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:02/12/2024

  Type:Product 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 signed up with hello mobile because the rate was reasonable. After I signed up the service in my area was very sketchy I would not get my messages and my phone calls would be dropped. At this point I got a hold of the company and ask them for a PIN number so I can transfer and they told me I had to have service for 30 days at least so I waited 32 days and then I requested a PIN number again. At this point I requested a PIN number five times and they told me each time that they sent the pin number to my email address and my phone. But they did not it's just a scam if you look on the internet they don't give out PIN numbers on purpose. This way they can keep customers because you can't transfer there's no way to do it. So now I'm stuck with a phone that I can't use half the time and they're going to deduct money out of my account because you can't change your credit card. I know they're not sending the pin number because they keep sending me messages and solicitation to my email box but when it comes to sending me a PIN number nothing shows up. And when I take money out of my account they send me a receipt to my email but mysteriously they can't send a PIN number to my email. Like I said I attempted five different agents and got the same result with every single one of them they say they're sending it but they never send anything. And they have a script that they go through because each one of them sent me the same wording. I think it's disgusting that a company can lock you in and not let you transfer just so they can keep your business and your money. Now my phone number is locked with these people and I cannot get it back. I even spent $80 for an outside company to unlock my phone and they could not do it. Please help me with this or at least one other people of this. Sincerely *********************

  Customer Answer

  Date: 02/12/2024

  Just wanted to say if you ****** hello mobile not giving transfer PIN numbers you'll see people all over the Internet complaining about it

  Business Response

  Date: 02/15/2024

  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: 02/16/2024

  I don't understand what's going on. Hello mobile called me I submitted my driver's license as proof so they can transfer my number. And nothing has happened since they just went back to the same old c*** not transferring anything. I get a hold of TracFone which is the company I'm transferring my phone number too and they tell me the transfer is in progress but that was 3 days ago. A transfer does not take that long it only takes a matter of minutes so I don't know what hello mobile is doing. Holding things up again as usual. This is getting disgusting.

  Customer Answer

  Date: 02/16/2024

  Okay this problem has been resolved. I finally got to switch my phone number over to new carrier. Thank you for all your help. You may close this claim

  Customer Answer

  Date: 02/21/2024

  Okay this problem has been resolved. I finally got to switch my phone number over to new carrier. Thank you for all your help. You may close this claim

  
  

• Initial Complaint

  Date:02/10/2024

  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 didn't get to utilize the $5 plan service with them. It seems like a good company though. My phones ended up not being compatible even though they BYOP said on their website those were. I cancelled my service the same day of receiving my sim card from Hello Mobile on Friday 09, ****. I cancelled with a representative while on the Hello Mobile website. ******* assured me my account was cancelled that Friday. I did not get a confirmation email or see a refund for $5 of the cancelled service. That ended up not working with my phone. I checked my bank and the $5 for the plan still shows as deducted on 2/10/****, 6pm.

  Business Response

  Date: 02/15/2024

  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: 02/15/2024

  The company has emailed me that my refund is on the way plan cancelled. See screenshot. 

  Customer Answer

  Date: 02/16/2024

  Yes I do. From screenshot shows they refunded me. I will contact my bank for further steps should I need to. Consider resolved. 

• Initial Complaint

  Date:02/01/2024

  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 purchased a phone on 1/16/24 for $69.95 and i am trying to return it as the phone is defective and cannot be activated. The label provided by customer service does not work as I cannot ship this with First ********** since it contains a battery. Every time I reach out, they insist that the label works but **** will not accept this, had tried at several different **** locations. They then asked me to bring it to any carrier like *** but the label is specifically for ****. Can you provide me with a proper label so I can refund this item?

