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Business Profile

Cell Phone Supplies

Liberty Wireless

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 looking at my invoice from March 4, 2025. I paid Liberty Wireless LLC $5 for my cellular service. The address on the credit card statement is *********************************************** Approximately two weeks ago my cellular service turned into SOS. When I try and call my number ending in ********************************************************************** service.I have tried calling the customer service phone number for BOTH ********************** and Standup wireless who may or may not have taken over the company. BOTH phone numbers are automated lines that require you to enter your cell number that you have an account with. When I enter my phone number with both customer service lines, I get a message that "we have no record of this phone number" and then it hangs up on me. I have tried reaching out to ***************************************** via email as they had sent me an email on March 15th telling me that a "change has been made to your Standup Wireless account". I have received no response. When I called them on March 15th to tell them I had made NO CHANGES to my account they informed me that they had updated my email on file with them and no further action is required.I the consumer paid for service I did not receive. My phone number has been disconnected with NO NOTIFICATION either via letter or email that my service was being terminated. I need my phone number back. I see no way to port it to another service as I do not have current service to assist me with the port out. I do not wish to terminate my service I simply need to have it turned back on with an explanation of how this occurred in the first place and a promise that I will not occur again

    • Initial Complaint

      Date:02/28/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Hi on 2/25/25 I found out that one of my cellular accounts was not able to make or received calls I called Liberty Wireless **************), and they said that the server was under maintenance and that the service will be restored shortly- I called back the next day 2/26/25 and the same server under maintenance and the service will be restored, I waited all day and the service was not restored so I started a porting out process with visible wireless after entering my old phone information, visible system shows as --Port pending - waiting for number to be released -- I been calling liberty Wireless so they can release my number but they are giving me the same answer about the server being under maintenance las call I made was 2/28/25 11am

      Customer Answer

      Date: 03/11/2025

      For case#********, liberty wireless switch my account to a different provider (stand up wireless) without notification so I figure out the number to call and got my number back thanks you

    • Initial Complaint

      Date:02/09/2025

      Type:Product Issues
      Status:
      Unanswered
      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 have had service with ************ for months. Out of nowhere my number is gone. I can not make or receive calls. I can not talk to anyone nor receive any call or emails back after many tries reaching out. After doing a little research I see the company was sold to liberty wireless. They do not have my number or will help. They say my number was not active. I have receipt showing that my account was current and money was taken out. I just need my number. It is a business number that I have had for

    • Initial Complaint

      Date:01/27/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have my number with liberty wireless - ********** The number is not working anymore for some reason, cant get text messages or calls this past few days I cant login to my account since i need the verification code that usually sends to my phone number Their phone or hotline ***********) is useless as nobody is answering, and i also emailed them few times and no response from them.I cant get my account number and pin so i can transfer to another carrier if i cant get hold of them.

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 is a complaint against Liberty Wireless concerning several unresolved issues with my mobile service account. These issues stem from the unauthorized transfer of my account from ************ (now defunct) to Liberty Wireless, which has caused severe disruptions to my phone service and prevented me from porting my number to another *********** December 2024 my mobile account was transferred from ************ to Liberty Wireless without notification. Since the beginning of January 2025 I have been unable to make or receive calls or text messages, including emergency calls to 911.I have made several attempts to port my number to both *********** and *****, but both providers have informed me that they are unable to complete the transfer as my number is currently marked as inactive. It appears that my number is locked with Liberty Wireless, further preventing me from regaining access to the service I need.Since the beginning of January 2025, I have repeatedly tried to reach Liberty Wireless customer support through phone, email, and their mobile app, but have been unsuccessful in receiving any assistance. This lack of response and failure to address my concerns has left me in an extremely frustrating and untenable situation.I am requesting that Liberty Wireless immediately:- Reactivate my phone service to allow me to transfer my number to another provider.- Resolve any outstanding issues preventing the porting of my number.- Address the lack of customer support and ensure that proper communication channels are established.If these issues are not resolved promptly, I will be forced to pursue additional actions, including filing complaints with regulatory authorities and seeking legal recourse.Thank you for your attention to this matter. I look forward to your prompt assistance in facilitating a resolution.

    • Initial Complaint

      Date:01/15/2025

      Type:Order Issues
      Status:
      Unanswered
      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 cell plan was with H2O wireless and due to the bankruptcy, H2O wireless transfer my phone with liberty wireless. Now my plan expired and I had a trouble of logging into the website. I called the customer service hundreds of times during the day but none of them got me to a person. Then I also emailed the customer service email but none ever got back to me. When I tried to refill my plan using their app, because my plan has expired, they are asking to send me a code but I never received it due to my plan has expired. Without talking to an agent, how am I going to refill my plan? This is unbelievable and I never experience with any cell phone plan company with no people to serve the customers. Please contact me **** to let me know how to refill my phone. I am very worried that my phone number will be gone because my plan is not refilled in a timely manner.

