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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received this phone as a lifeline customer. It all of a sudden stopped working, when I contacted customer service they said that my SIM card was deactivated. They said I had to wait 7-10 days to receive a new free SIM card. I leave my house around 5:00 a.m and walk to the bus stop. This is definitely causing me a safety issue. I dont have any other phone to call for help if needed. I also never received a confirmation email to track whether they actually sent said SIM card. Its crazy because it happened two days before my benefits were to be replenished.
Business response
07/21/2024
Better Business Bureau
BBB Case # ********
*******************
To Whom It May ****************** understand that the consumer sought clarification regarding their device.
Our ************* team contacted the consumer on July 17th and 18th to assist. Ultimately, the calls to both provided numbers went unanswered. If the consumer has further questions or concerns, we encourage them to contact us directly using the information listed below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Multiple people came to my house telling my family they were going to give me a new phone. I finally came home and they came twice and shoved the phone in my hand and said its free and it wont interfere with my current phone number/service, I asked twice and they assured me. I get an email the next day saying my tru connect was cancelled. I called the tru connect and lifeline and both said he lied to me. So now Im not sure if the janky a** phone they gave me if I can take out the *** card and put into my phone. The phone they gave me was so slow and cheap. I am so angry,and this makes my life so much harder.Business response
07/09/2024
Better Business Bureau
BBB Case # ********
*******************
To Whom It May ****************** understand that the consumer sought clarification regarding their account.
Our ************* team contacted the consumer on July 9 to provide assistance. Ultimately,the call went to voicemail, which was full and as a result we could not leave a voicemail. The consumer is free to return to their previous service provider at any time by contacting them to initiate the benefit transfer process.
If the consumer has further questions or concerns, we encourage them to contact us directly using the information listed below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My service provider was changed without my knowledge. I called, no resolution was offered. I was denied transfer to a supervisor. Instead ****** put me on hold for about 30 minutes and pretended to be the supervisor. Accused me of being drunk. My service was never restored. Call was made 2:15 ish. 2:45 transferred. (PST)*****************.Business response
05/20/2024
Better Business Bureau
BBB Case #********
***********************
To Whom This May ********
We are sorry to hear that the consumers ACP benefits were ported from StandUp Wireless by another service provider without their authorization. We were not responsible for this change taking place.
On May 7th we received a notification from NLAD that the consumer moved their ACP benefits to another provider. As a result, we fulfilled our obligations by removing the services from their account, which was completed within 24 hours of receiving the notification.
StandUp Wireless is unable to prevent a benefit port and we are unable to verify where the benefits were transferred. However,the consumer can reapply online at www.standupwireless.com if they wish to return their benefits to StandUp Wireless.
StandUp Wireless considers this issue resolved. If the complainant has further questions or concerns, we encourage them to contact us directly using the information provided below. If they have any additional questions, they may contact us directly at the contact information included below.
Email: **********************************
Phone: **************
StandUp WirelessInitial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased phone which was a replacement and every since been with this company I've had so many issues with phone period! I contacted customer service support to get refund for this crappy phone and have not received any emails from standup wireless yet!!!Business response
05/23/2024
Better Business Bureau
BBB Case # ********
*******************************
To Whom It May ****************** understand that the consumer encountered issues with their device.
On May 21, our ************* team contacted the consumer regarding this matter. Regrettably, we have not received a response.To proceed further, it is imperative that we have a conversation with the consumer. Therefore, we encourage them to contact us directly using the information provided below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessCustomer response
06/04/2024
Complaint: 21693981
I am rejecting this response because: I am making a complaint again .I have been trying my hardest to resolve issue with this company I'm very unpleased with solution I'm getting . I just want my refund back that's it that's all. This has been such a headache from beginning until now!
Sincerely,
*******************************Business response
06/12/2024
Better Business Bureau
BBB Case # ********
*******************************
To Whom It May ****************** understand that the consumer encountered issues with their device.
