Business Profile
Mobile Phone Service
Hello Mobile Telecom LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 169 total complaints in the last 3 years.
- 64 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:05/04/2024
Type:Sales and Advertising IssuesStatus: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 had hello mobile for 8 months. The first month was $5, the second month they said, I was running out of data. They don't tell you to shut your data off. The 7th month they added LOWR to my address and now they wouldn't let me into my account. I said I haven't received my voicemail notifications since day one.They said order a new SIM card and shut my service off without telling me. They picked Amazon Logistics to deliver my SIM card so it never came. I'm 70 and homebound and the scumbags shut my phone off for two weeks. My phone is turned back on, I had to change companies, now the scumbags won't go away. They just keep nailing me for 10 bucks a month. I haven't had their service in two months. Don't fall for this $5 a month data scam. You can't trust them. They have charged me $10 a month for 3 extra monthsBusiness Response
Date: 05/13/2024
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: 05/15/2024
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:05/03/2024
Type:Service or Repair IssuesStatus: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 paid ***************************************************************************************************************************** that my unlimited had a data limit and I reached it so no I will have no data for the rest of my service timeBusiness Response
Date: 05/08/2024
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:04/11/2024
Type:Sales and Advertising IssuesStatus: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.
Website has issues with their links- option for esim and physical sim is backwards, when I click "switch to esim" website adds physical sim to cart so when I first checked out it checked out a physical sim when I wanted an esim. So because its backwards, I click "Order New Sim" and it adds an esim to the cart only this time I'm forced to pay a replacement fee because I ordered a physical sim already but I thought it was for esim!Business Response
Date: 04/19/2024
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: 04/22/2024
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:04/03/2024
Type:Product IssuesStatus: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 had 2 lines with Hello mobile until Sep 2023; After that I have cancelled one of the line and ported to another service provider. They have kept charging me for 2 lines until today(3rd April 2024). When I approached them for a refund for one of the line which was not used, they started saying me that it was not cancelled at their end and hence kept charging me. They refused to refund the amount charged for both the lines. This is insane. Line 1: Number: ************ (Active line)Line 2: Number: ************( Number ported to another provider as on Oct 2024)They also told me that I only made a request for porting the line which they did. I have to make a separate request to cancel the line. This is ridiculous. Requesting your interference and support in getting me the refund for the 7months of additional charge automatically charged on my card. Thanks.Business Response
Date: 04/09/2024
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:04/02/2024
Type:Product IssuesStatus: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 started using hello mobile a little over a month ago I paid $40 for the. Talk, text, data & 10gb of mobile hot spot. About a week and a half ago! My data and mobile hot spot stopped working completely! I talked to 3 tech support **************** all asked for personal info and had no idea what they were doing. My account was never fixed I still have no data and yet they are wanting me to my $40 bill. Everytime I have called or tried to chat I get ahold of NOONe. It seems to be a huge scam. I want my refund for the month I paid and account closed. I would like the refund due to I will have to use it to find another service.Business Response
Date: 04/09/2024
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: 04/09/2024
I paid for ************* +10gb mobile hotspot for $40!! My bill for the next month wasnt due until 04/08/2024 & not one of their technical support employees said anything of the sort to me. My data never started working again it stopped working on 03/27/2024! & thats funny that they say Im showing everything is working when I deleted my E sim and have not used there service for over a week now and even when I used my data issue was never resolved.Customer Answer
Date: 04/09/2024
Complaint: 21522548
I am rejecting this response because: I signed up for ************* + 10gb mobile hotspot plan not 5. My data issue was never resolved and I deleted my eSIM I have not used there service in over a week now. So how can they say they see I am using there service and it looks perfect when I dont have service due to deleting the e sim.
Sincerely,
*********************************Business Response
Date: 04/19/2024
Hello Alyxandria,
Hello Mobile has made a good faith effort in answering all questions and concerns regarding your account.
We have made many unsuccessful attempts to contact you regarding this matter.
Sincerely, Hello Mobile
Customer Answer
Date: 04/19/2024
Complaint: 21522548
I am rejecting this response because:
Sincerely,
*********************************My new Number is ************
I want a refund you guys did not hold up your end of the bargain as is shown.
Customer Answer
Date: 04/22/2024
They have not emailed me one time.
they did not do anything to hold up there end of the deal.Initial Complaint
Date:03/26/2024
Type:Product IssuesStatus: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 phone plan I activate the service the I try to use it by opening the internet and i find that the service doesnt work i call the company to get a refund and they say they cant because I use the service already.Business Response
Date: 03/28/2024
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: 03/28/2024
I have received the a refund of $40 dollarsCustomer Answer
Date: 03/28/2024
I have received the a refund of $40 dollarsInitial Complaint
Date:03/11/2024
Type:Service or Repair IssuesStatus: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.
