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:04/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  HelloMobile has been my cellular phone service provider x 5 years. Have had the same phone # since at least 2005. HelloMobile discontinued services without advance notice, ported my number without authorization to *************** a Lifeline provider primarily servicing ********** who subsequently went out of business or changed their to StandUp Wireless who claim to not have my phone number in their database. *************************************************** company, Q-Link Wireless both ran on the T-Mobile network who have my number in their database, my number has not been recycled to another individual or business but without a transfer PIN to port my number ************ of 20+ years that is affiliated with all of my contacts during that time I am unable to secure this number and is I understand it it may be a time sensitive issue as another may claim my number rendering it unavailable to myself as my number ultimately returns to a national data base of available cellular phone numbers. Have spent a minimum of 14 hours but not consecutive over the past 100 days in order to secure my phone number. This would appear to be a willful and capricious act on behalf of Q-Link ***************************************************** perhaps with liability concerns for their partnership with T-Mobile. I just want to get my number back and that is ordinary and reasonable. I have enjoyed this prepaid ************ via AutoPay thru ******** 2020 - December 2024. Surely a conservator or other court official may access HelloMobile customer # database, verify & offer porting PIN to secure my long-term cellular phone number that is lawfully mine. No known class action suit has been established to satisfy this matter. I just want my phone number back. This has forced a wholly unnecessary and unprofessional, stressful 100+ days without access to my cellular phone # with 20+ years of affiliated contact information: businesses, doctors and other professional services, many of whom do not interact via their own cell phone but through a landline.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, I'm having similar problem like other customers. I have had my service with this company since June of 2024 and was set up for an auto payment. My service was active till the end of 2024 but since then my service has been de-activated. I have been trying to get hold of them for so many days through their phone number, email support chat, social accounts but there has been absolutely no response from the company. Their phone number and chat feature is not working and there is no support through the email either. May be the company is not operational anymore it seems but we were not given any notice whatsoever. Now my number is de-activated and I'm in a limbo without my phone number and no way to reach them to port it out. This is not how companies function in *******. I'm not looking for any refunds or credits. All I want is my phone number up and running or the least they could do is let us port it out. They have no idea how much inconvenience they're causing to others. This is simply morally and ethically wrong. It's a humble request to the company to help us resolve this immediately.

• Initial Complaint

  Date:02/09/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had service with Hello mobile for months. Out of nowhere my number is gone. I can not make or receive calls. I can not talk to anyone nor receive any call or emails back after many tries reaching out. After doing a little research I see the company was sold to ****************. They do not have my number or will help. They say my number was not active. I have receipt showing that my account was current and money was taken out. I just need my number. It is a business number that I have had for

• Initial Complaint

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Good morning my name is *** ********* and I'm contacting the *** to start a complaint about a company called Hello mobile / Liberty wireless, during the my absence I took 20 days to go on vacation when I got back here to the states the company switch providers and therefore (I guess owner) and there's no physical way of how to retrieve my authorization code for transfer pin or transfer pin to retrieve my old contact number to move to a new provider. It's been next to impossible trying to reach them either by phone or via account login and email since they appear to be no longer working. The other Wireless company(Liberty) doesn't even have my credentials or information nor phone number to send my number to get verified ( even harder specially since they suspended my service ) after trying several ways and how to retrieve the information so I can log in into my accounts to know avail. It is important for you guys to know the phone number they have locked is my only contact number for everything from bank accounts, potential job openings, Department of Veteran Affairs appointments, Login Verification codes, family, etc. My hello Mobile account number is **********. The (my)phone number which they have locked it's *************** and that's important because that's my contact number I was forced to get new account under another wireless provider and the phone number is listed below, It is paramount that this issue gets addressed as soon as possible because just because I could lose my only contact number for just about everything. It is also very important for *** to get in touch by any means in order for them to release the date as soon as I can. Thank you very much and please have an outstanding week.