As we previously stated, to proceed further, we must have a conversation with the consumer.Our ************* team contacted the consumer on May 21st and June 11th regarding this matter but have not received a response. Therefore, we encourage the consumer to contact us directly using the information provided below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
04/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They company is afflaited with StandUp Wireless and also vortex phones company don't know there corporate name but I need to report here to company's and phones cause people been giving them out and also around me look like hacked my device, some of the staff *** people they giving the phones to.... reporting it cause that's hacking and fraud , I don't have a government phone at all dont need one , *** had on in years... I have my own phone that comes with mintues and enternet.... Reporting the company standup wireless and vortex phones whoever there with there ****** and giving them out I my city ********** la don't know ow where there main or corporate office is just picked a location... I am assuming that there all connected so it doesn't matter which one I pick....And also the cable line company vextus....and optimumBusiness response
05/06/2024
Better Business Bureau
BBB Case #********
*********************************
To Whom This May ***************** take such matters seriously and appreciate the opportunity to address them directly. However, we deny all allegations made against us.First and foremost our devices are designed with specific capabilities and functionality to enable individuals to be connected to their local communities. StandUp Wireless operates with the utmost integrity and adheres to the highest ethical standards in all our dealings. We have conducted a thorough internal review and have found no evidence to support the allegations.
StandUp Wireless considers this issue resolved. If the complainant has further questions or concerns, we encourage them to contact us directly using the information provided below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My service was transferred to another provider without my knowledge or authorization. When my account was deactivated I called Standup Wireless and they refused to fix the problem. They just keep sending me back and forth to the other companies (acp & national verifier). I called the other company and was informed my account application was still open and was told I can request it transferred back. I go back to standup and they refused to get my account back that if they did transfer it back itll have to be paid by me now instead of the provider. They tell me to start the process over again online and provide a link but when I tried to reapply it tells me I cant because Im already being provided service. They are horrible at actually assisting you and to contact their customer service team was useless and it honestly is a fraud scheme to have people of lifeline and acp forced to buy and pay their services insteadBusiness response
03/26/2024
Better Business Bureau
BBB Case #********
***********************To Whom This May ***************** understand that the consumer encountered issues related to their benefits.
After initiating a benefit transfer, where the consumer chooses their new service provider, their account is deactivated. Our ************* team reached out to the consumer to gather more details about this issue.
In the conversation on March 25th, the consumer was notified that their account had been reactivated as per their request. Moreover, the consumer, who currently doesn't have active benefits with StandUp Wireless, was advised on the process to reapply for services. She indicated that she plans to apply on April 1st.
StandUp Wireless considers this issue resolved. If the consumer has further questions or concerns, we encourage them to contact us directly using the information provided below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
01/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I receive phone service through StandUp Wireless. Today I started having issues with my cellphone it was not charging. I contacted StandUp to see about getting a replacement phone. The representative told me that in order to do so it would take a week that I would receive an envelope and would have to send the phone back to be tested then they would determine if I could get a replacement phone or I could buy a new phone. The representative pushed the purchasing a new phone. I have only had my phone less than a month. I believe this is deceptive practice in order for StandUp to make money off of their services and to leave the consumer with no phone. I asked to speak to a Supervisor but was on hold longer than 10 minutes leaving my phones battery draining. This act was done intentionally.Business response
01/19/2024
Better Business Bureau
BBB Case # #********
*********************To Whom This May ***************** investigated the claims made by the complainant. Our ************* team called the consumer on January 16th to discuss their in-warranty replacement options, but the call was not answered.
To proceed and reach a resolution, we ask the consumer to contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessBusiness response
01/19/2024
Better Business Bureau
BBB Case # #********
*********************To Whom This May ***************** investigated the claims made by the complainant. Our ************* team called the consumer on January 16th to discuss their in-warranty replacement options, but the call was not answered.
To proceed and reach a resolution, we ask the consumer to contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
11/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stand up wireless offered me a phone and tablet to switch from carrier SafeLink. They did not deliver phone service. They said the problem was bad sim card and ordered it to be sent to me. I tried to port my number over from Safelink but Standup Wireless refused to fix the problem or get on a call with my old carrier. They just keep sending me back and forth to the other company to start the process over again. I've been doing this back and forth over two weeks. They always tell me there is nothing they can do to fix it with the other carrier. It's a he said she said that is an endless loop. With no solutions. I would switch back to SafeLink but my tablet would stop working I guess because of proprietary information. It would lock me out from getting a usable tablet from another carrier because in the system it would show I already have a tablet. I could not speak to a supervisor of the person that described themselves as a supervisor. The company doesn't offer weekend support so I can't get help til Monday's. I want them to unlock my tablet for use with WiFi or other carrier. I want them to erase that I got a tablet from the database.Business response
11/17/2023
Better Business Bureau
BBB Case # ********
***********************To Whom This May ***************** were sorry to hear that the consumer experienced additional issues porting their number.
