ComplaintsforStandup Wireless

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Initial Complaint
09/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I received an email from StandUp Wireless thanking me for my service. I was highly alarmed because my service has been with ******* for the past 17years. I ****** searched StandUp Wireless and found a customer service number (**** ********. I called the number & spoke to a representative by the name of J***. I advised him of the issue. He asked for my email address & I provided it to him, he confirmed that he found an account using that email address. I advised him that I did not authorize service with them & asked to speak to someone in their fraud department. He refused and proceeded to ask me for my date of birth, I refused to provide him my personal information & again requested to speak to someone that can help me. I was denied I highly concerned that for the safety & integrity of my personal information & the careless nature in which this company handled my concerns
Business response
09/13/2024
Better Business Bureau
BBB Case # ********
****** ****
To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

Our Customer Care team contacted the consumer on September 10th regarding this matter. Unfortunately, the consumer ended the call during the conversation. During the conversation referenced in the complaint, the consumer was asked by the Customer Care team to verify their information, to gain access to the account for review. This is a necessary industry standard security measure to verify claims and proceed with a potential closure of an account. We are unable to proceed without the consumer providing this information.

If the complainant has further questions or concerns, we encourage them to contact us directly using the information provided below.

Email: ***************************
Phone: **************

Best,
StandUp Wireless
Initial Complaint
08/21/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Received an email thanking me for choosing StandUp. I didn't enroll in their program. I contacted their company via chat and their Rep was of no help. I need to verify that someone didn't use my information to enroll in their program.
Business response
08/28/2024
Better Business Bureau
BBB Case # ********
***** *********

To Whom This May Concern,

We understand that the consumer sought clarification regarding this account.

Our Customer Care team contacted the consumer and left a voicemail on August 26th. Our records indicate that the consumer failed to provide our Customer Care team with the necessary information to investigate their claims.

Ultimately, we have not heard back. We will need to speak with the consumer and encourage them to contact us directly using the information listed below.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Initial Complaint
08/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
As of today August 4th 2024 I have no data when I don't know how cause they reloaded my benefits on the 29th of July and I also bought a plan that is not expired until August 29th and You can't get a hold of anyone at the company.
Business response
08/12/2024
Better Business Bureau
BBB Case # ********
***** ********

To Whom This May Concern,

We understand that the consumer sought clarification regarding this account.

Our Customer Care team contacted the consumer on August 5th and left a voicemail regarding this matter. We contacted the consumer again on August 8th and left an additional voicemail. Ultimately, we have not heard back from the consumer.

StandUp Wireless considers this matter closed. If the complainant has further questions or concerns, we encourage them to contact us directly using the information listed below.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This happened before this is my second report for the save reason. Once again I received a message and email stating my service was transferred I did not transfer my service or applied anywhere else so I contacted standupwireless and was told that it was an issue that I had to fix with life line. I was finally able to borrow a phone because they send these message and then cancel your service so any calls to help correct this can’t happen. Life line close the multiple applications from my old address and unknown address leaving only 1 active account which they provided me a number to give to the phone company. I contract standup as was told to give them the number lifeline gave saying that’s the active account to activate my service. L*** S stated my account is closed they will not reopen it and that what life line stated was wrong because they don’t do that and I would have to re apply. If I re apply then that would open a multiple account with life line causing further issues again. As a disable person I have missed phone appointment with social security. Medical transportation company can’t reach me for my medical commute. I have missed doctors trying to reach me my 1 year is scheduled for surgery I can’t reschedule my daughter pulmonary I can’t reschedule all my medical appointments this is sooooo frustrating and it’s a game the customer representative are dismissive and not clear.
Business response
07/30/2024
Better Business Bureau
BBB Case # ********
******* ****

To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

Our Customer Care team contacted the consumer on July 25th to further assist. Ultimately, the phone was out of service. On July 26th we followed up by email but have not heard back. If the consumer has further questions or concerns, we encourage them to contact us directly using the information listed below.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Business response
07/30/2024
Better Business Bureau
BBB Case # ********
Joannie Cruz

To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

Our Customer Care team contacted the consumer on July 25th to further assist. Ultimately, the phone was out of service. On July 26th we followed up by email but have not heard back. If the consumer has further questions or concerns, we encourage them to contact us directly using the information listed below.

Email: ***************************
Phone: **************

Best,
StandUp Wireless
Customer response
08/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
1. if they cancel my phone how can they attempt to call me I won’t have service!
2. I never received an email to clarify anything that’s why there isn’t a response.
3. I never received anything by mail either with a process explanation nothing.
4. I called lifeline and there was nothing about having to clarify or verify my address.

Regards,

******* ****

Customer response
08/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
1. if they cancel my phone how can they attempt to call me I won’t have service!
2. I never received an email to clarify anything that’s why there isn’t a response.
3. I never received anything by mail either with a process explanation nothing.
4. I called lifeline and there was nothing about having to clarify or verify my address.

