Business Profile

Telecommunications

Standup Wireless

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Standup Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

111 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:06/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used my own iPhone for Standup Wireless. My phone since Sunday 6/22 my iPhone appeared SOS. I spoke to them on Monday 6/23 and they told my phone is deactivated. With no explanation. Im now applied with another company to use my phone and they gave me a SIM card but they found out Standup wireless blocked my phone to use with other carriers. I pay off my iPhone in 2023 which I pay for $1200.
Business Response
Date: 07/03/2025
Hello,
Please find our response attached.
Thank you!
Customer Answer
Date: 07/07/2025

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.

Sincerely,

***** *****
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new phone from StandUp Wireless on May 5th, 2025, for $76.29. I received it on May 8th when I tried to turn it on, it had a red error, no operating system. I chatted online and was told to return it to the warehouse. Which I did on May 9th, (tracking number 9518 4120 1012 5129 2278 33) they received it on May 12th 10:44 a.m. I have done an online chat 5 times since then finally on June 6th they escalated the problem, stating they have a new shipping carrier? I don't understand because they can't provide a tracking number because it hasn't been shipped, how is that the shippers fault? now today 6/12/2025 in another chat to a supervisor, again they say they are going to put in an escalation, when I ask for my money to be returned, they stated refunds are only for returned phones in 7 days which I did ship it in less than 24 hours. they say shipping to their warehouse to be fixed is not a part of their policy they can't not at this point refund me it's been more than 7 days, (sounds like a scam to me. they tell you to ship to warehouse keep it for 30 days and say it's now not refundable) this is a government program, I am a disabled person, I feel this is unacceptable customer service. They have had my phone for 1 month today, they should be required to send out another phone. If they have that many junk phones they are shipping out that they can't be fixed in a month. What kind of program is this? A taxpayer funded program should be better than this.
Business Response
Date: 06/19/2025
Hello,
Please find our response attached.
Thank you!
Initial Complaint
Date:05/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
What's happening to my phone services I can't call anyone????!! I have free lifeline services but all I can do is text. Call just drops every time I attempt to make calls and it's dropped during convos.i had phone service less than a week and this is hurting me tremendously, I had unlimited minutes when I transferred over and only got sim card from guy off street who never said what services I would get.
Business Response
Date: 06/05/2025
Hello,

We are responding to the complaint submitted by Mr. ***** ******* regarding issues with his StandUp Wireless phone service.

After conducting a thorough search of our systems, we were unable to locate an active account under the name provided. The email address associated with the complaint is not on file in our system, and no StandUp Wireless phone number or alternate contact number was included in the complaint. Due to these limitations and in consideration of customer privacy and data protection protocols, we are unable to initiate direct outreach to the email address submitted.

StandUp Wireless is committed to supporting all customers and addressing any service-related concerns. We would be happy to assist Mr. ******* once we receive identifying information such as the StandUp Wireless phone number, the full name used at enrollment, or the address associated with the account.

