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:07/26/2023

  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.

  STOP CONTACTING ME AND FORCING UNWANTED SERVICE. STOP HARRASSMENT. DID REQUEST SERVICES

  Business Response

  Date: 07/28/2023

  
  Greetings,
  
  We represent a telecommunications company actively participating in the Affordable Connectivity Program (ACP), which is a government-funded initiative aimed at providing affordable services to eligible customers. To qualify for the program, customers must be enrolled in various government assistance programs like SNAP, ********* Social Security, VA, and others. Upon confirming their eligibility, customers are required to complete an online application where they share sensitive information such as date of birth, social security number, and more. This application is then processed through the National Verifier database system to determine their eligibility for ACP service. Once confirmed by the government, we dispatch a smart tablet equipped with free monthly data service or a Free Sim card to the verified customer's address. It is crucial to note that we do not enroll customers without their explicit consent; all applications are completed by customers themselves online (please see the attached online application).
  
  Regarding the claims of alleged harassment or contact, we want to clarify that our company does not make outbound calls; we only receive inbound calls from customers. Our primary mode of communication is through email, which serves various purposes, such as confirming their application status or notifying them if they have been de-enrolled due to transferring out (please see proof of email). Additionally, we send emails to remind customers to use the service within 15 days to maintain their benefit eligibility (please see the attached email). Rest assured, we have obtained full consent from customers to legally communicate with them in accordance with FTCPA (Fair Telecommunication Consumer Protection Act) rules.
  
  Furthermore, the customer claims not to have applied, but we have clear evidence of their usage of our service (please see attached proof of usage). However, it is essential to mention that this specific customer is no longer with us as they have transferred to another service provider.
  
  If the customer in question did not request our service or submit an application, it is possible that they have become a victim of identity theft. Since the application process is conducted solely online and not in person, it is plausible that this might be the case for ******. We say this only becuase the email & phone number that was provided by BBB is ********************** ************** and the one we have on file is ************************ ************.
  
  We take such matters seriously, and we are committed to safeguarding our customers' information and privacy. If there are any further concerns or questions, please feel free to contact us. We remain dedicated to providing transparent and reliable service to all our customers.

• Initial Complaint

  Date:06/08/2023

  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.

  Unity advertised free mobile service and tablet on tik tok. It's not until you complete the application and are approved do you find out there is a cost for the tablet. Moreover they won't cancel my account although I tried many times

  Business Response

  Date: 06/09/2023

  Thank you for bringing this matter to our attention. Upon conducting a thorough investigation, we were unable to find any record of a customer named *********************** using the provided full name, address, email, or phone number (please refer to the evidence of our search). However, we did receive an email from the customer on June 8th, 2023, expressing their desire to cancel their application. In response, we informed them that we could not locate their account and requested additional details to assist us in locating it (please see evidence of our email response).
  
  Regarding the allegation that Unity Wireless advertises a free tablet and free service, we would like to clarify that this claim is false. Our advertisements clearly state that customers must meet specific qualifications to be eligible for both the tablet and the service. While we do advertise free service for eligible customers, it is important to note that our regular service plan costs $30 per month. However, if a customer meets the eligibility criteria, they receive a $30 credit towards their service,effectively making it free for them.
  
  In compliance with FCC and USAC guidelines, we are required to collect a minimum co-pay of $10.01 up to $50 from customers for the tablet.This co-pay is collected after the customer becomes eligible at the end of the process. If a customer chooses not to pay the co-pay, they have the option to simply exit the application. At this point, we are uncertain if the customer even completed the application, as we have no records on file for them.
  
  Furthermore, we would like to address the claim that Unity Wireless has received negative reviews. This statement is far from the truth.We proudly maintain a rating of 4.4 stars, supported by thousands of outstanding reviews from customers who highly appreciate both our tablet and our service (please refer to the attached ****** reviews for verification).

• Initial Complaint

  Date:06/06/2023

  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.

  It was brought to my attention by agents of the federal government's ACP program and ********************* in ************* that someone stole my identity and used my identity to obtain a free government cell phone from Unity Wireless located at ************************************************************ **. **************. I have attempted to resolve this problem by calling the numerous times but the company has given me many excuses as to why they could not help. I find it crazy that they issued a free cell phone to someone without verifying who that person was and gave that cell phone to someone using a stolen identity. I want Unity Wireless to correct this problem and locate the person who stole and is using my identity.

  Business Response

  Date: 06/07/2023

  Hello,

  We appreciate your efforts in notifying us about this matter. Unity Wireless places a high priority on addressing fraudulent activity. Regrettably, such occurrences are not uncommon, and we are dedicated to combating them to the best of our capabilities. Typically, we become aware of these situations when our customers personally reach out to report them. In the present case, our customer service team received a call from **************** and promptly escalated the issue to us, even before a complaint was filed with the BBB. It is crucial to emphasize that we do not handle the application processing directly.
  
  Here's how the process works: Customers apply for our services online and are directed to the *** application flow, which prompts them to enter sensitive information to verify their eligibility. The application requests their full name, date of birth, and the last four digits of their social security number. This information is then cross-checked with the federal government's database, and the results are returned to us, indicating either approval or denial. If approved, we proceed to activate the service for the customer.
  
  We have had a lengthy conversation with **************** regarding this matter, and he is familiar with the process. He mentioned that this is not the first time he has encountered such an issue. To address his concerns, we assured **************** that we will cancel his account and add his name to our block list. This measure is intended to prevent the individual who stole his identity from reapplying with us. However, it is important to note that this person could potentially approach another provider, such as Unity, and attempt to reapply using ******************** personal information.
  
  Attached to this message, you will find proof of the canceled account as well as a sample *** application. These documents serve to illustrate that the application process is submitted and processed by the ***, rather than directly by Unity Wireless.

• Initial Complaint

  Date:05/23/2023

  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.

  On May 17, 2023, Unity Wireless fraudulently processed an unfinished application. I decided not.to move forward because I had the *** Benefit. However, UNITY WIRELESS, without my consent, processed the application. They took ***** from my account without my permission and refused to return the funds. This has caused overdraft fees that I am now liable for. This is outrageous. I'll discourage everyone from joining.

  Business Response

  Date: 05/23/2023

  Hello,

  Sorry for any inconvenience this may have caused. Our investigation was conducted by searching several areas in our system. Such as our Completed application report, incomplete application report and our merchant account which allows us to pull all customer charges by the last 4 digits of the credit card used. We discovered that ***** did fill out an application and entered her credit card but it seems during the process a system glitch has occurred causing her application to fail but not the payment. We went ahead and procced a refund for $10.01. We apologize for any delay this may have cause the consumer. 

   

  Customer Answer

  Date: 07/27/2023

   
  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:03/10/2023

  Type:Delivery 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 new tablet and acp benefits thru Unity Wireless last week and still havent received it or a receipt of purchase. When I contact them they tell me ( We will have your smart tablet shipped immediately. Your tablet comes in the mail via UPS.Please allow ***** hours for your tracking information.) But I still yet have not received anything.

  Business Response

  Date: 04/05/2023

  Hello,

  Customer did receive the tablet. Please see attached proof of delivery and attached email response from customer confirming they got the tablet but the data isn't working. We since sent them instructions on how to resolve the data issue and now its working. We also attached proof of customer active account showing data usage. Please let us know what else needs to be done for this complaint. Thank you