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:03/01/2023

  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.

  I had service with hellomobile.com on two telephone lines my data ran out and I contacted the company today March 1st 2023 to increase my plan that way the data would go in effect immediately and I was willing to pay for the new service they tell me that that is not possible the only way that the data would go into effect immediately is if I cancel my account and they did not tell me I would lose my telephone numbers to go open up another account I have spent the entire day from 8:00 a.m. to 8:00 p.m. and hello mobile Representatives have screwed up my account completely possibly even losing my telephone numbers they're foreign Representatives can't speak English worth a c*** and apparently they don't understand or they're not able to fix the problem that they created with me I am absolutely appalled and disgusted by their unprofessionalism and knowledge that they don't possess for a big telephone company and going to lose their customers and s**** up their telephone lines permanently losing their long time phone numbers

  Business Response

  Date: 03/14/2023

  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: 03/14/2023

   
  Complaint: 19523278
  
  I am rejecting this response because: well hello mobile.com your motion to file your response concerning my tenure with hellomobile.com I had two telephone numbers *********** and ************ my plan since I switched from boost Mobile to hello mobile was a unlimited talk unlimited text and only 500 MB of data on the $5 a month * 2 telephones which my plan was $10 for two lines every month. 
  On February the 28th my neighborhood experience several outages knocking out our cable internet on February 28th I upgraded my account online to the unlimited talk unlimited text and 4 gigabytes data plan times two for both my telephones that were active under the smallest plan hello mobile offered I was increasing my plan because of the cable outage in my neighborhood and no more internet data on my mobile devices that were currently active and in good standings with hello mobile when I increased my plan on February the 28th the internet data did not become active I paid in full on hello mobile.com to website $30 to activate the new increased data plan so hello mobile is lying telling you that I have been on a 4 GB plan which I was not until February the 28th my billing cycle got charged March the 7th every month if I'm correct on the same day every month this month was not completely up on my 500 MB plan but due to me paying online for two upgraded plans that should have took my account to the currently paid plan of 4 GB per telephone line each month hello mobile indicated that my data that I just paid for on February the 28th could not go live or active for another 7 to 8 days denying me the new paid increased plans for both telephones e g g a r the representative told me the only way my internet data could go immediately into effect would be to shut that account down and start up a new account and that didn't make sense if I just paid for a increase data plan on February the 28th why would I need to sign up and terminate the current account that was in good standing and already paid for the change to a different account completely e g g a r did not fully explain that that would completely cut my services off to my existing paid plans on both lines terminating my telephone numbers deleting my numbers rendering my service useless at hello mobile.com nor did e g g a r explain that terminating that first account would completely mess up and not transfer my current account to the second account the whole purpose of me calling in to hello Mobile representative on March 1st 2023 was to find out why my internet new data plan was not active not determinate either telephone number not to terminate my current standing with hellomobile.com not to disrupt my service not to leave to go to another company and not to lose either of the telephone numbers one number *********** I have had for over 20 years at least why would I allow a company to completely terminate that telephone number where it would be lost forever that's ridiculous your representatives don't know what they're doing none of them I was on the phone from 8:00 a.m. to 8:00 p.m. on March 1st trying to retrieve my number and another day a complete day that number or any of my telephone numbers could have been retrieved by hello mobile all telephone companies can reactivate accounts and or telephone numbers within 90 days and I contacted **Mobile to hellomobile.com runs off of their towers to provide service and on March the 13th I got a SIM card from **Mobile and they was able to retrieve the number ************ that hello mobile claims they could not retrieve or reactivate that number and or my second number or even my account it took **Mobile's representative less than 2 minutes talking to one lady on the telephone to reactivate that number at the reactivation center or whatever they called it they even called hellomobile.com to find out why they could not or was not willing to reactivate my account or reactivate my telephone numbers their response was oh it's completely lost nor can we reinstate his original account I don't know why you're representative grossly negligently and unprofessionally instructed me to activate another account when my original account was upgraded prior to his disconnecting and informing me I would have to cancel that account to move services over to another account terminating my original account and having to completely change accounts to a secondary account it makes no sense and why hello mobile cannot reactivate numbers that they adversely negligently shut down my services without my understanding or knowledge that they were about to destroy all my records and telephone numbers from the original account not moving that service to the new account. The lifeline credit phone number and service with your sister company was a desperate reach to activate One telephone because your company completely shut my account down and no SIM cards were ever sent the ones they claim was sent out was lost in transit on March the 2nd tracking showing that it has had no movement from ******* ******* since it never arrived and I've been without service for 14 days after hello mobile terminate my account hello mobile should also be able to use the same SIM cards that I currently had but they claim they can't today is March 14th 2023 and I have had no