Thank you for the opportunity to respond.
Initial Complaint
Date:04/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ******* Galaxy A14 from the company prior to the name switch. When my phone started malfunctioing, I contacted them about a replacement. They sent, and sent, terrible refurbished used phones, in my opinion. As I can not see how they could have possibly been new. They arrive either freezing, or, with the storage absolutely, full. The ladder is my current predicament. I simply attempted to download my backed up information, to this phone, and, the device states it doesn't have enough storage, upon arrival. Nothing new added, simply a download, of my stored sim card information, that's it. This company that took over from my previous company, Q link, is terrible. I can provide video proof of the conditions and issues these obviously refurbished products, as, I find it hard to believe any phone company makes products this terrible. Please assist me as I have tried continuously without an adequate phone being delivered. How does a new phone arrive without storage? I'm my opinion, it's not possible. Yet, that is what I am experiencing at this very moment. I just tried again with this company, offered to send them back every single terrible, refurbished product, they sent and was denied. Therefore I am again asking for assistance. They and you may check the delivery date against the calls they started receiving, and it's a clear verification of my experiencing said issues with the device. Oh, and the operating system is a lower operating system, than what it replaced. I have tried with this company to arrive at a reasonable solution, a working, phone. I was denied on today, moments ago when I checked the status of my complaint they received the day the phone, arrived. Which is why I now need your help, again. Refurbished phones are what they've been sending, as how else can one explain this horrible experience? Zero, zero space left after downloading not even half of my stored data. No new data was added, just, trying to use my previously stored info.
Business Response
Date: 04/28/2025
Hello,
Please find our response attached.
Thank you.
Customer Answer
Date: 04/29/2025
Devices are terrible and refurbished. The first screenshot is of the latest device they delivered, that arrived with nearly full storage. I can't download a necessary application for my housing complex's trash pickup because it arrived maxed out of storage. Same exact style device. Each device has a new excruciating, problem! It is because they are used and refurbished, and not refurbished, well! This last time they did something to where a factory data reset was needed to attempt to gain storage, immediately, immediately, upon receiving the product. That factory data reset, did, not work. I never had storage issues, either. Just, terrible performance/malfunctioning from the previous Terrible Products! Their solution was to send a storage full, refurbished, product! Not to mention the device is lower quality operating system and, screen resolution! They have wasted their own time and money trying to avoid sending a good and or new, product. They have brought all these complaints amongst themselves, by trying to pass off terrible refurbished incorrectly products, on to us that are the most vulnerable! Please, don't allow them to take advantage of the segment of people with the least, treating us as if we should accept, anything. I originally spent hundreds of dollars on my initial device. In return they have attempted to downgrade, and send obviously refurbished product after obviously refurbished product, that are not fixed properly, for distribution! I don't want them, they can have, them all! I, want a device that performs as it is designed, to. I don't believe that is too much, to ask! The lady I spoke with basically acknowledged they are sending refurbished phones, because, I said that's what they were doing, and, she broke out laughing! Laughing because she knew it was the truth! They can have the terrible products back, for one, one, fully functioning product. Just send it with return packaging and labels for each, terrible product. Please, Help!
Customer Answer
Date: 04/29/2025

Complaint: 23247691

I am rejecting this response because:

Sincerely,

****** ********
Customer Answer
Date: 04/30/2025
I attempted to send you pictures of the storage full upon arrival in the email. It seems I can not attach them this way. Please provide a regular email address in which to send the attachments. The pictures prove how the device arrived storage maxed out. I need a regular email address it seems to attach the pictures, since you were not able to view them.
Business Response
Date: 05/21/2025
Hello,
Please find our response attached.
Thank you!
Initial Complaint
Date:04/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I know it's only $2, but its the point. I was charged twice for a reason they weren't able to provide me. I talked to several agents and they all had no explanation, except for 1 who claimed it was for adding a debit card to my account to use. The problem with that is, the card was already linked to my account ac few weeks ago, so why am I being charged at all, let alone 2 times for the same card. They refuse to give me any type of credit or refund for it.
Business Response
Date: 04/30/2025
Hello,
Please find our response attached.
Thank you.
Initial Complaint
Date:03/24/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/19/25 at 11:30am near ********** **************************************I saw that you had advertisement up for your company Standup Wireless so I pulled over in the empty parking lot do to the store was Closed. As soon as I pulled over a worker for your *********** mad at me and said for me to move my car because I was blocking him... What i wasn't he drove to the passionate side door of my vehicle. So then I said you can just go around me and because I said that he got out of his vehicle.And started to yell at me and scream and nonsense like ******* I backed up my vehicle a litter and he still got mad and then he went about his day.Then I went up to the other worker to get more information about the cell phone because my family member and the other worker was in his car and he said if you need any help just take a picture of the sign. So I did so and I said I don't know why you and the other guy have to be so nasty and now you're being lazy as well. And because of that he got out of his car and then he wanted to do something he got on my face and he was threatening to fight me...I would like to know what is going on with this and both of there names. Also down below is the picture I took because both of your workers were more interested in starting fights than helping a customer.
Business Response
Date: 03/28/2025
Hello,
Please find our response attached.
Thank you!
Customer Answer
Date: 03/29/2025

