ComplaintsforUnion Wireless

• Initial Complaint

  08/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Service in my area is atrocious! I have tried contacting tech help. All I get from them are quick fixes, none of which work. Union Wireless must build additional towers in this part of the state if they are to provide the service they sell. I have tried to contact Laura in the Riverton, WY office, and for the second consecutive time, she has not responded. Also, I was told last year that I needed to upgrade to a phone that was 5G capable. I bought a new phone from Union Wireless with 5G capability, but still do not have the service. Union Wireless sells contracts for service they do not provide. I am very dissatisfied with both the phone service and customer service. I want to know when Union Wireless plans to build additional towers and upgrade to 5G service.

  

  Business response

  08/11/2022

  Good Afternoon,  please find attached our response the the complaint made by ******* ******* regarding service in ****, WY.

  August 10, 2022
  
  Better Business Bureau
  *** ***** *****
  8020 County Road 5, Ste 100
  Fort Collins, CO  80529
  
  Re: ******* *******
  ID: ********
  
  Dear Ms. *****:
  
  Thank you for the opportunity to address the complaint Mr. ******* ******* made regarding wireless service in **** Wyoming; received in our office on August 9, 2022.  
  Union Wireless (Union) is in the process of making improvements to many areas within its entire network.    Currently, wireless service in **** Wyoming is not optimal and plans for improvements in the short-term are not expected.  At this time, we would recommend that Mr. ******* seek another wireless provider that would be able to better suit his needs.  Union would like to offer credit to Mr. *******’s account for a month while he searches for another provider.
  The device that was purchased through Union is an unlocked device and is capable of being utilized on other providers networks.  Union apologizes for the inconvenience and look forward to the possibility of serving him again in the future.
  Should you have any additional questions regarding this matter, please feel free to contact Union at 1-888-********.
  
  Sincerely,
  Tina D********
  Regional Manager
  Union Wireless
  

  
  

  Customer response

  08/11/2022

  Complaint: ********
  
  I am rejecting this response because: The sole purpose of contacting Union Wireless through the BBB was an answer to my initial question as to possible upgrades in this area.  I have no intention of cancelling my service, nor was I looking for their generous offer of one month credit.  If I had received a response from Union Wireless to my inquiry last month, I would not have pursued this course of action.  I appreciate Ms. D********'s prompt reply and I now consider the matter closed.
  
  Regards,
  
  ******* *******

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  For about 5-6 months now we have been dealing with not being able to call or text when we are out of the state of WY. My 16 y/o daughter and I have traveled to ****** and *** ***** over the past 5-6 months. On these trips we cannot call or tex each other, and we cannot call or text my son and husband in WY. When my son and husband traveled to ********** ** last month the same happened. They could not text or call or get in touch with us in WY. We have contacted the company only to be told that it's an **** issue. We were told to download app in the meantime. The problem is that the app doesn't work without wifi. We were still unable to communicate if wifi was spotty or unavailable. I am currently in *** ***** with my daughter. We are in 2 different locations, and are cur off from each other because of these ongoing problems. If there is an emergency, or she or I get into trouble and need to contacteachother, we have no way to get in touch. This is dangerous, frustrating, and very scary. We were told we had to buy new phones to support the new upgrades. We bought 3 new phones and haven't been able to communicate when out of WY since. This has been an ongoing issue that the company is aware of, and nothing seems to be getting done. We are paying for services we are not able to use. My kids, and we as parents, are in dangerous cituuations when out of the state of WY. I am not ok with the time this is taking to fix or havi.g today for services we are not getting.

  

  Business response

  09/08/2022

  To whom it may concern,

    Attached is the response for the complaint filed by ***** *********, ID: ********.

  Sincerely,
  

  Megan J****

  September 1, 2022

  Ms. Marcy Sharf

  Better Business Bureau

  8020 S. County Road 5, #100

  Fort Collins, C0 80528

   

                  Re: ***** *********

                  ID: ********

  Dear Ms. Marcy Sharf,

  Thank you for the opportunity to address the complaint Ms. ***** ********* made regarding cellular signal and texting abilities when out of the state of Wyoming.

