Complaints

This profile includes complaints for Standup Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Standup Wireless

  390 NE 191st St Ste 8334 Miami, FL 33179

• 

  Standup Wireless

  842 Monmouth St Newport, KY 41071

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:12/17/2024

  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.

  Q Link wireless switch has my cell phone out of service. I can't apply for Standup due to "technical difficulties" and NO ONE is available to correct this problem. I've called multiple times with nothing but hold music playing, I've emailed support... nothing. So, what am I supposed to do for a phone now?

  Business Response

  Date: 01/16/2025

  Good afternoon,
  
  Please see the attached file for our response.
  
  Thank you.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22701332
  
  I am rejecting this response because: my dad has lost his phone number of over 20 years thanks to the mess with this company and *******
  
  Sincerely,
  
  ******* ************

  Business Response

  Date: 02/11/2025

  Hello,

  Please find our response to Ms. ************ rebuttal.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello,

  Please find our response attached.

  Thank you.

• Initial Complaint

  Date:12/17/2024

  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 a longtime Q Link customer. On December 12, ************************* acquired all of the customers of Q Link **********************. This was due to Q Link Wireless being shut down by the ***. In agreeing to take on ******'s customers ******************** agreed to port over all Q Link customer numbers. ******************** has refused to do this.StandUp Wireless refuses to release my phone number as well as the phone numbers of many other Q Link customers. This is tantamount to identity theft, as in today's world one's phone number an essential part of their digital identity.Reaching StandUp is next to impossible. My experience has been that you are placed on hold when calling, left on hold for an hour and a minute and then disconnected. This exact scenario has happened to me multiple times. When I initially did reach someone at StandUp (after many hours of trying) they assured me that if I had recently received a new SIM card {I had} that my number was being transferred. Two days later they said they wouldn't transfer the number. This has created an identity nightmare as my phone number is a verification method for everything. I have spent over 40 hours in the last four days trying to find a way out of this nightmare. ***, ********************************, MA Attorney Generals Office, etc.Standup Wireless has done irreparable damage to me and many many other former Q Link customers by refusing to release their phone numbers and terminating their phone service without warning. all 2 weeks before Christmas. And that damage will only escalate as time goes on unless StandUp Wireless is forced to release Q Link customer phone numbers so those customers are able to bring their phone number to another wireless provider. If anyone who has had the same experience reads this please file complaints with the *** and your state's *********************** and/or state agency that regulates telecommunications. No company should be able to indifferently cause so much harm to so many people.

  Business Response

  Date: 02/05/2025

  Good afternoon,

  Please find our response attached.

  Thank you.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22700292
  
  I am rejecting this response because:

   

  I was a long time Q Link customer. ******************** agreed to port over ALL Q Link's numbers when Q Link was shut down by the ***. StandUp lost my number as well as the numbers of many many other people during this transition. Both Q Link and StandUp Wireless have caused irreparable harm to me by losing, stealing as far as I am concerned, my phone number of 47.5 years. The ONLY solution I would consider acceptable is the return of my phone number.

  This doesn't end here. In fact it will NEVER END until my phone number is returned to me. I once read that a bad review can scare away an average of around 10 customers. If my number is not returned to me I would expect thousands of customers to get scared away from doing business with StandUp Wireless, as StandUp has proven itself to be both extremely dishonest and utterly incompetent. And I feel a responsibility to ensure that other potential customers of ******************** are aware of what they should expect if they choose to do business with StandUp.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/12/2025

  Hello,

  Please find our response attached.

  Thank you!

  Customer Answer

  Date: 02/13/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  To Whom It May Concern,
  
  I do not accept StandUp Wireless assertion that they do not have access to my phone number. As the provider tasked by the *** to port out Q Links active accounts in December ************************* initially stated to me that if I had recently upgraded the sim card with Q Link (I had) my account would be transferred. It was only after cutting through a dishonest sales pitch that it was clear that StandUp had little interest in retrieving former Q Link customers phone numbers. They were far more interested in new plans for new customers.              
  
  As StandUp acquired Q Links customers numbers as well as other information my primary concern is the security associated with my phone number should it be returned to the pool of numbers. That number has a very long history associated (47.5 years!!) with it and would make a target for identity fraud. I would also assert that it is inconvenient rather than impossible for StandUp to facilitate the return of the number in question. StandUp became the responsible custodian for ****** customers numbers and information when they agreed to facilitate the transfer of customers from Q ******* ********************. They failed through either indifference or incompetence.
  
  The temporary loss of this number has already caused irreparable damage, which continues to mount as well, and the risk for more serious damage explodes if the number is recycled. The ONLY solution I consider acceptable is the secure return of my phone number. Anything less only rewards dishonest and/or incompetent conduct on the part of StandUp when it comes to their handling of Q Link customers numbers and personal information. An essential part of my identity has been stolen. I demand its return.
  