Over the last week we have provided the consumer with technical assistance on this matter. Our ************* team spoke with the consumer today and advised him on the steps that need to be taken by his previous service provider to proceed in this process.Additionally, due to federal law, we are unable to remove their name as a recipient of an ACP tablet.
The consumer may contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessInitial Complaint
11/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In october 2023 I became a customer of Stand up ********************** for my lifeline phone and ACP benefits. On October 26th my benefits were transferred without my permission or consent to another company. I informed stand up wireless and asked that my service and benefits be transferred back but they refused saying i had to wait until november 1st to reapply all over again. Since then I have sent four applications to their email and filed out one on their website but the keep telling me they never received any of them which is not true since i received an email saying 1st, my application was denied then saying they already provide me this benefit. Calling their customer service has been a nightmare as their operators speak broken english and continue to tell me to send another application. I checked with lifeline and I am eligible for both benefits. Stand up wireless bad customer service is very troublesome as this is a government program and they are simply not going by the rules.Business response
11/17/2023
Better Business Bureau
BBB Case # ********
*****************************To Whom This May ***************** were sorry to hear that the consumers benefits were ported away from StandUp Wireless by another service provider.
The claims made by the complainant were thoroughly investigated. According to our records, we do not have any pending applications associated with this consumer. To learn more about this issue and assist, we contacted the consumer but have not heard back.
For us to provide further assistance, we request that the consumer contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessCustomer response
11/17/2023
Complaint: 20833169
I am rejecting this response because: I have sent at least five different applications to stand up wireless. Stand up wireless is lying when they say they have had no response from me as I have not only called them 15 times but spoke to a representative who responded to this specific complaint just yesterday who States she still couldn't figure out the problem but would contact her supervisor and get back to me today which I haven't heard from as yet. Why stand up wireless would blantly lie to the BBB is beyond me. But I am still waiting for the supervisor to correct this problem
Sincerely,
*****************************Business response
11/27/2023
Better Business Bureau
BBB Case # ********
*****************************To Whom This May ***************** contacted the consumer on November 20th, after the previous contact on November 17th.
Once again, we confirmed that we do not have records of the consumer's paper applications. As our ************* team was speaking with the consumer to review their options including applying online, the call was ended by the consumer. Currently, the consumer does not have active service with StandUp Wireless.
For us to provide further assistance, we request that the consumer contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp WirelessCustomer response
11/27/2023
Complaint: 20833169
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
10/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was approached on street about free phone and they told if I have state insurance all is free. The words acp or any other govt program was never mentioned. I had acp set up with my home internet provider.She went on to open the free phone up asked me some for some info last 4 of s.s.n. set up phone and send your good to go I'll get an email about the service and can get a tablet for 10 dollars..sounded good to me. I had no idea that she was transferring my acp to their service. Was never asked if I consented to this transfer nor did receive any paper work detailing the service or transfer of acp service. 2 days later my internet service sends me notice that they are ending my acp benefits. I had no idea why..after some digging I learned of this scam..praying on people to transfer their acp benefit.As soon as I found out I called standup and cancelled the service and asked them what I should do with the phone..they said they would process cancellation in24 hours.I said what do I do with phone..he answered keep if you like it was free..i double checked with him that I don't want it..they can have it back..he insisted it was free..This practice can't be legal..im going through..the application process to transfer my acp back to my internet service for which I have to wait till first of next month..They are doing this solely to steal and transfer govt acp benefits from people that are unaware..the street vendor was vague and quick. They better not charge me for this phone or tablet..they can have it back..if icould find this vendor I would give them to her back..Send me posting label and I'll send them to you...people beware of this.They train and send these people out to streets, thrift store, and shelters for the poor to scam them..this needs to be reported and some how stopped. I never consented to any of this..lured in by a sign for free phone!!!!Business response
11/02/2023
Better Business Bureau
BBB Case # ********
***********************To Whom This May ***************** investigated the claims made by the complainant. According to our records, on October 24th, 2023 the consumer authorized the transfer of their service via the Affordable Connectivity Program (ACP) Connected Device Claim Form. On October 27th,the consumer transferred their services to another provider.
If they have any additional questions, they may contact us directly at the contact information below.
Email: **********************************
Phone: **************
Best,
StandUp Wireless
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Customer Complaints Summary
45 total complaints in the last 3 years.
13 complaints closed in the last 12 months.