Complaint: 23087857

I am rejecting this response because:

Sincerely,

******* ********

I can't see your response. But you are more than welcome too simply just write it in the BBB claim. Also I still didn't get the employee's name so I can take further action on my part. If you're not willing to do either one of those this claim will remain open.
Business Response
Date: 04/04/2025
At StandUp Wireless, we take all complaints seriously and are committed to ensuring a professional and respectful experience for all customers.

On March 31st, we reached out to the customer to gather more details about the incident. However, he was unable to provide the name of the ***** involved. We explained that our system records activity only once an order is submitted,limiting our ability to verify interactions outside of that process.

Following a thorough investigation into the reported incident on March 19, 2025, at 11:30 AM near ************* in *********, **, we found:
One ***** was located approximately 10 minutes from *************, but their enrollment hours (2 PM 6 PM PST) fall outside the reported timeframe.
A second ***** was 19 minutes away with enrollment hours that overlapped with the reported time, but the distance is considerable.
A third ***** was ***** minutes away, with enrollment hours from 12 PM 2 PM PST, and has no prior complaints on record.

Additionally,none of these *****s made calls to Agent Support on the date of the incident, and we found no record of a customer under the provided name in our system.

It is also important to note that *****s may work alongside representatives from other service providers. Based on the available information, we were unable to confirm the involvement of our *****s in this incident.

We remain committed to addressing customer concerns and maintaining high standards of service. If any additional information becomes availablesuch as a physical description of the ***** involvedplease dont hesitate to share it so we can further investigate and take appropriate action.
Thank you.
Customer Answer
Date: 04/04/2025

Complaint: 23087857

I am rejecting this response because:

Sincerely,

******* ********

The Company is not willing to give me the employee's name or take proper action, I spoke to them a numerous amount of times by phone and they refuse.
Initial Complaint
Date:03/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was using ************ wireless service, a T-Mobile MVNO and I had two lines. Towards the end of last year, hello mobile sent the customers emails to request new Sim Cards, and have them activated for an upgraded service and this was successfully done but I noticed that my auto pay was disconnected for the December 5th payment and their website didn't let me make a payment! I contacted their customer service and they promised to have someone from their executive office to call me back but it has never happened! Finally after 8-9 days, I was able to make a payment on my account and set up the auto pay, but when I looked at my credit card statement, I noticed that the recipient of the payment was Standup Wireless, and not hello mobile! And then the service was disconnected and the autopay did NOT go through in January! I tried to contact hello mobile again by phone and email but no response! I'm very concerned about loosing my numbers that I have had one of them for almost 20 years, and since my numbers were in T-Mobile network, I want to get back the ownership of those two numbers. My number that got disconnected is: **********.
Business Response
Date: 03/28/2025
Hello,
Please find our response attached.
Thank you!
Customer Answer
Date: 03/28/2025

Complaint: 23083431

I am rejecting this response because:
The response file cannot be opened!
Please send it in pdf.

Sincerely,

Pejman N
Business Response
Date: 04/01/2025
Better Business Bureau
BBB Case # ********
Pejman N
Hello,

We are following up on the complaint submitted by ****** N regarding a charge and the loss of his phone number.

Previously,we had offered to mail him a check to reimburse the $10 charge, but he declined, stating that his primary concern was recovering his phone number.

After further escalation to our network provider, we were able to temporarily reactivate his number and have informed him via email. We also provided the necessary account number for porting and explained that the number will remain active for 14 days from today, April 1. After day 15, the account will be deactivated again, and the number will no longer be available for porting. We strongly encourage Mr. ****** N to complete the port-out process as soon as possible.

