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Business Profile

Mobile Phone Service

Hello Mobile Telecom LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

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 Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    For the last 5 months, my Data is being slowed towards the end of the month to unbearable slow speeds.I have an unlimited Data plan & use approx 5 or 6 GB per month.I tried calling them several times & the keep telling me to reset the network etc. just wasting my time, as if the issue is with my sim or device.I keep telling them the pattern I have. From the first of the month till the 15th, data is fast. From the 15th to the 20th it's slow. From the 20th till the end it's unbearable, I cannot use most of the apps as it is too slow.It's pretty obvious that my data is slowed for "excessive usage" despite only using 5 GB.

    Business Response

    Date: 11/27/2023

    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: 11/27/2023

     
    Complaint: 20900905

    I am rejecting this response because:

    This problem has been going on for 5-6 months. I had called in a few times and did all the troubleshooting but the problem remains.

    I repeat, this is not about my device! This is a clear pattern where every month after the 15th my service is slowed.

    It works perfectly the first half of the month, so it's not my device etc.

    Every time I call Hello, all they want is for me to do the troubleshooting, trying to convince me that it's a problem on my end.


    Sincerely,

    *************************

    Business Response

    Date: 12/05/2023

    Hello Mobile has made a good faith effort in assisting you with your inquiries.

  • Initial Complaint

    Date:10/23/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    10/24/2023 Agent Names: I talked to several phone agents and chat agents about the issue. The problem:My phone number was erased from account. I had this phone number for over 20 years and one day they assigned a new phone number without my permission. They stole my phone number. I told them I will file a BBB complaint, several agents lied to me saying they submitted a ticket and my phone number will be restored. I lost over 100$ trying to find my old phone number. They are scam artist, deleting phone number Solution requested. I would like my phone number restored as stated by several agents.

    Business Response

    Date: 10/25/2023

    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: 10/25/2023

     
    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.

     

     

    thank you, i saw that my number was restored.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:10/02/2023

    Type:Product Issues
    Status:
    Answered
    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 complaint is the same as many others who have filed a complaint before me, Hello Mobile refusing to port out my number and the two numbers of my sons. My number has been ported too many times among different service providers and there was never a problem doing so. This is my number for 10 years and it is impossible to update all of my banks, credit card companies, business associates, insurance companies and all other contacts without missing any of them and have a consequence. My sons have also applications for various jobs that make it necessary for them to have the numbers they sent out for their resumes be active when they will be called for interviews. I have made an attempt to contact them and was forwarded to a supervisor who said there is no guarantee I can get my number or my son's back despite the fact that no one is using that number yet. I cannot understand why they cannot simply reactivate my sim and I paid out of a credit card I have with them but never had any communication that my payment did not go through, I had service all along. They are bound by law to port out the numbers of their customers and just need to file with BBB first before filing a complaint with FCC to see if they can address my issue in a non-legal manner.

    Business Response

    Date: 10/10/2023

    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:09/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 8/23/23 I ordered a phone with Hello Mobile, a Serano HotPepper 3. on 9/20/23 it began to malfunction. I did a factory reset, and called tech service with hello mobile to discuss the issue. Hello Mobile insists they only carry a warrenty on the phone for 14 days, after that it has to be a manufactures warrenty, they give me a number to call. I call and am informed that they work exclusively through QLink the government assistance for cell phones, and any warrenty claim would be through them. They don't know who hello mobile is. So I am told to call Hello Mobile back. They refuse to give me to a manager, and insist it's the manufacturer responsibility. I've been in an endless loop for this crappy phone. Yes it's a 40 dollar phone, but I also have service with them as well. The phone is malfunctioning and I need a new one. No physical or water damage, the screen doesn't respond correctly, randomly you have to double tap, and then sometimes it opens what you want it to open, other times you get something else entirely. FIX THIS ISSUE Hello Mobile. Just exchange the phone for one that works. Im still waiting for the email from the manufacturer explaining the warrenty situation on their end.

    Business Response

    Date: 10/06/2023

    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:09/20/2023

    Type:Product Issues
    Status:
    Answered
    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 3 month pre-paid plan for my son. they do not have their own phones so I spent over a week trying to get an old phone unlocked to no success, I can NOT use this service anymore and since it has been over 7 days they will not issue a refund. even though I can NOT use this service and it was NEVER activated. After reaching out to them, they said no, it has been over 7 days we don't issue any refund what so ever. Had I known that was the case I would have never purchased their service in the first place. I don't see why they can't issue a refund since it was never even active. It would be different if I had been using the service for the last 2 weeks then demanded a refund, but I haven't been able to use their service since it was shipped to me. Yet they still wont issue a refund

    Business Response

    Date: 09/29/2023

    Hello *******,

    As a one-time courtesy, Hello Mobile has issued a full refund back to the card on file. Please note that the credit can take up to 5-7 business days for the refund to appear back to your financial institution.

