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:08/06/2024

  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 canceled all the services from Hello Mobile on July 31st, 2024, and 6 days later, I try to activate my phone with another carrier, and they tell me that this phone cannot be activated because it's still active with Hello Mobile. When I log into ************************************************ on August 6th, Hello Mobile says that my account has been 'reactivated with 1 line' ... Wow! Without my knowledge!!! Who 'reactivated' my phone? You are stealing my expensive phone. Please release my phone, and cancel all my services immediately, and delete my account forever!! Stop lying that you canceled my service already. You are lying! You steal my phone so that I cannot use my own phone with any other carrier! I am contacting ***.

  Business Response

  Date: 08/19/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22102129
  
  I am rejecting this response because: Yes, you did call me and promised to delete my online account, but you never did. How do you explain that many people complain that their phones were locked after canceling your service, and even more people complain that they cannot port their precious phone numbers out to another carrier from you? Are you doing this as a revenge or your system has a lot of glitches? Now I am one of the many victims from your fraudulent practices.

  I canceled your service by calling you, and of course every time I call you the agent always verifies my identity, and yet, you never send me a confirmation email about the cancellation. The only email that I have received so far is the following;

  'You recently contacted us to cancel your Hello Mobile service. Were sorry to hear you wish to cancel your service. Canceling your service means that you will no longer have data, minutes and text messages on your phone.
  
  For security purposes we will need to verify your account information over the phone. Please call us toll-free at ************** to process this cancellation request and a customer service representative will help you out.'

  You insist that the above email is a cancellation confirmation email. Really? I called you more than 5 times to verify my identity, and yet, the email still asks me to call you to verify my identity. And how about at least 40 minute waiting when I call you?

  Please add 'delete my account' option to your website.
  
  Sincerely,
  
  Yunih ***

  Business Response

  Date: 09/13/2024

  Hello, 

  As previously confirmed we are working on this matter and are looking forward to resolving the issue. 

   

  Sincerely, Hello Mobile

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22102129
  
  I am rejecting this response because: My account is still not deleted.
  
  Sincerely,
  
  Yunih ***

  Business Response

  Date: 09/17/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  need to be able to change my address and cc on my acount login in and they wont help me have to wait over a hour on line for help each time

  Business Response

  Date: 08/08/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:07/24/2024

  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 contacted Hello Mobile on 7/22/2024 at around 3:45 PM PDT and spoke with a representative named ******. I inquired about changing a plan for just one of my three lines. However, ****** deleted the line entirely, causing me to lose a number I have been using for over 10 years. I need this line restored ASAP

  Business Response

  Date: 07/30/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22039040
  
  I am rejecting this response because:

   

  I would like to question why you are lying about the situation. What you have stated, "In reviewing the account, on 7/22/2024 you were in contact with a representative regarding your account via live chat. Per your request, the representative removed line ending ***** from your 3-Line plan," is just a lie. I asked about applying a different plan, not disconnecting the line. I had this conversation via your chat and received a hard copy of the chat transcript. 
  
  I'd like to request the full chat transcript. For whatever reason, you sent a partial transcript on the 22nd, but at the very end, it clearly shows my question, which reads, "**** 06:54:38 and how do I change a plan for just 1 line? Your portal is forcing me to change the plan for all 3 lines." Exactly where in the chat did I request the line to be deleted?
  
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 08/01/2024

  I would like to question where in that chat I requested the line to be deleted, removed, or disconnected.
  As shown attached, I asked how I can change the plan for just one line.
  What they have stated, "Per your request, the representative removed line ending ***** from your 3-Line plan," is just a pure lie.

  Business Response

  Date: 08/07/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22039040
  
  I am rejecting this response because:

   

   

  I would like to understand why you are not providing proof or a full chat transcript showing that I requested my line to be disconnected, as you have claimed.
  
  Let's also make it clear that it was your rep who hung up on me and never called back. If you intend to claim that I disconnected the call, I would like you to prove it.
  
  I don't understand what you are trying to achieve here. You are simply blaming me for everything, and I don't see what you gain from this nonsense.
  
  If you want to point fingers, show some proof.