• Initial Complaint

  Date:01/19/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 signed up for Hello Mobile 11/11/2024 and was charged for the initial month of service. I was told I had 30 days to activate the device and my billing cycle would start when my device was activated. I activated the device on 12/4/2024 and received charge for another month of service on 12/12/2024. When contacting customer service they indicated they could not do anything due to merging with another company (****************) and stated I had to work with them. **************** indicated they had no information about a merger and no access to my account. My phone service was disconnected around 1/12/2025 without my knowledge. I paid for 2 months of service and received just over 1 month. Hello Mobile's customer service number is disconnected and I have no access to my online account. I expect a reimbursement for the services I paid for and did not receive.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  There was no notice from Hello Mobile that they went out of business? I paid for a 6 month plan! and used only 2 months of this ******* cell phone has not been able to send or receive calls or texts since January 1st. i tried to contact Hello Mobile and their phone number was disconnected. I read online that the cell phone accounts were transferred to ****************. I have tried to contact them via phone several times (which disconnects after a few rings) I also reached out online but have received no response. I want to switch carriers but they need a transfer PIN in order to set up a new account. I can only get this from the current carrier which i cannot get in touch with. This is so frustrating. Please help Thank you

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Hello mobile should be called H*** mobile, since it's an excruciating h*** they have been putting me through. I bought two lines from Hello Mobile years ago. In November 2024, I received two SIM cards without further explanation, but I replaced them both. My service stopped in mid-December, and since then, I have been trying to contact Hello Mobile with no response. Then I received an SMS from ****************, which I'd never heard about before, claiming they were my new providers, but even when I had all of December paid already, I had no data service. Until last week, I had phone service, but now I don't have any. I have contacted **************** six times through email and have not replied since December 27. I called them several times, but nothing. I had to file a complaint through BBB only to hear that "Liberty Wireless is not Hello mobile." That's it, no further help, no support, nothing. In the meantime, I don't have a phone or data service. I HAVE NO IDEA WHAT WHATS GOING ON WITH MY PHONE LINES, which I don't want to lose since I have them linked to my bank accounts, health services, and many contacts depend on that number. So please, I only want to know who has my line number now so I can change providers, and I need H*** mobile or Liberty -more like no liberty at all. Contact me!!

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear BBB,I sent the below message, copied and pasted from the Sent folder of my e-mail, to ********************************************************* to the company, Hello Mobile, today. What is detailed in it has been a recurring problem that I have not been able to resolve, as indicated in the message. Again, I am left without phone (including texting) service. At one point a month or two ago, I was able to reach the company by phone, and was assured that the problem had been resolved. It has not. I would be grateful for whatever assistance you are able to provide.***** ******* <****************************>3:30PM to ******************************************************** Dear Hello Mobile,I have had an account with ******************************************* for a two or three months. When I established the account (i.e., signed up and began paying for phone service), I set it up for automatic monthly payments, yet each month when payment is due, my calling and texting service is discontinued. I am not able to log into my account. Your phone...************...is constantly busy. The chat link on your website does not work. When I try to text you, I receive the message: "Unable to send message - Message Blocking is active".I'd be grateful to have my phone and texting service restored, and for a call from you to resolve these recurring problems as soon as possible Thank you ***** ******* ************

• Initial Complaint

  Date:01/12/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 want to port my number to t-mobile and cancel the account!!But I cannot reach customer service. I have been trying to get in touch with customer for almost a month now. This is unacceptable!!

• Initial Complaint

  Date:01/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had cell phone service with HELLO MOBILE for over 1 year now, On Saturday 1/11/2025 I noticed I had no cell phone service on both my telephone numbers ************ and ************. On or about December 15th 2024 I prepaid my cell phone for 3 months and was told that my next payment would not be due until April 2025. I had no idea that Hello Mobile was going out of business until 1/11/2025. At this same time, I found out after calling Hello Mobile's telephone number that the business was no longer in service. I then ******* the business to see if I could find out more, and then I discovered that they had indeed gone out of business and had transferred their subscribers over to another cellphone company named ****************. The story can be found at the following link: ************************************************************************************* Neither Liberty Wireless nor Hello Mobile have been transparent in this change/transfer of service. I have received at least one form of communication from ****************; however, like others, I read about, I thought they were spamming me. I have made numerous calls to **************** in the last 24 hours, at the phone number ************: the phone rings, and when it does not immediately hang up it leads you to a VRU that repeats over and over again that they are busy and an agent will be with you soon: however, after about 15 minutes the call is disconnected. At this point, I have no desire to do any business with ****************. I would like to get them to restore my service so that I can port my numbers out to a more reliable company. Also, I want the $135.00 that I paid in advance for 3 months of service that I have not received, refunded immediately. If this issue cannot be settled amicably and expediently, I will have no other choice than to seek legal recourse since it's not only inconvenient but I am losing hundreds of dollars per day not being able to log into my contracted work with Okta verify on working cell phone.