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:03/10/2024

  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. 

• Initial Complaint

  Date:03/03/2024

  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 canceled my Unity Wireless ACP lifeline service. I got confirmation that it was canceled then they transferred it back without my permission. I transferred it out of unity again they transferred it back without my permission. I sent them an email and a message through their site to stop transferring my service back to Unity Wireless without my permission. They did it again. So this is three times Unity Wireless has transferred my ACP lifeline benefits back to them without my consent. I do not want Unity Wireless for my service provider. I have tried to make this clear to them. They keep transferring my service back to them without my permission.

  Business Response

  Date: 03/13/2024

  Hello!

  Thank you for bringing this to our attention. Upon checking the account with the provided credentials the account is fully deactivated and will not be transferred back. If you need anything else regarding your inactive account please let us know. 

• Initial Complaint

  Date:02/29/2024

  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.

  The tablet will not hold a charge,rendering it usless.

  Business Response

  Date: 03/12/2024

  Hi there

  If you are facing issues with your device, please contact us at ********************************* so one of our agents can assist you. 

• Initial Complaint

  Date:02/27/2024

  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.

  My service is suppose to be free text call and unlimited data for a year. Plus a new phone. Phone was NOT NEW My phone service DOESNT WORK. I live on oxygen at home. I need phone service. I AM CURRANTLY IN THE HOSPITAL AND COULDNT EVEN CALL MYSELF *** ABMULANCE. My phone number was issued from ******** instead of ******** where I live. Ask for It to be changed, no response no action, this makes me have NO SERVICE HOME OR HALF PLACES I NEED BE. The phone they sent is garbage. Lower than bottom of the barrel. It is useless basicly. Nobody ever answers when trying to contact about issues or problems. And I have my service for less than a month and they are already sending emails that my service may be closed. EVEN MY FREE "DATA" DOESNT WORK. I FEEL THIS COMPANY IS A SCAM AND IT IS TAKIN ADVANTAGE OF LOW INCOME PEOPLE.

  Business Response

  Date: 03/12/2024

  Hello,

  We are so sorry to hear that you have not had a pleasant experience with Unity Wireless thus far. We will try to assist you to the best of our abilities. Please expect an email from our customer relations department, they will better assist your with all your needs. 

• Initial Complaint

  Date:02/26/2024

  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.

  Every other day this company switches my acp program to them without my permission and I have literally done everything humanly possible to stop them from switching my service. I have never had service with unitywireless and my identity was stolen they know this and still continue to steal my benefits so I am stuck with the bill and I'm not sure if it is legal that they keep doing this and I'm being charged for services while they both get paid by acp and it's probably why the program is bankrupt

  Business Response

  Date: 03/12/2024

  Hello,

  We extend our sincere apologies for any inconvenience caused. It's crucial to emphasize that Unity Wireless is presently undergoing a software migration,leading to significant delays in internal processes. In the course of this transition, some accounts, including the one in question, were unintentionally reactivated but promptly deactivated again. Rest assured, your account will remain cancelled. 

• Initial Complaint

  Date:02/22/2024

  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 was having problems with the screen and was trying to call them for help but the phone number they have is not working who put a phone number up that doesn't work ? I've tried it and all it does is give you a busy signal this is getting fustaring .

  Business Response

  Date: 03/07/2024

  Hi *******! 

  Thank you for bringing these issues to our attention. We have changed our phone number in the recent months which may explain why you were unable to reach us. We also have a mailbox dedicated to help customers further. We would love to help you with your screen and any other problems you may have. You can contact us at ****************************** or call us at **************.

   

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising 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.

  Unity wireless keeps changing my provider from spectrum to unity wireless and I don't want them to do that. Unity wireless has done that about 4 times and I'm fed up with it. I am keeping Spectrum. I don't want unity wireless service at all. I had gotten a free tablet from Unity wireless and now they keep changing my provider.

  Business Response

  Date: 03/13/2024

  Hello!

   

  Thank you for providing details regarding the issue you are having with being transferred back in. Upon checking the account it is fully deactivated so it will not be transferred back into our system. If there is anything else you need for your account please let us know. 

• Initial Complaint

  Date:02/19/2024

  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.

  Hello. The company, Unity Wireless, that falsely enrolled me and made false claims for my ACP credit has re-enrolled me without permission of any kind three times. I was browsing about device credit eligibility with my ACP. On Unity Wireless, I pushed and filled out information for checking eligibility. Afterwards, it stated my account was created and my order was successful and placed. I did not order anything nor start a service or create account. This was on February 3rd 2024. I immediately attempted to contact them via phone, their online contact system, and email to cancel the order, close account, and remove their claim on my ACP credit.For Unity Wireless, the account is under ************************* it has the enrollment id of ***********, and it states I have a plan of Unity ************** 3 and a tablet will be shipped. I have been trying to contact Unity Wireless through their websites support message form, through phone, and through email since the moment it created an account and an order that I did not authorize nor want. I have informed them multiple times that I do not want any service or device from them, I do not want an account, and they are not to be associated or charging my ACP. As such I have sent them messages and called to cancel any order and service, unenroll me for an account or service or from their ACP system, and to close my account.I had gotten official confirmation (on Feb. 8th) from Unity Wireless that my account was un-enrolled, unactivated, and order cancelled as well as account closed once I sent a formal complaint to ACP. However now I received an email again stating enrollment and an order being shipped on February 16 2023. I contacted them again on Feb. 16th and got confirmation again (Feb. 17th) that everything was cancelled and closed..Unity Wireless has falsely created an account, placed orders, and claimed my ACP costing me my ACP credit from my internet. They have purposely went against my direct instructions.

  Business Response

  Date: 02/20/2024

  Hello,

  We apologize for any disruptions that *** have occurred. Upon checking your account, it is shown that you applied for Unity Wireless via the online portal. Nonethless, we understand your intention was not to apply with us. Your account was cancelled on 2/17, we have also communicated this information via email to you. Rest assured, you will not be reactivated in our database.