  Business Response

  Date: 02/13/2024

  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:
  
  

• Initial Complaint

  Date:01/29/2024

  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 had my phone connected to Hello Mobile, and I decided to have another phone, connected.Far from being the "easy" transition advertized with your own phone and number tranference, it's almost a whole month of service and I still haven't the phone working.I've been though NUMEROUS tech persons, EVERY TIME having to go through the same process, and though EXACTLY THE SAME checking of my phone settings. I had two days SOLIDLY of being "handed off" to the "next level" tech, go though the whole process of settings checks AGAIN, and on two occasions the call dropped (most likely intentionally I'll guess). I sent FIVE emails, which were received by Hello as automated confirmation was received, but no-one EVER emailed me back to my questions. Not a peep.On the fifth day of my attempts, when I was supposedly connected to a "higher tech" (who had me doing the usual settings check!) when she offered to raise the issue to the "highest level" ... and that they would call me back to resolve this situation in two to three days.Nothing, until after EIGHT DAYS I got a call: "is your phone working OK"..? Well no, no change. So she asked me to hang on and connect me to the elusive "higher being". I waited, left the phone on speaker, WAITED OVER TWO AND A HALF HOURS" and no-one ever answered! The music was still playing.Well today, almost an entire month without full use of the phone, I called yet AGAIN, had to go through the standardized settings check (of course), with the FIRST tech, and then all over again with the SECOND tech to which I was handed off. Her conclusion? The "highest level tech" will call me with a solution (where have I heard that before?).And the last issue is that I've been charged for the whole month for incomplete service, and until yesterday, all was well, as I was supposed to get my second month free: but I see the billing is suddenly due to charge me for the entire coming month!Who can I call? No-one ever answers! Or comes up with a solution.

  Business Response

  Date: 02/14/2024

  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:01/29/2024

  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 paid them 5.00 dollars to start service and they couldnt start up service for me and so I emailed them about 10 times and I dont get any response

  Business Response

  Date: 02/13/2024

  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: 02/14/2024

  How can they say I used data and minutes I didnt have there SIM card in my phone cause when it came back to tell me they couldnt transfer my number I took it out so there lying and I want my 5 dollars back

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21216331
  
  I am rejecting this response because: How can they say I used data and minutes I didnt have there SIM card in my phone cause when it came back to tell me they couldnt transfer my number I took it out so there lying and I want my 5 dollars back
  

  
  

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

  Business Response

  Date: 02/21/2024

  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:01/29/2024

  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.

  They closed my account causing me to lose my phone number that I had for many years without proper notice. They are not willing to get me my phone number back.

  Business Response

  Date: 02/07/2024

  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:

  Business Response

  Date: 02/07/2024

  See revision please. 

• Initial Complaint

  Date:12/19/2023

  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.

  The problem started in late October. I think it was October 19th. The very same day that service was paid for to renew the monthly service, data speeds on the phone dropped from normal speeds to slow speeds of 0.2 Mbps. When I called Hello Mobile about the problem, they said that too much data had been used and that the speeds were throttled for that reason. I disagreed because the phone is used by my father, and he doesnt use that much data especially not in less than 24 hours!! Its truly impossible. Then, I talked to another person who told me that the speeds were slowed due to the network just being slow and that next month it might be fixed. Well, since that call, now two months later, we just had the renewal payment go through, and the speeds are still 0.2 Mbps. They never improved. Were still on the unlimited data plan, paying $25/month. We didnt move to a new location. We still have 100% full bars connection on the network connection. The service *****. If were paying for the unlimited data, we should get unlimited data at normal speeds, not 0.2 Mbps. I dont know how Hello Mobile can claim that 9 BG data has been used. I think someone copied my SIM card information, and I think you know something about it. I had heard about poor business practices before. Now Im sure that Hello is doing something very wrong! Were planning to port our number out, but you have a chance to fix this. I dont think you deserve $25 for unlimited data use for the past two months, since you did not deliver. The only way my dad can use the internet on his phone is to connect to some WiFi, defeating the purpose of a data plan. Its frustrating! You try to use your phone on 0.2 Mbps for 2 months and get told you just have to deal with it. Id like to see you try!!! What can you do to fix this problem? My mom and my brothers use your service. They can switch, too, if we complain to them. Do you deserve the business, or not? We have been patient. It has not served us to be so.

