Re: Complaint against Phone Carrier’s
AT&T Mobility
5565 Glenridge Connector,
Atlanta, GA 30342
Account # 436054722615 closed Nov.29, 10
(415) 640-9653 Line closed Nov.29, 10 new number obtained from T-Mobile
(415) 987-2213 ported number over to Pure TalkUSA Nov. 28, 10

Pure TalkUSA
Telrite Corporation
PO Box 2207
Covington, GA 30015
(877) 820-7873
Account #211100002848
(415) 987-2213 requested number to be ported over to T-Mobile on Dec. 10, 11, 12 2010
Line shows as being ported out & disconnected as of DEC. 11, 10
T-Mobile unable to Port number, since ATT won’t release phone line

To Whom It may Concern,

I am writing this letter to register a formal complaint against the AT&T and Pure Talk USA an AT&T affiliate.

I recently closed my ATT account and ported my number over to Pure TalkUSA. Puretalk was unable or unwilling to activate my SIM card, stating I had a bad SIM. After waiting 9 days for another SIM card. In which I never received, I ported my number to T-Mobile. It has been 3 weeks that I have been trying to get my number ported and a line activated with Puretalk and now T-Mobile to no avail as Pure TalkUSA and AT&T are being uncooperative with T-Mobile with the porting request.

Three request was sent to Pure TalkUSA by T-Mobile to have my number ported when I was finally informed that ATT will not release my phone number until Monday 12 PM Dec. 13, 10.

My biggest mistake was to move over to Pure TalkUSA since they are a vendor of ATT they have also been part of the unwarranted harassment and denying me of phone service.
It's very apparent that ATT has a saying of who Pure TalkUSA should be allowed to give phone service too as Pure TalkUSA has been less than candid. They along with ATT have never sent out the SIM cards to get my phone working. Also Pure TalkUSA telling me a lie that I can't use my daughters SIM card as once it is deactivated, the SIM card is dead is a big fat lie. After waiting 3 weeks with no phone service from leaving ATT for Puretalk and never getting my ported number activated due to lack of a SIM card. I also choose to leave Puretalk. Now I can't get my number ported over to T-Mobile from Pure Talk USA. 3 separate request where sent from T-Mobile before finally getting a straight forward answer that ATT will not release my number for reasons they would not disclose. But it’s very apparent because I choose to close my account. Below is a time-line.

11/20 My ATT Phone SIM card was damaged

11/20 Called ATT customer service for SIM card replacement, told that I am on a old plan, using old network and out of contract. I was asked if I wanted to upgrade to a new plan. I told them no, I was happy with the old plan. I was told I would need to go to any ATT store to a get new SIM card.

11/20 Called Stonestown ATT store San Francisco, told that yes they have the Sim card in stock and there is no charge and I can come pick one up.

11/20 Went to store & was told they couldn't give me a SIM card since I was on a old plan and I needed to upgrade my plan. I told them that I wasn't going to upgrade or buy a new contract and I will take my business elsewhere. Salesman asked, "where you where that one that called earlier?" My response was yes and you told me that you had the Sim cards in stock. He said he couldn't give me a SIM card because I am on a old plan on older 2G network. That I will have to call ATT service and they could mail me one out. If I wanted my phone to work today, I will have to upgrade my plan. I told him "no", I won't let you put a gun to my head to get my phone working. He said will then you can go port you number over to any carrier if you like with a big attitude.

11/20 Went back home, called back ATT to request replacement SIM card, and told them about my displeasure of them sending me to the store to pick up a SIM card. When it was apparent they sent me there to sell me a new contract. I was told they would expedite mailing me a replacement SIM card and I should receive in 2 days

11/28 after 1 week and never receiving the replacement SIM card I took my line to Pure Talk USA and added a second line to my daughters account (#211100002848) with Pure TalkUSA /Telrite Communication an affiliate 3rd party vendor of ATT. My number was ported over from ATT to Pure TalkUSA.

11/29 After my number was confirmed being ported over from ATT to Puretalk. I called to close the ATT account which had 2 phone lines. My decision to close that account was due to their unprofessional, strong arm sales tactics and harassment towards me for not buying a new contract and never sending a replacement SIM card.
When speaking with the customer service agent. She pleaded with me to stay with ATT as they have better plans than we were paying before. I told her in principle I would never stay with them. With my recent experience, being lied too and sent to a store with them knowing that they would not give me a replacement SIM card and their only intention was only to send me there to upgrade to a new plan. I told her since they never sent out a replacement SIM card, I was left with no option but to close the account. I was told that I could get a new plan today and would have phone service. After about 20 minutes of hearing from the customer service agent trying to have me stay with ATT and upgrade my plan, she finally closed the account.

