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: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.

• Initial Complaint

  Date:10/25/2023

  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.

  This company switches me to there service ever 3 days for the last 3 months. I have called them every week and asked them to permanently remove my account but within 1 day they switch my account to them without my permission or consent.. all I want is to be able to keep service that I have with another company.. please please all I ask is they no long make me have there services which I have asked multiple times for them to stop and remove my account from tem permanently. Thank you ***********************

  Business Response

  Date: 10/25/2023

  Hello,

  We appreciate you bringing this matter to our attention. After a thorough examination of the customer's account, we found no indication that they desired to leave our system. There was no record of any calls or email exchanges with this customer expressing such intent. Given their preference not to be transferred back to us, we have permanently deactivated their account, and it will remain inactive.
  
  It's important to clarify that the screenshots provided by the customer belong to a different carrier, Excess Telecom, not Unity Wireless. We are uncertain if their complaint was intended for them or us. Regardless, we have deactivated their account. Should they decide to return to Unity Wireless in the future, they can reach out to us, and we will assist them with the transfer process.

  Customer Answer

  Date: 10/25/2023

  This is where unity wireless has transfer my service from excess telecom. At least twice in the last week. I would really like it to stop that. Because they don't send me a notification saying they switch my service.  But excess telecom has told me that it is you guys that are switching it. Thank you ***********************

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20779797
  
  I am rejecting this response because:This is where unity wireless has transfer my service from excess telecom. At least twice in the last week. I would really like it to stop that. Because they don't send me a notification saying they switch my service.  But excess telecom has told me that it is you guys that are switching it. Thank you ***********************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/25/2023

  Hello,

  We apologize for any inconvenience that was caused. As mentioned earlier, we have terminanted your Unity Wireless account, and your service with ** has been withdrawn.

• Initial Complaint

  Date:10/08/2023

  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 applied for this service originally to recieve a I phone with the sim an plan. Now I applied and I believe it said after I applied chance to win I phone. I feel I was lied to by a free I phone advertisement when applying a i phone was originally suppose to come with the sim. If I am not gonna receive a I phone or any type of phone with the sim may i get help to cancel my order or resolve by sending phone with sim

  Business Response

  Date: 10/10/2023

  Hello,

  We apologize for any confusion that *** have arisen. When applying for our services, eligible customers have the opportunity to purchase a tablet for a one-time fee of $15. Upon reviewing your account, it was determined that you did not meet the criteria for this offer. That is why your aplication is a " sim only " order. Please note that our service plans do not include free phones; however, we do offer the option to purchase one if desired. Additionally, Unity Wireless is currently hosting an iPhone giveaway, and all new customers receive this email for a chance to enter if they wish.

  Business Response

  Date: 10/10/2023

  Hello,

  We apologize for any confusion that *** have arisen. When applying for our services, eligible customers have the opportunity to purchase a tablet for a one-time fee of $15. Upon reviewing your account, it was determined that you did not meet the criteria for this offer. That is why your aplication is a " sim only " order. Please note that our service plans do not include free phones; however, we do offer the option to purchase one if desired. Additionally, Unity Wireless is currently hosting an iPhone giveaway, and all new customers receive this email for a chance to enter if they wish.

• Initial Complaint

  Date:09/14/2023

  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.

  I had someone apply for service in my name through your company. And it took my AC P discount away from my spectrum bill. I would like to get a benefit transfer back to ACP if possible. You can reach me at phone number ************ or @email dsisk

  Business Response

  Date: 09/15/2023

  We sincerely apologize for the challenges you are currently experiencing. Following a thorough investigation into the matter, we regret to inform you that we have been unable to locate an account associated with your name or the email address you have provided.
  
  Considering your assertion that someone else may have applied for benefits using your credentials, we kindly request any available information regarding the name and email address utilized by the individual in question. Additionally, if you possess a National Verifier ID number, its provision would greatly assist us in expediting a resolution to this issue.
  
  To further facilitate our investigation, we inquire about your certainty that the application pertains to our company, Unity Wireless, as opposed to another entity. Any clues or evidence confirming its origin with us would be invaluable in this regard.
  
  Rest assured, we are committed to resolving this matter promptly and ensuring that your concerns are addressed comprehensively. Your cooperation in providing the requested information will greatly assist us in achieving a timely resolution.

• Initial Complaint

  Date:09/09/2023

  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.

  On or about aug 30th, I applied for ACP benefits with unity wireless. Although I did apply with them in the past. I didn't receive either a tablet and/or a sim card. This time they allowed me only sim card. When I emailed and got in touch with the company, they told me that the reason why I can only get the sim is because I already received the tablet in the past and that it's only a first time option. Now I wouldn't waste time coming on here just over some hurt feelings. The simple fact that they lied in order to decline my request of a tablet should say more about their true morels then anything.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider. We have not decided if customers can get a one time tablet or not its the Government who lets us know if they qualify and based on that we proceed.

  Lastly, the customer claims to have applied with us in the past but we only see one record of this customer and not two.

  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/12/2023

  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative. To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA, among others. Upon confirming their participation in any of these programs, customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number, and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options. They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data, SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider. We have not decided if customers can get a one time tablet or not its the Government who lets us know if they qualify and based on that we proceed.

  Lastly, the customer claims to have applied with us in the past but we only see one record of this customer and not two.

  We hope this clarifies the situation and addresses the customers concerns adequately. If you require any further information or assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20580259
  
  I am rejecting this response because: Although I don't agree with the response, I wish not to pursue any outcome with unity wireless. They have clearly indicated that i should not be eligible for one of there tablets. But that i find it offensive as well as hurtful that they simply pick and choose who gets a tablet and who gets only a sim. It is for that reason that i do not want to have any affiliation with unity wireless. Thank you for your time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/14/2023

  Hello *******,
  We understand your frustration, and we want to clarify that we do not have control over the eligibility criteria for receiving a tablet. Eligibility is determined solely by the National Verifier. The tablet subsidy is a one-time opportunity, meaning it can only be availed once. The retail price of the tablet is $125, but if you are eligible, you are required to make a one-time co-payment of $10-$15, and the government will reimburse the company for the remaining cost of the tablet, up to $100. To ensure fairness and to conserve government resources, tablet eligibility is limited to one per household.

  
  Upon reviewing your records, the National Verifier indicates that you have already received a tablet through another provider. To address your concerns and provide a solution that *** be satisfactory to you, we are prepared to offer a one-time discount of $50 instead of the full $125 tablet cost. If you would like to proceed with this offer, please reply to this message, and we will promptly send you an invoice for payment. Once we receive your payment, we will ship your new tablet with a pre-inserted SIM card for your convenience.

  
  For your reference, your enrollment ID with ******************** is WUT8618945.
  We appreciate your understanding and value your business. If you have any further questions or require assistance, please do not hesitate to reach out to us.