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I have been receiving ACP services through Straight Talk for over a year and half. In September, I realized my phone service was disconnected. I figured that the program had ended. I continued to pay $45 for service until December when I finally received email from Straight Talk stating that I will need to contact there ACP department so that my service is not interrupted.
I realized that I still was eligible for the program and contacted them. They claimed after 2 hours, 1 hang up, and 4 customer service reps that I was eligible for service and informed me while on phone how to complete application. I did so with rep and was approved and given 30 days of service without $15 fee. I asked rep if I would have to contact them every month to pay, and she said "no" that it would be autopay. January comes and of course wake up to phone being disconnected. I contact ACP department and give them reference number I was provided when signing up the previous month. I am told this number is no longer valid and I will have to reapply and call them back with approval in 3 days. I explained that I previously did not have to do this, and rep was not hearing me. Continued to read off of her script. When asked to speak with manager I was denied. I was given a 72 hr courtesy service. I contacted them back within 72 hours to pay copay for month and was told issue was not rectified and that was going to have to pay $10 for 7 days of service. I asked to speak to manager bc at this time I had paid $15 with no resolution and 2 weeks left to go in month. I was denied manager. I waited 7 days and contacted Straight Talk after my phone was once again disconnected and I lost over $100 due to having an un working cell phone and utilizing it for work.
The rep i spoke with said that she did see help ticket and it wasnt gotten to yet. I would have to wait another week and call back. Only way to reinstate service was to pay $10 for another 7 days. I asked for the third time to speak to supervisor and was denied. Once again rep was reading off of script and
Desired outcome: Money reimbursed that I paid for this month and $15 ACP fee waived for this month
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Hi, Tessa Wukusick . This is Sara from Straight Talk Wireless. We sincerely regret that you had a negative experience with our customer service. It's not really the way we want to serve you. Our goal is to provide excellent service to all of our clients, and we recognize that there is always room for improvement. Please give us another chance to fully assess your situation and assist you. We assure you that we will conduct all necessary research to resolve this issue. Kindly contact us via this chat link https://www.straighttalk.com/support/contact or call us at [protected]. We're open Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also text the word HELP to 611611. As per our interest in serving you better, we are continuously working on improving our procedures, products, and overall services.
My comment is also about the ACP program and being ripped off both by money an discounted paid phone service, straight out lies,false tickets an ticket numbers, lying technicians, lying ACP operators an support teams. Straighttalk service sucks but they have perfect scripts for lies,runarounds,taking your money and always understanding how us,the customer,feels an sorry for our inconvience, I've been approved many times,made to wait for phone service cause app#wasnt attached to my # even tho techs with ALL my escalation tickets have said its attached,help set up an help finish initial setup of attached enroll# to attached account and number, only to find out ,more lies, another discounted phone,another not attached or another ,I need to re-enroll or I need benefit transfer, more tech tickets made, more wait 24-48 hrs, more no phone ,and last but not least more money I need to handover to a billion dollar company that can't get it together and silence the roosters and chickens in the background so maybe the tech can hear an understand a customers complaint instead of the CROW going on or CROW there trying to feed you. I'm a cancer patient an my phone is life to me an straightalk controls my life,my finances, an at times my medical cause I have been forced several times to pay for service I shouldn't have to pay for, or the medicine I need, with no way to contact Drs. And living in rural hit or miss phone service my providers an service is limited . every month I worry about the unknown I'll face this month with straight talk an what they will want,say,lie,demand,hangup,400ppl,later will cost me, but hey ! They understand an are sorry for any inconvience caused and will cause you more today an next month.. would think the goverment would regulate an oversee programs as such because if I'm paying for a program I was approved for thru both places,government an straightalk, how would the government really know I'm still having to pay my full phone bill an then paying straightalk for what shows as enrolled and serviced with a provider. I think it would make double dipping easier to a company who has detailed scripts on how to lie an take cusumers money.. Just food for thought tho! I'm just 1 person but if theres 1 there is many! That equals a lot of collect money we don't owe but straighttalk got! Complaints,reports,emails don't work either so I'm ready to also file a class action suit an have been handing over every piece of evidence I've experienced with straightalk for the last year and half,from my medical hardship they have infringed on me to actually removing there network from my phone after auto renew took 70$ off my card for that months service, 30minutes later in the middle of a call my phone shut off,unable to connect to a network, cost me several sims cards,70$ service I couldn't use, another new phone an I just bought the one I had an a lot more documented,provable evidence I have gathered all the way up the toadeum pole, because everbody has a boss! An from California to Florida I've spoken to a lot of them just to help build my case an collect my dues! My Justifiable,OWED to ME DUES! Class action anybody? I'm all in!
I am ABSOLUTELY on board with a class action against straight talk. I have suffered through all the same actions and theft and lies by them. They refuse to answer any questions.
I have been a very supportive and longtime customer of straight talk 4 half years. I have recommended and also been very high spoken of the service they have. I live in a rural part of East Tenn. An fortunately straight talk is the only service I able to get. I was a EBB CUSTOMER BEFORE IT BECAME ACP and my service has always been with straight talk. I have always renewed my service agreement on time however on Feb 09 2023 my service was disconnected saying I never renewed it. Wrong I did. Then I called CS to find out what was going on 3 times and was hung up on all 3 times the 4th and 5th call I requested a supervisor an was told "I'm a supervisor and I can help you" only to be hung up on yet again both times. The 6th call I spoke to a female foreign accent support agent who called me a liar, argued with me for 36 min then told me I had to call back tomorrow. They were now closed. The next day at 8:43 am est time I made a call #7 and choose to have a call back due to high call volume that call was never return nor was call #8, #9 & #10. Call #11 I did finally get to speak to a live support staff who told me they needed to transfer my call to the ACP dept. After transfer I was told I needed to reapply and my phone service would be place back exactly as it was. So the agent did a walk through reapply with me. The next day I have 0 phone service so call # 12 was made this time I spoke to a guy who was very eager to help after explaining the details he walk me through reapplying again. And promised my service would be placed back as I was told both verbally and electronically (see attachment photo) by this time it was closing time again and was disconnected . Day #4 & Call #13 I speak to someone else who said I was approved (attachment #2) and my service was restored but only with 10gb data which was not my original package nor what I was told I would stay at for being a customer see attachment #4 needless to say here it is now March 16, my service is still messed up a total of 38 days 2 new phone number changes and 59 phone calls later my service is still not correct nor am I receiving 2gb data speed or the unlimited as I was told.. I feel I need to go ahead file a complaint with the FCC plus file a lawsuit against straight talk since the matter has only gotten worse rather then better
I’ve been a straight talk customer for years. No issues till now….
I added data to my wife’s phone and it did not take. They got their money but I still have not got the data. After over a hour and 3 different agents I finally told them they did not know what they were doing. So, I went tether my wife’s phone to my hot spot and it was gone. In its place was “ set up a personal hot spot”. I followed the steps I was prompted and ended up being charged over $40.00 for a dating site subscription. I called straight talk customer service back several times and got hung up on when I gave them my phone number. After several hours I finally got someone to put my hot spot back on. But during that period of time calling straight talk, they would make my phone drop cell towers and I could only make sos calls. To over come that problem I would have to remove my sim and power cycle my phone. So for my troubles of telling straight talk my wife’s data refill didn’t work I get a dating site subscription and rude attendants. I’m thinking this might be against the law. I don’t know… we will see I guess.
I am in also.it has been nothing but a nightmare with straight talk. I gave Bern charged triple fir my service . I get shut off at least once a week n no way to contact them on my phone when they shut me off. Can't even n make a 911 call when they shut me off for no reason. Bills paid . Count me in on any lawsuit you file plz