   

   

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

• Initial Complaint

  Date:07/08/2024

  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 inquired about service with hello mobile/ Qlink back in May 2024. They sent me a sim which I did not activate until o6/08/24. I have called them many times to cancel the service because the service is mediocre and lots of ppl kept on calling the number they issue me. They wanted to charge me $5 to change the number which I refused to pay. They did not change the number neither they they issue a cancellation of the account which I requested. I have called to issue a refund and they refused to issue a refund because I am unable to utilize the service. Today they charged my credit card for a second month which should be free based on the information they provided to me. If activation was in June , then July should be a free month . That is bait and switch that they use to entice customers. They need to issue a refund of $50 immediately. I have spoken to many if their agents on the phone to day from ***** who gave me a very difficult time. I have asked the supervisor ***** to cancel the account about 10 times and issue a refund but he has refused. I need them to cancel this account and issue a full refund . They charges my account to and I have not used the account so I am entitled for a refund . This company is very fraudulent. The ********** of Florida should look into their tactics

  Business Response

  Date: 07/18/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Business Response

  Date: 08/07/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:07/05/2024

  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.

  My Hello mobile account number *********. I cannot log into my own account and was surprised to find out that my phone number is not working, as the *** shows "SOS." Hello Mobile has arbitrarily canceled my account but continues to charge me $5 monthly. Now, I cannot retrieve my phone number! My phone number is crucial to me as I need it for receiving notifications from my pharmacy and doctors regarding my heart condition. I am unable to receive banking verification codes and cannot access my accounts. Additionally, I am losing business because my clients cannot contact me. Hello Mobile must take responsibility for all these losses. I now only hope that Hello Mobile can retrieve the phone number I have used for ten years. If this cannot be done, then we will see each other in court, as I have kept evidence.

  Business Response

  Date: 07/16/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:06/27/2024

  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 signed up for a life line phone with Link wireless and they said there SIM card would not work in my phone, so they had shop for a new phone on their website. I bought a new phone on June 5th for ******, which came out of my bank account right away. I waited awhile for the phone and Sim card. I called and they said they shipped it to me on June 21st 2024. Gave me this tracking number **********************. The phone still never arrived, but I got the Sim card, my son told me to wait for the new phone since they said it would not work in my phone. So I waited until Tuesday 6/25/24 and called them back. They said they cancelled my phone order because I couldn't answer my phone,which I had no service. They told me they voided the payment with my bank account ****** on 6/19/24 @ 1:14 pm. Gave me this ID # ********************** and told me to call my bank to get my money. My bank said they never knew anything about it. I also sent QLink my bank statement which they asked for to for proof of payment. My bank will not return my money and now I can't get ahold of anyone at Hello Mobile or QLink. By the way the Sim card did fit in my phone. Anyway no phone and no money. Hello Mobile address is ***********************************************************************phone # ************** fax# **************. QLink has the same address except for suite #*** phone number ************** they tell you to call ************* then **************. I never got a human to talk to since yesterday.

  Business Response

  Date: 07/11/2024

  After reviewing this inquiry Hello Mobile is requesting Complaint ID: ********** forwarded to Q Link Wireless.Q Link Wireless is a mobile company that provides **************** in which is a sister company of Hello Mobile. All inquiries will be addressed separately and according to the company in which they were intended for.

• Initial Complaint

  Date:06/27/2024

  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 am writing to express my profound disappointment and frustration with the recent service I received from Hello Mobile. Last month, I decided to add a second line to my account and consolidate both lines. With this decision, I cancelled the service for my iPhone 6 Plus with Simple Mobile, a provider I had been loyal to for 12 years. Before making this switch, I took the necessary steps to ensure compatibility with Hello Mobile, and it was confirmed that my phone was compatible.However, after receiving the *** card, I encountered constant issues with the service. The connection would repeatedly drop, going off and on unpredictably. When I reported this problem to Hello Mobile, I was informed that my phone was actually not compatible and that they had made a mistake. Despite acknowledging their error, they refused to refund the payment for this faulty service.I patiently gave it a month to see if the service would stabilize, but it consistently failed. During this time, Hello Mobile promised to escalate the incident and consider providing a credit or a replacement phone to compensate for the inconvenience. Today, June 27th, after enduring this subpar service for a month, I decided to remove the second line and requested a credit for my ******* line for July. To my dismay, my request was flatly refused.Adding to my frustration, I was placed on hold for an additional 37 minutes after already being on hold for 48 minutes earlier in the call. This level of customer service is completely unacceptable.I hope that by doing so, I can prevent others from enduring the same level of poor service and unprofessionalism that I have experienced with Hello Mobile.