service from hello mobile as they also agree that that SIM card for the second account that I should have never had to open never arrived and now they claim they are going to send out another sim card I have reached out to them telling them it never arrived and they could not cancel that SIM card that I just needed to wait till it comes somebody else could activate that SIM card if it was stolen in transit hello mobile never contacted me to inform me that they would be sending out a new SIM card but they do not care about their customers their customer service is horrible unprofessional uneducated and unwilling to fix the problems that they created by terminating my account absolutely completely and irretrievably forever lost when all they had to do was to activate my internet data on the new original account plan that was signed up and paid for through my banking information on their online website on February the 28th. FCC regulations after what I read makes it illegal for somebody to terminate someone's phone number completely for a period of time or for a lifetime without their Express consent I did not consent to them terminating my phone numbers absolutely and permanently I just wanted my data which I paid for activated and they were unwilling to do that or unable to do that and was told that it would not take effect on the original plan until the 7th or maybe eight of March me getting a lifeline credit under your sister company has nothing to do with your gross negligence unprofessionalism and lack of knowledge how to reinstate your customers or upgrade the services that they have paid for misinforming your customer which is me to have to go sign up for another account just so my data plan could take effect quicker then wait seven or eight more days something's not right and if hello mobile.com could not reactivate my account or reactivate my telephone numbers explain why **Mobile was able to do so immediately also phone companies are able to do this that way customer can retrieve their account or telephone numbers this ever happens. I never wanted a new account nor disabling my service rendering me without any type of communication services and still to this day hello mobile does not care their sisters company has nothing to do with this problem that they put me in rendering me with no options with hello mobile waiting for a SIM card that never came and unwilling to resolve the issue the representative that worked with me at **Mobile's name was **** excellent customer service representative he stayed with me until he was able to find a representative who could undo the tragic loss of my long-term telephone number and that individual is worth his weight and gold and earns his paycheck and the young lady that he was able to find immediately was able to reactivate that number within matter of minutes explain to me why any other company has higher ranked individuals who do know how to do that when you talk to the sales reps or supervisors at hello mobile they have no knowledge nor will they escalate a problem such as I have with their company to a higher rank individual who can do what **Mobile did and that's reviving a deleted terminated lost phone number whatever it's called and the individuals like I said earlier at **Mobile said those numbers are not lost they have to be kept for 90 days until they go back into a pool of available numbers that mobile companies can reissue back out I believe there is a law and under FCC regulations No cell phone company or communication company should do harm to their customers by completely destroying deleting their services phone numbers without any sort of written consent and acknowledge of a phone company taking such action to render their customers no service. Like I stated before my new number with your sister company has nothing to do with this problem that you created for me I had to have a service of some sort and because I'm eligible under the federal lifeline credit I did apply for a free service with them I didn't want to didn't need to other than your company shutting my services down prematurely unexpectedly and without my complete consent and not knowing what your representative e g g a r was about to do to terminate me from my account completely and I did not wish to go sign up with **Mobile but I had to in order to retrieve my long-term lost phone number that hello mobile said they could not get back. My intent my wishes was to stay with hello mobile permanently because the cost of the service is almost unmatched for anything I could find on the market with any other cell phone company the signal and the services to my mobile devices I could not complain about either because they run under **Mobile much better than boost Mobile who I was with that had a weaker signal prior to me coming over from boost Mobile to hello mobile when the **Mobile and Sprint merger happened I did not want to go to AT&t that's why I decided to use hellomobile services the worst part of hellomobile.com is their customer service it is hard to get a representative most people don't speak good English when you do contact a representative all they do is say I'm sorry I'm sorry I'm sorry I'm sorry over and over and over or I understand I understand but they can't fix anything it's hard to get a live representative on the phone also you can't be sympathetic or act like you care when you can't fix the problems that your own Representatives create for your customers and I believe that hello mobile grocery and negligently and adversely affected my telephone numbers and my account that was in good standing even the second I can't that I had to open up that I did not want to open up was also paid for $15 for the 4 GB plan which I never received or cannot use still waiting on a SIM card that never arrived they don't even track their own SIM cards to ensure their customers get the needed Sim to activate their telephones but my phones were active up until they terminated me the use of the word terminating my service was not explained that it would disrupt my service at any point or completely the word termination was used that I needed to do that so  that hello mobile could activate data for me immediately so hello mobile and their terms of agreement might need to reevaluate that they negligently screwed me and still have not remedied fixed alleviated or reinstated my lost services or even activated the one new line under the new account and I did not sign up for two lines on that new account simply because something didn't seem right after they disrupted my service