    Again, we regret any inconvenience that you may have experienced regarding this matter. We appreciate you taking the time to work with us and consider this matter satisfactorily closed.

    Sincerely, 
    Hello Mobile

     


  • Initial Complaint

    Date:09/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    acct # ******** order #*********************. For cell phone TLC A30.. The sim card was sent on 8-20-23 however there was nothing in the envelope. I complained so they sent another sim card but there was a carrier delay, I never received it. The third sim card was sent on 9-6-23. It was installed on 9-8-23. This phone was not useable, I don't know why, I could not make a call from my home. I have talked to Hello Mobile it seems like 100 times. They repeated themselves over and over again. I asked for a refund and was told I had to request a refund within 14 days of purchase. I didn't know the phone was not working until I finally got the sim card installed which was 24 days after purchasing. So that was impossible. Phones don't work without sim cards. I read online you have 7 days after activation to request a refund. What is going on with this business? I'd like to cancel this transaction with Affirm and a refund of ***** for the sim card. I have not yet paid any money to Affirm.

    Business Response

    Date: 09/19/2023

    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:09/09/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Their billing **** didn't charge my credit card and they then canceled my account. and I lost my cell phone#. They were unprofessional and rudely told me that my number was lost and I could not get it back. Stupid me then paid them again and I NEVER received the new sim card to set up a new number so I called them and was told I would be refunded. I NEVER was refunded. Stay away from this company because they are terrible!

    Customer Answer

    Date: 09/10/2023

    Here is the receipt for the sim card that I NEVER received. This is a terrible company. I've read most of the complaints from others describing the SAME experience I had where for whatever reason the charge for the service doesn't go through and they cancel your acct. without any notification whatsoever so you end up loosing your cell phone# and they blame the consumer. I LOST my cell# because of their incompetence.

    Will be filing complaint with the *** as well.

    SHAME on this company for doing this to consumers!

    Business Response

    Date: 09/19/2023

    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:08/14/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 8/13/2023 I tried porting out of Hello Mobile and they have my number locked. My account number. ********* and pin **** will not port out due to ******************************************* having it on lockdown. There customer service just goes off a script and will not solve my issue. I need this number unlocked so I can port out and not use Hello Mobile ever again. I will also be making this issue public so other people know that Hello Mobile will hold your number hostage. Resolve this by unlocking ************

    Business Response

    Date: 08/17/2023

    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:08/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Thursday August 10 2023 My Cell phone that was under Hello Mobile Service got no service,When I contact them about this issue they told me that the payment didn't went through so I told them that I have a credit card on file they should charge it,They told me then that my phone number is already canceled and there is no way to get this back!!I did not get any notice from them that my phone is being canceled and my phone worked until the last day (8/10/2023), I must have my number (I own it more than 10 years and all my costumer's have this number),If you want to reach me now I have a temporary number ************

    Business Response

    Date: 08/15/2023

    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: 08/16/2023

     
    Complaint: 20463180

    I am rejecting this response because:

    My phone was working all the time until August 10 2023 at night, and I did not receive any alert or notification that my Credit card didn't go through and my phone number would be canceled.

    Sincerely,

    ***********************

    Business Response

    Date: 08/23/2023

    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: 08/27/2023

     
    Complaint: 20463180

    I am rejecting this response because:

    I dont know on what phone number you are trying to contact me, 

    My temporary number is ************ (My other number was canceled by hello mobile and Im waiting to get it back).

    Sincerely,

    ***********************

  • Initial Complaint

    Date:08/10/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    1.- False advertisement Unlimited high speed data.2. Restricting high speed internet use to customers even after charged monthly bill.3. Unable to solve the problem becoming recurrent after getting solved later 3 months slow data limit appears.

    Business Response

    Date: 08/24/2023

    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: 08/28/2023

    Hello Mobile said they attached a file as response which the only file I see is the one I previously attached.

    Also to mention my internet speed remains slow... Am customer service told me my data still restricted even I was charged for the service.

    Customer Answer

    Date: 08/30/2023

    Hello Mobile said they attached a file as response which the only file I see is the one I previously attached.

    Also to mention my internet speed remains slow... Am customer service told me my data still restricted even I was charged for the service.


    *************************

    Business Response

    Date: 09/06/2023

    We at Q Link Wireless 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:

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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