Complaints

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:08/01/2025

  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.

  My moms phone bill was due July *******. I made a payment early on July20,2025 because I was going out of town and she is going through treatments so I knew I needed to make sure the account was up to date. So in the 28th I was out of town and tried to call her and the service was off even though it was paid. Due to it being 4-5 hrs before the company opened up I made another payment on the account to get the service back on. Which was 7-28-25. I emailed the company 2-4 times that day, started a chat but no one ever answered me. So on 7-29-25 I finally got a *** to answer me. I asked them for a refund since I paid a payment twice or have an extended time of service added to the account. The *** told me all she could tell me was I should not have paid twice. They dont give refunds or extend service time for the payment. I asked for a mgr/sup only to be told they could not connect me to one. I gave them my name and number and was told someone would call me back. Didnt happen. This was their fault I had to make another payment because their service was not updated correctly. Please help. Not a lot of money but they seem to do this a lot. Im not Sure how they can do that legally. If anyone overpays they should be refunded or extra time added to their plan.

  Business Response

  Date: 08/20/2025

  Thank you for bringing this matter to our attention. After reviewing the account, it appears the renewal did not process correctly due to a system error. We apologize for any inconvenience this caused.
  
  On August 7, 2025, a ************* Manager contacted you and issued a refund of $22.49 for the duplicate payment.Additionally, a complimentary month of service was applied to the account as a courtesy. You acknowledged this resolution.
  
  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

• Initial Complaint

  Date:07/29/2025

  Type:Sales and Advertising 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.

  On 19th June I received an email at *****pm stating another person had applied for Gen Mobile using my email address. They had applied for a lifeline account, under the name ****** ********. Moments later I received another email the ****** ******** was successful in their application for a lifeline account and an enrolment ID.This was not me applying for this, and I live in the **, my understanding is that Gen Mobile is only in the **. Ive attempted to contact Gen Mobile multiple times since 19th June via email, phone, and live chat to discuss this, so that they can review the information I have, and delete any account information from an application that wasnt me, however they have not responded to any of my correspondance

  Business Response

  Date: 08/20/2025

  Thank you for bringing this to our attention. It is likely that the applicant accidentally used your email address. Your email address was removed from our system. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  Customer Answer

  Date: 08/21/2025

   
  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:07/15/2025

  Type:Billing 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.

  Someone created an account using my email address. Gen Mobile doesn't validate email addresses which allows someone to do this. I called to tell them they have a fraudulent account in their system.They refused to do anything unless I give them my personal information. I have no idea who the company is - for all I know they are collecting information to defraud me.They have no interest in fixing this problem. This is doubly problematic since they appear to be a service funded by our wonderful federal government.

  Business Response

  Date: 08/07/2025

  Thank you for bringing this to our attention. Based on the information you provided, we were not able to match your information to the application we received. It is likely that the applicant accidentally used your email address. Your email address was removed from our system and you should no longer receive any correspondence from Gen Mobile.
  
  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

• Initial Complaint

  Date:07/14/2025

  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.

  Why isnt my phone line working why does the data say its used before I have used it and why is the network busy. This is a scam

  Business Response

  Date: 07/29/2025

  According to our records, you applied for the California Lifeline program with Gen Mobile on June 18, 2025. On July 12, 2025, we received notification from the California LifeLine Administrator indicating that you requested to transfer your ******** benefit to another service provider. As such, the request was processed and your account with ******************** was closed. If you did not request this transfer, please contact the California LifeLine Administrator at **************. 

  If you would like to apply your California LifeLine benefit to Gen Mobile, please submit an application through our website at *********************************************************************************. If you apply through our website, please provide us with your enrollment number. We would be very happy to assist you.

  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  
  

• Initial Complaint

  Date:07/11/2025

  Type:Delivery 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.

  Gen Mobile is experiencing serious issues in processing my Lifeline application. I originally submitted Application #******* with all necessary documents at my own expense of $4.25 via ****. It was delivered to ***************** on June 23, 2025. However, according to your customer service representative, there is no record of this application, nor did the representative show any motivation to investigate its ************** a result, I was forced to send a second application (#*******) on July 7, 2025, which is expected to be delivered on July 12, 2025, again at my expense of $4.25. **** Tracking Number: 9400 1501 0550 1043 3264 16.I am formally requesting:A full investigation into the whereabouts of Application #*******.A reimbursement of the $4.25 I spent to resend the same application due to Gen Mobiles mishandling.A call to confirm the approval status of Application #******* once it is received and reviewed on Monday, July 14, 2025.Additionally, the customer service representative I spoke with was extremely dismissive and rude. For your reference, I have an MP3 recording of the conversation, File ********************************************************************************** Please contact me at ************ with updates.Sincerely,***** *******

  Business Response

  Date: 07/29/2025

  Thank you for bringing this issue to our attention. During our recent contact, we were able to process your Lifeline application successfully and you acknowledged this resolution. To check the status of your Lifeline application, please visit our website at *******************************************************. You may sign in using your enrollment number or personal information. 

  
  Thank you for choosing Gen Mobile. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23582002
  
  I am rejecting this response because:

  SIM not received (Yet) number ported and activated, once phone number has been ported and phone properly activated will this matter be fully resolved, as well as features are as listed 
  
  Currently working with **** *******, which is apprecited. what isnt the is the length I had to go to just to be customer 

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/22/2025

  Thank you for your continued communication and for working with our ************* Manager.

  We would like to confirm that your phone number was successfully ported to Gen Mobile on July 31, 2025. Further, the *** card was delivered on August 8, 2025 and you confirmed receipt. Your account and service are currently active.
  
  Thank you again for choosing Gen Mobile and being a valuable customer. If you have any additional questions or concerns, please do not hesitate to contact Gen Mobile at **************.