  
  

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

  Business Response

  Date: 03/24/2023

  Hello Mobile has made a good faith effort and answered all questions and concerns regarding your inquiry. We apologize for any inconvenience you may have experienced. 

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19523278
  
  I am rejecting this response because:

  The company hellomobile.com failed to restore my account with two telephone lines and or retrieve my telephone numbers which caused me harm rendering me without any telephone services when I was a paid and up-to-date customer of theirs if any other company could retrieve my telephone number why is it that hello mobile cannot this falls under FCC guidelines that they are required not to permanently delete anybody's accounts and or reactivate accounts that *** have got turned off. T-Mobile was able to reactivate my main number and they even said hello mobile is not right for doing that because all companies have 90 days before a number is lost and goes back into the available numbers that those companies can issue to new customers or customers wanting to change their numbers hello mobile every time I've ever talked to them act like it's my fault when their customer service rep ****** me lied nor could help activate a increase plan on my account that was already paid for for the new increase that was done on their online website if I pay for a service it should be active and the internet that I paid for was not that when the customer representative ****** me and told me I needed a new account and did not explain how that would adversely affect me cutting off my telephone numbers and shutting down my account permanently on both telephone lines nor did that representative tell me that I would need new SIM cards and would be out of service anyhow tell those new some cards would arrive I want the conversation subpoenaed between me and the representative because they did not explain that and said that my main account that was in good standings would not be able to get the services I paid for for like seven or eight days that's unacceptable that's where they ****** me and shut my account down hello mobile does not care they keep telling me it's my fault that I agree to terminating and that was not how it was explained to me to terminate because they would not activate my internet services that was paid for online with my debit card on the last day of February the first day of March is when the representative from hello mobile screwed me shutting my services down and I did not even know that was going to happen
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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 authorized a number port request when specifically was asked not to. This is the 2nd time in less than 6 months that they allowed my number to be ported out to another carrier w/out asking for permission. Since the 1st time in September 2022, Hello Mobile agreed to tighten security for my account. There was suppose to be a lock on the lines so that no one can just request it but instead I would receive a phone call for the number that was being requested to be ported out to prove that its in my possession. I had to use my whole work day to chase this issue down to the carrier they ported the number out to. Had to contact all my financial institutions to remove any references to my mobile number. There was even an attempt from an impersonator who used the newly ported number and called my bank trying to get access to my bank accounts. There has to be better security protocols in place with competent people that will handle our personal information better. The port request will not work unless they have my account number and other personal information on me. This must have been a breach with Hello Mobile or someone from inside gave out my account number as that is a private info that only Hello Mobile has access to.

  Business Response

  Date: 03/06/2023

  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:
  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19509998
  
  I am rejecting this response because:

  According to Hello Mobile, the account number was provided. This information is only known by Hello Mobile and I. There is no one else who is aware of that information. How that information got into the wrong hands is whats concerning. The 1st incident was back in Sep 2022. Then again in Feb 27 2023. Security protocols supposedly were enabled that verification of phone number to be ported should be in the possession of the caller. That verification did not occur in my opinion as I was not requesting a port and in fact I have informed them on Feb 24 2023 that a request is being made by some other person besides me and repeated in their support chat that "I AM NOT PORTING MY NUMBER OUT" but somehow lost in translation there they still allowed it to go through on Feb 27th. Hello Mobile has failed 2x in safeguarding my personal information. I have started closing my lines with Hello Mobile and moving them to a new provider. They need to fix their security protocols. I still want an explanation how is my Hello Mobile account number exposed to an unauthorized 3rd party.