During our call on Friday, we also discussed an alternative solutiona prepaid account covered by ********************, which includes a free 12-month $20 top-up. Mr. ****** N expressed interest only if we could provide a specific area code and support call forwarding.

After escalating his requests, we confirmed that:
Phone numbers are assigned based on availability in the area.
Call forwarding is not a feature we currently support.

We have asked Mr. ****** N to confirm whether he plans to proceed with porting his number or would like to set up the prepaid service instead.

We will remain in direct contact with the customer and will provide updates as needed. Please let us know if you require any further details.

Email: *********************************************************************
Phone: **************
Company Representative: ***** ****

Best,
StandUp Wireless
Customer Answer
Date: 04/02/2025

Complaint: 23083431

I am rejecting this response because:

I received two voice messages with two callback numbers and an email from them, asking me to call her back, with another call back number. One number (866) that was left as their direct number, was not Reachable, the second number (844), had a response from a representative, who could locate Ms. ***** ****, but declined to transfer the call to her! And the representative, who answered the third number (800), could not even locate her!

I havr also responded to her email, several times, but there has not been any response from her!
I found it very disrespectful!

Sincerely,

Pejman N
Business Response
Date: 04/04/2025
Hello,

We are following up on the complaint submitted by *** ****** *. regarding the loss of his phone number.

We have maintained direct communication with the customer and can confirm that his account was successfully reactivated on March 31.

On April 2, *** ****** reached out to inquire about his account PIN and the appropriate network provider to share with the receiving carrier. We promptly submitted an escalation and relayed the information provided by our IT team.

On April 3, *** ****** contacted us again to follow up, during which he reported an unpleasant interaction with a representative from Agent Support. We assured him that we would open an investigation into the matter.

As of April 4, we followed up once more with *** ******, who confirmed that he was able to successfully port-out his number. We also informed him that appropriate internal action had been taken, which he appreciated.

At this time, we believe all of *** ******* concerns have been resolved, and we appreciate the opportunity to support him throughout this process.
Initial Complaint
Date:02/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
From 2/12/25 through 2/16/25 I was unable to access the internet on my Lifeline phone that provides 4.5GB of data per month. On the morning of 2/12/25 when I could NOT get online at all, my data usage spiked from 1.42GB to over 3.0GB in a matter of minutes, my phone was warning me. I submitted a request via email to credit the 1.5GB of data and got a response to use live chat. When I tried to use live chat, they took too long so the chat was disconnected. Please ask Stand Up Wireless to credit 1.5GB of data to my account that I did NOT use because I could not get online. Their problem has been fixed and phone is working fine but I am nearly out of data due to whatever they had going on
Business Response
Date: 03/05/2025
Hello,
Please find our response attached.
Thank you.
Customer Answer
Date: 03/11/2025

Complaint: 22969788

I am rejecting this response because: I am unable to read the response!

Sincerely,

***** ******
Business Response
Date: 03/12/2025
Hello,
We are re-submitting the attachment. Additionally, we have provided the customer a direct copy of our response to her personal email.
Thank you.
Customer Answer
Date: 03/12/2025

Complaint: 22969788

I am rejecting this response because: ******* ******** did NOT send a detailed breakdown of my supposed data usage!

Sincerely,

***** ******
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with standup wireless since they took over for Qlink wireless and it has been a nightmare. Ive spent over $200 on data top *** and every time I try to contact customer service its always someone who doesnt speak English and tells me I dont understand your problem everything seems fine I bought a 1G data package and 2 days later I was needing more data. Im on WiFi 90% of the time so my data should not run out that fast, with Qlink I had 4G of data and it lasted me all month with Qlink I bought a 5G data top up and it only last me 2 days even though I was on WiFi. Whenever I buy data top *** the data percentage automatically goes to 25% used but how when the data was just at 0, then I was instructed to turn off my data when on **** well I did that and still went over so its obvious this company is scamming us! They need to be investigated, Im currently looking for a new cellular provider as we speak
Business Response
Date: 03/04/2025
Please see attached file for our response.
Customer Answer
Date: 03/04/2025