Regards,

******* ****

Business response
09/10/2024
Better Business Bureau
BBB Case # ********
******* ****

To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

We are sorry to hear that the consumer’s Lifeline benefits were ported from StandUp Wireless by another service provider without their authorization. We were not responsible for this change taking place.

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. This consumer doe does not have an active account with 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.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Business response
09/10/2024
Better Business Bureau
BBB Case # ********
******* ****

To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

We are sorry to hear that the consumer’s Lifeline benefits were ported from StandUp Wireless by another service provider without their authorization. We were not responsible for this change taking place.

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. This consumer doe does not have an active account with 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.

Email: ***************************
Phone: **************

Best,
StandUp Wireless
Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
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.
I'm trying to see the usage of minutes on my cell phone. On the 16th of June I received a text informing me I had used 1000 minutes and needed to buy more. I added 500, then on the 20th I received another text saying the same thing, I added another 500 minutes. When I called Standup wireless today ( 6-24-24) the automated response said I had about 230 minutes left. When I contacted them online for a chat, I was told I had 364 minutes left. I asked for a site where I could check my usage. Was told to download their app, which states that the app was created for an older version of my phone. Therefore I don't have a way to see for myself the usage. I relayed this information to the agent I chatted with (Ivan R) . His response was " I told you that you have 364 minutes, is there anything else he can help me with, at that point I said no. When checking history on my phone, what they say I used and what's in my phone is not matching. Also from what the automated response from the company (611, Standup wireless) gave and what the chat provided is at least 130 minute discrepancy . I feel as if I should be provided access to see my usage of minutes on my phone. Please help me. Because this not good customer service. I'm not asking for anything major. It should not be this hard to get what I'm asking for. A legitimate site where I can see my account usage. Thank you
Business response
07/02/2024
Better Business Bureau
BBB Case # ********
***** ****

To Whom It May Concern,

We understand that the consumer sought clarification regarding their account.

Our Customer Care team contacted the consumer on July 1st to assist them. Ultimately, the consumer advised that they no longer needed assistance and ended the call.

If the consumer has further questions or concerns, we encourage them to contact us directly using the information listed below.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Initial Complaint
03/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I switched to Standup Wireless Jan 29, 2024 due to being told Qlink didnt have acp.I received my phone March 7, 2024. I was only able to make calls out or have incoming calls, There was no internet to use or be able to read my emails. I was told that on my benefits were transferred to Global Communication, I didn't do it and asked them to fix it. two weeks passed and I called again many times to fix the problem because Standup Wireless is Global Communications and they said they were not but are. Call 3/19/24 and asked why they have not fixed the problem . I was given the run around and was told I had to contact acp. they said Standup Wireless transferred my acp benefits and they had to fix it. Stand up wireless transferred it to there own company Global Communications. Several agents told me they were different companies, but that lied. They are the same company. Nothing was done and as of 3/20/24 i still do not have my benefits on the phone. I reached out to QLink and asked them to transfer me back to them because their rep told me wrong in Jan 2024 that i had to leave their company due to them not having acp anymore. QLink requested the transfer of my benefits on 3/19/24 and sent me sim card overnight. I can not use the phone because Standup Wireless has a full block on the phone and said I have to stay with them. I told them they are lyre's and moved my benefits without asking me and haven't had service since I got the phone on Feb 7 2024. I Wanted the phone unlocked. They said no and to send the phone back. I said, send me a prepaid label and box. They lied to me, took my benefits and now acp is on a hold until April 1 2024. I dont have a phone, no service, no acp till April 1 2024. I dont have money to buy a phone. To get one is $200. I want reimbursed from Standup Wireless due to the fact they refused to fix or help me or fix their mistake or unlock the phone for me. Qlink requested my stuff from Lifeline and acp back to them. I have no phone and no money.
Business response
03/27/2024
Better Business Bureau
BBB Case #********
****** *****
To Whom This May Concern,
We understand that the consumer encountered issues related to their benefits.
First and foremost, the benefit transfer process is initiated by the consumer, who selects their new service provider. Therefore, we reject the allegations made by the consumer.
Our Customer Care team spoke to the consumer and explained the phone unlocking policy, which states the consumer must maintain service with SUW for six consecutive months before phone unlocking can take place. The consumer stated that they understood this, which explains why we were not able to unlock their device, as they requested.
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: 1-800-544-4441

