ComplaintsforWing Tel Inc.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My name is ******************************* and my two lines and account was canceled for no reason lines ending in ************ and line ending in ************ please email me back at *********************** claiming I was using a unauthorized debit card or credit card not true etc please reactive my two lines and account and give me a valid reason why my account and two lines was canceled for without giving me a link to read y'all rules etc.

  Customer response

  06/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Wing Tel Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  For several months Wingtel has been charging my zcrecit Card 62.19.I do not have Wingtel service.I have never had Wingtel service

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Wing Tel to alert them that a fraudlent charge was made on my account. While talking with their service agent I was upfront about this being an attempt to refund a charge made to my bank account that was fradulent. I do not live in ******** nor do I know anyone in ** and I had explained all this to this company. After over an hour in their chat with an agent again stating this was because fraud had happend and I wanted my money refunded to me. I was told that my name does not match the account that this charge was for and since I was not their account holder they could not do anything. They told me I had to of borrowed my debit card to their member in order for my account to be used. I told them they stole from me as I have never heard of them until I saw the charge on my checking account. I was told I was a liar and that they could not issue a refund. I let them know that the charge was made on April 22, 2024 in the amount of $242. I attempted several times to get them to issue a refund as my debit card number was used fraudlently with their company. I was told many times I was a liar and that if I truly had a case of fraud then my bank needed to issue the refund.

  Business response

  05/15/2024

  Hi ******,

  
  I understand how important it is for you to get the unrecognized charge refunded. I see that you contacted us on April 24 regarding this issue.

  
  We located the charge, but for privacy and security reasons, we asked if anyone you know might have used your card to verify the transaction. Since verification wasn't possible, we couldn't issue a refund or discuss account specifics.

  Given your insistence on a refund for the fraudulent charge, we recommended that you contact your bank to dispute it.
  If you can identify the account associated with Wing, please have the account holder contact us at *************************************** and we'll be happy to assist further.

  
  Best regards,
  ****

  Customer Experience Mananager

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/5 I left Wing Tel and requested a refund for their service. I successfully got the refund for the month of service I wouldnt use because I canceled. Today (4/2) they pulled the monthly fee out of my bank. I called and spoke with someone who put me on hold and now its been over an hour. I just want them to refund my money and stop taking out their monthly fee since I no longer use their service and left them a month ago

  Customer response

  04/03/2024

  Better Business Bureau:
  

  I heard back from the company and they issued a refund and supposedly I will not be billed anymore.  
  So we can cancel the complaint. 
  Thank you. 
  ***************************
  
  
  Sent from Yahoo Mail for iPhone

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On February 29th, Wing my mobile phone provider forced my phone to do an update on my service. After this update occurred my phone lost service completely. It had been hours with no cell phone service unless on WiFi. I was planing to leave for a solo cross country trip the following day and being without a working cell phone was not an option for my safety. I couldnt call customer service since my phone wasnt working. I went to the online chat on WiFi and had my sister call customer service from her phone. She waited on hold all afternoon totaling 4 hours and no one ever answered. My chat went unanswered for a total of 3 days before the app closed the chat unresolved. I then opened 5 more chats over the coming days which all went unanswered by ****. Due to this I was forced to go to go to another carrier ********** and move my service. But I still cannot get in contact with anyone at wing to release my phone number and let me officially cancel my service with them. I now have a bill due with Wing for the month of March but I havent been able to even access my phone so I should NOT have to pay that to release my line. This is by far the worst customer service and worst way to run a company I have ever seen in my life. How can you let customers go this long without service and refuse to help them?!? And now they wont reply to my chats or emails about trying to cancel so I cant get my phone number released. I was with wing for 7 years prior to this so this is extremely disappointing. Please please help me

  Business response

  03/22/2024

  Dear ********,

  Thank you for reaching out to us with your concerns. We acknowledge and value your feedback regarding your recent experience with our service.

  
  Upon reviewing your case, it appears that you encountered service interruptions following our migration. We understand the frustration this may have caused you. Regrettably, we cannot offer a refund for the unused portion of your service. As outlined in our terms of service, failure to activate the provided SIM card still incurs charges.

  
  We also observed that you agreed to pay the remaining balance to facilitate porting out your number. We apologize for any inconvenience this situation may have caused you.
  If you have any further questions or require assistance, please don't hesitate to let us know. We are here to help.

  
  Warm regards,

  *************************

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I absolutely should be refunded for the time I was unable to use my phone. You threatened to keep my number if I didnt pay which is why I felt I had no choice. You left me with no service for well over a week and it was h*** to finally cancel. It was impossible to cancel before my next billing cycle because there was no one to contact. How can you charge me for a phone I couldnt use? is that not theft? 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  04/01/2024

  Hello ********,

  
  Thank you for your patience and cooperation throughout this process, ensuring its resolution.

  
  I'm pleased to inform you that we have initiated a refund of $55.90, which should appear in your account within 3 - 5 business days. Should you require further assistance or have any other inquiries, please feel free to reach out to me.
  

  Best regards,
  **
  Senior Director, Customer Service

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  they give no services they charge my credit card without permission.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February Wing Alpha started a *****************. They have outsourced their technical support and are overwhelmed with troubleshooting and customers wanting to port their telephone numbers to new providers. I have been without telephone service for over a week and they continue to bill for a service that is unavailable. Further, they have failed to respond to requests to provide a working telephone number port pin number. My new provider cannot complete the port without this information. Wing Alpha support is understaffed, uninformed and overwhelmed, and closed every weekend. Ive also been told by the billing department that refunds are out of the question because these accounts are prepaid, regardless of whether they provide the service that you paid for.

