Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to contact a company to assist with getting access to my account so I can continue to have phone services with them but their IVR explains what I can do to resolve my issue and then hangs up.I have been attempting to contact them via their chat system as well which I do get answers on but it's hours later and then they close it, don't email me about a agent finally getting to me(I have checked my spam folder as well as junk and promotional emails) and have told me to call them instead to verify who I am.

  Business Response

  Date: 03/14/2025

  Hello,

  We sincerely apologize for the inconvenience you have faced. After looking through your account, it seems like you have been assisted already and all your concerns have been resolved. Should you have any other questions, feel free to email us at ************************************************************

  Thank  you!

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23057023
  
  I am rejecting this response because:

  I am still having issues processing a payment with them and also I keep getting told to try different things that don't seem to work 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/22/2025

  Hello,

  We attempted to email the consumer on 03/25, however no response was received. We also attempted to call the consumer but no response was found, a voicemail was left. It is unclear what the issue they are facing is, as their account looks active and there is usage on the account. If they can reply to our email we can go ahead and help them out immediately. 

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had gotten a tablet and it needs to be replaced that all I'm asking for..

  Business Response

  Date: 11/04/2024

  Hello,

  We have reached out to the consumer via email. Once we receive the information needed, a replacement device will be shipped out. 

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am on the lifeline service through the ********************************** had advised" UNLIMITED" INTERNET DATA, TALK & TEXT so that's what service I signed up for but since the day i started using their service I've been experiencing some issues with my ************* because for some unknown reason my ************* kept getting cut off starting from the 3rd day of using their service & been happening past few months the 3rd day of the month i get cut off my internet saying i' ve run outta internet i dont know how when I have unlimited Internet

  Business Response

  Date: 07/05/2024

  Hello,

  We hope this message finds you well. Our records indicate that you previously had two accounts with **********************, both of which were disconnected on different occasions: one on January 1, 2024, and the other on April 2, 2024. 
  
  Currently, the *** program is paused and has not been renewed by Congress, so we are unable to offer free monthly service at this time. However, Unity Wireless now provides monthly plans starting as low as $15. 
  
  If you are interested in applying, please visit our website for more information.

  Customer Answer

  Date: 07/19/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a government phone and number through them. Suddenly they shut the phone off and I call and they had a phone number that still WORKS with all my personal information that isn't my number. They claimed it was shut off but it still works when I call and text it. I think someone there stole my information and shut my phone off and used it to get themselves a phone.

  Business Response

  Date: 04/16/2024

  Hello,

  We are currently facing some challenges with the national verifier. As a result, we're temporarily unable to process your account back into **********************.
  
  We are actively working to resolve this issue and will promptly notify you once everything is back to normal. We appreciate your understanding and patience during this time.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21530543
  
  I am rejecting this response because: I returned a iPad that was broken and told they would send another one. I want the iPad regardless 
  
  Sincerely,
  
  Lacey Free

  Business Response

  Date: 05/14/2024

  
  

  We have tried to email Ms. **** via email a few times, however it keeps coming back because her inbox is full. All accounts with ********************** under the name " Lacey ****" are currently inactive due to her being transferred out to a different provider. However, we did find another account with the same email address on file, as well as home address, under the name " *************************."  We can not move forward with sending a new tablet because the defective one was never returned to our facility even though we have sent a return label via email, and have also shipped one out physically to the address on file. We have contacted Ms. **** once more via email and are awaiting her response

  Customer Answer

  Date: 05/20/2024

  I will be uploading the tracking information from *** for the returned iPad. My address is a MAILING address for ******'s iPad and they know that. I returned their iPad as soon as I received their return label. They are such liars...they have a different story now that I was transferred out but before they said their national verifier wasn't working. My email is full and I can't get it to work no matter what but they have my phone number and I've called them several times. They are straight up lying about not getting the broken iPad bc it was delivered by *** with their label they sent me by mail. 

