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:08/03/2023

  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 ordered service from hello mobile on july 31st and received the sim cards on 8/2/23 to no avail they didnt work there is no service here for them and when i ordered it they said they have service but not true , so i called on8/2 to cancel service so i wouldnt be charged again and ask for a refund of $***** that i paid and they said no because we used our phones but not true we only used them to try to get tech support to activate the phone which are compatiable with their service , but ******* who i spoke to told me should couldnt do it, her hands were tied, so i am ***** and no service, they lied to me from the get go. i would like my money back since i paid for a service that i dont have

  Business Response

  Date: 08/15/2023

  Hello ******,
  
  In response to your inquiry please find our reply below. This letter serves as a formal response and should address all concerns and should close this inquiry in a satisfactory manner.
  
  Upon receipt of this notification, a Hello Mobile representative has made several attempts to contact you regarding your inquiry but was unsuccessful. 
  
  We will continue to reach out.  
  
  We appreciate you taking the time to work with us and allowing us to resolve this issue. We strive to provide exemplary customer service to the entire ******************************************* family.
  
  Sincerely,
  
  Hello Mobile 
  
  

• Initial Complaint

  Date:07/27/2023

  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.

  Me and my wife, we have been using Hello Mobile for almost 3 years. Recently I was out of country for about two months from 5/27/2023 to 7/25/2023. Due to my business, I completely forgot about payment for monthly bill cycle. When I noticed (I was still off-***), I tried to log-in but got error message which seemed like my account didn't exist. I tried several times. I returned on the 25th June morning. As soon as I returned my city, my both lines started working. I could make calls and use data. I thought the problem is probably over, but still need to fix payment. So back at home, I tried to log-in again and got same error. Contacted Hello Mobile from my phone, explained the situation, they reviewed and reset password, but it didn't work. My both numbers worked almost whole day. Next day (7/26/2023), I contacted through FB messenger. I was told that because of non-payment my account was disabled, and both lines were not registered anymore. I was told to create a new account and they will send new SIM cards. I said thats fine but I have to keep my old numbers. This is because a number is not only a number but its used in many services and hundreds of my contacts. Since me and my wife are using those two numbers for 3 years, it would be extremely difficult to make change to new numbers. Also, since both numbers are unregistered/disconnected due to account deletion (as per Hello Mobile), it should be available for reassignment, Hello Mobile should restore the numbers considering the situation. Hello Mobile helped me to get back to my account, I was able to make payment and today (7/27/2023) I received two SIM cards with new numbers. I tried to port-in my old numbers but it didn't allow, my old numbers are still showing available. I want to put this complaint through BBB to inform Hello Mobile about my situation and request to restore our numbers asap so we dont end up having any service/communication issue. My numbers are: *****************-848-8621. AC# *********

  Business Response

  Date: 08/08/2023

  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: 08/09/2023

   
  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.

  My problem has been resolved. Hello Mobile re-activated original SIM cards, and I got my numbers back. My account is also showing original numbers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/16/2023

  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.

  My HelloMobile account has my original cell phone line, and one additional line, **********, was added three weeks ago. Due to some unknown issues with the new SIM card, the second line only supports data and texting but not calls. Today, I decided to move this second line to another carrier and asked HelloMobile for the *** to transfer my number to the new carrier. Once the *** was given out, ****************************************** also deactivated my second line. This action caused the new carrier's failure to transfer my second phone number. HelloMobile refused to support the transfer of the phone number to the new carrier. I must get my phone number, **********, back.

  Business Response

  Date: 07/19/2023

  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: 07/21/2023

   
  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:07/16/2023

  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 Hello Mobile deactivated 3 phone numbers of my family for 37 days of nonpayment( for which I didnt not got single call/text/email) in fact we had called them last 20 days back to get some answers about roaming calls they didnt even mention the payment is due. We have card on the file for Autopayment and the service was on till 37th day....Who will understand the payment didnt go through? They have deactivated numbers and refusing to activate again to port on other mobile services. We have used these numbers for more than 16 years now have changed many phone providers but nevere have faced such issue. The Hello Mobile deliberately doesnt want to solve this issue. My request to Hello Mobile is to communicate with customers before deactivating it and let them port the numbers....

  Business Response

  Date: 07/27/2023

  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:
  
  

• Initial Complaint

  Date:07/11/2023

  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.

  My card did not go thru for month, therefore hello Mobile deactivated my account and I lost my phone number, they should of gave me a warning, not just diatevate from one minute to the next (my phone was working till then)

  Business Response

  Date: 07/17/2023

  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:
  
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20302397
  
  I am rejecting this response because: hello shall give me a warning that my number will be discnected, a number shall be able to be recovered until 90 days
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2023

  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: 08/02/2023

   
  Complaint: 20302397
  
  I am rejecting this response because a telephone provider is obligated to keep the number 90 days after non payment
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  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.

  Cell phone service was discontinued abruptly without proper notice due to a billing error. I tried calling customer service and they told me the two numbers on our lines would be lost and we would not be able to retrieve them. Customer support not helpful and I have been waiting for a supervisor for almost an hour to try to help resolve the issue. I want our numbers back.