Complaint: 22984898

I am rejecting this response because:

Sincerely,

******* *****
Business Response
Date: 03/05/2025
Hello,
Please find our response attached.
Thank you.
Business Response
Date: 03/05/2025
Hello,
Please find our response attached.
Thank you.
Initial Complaint
Date:02/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
StandUp Wireless had barely made it known that they were now my wireless provider transferred from *****. Was sent multiple texts with links warning me that my ****************** would be discontinued by a certain date if I did not call StandUp. Finally called them and asked all questions and offered anything they needed going fwd to set up my account officially with them. Was told their website wasn't working properly and I could call them without losing actual minutes thru 611 or ***** number. A month later I have no service. I cannot call out to anyone or text? I cannot even call Stand up thru 611 or their own ***** number. In other words "I'm outta luck". StandUp claims they have a CHAT area at their website. Thats a LIE. Sent numerous emails and waiting for them to reply as I consider this a reasonable emergency. I may look for a better ******************* If there's no way to call out to StandUp, this is NOT LIFELINE service. ***
Customer Answer
Date: 02/16/2025
I have contacted the company called "Stand Up" to resolve my issue. Was told that I was de-enrolleed" from their service because I did not buy a "top up"? This is a horrible excuse for ******************* This service should be investigated. I have no phone service/ internet phone whatsoever. In case of an emegency I would not be able to react. I want "Stand Up" punished for their actions that effect those using their service.
Business Response
Date: 02/28/2025
Hello,
Please find our response attached. Thank you.
Customer Answer
Date: 02/28/2025

Complaint: 22944878

I am rejecting this response because: Stand Up wireless website would not let me into my Stand Up account so I could re-enroll/ re-apply while their excuse is "Our website isn't working properly" (For over a month already). This is unacceptable. I also sent numerous emails which were left unanswered. Before the incident I was also told that my **************** with them was fine and that I could ignore the ongoing warning texts coming to my phone regarding the "cut-off" of my service FROM THE SUPERVISOR at Stand Up wireless. Then suddenly "NO SERVICE". I did what was required of me in contacting Stand-Up only to be shut down. How can a ******** provider service operate with a non-working website? The response to the complaint I submitted is true, I got angry because I had no service after complying by contacting Stand Up and resolving any issues that needed to be resolved weeks before. Later, I had no phone service for over two weeks because I trusted them with the info they gave me. JIM

Sincerely,

***** M *********
Business Response
Date: 03/05/2025
Hello,
Attached is our response. Thank you.
Customer Answer
Date: 03/08/2025

Complaint: 22944878

I am rejecting this response because: I had contacted "Stand-Up" wireless 2 weeks prior to this event regarding some warning texts I had recieved to call them and based on the fact my service was transferred from Qlink to Stand up wireless without my knowledge. We cleared everything up, a Stand-Up wirless account was created over the phone with a Stand Up Representative and an additional supervisor to assure me that my service and account were now secure and that I should ignore further text warnings to call Stand Up if I should continue to rec'v them...two weeks later I have no service to call out, texts, data etc? I understand that this was on the account that my **************** needed to be updated and recertified however I believe that Stand Up could have told me this when we physically discussed the service yet of all things, they did not share this information with me so I could promptly be aware of the issue. Stand Up went on to tell me that their website was under some construction yet I could not sign into my Stand Up account? Stand Up wireless appears more like a "luxury" service instead of a Lifeline. My phone is my LIFELINE. I think it strange to think that Stand Up mentioned in their letter to me that I should call "Lifeline/ National Verifier"...with what,...my HAND? I had no phone. I'm glad to leave Stand Up as I now found a better service that offers me a little more...Sincerely, ***** M. *********

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Standup Wireless is NOT a BBB Accredited Business.