ComplaintsforQ-Link Wireless LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  QLink cancelled my cell phone account without notice. I have subscribed to their sister company ************* Since my account will ******************** us not active I can not transfer my cell phone number to ************* QLink will not respond. I also made a payment to both companies.

  Business response

  09/04/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  09/04/2024

   
  Complaint: 22233337
  
  I am rejecting this response because: Qlink cancelled my account so now I can not use my Qlink cell phone number to ************* ************ is your sister com[pany and ************ has informed me that they will not transfer any QLink cell numbers. In addition have been waiting for ever to receive my SIM kit from ************. I am without a cell phone. ************ is just as bad with customer service as ********************.  .  
  Sincerely,
  
  *********************

  Business response

  09/04/2024

  Q Link has made a good faith effort  in answering the customers concerns regarding his service with Q Link. After reviewing this inquiry Q Link Wireless is requesting Complaint ID: ******** be forwarded to Hello Mobile.  
  
  

  Customer response

  09/04/2024

   
  Complaint: 22233337
  
  I am rejecting this response because: QLink fails to address the main issues. Same horrible service as ************* So now just dealing with the same incompetent service.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today is August 19th 2024 and I have an issue with q Link advertisement of different pricings for bills I have paid my bills 2 months in a row they told me they was going to take care of the month of July and I paid for July so therefore they will take care of August and they disconnected my service without me knowing or any other notification that said they emailed me on August 1st and I also got an email saying that my payment has went through and I'm all set for the month of August

  Business response

  08/21/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 30 I paid for a qlink flip phone because I was told I must purchase 1 for the affordable connectivity program because they don't give out free phones for the program only a free sim card after the purchase was made the sim card didn't work with the qlink service and the phone was damaged because it wouldn't fit in when I tried to place it in the phone and I was refused a refund or replacement claiming no refunds or replacements are allowed if the device is damaged I was never told that qlink had this policy and also didn't find out till after the sim card came that qlink doesn't provide free phones with the affordable connectivity program I feel I have the right to get a refund because they don't want to provide me service for a phone I pad for that doesn't work with qlink wireless or if they want to give me service they need to replace the phone and sim card with a device that works with *************

  Business response

  08/16/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB: Approximately a year ago, I signed up with QLink Wireless. Since I am 70 years old, disabled, and receive ******** and food stamps, I was eligible for their program (Lifeline Assistance). I need my phone for emergency calls or when the power goes out where I have no access to phone service. I was doing fine for about a year with my phone service, then SUDDENLY, and WITHOUT WARNING, QLink Wireless JUST SUSPENDED MY PHONE SERVICE! When I called them, they had NO VALID REASON except to tell me that they "no longer offer lifeline assistance" in my area I think it was wrong what they do to seniors. Shutting off someone's service, without any letter of warning, is just wrong. I don't know who owns this company, but they should not even be in business. They mislead consumers in thinking they are offering a good service, then suddenly, they just SUSPEND SERVICE WITHOUT ANY EXPLANATION. The worst thing is that they then try to force customers to SIGN UP with ************* that is another ripoff. They are not free, they want to charge $25.00 every month. For some people, that is not a bad deal, but to someone like me, who live son ss income, it is a big deal. Believe me, I worked 40 years as an executive secretary so I am not looking for a free handout. I believe that I deserve an apology from the business, who gave me no other options and didn't even offer to apologize for SUSPENDING MY ACCOUNT. Thank you for your assistance in this matter.

  Business response

  08/16/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/18/2024

   
  Complaint: 22134837
  
  I am rejecting this response because:  Despite QLink's response that they issued an email (and that my emails were BLOCKED), THAT SIMPLY IS NOT TRUE.  I WOULD NEVER BLOCK ANY EMAILS FROM QLINK WIRELESS.  Also, if they were unable to reach me via email, they could've SIMPLY SENT ME A TEXT VIA MY PHONE.  Instead, THEY SUSPENDED MY ACCOUNT WITHOUT ANY WARNING.  There is no justification as to why they did that.  I am a 70  year old woman who lives alone, and it is crucial for me to have cell phone service.  In fact, the very same day that they SUSPENDED MY ACCOUNT WITHOUT WARNING, my power went off and I WAS UNABLE TO CONTACT THE ELECTRIC COMPANY, SINCE MY RESIDENTIAL PHONE ALSO DID NOT HAVE POWER.  I will never have anything to do with QLink Wireless.  If this is the way they treat their customers, I want nothing to do with them.  No apology from this company rectifies this issue.  I have since decided to sign up with another company who values me as a customer and treats me with respect and dignity.
  