Best,
StandUp Wireless
Business response
03/27/2024
Better Business Bureau
BBB Case #********
****** *****
To Whom This May Concern,
We understand that the consumer encountered issues related to their benefits.
First and foremost, the benefit transfer process is initiated by the consumer, who selects their new service provider. Therefore, we reject the allegations made by the consumer.
Our Customer Care team spoke to the consumer and explained the phone unlocking policy, which states the consumer must maintain service with SUW for six consecutive months before phone unlocking can take place. The consumer stated that they understood this, which explains why we were not able to unlock their device, as they requested.
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 Wireless
Initial Complaint
07/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
called these ppl about the phone since July 12, the phone gets too hot, they took acp off and did not to put on, the phone msgs apps settings are missing ( screenshot) .install apps on my phone my apps in box . called this morning these po??want me to reset the phone for what? all data will be gone . they hung up minutes was removed over weekend , as I only have this piece of phone asked for another phone still nothing.. they tell you can bring your own phone but as soon as you do they say none match so something needs to be done this is false advertising and I have another phone they say match but for whatever reasons it don't if you can bring your own phone what's the problem? false advertising. I will contact federal trade commission also, but on the phone it will not let me. I want my own phone not government issued phones the phones are hacked as stand up always installing apps in the night.my apps always in box. pics I want to bring my own phone I don't know why these ppl tell you they have limited access no they have a lot.buyer, seller, middleman.. someone controlling these phones and the government know.um tired of filing complaints about these phones then these ppl come up with another hacked phone company.read reviews this service should never be rated 1 because it's sloppy as the rest...mortified older people suffer and I seen them with these government phones some are not fully aware how this works so I'm speaking for them too. I know people over 70 been scammed by these foreigners controlling these phones.
Business response
07/27/2023
Better Business Bureau
BBB Case * ********
******** *****

To Whom This May Concern,

We understand that the consumer experience issues with their device.

Our Customer Care team spoke with the consumer on July 12th, July 13th, July 18th, and July 26th to troubleshoot, however these calls were ended prematurely by the consumer, or the call was dropped, prior to a resolution being reached.

Ultimately, the consumer transferred their ACP benefits to another service provider, while maintaining their Lifeline benefit.

If the consumer has any additional questions, they may contact us directly at the contact information below.

Email: ***************************
Phone: **************

Best,
StandUp Wireless
Initial Complaint
04/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A standup wireless agent fraudulently sold me a tablet and free phone for ten dollars interrupting my *** program. Upon finding out what happened the following day I contacted standup ace they said they were reversing the program and would be sending me a shipping label to return the product and receive my refund is been several weeks and still no label no return phone call and I've asked them to call. Due to the fault being on their agent shopping should be a cost to them.
Business response
04/11/2023
Better Business Bureau
BBB Case # ********
***** ****

To Whom This May Concern,

Upon reviewing the consumer’s complaint, we sent the consumer a courtesy shipping label to return the tablet and phone, as they requested. Additionally, on April 10th, we processed and mailed a refund for their *** tablet.

If the consumer has any further questions, they may contact us directly at the below contact information.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless
Customer response
04/11/2023
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.

Regards,

***** ****
Initial Complaint
03/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My provider the government pays my phone bill every month, when i signed up for the standup wireless i was asked if i wanted to carry my unused minutes to the next month. Now the provider that pays my phone bill changed the payment from unlimited phone calls, text and 10 Gig data to 1000 min calls and 4.5 data. The carried over minutes were 15000 minutes that is unused that is already paid for and now the company said no you will not receive it because of our policy in another words they stole my already paid minutes and data. When i spoke to support they said yes you have 15000 minutes and like 25000 GIG of data and support said i don't know why i can't apply it to your account and he said he cant do anything about it. i called the next day and now i hear a game of we changed our policy well where is my carry over minutes and they said you are not getting it. They stole my minutes and data.
Business response
03/31/2023
Better Business Bureau
BBB Case # ********
******* ******

To Whom This May Concern,

We understand that the consumer would like to rollover their minutes from one data month to another.

Our records indicate that the consumer benefit ported their ACP service on February 17, 2023. As a result, their plan automatically changed to a non-unlimited plan. Furthermore, StandUp Wireless service plans do not roll over. If the consumer would like to review any additional information regarding our polices, they are outlined in our Terms and Conditions.

If the consumer has any further questions, they may contact us directly at the below contact information.

Email: ***************************
Phone: **************

Best,
StandUp Wireless
Customer response
04/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

******* ******, I was asked in the beginning what to chose and i chose the roll over minutes. The company owes the roll over minutes because it was paid for up front by ACP. I tried to recently reach the company but they won't answer my phone calls. Anyway i had their services turned off because i gave my plan to another company. Stand up wireless will not be my cell company any longer and i already throw away their sim card in the trash. I am contacting my case manager to address the issue with this company and to see if this company will return the money for the minutes they kept without my permission or the permission of ACP.
Initial Complaint
02/28/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I signed up to gwt the free phone with talk text and data and also made where use a tablet and they want use the same sim card in my phone in the tablet . that going end up breaking the sim and this phone is garbage. and slow
Business response
03/03/2023
Better Business Bureau
BBB Case#: #********
***** ******

To Whom This May Concern,

We are sorry to learn that the customer is having issues with their device.

Our Customer Care team called the consumer on February 28th to seek clarification regarding the SIM card issue and left a voicemail. Our records indicate that the consumer returns our outreach, they will speak with directly with a supervisor on this matter.

If the consumer has any further questions, they may contact us directly at the below contact information.

Email: ***************************
Phone: ###-###-####

Best,
StandUp Wireless

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