Complaints
Customer Complaints Summary
- 72 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/04/2022
Type: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 year long plan from Ultra Mobile this July for $520. I moved to ****** the day of receiving the *** and needed it because I didn't want to be charged $10/day to use my **** international roaming plan (which I should have just done). Upon receiving my *** card, I called the customer service line in order to activate the ***. The guy on the phone asked for the zip code of where I would be staying in ******... very odd because the plan states that it works internationally everywhere. I activated the *** and got a new number... it didn't work. I was able to use the *** for 10 minutes before my account would no longer load on the Ultra Mobile app and I ended up getting stranded in a brand new city at 2am. I find it ridiculous how sly and dishonest this company is. I was then told I had to put more money on my account in order to use the international roaming plan... I just spent $520 on WHAT... 5G data that doesn't even work...? When I did add more money on the plan the money disappeared after 5 text messages were sent to my roommate... 5 messages for $10. I have been trying now for weeks to get a refund but the company has said over and over again that they don't do refunds after *************************************************** another country with no working internet. I am disgusted and will never use this service nor will I ever refer someone to use Ultra Mobile. I still want my money back as I find it quite conniving that this company is still being used by people when all they do is rip you off. Ultra Mobile email: ********************** Ultra Mobile number that I no longer use: *************
Business Response
Date: 10/13/2022
Hello,
In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied.
Thank you,
Mint MobileInitial Complaint
Date:10/03/2022
Type: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 Sept 20th, 2022, I bought a 2GB Plan and sim kit from ultramobile and paid electronically. The order number given was UM130585. They promised to deliver the item(s) in 2 days, but up to now I have never seen the product nor heard from the team.Business Response
Date: 10/13/2022
Hello,
In regards to this concern a reshipment has been processed on 10/13/2022, please allow up to 2 business days for their order to arrive.
Thank you,
Ultra MobileInitial Complaint
Date:09/15/2022
Type: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 endured countless days, accumulated hours, with Mint Mobile's rancid helpdesk. I was promised a free iphone 13pro & carrier service by one of its supervisors , ****** id#****, on July 19th during a grueling 3 hours call standoff. He stated I would be compensated after I had received a new sim card. IT was the ONLY thing that calmed me down after spending weeks troubleshooting a phone that was known to be incompatible after speaking with the ********************* It took a full month before I finaly reached the technical department to address my service issues properly. They NEVER contacted me, I had to reach them via the chat after wasting days trying to have this addressed. The professionalism of this call center can't be compared. Their BBB rating of an "F" is - unprecedented.I undersand that UltraMobile Own MintMobile. My ************ date is about to end and i have yet to have the capability to use this carrier.Business Response
Date: 09/22/2022
Hello,
In regards to this concern, according to our investigation into this matter, a new phone was never promised to the customer, we would be willing to honor our offer of providing 3 months of service on us or a refund for their last recharge.Thank you,
Mint MobileCustomer Answer
Date: 09/23/2022
my complaint in concern is with ultra mobile.
meanwhile Is meanwhile mint mobile responded.
There is a terrible conflict of interest here
.Business Response
Date: 09/29/2022
Hello,
As said in previous communications, according to our investigation into this matter, a new phone was never promised to the customer, we would be willing to honor our offer of providing 3 months of service on us or a refund for their last recharge.
Thank you,
Ultra MobileCustomer Answer
Date: 10/01/2022
I deny said correspondence due to the fact it is more than apparent, although complaining to ultra mobile, mint mobile responded.
Secondly, I request for the audio recording with the previously mentioned representative. I have stated the associate, **************.
Initial Complaint
Date:09/07/2022
Type: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 a customer of ********************** Mbile, an umbrella corporation of Tmobile for 2 years. I have a 3 month renewable plan which is PREPAID, paying in advance of the 3 monthsand until now, NO problems. Suddenly, a few weeks ago at the beginning of August 2022, I stopped receiving call, it did not ring, and it went directly to voice mail. I really didn't think anything of it since I COULD call OUT, This is my personal cell phone but since the pandemic I am using my personal phone as a work phone, so incoming calls are VERY important now. One day, I noticed a call coming in, but my phone never rang, it went straight to voice mail. Initially I thought there was a problem with the volume, but checked everything and everythig worked. I called my phone from another phone it went directly to VM. I called ULTRA mobile customer service someplace in ******, they disabled the call forwarding, they reset the phone, etc., to no avail. The CS agent finally said the *** card is probably corrupt. Was sent replacement *** card and it still did NOT work. ULTRA said the phone is the problem because it was working on 2G, I have a NEW 5G ******* 52S phone, so impossible, took my phone to phone technician and NOTHING WRONG WITH MY PHONE. It was the ***. After multiple days speaking w/ various supervisors about the situation and requesting a refund- for the days I CANNOT use my phone on their system I WAS DENIED, because they have NO REFUNDS at all! (Ticket #CRT-41338) Since the problem is ULTRA'S and NOT mine I should receive a refund. I went to another companay, ***PLE mobitle, another umbrella of Tmobile and when the sales agent put the new *** in my phone, EVERYTHING worked and was able to call out AND to receive and answer calls without it going directly to voicemail. I BELIEVE that since their policy of NO REFUNDS of any kind should be ammended per individual situation, especially if the problem belongs to ULTRA MOBILE and is not due to the customer. Thank you.*********************Business Response
Date: 09/14/2022
Hello,In regards to this concern, if the customer could provide us with their ******************** number, we would be able to further investigate this matter
Thank you,
Ultra MobileCustomer Answer
Date: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Customer Answer
Date: 09/28/2022
PLEASE pass this information on to ULTRA MOBILE as it staes that the complaint has been answered, but it HAS NOT! Please see what can be done to remedy this complaint.Business Response
Date: 10/06/2022
Hello,
In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account.Thank you,
Ultra MobileInitial Complaint
Date:09/06/2022
Type: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.
August 30, 2022 Unauthorized charge.Someone used my card to make a payment, I dont even have Ultra Mobile. The charge was for a total of $20.63.Business Response
Date: 09/13/2022
Hello,
In regards to this concern, if the customer could provide us with their ******************** number, we would be able to further investigate this matter.
Thank you,
Ultra Mobile
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