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:01/11/2024

  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 ordered a tablet and sim card for ACP services from Unity Wireless. I received the tablet and sim card but neither is compatible with the Assurance Wireless phone I had for 14 years. Because of this incompatibility, I am unable to receive ************* data, text and minutes advertised. I have tried to contact Unity Wireless but apparently they could not be bothered to respond to a customer. I want the services promised with the devices necessary to do so. Otherwise I would like my services restored to the previous provider Assurance Wireless.

  Business Response

  Date: 01/15/2024

  Hi There!

  Upon checking your account, you did indeed receive a sim card and tablet from Unity Wireless. We see here that you are actively using your service, as we have increased your data due to you exceedng your limit, we have also emailed you about this letting you know. 

  If you wish to use our sim card with a different device that is not from Unity Wireless, it needs to be unlocked or ******** compatible in order for it to work. Unfortunately, we wouldnt know if a different providers device work with our network or not as we cannot guarantee that, you may contact them and ask them. This rule also applies to using our devices with a different carrier sim card. We hope this clears any confusion, and if there is anything else we can help you with, please feel free to contact us at ********************************** or at **************.

• Initial Complaint

  Date:01/03/2024

  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.

  To whom it may concern I am making this complaint in regards to an online application that I filled out for free cell phone I do receive government benefits and unbeknownst to me I was not aware that I could not have two cell phones so I purchase one cell phone and I was receiving a new cell phone the money was deducted out of my account and I have been asking them to refund me my funds back to my account in which they refuse I am requesting that someone from corporate office be reached and give me a call at ************ or email me at *********************** ************** I did receive an email stating that they were going to refund me my money back for the second phone that I purchased and like I said I did qualify for a free phone due to receiving government benefits

  Business Response

  Date: 01/11/2024

  Greetings,

  We would like to apologize for any inconveniences that has been caused. We would like to verify that your accouunt has been cancelled at the time of your request and has not been transferred back since then. We would also like you to know that we have emailed you asking for additional details to ensure that your refund has been processed. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21089203
  
  I am rejecting this response because: they have constantly harassed me and had me going back and forth with the company that I'm with right now so I feel as if I need to be compensated for my time calling the other companies and having to have my services reconnected
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/15/2024

  Hello,

  As we mentioned previously, your account is inactive. You received an email stating you have been transferred out of Unity Wireless as a confirmation, also please keep in mind that those emails are automated. Please be assured that you will not be transferred back. Also, we are still awaiting your response for the additional details we need to process your refund.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21089203
  
  I am rejecting this response because:
  You keep transferring me out of my other service with ***** and this is unacceptable on a weekly basis the automated system automatically transfers me to you guys and I have to call this is a headache for me and yes I did receive my refund but I am not satisfied with your response saying that I'm my account is inactive I just had to reactivate my account Monday because you guys had transferred me out of the previous carrier that I had
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/27/2023

  Type:Order 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 falsely put my name on a contract I don't have

  Customer Answer

  Date: 12/27/2023

  I don't have any phones or tablet from them. I called them to opt out of it. But every week they opt me back in so with my assigned government phones. I get it turned off because they keep saying I got something with them which I don't and I called them personally and cancel it and they go and opt me back in on their own which calls me to have problems with my prior government phone.  I wish for them to stop doing it. I asked them so I don't know whether they're being funny or whatever it is. But that's the situation

  Business Response

  Date: 01/03/2024

  Hi there,

  Your account was cancelled at the time you requested. Your account has been cancelled and please be assured you will not be transferred back.

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service 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 qualified for the affordable connectivity program. I originally signed up with Unity Wireless. They do not have service in my area. I transferred my ACP id to my original provider. Unity Wireless has slammed me so many times I am now forced to reapply for approval through the ****

  Business Response

  Date: 12/26/2023

  Hello,

  We are so sorry for any inconvenience or disruption that *** have occured. Rest assured, your account with ********************** has been cancelled and you will not be reinstated.

  Customer Answer

  Date: 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

  Date:12/22/2023

  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.

  They placed and sent an order using my ACP benefits I never authorized

  Business Response

  Date: 12/25/2023

  Hello,

  Upon reviewing your account, it shows that you applied for our services via online application on 12/21/23. Regardless of that matter, your account has already been cancelled when you requested cancellation via email support. Rest assured, your account will not be reactivated and you are no longer a Unity Wireless customer. You will be receiving a sim card in the mail, as it was shipped out before you contacted us, so please disregard that as it is no longer active.

• Initial Complaint

  Date:12/14/2023

  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.

  Unity wireless sold me a phone that doesn't work.

  Business Response

  Date: 12/18/2023

  Greetings,

  We would like to apologize for any inconvenience that was caused. Since your device was malfunctioning, we went ahead and dispatched a new device to you. You will receive an email with the tracking number once it is shipped out. 

• Initial Complaint

  Date:12/10/2023

  Type:Product 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.