  They are welcome to call me at **********

   

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have this service through the *** benefits program. It's NEVER been right. They sent me a tablet when I asked for a phone. I can't make calls from this tablet. When I asked them to send me the phone I asked for, they told me NO, unless I paid for it. I have a phone number, but NO PHONE! The tablet is AWFUL! It turns off and crashes every 5 minutes. The *** card doesn't stay in place either. The Internet is slower than dial up! I am not exaggerating.bif there is a way to send video, I would love to show how it takes 20 minutes to send 1 email. That is ridiculous.I call for assistance. No one answers. I send an email and threaten to cancel, then all of a sudden the Internet speeds up....for 7 hours! That's it! 7 whole hours!!! I email and ask what the problem is. No answer. I switch service and not even a month later, these people switch it back, unbeknownst to **** know because I notice the ridiculously slow internet again. The email reply I receive tell me the data just says "unlimited", but it's only unlimited up to 128kps then the speed slows down so people don't abuse the internet. One, that's false advertisement. Two, I'm not a child. I can be on the internet as long as I want. They don't have the right to police my Internet time when I signed up for an unlimited service! Then he told me I'd have to pay for faster service. He said he would increase my speed as a courtesy this one time. That was yesterday afternoon. By 9pm, it was back to dial up pace. Slower than dial up. ****** maps on my cellphone that's been disconnected since December loads faster than that raggedy out of date tablet, that I can't make calls on, loads. I've sent 4 emails. No 1 has responded. I want 2 know who I need to speak to at the government level to END their contract with Unity Wireless. This company is a joke & a ripoff. I can't get school work or anything done. Their products are below substandard. They are cheap, out of date, and you cannot load additional apps to any of them.

  Business Response

  Date: 03/26/2024

  Hello! 

  Thank you for bringing this to our attention. When you applied for service, you qualified for a free tablet. We do not offer free phones unless it is part of a promotion which was not current at the time you applied. We understand that sometimes customers would like a phone which is why we offer it at a discount of $20. If you would like a phone please let us know and we can send you an invoice. If you are having consistent issues with your tablet we can definitely solve that. Please email our team at ****************************** and they can help you with getting a claim created. We can also take a look at your internet plan and discuss some options that will make you happy. 

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21471078
  
  I am rejecting this response because:

  You continuously prove that this company is dishonest and lacks integrity!

  I've attached screenshots of the emails where I clearly applied for a PHONE and your company responded offering items only a phone, not a tablet can provide. I also attached the screenshot where your company tried to port my old cell to the new cell that YOUR company was supposed to send me. You sent me a defective SIM card initially. I tried to use it in my old phone. You all shipped me a new SIM with a cheap tablet. I have a phone number that I cannot use and a tablet made for a 2nd grader with **************** that is slower than dial-up. 

  I have communicated my concerns to this company for months! I told them that I was going to file a complaint with the BBB if the issue was not corrected. This was more than 2 months ago. Here they are, still saying "contact us". Why? For more lies? I wrote in my initial complaint what I wanted as a resolution. There isn't anything left to discuss.

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

  Customer Answer

  Date: 04/15/2024

  I have serious concerns with this complaint and how it was handled. How did BBB come to the conclusion that they made a "good faith effort" to resolve the complaint and that they addressed my concerns? They did NOT! Also, the passive aggressive response in capitalizing 'NOT' in your response to me speaks to the very low level of emotional intelligence of whoever wrote it. I digress... It appears no one read my responses or took me seriously. This company promised a phone and never delivered. Their response was that they don't offer phones. I sent the email exchange showing you where they had. Yet, you claim they made a "good effort" when my initial complaint led with how dishonest they are. I priced that in their own correspondence. They provided me with a phone number, said they were going to send me a phone, attempted to transfer my old service to theirs, but you claim they are being honest when they said they didn't offer me cell service. All of this is clear in the emails they sent to me!! This complaint needs to be reviewed by someone higher up than whomever responded to me and closed it. They are not great at their job!

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offer a free tablet and unlimited talk,text,&data.I did not receive free tablet and they keep saying I used my limit of internet.Unlimited means no limit.And as far as tablet goes I gave up on that.but they should honor what they advertise but they don't think they should.i called them and they say they are going to get my internet working I just want internet to work like they said it would

  Business Response

  Date: 03/18/2024

  Hello!

   

  The account referenced is active and we have refreshed the network to ensure you have a better quality connection. Upon checking your account you did not qualify for a free device but we can offer you discounts on a smart tablet or phone! If you are interested please let us know and we can certainly get that taken care of. 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just received ( on Saturday) my unity wireless sim card and they said I would get unlimited data, text and talk. On Sunday I called to activate and they said I have 1 gb of service which is 1 hour of internet service a month! I told them this is bate and switch and this is illegal. I have the email that states I was supposed to receive unlimited service. I called and they basically did nothing. Ths is a fraud and someone should do something

  Business Response

  Date: 03/14/2024

  Hello!