  Sincerely,
  
  *******************************

  Business response

  08/21/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/21/2024

   
  Complaint: 22134837
  
  I am rejecting this response because:  As far as I am concerned, Qlink Wireless did nothing to WARN me that my service was going to be suspended.  They NEVER offered me any alternatives; they just SUSPENDED MY ACCOUNT WITHOUT WARNING.  It wasn't until after I had reported them to the Better Business Bureau, that they decided to address the issue.  My text messages and email were AVAILABLE AT ALL TIMES, however, I NEVER received an email or text message stating that my service was going to be suspended.  Now they have the nerve to tell me that I am eligible to enroll with them again.  I would NEVER go back to them.  There are plenty of other companies who value me as a customer and treat me with respect and dignity.  I don't feel I was treated with dignity or respect from Qlink  Wireless.  I would never recommend them to anyone; and as far as I am concerned, this case is closed and unsatisfactory from my end.  Thank you for your assistance BBB.  *******************************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the ***** unlimited talk, text and data plan. A week after using the services they cut my phone off. I couldn't make or receive calls. When I called the the customer service department they told me that I was talking on my phone to much for like 2 or hours. The point of me purchasing the plan was to have unlimited talking. Since the plan did state unlimited. Like I was explaining to the customer agent. This is false advertising and y'all are cheating people out their money. If it wasn't unlimited it should have been stated in the plan. They wanted me to pay more money to get my phone back on. I don't have it to pay. Now i'm stuck with no way to use my phone and out of *****

  Business response

  08/16/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up to Qlink wireless Because I have a medical issues that prevents me from working and can't afford a regular plan. I only signed up to Qlink because they said unlimited minutes. This is a government plan and it cost more money than other companies. I been calling since Saturday and finally got through to someone on Monday which is today And they told me my plan wasn't unlimited but on my account it says it was unlimited and When I signed up it said unlimited also. I switched my number along with everything else And now it's telling me it's not unlimited. I got proof that my plan was supposed to be unlimited because it says so on my account. If it wasn't. I would not have signed up to Qlink because I had a t and t which cost only 15 dollars for unlimited calls. I have a medical condition where I need to have my phone on. It has been off since saturday because I was completely deceived by Qlink wireless. Also when you file the complaint it comes up three different companies for Qlink. I looked up online which one to pick and that one isn't even on there so I chose the corporate one. Qlink also charges 30 dollars when it used to be 20. How does the government allow this company to up its prices when they are getting money from the government to help people like me? I used almost 5000 minutes and they cut me off in the middle of the month. Our government pays Qlink for over 4000 individuals and then when you use up

  Business response

  08/19/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/20/2024

  I don't understand how unlimited has stipulations. I need my phone on at all times because I have problematic heart issues and I have an implant in my chest and I need to be able to call the heart clinic. I have had nothing but problems with Qlink. How does unlimited have stipulations. After they shut my phone off. I purchased the $15 unlimited plan through Qlink and they shut it off again and said I used too many minutes again. Qlink wireless you are taking advantage of people who can't afford attorneys. I cannot believe our government is going to provide funding to crooks like this. I paid 15 dollars to AT&T for unlimited minutes talk and text before I switched to Qlink And They never shut my service off for going over a certain amount of minutes. I never heard of unlimited not being unlimited. They shouldn't tell you it's unlimited when it's not unlimited.That is very deceitful and falls under unlawful practices. I'm sure you're company goes out of the way to cover up these deceitful practices by putting in unfair policies in your agreement. I want my fifteen dollars back and I want an apology from Qlink for the headaches and heart issues you caused me. If not Qlink your company can go to blank blank blank blank. I had more episodes with my heart than I've had all year from the drama you caused me. Qlink told me something about a fair trade policy and it is very sad they put unlimited on their website for government phones and then give you a certain amount of minutes And then you pay for a plan that is fifteen dollars and says unlimited also and then they cut your phone service And tell you to read their policy. Keep pushing my buttons Qlink because the only reason I went to BBB was to let other people know about your faulty practices. I am going to call my local representatives and I am talking to an attorney and asking If I have a case because if I do I will happily see you in court. If you would change your wording from unlimited to the set amount it would be different but your using a term that people read as unlimited as no amount and they buy a plan only for you to shut them off and Tell them about some garbage fair trade policy. How is it other companies tell you unlimited and you get unlimited. For example, Straight Talk tells you unlimited talk and text and data and they have a 250 GB cap on their data And that is impossible to reach a month if your only using your phone on that service. If you have Gaming system hooked up To that service it would still be very hard to go over that cap. What you're doing is setting the bar at a ridiculously low amount of minutes when it's 2024 and people don't sell minutes usually. Your company is very crooked and using deceitful practices. 