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

  Business Response

  Date: 03/08/2023

  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: 03/09/2023

   
  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 for the sake that they responded. But the core issue on hand is that somehow their is a data privacy breach that occurred and as a customer I was not informed. The requirement for account number only known to 2 parties, ******************************************* and myself, was not secured properly and that alone was the deciding information needed for the unauthorized action to be granted.  I have moved to another wireless provider as Hello Mobile have shown their lack of security measures to protect the privacy of their customers up to this point is still inept. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/20/2023

  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.

  Hi,On Monday Feb 13 around 6 pm i have got a call from hello mobile customer care number ************ on my number ************ that they have received a request to port out my number and if that is not correct press 1 to block. I have pressed 1 and then call back to hello mobile customer care and wanted to make sure that there is no request to port out and asked the representative if there is any port out request and representative told me that there is no such request on any of my number. I have also told to representative that i do not intend to transfer any of my number and if there is such any request simply block it. i do not have any interest in transferring my number and your representative assert me the same. Then on Friday Feb 17 around 12 PM my number stopped working and showing SOS on network and around 12:30 someone added my chase bank ************** card to apple pay and done multiple transactions of totaling around $8000. They then open a credit card with ***** Fargo credit services using my number. I have called customer service again on friday how they have allowed to transfer my number as i have already requested to stop any porting of number and they have no answer. This transfer of my number is without my authorization. I want to get my number back. your representative is not even sharing the details about which provider this number is transferred. As they might have fraud account on my name on that provider and i want to stop before any big fraud is done on my name. Police report case number ***** ****. FTC identity theft reference number 156****14. I need to know the provider where it was transferred so i can request them to close the fraud account on my name and get back my number.

  Business Response

  Date: 02/28/2023

  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: 03/01/2023

   
  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:02/19/2023

  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.

  Hello mobile did a port out without my permission and I called customer care they said they sent this number to at and t I called them they said it's with hello mobile Can you please help out here they stole money from my bank as well with this scam Here is is the scam They are scam how they do First they port out your number they use that number to login to your bank and stole money

  Business Response

  Date: 02/21/2023

  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: 02/27/2023

   
  Complaint: 19433030
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/07/2023

  Hello my name is ***** my number got port out again without my knowledge I don't know how this is keep happening I just recharged sim I am so upset with your service I don't know how I get my number back This port out issue happened to me twice in a week time it is unacceptable. And your coustmer reps are very un professional specially who are operating from *****.and iam suspecting they are selling my information Can you please verify all the security cameras and listen to all the recordings And your porting system has a huge defect pin can be set by the user not the last 4 digits of phone number. My number got port out twice in a week, these 10days was a night mare for me with hello mobile my number got stollen and I just made a recharge yesterday and today my number got port out if you can't close your defects you will loose lot of customers Please help me to get my number back

  Business Response

  Date: 03/13/2023

  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:01/20/2023

  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.

  In 2021, I wanted to add a 2nd line for my partner onto my existing plan. I paid $15 extra and never received a *** card in the mail (never received an order # via email). Service was never activated on the second phone, but I was charged anyway. I received no refund from the company (except $1 for the *** card that never arrived). I removed that line from my account so I wouldn't be charged for service that I could not activate or use. They claimed it was due to the chip shortage at the time, and after multiple calls each time to the company before I canceled they assured me that it would be sent, but it never was. If they kept accurate records, they could see that there was no service activity and the account was never activated on the 2nd line. I paid for services/materials that I never received and could not use. Due to unfortunate circumstances several months ago, I had to move over 400 miles away from my previous address. When I tried calling customer support to update my information, my phone automatically hung up and I lost service entirely. I called back on another phone and they said my account was permanently deleted for "fraudulent activity" because my old address listed showed 2 lines on my account. I'm guessing it was the one that I paid for and never received the *** card to activate service? We don't live there anymore...I was calling to update my address and payment information. My old bank is 400 miles away and I got a new bank. They said my old number had been "recycled" and that I was no longer allowed to use it, that I'd have to get a new number. I've had that number for the past decade and it's been associated with my identity for everything. They stole my number for no valid reason other than their incompetence, they stole $$ from me in 2021 when I paid for service and materials that I never received. I JUST WANT MY OLD NUMBER BACK. This is the shadiest company that I've ever dealt with, and I want people to know to AVOID THEM AT ALL COSTS.

