working phone, I charged $10 for one month of service. I tried to email them with the problem and got different reps answering me. They asked me about evidence for the more than $200 in airtime. Since their old website crashed too, I have no evidence! The problem is still not solved!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