  Business Response

  Date: 12/21/2023

  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:12/13/2023

  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 am trying to port my number ************ from Tracfone to HelloMobile. HelloMobile said that there is an error message which is as follows."Number Being Transferred: ********** Bring Your Own Number Status: Unsuccessful: Account Details Error || Your transfer was unsuccessful due to an error with your account number"I was on a ***** call with ******** from HelloMobile and **** from Tracfone that lasted for more than 1 hour. Both the people are from the respective NumberPorting teams. ******** confirmed my account number ***************** and ***************** on the call. They also said they do not see any request for porting from HelloMobile. ******** wanted the "Request Number" and "Service Provider ID" to trace the porting request. HelloMobile agent was not able to get either of the details.My **************** ends in 3 days 15-Dec-2023. I would like to retain my number. I have reached out to both teams multiple times. HelloMobile is not able to give more details on the porting request while ******** says they did not receive a request.Both of them confirm that the account number, zip, pin are correct. Please help retain my number from tracfone to hellomobile.

  Business Response

  Date: 12/19/2023

  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:11/30/2023

  Type:Product 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 have called multiple times to customer service, and no one is willing to answer my question or address my concern. I spoke to a supervisor named **** who called me combative and accused me of lying about when I inserted my sim card and when I began using the service. Im in disbelief at this because I would think that he, a supervisor, would have access to confirm the confirmation emails that I received when I activated my sim card and started using my phone. I have included a screen shot of the email and text message I received after I transferred my number and started to use my sim card. Im making this complaint because I was charged for data before the sim card was even in my phone. No one at this company can tell me why or how that happened. I was charged for 241.89MB of data when the sim card was not even in my phone. This is highly deceptive. As you can see in the screenshots of my text and email confirmations, my sim card was inserted into the phone at the same time my phone number was transferred: 11/29/23 @ 7:49 PM. However, notice the image from the Hello Mobile App that shows data was charged to me on 11/29/23 from 2:51 PM through 6:44 PM while I was still connected to my prior mobile company.

  Business Response

  Date: 12/19/2023

  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: 12/19/2023

   
  Complaint: 20942011
  
  I am rejecting this response because there has been no resolution.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/27/2023

  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: 12/28/2023

   
  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:11/27/2023

  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.

  Hello Mobile does not delete customer information even after a customer leaves their service. I left their service months ago and they still retain my personal information on file. I called their customer service a few times and they said they've deleted the account but I know they lied because when I try to create an account using the same email, it says something like "email already exists"...I asked for reference number of my discussion and the customer says he is not going to give any reference number or his full name. he says his name is "*********". They even continued to email me for months asking for credit card and payment information after I moved my service over, claiming that my account didn't have valid payment information. I am surprised how this company manages to shady in business with shady practices.

  Business Response

  Date: 12/05/2023

  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: 12/06/2023

   
  Complaint: 20924201
  
  I am rejecting this response because:

  Your business continues to lie about data privacy. See attached email, I keep on getting pressured to update my payment as you still try to bill my account. 

  ******* called me and said he deleted my account but I checked and it says it is still registered under my name. I am surprised why someone didn't take you to court yet.
  
  Sincerely,
  
  Kiran

  Business Response

  Date: 12/27/2023

  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: 12/28/2023

   
  Complaint: 20924201
  
  I am rejecting this response because:

  No resolution has been provided. My account still exists. I keep on getting emails asking for payment to the account which doesnt even have a valid number.

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

  Business Response

  Date: 01/04/2024

  Upon receipt of this inquiry, Hello Mobile has made a good faith effort to assist with you with the resolution of your inquiry. As mentioned previously, you are not a Hello Mobile customer.