  Business Response

  Date: 02/01/2023

  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: 02/02/2023

   
  Complaint: 18870284
  
  I am wholly rejecting this lack of response/action because: I did NOT engage in "fraudulent activity," as this company so accuses, but I'm really not surprised considering that Hello Mobile offices were raided by the *** in 2021, and the *** killed a guy and just got probation, so it's apparent that this company is rotten from the top down.

  I did NOT have 2 lines open at my previous address. After Hello Mobile failed to send a *** card in June 2021 so I could activate service on a second line, I cancelled before I was charged for a SECOND month of service because the *** card NEVER arrived. This also happened to another family member at this exact time! Why should I continue paying for materials/service that I can't use? I never even got an order # or tracking number for the *** card that I was repeatedly assured by reps during multiple calls that it would arrive, but it never did.

  After I moved, I WAS doing the right thing by updating my current address and card information so I could continue paying for and using the service. People move all the time, so it's apparently against Hello Mobile's ToS just to move and update payment information? I've NEVER had this issue with another mobile carrier before.

  Ultimately after I continued asking the QLink rep questions about how I could have 2 lines at my previous address when I have only had 1 and had been paying for only 1 line for over a year and a half, she actually verified that the second line had been VOIDED, so I asked what "fraudulent activity" I was engaging in then? She just continued to state the same scripted response about how "Hello Mobile reserves the right to cancel service for any reason." Okay, so WHAT is the REAL reason then? I didn't break the law, but it is apparent that this company did.

  I have filed a complaint with the *** and *********************** in my state, because of a consumer protection violation and failure to comply with the Deceptive Trade Practices Act. I am also filing a complaint with the **** I WILL escalate to arbitration/mitigation if necessary, because what happened to me has also happened to other people.

  Thanks for absolutely nothing. This entire company should be cancelled for engaging in ACTUAL fraudulent activity, just like they cancelled my service for the same "reason" after taking my $$ in ********************************************************* issuing a FULL refund for the 2nd line (I was lucky to get $1), although the website states that refunds will be issued...they never honor anything they claim they will do. 

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

  Business Response

  Date: 02/08/2023

  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:
  
  

• Initial Complaint

  Date:01/03/2023

  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 is keeping a port out hold request on one of my two remaining lines with them. I need to port out ************. They said they released the *************** hold however boost mobile says hello mobile did not release the *************** hold. I need that number released for porting. The 2nd issue I have is hello mobile customer service is refusing to change my plan to 1 line which is ************. I want to keep only that line and I want the 1GB unlimited plan at $10 a month to take affect on my next billing cycle so I am no longer charged for 3 lines. The only remaining line should be ************ on the 1GB unlimited plan for $10 monthly.

  Business Response

  Date: 01/09/2023

  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:
  
  

  Customer Answer

  Date: 01/10/2023

   
  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:12/26/2022

  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.

  Speed of 5G is slow and site is misleading it has no mention of a throttle or if during times of congestion data being prioritized. Their support wastes my time trying to claim as if they are knowledge and ends up pulling up a qlink account which isn't the correct account trying to say it is inactive. Obviously I haven't had qlink in forever. And how would they even be able to access an account outside of their own carrier?

  Business Response

  Date: 01/05/2023

  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: 01/06/2023

  All high and mighty thinking the case should be closed. I know exactly what your terms of service say. But your plan says unlimited data the account says unlimited data. This is what is called false advertising. If the tos is not unlimited then the plan info and the account info should reflect as so. All these guys are doing is acting as if I am stupid and they have the authority to lie repeatedly on the phone and the site. I have received thier calls after I missed them and they said they would do nothing as per the tos. I should charge them for harassment as well calling me everyday because they can't even notate the account to stop the calls since I said I don't accept them doing nothing and just stating the standard by the book response. 
  Complaint: 18640943
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2023

  Hello *******, 

  Hello Mobile has made a good faith effort and has answered all questions and concerns relating to your account and service plan.

