ComplaintsforQ-Link Wireless LLC

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a free lifetime phone ******* as i am on SSI and Medicaid. I ordered their services on December 2nd 2021 . I was told everytime i called that it is on a shipping queue since December 7th 2021 . I been waiting a total of 16 days for them to ship my sim card . They told me they changed shipping partners from USPS to Amazon . I called today on December 13th 2021 and this was 8 different times i was told i be transferred to a supervisor and then the call disconnects everytime they say i will be transferred to one . I have a feeling there is no supervisor at QLink nor its a business with integrity. I then file a contect email request as they tell me to call as they can not assist me over email and i called 3 more times asking for a supervisor and everytime it disconnects when they say i will be transferred to one .

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/21) */ 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: Complaint Response Date bumped because: Holiday Consumer Response /* (3000, 7, 2021/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business. They claim it was the holidays when i placed this order on December 2nd 2021 and just recieved it today . They told me my phone will be compatible with their network . I call them up today to find out it doesnt when i spoke to someone who clealry doesnt speak fluent English and appear to be in a india call center . Extremely rude and how they made me try to pay for a phone theough their site instead of helping me solve the issue . Business Response /* (4000, 9, 2022/01/03) */ We at Hello Mobile 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

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've had a QLink Wireless account for the last several years (Enrollment ID: XXXXXXX)(ph# XXXXXXXXXX), they are switching to 5G and on 12/9/21 I was told by a CS rep that my current phone will not work with the new 5G SIM card that they need to send to me, I was told that I needed to purchase a new phone and that a SIM card would be sent with the new phone, but when I received the phone there was no SIM card in the box, I have contacted them several times to explain the situation and every time I end up getting hung up on by ******** *******... I have a new phone that I paid $79.95 for that does not work because they failed to send the new SIM card with it, and their ******** ******* department is absolutely worthless and is not willing to help me with this issue!!!

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/21) */ 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: Complaint Response Date bumped because: Holiday Consumer Response /* (3000, 7, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) the statement made in the response from QLink is a lie, they are stating that I contacted their ******** ******* and requested a cancelation of the SIM card *** shipment, and although this is true, the part they are conveniently leaving out is that I did this because the shipment had been listed as status: processing, and shipping: pending for several months prior to me calling, in that call I requested the cs rep cancel the pending SIM card ***, and then enter in a new order in the hope that it would release the previous pending order, and a SIM card *** would finally be shipped out... regardless, after being continuously screwed over by QLink I chose to apply with another ******* provider, Access Wireless processed my application, and I had a new smart-phone withing 4 days, I am so glad to finally be done with QLink and their horrible *******!!! FYI, I should have been able to take my old lifeline cell number (which I had for several years) with me to my new lifeline provider, but QLink decided to be complete jerks about it, and refused to release my old cell number to Access Wireless... but that's just the typical QLink quality ******** ******* that every ******** eventual comes to expect from QLink!!! I refuse to accept Qlink's response because they refused to release my number to my new provider!!! Business Response /* (4000, 9, 2022/01/05) */ 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

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had ******* with this company for more than five years. They recently change from 3g to 5g ******* and told me that my current free phone (government assited) was not compatible. They said i would have to pay to upgrade my free phone. I bought a $20 phone and cannot set it up. The only way you can contact them is by phone and since this is my only phone ,they will not help with setup.There is no operators manual and their suggestions do not work.Now this phone is buzzing,over heating and very hard to use.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/09) */ 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: Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has been 4 days and i have not received a shipping label. I told Q-link that i do not have a printer and they said the label would be mailed. These problems would have been so easy to resolve by supplying an owners manual and a phone that works right. Thank you Business Response /* (4000, 9, 2021/12/21) */ 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: Complaint Response Date bumped because: Holiday

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 26th, I got a new phone. It was a Lifeline phone. All was good... or so I thought. Here's the problem. About two weeks prior to this date, I was told I could get a phone from a company called Q-Link. So, I went on line to learn more. Q-Link offered no information about the phone; it only asked for information. So..., hopeful of receiving information (specifically about whether they provide an actual physical phone), I provided all the personal information they asked. Much to my dismay, I was then told I had "successfully submitted" my application! Applying was not my intent! I would have expected a "submit application" button, so the I could decide I was submitting an application, not them! The saving grace was that I had no phone, so no account was ever activated, and I received an email from Q-Link warning my application would be terminated, and another telling me the application was terminated. Then I got a Lifeline. Suddenly, without warning, my Lifeline cell phone ******* was shut off. I received an email from Q-Link with my new account number and a was mailed an activation card from Q-Link for my new phone. Evidently, Lifeline is under no obligation to verify with me, the ********, the accuracy of Q-Links claimed rights to my cell phone. This is a disservice to the ******** and needs to be fixed. I would really like my old account with Lifeline restored, along with a letter from Q-Link that my account is terminated and was only ever started in error. Could you help me? I've been without a phone all this time. Let me add that I would NEVER dream of agreeing to the terms of Q-Link's contract. I'd sooner do business with Satan. Honestly, I was so aghast so put it mildly by their terms, that part of why I continued answering questions was to get the full impact of just exactly how potentially destructive to me, personally it would have been to do business with them. Thank you so much.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/12/09) */ 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: Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Q-Link took away my cell phone *******, provided by SafeLink Wireless. It did not help me to restore it. I am still trying, on my owwn, but the records of this account have been deleted. I have tried to reach out to Q-Link; unfortunately, in order to talk to Q-Link, I must first provide my information. I don't want to do that, because THAT is precisely how they stole my cell phone account in the first place. I do not want to do business with such a company. At this point the only thing they can do to help me is guarantee me that will never misconstrue the information I provide as an application nor attempt to start business with me ever again. Business Response /* (4000, 9, 2021/12/21) */ 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: Complaint Response Date bumped because: Holiday

