ComplaintsforEasy Wireless

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase of phone January 26, 2023. till now as the problem has not been resolved. Purchase price $81.39. Easy Wireless said I could return the phone up to 45 days or the Middle of March at the Easy Wireless store at 736 E 36th St North, Tulsa, OK 74106 where I purchased the phone and up to 60 days by Joseph the Manager at the Admiral store address 6912 E Admiral Place, Tulsa, OK 74115. I was told I had 45 to 60 days to return the phone, but when I tried to return the phone on March 13, 2023 which was before the end of the time I was told I could return it, I was then told I only had 7 days to return the phone. No one ever said anything about returning the phone in 7 days. I was told 45 to 60 days as I previously explained. No the business has not tried to resolve the problem. Account # ******* Sole ID: *** ****

  Business response

  04/05/2023

  To: Whom It May Concern
  RE: Ticket ********

  
  We have reviewed Account ******* for Ms. ******** *******, and have found that Ms. ******* did purchase a Motorola Moto G Play phone from Easy Wireless on 1/26/23. That phone was added to Ms. Klinger’s account that same day, and still remains on the account at this time. In order to receive a refund for the purchased device, a customer would need to return within the first 1-7 days to be refunded for the device. Anything after the 7 th day, would result in the customer trading-in their device and would receive credit for that returned device on their account, to apply towards a new device. Easy Wireless return policy does provide a 45 day warranty period for the phones, and a customer is
  able to return the phone as a trade-in for another device during that time. A copy of the Easy Wireless return policy is included here for reference. This return policy is located in all Easy Wireless store and tent locations, as well as
  included in the Easy Wireless Terms and Conditions. Ms. *******’s account was noted on 1/26/23 when the Motorola G Play was obtained. There are no other notes on the account until 3/14/23 about obtaining a refund for the device purchased on 1/26/23. Ms. ******* was informed by the customer service representative at that time that a refund was no longer available, as it is well over 7 days from the purchase date, and that refund is only available within the first 7 days of purchase. Due to Ms. *******’s long-standing account and good history with Easy Wireless - Easy Wireless is willing to offer a one-time courtesy refund for the Motorola Moto G Play (with **** **************** that was purchased on 1/26/23, even though it is outside of the refund time-frame. The phone would have to be damage free, and in proper working order, in order for the refund to be processed. Ms. ******* would need to bring the device into an Easy Wireless store location before the refund is processed. Ms. ******* would also need to have their BYOD device, or a different Easy Wireless device, added to the account in place of that Motorola. Easy Wireless does have devices that would be of no cost to Ms. *******, that can be provided to replace the Motorola G Play. The closest store location to the address we have on file for Ms. ******** ******* is located at: **** * ******* **** ****** *** *****.
  
  We have noted Ms. *******’s account with this info, so that any representative that assists Ms. ******* in the future will know about this refund approval and be able to assist appropriately once Ms. ******* is present at a store location to return the phone and obtain the refund.
  
  We have mailed out a copy of this letter to Ms. ******** *******, to the address listed on the complaint of:
  ******** *******
  **** * *** ** ****** ** *****
  
  Thank You,
  Arianna B******
  Assistant Operations Manager

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a government phone and I had a Galaxy 11. The batteries were dying in it and it would get hot. They were to change my battery but they replaced my whole phone. They gave me a downgraded phone that does not work. It won't even allow me to get on the internet. My other phone had all my pictures and contacts in them.

  Business response

  01/04/2023

  Business Response /* (1000, 13, 2022/12/12) */ This customer received a Samsung A11 on 6/16/22. This phone was charged at $100 but the customer received it for free using account credits. This phone was on his account from 6/16/22 - 9/28/22. 2. On 9/28/22 ****** ****** obtained a replacement, in a store, and the swap was processed by the company rep per Mr ******'s request. On 10/5/22 ****** ****** obtained another replacement, again in the store with a company rep. Both times (9/28 & 10/5) the customer received an Entry Level Device, which is free to the customer. There are NO notes on the account regarding the customer issue with the Samsung A11 back, nor are there any notes regarding any issues with a battery for any of the devices that have been on the account. There are also no tickets on the account to request anything be sent to the customer in the mail - like a replacement battery. If he reaches out to customer service, we can send a new battery to him. At this point, we have no way to locate the Samsung A11 that the customer replaced on 9/28/22. If the phone he has doesn't work to his liking he should contact customer service and discuss phone options, or go back to the store and purchase an upgraded device that is more to his liking.

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are experts at ripping off your data. I have an unlimited talk, text and data plan. I transferred my*****benefits to another carrier and these people have cut off my Wi-Fi. The *** plan helps pay for service, it does not dictate or change the original plan. When you call customer service, they are never helpful. Cannot talk with supervisor or get transferred to tech support. All that needs to be done is my account needs to be restored to the original specs. But they will do anything to keep from giving you data. I challenged their practices of throttling data, and they sent me long letters trying to justify their actions. There is no justification. They are just crooks. I am surprised that the *** has not come down on them yet. Your customers are not idiots. Your customer service reps are.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/12/01) */ The Federal**** program provides a $30 discount towards the service, to include the data, which allows the service to be free. The customer had a Lifeline Benefit and an**** benefit, allowing the company to provide unlimited talk, text, and data utilizing the stacked benefits of both programs. Once the**** benefit is moved to another company, rather than charging the customer for $30 for the same plan, the customer is moved to the free Lifeline only benefit, which provides less data. The customer should refer to the company website at ****************** to see the list of plans. Lifeline Plan,**** plans, and Combo ************ plans are listed on this website. The customer is currently on the Lifeline only plan, which includes 1000Talk/UnlimitedText/25mb. The can purchase data top ups or move to a non-free Lifeline plan that will give them more data for a fee. These are Federal programs heavily audited by the Federal Government and the company follows these rules when providing the service.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back story: I signed up for the free service about 1-2 months ago. 1st phone did not work. 2nd phone did not work. 3rd phone is ok (?). MAIN ISSUE: It took them over 2 weeks to mail me out a return label for the 1st phone. Here is the thing. The post worker wanted $3.54 for in order for them to deliver the return package to my address. I let Customer Service know what had happened. I had also let them know many times for the last 1-2 months that I have a Speech Disability. Customer Service wants me to call them, even tho I have a Speech Disability.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/06/24) */ A refund of the request amount has been mailed to the subscriber at the address on the account. We apologize to the customer for asking him to call customer service. At this time, our options for contact are: * live chat on our website at MyEasyWireless.com (monitored in real time during customer service hours of operation) *text (which is not monitored in real time) *email to Compliance@MyEasyWireless.com 9which is not monitored in real time) or *And lastly, a call to our customer service number. Consumer Response /* (2000, 7, 2022/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