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:05/06/2023

  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.

  Hello Mobile cancelled my line after "37 days" of a payment not going through, no emails about the credit card bouncing back were received on my end, I was completely under the assumption that everything worked just fine. This is not the issue though, I was trying to transfer the phone number to my new service provider, and It seems like the lovely people at Hello Mobile refuse to let me do that. They say that they can't guarantee that I can transfer a cancelled number. It has not been taken by anyone else. My new service provider cannot port a phone number unless the account is active. I have spoken to at least five customer service providers. They were all saying that hello mobile cannot help, i.e. they are denying me the opportunity to get my number back after they canceled it only 37 days after a payment didn't go through. They also cannot guarantee that it won't be taken by another person, as they cannot specify whether or not it has been permanently deactivated.Hello Mobile changed my number without my knowledge and consent before when they had me switch to 5G. They sent me a new sim card, canceled the old sim card to force me to make the switch, then neglected to inform me that the new sim had a new phone number attached to it. I had to call them, and wrestle with them to get it back. They have been, overall, very reckless and irresponsible with a crucial part of my personal information that's linked to everything, that being my phone number. They also failed to update my address with them even though I called them and they confirmed they updated it.I want my number back, I am an immigrant in this country and I am disabled. This is a horrible way to treat a fellow human being.

  Business Response

  Date: 05/11/2023

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

  Customer Answer

  Date: 05/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they asked that I provide them with my current phone number through the BBB which is *************. Awaiting confirmation of reception, and to be contact as promised. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/24/2023

  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.

  My number was taken over by someone else n ported to @ultra_mobile without my knowledge and @HelloMobile has not been doing anything to get it back from last 3 days even after filing police case.The issue occour on 20th April and they have been just sitting on it and doing nothing.They gave me false information that it was ported to T-Mobile. I went to t mobile and found that it was ported to ultra mobile.I contacted ultra mobile and all they want is an email from hello mobile stating that the porting was wrong and need to revert back.I have email all this to hello mobile on 21st itself and stilll nothing has been done.All I get from them is they have escalted to upper management and I need to wait for it.The scammer is having my number from last 4 days and he treid opening couple of credit card and using my lyft account too.All my details are linked to this number but still hello mobile is not understanding the urgency to get this fixed.

  Business Response

  Date: 05/08/2023

  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: 05/10/2023

   
  Complaint: 19974716
  
  I am rejecting this response because:

  My both the number are still with Ultra mobile and not with T mobile. They don't even know the right information. Instead of getting my number back they are just making an excuse.

  I did contacted ultra mobile and all they want is an email from hello mobile stating that the porting was done as fraud. But till date that has not happened. I have attached the sample email also here 

  Instead of proactively fixing this issue they are sitting on it and doing nothing.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  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:04/23/2023

  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 been a Hello Mobile customer for 2 years. I recently (3 months ago)switched my plan to $15 per month to get more data. This plan comes with 4 GB LTE data included. Ever since I started this plan, the data worked fast and normally until I hit 2 GB, and afterward, the data stops working altogether or it works very very slowly implying that Hello Mobile throttled my data speeds. This has happened for the past 3 months and exactly when I used 2 GB of data. I reached out to customer service and they were unable to fix it. Hello Mobile failed to deliver the service they promised either willingly or unwillingly and I am being overcharged for the subpar service. I need it to be fixed asap.

  Business Response

  Date: 05/09/2023

  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:04/18/2023

  Type:Sales and Advertising 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.

  We have service with Hello Mobile for past 2 years and we always had a AutoPay for service because of some card compromised we had turned off auto pay and we didn't realized monthly payments were not getting deducted for past 30 days and hello mobile disconnected line with out any notice and we lost the number. We have complained ********************************* and they sent a notice to Hello Mobile and i received a call from their Legal team and promised that they will restore my number in a week. its been 2 weeks there is no update. Hello mobile is worst network with no technical infrastructure to send emails or texts messages to customer before they take any action on account.

  Business Response

  Date: 04/19/2023

  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:04/13/2023

  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 phone numbers ************ and ************ were cancelled by Hello Mobile as it stopped working some time after 4PM on April 8 2023. I called all day on April 9, 2023, and one of the representative told me that I need to order a new sim and once I receive the new sim, then I can call in again and ask for the phone number to be reactivated onto the new sim. When I received my new sim on April 11, 2023, I called and the representative said that they can not do it. The numbers can not be reactivated. And said that I was told was the wrong information. I find this unacceptable. The numbers were cancelled due to non-payment for 37 days. However, I was able to use the service all this time and was able to make calls at 3:56PM on April 8, 2023. Between the ******, I chatted with representatives on several times on questions I had on the account, but no one had mentioned it when I speak to them that there was an outstanding balance. There was no emails about outstanding balance either. The numbers only stopped working for less than a days and the phone numbers are still with Hello Mobile as the representative have confirmed it. They should be able to reactivate it as I was told by other phone carriers. There is a ***** day grace ****** to reactivate the phone numbers. I have been using my phone number for over 15 years. I called again on April 13 2023, the representative said that my phone number were inactive as of Jan 24 2023 and have been cancelled as of that date. This is completely false information as I made a payment for the prepaid phone service on Jan 24 2023. I argued my point that it is not correct, however the representative continue to say that it what it is showing on their system. Either the representative is making false statement or their system is broken. I was still able to make calls on April 8 2023. The representatives all refuse to help or escalate the issue. Please help me reactivate the phone numbers so I can port it to another carrier.

  Business Response

  Date: 04/19/2023

  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: 04/24/2023

   
  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. This is only satisfactory because I have the help from BBB. I am not satisfied with Hello Mobile's customer service. Because of ******************** stepping in, then they were able to provide this "courtesy", otherwise they refused to help when I called and chatted to them 15 times a day for over 10 days. I thank BBB for your help. 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:04/09/2023

  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.

  I had three lines of service from Hello Mobile, on their $5 a month plan for unlimited talk and text. One day, on March 14th [one day after they charged me the $15 for the next month] out of the blue, all of my lines stopped working. I tried to log into my account online, and the account didn't exist anymore. I called them up, and they said that there was some problem with my account, and they closed it down for good. Without contacting me, or asking me, or finding out anything, they just closed my account. I asked them to reinstate the account but they refused and said that they couldn't. This is unnaceptable business practice. I lost all three phone numbers which we had with them, since the account didn't exist anymore, I couldn't port the numbers to a different carrier. There should be no such thing as closing an account without contacting the consumer. There was nothing wrong with my account, they fabricated an issue which they called security. There was no issue at all, things were all the same as they always were, on the same credit card, with no issues.

  Business Response

  Date: 04/21/2023

  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:
  
  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19915496
  
  I am rejecting this response because:
  The business lied about the fraudulent use of the account. There were no excessive text messages sent on any of the three lines. Two of the phones on those two lines were not able to send text messages, and the one phone which was able to text surely did not send excessive messages in any way. They also never contacted me to find out anything, just shut it down without any investigation or prior notice which is wrong. They charged me $15 for the three lines for the upcoming month, then cancelled the accounts one day later. That charge is purely stealing, as for one day of usage they have no right to charge for a whole month. I expressed these concerns to the representative who contacted me, she said she understood but could not do anything about it. I also lost all three phone numbers, and was left without the usage of those phones for a few days which was very stressful. The fact that they can do this without any compensation is disgusting, and they have done absolutely nothing to address my complaint. This is not a resolution, explaining the stupid false excuse they had for just discontinuing my lines, and charging me for a month of use which I did not get.
  Sincerely,
  
  *******************

  Business Response

  Date: 05/11/2023

  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: 05/12/2023

   
  Complaint: 19915496
  
  I am rejecting this response because:

  For them to refund me only my $15 after all the inconvenience and pain they caused me, that's not enough. They are not owning up to the injustice that they did, to shut down my three lines for no reason at all, and make me lose all of those phone numbers. They first denied that they did anything wrong, even the person who I spoke to on the phone wouldn't take responsibility for the injustice that was done, and their coming now to give me this refund doesn't make up for what they did.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/01/2023

  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 number got port out without my knowledge and I highly suspect fraud. My account also deleted. I tried to contact them but contact numbers not working so I contacted them through the chat and they have no idea what happened to my connection. Then they reactivate my account and said no number to found. How that can happen. I strongly suspect fraud. I need my number back.

  Business Response

  Date: 04/17/2023

  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:03/29/2023

  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 a family plan that included 4 lines. On March 13, two of those lines had gotten illegally and unknowingly ported out without my permission. ALL OF A SUDDEN! I MADE ALL MY PAYMENTS ON TIME AND PROMPTLY. I no longer have access to these very long time phone numbers that I've had for 10+ years, and they are completely gone from my account. I asked customer service about this only to find out they keep apologizing over and over and not resolving any issue and they told me I could not retrieve my number. Due to this, there have been fraudulently charged transactions had been after March 13, 2023 from the same card and my bank had changed the address completely?? This is dishonest and completely illegal from Hello Mobile for my phone numbers to be illegally ported and completely terminated from my account forever without my consent. I need my phone numbers back.

  Business Response

  Date: 04/11/2023

  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:03/29/2023

  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.

  Hello mobile canceled my phone number due to a missed payment of $5. The bill was being paid via auto pay and when I canceled my credit card, auto pay did not work. Hello mobile did not reach out to me not via phone, text or email to notify me of the missed payment. Generally the day you miss a payment your phone service stops working for phone calls, however they waited 37 days and without any warning or notification they suddenly ceased my service completely. I called them to reinstate my account and they said my number is not retrievable and I need to select a new number and open a new account. . It is inconceivable that they canceled without warning and I as a business man need my phone number otherwise this will wreck my business and can cause me irreparable damage. It is incumbent upon them to reinstate my phone number as they did not send me any warning about this issue. It is standard practice to notify a customer of a delinquent payment. I would like this matter rectified at once with my account and phone number reinstated immediately!!!

  Business Response

  Date: 04/04/2023

  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:03/15/2023

  Type:Order 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.

  People, these hellomobile folks are commiting fraud on a RICO ****** I am about to bust it wide open roday if they do not have vash to compensate me. BBB is nothing but a bottle your voice bltch group like *************************** and that pos BAR attorney *******. Think SEC fraud on all these wrong- doers

  Business Response

  Date: 03/21/2023

  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: