Twigby
Reviews and Complaints

I purchased a *** G7 play phone from Twigby. I contacted Twigby & was told they will not unlock phone. I need to get the unlock code for the phone. purchased a *** G7 play from Twigby. I switched to a different carrier due to Twigby's coverage limitations in the area I moved to. I need the unlock code for the phone I purchased from Twigby. My account number is ***, phone 8***, IMEI *** / 30 , phone serial # ***. The email address on the account is h*** Please email the unlock code for my MOTO G7 play purchased from Twigby. Thank you

In December , I ordered and paid for a new phone to use on a Twigby phone account. The phone did not work properly (the user could not hear sound while talking on the phone unless it was in speaker mode), I requested and paid for a replacement phone and started the warranty return process for the defective phone. I wipe all info off the defective phone and reset it TWICE, but Twigby refuses to refund for the defective phone's price AND is charging ME an extra $15 for refusing to process the refund. So this situation, which I didn't ask for but was caused by a defective product, has not cost me more than $125.

Defective phone purchased with warranty, Twigby refusing to refund, exchange or repair or unlock. Purchased cell phone *** on 8/15 with 1 yr warranty. Late September, the SIM/SD tray which is made of very thin poorly manufactured plastic, it broke inside the phone making the phone unusable. I contacted Twigby several times, their response to pay them $31 to ship new phone that I will pay for and send them the old phone. I tried to reason for reasonable solution with several emails and chats with support without success. I can not repair the phone or use it with other company as it is locked. I asked Twigby to unlock the phone without success.

I purchased a *** phone from them. It came with a 30 day return guarantee, but Twigby refused to honor that guarantee. I purchased the phone March 13. I was told it came with a 30 day refund policy. After two weeks, the phone stopped working correctly. It would not accept my passcode, and customer service said they could not reset the passcode. They said they would not accept the phone for refund without being able to reset the phone, which they could not do because of the passcode. As far as I know I was using the correct passcode, but the phone was not accepting it. They threatened to charge me a $15 return fee if I sent the phone back without the passcode.

The company would not help me with lost mail packages when I ordered a phone from them. I ordered a new phone and was supposed to have received it yesterday. I need the phone for work. The tracking number showed that the item was going from one distribution center to another. It is still stuck in a Springfield, MA center and is not moving. I asked Twigby for help but they told me it was a *** problem. However, I CAN get a refund on *** if *** is late on delivery, but only if Twigby, which has the proof of mailing, initiates it. So I switched to *** needing a phone quickly. I was told by Twigby I could not port my numberno explanation given. So now I am stuck with no phone and I lost my old phone number. I also paid for express shipping that never came.

SIM card became no operational twice in 3 months. Sent phone back for replacement and my credit card was charged without authorization. SIM card became no operational twice in 3 months. Sent phone back for replacement and my credit card was charged without authorization. Phone was purchased Dec. 2019. First SIM card went bad in March . Second SIM card went bad in May which resulted in Twigby suggesting that I return the phone for replacement. Because I couldn't go without a phone I agreed to have a new phone sent to me (and to have my card charged for that new phone) with the understanding that the charge would be credited once they received the old phone. Well - it wasn't credited back. They kept the money and the phone (and I don't want the phone as I don't need two of them). The phone number on the account is (XXX) XXX-XXXX

Phone locked - just purchased it I have been with Twigby for 2 days. I purchased a phone with a warranty. I set the pattern unlock and it doesn't work today. I have health problems and no phone now... customer service tells me they can't help me and to call ... like most other complaints on here, the phone is locked and unable to be unlocked. I tried a hard reset and it still requests a pattern unlock. It seems to be a common problem with Twigby. I WAS happy with their customer service and I hope this is remedied right away.. I spent $150 on this phone and have no income at this time like everyone else. I was told that I have a 60 day warranty on this phone. I am now worried because I purposely saved all transcripts to my email from all 'chat' interactions that showed the 60 day warranty. It said they were saved but they aren't in my email inbox... is this a scam? I am worried.

I had service with Twigby and used my mother's card to pay my bill. a while later my mother forgot about it and noticed on her bill monthly charges from Twigby with a phone number of ***. she tried contacting Twigby, but Twigby's listed phone number is not in service. she asked the credit card company to contact Twigby, but they also were unable as Twigby's contact information is incorrect. So she cancelled her credit card and filed a chargeback for 4 charges from Twigby. Twigby disconnected my service. when i asked why, they said that it was a result of 4 chargebacks. i contacted my mother and she told me what happened. so i told her that they weren't fraudulent charges. she then reversed the chargebacks. However, Twigby refused to reconnect my service unless i paid a $120 fee. i explained that it was a result of them having incorrect contact information, and that their terms only allow a chargeback fee if the chargeback was made by the customer, but they still insist i pay.

Twigby did not prorate my final month of service when I ported out. My final month was 10 days. My Twigby account number is XXXXX. I ported my number to a new wireless carrier on 10/26 and was billed for my entire final month which started on 10/17. I reached out to customer service twice. The first was on 10/26 when I noticed the full bill and asked. Perhaps the first rep uses english as a second language, but it wasn't 100% clear to me that this was intended behavior. I told them I'd wait a few days and see if the refund shows up. Twigby is a prepaid carrier instead of a postpaid carrier, so it'd have to come as a credit. Today, on 10/28, I checked, and the credit still did not arrive, so I reached out to customer service again. They informed me that they only do refunds or partial refunds within 30 days. This is simply unacceptable. I'm no longer with the service. They're doing nothing for me for the remaining 20 days of the billing period. Why should they get money they haven't earned?

Returned the phone ASAP. No refund please advise Received phone MAY 27. sound was Very bad and phone was Too heavy. Saw reviews here and decided to cancel. Chat JUNE 2 with rude company & got the necessary RA # so I could mail back. Mailed back June 3 got email saying they got it back got email asking for reviews yet no refund. Here is what they wrote to me after I cancelled online on June 3: Please write the return authorization number (RA# XXXXX-XXXXXXXX) on the outside of the package you send. Once received, returns are typically processed within 5 business days. Also in same email "Once received, returns are typically processed within 3 business days. Upon request, Twigby will return a non-refundable phone for a $15 shipping fee. If components are damaged or missing upon Twigby's receipt of the phone, the following refund reductions will apply: 1.Battery: $20 -2.Charger: $15 3.USB Cable: $10- 4.Battery Door (if removable): $15- 5.SIM Card: $5-6.Packaging (box): $5 Today is June15, 2020 And only asking for reviews on their horrible service no refund. Are they waiting to see if I put a bad review before they refund? . Product was delivered to them as I have put tracking on the package.

Purchased phone from Twigby; when I ended service, the phone was locked and cannot be used with another service. I purchased a *** Galaxy 9 from Twigby on 10/11. The service was not good for business use, so I tried switching to *** The phone is now locked, and since Twigby uses *** it says, "Please contact *** to unlock your phone." and "Invalid SIM card". I contacted Twigby because I was not a *** customer and they told me that since I purchased the phone from Twigby, it may be unusable elsewhere, which was never clearly communicated. They said I should contact *** even though I was a Twigby, not *** customer. I contacted *** who had excellent customer service, and they found the account, which was linked to Twigby as a "postpaid account." They told me that Twigby needed to contact *** because it is Twigby who is responsible to request the device be unlocked. When I contacted Twigby, they would not take responsibility and said I needed to contact *** The customer service was snarky and disconnected the chat, making it impossible to document how horrible he was. I want others to know this is possible by using Twigby - buyer beware. This is a scam to set up the phone to not be used with other carriers.

Twigby knowingly sold a phone that could not be repaired anywhere in the US. Had I known it couldn't be repaired, I would have NEVER bought the phone. We purchased *** phone (4/14) from Twigby along with a new line. After receiving the phone, my son dropped the phone and the screen cracked. We have tried to get it repaired at numerous local shops--no luck. We called *** directly and they said it cannot be repaired in the US--and by the way, your warranty is void. Anyway, I've contacted Twigby 2 times via chat and 2x via email and they refuse to help me in any way. They say it is my fault for buying a phone that couldn't be repaired in the US. During one of the chats, the rep admitted (I can send you a copy of the transcript) that they knew it couldn't be repaired, but decided to sell it anyway. After the last chat session today, I told them I would issue a complaint with the ComplaintsBoard.com. Twigby should have notified during the purchase process that the phone could not be repaired. I am asking for a full refund of the phone purchase price of $88--which includes the phone and the case I purchased from Twigby. I like the phone service Twigby provides and would have provided them a 5 star review prior to this--but this phone issue is just silly.

I own my device, Twigby has it locked, I can't change providers. I can't close my account. I can't remove my credit card from the account. Twigby account number XXXXX. Pin *** My sons phone was purchased used online. It was paid in full at time of purchase. It was used on *** service along with 2 other devices. Approximately April I switched all 3 devices to Twigby service. I recently switched 2 devices to *** service. The third device, imei XXXXXXXXXXXXXXX, is locked and I'm not able to switch providers. I have tried several times to have Twigby unlock the device, they continue to deny that it is locked, even telling me that it's illegal for them to lock devices. I am no longer permitted to use the chat option for customer service because I leave negative feedback. I am now required to use email, and it takes days to get a response. No one has resolved my issue and I get different reasons as to why it is not locked. I've heard that it was bought from Twigby and they can't guarantee it will work with other providers, I did not purchase it from Twigby. Once I gave them the imei and was told it was active with another provider and I could switch to Twigby. I was told I'm trying to change to another sprint carrier so I have to deactivate the account before switching, I'm trying to change this phone to the same *** carrier that I have already switched the other 2 phones to. I want my device unlocked and my account closed before the end of the bill cycle on June 27.

The company said they sent the porting request on 9/15 about 7am. According to the representative, there was no response for the request over 24 hours. I tried to change cell phone services from Twigby to another provider. The company said they sent the porting request on 9/15 about 7am CST. According to the representative, there was no response for the request over 24 hours. Around 11 am CST, I contacted Twigby online customer services, they said the waiting time could be up to 4 hours. After 2 hours, around 1pm CST, I contacted Twigby online customer services again, this time they refused to give any information. On 9/16 around 3:30 CST I got in touch with Twigby online customer service, a different person told me the request was rejected on 7:16 am CST 9/15 because the address provided was wrong. I called the provider, they said Twigby did not notify them, in their system, there was simply no response from Twigby over 24 hours. I heard from the provider, there are regulations that require Twigby to respond within 24 hours. Since the provider did not get the response in their system, I think Twigby rejected the request without notification. And their online customer service representative, Dave, rudely refused to give any useful information. Twigby porting department does not have a direct contact number, only a voicemail option. There's no way to get hold of anyone. A new request from the provider was sent around 4:45pm CST on 9/16. I am still waiting for the response.

After assurances were made (before placing the order) that I could return the phone and cancel the account if I had any issues, they refused to do so. On June 26, I purchased a *** Mobile *** Black 8GB phone for $61 and purchased the $9.95/month plan from Twigby with the assurance that I could return the phone and plan for a full refund if necessary, as I was unsure if this was the right choice for me. I am an adjunct professor at a number of schools around the country, and for each one, I have a separate email address where I must provide a phone number in case students need to reach me. This has become a problem, as students are taking advantage and are calling me on my personal cell far too much and ignoring my personal time. I was hoping that a prepaid phone could resolve the issue by having a separate line that students could call. However, this phone is not sufficient, and I had requested a number with a specific area code for a specific reason (not important for ComplaintsBoard.com purposes, but it was important to me), and the request was ignored. Now I cannot use the phone or the number. I contacted Twigby, again because I had been assured I could easily return the phone and cancel the plan for a full refund. All I got was the run around. For an entire week, I have contacted them constantly, every day. I still do not have a simple return label to return the phone. I am sending the phone back on my own dime (not happy about this). The company has zero customer service contacts. It is impossible to reach a human being. The service is very low quality, and the representatives actually told me that, although they are a telecommunications company, they do not have phones and cannot call me. I find this outrageous and unacceptable. I hope some day very soon I will notice that this company is no longer in business. Folks, you get what you pay for. I got nothing.

Bought a phone from Twigby. Turns out, it's locked to ***, and no one has been able to help properly. Back in December , I joined Twigby and bought an *** Dynasty from them. My phone worked fine for what I needed it for. I did notice that, deep in the phone's settings/info, it said it was locked to a *** SIM card, something that surprised me. I knew Twigby piggybacked on ***'s towers to provide service, but nothing on Twigby's website had indicated they locked their phones. This wasn't a problem for a while, though, and I continued to use Twigby. Finally, in April, while overseas, I ended up canceling service because I was going to be out of the US for an extended period. I thought it would be simple to get my phone unlocked to use with a different carrier in the country I'm in. I was so wrong. I chatted with Twigby support and asked them to unlock my phone. They said that they couldn't and that I would have to contact the carrier. Even though I had bought the phone from them! I proceeded to contact *** chat support, who confirmed that my phone was locked but said it was connected with a *** (prepaid?) account, and said that I would have to contact ***. I called *** and the representative there was unable to help. I contacted *** chat support again, finally getting connected with a supervisor, who was unable to do anything but suggested that Twigby might have sold me a faulty/fraudulent phone and that she had seen this kind of thing before (not necessarily with Twigby). I went back to Twigby and the chat guy said that maybe just putting in another carrier's SIM would unlock it. I finally purchased a *** SIM to test this idea out. It doesn't work. I've been dragged in circles multiple times throughout this entire thing, each company passing my problem off to someone else who proceeds to pass me off to someone else. I hate to be a ***, but I really need my phone unlocked. It's ridiculous that nobody can solve the problem.