11/29 My line was ported over to Pure Talk USA. They could not activate my SIM card I received from them, I got a SIM error. It was determined by customer service that my SIM they sent me was bad and they will have to send me a new SIM card. I told them since I needed my phone number for work and for emergency situations, since I am a Police Officer that it was crucial in in event of an emergency, therefore I would need my existing phone number. I asked the customer service if he could deactvate my daughters line with Pure Talk and I will use her SIM card on my number and when I get the new SIM card I will use it on her phone. He said yes he can do that. He told me it was done and called back me back on the number to verify that my phone number was transferred to my daughters SIM card. Having belived my number was ported and activated, I tried to use the phone and it wouldn't work. I get no service. I called back and the same customer service "Bernard" said oh I'm sorry I tried calling you back to tell you I couldn't transfer your number to my daughter's SIM card because once we deactivate her SIM card it's no longer any good, therefore the SIM is dead. I having prior knowledge knew this was not true. You can deactivate/activate a SIM card to any number. I couldn't get them to switch my daughters SIM to my line so Bernard said he will send another one out.

12/6 Still haven't received SIM card, I called Pure Talk USA and was told they have no way of tracking the order but will put a note to expedite the order. Waiting 8 days for SIM card when first class mail from Georgia is only 2 days.

12/8 Still haven't received SIM card, I called Pure Talk to complain. After being on hold for half hour. I was abruptly disconnected. I sent a email contact letter to Pure TalkUSA, See letter sent below.
I have been on hold trying to reach a customer service agent over a half hour and I constantly get disconnected while I am on hold.
I order a second line. The first Sim card you sent was not working. I am still waiting for a second Sim card, I have been waiting almost 2 weeks to get my phone activated. This has been a big inconvenient since I ported my number over and now left with no phone service for two weeks. I asked the first customer service agent to please expedite and he told me he would try. It's very apparent that it is not of importance to your company that you want to work with customers within reasons. If you cannot resolve my issues I would like a refund for the second line I added, since I have been paying for services that I cannot and have not used at this time since I have no SIM card. If you give me back my refund I will have the number ported over to a new carrier if you feel that my business is of unimportance to the success of your company. A 44 cent stamp and first class mail takes only 3 days. It's coming on 2 weeks. I will follow this complaint with the Better Business Bureau if you wish to ignore my request any longer.

12/10 Open an account with T-Mobile and ported my number from Pure TalkUSA over and told it would take up to 24 hours.

12/11 Tried calling my number. Before when number was ported over to Pure TalkUSA from ATT, when calling it would go straight to a message that voice mail has not been set up. Now it would answer saying number is not reachable. I assumed that PureTalk released the number over to T-Mobile since it was no longer going into a voice mail not set up.

12/11 I called T-Mobile, after being on hold for 15 minutes, I was told that the department that handles the porting with Pure TalkUSA is closed on the weekend and I will have to call back on Monday.

12/11 I called back Puretalk, spoke with Customer Service Dellano.He told me that he will take care of it and may take a day or two. I told him that, FCC regulation require you to port over the number within the 24 hours and the request was submitted on Friday (Dec. 10, 10) He said O.K. he will try and take care of it today and assured me that I would not lose my number.

12/11 I checked the status of my Pure TalkUSA account online. After speaking with the customer service Dellano, my account showed that my number was ported out and the line was showing as being disconnected as of Dec 11 2010 4:44PM.

12/11 I called T-Mobile again and spoke with Customer service Erica in the moving number over, existing request department (877) 789-3106. I explained to her the situation I was having. On the Pure TalkUSA side of my account, it shows that my number was ported out and that line has been disconnected. She said she would send another request to Pure Talk and cancel my original they sent out 12/10. Erica placed me on hold and later came back told me that she copy and pasted the number I was porting over and apparently when she pasted it pasted the 3 prefix number wrong. This is highly unlikely. Therefore the confusion of why my number wasn’t porting. To end our conversation Erica told me that now that she has the correct number she will work on it and would call me back to let me know the status. I gave her two phone numbers to call me at and she never returned a call.

12/12 After receiving no call back and my ported number still not working. I called T-Mobile.I spoke with Tyra L. #450568. She was the only person through out this process that has been candid and straight forward. Tyra sent out a third request to Pure TalkUSA to port my number. She called Pure TalkUSA and they informed her that ATT will not release the line until Monday 12pm Eastern Time. I asked her what the reasoning for not releasing my line. She told me that Pure TalkUSA didn't know and that it was ATT decision and I will have to call back at 12 PM Monday to port my number over
Overall throughout this process at every step I have been harassed denying me of phone service and have had no phone service coming up on 3 weeks. I am writing this letter have the parties responsible held accountable, terminated, company's fined for these unwarranted tactics of harassment because I choose to terminate my account due to there poor customer service and bullying tactics.
Your assistance in this matter is much appreciated, if you have any questions or concerns. Please feel free to contact me via email or phone as I have taken this matter to be serious and will pursue all avenues to see that consumers are protected from these types of harassment and bullying tactics.