  Business response

  03/22/2024

  Hello ****,

  
  Thank you for sharing your feedback with us. We recognize the challenges you faced with your service following the migration, leading you to request cancellation.

  
  Upon reviewing your contact history in our system, I can confirm that we promptly assisted you with your cancellation request and processed a refund for the unused portion of your service.
  Additionally, it's been noted that you confirmed with our customer support team that the issue has since been resolved.

  
  We sincerely apologize for any inconvenience this situation may have caused you. Should you require further assistance or have any other concerns, please feel free to reach out to me directly. I'm here to help.
  Thank you for your understanding and patience.

  
  Best regards,

  
  *************************
  Customer Experience Manager
  Wing

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Thursday Feb 29, 2024, I requested service from a new provider, and gave them the transfer account number and pin# to port out my number from the previous provider (Wing). The new service provider informed me that the Wing blocked the port out. I contacted Wing, and after waiting for an hour I finally got to talk to a Wing representative they told me that I have to tell the new service provider to cancel the port out request and try it again after 24 hours. I also tried cancelling the auto pay that was set up at wingalpha.com, but it didn't let me cancel the auto pay. I told the representative to please cancel the autopay because I am porting out the number and already requested service from the new provider. My number ended up being ported out successfully on Thursday Feb 29, 2024, and my service with the new provider is working since. I was shocked to get an email on March 2, 2024 from wing, stating "Thanks for your purchase with Wing"... Apparently, the representative never turned off auto pay, and I cannot turn off auto pay from my wingalpha.com account (when I tried to turn it off, an error message is displayed, Unable to disable autopay...). I was charged for the next month of service, even though my number was ported 5 days before the next month of service begins, and the auto pay is still on! If I would not have caught this, they would probably keep charging me forever!!!!

  Business response

  03/22/2024

  Hello *****,

  
  Thank you for reaching out and sharing your feedback with us. I understand your concern regarding ensuring that you receive a refund for the service following your cancellation.
  Upon checking our records, I can confirm that the refund was processed on March 7, 2024, and your card on file has been removed to prevent any future charges.

  
  We appreciate your understanding and patience throughout this process. If you have any further questions or need assistance, please feel free to let me know.

  
  Thank you for your time and for bringing this matter to our attention.

  
  Best regards,

  
  *****************
  Customer Experience Manager 
  Wing

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  Thank you for this, as without the BBB complaint nothing would have happened!!!

  
  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mom signed up for Wing like 4 years ago. She had the service about a year and a half, at which point they stopped supporting her model of phone and her number went dead. It was completely dead, as in you could call it and you'd get the "this number is no longer in service" message. So she called them and they lied to her about several things, but bottom line she kept her old phone and tried to cancel Wing, when she found out that they made it impossible to do so. She tried for weeks. Then, she was billed again. And again. Despite having NO SERVICE AND NO ACTIVE NUMBER. Their app refused to work and wouldn't allow her to cancel, and every month they'd charge her and if her card was declined they would charge the second card listed which was mine. I alone have been charged over 100 dollars over several months, my mom has been charged over **** for the past 2 years. This last month they charged her TWICE. They need their business license revoked and we need to think about lawyers.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had wing since December of 2019. We have 2 lines on the unlimited plus plan with a price of ****** every month. Our plans renew on the 7th of every month. Numerous times I have had to create technical tickets for intermittent slow/no data, call, text and mms issues since 2019 which I will attach proof of here with screenshots, chat conversations with the tech support and emails with tickets generated. Most of the times the issues were not resolved even though I've gotten emails stating issues were resolved. We have had these issues so much we know the troubleshooting steps by heart. In june 2023, I upgraded to the unlimited plus as it had a high GB cap ( 40gb) than the unlimited as stated by a rep. **** stated thats why we were having data issues because we were " out" of data on an unlimited plan. Our usage is usually under the cap every month and since I upgraded we haven't had any issues since june until now. As of Monday, November 20th 2023 we have no data again. We called to create a technical ticket to have it resolved. I have on recording stated by 2 seperate supervisors that our data was in fact throttled before we even hit our "cap" . He agreed it was unacceptable. He did send tickets to have our networks " refreshed" but then that caused one line to have no service intermittently for a brief time. We have in fact used 29 to ******************************************************************************* fact been throttled even though we pay for it every month. I did ask the supervisor yesterday to escalate issue to the home office as our data should not be throttled as he stated. We are in fact not getting the plan we pay for every month. No customer with ********************** is. We still had 27 days left in our cycle and have not hit any data cap to allow throttling.This is UNACCEPTABLE AND ITS DECEPTIVE PRACTICES AND UNFAIR TO PAYING CUSTOMERS.YOU THROTTLE EVERYONE FOR YOUR OWN MONETARY GAIN WINGS TERMS OF USE WAS CHANGED AS OF TODAY AFTER MY COMPLAINT

  Business response

  12/18/2023

  Dear *****,

   

  I'm ****, a Manager at Wing. Your concerns about data issues and the need to pay for a non-functional service have been brought to our attention.

  
  We have diligently attempted to address your concerns through various channels such as chat, email, and phone. Additionally, we have elevated the matter to our technical team to ensure a resolution and restore your service functionality.
  In acknowledgment of the inconvenience you've experienced, we have refunded two months' worth of services. I am pleased to inform you that your data issue has also been successfully resolved.

  
  I trust that this assistance has been beneficial. Should you require further assistance or have any additional concerns, please feel free to reach out.
  
  Best regards,
  
  *************************

   

*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. ↩