  Business Response

  Date: 07/17/2023

  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:06/27/2023

  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.

  I have used Hello Mobile for several years now and I made a phone call on June26th at 8:16PM and another at 8:21PM EDT and then about 10 or 15 minutes later, I was unable to make calls. I tried to log into my Hello Mobile account and I could not log in. I tried to reset the password and it said I have no account with my email address. I called customer support and they confirmed my account based on my phone number and said that email was correct but the account was deactivated due to 37 days without payment. I was told to "reapply" for an account.When I went back to the site, I was able to log in with my original email and password and my account history was all there. I paid for service again and went to review my 3 lines and they were gone! No phones or phone numbers were in the account now. I contacted Hello Mobile again and was told I could not get the numbers back because they were deactivated. I was eventually told to check with T-Mobile as they are the actual owners of the phone number. T-Mobile said only Hello Mobile can reinstate the numbers.Multiple years with multiple accounts counted for nothing. No email, text or phone call - not even a service I had for over 20 years just disappeared and could not be reclaimed even within a few hours.To be clear I made 3 calls to customer service who said nothing could be done, 2 of those transferred me to supervisors (30 minute and 57 minute hold times) who asked to place me on hold again while they reviewed my account and then immediately played me the "would you recommend us" survey and hung up. A 4th call to technical support gave the same answer and got me to a supervisor who I asked not to place me on hold but ultimately said the same thing... "Essentially, 20 plus years to you is not our problem. After 37 days without notice and less than an hour or so after we deactivate your account there is nothing we can do."

  Business Response

  Date: 07/17/2023

  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:
  
  

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20243332
  
  I am rejecting this response because:

  Each time I contact Hello Mobile, I must explain the entire situation again as if they do not notate accounts. Once I explain the situation, the rep tells me nothing can be done and then I have to ask for a supervisor and am placed on hold. Once I get to the supervisor, I ask them about the ticket that nobody can seem to find and am placed on hold again. Since I have yet to hear any news, I called again today and this time the supervisor told me that they contacted me on July 12th to let me know they could not recover the numbers. Hello Mobiles response to this complaint is dated July 17th and states the same thing about the July 12th communication, however, they go on to say Due to this inquiry, Hello Mobile has opened a ticket in attempt to recover your telephone number in order to port out. When I asked the supervisor about this, he said there are no other tickets and reiterated that nothing can be done. If that is the case, Hello Mobile knew that when they responded to this complaint. Hello Mobiles supervisor either doesnt know there is another ticket opened to attempt recovery of the phone numbers or they are simply hoping I will not respond to this complaint in time.
  Hello Mobile has nothing in place to let customers know their payments didnt go through. They dont even suspend your service so you know there is an issue. They simply allow you to continue as if nothing is wrong and then when there is nothing you can do about it, they deactivate your account and your phone number(s) are just gone forever. I work for a huge internet services company in customer service. We notate every phone call, we can see if tickets are created and who to contact about the current status of those tickets. Furthermore, we suspend use of products before we remove them from accounts so the account owners know there is an issue and need to call in.
  Once again, I need to point out that I called them within an hour or so of the final phone call I could make before they deactivated my lines. Even at that time I was told there is nothing we can do. They did accept another months payment for the lines though. That is when I could log in again on-line to find out I have no lines in the account and needed to request new phone numbers. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/08/2023

  Please provide a preferred contact number and time for our support team to reach you. 

  A Hello Mobile representative has made several unsuccessful attempts to reach you! 

• Initial Complaint

  Date:06/13/2023

  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.

  This is a mobile provider, I contacted them on 6/10 to have my lines setup to be ported our to another service provider. I was given PIN numbers for each of the lines so that I could move them from Hello Mobile to T-Mobile.In my experience this usually takes only a few hours. I then went to T-Mobile that evening and setup the 4 phone lines.Monday, 6/12 the phone lines had not moved. I contacted Hello mobile support and they informed me that the account was locked and could not be moved. I told them I had it setup Saturday to allow the lines to be ported away. Hello Mobile told me that it was my fault and since I did not have the number active would have to send in my ID via email to get it resolved. I immediately sent my ID. I have not heard from their support or anyone at Hello Mobile about the issue. Only an automated email response. No updates at all, when I contact the chat they cannot give me any information about the account.I need the account unlocked immediately and for their mistake in this issue I would request a full refund for the last months service which is $70

  Business Response

  Date: 06/15/2023

  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:

• Initial Complaint

  Date:05/19/2023

  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.

  I had 3 lines and ported out 1 line. Yet Couple of weeks later, for monthly renew I was still charged for 3 lines. I contacted the support and was told that after I ported out I need to explicitly tell them to remove the empty line. I strongly disagree with this.How can I use an empty line? It should be considered as inactive and removed . Even if I need to explicitly remove the empty line, why the support didnt ask me when they are doing the porting out for me.

  Business Response

  Date: 05/30/2023

  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:05/10/2023

  Type:Billing 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.

  Hellomobile changed their terms and conditions to automatically block websites without notice or a way to disable the web guard if the account is not for a child. They are also blocking Academy Sports and Outdoors.

  Business Response

  Date: 05/19/2023

  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: