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December 27th I was approved for their service and I transferred carriers so my previous carrier shut off my service through them. I was told by airtalk Wireless that upon approval I would have my device within 7 to 10 business days. Nine days ago I received an email that stated a tracking number has been generated. My package still has yet to be handed over to the carrier I called and I was told that I have to keep in mind that this is a free phone. I don't care if it's free I don't care if I paid for it I qualify for the service and I want to use it! She showed me last Friday it would be shipped out of the warehouse that day well here we are sitting on Tuesday and UPS still doesn't have the package. Degnore support tickets until you threaten them with the FCC. They're talking about their holiday orders the holidays were over weeks ago. So other than them pretty much giving me backlash because my device was free that doesn't matter that was uncalled for. They're lying on their social media telling people that they'll have their stuff within 7 to 10 days knowing that they won't. And at the same time they're sending out people that's getting the free phones emails that state that they're shipment is on a temporary hold because they have to push out holiday orders first for the people who paid for them. If you've had my tracking number generated for 9 days I should have had my phone by now. Like I said my other company shut my service off when I transferred because they made me believe that within a week and a half I'd have my telephone upon approval. I have spoke to the lifeline and they have put this under investigation, and after they get so many complaints on them they're going to probably end up shutting them down. You see all over their social media where people are still waiting five six weeks for their devices. But I guarantee you in the meantime that they're still building the government that charge which that needs to be looked into too. Until you are actually using the service the government shouldn't be charged for it and I bet you that they are charging them. It's kind of hard to use your device once every 30 days if they haven't even shipped it out! The FCC doesn't do something about this I'm going to go over their head everybody's always got somebody to tie her up in them you just got to work to find them and that's what I will do for all of us that are experiencing problems with them I will be The advocate!
Desired outcome: I want my phone and my service shipped out to me!!
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I'm in same boat- did you ever get your phone because I haven't! Can't get ahold of them they won't respond to my emails I have no idea what to do
I got a tracking number on the 8th and they finally shipped it out a few days ago. I had to end up telling them that I am done playing I will be contacting the FCC if they don't get my service and device to me soon! Also you can call their number and talk to a person because nine times out of 10 they're not going to answer their support tickets. I tell you how I did it to get a hold of a live person on the telephone. You know to ask you to push one for English and then when the second part comes up with her ask you if you're a new customer or if you're existing customer press 2 for existing and then just type any ole number on and it'll say we don't recognize that number and it'll say please hold on we'll transfer you to an agent and then after that it'll say to continue press one and make sure you press one. That's how I always had to get through to them and even if you try to message them through Messenger they'll send you the same exact generic message every single time. So when you talk to somebody here's what I told him I mean you have your choice to tell him whatever you want but I'll tell you what I personally told them. I told them I said I spoke to someone at the lifeline program and I know that and your contract that you only have so long to get our devices and service to us it's contracted between you and the government. I want to know where my device in my services because this is getting ridiculous and if I can't get a straight answer on this phone call I will be calling them back and filing a complaint. The day after I told them that is when my phone was shipped out. The lady even went as far as to remind me that after all it is a free phone and free service, and I told her I said you know what that's highly uncalled for and a very unprofessional thing for you to say to me! I went on her social media page and told everybody and about them saying that to me and then after I did that they blocked me to where I can't make comments on her social media pages anymore but I don't care that was uncalled for. I told her I said yeah you're right I do get a free phone and free service thanks for reminding me because I don't know why I would ever do without your insight regarding that but I qualify for the free phone and the free service and me qualifying for it gives you this job to answer this telephone I said so where's my phone or am I going to have to have the FCC figure out for me where it's at. I hate to be like that with a company but they are one of these companies that you have to be like that with or you're not going to get anywhere with them. There's been people still waiting for 6 weeks or more for their stuff that's not fair that's not right! But like I said it's always your choice about how you want to handle them but I was just letting you know how I had to handle them.