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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company refused to refund my balance as their service is no longer working to call my country. I tried to fix all the things they suggested vy email communication. They failed to call and resolve the issue.I have used their service for the last 3 years calling my family in *****, but now it does not work anymore as the calls going out from their system to ***** do not meet the required terms as the message says when calling this country.
Business response
09/25/2024
Dear customer,
We sincerely regret hearing about the difficulties you encountered with our service and appreciate your patience as we address the matter.
After conducting a thorough review of your case, our team has identified a potential solution to the issue. To ensure everything is resolved to your satisfaction, one of our dedicated representatives will reach out to you shortly to provide personalized assistance and guide you through the necessary steps.
Your satisfaction is our top priority, and we are committed to resolving this as swiftly as possible. Thank you for bringing this to our attention.
******* *********
Communication Manager
Initial Complaint
12/20/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
Recharge.com denied my ***** purchace. Then still charged my credit card ***** and change.Business response
12/27/2023
Dear *****,
We apologize for any inconvenience you may have encountered.
Regrettably, the Recharge.com site mentioned is not under our business
operations. Additionally, after searching our database, we were unable
to locate your account using the provided contact details. Kindly direct
your request to the company responsible for Recharge.com.*********************************
KeepCalling dba MobileRecharge.com
Customer response
12/27/2023
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.
Sincerely,
*************************Initial Complaint
11/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received this and additional emails stating that I've opened an account adding funds to a phone in *************** Dear ********,Thank you for your order at MobileRecharge.com.We tried to call you at , but unfortunately, we couldn't reach you. Therefore, please provide us a phone number where we can contact you so we can verify your account.Please update the billing address in your account so it matches the billing address registered to the Card or PayPal account that you used for this purchase.It is our policy to verify each customer in order to protect us and our clients from internet fraud.As soon as we can confirm this order with you by phone, it will be processed and you will be able to use the service.Drop us a line if you need further assistance with this inquiry.For any other inquiries, check out our *********** at:*************************************************** States: ************** ******: ************** **************: **************** *********: ************** *****: ************** ******: *************** *****: **************** Sincerely,*************************** MobileRecharge.com SupportBusiness response
11/16/2023
Hi ********!
Thank you for your message. Unfortunately, it appears that your information was used to make purchases on our website and you received the email you referenced in our attempt to verify those transactions.
The account has been suspended since and your information will not be used again on our side. We recommend to check and secure your accounts and information so that this will not happen with other businesses as well.
We apologize for any inconvenience encountered.
Initial Complaint
05/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I called from my mobile ******* number and the call gets connected for less than 2 seconds and then the callers voice becomes non audiable. this is happening again and again. I have called several times and the money is getting deducted for every call. This is wasting my call money. Are you able to fix it or replay my money back. Keep callaing can check call logs to verify my claim.Business response
05/09/2023
Dear customer,
If you are using the App to make calls through our service, please keep in mind that the quality of the calls relies on your internet connection and device settings as well. Also, it is recommended that you have the Caller ID set, in order to experience better call quality.
Alternatively, you can call with a local access number available for your location. This way, you will be using our own connection and not the internet. If the issue persists after trying these recommendations, don't hesitate to reach our Customer Support Team for further assistance.Initial Complaint
02/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
An unauthorized transaction occurred on my credit card through this company, I contacted them immediately after it occurred providing them with the last four digits of my credit card number, my full name, and the exact date and time the transaction occurred. They refused to reverse the transaction even though the transaction has yet to clear, I was contacted by a company representative over the phone who told me to go ahead and report the issue with you all because she does not care.Business response
03/02/2023
Dear customer,
We are very sorry for the inconvenience!
Based on our records we can see that you emailed us reporting an unauthorized translation on his card. However, since you only provided the last 4 digits of the card (and not the rest of the info requested), our Customer Support agent was unable to locate the account. Moreover, since the tone used wasn't polite and you refused to provide any other info, our agent asked you to contact your bank directly.Please note that the order was not successful, it was only a failed attempt, the order is now void and should disappear from your bank statement in 2-5 business days.
