StandUp Wireless Customer Service Issues

I have sent two emails that should explain the situation to you clearly. Unfortunately, I am unable to resolve this issue on my own; it is now in qlink's hands. My main request is for qlink to deliver the phone my mother ordered and paid for four months ago. I am in the process of writing a letter addressing this absurd situation to the corporate office in Dania, Florida. My 84-year-old mother, residing in Ohio, heavily relies on the phone. After damaging her previous phone, my sister, her caretaker, ordered a new one four months back. Despite numerous calls, promises of delivery have not been fulfilled, only met with excuses. It has been four months, and my mother is left without a phone. This level of neglect is alarming and unacceptable. I urge qlink to resolve this promptly before it escalates further.

I have been in contact with your customer service team for the past four months via calls and emails, but I have not yet received the phone or sim card that I was supposed to get. I updated my account with you back in March or April, and I was assured that I would receive a tracking email within 24-48 hours. However, despite multiple follow-ups, I have not received anything. As a long-time customer, I have never experienced such a long delay in using my phone. I urgently need the phone and sim card that were promised to me when I updated my account to work with the new T-Mobile 5G service. As a single mother, the inability to use my phone has left me feeling vulnerable, especially in emergencies. I have attached my email for you to reach out and resolve this issue promptly. Your assistance in getting my phone to me would be greatly appreciated. Thank you.

I am reaching out on behalf of a patient I am case managing. She has been trying to reach out to your company for over two months without any response. She ordered a service and a tablet, but neither has arrived. The website has not been helpful, and calling customer service has been unsuccessful. It is crucial that your company assists vulnerable individuals in need, especially those without consistent access to the internet or a phone, as the patient does not have the phone she ordered from you. Due to her disability and limited income of $[redacted].00 a month, she cannot afford to pay for undelivered services. A refund is necessary for her to seek services from a more reliable company. As a nurse and case manager for disadvantaged patients, I am extremely disappointed in the lack of support from your company and cannot endorse your services to others. The patient's name is Carrie S., born on 8/23/[redacted], reachable at her home phone [redacted]. Kindly contact her to seek permission to contact me at [redacted] ext. [redacted] to discuss the resolution of this issue promptly.

Hello, I received my Alcatel phone recently, but I'm experiencing issues with making and receiving calls. The phone connects to the internet and can send messages without any problems. I tested the SIM card on a friend's phone, and it worked perfectly there. However, when I put it back in my Alcatel phone, I still can't make or receive calls. I'm reaching out within the 14-day return window and would like to return this phone for a replacement. Thank you and have a great day.

Due to a system update introduced on the broadband system when it was first implemented, my phone purchased through q Link became incompatible. Despite being on a tight budget and struggling to afford the phone, it is frustrating that a q Link update rendered it unusable. I live independently with disabilities, finding it challenging to communicate as my phone no longer works. Repeated attempts to contact q Link have gone unanswered within their promised timeframe. When speaking to q Link representatives previously, I was assured a replacement phone would be sent free of charge, but only SIM cards arrived, which are useless in my incompatible phone. It has been many months without a working phone, so I urge q Link to provide a replacement phone at no cost promptly and address the lack of response to my messages.

I have received a SIM card from Q Link that doesn't work in any of my current phones. I was denied the EBB program for my AT&T service because Q Link had already enrolled me. I've tried to contact Q Link through email and phone calls to unsubscribe with no success. The SIM card I have from Q Link has never been activated, and I want to be removed from their service promptly. Q Link's service doesn't work well in my area and is preventing me from accessing the EBB program. I hope that by reaching out this way, a resolution can be found soon. Thank you.

I am a 70-year-old customer. I purchased a replacement phone for $19.99 and a tablet for $10 but never received them. Despite being transferred between various departments, the problem remains unresolved. I am seeking either a refund or for the items to be shipped promptly. I was refused the opportunity to speak with a manager, which has left me very disappointed. I reached out to Amazon, UPS, and FedEx to check for the package, but none of them had it. I recommend that deliveries should not be left on doorsteps to avoid theft and subsequent losses. It's important to consider that seniors do not have extra money to spare.

I previously contacted you about my phone overheating issue. Although you sent a replacement SIM card, the real problem lies with the faulty battery I received with the phone. This has been causing the overheating. I am unable to use the phone under these conditions. Instead of sending another SIM card, I need a replacement battery. It is frustrating that you are now insisting on activating the SIM card to retain my benefits. It seems like my concerns are not being addressed properly. It is clear the battery was defective from the start, causing these issues. Please rectify this situation by sending me a new battery promptly. I expect better service from Q Link, as I have been unable to use my phone correctly due to this oversight.

I receive my disability check and Food Stamps monthly, totaling around $60 to $97. I am staying at [redacted] Keith Avenue with Eddie, paying rent to live here. I would really appreciate getting a free cell phone sent to this address. It's crucial for me to have a phone in case of emergencies and for communication. Thank you so much for your help and God bless you.

I ordered a QLink phone in March of this year and have been in contact multiple times with their customer service. They recently updated my order on August 4th, but I'm still facing issues. I would like them to cancel the current order, send me a different phone with the SIM card, and also provide the tablet I qualify for. Despite them claiming to have sent these items, I have not received any confirmation or shipping numbers. I urgently need the phone for medical purposes after a surgery. I hope this situation can be resolved promptly. Thank you and God bless.