  ******* *******.
  BBB Case # ********
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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 am a senior citizen, and I had a government (free) cell phone service with Qlink Wireless until the *********** ended. I had QLink Wireless for two years. When the *** program ended ***** started charging me $9.25 per month on October 1st and November 1st, 2024. December's payment came out of my bank account on December *******. The payment information on my bank statement had StandUp with the phone number of **************. On December 06, 2024, I was making a cell phone call and I found out my service was disconnected. I tried to connect to QLink Wireless by email and I got switched to a website named StandUp Wireless. I tried to call them at the number on the screen and the number gave me three options to choose from and I selected option two. I was disconnected. The screen showed two boxes. One box asked for my email address and the other one asked for my zip code. After entering that info, I was told my info was not found in their system. I kept calling the phone number and I kept getting disconnected. I want my money refunded and not to be charged any more money. I want my services ended. Their phone number is ************** or **************. The website is: ***********************************

  Business Response

  Date: 02/05/2025

  Good afternoon,

  Please find our response attached.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello,

  Please find our response attached.

  Thank you,

  Customer Answer

  Date: 03/18/2025

  On February 7th, 2025 I received the refund I was requesting at the beginning of my complaint.  I am satisfied with the results and the help of the BBB!  thank you for your assistance!

• Initial Complaint

  Date:12/16/2024

  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.

  I had the family plan with QLink Wireless for myself, my husband, and our son. Cost: $30/month for all 3 lines together. When I started this family plan I tried to port my husband's number from Net10 to QLink. He's had it for years and all his medical providers use it to contact him. I provided all the required info from Net10, account number and porting PIN, but QLink never completed that ******* husband is in very frail medical condition and I must stay in daily contact with his doctors while he's in hospital. Standup Wireless took over QLink 2 months ago and we lost service for a day. I tried to contact customer service but couldn't get through, either by phone or online live chat.Then we regained service and I thought everything was fine. But a few weeks later, all service stopped. I couldn't get online help because the chat timed out just as it became my turn. Repeatedly. I couldn't call for help because the automated system didn't recognize the number I was calling from, so the automated system kept hanging up on my while telling me it was transferring me to tech support. I couldn't login to my online account or register for a new one because it didn't recognize any of our phone numbers. I even emailed their tech support, but have had no reply.I am extremely unhappy with this transfer, especially since they'd assured me in previous emails that there would be no interruption. There's no viable way to contact them for help. I've tried every avenue, and -- nothing. Meanwhile I have only a WiFi phone number from ****** for my husband's medical staff to contact me. I have no service when I'm away from WiFi, so if something happened while I'm driving or shopping they'd have no way to reach me. This is a life-or-death situation and Stand Up Wireless doesn't care. I want an apology, a refund of the last 2 months' payments, the original port completed from Net10, and the account numbers and porting PINs provided so we can switch carriers.

  Business Response

  Date: 02/05/2025

  Hello,

  Please find our response attached.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello,

  Please find our response attached.

  Thank you.

• Initial Complaint

  Date:12/14/2024

  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 mom is 89 years old had ACP phone service from Qlink Wireless since has been converted to paid service from June , 2024. after installed new sim card in Nov 2034 and transferred to standup wireless. the phone is stopped working as of 12/12/24 even we paid $9.25 on 12/2/24 and service suppose last to 1/3/25. We believe the company completed drop all people who has $9.25 plan without warning or notice. Calling customer service **** waited one hour no answers, call back next day even talked to supervisor would not help. 2 email sent in 2 days with no answers. now I we really feel helpless and lost critical phone service but not body seem can help !!!!

  Business Response

  Date: 02/05/2025

  Hello,

  Please find our response attached.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello,

  Please find our response attached.

  Thank you.

• Initial Complaint

  Date:12/14/2024

  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 phone died three days ago. Supposedly the service was being transferred to Stand-up wireless from Qlink wireless. I paid my bill on 12/2/24. Now I have no service. I have tried calling and tried their chat. Both go unanswered. I need my phone back on please.

  Business Response

  Date: 02/05/2025

  Hello,

  Please find our response attached.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello,

  Please find our response attached.

  Thank you.

• Initial Complaint

  Date:12/14/2024

  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.

  Date: 12/12/2024 Amount $10 UNAUTHORIZED CHARGE.STAND UP WIRELESS ************************************************************************** I am NOT a customer and I live in ******. Someone has scammed my bank account and now I have no left this month for Xmas *******, food, and make it through this month.I know that my debit card number was used by someone, because my card is with me in ******. I am a homebound, mobility disabled paraplegic senior female. I would like to get my $10 returned to my bank account. Never heard of this place, others seem to have similar issues. Please help me get some of the money back. It is not much but it was all I had. The people who scammed me, tried for hundreds of dollars. I lost what I had left, approx. $60 total, no xmas for my family. I do have the information someone used cashapp and a name of a person. I also can provide last 5 numbers of debit card, but NOT publicly. Please get in touch for any other information needed. I have contacted my bank, other companies involved with unauthorized charges for dates of 12/11/24 to 12/12/24. I have done everything except filing police reports and possibly contact a lawyer, if needed. I hope it doesn't go that far. Everything charged was around east coast and I live on west coast.

  Business Response

  Date: 02/05/2025

  Hello, 

  Please find our response attached. 

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello, 

  Please find our response attached.

  Thank you!

• Initial Complaint

  Date:12/13/2024

  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 Was charged for prepaid phone service and paid $60 on December 1st 2024 and then they disconnected all phones on my plan a few days later. I want my $60 back.

  Business Response

  Date: 02/05/2025

  Good afternoon,

  Please find our response attached.

  Thank you!

  Business Response

  Date: 03/05/2025

  Hello, 

  Please find our response attached.

  Thank you.

  Customer Answer

  Date: 03/06/2025

   
  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,
  
  ***** ****