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Qlink Wireless said they sent me a phone and would send me an email with the tracking number? Where is it? Qlink Wireless told me to call in. I was led through an endless maze of numbers but never got to speak with a human being. In the past when I finally got someone on the line, the person spoke such bad English that I was left guessing what was being said and obviously, the person on the line did not understand me. Apparently, Qlink Wireless thinks that persons living on government assistance don't deserve decent *******. I was sent a SIM card but no phone. I was sent a tablet that I never requested that I cannot use instead of a phone. Contacting Qlink Wireless always leads me back to calling them and being put through a torturous maze of different departments, none of which seem capable of understanding what I say and certainly aren't providing adequate *******. They will blame me, but the list of errors that they made were not of my creation.

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/09) */ 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: Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Months ago, I asked the simple question: does Qlink Wireless offer Lifeline ******* to residents of the District of Columbia? To date, that question has gone unanswered. Maybe writing the question in English wasn't understood, but a simple Yes or No answer was all that was required. Qlink Wireless can think that the case is closed, but if the answer to my question is no, I want to return the phone and get a refund. I have lived in the District of Columbia since April 2003 and have no plans to leave it. Business Response /* (4000, 10, 2021/12/16) */ 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: Consumer Response /* (4200, 12, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I emailed Qlink Wireless months ago asking the simple question: does Qlink Wireless offer Lifeline services to residents of DC. What response did I get? An email to call them because, according to them, the issue could not be resolved via email. I do not understand why a simple Yes or No answer requires me to call Qlink Wireless, be put through dozens of possible choices none of which are about my question, and finally to get someone on the phone who sounds uncomfortable and who has trouble understanding what I am saying, AND STILL NOT GET AN ANSWER TO MY QUESTION!!! When a simple Boolean response is all that is needed, that can easily be sent via email; refusing to do so and putting a ******** through a long ritual that still does not give me an answer is worse than absurd. It seems that Qlink Wireless supports the notion that customers with limited incomes do not deserve decent *******. That was enough for me to part company with them in total anger and disgust.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ***** ***** and I take care of my brother's Michael *****'s business for him. His Enrolement ID is XXXXXX. Qlink said we had to buy a new phone because the one Michae had wouldn't work with the new required SIM card. I paid for a new phone on 10/29/2021 but the phone has not been delivered. Without our knowledge or permission, Qlink gave Michael's phone number to someone else So when you try to call him you get another person. After many many conversations with Qlink I bought another phone number for him but it reached the same person as the old number. Then Qlink sent a tabet that we did not order and do not want and apparenty we have no choice but to keep it and pay for it. There is no one at ******** ******* that speaks English as a first language and getting them to understand your concerns if very difficult. I have emailed tham and ask for some to call and they never have. This has got to be the most disreputable company I have ever had the misfortune to have dealt with. I woud like to have my $19.99 rfunded or the phone and I want an apology from Qlink for all the trouble they hve cause us.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/09) */ 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: Consumer Response /* (2000, 7, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with Qlink & was told I would be receiving a tablet when they got them. I moved after months of waiting on this tablet. I had called in to check to make sure my phone would have coverage at my new address & was told yes I would. They finally sent out the tablet but sent to old address when they we're given my new address. The new owners sent the tablet back after she had received in on 11/20/2021. I had got notice that package had been sent back to Qlink on 11/27/2021 & went on their site to check for delivery address which still showed my old address so I updated at that time to make sure it could be sent back to me. I called & spoke with a supervisor who told me they would not re-send because old address had not been changed. That's BS because I had spoke to a woman prior to my move & gave her my new address.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/07) */ 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: Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called these people back in august to make sure that my ******* would work in the area I moved to. I gave lady the UPDATED address at that time & she checked to make sure phone would have ******* here. So the address was SUPPOSED to be UPDATED at that time. YES I did check Qlink site for info on tablet in November to see where it was at that time to find my address had not been updated that is when I started calling them. I don't accept their response as I opted for a tablet instead of a phone & have got NEITHER. I was told by one of the many people I spoke with by phone they received the tablet back & would NOT re-send it. I feel the new address NOT being UPDATED is on Qlink. From what I understand Qlink has a huge problem sending out tablets or phones that people have paid for & are under investigation. Business Response /* (4000, 11, 2021/12/09) */ 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: Consumer Response /* (4200, 13, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have proof that when I returned a call to Qlink after being disconnected by another one of Qlink's employees 12/08/2021 when I had called that I was on the phone for over 22 minutes talking to her & being put on hold not once but twice only for her to come back & repeat that Qlink would not be resending the tablet out.I have that called time stamped. So there Qlink is lying saying I refused to be assisted. That's a long time on phone to say I refused to be assisted. I had been informed in prior conversation with Qlink employee that Qlink had received the tablet back after it was sent to old address & they would not resend. I do NOT accept their excuses & I am also filing with federal trade commission as I will make sure government see how's tax payers dollars are being scammed by this company.Of course you don't show I called in prior to tablet being shipped because your employee apparently FAILED to note the change of address!!! Now...I would like to receive the tablet I waited MONTHS to receive & never got