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Liberty wireless took over ************ customers and I want my number back and port information. I've been calling well before my cut off date 1/15/2025 be Everytime I call they or their system hangs up me. Please send me my port out information so I can change carriers. If I lose this phone number you will be on TV!! Thanks for your help.

    • Initial Complaint

      Date:01/14/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      About a month ago ************ transferred mine and my wife's numbers *********** and **********) to Liberty Wireless. Our phone numbers worked until five days ago, when they would not allow outgoing or incoming calls. The only thing I have had since then is a text from Liberty saying my monthly bill is due on 15th Jan. *** I can't resolve that without my phone number working. I tried contacting them by email numerous times, and nobody replies to the emails.

    • Initial Complaint

      Date:01/13/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 writing to express my frustration and seek immediate resolution regarding my mobile service. I had two lines with ************* and out of nowhere, I received an SMS from Liberty Wireless, stating that they are now my provider.Despite paying ************ for the entire month of December, I have been without mobile data since mid-December. I have tried contacting customer service multiple times, but no one has answered the phone. Additionally, I have written FIVE emails, and not one has been answered.Currently, I have no mobile data, no phone service, and I am being told that my plan is now with Liberty Wireless. However, I HAVE NO SERVICE WHATSOEVER. This situation is severely impacting my daily life and my job, and there is no way to get in touch with anyone for assistance.I need immediate access to the service I already paid for and the ability to retain my phone number. If this cannot be resolved, I would prefer to switch providers. However, I dont even have the account number or PIN information necessary to transfer my number.This lack of communication and service is unacceptable! Please contact me immediately to resolve this issue. I am beyond frustrated and demand a solution without further delay.This is outrageous, and I expect a prompt response!

      Business Response

      Date: 01/14/2025

      Hi,

      We are not associated with ************* or the company that take over their lines, Liberty Wireless.  We are Liberty Mobile Wireless LLC and much smaller cellphone company.  Please withdraw this complaint and address your concern to only Liberty Wireless, so they can take care of your issue.

      Customer Answer

      Date: 01/14/2025

       
      Complaint: 22807116

      I am rejecting this response because I received a Liberty Wireless message about they being my new provider. I already created an account with them trough the app that is not working anymore. They are supposed to be my new providers but I don't have any service, yet they keep charging me and texting me but THEY ARE NOT RESPONDING ANY OF THE SIX EMAILS THAT *** ALREADY SENT. 

      Sincerely,

      ***** ****

      Customer Answer

      Date: 01/14/2025

      They are my provider, I used an app and they said my service will renew the cycle TODAY, I have been trying to contact them in every possible way but they are not responding. Look the *** that I've received from them acting like my provider so why are they refusing to give me the service I already paid. If they don't want to be my provider, I would be more than happy to switch to somewhere else but I still need them to contact me so I can keep my phone numbers, both of them!!

      Business Response

      Date: 01/14/2025

      Again we are NOT Liberty Wireless, we are Liberty Mobile Wireless, a different company.  

      Customer Answer

      Date: 01/14/2025

       
      Complaint: 22807116

      I am rejecting this response because:They are my provider, I used an app and they said my service will renew the cycle TODAY, I have been trying to contact them in every possible way but they are not responding. Look the *** that I've received from them acting like my provider so why are they refusing to give me the service I already paid. If they don't want to be my provider, I would be more than happy to switch to somewhere else but I still need them to contact me so I can keep my phone numbers, both of them!!

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:12/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Liberty Wireless recently acquired ************* During this merging process I ordered a SIM card from ************ which never came. After about a month, a ************ *** told me that due to the merge I should contact Liberty Wireless.Liberty Wireless's phone line hangs up on me every time. First it claims that agents are busy helping others, at all hours of the day and night. Then it either hangs up right away or offers two choices, both of which end up playing music until a voice says "good buy", and it hangs up.I've tried emailing many times. They ***onded exactly once with some apology and and a suggestion that I call the defunct help line. After that they refuse to respond.They are charging me credit card for a line of which I have no use of, without my SIM card. I can't even port out or terminate my service since there is no way to log in or communicate with them.

      Customer Answer

      Date: 12/27/2024

      There is no receipt since I wasn't given any account number, ir anything meaningful at all.

      My phone number in question is **********. 

      Liberty Wireless lists ************** as their number, but "all agents are busy" hanging up the phones.

      ******************************************************* lists their address as:

      **********************************************

    Liberty Wireless is NOT a BBB Accredited Business.

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