  I had nothing but problems with your service. Before the issues with the cell phone minutes the service was garbage. Most of the time, I could not use my phone because I cannot make no calls Or no one would be able to call me. It would say my phone was not on a network. It happened every day it seemed when I would go to the store. I don't know how to explain what happened but it was ridiculous and my data did not ever work. That's why I never used no data on your plan. It's like you have the service rigged against people in this country that don't have money for service. 

  Customer response

  08/21/2024

   
  Complaint: 22129796
  
  I am rejecting this response because:

  I don't understand how unlimited has stipulations. I need my phone on at all times because I have problematic heart issues and I have an implant in my chest and I need to be able to call the heart clinic. I have had nothing but problems with Qlink. How does unlimited have stipulations. After they shut my phone off. I purchased the $15 unlimited plan through Qlink and they shut it off again and said I used too many minutes again. Qlink wireless you are taking advantage of people who can't afford attorneys. I cannot believe our government is going to provide funding to crooks like this. I paid 15 dollars to AT&T for unlimited minutes talk and text before I switched to Qlink And They never shut my service off for going over a certain amount of minutes. I never heard of unlimited not being unlimited. They shouldn't tell you it's unlimited when it's not unlimited.That is very deceitful and falls under unlawful practices. I'm sure you're company goes out of the way to cover up these deceitful practices by putting in unfair policies in your agreement. I want my fifteen dollars back and I want an apology from Qlink for the headaches and heart issues you caused me. If not Qlink your company can go to blank blank blank blank. I had more episodes with my heart than I've had all year from the drama you caused me. Qlink told me something about a fair trade policy and it is very sad they put unlimited on their website for government phones and then give you a certain amount of minutes And then you pay for a plan that is fifteen dollars and says unlimited also and then they cut your phone service And tell you to read their policy. Keep pushing my buttons Qlink because the only reason I went to BBB was to let other people know about your faulty practices. I am going to call my local representatives and I am talking to an attorney and asking If I have a case because if I do I will happily see you in court. If you would change your wording from unlimited to the set amount it would be different but your using a term that people read as unlimited as no amount and they buy a plan only for you to shut them off and Tell them about some garbage fair trade policy. How is it other companies tell you unlimited and you get unlimited. For example, Straight Talk tells you unlimited talk and text and data and they have a 250 GB cap on their data And that is impossible to reach a month if your only using your phone on that service. If you have Gaming system hooked up To that service it would still be very hard to go over that cap. What you're doing is setting the bar at a ridiculously low amount of minutes when it's 2024 and people don't sell minutes usually. Your company is very crooked and using deceitful practices. 

  I had nothing but problems with your service. Before the issues with the cell phone minutes the service was garbage. Most of the time, I could not use my phone because I cannot make no calls Or no one would be able to call me. It would say my phone was not on a network. It happened every day it seemed when I would go to the store. I don't know how to explain what happened but it was ridiculous and my data did not ever work. That's why I never used no data on your plan. It's like you have the service rigged against people in this country that don't have money for service.
  

  
  
  Sincerely,
  
  *************************

  Business response

  08/22/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/25/2024

  More Information...I am not satisfied with the outcome with Qlink. Qlink you knew I was transferring my number to a different carrier where unlimited is unlimited. Why are you crediting my account with minutes when I'll never be able to use them. Where is the fairness in that. I contacted customer support through ********************** on Saturday and had a 72 hour hold lifted from Qlink so my number could be transferred to Straight Talk. My phone was off from Saturday to Thursday because Straight Talk attempted to transfer my number out of Qlink on Saturday and we thought everything was successful but something happened and it wouldn't go through so I had to find another phone to use and could not get one till Thursday, 5 days without a phone. It's ridiculous the trouble I went through and it's unacceptable. Especially when I have a Medatronic Heart device implant and need my phone. Everything I didn't want to happen, happened anyway and I was without a phone for 5 days. Qlink should have known they couldn't reach me because my phone number was never transferred out because my number was somehow mysteriously blocked on Saturday and should be investigated. I only had that phone to communicate on. I attempted to reach Qlink through Messenger and I have no idea what happened on Saturday but I was told I needed to use a different phone from the one I was using and couldn't get a different phone to use till Thursday. Qlink if you had any common sense you would have known my phone was off because of an issue on your end but you should have known you could have reached me through wifi means by using messenger but of course there was a major miscommunication within Qlink because this whole ordeal feels as if it was out of spite. My number through Straight Talk worked on Saturday for a short lived period but something happened. If the 72 hour hold on my number was lifted Straight Talk should have been able to transfer my number successfully without any issues. Instead when Straight Talk attempted to transfer my number it had to be blocked somehow for it to fail.