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had to file a complaint against q Link because of how they handled orders for the new phones that they had offered. Now I'm having issues with them banning me from porting my old number which I have had for about 10yrs (maybe more) to my new carrier and device! In about 11 days my old phone will not be usable because they are changing to 5G. But for some reason true connect cannot Port my number even though when I called q Link their automated system said my ******* was still active. But trueconnect says q Link has a locked my number. If you can look at this old case BBB Complaint Case# 90656416 (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXXX). When I got my trueconnect phone I requested to Port my number at the time the number was still active and according to q Link it is still active. I just want to keep a number that I have had from the very beginning of the government free phone *******.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/09) */ 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: Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the reason I do not accept their response, yes I did call for the number to be ported but QLink didn't give enough time for me to receive the SIM card from trueconnect to activate the porting process. Trueconnect had to mail me a new SIMs card which took 7 to 10 business days. But because q Link didn't factor that into the situation I lost a phone number that I've had since Obama phones came out. Again q Link has shown why I believe I made the right choice in leaving their *******! They do not care about their customers for if they cared this would have been factored in to the process of me switching companies the fact that the new company would have to send a new SIMs card out! I don't know if there's a way they can reactivate that number my guess is probably not! Business Response /* (4000, 9, 2021/12/15) */ 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: Consumer Response /* (2000, 11, 2021/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Unfortunately I have to accept the fact that they dropped the ball on this. The fact still remains that they exhibited extremely poor ******** care and *******! There is no way that number should have been canceled as quickly as it was canceled for the simple fact that they were going to disband it on December the 15th anyway. It is there complete responsibility and fault that all of this happened in the first place! For number one they did not even tell us the customers that they did not have enough free phones to go around and also they messed up on the tablet issue as well. I responded to every email they sent out to me regarding a free phone and a $10 tablet or free tablet whichever it was! I got to order number for the tablet but never any response on my order for the phone! It wasn't until I called them questioning them about this transfer from 4G to 5G that I found out that they did not have enough free phones for their customers! That is unacceptable ******** ******* practices! Moving forward I hope that this company learns from this mistake and corrects the issues that they have!

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for the government program for the Emergency Broadband Benefit that issues a free tablet. I was never informed that I was accepted or that a package was shipped. Now they put a charge on my account and are saying it was already delivered when I never received the item. The tracking number is TBAXXXXXXXXXXXX and the carrier is Amazon. Amazon said to contact the shipper for resolution and they are not helping at all. The shipping address is a post office location that closes at 5pm weekdays and 1pm on Saturdays. The tracking number shows item was left on "porch" after 7pm.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/07) */ 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: Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response I'm not asking for a co pay to be waived. There should be no copay because the merchandise is not in my possession. My complaint is I never received the tablet which says it was delivered to a closed business. That makes no sense and qlink fails to address the issue. They can see the tablet is not activated on my account nor have I ever used it because I never recieved it. They refuse to offer any solution or replace the stolen merchandise. Business Response /* (4000, 9, 2021/12/09) */ 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: Consumer Response /* (4200, 11, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business generates the same generic response. I did not say I understood anything. A representative called and said they can't ship another tablet even though she knows I never received it. I asked her to stop calling me with no solution. This business refuses to address or correct the issue and I'm not ok with that. ******** ******* is very poor, this situation was mishandled from the beginning and they refuse to take accountability. I'm not valued as a ******** and I will gladly no longer be one of Qlink.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  q link mobile in Miami Florida sent me an invalid tracking number and i was not able to get any one that was at all competent on the phone and they refuse to put some one on the phone a manager that was in the USA that speak the English .

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/03) */ 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: Consumer Response /* (3000, 7, 2021/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They left me a voicemail saying , The sim card was shipped to Nevada I needed one over nighted to me thanks you **** ********* 7500 woodley road richmond, va XXXXX Business Response /* (4000, 9, 2021/12/07) */ 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. ↩