We apologize for the inconvenience and we appreciate your understanding.
*********************************
Communication Manager
Customer response
03/03/2023
Complaint: 19493273
I am rejecting this response because:
I called and fixed the issue with another representative, the tone I used was me reciprocating the tone of your employee. I did not place that order and you refused to remove the transaction and it was able to be found without me ever giving you all of the information you requested so I know that you do not know what you are doing while running a business. I requested the ip address of the failed attempt but I was not given that, I am attempting to file charges and seek legal action against this individual but I cannot do that without an ip address which you all state is tracked with every visit to your website. I suggest you all be a little more apologetic to people who's cards are stolen on your system and realize they do not want to be talking to you because you are a scam, I reject your response because you did not fix the problem.
Sincerely,
*********************************Business response
03/07/2023
Dear ********,
We were able to locate the account that used your card on our website, here is the information you requested:
Name in the account: ***************************
Phone Number: **********
Email: ****************
Address: 405 ***********, ***********, **
Zip: 08002
IP address: 185.199.102.155
The number they sent the Mobile Recharge to was: ************ in ***************
Please, if there's anything else we can do for you, let ** know.
We appreciate your business!
*********************************Communication Manager
Customer response
03/08/2023
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.
Sincerely,
*********************************Initial Complaint
01/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am so dam angry at this obviously corrupt company that as hiding a criminal. I have traveled the world but only seem to have issues in Hispanic countries. Not even there a month and they try and cheat me when giving change and using my credit card Details attachedBusiness response
01/10/2023
Dear customer,
We apologize for the inconvenience!
We checked our records and we can see that the credit card holder emailed us to report unauthorized charges on 01/02.
We were able to locate the transaction and informed the credit card owner what measures we took: we cancelled the order and blocked the account on our side. We have also tried to contact the owner by phone, but both numbers provided were unavailable.
We received an email asking for the details of the person that placed the order, and we responded by asking for a valid phone number where we can reach her, so we can further discuss the issue.
We consider, for security reasons, that sensitive information is not to be shared via email. That is why we wanted to reach the owner of the credit card by phone. Additionally, the info on the account may not even be valid, as fraudsters do not necessarily use their real name or email address (as she could see with the other merchant).
We are more than willing to cooperate, however, we also need to take into account basic security checks.Customer response
01/10/2023
Complaint: 18691812
I am rejecting this response because: these people are liars because now one has called me nor did I get a response from them that they wanted to speak by phone. In fact when I asked for the full name, address and phone numbers to who was trying to use my cards they stopped answering my emails. I also do not show anything on my WhatsApp number ************ or ****** Voice Number ************** that they called me not did they provide their number. I am in *******. So I am asking that they send you proof of these phone calls and emails with the dates and times as I emailed them several times asking why they refused to respond. After January 4th and my request they disappeared so show me proof they called both numbers and emailed me back
Sincerely,
*************************Business response
01/17/2023
We are sorry you feel this way, and we do sympathize with your situation.
You do have the entire email thread where you were informed about our call attempts, and we do not appreciate the unprofessional responses nor the claims against our company.
Our understanding is that this matter has already been notified to the proper authorities, and as such, it will be attended accordingly.Customer response
01/17/2023
Complaint: 18691812
I am rejecting this response because: I could care less what your don't appreciate as these people are liars because I never received anything after they said they took care of it. If they did they would show the complete thread here. Its makes me feel that they are a part of this scam and trying to cover up something. So again I am asking for the name, address and phone number if the person that tried to use my card at your business. If not I will contact the ******* police. Do not close this complaints until I get an answer
Sincerely,
*************************Initial Complaint
09/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Some one used my credit card number at this company without my permission. Which now is a inconvenient for me because I now have to get a new card.Business response
09/07/2022
Dear customer,
We apologize for the inconvenience. Based on our records your card was fraudulently used to place the $10 order on our website.
We can see the charge is already disputed with your bank, so we will have to wait for the complaint to be finalized.
We can assure you we took extra security measures so that this remote incident does not happen again.
Thank you for your undertanding,
KeepCalling
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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