  
  I uploaded 5 pictures. I have 13 more I would like to submit for proof but not sure if I can

  Customer response

  08/27/2024

   
  Complaint: 22129796
  
  I am rejecting this response because:

  More Information...I am not satisfied with the outcome with Qlink. Qlink you knew I was transferring my number to a different carrier where unlimited is unlimited. Why are you crediting my account with minutes when I'll never be able to use them. Where is the fairness in that. I contacted customer support through ********************** on Saturday and had a 72 hour hold lifted from Qlink so my number could be transferred to Straight Talk. My phone was off from Saturday to Thursday because Straight Talk attempted to transfer my number out of Qlink on Saturday and we thought everything was successful but something happened and it wouldn't go through so I had to find another phone to use and could not get one till Thursday, 5 days without a phone. It's ridiculous the trouble I went through and it's unacceptable. Especially when I have a Medatronic Heart device implant and need my phone. Everything I didn't want to happen, happened anyway and I was without a phone for 5 days. Qlink should have known they couldn't reach me because my phone number was never transferred out because my number was somehow mysteriously blocked on Saturday and should be investigated. I only had that phone to communicate on. I attempted to reach Qlink through Messenger and I have no idea what happened on Saturday but I was told I needed to use a different phone from the one I was using and couldn't get a different phone to use till Thursday. Qlink if you had any common sense you would have known my phone was off because of an issue on your end but you should have known you could have reached me through wifi means by using messenger but of course there was a major miscommunication within Qlink because this whole ordeal feels as if it was out of spite. My number through Straight Talk worked on Saturday for a short lived period but something happened. If the 72 hour hold on my number was lifted Straight Talk should have been able to transfer my number successfully without any issues. Instead when Straight Talk attempted to transfer my number it had to be blocked somehow for it to fail.

  
  I uploaded 5 pictures. I have 13 more I would like to submit for proof but not sure if I can

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a disabled male, and I am trying to cancel service with the cell company BEFORE I ACTIVATE OR USE THE **** PHONE-which is specifically designed to assist the disabled- however the company is not allowing me to send back the unused cell phone and sim card I received and is forcing me to accept a devise that has been previously used and appears to be in an unacceptable condition. The cell phone is not suitable for my needs, and I am not able to use the cell phone as originally planned, without assistance. I tried having a relative aid in my return of the devise, but the company is refusing to assist my relative unless I provide highly personal information to the company that I did not have to provide in obtaining the cell phone application procedures. I JUST NEED TO RETURN THE **** PHONE THAT I RECEIVED YESTERDAY AND STOP THE PAYMENT PLAN FROM MOVING FORWARD SHOULD BE SIMPLE- BUT THE COMPANY IS FORCING ME TO CONTINUE WITH THEIR SERVICE

  Business response

  08/19/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/30/2024

   
  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

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sun August 11, 2024 I paid the additional money to upgrade to unlimited data. I still can't use the data past the original lifeline limit that was free. In addition I called the support line and after asking to speak with a supervisor, my service was shut off temporarily and my issues was never resolved. I just want a refund because I can't use the data I paid for.

  Business response

  08/16/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/16/2024

  More awful and suspect service from qlink. So I called to ask for a refund and the person I spoke with repeatedly deflected trying to fix issues I wasn't asking about and address things that weren't relevant to what I was talking about. After a long time on hold he said he was gonna down grade my service and send a ticket for the possibility of a refund no guarantee no accountability for swindling me into an "unlimited" data plan where I can't hardly use the service. I decided not to go through with the downgrade because I've never experienced such terrible customer service. And they still called me citing my complaint twice, the second time was to tell me my refund was denied even tho I told them specifically I didn't want the ticket put it for it because I knew the wouldn't honor it either way. In addition I turned off auto renew and got this message about and order for the cost of $30 for the first of next month. The suspect behavior never ends with these guys.

  Customer response

  08/16/2024

   
  Complaint: 22126330
  
  I am rejecting this response because:
  There was no good faith effort to actually resolve my issues.
  Sincerely,
  
  ***********************

  Business response

  08/19/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer response

  08/20/2024

   
  Complaint: 22126330
  
  I am rejecting this response because:
  Over and over again this company has shown it doesn't care about their customers. More over any "attempts" at addressing any issues I have had are ultimately useless. 

  So, this issue has not been resolved to any degree. I'm thoroughly dissatisfied and view qlink as scam artists.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to call them because i want to transfer my phone number to a new carrier and they never answer the phone which i am going to lose me phone number now

  Business response

  08/05/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July ******* my internet on my phone wasnt working I was notified that I was out of data (while using the free service), so I switch over to the paid services that are supposed to be unlimited, only for my internet to still not work. Can you say SCAM, how is it after I pay for services Im still having internet issues and this is a brand new phone so they cant blame it on that. Also good luck trying to talk to someone, theyre never hiring but always have you waiting over 30 minutes to talk to somebody even on weekends.

  Business response

  08/06/2024

  We at Q Link Wireless would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

*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. ↩