  Business Response

  Date: 07/03/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:06/18/2024

  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 a long-time user of ******************************************. Month after month, I expected them to resolve the issue, but unfortunately, there are no more chances for them. I paid in full for the UNLIMITED 5G HIGH-SPEED data and two lines with an unlimited plan. However, neither of these services worked as promised. I'm not talking about slow speeds; it's TOTALLY IMPOSSIBLE TO USE them. When the service does work, it's only up to 1MB, and it's evident that they are reducing the speed of the plan they initially marketed as unlimited high-speed.I've tried to complain multiple times via email and chat, but they have been careless and reckless. They don't seem to care about their customers. Their chat support is a waste of time; they never resolved my issues and always found excuses. They even asked me to remove the *** card and verify serial numbersan unusual request that no other company has ever made. Providing all the requested numbers was a lot of work, and yet, they still didn't solve our problems.I have proof that despite their promise of unlimited data, I haven't even used 1 or 2GB of data. It's not due to exceeding usage or network congestion; the service is simply impossible to use for basic tasks. Additionally, the call quality is terrible. I've tried using different phones, including new iPhones, Android devices, and the ******* Galaxy S24 Ultra, but nothing seems to work.I'm now considering legal action because I paid for a service that hasn't been delivered to me at all. I feel deceived, harmed, and taken advantage of. ??????

  Business Response

  Date: 06/27/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  Tried to port in my number. After NUMEROUS attempts I couldnt get my number ported because of TRASH company Straight Talk. Was told my payment method i used for service would be the payment metbod they sent A PROMISED refund to. Its been about two weeks and they havent even attempted to refund me for not even being able to use their service.

  Business Response

  Date: 06/19/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21845398
  
  I am rejecting this response because:
  

  I provided my personal information. My account was cancelled by Hello Mobile and I couldn't even log back in to give any other information that was related to my account.

  So how was I supposed to give you account related information when my account was deleted?

  Business Response

  Date: 06/21/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service 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.

  Since starting service I have noticed that data speeds are being purposefully throttled to 1mbps by HelloMobile. This is evidenced by speed tests - in many areas - start to peak out at numbers nearing 100mbps then immediately dropping to 0.98-1.1mbps both down and up. This exact same behavior is also seen with their sister company, QLink. When using other T-Mobile MVNOs in the same areas, speeds are in the 500mbps+ range. **************** denies they are throttling, yet they still advertise "high speed data" even though the connection is virtually unusable at these speeds.Reaching out to their customer service is fruitless and they push you to contact via ******** Messenger. The representative I spoke with tried to blame the situation on tower congestion, then asked me to remove the *** from my device - which is an iPhone 15 Pro *** and has no *** card - which indicated they had no clue what account they were working on OR what they were doing. I was promised resolution and a callback and received neither.They make false claims as to data speeds and pricing and should be investigated for this fraudulent behavior.

  Business Response

  Date: 05/15/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached:
  
  

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21686982
  
  I am rejecting this response because:

  I contacted Hello Mobile via their email form and received no response.  I then was directed from their website to go to ******** Messenger for support, and I spoke with a clearly uneducated and unaware representative.  I then filed an FCC and BBB complaint regarding their clearly fraudulent behavior.

  I did speak with a representative via phone who was not quite aware that she worked for Hello Mobile since she identified herself as working for QLink.  The representative gave me nothing but excuses as to why the service wasn't working, and basically spoke in circles.  I recommended to her that she get a member of management involved in this complaint but she insisted she was a manager even though she was oblivious to the company she worked for.  I did also let the representative know that I would be more than happy to escalate this matter to a formal FCC complaint as well as Arbitration.  I intend to exhaust EVERY LEGAL AVENUE POSSIBLE against this fraudulent company and their clearly incompetent "support" representatives.

  The claim that they offer high speed data is clearly false.  The data is quite clearly throttled to precisely 1 megabit-per second (I've spelled this out because "mbps" is a term the "support" representative wasn't clear on for some reason).  This is clearly evidenced by multiple speed test sites showing a peak to around 50-100mbps then an immediate drop and hold to 1mbps.  Hello Mobile is an MVNO of T-Mobile ***, and OTHER T-Mobile MVNOs are showing 500-600mbps speed tests on the same device, in the same areas tested.

  Quite simply, Hello Mobile is defrauding their customers and offering useless service.  I welcome a valid and useful response from the company - from a representative that knows what company they actually work for.  Otherwise, I will find great pleasure in securing justice for myself and other customers against these fraudulent operators and I anticipate that it will cost them a great deal of money.

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

  Business Response

  Date: 05/24/2024

  We at Hello Mobile would like to extend our apologies for any inconvenience. We have received your complaint and have carefully reviewed the matter. Please see our response letter attached: