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Sometime before July of 2019 enTouch took over my Lifeline service from Budget Mobile. Budget Mobile was fine, but shortly after I had major problems with enTouch, which are ongoing.
The major problem is that they often shut off my phone service without warning almost monthly, and sometimes up to 5 months straight. It's almost like a regularly schedule occurrence. I go to use my phone and can't reach my party, getting instead a recording telling me ‘Please hold while we connect you to a customer service representative'. I'm then told my account is ‘active', but all my minutes are at ‘0'. I'm asked if I want to ‘top up' my card, and if I want to speak to a representative, it often takes 1-1 - 1/2 hours of waiting, sometimes getting booted off the ‘queue' several times.
The first time this happened, I tried to ‘top up' but their directory of locations is very poorly updated, and I couldn't ‘top up' regardless. Customer service online responds the next day. They say their server or system can't handle the volume of minute reloads each month for their customers, and the phone accounts accidently get shut down. There is an apology, and after 3-5 days I can use my phone again.
But the problem often keeps occurring. The first was in July of 2019, with a string of 5 months straight of shut-offs. I've complained to enTouch maybe half a dozen times, always getting an explanation of what happened and why it happened, and then an apology. I even complained about them to my own State's A.G. office, who investigated. enTouch's written response was similar - explain what was happening and why it did.
It seems like solving this problem long-term doesn't occur to them, or maybe they're not able to or don't want to. This happened a few times in the Fall, once in February of this year, and on Friday, March 19.
Other complaints I had about them is that it was hard getting a replacement phone through them that would fit their requirements, and their directory of payment locations was years out of date. I took the bus to one location to top-up with MoneyGram, and got nowhere. The other location I tried had changed hands years ago previously.
My phone has been shut off for over 5 days now.
Desired outcome: What I want from them is to SOLVE THE PROBLEM long-term instead of the chain of shut offs, responses of explaining what happened, why it happened, apologizing, but then not fixing the problem so it keeps occurring.
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same here... happens ever single month.. after a couple of calls to customer service they flagged my number and disconnect me as soon as it tells me that my account is active... my phone has been off this time for three weeks... switching to qlink... i've had enough of entouch...
have had the same problem - entouch is worthless - it says verizon network - verizon must be really bad if their customers have this bad of a connection.
My entouch service has been interrupted almost weekly for months now, usually on Friday which means I have no phone service for at least four days. I have learned I can file a complaint with the FCC and have done so. Will follow up with the result.
If have been with them since 2014 without issue, until Nov. of 2020. And like you I get shut off monthly without warning. But unlike you, I never get a reason when asked or an apology. I've been shut off now for over a week and can not get anyone on the phone. I just please try again later and disconnected, I'm done. Metro isn't that much, even though I'm suppose to be on lifeline, it is not a lifeline when I can't use the damn thing.
Entouch wireless shuts down customer's services for days every week without notice. They falsely advertise free international calls to 7 countries. I can tell you that this is a fraud. No international calling is allowed on their Entouch phone. Their technical support acknowledged that NONE of their customer can make international calls. But they still put the false advertisement on its website. Beware!
Same story with me. They keep shutting down my service on Friday and it stays off for days. Looks like it's an un-Ameican operation, probably has to do with the corrupted government official, who covers their buddies for a kick back. Let's file a class action lawsuit!
Same here. They show down my service on Fridays, and it satys off for days. Looks like this is an un-American corrupt operation. Let's file a lawsuit.
Yes a class action lawsuit
June 6, 2022
Jeannine of USA
I have the same problem with my service. This company needs to be shut down or under new management. My phone has been off since May 29, 2022. The recoding puts you on hold, but no one comes on, 611 does not work either. can someone investigate this company?
This issue with my phone has started up again off and on I was having the same issues. My phone just shut off on May 29, 2022 and I talk to someone about this problem on May 31, 2022. My service was suppose to on the next day. Called recording for a week that states were closed. Now it just saying please hold and a agent will be with you shortly, no one comes on. 611 does the same or just disconnects. This company needs to be investigated. It should be under new management. Please help need phone service!
Thank You!
It’s lower specialty lifeline company with un respect customer support with wireless service starting from the very very bad customer service representative until even the wireless service, i was asking to cancel my online application i was made in wrong way to chose them and they give hard time without any assistance until I switch with different better company I don’t know why the lifeline government agency still corporate it with them with all people complain I don’t know if they make annual reviews for each wireless company to see if the people like it or not.
Junk junk junk junk junk!
After sitting on hold for over half hour, my to call was "dropped" again. Like they have flagged my number at customer service or something. I have not been able to get through to them since that initial CSR that couldn't do his job hung up on me. I'm filling a complaint with the FCC because now I can't get out of this stupid company so I can sign up for different service.