  Unity wireless persists on enrolling me into their program, when I have never applied. I have asked them multiple times to unenroll me and to leave me alone, but yet they still persist. I want them to leave me alone and to stop causing me stress. They have already gotten gen mobile to cancel the program I had with them and now every time I try to get into another program, unity wireless enrolls me into them and gets my applications into other programs cancelled out.

  Business Response

  Date: 12/11/2023

  Hi there!
  

  Please be assured that your acccount was cancelled on 12/08. You will no longer be transferred back to Unity Wireless.

  Customer Answer

  Date: 12/12/2023

   
  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

  Date:11/30/2023

  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 am terribly dissapointed that I switched. I bought their tablet, got the bad working device, apps shutting off by themselves, and finally, I found out that I can't use it for calls as based on acp rules I just can't use a tablet for it! So why do I need such non useful device???? And how do I have to stay on this free cell cervice program if I can't use it???? I tried to reach them for a help, and they do not answer!!! I asked them if they have a phone but they keeping silence. I need to have a good service, working, I have 7 kids and work and need to have a good service.

  Business Response

  Date: 12/18/2023

  Hello,

  We sincerely apologize for any miscommunication, or disruption that has occurred. As we mentioned in the email we have sent you, our Tablets currently do not support built-in calling and SMS features per the *** rules. However, you may use third party apps if you pleased. If that option does not suit you, we do offer phones for $20 as a one time offer per your request. We have not heard back from you since. Since you purhcased the tablet, we will be more than happy to offer you the phone free of charge. Please respond to our email so we can go ahead and make things right for you. Our intention was never to mislead you in any kind of way, and we value you as a customer. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20940099
  
  I am rejecting this response because:
  Lie, again. Here you told me I will get a free phone with the service , free of charge, you know that I have tablet from you, which is unuseful for government program,  because I have to make a call each month! And third party app will not help as it will not use minutes. I moved to your service because tablet was promised as cellular device. I answered to your email and after that bbb answer- you told that you can't give me the phone for free , just sim card. Again, you lied. I. Am mother of 7 kids and low income.  I don't have a device for your sim, and I don't have money to buy your phone. 

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

  Business Response

  Date: 12/20/2023

  Hi there,

  Your phone is in the process of being shipped out. You will receive an email from us shortly with your tracking number. 

• Initial Complaint

  Date:11/30/2023

  Type:Product 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 saw an ad and applied on November 5th 2023 and got approved and they sent a no name brand tablet. In the meantime I did some research on the company and found out that my ACP would be removed from **** automatically. I started trying to contact them to ask them if my ACP would be removed from **** and they were very vague and finally they told me it would. I called **** to make sure it had happened and it had. There's no way to contact the company except through a web form and they conveniently keep asking me why I want to cancel and if I answer the question it gets ignored and I have to go back and explain the whole thing again on the web form and their response will be why do you want to cancel. They are just playing games to keep me on there as long as they can. The service may be okay but I'm trying to start an online business and I really need my **** connection. I want this service canceled and my ACP freed up so I can put it back on ****. I never opened the tablet and I am willing to send it back if they will tell me where to send it and get everything canceled for me. My enrollment number is: *******

  Business Response

  Date: 12/01/2023

  We sincerely apologize for any inconvenience you may have experienced. It is important for us to clarify that we would never exert any undue pressure on our customers to retain their Unity Wireless services for our own gain. If our actions conveyed otherwise, please accept our heartfelt apologies, as such an approach was never our intention.
  
  When a customer expresses a desire to cancel their account, we routinely seek feedback to understand their reasons and explore potential improvements within Unity Wireless. We acknowledge that your request for cancellation was not promptly addressed, and we are actively collaborating with our support team to prevent such delays in the future.
  
  On a positive note, one of our representatives has responded to your email, confirming the receipt of your cancellation request. They stated to please allow 2-3 business days for the completion of the cancellation process. However, recognizing the urgency and your need to switch providers swiftly, we are expediting the cancellation, effective immediately. Rest assured that you will not be reconnected to our system.
  
  While we regret losing you as a customer, we appreciate the **************************** to have served you. We hope that, in the future, you might consider giving Unity Wireless another chance. Best of luck with your new business endeavors!

  Customer Answer

  Date: 12/05/2023

   
  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

  Date:11/26/2023

  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 would like to file a claim due to never receiving my tablet that unity wireless claims to have sent me.*******************************,order (#WUT11289195) Tracking Link: ************ I've received an email 11/2/23 Indicating that it had been delivered.

  Business Response

  Date: 11/27/2023

  Hello,

  We wish to convey our appreciation for bringing this matter to our attention and extend our sincere apologies for any inconvenience you may have encountered.
  
  After conducting a thorough investigation, we have confirmed that, based on your tracking number, your tablet was delivered on 11/2/23 to the address you provided. However, we did not receive any email from you indicating non-receipt of your device. Typically, in cases where customers do not receive their devices, we initiate a claim with ****** Our previous communications solely revolve around your SIM card, and nothing else. We are more than willing to process a refund for your order. Kindly reach out to us via email at *********************************** providing the last 4 digits of the card used for the purchase and the exact first and last name on the card.