I have been trying to reach out to Qlink for the past two to three months without any luck. It's frustrating that despite calling, I have only spoken to two individuals who promised to follow up but never did. I am trying to confirm if the tablet and cell phone chip have been sent as I keep receiving messages about them. I paid $25 per phone to switch over but have not been able to do so despite spending $[redacted] for four phones. It's disheartening when the phones are not functioning correctly, and there is no customer service support available.

I enrolled in the program on July 26, [redacted]. I am concerned about the delay in receiving my chip card. Despite providing all necessary documents, I have been given conflicting information about the timeline. Initially, I was told to expect the card by August 11, then asked to wait an additional 24 to 48 hours. When I inquired today, I was informed that I need to wait another 7 days. This situation worries me, as my social security number and sensitive information are involved. My phone with the number [redacted] is crucial as well, as it contains important data and contacts with my doctor. I urgently need clarity on the exact timeframe for the arrival of my chip card. Your prompt response would be greatly appreciated. Thank you.

Hello, my name is Donna E. I have been trying to speak with a supervisor, but every time I get put on hold for 5 to 10 minutes and then the call disconnects. It took almost 2 years to receive the Sim card kit from Qlink. When I first applied, I was eligible for a free phone, but now that I have the kit, they say I am not eligible anymore. I haven't used the service yet as DSHS requires me to use Qlink. Since my account has never been used, I would like them to honor the original offer when I applied. I am hoping for a response from someone in the corporate office. Thank you, Donna E. Email: [redacted] Thank you.

I'm seeking assistance with Q Link services. I used my own phone, believing it was compatible, but discovered the phone carrier needs to release the network restriction. Despite my payment, they refuse to release it. I'm experiencing significant issues and still without service. I wish to order a Q Link phone. My address is [redacted] Allen Genoa, Pasadena, Texas [redacted]. My access code is [redacted]. I'm Josephine Brown, reachable at [redacted], born on August 21, [redacted]. The last four digits of my social are [redacted]. Even though I have an existing account, I'll need to order a new phone as the carrier won't unlock my LG Stylo 6. I appreciate a prompt response as I've been without service for over a week. Thank you, Josephine Brown.

I attempted to purchase a new phone from Qlink online as my current one is no longer working. During the process, I was asked for a code that was sent to my phone, which I couldn't access due to it being dead. When I called Qlink, I was informed of an issue with my credit card, even though I didn't provide that information at that point. After confirming with my bank that Qlink had indeed charged me, I contacted Qlink again. Another technician denied the charge and was rude to me. Despite the mismatch in billing and shipping addresses, I wasn't prompted to provide more information. I'm frustrated with the situation and unsure about the phone I ordered, the Blade A3 Joy. Please look into this matter and reach me at my home phone for further assistance: [redacted]. Thank you.

I received the SIM card in the mail. I was informed that it is compatible with MetroPCS, so I attempted to insert it into my phone. Unfortunately, my phone was damaged beyond repair when I had an accident. I am a cancer patient and urgently require a phone for communication. I tried to use a temporary MetroPCS phone, but they were unaware of the qlink service. I am in dire need of a free smartphone as I do not have internet access or a computer. Please contact me at [redacted] for assistance. My name is Deyana T. Thank you.

Subject: Urgent: Need Assistance with Lifeline Phone Replacement Hello, I have been waiting for a replacement phone since April and have been attempting to reach out via email and phone calls without success. Despite multiple attempts to resolve the issue on your website and through calls to your agents, I have not been able to order a new phone due to technical difficulties. I have spent over 40 hours on the phone since April and my phone has been non-functional for some time; the website error message is hindering my ability to order a replacement. I urgently need to speak with someone from Quality Assurance to address these ongoing issues before my lifeline account gets shut off in 8 days. Please contact me at [redacted] as I am unable to make further calls at this time. Your prompt attention to this matter is greatly appreciated. Best, M.S.

In March, Q Link's automated phone service notified me that I would receive an upgraded 5G SIM card and compatible phone. Despite the website showing 'Processing Order' for weeks, I called and was assured that my order was being processed. I was promised an email with a tracking number soon. As weeks passed without any updates, I called weekly for status checks. The customer service representatives, though friendly, seemed unaware of the free pandemic assistance phones. By September's end, I was told the program had ended, and I would not receive the phone or SIM card. It appears Q Link may have kept the government funding meant for low-income individuals. If there is no ongoing class action lawsuit, one should be considered to hold Q Link Wireless accountable for their actions.

There is no T-Mobile coverage in Union City, OH [redacted] or Union City, IN. I received a SIM card, but after buying a new phone and another SIM card, I realized the issue was the lack of T-Mobile service. My existing QLink phone and SIM worked well before. I need to return the new phone and SIM for a refund. This situation is concerning as it left seniors without service. I wish there was upfront information about the T-Mobile tower coverage in the area.

I contacted Q-link support to inquire about the location of the SIM card in my ZTE N818s, but the representative I spoke with was unhelpful. He insisted there should be a spot for the SIM card, although after checking multiple times, I couldn't find it. I even had others look as well. When I requested to speak with a supervisor, he refused to transfer me. Frustrated, I attempted to find the corporate office phone number but was unsuccessful. I am considering reaching out to the FCC due to being promised a new phone since March 6, [redacted], only to be informed that the offer has now ended. I diligently kept track of my calls, noted down the dates, and saved all the emails. It's imperative for Q-link to hire representatives who communicate clearly in English and avoid arguing with customers.