  On July 1^st, 2022, Union Wireless (Union) began installation of its updated wireless network to better prepare for the nationwide turndown of 3g calling from our roaming partners. In reviewing Ms. *********** account records, we were unable to locate any reports of trouble prior to our network updates.  ***** contacted us, via our customer care line on July 25^th and again, in person at the Cheyenne location on July 29^th.  Union has adopted a make it right program to empower our customer service team in having tools to offer real time solutions for our customers who have been impacted by the network changes and ***** was offered two, free of charge, replacement devices. She was also provided 2 tickets to the ******** ******** Days Rodeo.  At that time Ms. ********* didn’t take us up on the offer of the free devices.  Ms. *********** original device will be compatible with our new wireless network, however, Union is beholden to the timelines of that device’s manufacturer to complete the necessary update through an over the air rollout to her device.  Since July we have seen the further delays for the updates so September 1^st ***** was contacted by the local office and offered 4 free devices which she was set up with later that day.

  We are aware that this transition has been challenging for our impacted customers and that it has caused many of them to be inconvenienced. It is our sincere hope that Ms. ********* accepts our apologies for her inconvenience, and knows we appreciate her business.

  Should you have any additional questions regarding this matter, please feel free to contact us at 1-888-********.

  Sincerely,
  

  Megan J****
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 1st my service stopped working, I tried multiple times to contact union and left messages and finally exchanged many E-mails on Friday the 1st and early Saturday the 2nd of July 2022, I finally had to leave **** **** **** and drove to Mountain View Wyoming ( greater than 100 miles) and I talked to them about upgrading the phone as they knew (but failed to warn me ahead of time) that my phone was NOT working on the network, then then sold me a ******* **** which I asked "Will this fix my issue" and was told "Yes" having no reason to doubt them I spent $165 and headed down the road, the next day I went to ***** ***** to visit my brother and as soon as the phone Roamed off union towers I was again without service, I had to wait to the 5th of July and then Drive back to Mountain View from ****** and was told I again had to upgrade to a $439 phone if I wanted it to work now (and they could not tell me when or if my other phone would work) The Manager graciously told me they would not charge me the $165 restocking fee (but did only apply the $165 to my account not refund to the card). So I purchased the *phone which was not detailed to me that it did not include a charger and would not accept my memory chip (had this been disclosed I would have bought the larger memory) when I told them I was having way too much Anxiety to do this the Manager said it would be a 25% restocking fee so $110.00 and she was not polite about it, FOR A PHONE THAT WAS OPEN 2 MINUTES THAT I HAD NOT TOUCHED! in the end I lost being able to use my phone all day Friday, I had to travel to mountain view and stay in ****** for the 4th of July weekend (thank you for screwing up my 3 day weekend) on a weekend I was NOT planning on traveling anywhere, I spent an extra $100 + on Fuel and a lot of money on a phone I never wanted because of poor service and lousy customer service from union

  

  Business response

  07/15/2022

  Please see attached response

  July 14, 2022
  
  Better Business Bureau
  *** ***** *****
  8020 County Road 5, Ste 100
  Fort Collins, CO  80529
  
  Re: ****** ********
  ID: ********
  
  Dear Ms. *****:
  
  Thank you for the opportunity to address the complaint filed by Mr. ****** ******** regarding selling practices at Union Wireless; received in our office on July 12, 2022.  
  On July 1st, 2022, Union began installation of its updated wireless network to better prepare for the nationwide turndown of 3g calling from our roaming partners.  This resulted in many impacted customers, and the influx of customer requests was greater than we had initially forecasted.  We’re doing our best to contact these customers as quickly as possible and provide resolutions that best suit their needs.  
  Union’s outreach program to those customers identified as likely to be impacted began in October of 2021, and spanned various contact methods; email, text, bill messaging, and in-store communications.  As with any network transformation, some of the service impacting issues were unforeseen.  Mr. ********’s original device will be compatible with our new wireless network, however, Union is beholden to the timelines of that device’s manufacturer to complete the necessary update through an over the air rollout to his device.  Union is trying to do well by our subscribers impacted similarly to Mr. ********, both through our customer service channels and a proactive outreach campaign.  
  

  Mr. ******** was assisted in our retail location on July 5, 2022 and chose to purchase an ***** *Phone and was credited the amount charged for his original device.  While there were some concerns upon opening his new ***** *Phone, we provided additional equipment at no additional charge for the purpose of customer satisfaction.  
  

