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: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.

• Initial Complaint

  Date:11/19/2023

  Type:Billing 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.

  Cancel Sim card stolen stop service

  Business Response

  Date: 11/22/2023

  Hello,

  We are sorry to hear you have lost your sim card. We emailed you asking to provide us with a mailing address. However we never received a response. Since it seems like you would like your account to be cancelled, it has been terminated effective immediately. 

• Initial Complaint

  Date:11/16/2023

  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.

  On 10/15/2023 unity wireless has transferred my service from ******************* ,back to unity wireless after having unity wireless for I believe 2 months and not having a device to use the service . I decided to transfer my service out of unity wireless to **** mobile I called unity wireless to explain why I was leaving unity wireless service with not having a device to use the service. After transferring.my service to **** wireless *** service a week later my service with **** went down I called them and they the service was transfered back to unity wireless without consent,as day went by I noticed I was calling **** mobile service every day to get my service transfered back to **** mobile so they told me to call the *** PROGRAM on 11/16/2023 which I did and was told that it was unity wireless who was transferring my service back to them without my consent. The *** PROGRAM has excavated the monitoring of these transfers in hopes of getting back to me on this matter....All I want is to not be transferred from **** wireless service to unity wireless every day. Just yesterday I was told by a unity wireless associate that my service was inactive...can someone please Help? *******************************

  Business Response

  Date: 11/19/2023

  Greetings,

  Thank you for bringing this matter to our attention. We sincerely apologize for the unfortunate experience you've had with Unity Wireless. Our commitment is to provide excellent customer care, and we regret that we fell short of that standard in your case. After reviewing your account, we confirmed its active status; however, we have now deactivated it indefinitely.
  
  We acknowledge the confusion caused by the lack of an email confirmation from you regarding the cancellation request. We apologize for any inconvenience this may have caused. Your account has been officially canceled, and there will be no reactivation.
  
  Understanding that your desire to leave Unity Wireless was related to not having a device with us, we would like to make amends. We are pleased to offer you a complimentary phone along with the reinstatement of your service. If you are interested in this offer, please reach out to us at ******************************** expressing your desire to receive a free phone and have your service reinstated. We appreciate your understanding and the opportunity to rectify this situation.

• Initial Complaint

  Date:11/09/2023

  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 applied with unity, it took me away from the ******* acp plan, I want to cancel with unity asap, I emailed them 3 times, msgd them on Instagram, msg them on ******** no response, I want to cancel with u, i want to go back to ******* acp plan. Please cancel my service, ********************* *************************************** ******************** Please confirm

  Business Response

  Date: 11/13/2023

  Hello,

  We would like to inform you that your account was terminated on 11/07. We have addressed your emails regarding this issue and confirmed the cancellation. You are free to choose another provider, and there will be no automatic transfer back to our service.

  Customer Answer

  Date: 11/13/2023

   
  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:11/09/2023

  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 accepted the offer to have get free monthly cell service from Unity Wireless because of my disability. The customer service was so rude to me when I wanted to change over my number to a monthly service that I would happily pay for. I was very patient with them. I did not speak out of turn, I was very polite. They hung up on, they insulted me, they refused to call back when at least 6 times when they told me they would. They will not give me my port Id # so that I can get my old phone number back. It was horrible. They were rude to me. My disability is purely physical, they referred to a mental disability, which I do not have, I told them that I was a college graduate and I can understand what they are saying. I belief it was very discriminatory.

  Business Response

  Date: 11/10/2023

  Hello,

  Please accept our heartfelt apologies for any rudeness or lack of professionalism displayed by our team members. This behavior is in direct contradiction to the standards we set for ourselves here at Unity Wireless, and we are taking immediate steps to rectify the situation. We are also conducting a thorough review of our processes to identify and solve any systemic issues that *** have contributed to this situation. Upon checking your account, we do see that a ticket was submitted on your account on 09/11/23 for a port to be done from Straight talk and it was completed successfully. We also have noticed active usage on your account, there is usage for your minutes, SMS, and data. We are uncertain of your exact request, as there is no such thing as port ID number. If you meant your account number, it is as follows: ******. If there is anything else we can help you with, please do not hesistate to reach out. 

• Initial Complaint

  Date:11/08/2023

  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 lost my phone and *** I would also like my tablet due to never receiving one please and thank you

  Business Response

  Date: 11/08/2023

  Hello,

  Thank you for bringing this matter to our attention. After a thorough review of the customer's account, it has been determined that the customer was never eligible for a tablet. According to the information we received from NLAD, they do not qualify either because they have already claimed their device benefit with a different carrier or due to other disqualifying reasons.
  
  If the customer is interested in purchasing a phone, they can proceed by requesting an invoice for a one-time payment of $20. Alternatively, if they prefer a tablet, they can opt for a one-time payment of $85. To proceed with either option, the customer can contact us via email at *********************************** and we will be more than happy to assist them further. In the meantime, we will promptly ship a new SIM card to the customer.

• Initial Complaint

  Date:11/04/2023

  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 would not let me transfer service to another carrier. They kept denying transfer. I never used there service. They also refused to cancel service when requested.

  Business Response

  Date: 11/07/2023

  Hello,

  We sincerely apologize the difficulties you've experienced with Unity Wireless. Our commitment is to offer unparalleled customer satisfaction, and we are sorry for any disappointment caused. In response to your request to cancel your account, we want to inform you that your account has been successfully terminated. Rest assured, you won't be reactivated unless you specifically request it.