   

  Thank you for bringing your concerns to our attention. Although our service is advertised as "unlimited," we do have certain thresholds in place to prevent any misuse or abnormal behavior. Depending on your usage patterns, you may be transitioned to different tiers. While your data is indeed unlimited, it is important to note that speeds are capped at 128KBPS, and if you exceed your high-speed data limit, you will experience a reduction in speed. We can certainly attempt to troubleshoot if you are having issues with your service. Please reach us at ****************************** and a representative can help you. 

• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone from you for the government and I can't hear very good on it if I need to use it I would really like to be able to hear the people that I'm talking to. If you don't mind can you please call me I've sent you a email before and never received a answer from it

  Business Response

  Date: 03/14/2024

  Hello!

   

  We are so upset that you are running into this issue with your device. We can certainly troubleshoot your device. If that does not work we can see if you are eligible for a replacement. Can you please email us at ****************************** or call at ************** and a representative can help ASAP.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Unauthorized Benefit Transfer by Unity Wireless Dear Better Business Bureau,I am writing to bring to your attention a concerning issue I have experienced with Unity Wireless regarding the unauthorized transfer of my ACP benefit. At the end of January 2024, I made the decision to move my benefit from Qlink to another provider. Upon visiting the Unity Wireless website, they initiated a benefit transfer without my consent. As a result, I was left without service for a week until I was able to successfully transfer my benefit to ATT on February 2.To my dismay, on February 9, Unity Wireless once again initiated another benefit transfer without any prior communication or authorization from me. Despite my repeated attempts over the past few weeks to rectify this situation, I have been unable to resolve the issue. Adding to the frustration, Unity Wireless has failed to send me a SIM card, leaving me without any service due to their actions.This ongoing ordeal has caused significant inconvenience and disruption to my daily life, and I am deeply dissatisfied with the lack of resolution from Unity Wireless. I believe that their actions not only violate my rights as a consumer but also demonstrate a disregard for ethical business practices.I kindly request your assistance in addressing this matter and seeking a prompt resolution from Unity Wireless. Your intervention in this situation would be greatly appreciated as I strive to regain the service that I am entitled to. The phone number for the service that was switched without authorization is ************ Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.Sincerely,***************************

  Business Response

  Date: 03/14/2024

  Hello!

   

  We apologize that you have been experiencing issues with your account being transferred into our system. We do not automatically re-enroll any consumers without their permission. Upon checking your account it is deactivated and there will be no transfer in unless it is specifically requested. You may reach out to your new provider if you would like to stay with them and that should resolve this issue.

  Customer Answer

  Date: 04/03/2024

  It that is not right. Both the national Fair buyer desk and the *** support desk confirm that unity wireless has my information and has my service and is taking money for my service but not providing me service cuz I don't even have a SIM card. So how are they getting paid my money and then not giving me service this has happened for a couple months in a row now and they need to rectify this every time I call the 800 number they list I can't get through to anybody it just says the voicemail recording and then says goodbye

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21411504
  
  I am rejecting this response because:It that is not right. Both the national Fair buyer desk and the *** support desk confirm that unity wireless has my information and has my service and is taking money for my service but not providing me service cuz I don't even have a SIM card. So how are they getting paid my money and then not giving me service this has happened for a couple months in a row now and they need to rectify this every time I call the 800 number they list I can't get through to anybody it just says the voicemail recording and then says goodbye
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted them to have my issue resolved but they saying that I got the phone I ordered by their records and I keep telling that it's the wrong one and I have sent them that I have 2 of the same free phone and not the one that I ordered. I don't think they want to resolve my issue

  Business Response

  Date: 03/13/2024

  Hello! 

  Thank you for bringing this issue to our attention. We understand your complaint that you may have received the wrong phone. If we have sent you the wrong device we can definitely send you a return label on us and issue your replacement if that is the case. To move this forward with our claims team we will need more information regarding the phone you received as well as photos. You may send this to us at ****************************** and a representative will assess your case ASAP. We look forward to resolving this for you.