  We are aware that this transition has been challenging for our impacted customers and that it has caused many of them to be inconvenienced.  For that reason, we would like to send Mr. ******** a $50 gas card for his trouble and will be issuing an adjustment for the wireless services on the phone number impacted (*** ********) from August 2022 through July of 2023.  It’s our sincere hope that Mr. ******** accepts our apologies for his inconvenience, and knows we appreciate his business.  
  Should you have any additional questions regarding this matter, please feel free to contact us at 1-888-********.
  
  Sincerely,
  
  Tina D********
  Regional Manager
  Union Wireless
  

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had a problem with receiving long distance calls for over 3 weeks now. I am told I am not the only one it has to do with the 5G network. I find it appalling that I have to call family and tell them every week the UNION PROBLEM obviously is STILL NOT FIXED and we can only talk via text or me calling them. I dont think its fair to ask an 80 yr old to text me when I AM PAYING FOR AND NOT BEING COMPENSATED for their inability to correct the problem.

  

  Business response

  12/08/2021

  Ms. Marcy S****
  Better Business Bureau
  
  RE: Case #********: Ms. ******** ********
  
  Ms. S****,
  Thank you for the opportunity to address Ms. ********’ complaint regarding her wireless account with Union Telephone Company (Union).
  After reviewing the account, I see that Ms. ******** and Union have been in contact several times regarding her reported issues. Union is aware of the problems Ms. ******** is experiencing and now know they are the result of routing problems from other carriers. Union is actively working with those carriers, as well as the FCC, to get the identified problems resolved.
  Union is issuing a credit of $30.00 to Ms. ********’ account; This credit is the full-service amount charged for one complete billing cycle of Ms. ********’ current plan.
  If you need anything further, please contact me at 1-800-******** ext. ****.

  
  Sincerely,
  Tina D********
  Regional Manager
  Union Telephone Company

  Customer response

  12/09/2021

  Complaint: ********
  
  I am rejecting this response because: There is still no service for long distance customers for 6 weeks now. Knowing there is a problem is not fixing the problem. People who live alone should not have to call all their family weekly to assure them they are okay and not avoiding them with dead airspace for a call. This is the holiday season where family is suppose to be able to call each other but not with union unless I make the call.  Union sure knows how to tell you and the customer they know about the problem but are very slow and laxed about getting the problem fixed. Perhaps they need to call in outside help and or loose business to realize customers have had enough of the rhetoric and excuses. Other companies are moving along just fine with the 5G network just union is not. My family and myself deserve better service than what Union is providing or claiming to .
  
  Regards,
  
  ******** ********

  

  Business response

  12/20/2021

  RE: Case #********: Ms. ******** ********
  
  Ms. S****,
  

  Thank you for the opportunity to re-address and explain Ms. ********’ complaint and rejection regarding her wireless account with Union Telephone Company (Union).
  As stated in our response, dated 12/06/2021, Union is aware of the troubles Ms. ******** is experiencing with her phone service, has identified them as routing issues, and is actively escalating on a federal level to restore service. To clarify, Union is unable to “fix” this issue, as it is a national inter-carrier, long-distance routing block problem affecting many other carriers. We have escalated our concerns to a federal level and were notified yesterday morning that a fix is in process; We are optimistic this will resolve Ms. ********’ issue and have promised to contact her when we receive confirmation.
  

  The credit of $30.00 offered to Ms. ******** in our previous response still stands, and is expected to show on her next invoice. We appreciate Ms. ******** willingness to test with our Network Operations Center until the situation is completely resolved.
  

  If you need anything further, please contact me at 1-800-******** ext. ****.
  

  Sincerely,
  

  Tina D********
  Regional Manager
  Union Telephone Company

  Customer response

  12/20/2021

  Complaint: ********
  
  I am rejecting this response because: 

  The issue is not resolved. I spoke with David Union Customer Care and informed him this would not be closed until the problem is rectified. I also told him a credit monthly until the issue is fixed is due as they are not providing me the service I am paying for. I see nothing here stating that. On Dec 17, 2021 after speaking with David and a tech I once again had to call in because I now could not even call long distance. I was informed by Sabrina they were aware of the issue and would receive a call when the problem was fixed. To this day I never received a call back stating the problem is fixed. All these call backs and nothing getting done is showing me there is no customer care at Union Wireless and there is a major communication problem between management and employees. Sorry but this cannot be closed as it is no where near being fixed. 
  
  Regards,
  
  ******** ********

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