  Customer Answer

  Date: 08/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/03/2025

  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 applied for gen mobile lifeline service on June 13th and I was approved on June 16th and I paid $10.80 for a phone. I've been calling for the last few weeks to get a tracking number and I keep getting told to call back after 24 or 48 hours. I want either my phone or if I can't get my phone I would like a refund.

  Business Response

  Date: 07/29/2025

  According to our records, you applied for the Lifeline program with Gen Mobile on June 13, 2025. Unfortunately, your enrollment could not be completed due to a technical issue. A full reimbursement was issued on July 7, 2025. We apologize for any inconvenience.

  If you would like to re-apply for the Lifeline program with Gen Mobile, please submit an application through our website at *************************************************************. If you apply through our website, please provide us with your enrollment number. We would be very happy to assist you.

  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.
  

  
  

• Initial Complaint

  Date:05/06/2025

  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 ordered a phone and service from *** mobile on April 18 it is now March 5 I have not received my phone I have not received my service and they hold onto my money Ive tried to get a refund they will not refund me they just keep saying they will transfer me to someone higher up I never get transferred I never get a follow up email they just will not refund me and they wont give me what I paid for which is a phone and service Ive never been through something so complicated in my life having to do with something that I purchased the people online are not American you can barely understand them and when I ask them to repeat they start getting an attitude they just wont give me a refund or what I paid for

  Business Response

  Date: 06/02/2025

  Thank you for bringing this issue to our attention. Based on our records, you applied for the Lifeline program with Gen Mobile on April 18, 2025 and purchased an upgraded device.Unfortunately, your order could not be fulfilled due to a technical issue. A full reimbursement was issued on May 15, 2025. We apologize for any inconvenience.
  
  If you have further questions or concerns, please do not hesitate to contact Gen Mobile at *************.

• Initial Complaint

  Date:04/30/2025

  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 wanted to report a software bug in the phone service providers app. My device is the *** A23 PLUS. The service works well and no complaints other than I am looking to inform Gen Mobile about a bug in their app.

  Business Response

  Date: 05/22/2025

  Thank you for bringing this issue to our attention. 

  We investigated the behavior you reported, and determined that the issue is not caused by a bug in the app. Instead, it appears to be related to the developer settings likely enabled on your device, specifically, the *** Debugging option.

  To resolve the issue, please follow the troubleshooting steps provided to you via email on May 15, 2025. Once this setting is disabled, the issue should no longer occur.
  

  Thank you for being a valued Gen Mobile customer. If the problem persists after making this change, or if you have further questions or concerns, please do not hesitate to contact Gen Mobile at **************.

  Customer Answer

  Date: 05/25/2025

   
  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:02/28/2025

  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.

  On Feb 5 2025 I paid this company about $33 to try to start cell phone service. This was a plan of $10 a month for three months. As of Feb 28, 2025 I have not received a sim card. I just called them and was told over and over that they would be willing to give me the tracking number and they claimed that the sim card had been delivered on Feb 17. On Feb 20th, I received an email from them stating that the sim card had been shipped, three days after they said it was delivered. I told them that I did not get any sim card, it was not delivered and the guy just kept repeating over and over that they could give me the shipping number so I could contact the shipper. That would be a complete waste of time because if the shipper delivered it and they delivered it to the wrong address and it is gone then calling the shipper to make a claim would be pointless. I told them that I do not have a sim card then they need to send out another sim card. He refused and I told him I wanted a refund because I cannot use the service without a sim card and he refused and just kept insisting that I waste my time contacting the shipper. He is the one that sent out the sim card, if it was sent out, and he should be contacting the shipper. If it was sent out, it is gone now and I paid my money to use a service it is now impossible to use and they refuse to send out another sim card. So now they get to keep my money and I get nothing out of it. The least they could do is refund my money since they did not provide a sim card. I have no control over what shippers do and if I contact the shipper they will just tell me that the package was delivered when it wasn't. I cannot prove that they did not deliver it.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this issue to our attention. According to our records, you purchased a Gen Mobile pre-paid plan. Unfortunately, there was an issue with the activation. We apologize for any inconvenience. We have issued a refund of $33.77 to the original method of payment. 

  Customer Answer

  Date: 03/31/2025

   
  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:02/28/2025

  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.

  2-26-2025 **** E ******* ****************************************************************** ************* Gen Mobile ************************************************ Demand for $5,000 for Invasion of Privacy Negligence Dear Gen Mobile I am writing to formally demand that you take action to rectify the situation arising from an employee that is working for Gen mobile intentionally or negligently gave my phone number to some individuals that I didn't give my consent for them to have my phone number after me purchasing a Blu cell phone as this could constitute a violation of my privacy and potentially be considered a form of negligence depending on circumstances and local laws. On 02-14-2025 I purchased a cell phone from Gen Mobile then I found out that the employee from Gen mobile gave my phone number to someone that shouldn't have had my phone number and they used my phone number to hack into my cell phone and began invading my *********** these individuals are tracking down my location and they are able to see all the activity that I am doing on my cell phone they are also able to see my text messages and they are stealing my all of my files that are saved on my PDF Reader files. That's a violation of my constitutional rights by having my privacy invaded.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. Gen Mobile takes your privacy seriously and is committed to protecting your information. Based on the details you provided, it appears that this may be a scam attempt unrelated to Gen Mobile or your enrollment. Scammers sometimes call phone numbers seeking to deceive people into giving them money. To help prevent further harassment by the scammer who called you, we have replaced your SIM card and changed your phone number. You acknowledged this resolution.
  
  Please consider changing the passwords on your accounts, monitoring your accounts for any unusual activity, and/or installing security software on your device.
  
  Thank you for being a valued Gen Mobile customer. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.