They claim to provide 5G data - I pay for 4 GB of 5G data/month. I cannot receive MMS for over a week (this happens at least 5x/year) and my data is lower than 2G speeds CONSTANTLY. I have tried contacting them and they do not respond to ******** or chat messages sent when they are offline. When chat is online, they gave zero technical skills to actually troubleshoot anything. Calling their help number means waiting at least 2 hours before you are transferred to a person who has any tech skills, and then they INTENTIONALLY DISCONNECT you so they don't have to deal with you. My service ***** and they have not delivered data service at all for at least 5 solid months of the 3 years I have been with them. The rest of the time, they deliver 2G speeds at most instead of 5G. I expect at least 5 months of my billing refunded.Business Response
Date: 03/20/2024
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:03/11/2024
Type:Sales and Advertising IssuesStatus: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 an account with ******************************************* and I am using their two line with phone number -************ and ************. From last night(03/10/2024) I cant access my number. I had set up auto payment for this account. Today they are saying that due to my bill they cancel my account and cant my number back. They didn't notify me anything before. So how can I get my two number back? Please help me to get my both phone number backBusiness Response
Date: 03/20/2024
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:02/27/2024
Type:Product IssuesStatus: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.
The Transaction started 02/26/2024 The amount $120 They Wouldn't Turn my phone back on because they keep Scamming me out of pocket Then they wouldn't Refund the money back to meBusiness Response
Date: 02/29/2024
Upon receipt of this notification, a Hello ****** representative has attempted to contact you regarding this inquiry but was unsuccessful.
We are in receipt of your BBB inquiry; However, Hello Mobile cannot identify an account nor a pending application with the provided contact information provided on the inquiry.
We request that you kindly provide us with more information to further assist with the inquiry.Customer Answer
Date: 02/29/2024
Complaint: 21353547
I am rejecting this response because: I really believe that they took $120 from my bank account
Sincerely,
*****************************Business Response
Date: 03/06/2024
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: 03/11/2024
Complaint: 21353547
I am rejecting this response because:
I was a customer of ********************************************* they took $125 from me and I want it back
Sincerely,
*****************************Initial Complaint
Date:02/22/2024
Type:Customer Service IssuesStatus: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.
Hello Mobile network is awfully slow, I can not load a simple website, after weeks of noticing this behavior I called them, have been on the phone for like 4 hours with every other customer service member asking for my details again, reset my network again and again with no resolution. Talked to customer service manager and she started with the same thing, I have verified my personal information and they have verified my phone information but even though they asked me to call them back in 5 minutes, they need to waste another *************************** I took time away from my work to get this issue fixed but it seems they do not have the intention to get it fixed.Customer Answer
Date: 02/23/2024
I finished testing other 2 lines which I have with Hello Mobile, same issue.Customer Answer
Date: 02/27/2024
I spent another 2 hours with the support tech and I was told that due to my data usage my speed is being throttled. My data usage as per them is 2 GB, upon inquiring about what the limit is for *************, I kept getting a scripted answer that I should by data as add-on and they do not know the trigger limit, so much for an unlimited data plan.Business Response
Date: 03/20/2024
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: 03/20/2024
Complaint: 21332125
I am rejecting this response because: When talking to the customer service person I was told that I had used 2 GB out of my 5 GB data. Please advise how is that excessive data usage. I would understand if I had crossed my 5 GB of usage that there would be reduction, as per my plan I should be getting 5GB of data before any reduction/throttle is done, this is a clear violation of my plan agreement.
Sincerely,
***********************Business Response
Date: 03/27/2024
A Hello Mobile representative will be in contact with you in regards to better explain your plan. Thank you for your patience.Customer Answer
Date: 03/28/2024
My data usage as of yesterday is 2.1 GB, I am on a 5 GB plan. I am being throttled for last week or so, at the current rate of speed I will never reach 5 GB. Every month my data usage is around 2 GB. Please request Hello Mobile to submit the data usage data, so that every one can be on the same page.Customer Answer
Date: 03/28/2024
Complaint: 21332125
I am rejecting this response because: on my 5GB plan I am alway around 2 GB data usage, please request Hello Mobile to submit my data usage for last 6 months. At this point they are trying to have us read terms and conditions, whereas as a company they are not fulfilling their advertised data promise.
Sincerely,
***********************
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