Report: #1037088

Complaint Review: Reachout Wireless, Nexus Communications

  • Submitted: Fri, March 22, 2013
  • Updated: Mon, April 07, 2014
  • Reported By: Melvin — Boulevard California
  • Reachout Wireless, Nexus Communications

    Columbus, Ohio
    United States of America

Reachout Wireless, Nexus Communications These idiots sent my "free phone" to the wrong zip code. Now they want $15 to ship it again. Columbus, Ohio

*Consumer Comment: Yeah right!

*Author of original report: Reachout "Obamaphone" update.

*Consumer Comment: I hear you Buddy!

*UPDATE Employee: ReachOut Wireless Customer Compliance

Show customers why they should trust your business over your competitors...

I live in California, so we don't get free Federal Lifeline cell phone service like most other states do. We have to pay Reachout $2.50 or $5 for our minutes. The initial signing up went deceptively easy. I got a nice lady speaking American English. She took my details and said Reachout would be contacting the California Lifeline Administrator who determines whether you qualify for the lifeline discount. She said I should expect an application form from the Lifeline Administrator in about 10 days. All that happened. I applied and was approved. When I got my approval I called Reachout to find out when they would be shipping my phone to me. That's when I entered CALL CENTER HELL. They didn't believe I was who I said I was, even though I provided my name, address, and the TWO confirmation numbers they had given me when I enrolled. After and hour of being repeatedly put on hold, the idiot confirmed my identity and told me that I had been approved and the phone had already been shipped. He gave a Fedex tracking number. I patiently checked Fedex website each day tracking the progress of my phone. Then I discovered that Reachout had shipped the phone to the wrong zip code. The phone was being returned to sender. After several hours of phone calls and holding over the last month I was finally informed that it was my fault that I had given them the wrong zip code and I would have to pay $15 to have the phone re-shipped to the correct zip code, despite the fact that (as I yelled at them repeatedly) Reachout had given the Lifeline Administrator my correct address and that official had been able to mail two letter to me. If I had given Reachout the wrong zip code--I would never have gotten the forms from the Lifeline Administrator. The issue of $15 is now allegedly with Reachout Dispute Resolution center, I've been told they would contact me in 72 hours, but that's the second time they's told me that--I'm still waiting. I read a rebuttal comment by an a**hole salesman for Reachout who claimed that they do a really good job and that most American companies use Indian call centers.  The difference is that Reachout and Nexus are using our tax money provided to them by the Federal Lifeline program to subsidize call centers in India. That should be illegal. If it isn't I plan to contact my congressman to see about how Reachout is getting away with sending my tax money to India.
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This report was posted on Ripoff Report on 03/22/2013 12:30 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Yeah right!

AUTHOR: upset - ()

I'm online with your chat service right now and it's been over an hour - no one's responded to my request! This was after being on hold for almost half an hour trying to address concerns my ss# may have been fraudently used by someone else!! I'm at work, I can't hold that long! I love it when companies say 'we would love to work with you to address this situation' and then never pick up the friggin line wither via chat or phone!

Tell the truth - you don't really mean that, business as usual. Totally disgusted that a tax payer subsidied service for poor people has been hyjacked by some scandalous for-profit company. You all ought to be ashamed of yourselves.

Upset in Oh

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#2 Author of original report

Reachout "Obamaphone" update.

AUTHOR: Melvin - ()

Reachout eventually got a cell phone to me after messing around for two months and attempting to charge me for their mistake of sending it to wrong address. However, when the phone arrived although it was apparently a new phone, it came without any user manuals or instructions. It was just a phone and a charger rattling around in a box without protective packaging. The phone worked when I first received it, but when I called to get a phone number in my area code (they had given me a number in an area code 300 miles away from me) the phone would not reprogram to the new number, despite another hour on the phone to Reachout's tech support. The call center worker, whom I'm sure was located in Manila, in the Phillipines, because of his Tagalog accent instructed me to return the phone to Ohio. I did return it and I'm still waiting for a phone from these characters.

Reachout Mobile is really just a front for Nexus Communications, Inc., of Columbus, Ohio. They will not provide a street address for you, but I discovered that if anybody has an issue with this company you can find their real business address and phone numbers by going to the website of the Ohio Public Utilities Commission. The Commission has filed some kind of complaint or lawsuit against Nexus. I have no idea what the basis of that lawsuit is, so I won't characterize it in any way.

These Lifeline cell-phones have recently gotten some bad press and have been called "Obamaphones." That's extremely inaccurate. The Lifeline program was first put in place by President Reagan about 1985, for land lines. It was changed to include cell-phones by George W. Bush in 2004. So they're really Reagan/Bush phones. The money for this program doesn't come from taxes. It comes from a special fund that is supported by a tiny fee that we all pay on our regular phone bills. Something I'm mad about, and everybody else should be as well, is that companies like Reachout can offer "free" cell phones to seniors and poor people and make a profit on the $9.95 per month they get from the Lifeline program. That tells you what you should actually be paying for cell-phone service.
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#3 Consumer Comment

I hear you Buddy!

AUTHOR: SaginawRocker - ()

I have been with this company for well over a year. I have been trying to log in to my account for almost a month and not able to because when i click on the login button, a white box pops out. The white box says the customer portal is undergoing maintenance and please try again later. Later?? I have been trying for almost a month!! I needed to get into my account to search for a phone number! I sold some things on E-bay and spoke with the buy via my cell phone regarding shipping questions etc. Now, because I was not able to get back in touch via phone with the buyer, my E-bay account has been flagged basically for shoddy selling and I received a bad review! I have called and called this crappy place asking for updates as to when the customer portal will be back up. I have left offline messages via chat as that seems to be for the most part the only way to try and get answers, right?...Wrong! I have done live chat! I have emailed customer support per instrucxtions on their website...even called 3 times and spoke to someone...NOBODY has any idea when this customer portal will be up...NOBODY!! No answers via phone call or live chat, no answers to my offline messages or email. And worst of all??....they ask for a valid email address when you sign up! No customer has ever been alerted that this customer portal was even undergoing any maintenance. you find out when you try and log in to your account. Something needs to be done!! I filed a complaint with the BBB and the FCC and my State of Michigan Attorney generals office. I suggest maybe people should do the same.
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#4 UPDATE Employee

ReachOut Wireless Customer Compliance

AUTHOR: ReachOut Feedback - ()

Mr. Melvin,

First, please allow us to apologize for your inconvenience and negative experience. If you are still interested in working with us to solve your issue, you can contact our customer service and complaint resolution department directly at We would like to work with you to make sure you receive satisfactory service.

Thank you,

Reachout Wireless Customer Compliance
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