  Again, we regret any inconvenience that you may have experienced regarding this matter.
  
  Sincerely, 
  Hello Mobile

   

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18640943
  
  I am rejecting this response because,

  Ok sure I get it and understand fully. As long as it is stated in the tos even though it is contradictory to the screenshot I provided which you responded with some yourself it is perfectly fine and not confusing and misleading at all. I really don't care anymore at this point I am just trying to look out for others so they actually know what they are paying for. And I can see now nothing is going to be done about it in the slightest that can be clearly seen is definitely contradictory what a customer sees the plan offers and what the account states about the data being unlimited. So this is the last response I am giving and this case can be closed. Even though I don't agree with the shady way of offering service and think it is not right to allow this to stay in place misleading customers from the beginning. Can businesses not be as honest about their products and what they are offering anymore and basically just make off like scammers and get away with being dishonest. 

  Seriously,
  
  *****************************

• Initial Complaint

  Date:12/12/2022

  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 rudely canceled my service *************) and banned my phone forever from using their service because they can not charge me from my credit card. What happened is, in November 2022, I found there is fraud transaction on my credit card so I called the bank to cancel the credit card and send me a new one. Since I have set the auto-pay in Hello Mobile's system, I forgot to renew the card information in their system. The key point is, when the hello mobile can not charge me from my card, they did not even send me a single email. Until I called the customer service to ask why I do not have the data service, they told me your card can not be charged, and your account is canceled forever. My understanding is, just let me renew my card information and continue the service, what a big deal? Why Hello mobile just rudely cancel my number and banned me forever from their service? I called their higher tier customer service people, but the answer is just to repeat what has just happened, no solution. I urge hello mobile to cancel their previous decision of banning me forever and send me an email to apologize for this.

  Business Response

  Date: 12/20/2022

  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: 12/20/2022

   
  Complaint: 18560403
  
  I am rejecting this response because: the issue is simple not resolved. Hello mobile just repeat what I heard many times without considering my situation. They could not charge my credit card because I cancelled the credit card due to other fraud transaction and I did not get any email  from Hello mobile saying "they can not charge my card and please update the credit card information". (Such information only shows in the account payment page) Since I have set autopay in the system, I did not notice this until I log on to my hello mobile account. Hello mobile totally could just suspend my account and number until I pay the $5 monthly charge. But instead they rudely cancelled my account and number, and banned my phone IMEI? So Hello mobile defines my case as "fraud, misrepresentation, or other misconduct" and refuse to let me explain? I would like to ask Hello mobile to cancel the their previous decision again! If they still just send me their official policy, fine I give up, but I will never accept their attitude.    
  
  Sincerely,
  
  *************

  Business Response

  Date: 01/06/2023

  HelloYu
  
  We have received and reviewed your BBB Review of Hello Mobile and would like to extend our apologizes for any inconvenience that you may have experienced with our services. 
  
  Again, we regret any inconvenience that you may have experienced regarding this matter.  Hello Mobile has made a good faith effort and has answered all questions and concerns relating to your account.  
  
  We strive to provide exemplary customer service to the entire ******************************************* family. 
  
  Sincerely,
  Hello Mobile 

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is same to that of previous one. Hello mobile considers my accidently missed payment as fraud transaction (just 5 dollars!!!) and cancelled my number and account permanently. I have no extra time to fight with them anymore and have no other option but accept their rudeness. Thanks a lot for your effort! 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:12/11/2022

  Type:Delivery 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.

  Hi I just port in hello mobile. and my old number port in successfully. because when i am calling within ******* , my number is showing to them. But when i am calling to ***** , Different number are showing ** to the reciever. Can you please tell me the reason why my original number is not showing internationaly (*****)?

  Business Response

  Date: 12/14/2022

  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:12/10/2022

  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.

  Logged into hellomobile.com to pay my Bill. Wasnt able to pay my accountant online. Kept receiving error message. Called on phone to pay, paid successfully. 11/10/2022. Next day my phones will not work and cant log into my account. My account is suspended/ cancelled. I lost phone numbers Ive had for years. Refuse to let me buy my numbers or reinstate my account. I didnt nothing wrong. Should be illegal to take your phone and refuse to port out!! I want my phone numbers!

  Business Response

  Date: 12/20/2022

  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: