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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

  • 196 total complaints in the last 3 years.
  • 96 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:12/11/2022

    Type:Delivery 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.
    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:
    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.
    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:

  • Initial Complaint

    Date:12/10/2022

    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.
     
    Complaint: 18553494

    I am rejecting this response because: It is false. The customer service rep made several attempts to troubleshoot both lines unsuccessfully. I was working while this was happening and missed two of the 9 calls between us yesterday because I was in meetings. During these attempts, I was not able to receive the incoming calls from the reps who attempted to contact my line ending in ****. Currently, the line ending in **** cannot receive calls, and the line ending in **** has no internet connection. I was COLD transferred to a Tier 2 technical support representative at one point and I declined her help because I would have to repeat my issue and she was asking for further security information. It was such a frustrating ordeal that I declined any further troubleshooting and informed them I would deal with the issues until the end of my billing cycle tomorrow, and if further issues persisted afterwards, I would reach out again. Needless to say, I am very dissatisfied with the way this matter was handled but not surprised by the false report as these businesses tend to do to cover their errors.

    Sincerely,

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

    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:

    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: 12/27/2022

     
    Complaint: 18553494

    I am rejecting this response because: false advertisement of unlimited data. Hello Mobile actually did nothing to resolve my issue and once I paid my monthly service bill, my services magically restored itself. Worst customer service ever.

    Sincerely,

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

  • Initial Complaint

    Date:12/09/2022

    Type:Sales and Advertising 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.
    When I was trying to port out my phone number, Hello Mobile placed a block to prevent me from porting out my phone number. As a result, I had to purchase another month from Hello mobile in order to have my phone number stay active.

    Business Response

    Date: 12/09/2022

    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:12/08/2022

    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 have requested to cancel 4 out of my 5 lines. 2 month ago they told me to do it online. I have tried many times with a message stating they cannot change at this time. So I called back to change my plan with the customer service, but they too only said to change at the end of the month online. I have tried this 2 times and I am still getting billed $85 a month for 5 lines when only 1 line being used. I had switched my lines to Spectrum months ago but they are continuing to bill me. I had removed my card information to stop getting billed but they refused to refund me the 2 months of being charged.

    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:12/06/2022

    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.
    Under my account, we have two Ph numbers. Due to week telephone signals by Hello mobile, I wanted to switch my carrier from hello mobile. We initiated Phone number porting process on 12/5/2022. The new service provider received error message for PIN number not matching with *********************************************. When we contacted Hello mobile Chatting representative to release Ph number, hew removed the 2nd line from account and made his Internal Notes(which we dont know) as based on customer request we are removing 2nd line. Now we can not port my 2nd Ph number to any service provider in ******* as it was not tied to any active account.I want to complain this and make aware of every one so that no other customers will be cheated by HELLO Mobile Team.I was with time from past 2 plus year, when I wanted to go out they are troubling us. All I wanted is I want my number back.

    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:12/01/2022

    Type:Order 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.
     
    Complaint: 18490443

    I am rejecting this response because: The issue is I have made numerous phone calls to hellomobile since October, only to be taken through the same process each time.  When the troubleshooting process does not work, the say there is an issue with the towers. When the representative called, she attempted to do the exact very same procedure, until I told her this has been done many other times. She said that a case would be drawn up and the phone call quickly ended. There should be a bill credit issued for the inconvenience caused by not being able to send mms messages, having less than adequate phone call communications, not being able to access the internet unless I am connected to a wifi.

    Sincerely,

    ***************************dvantage of it because of this issue that I am experiencing, and they can't seen to correct it.

    Business Response

    Date: 12/06/2022

    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: 12/14/2022

    Thanks for the prompt response, and the credit for the inconveniences.  After communicating again with your technical support since I was not getting both phone service and internet service without using WIFI. They were able to fix one issue but another still exists. Now I have internet service without using WIFI, but I have no phone service. And, once again at the end of the technical support assistance it still ends up with the very same explanation regarding their network partners T-mobile tower being under maintenance.   I have contacted T-Mobile, and per their explanation all networks are up and working properly in my area.  Attached is a transcript of the chat session. So, Im not sure whether I am receiving whole or half truths from either party. I'm not blaming one or the other, but I just want to be able to take advantage of all network services smoothly like I once did, without having to compromise one for the other. Again, thank you for your prompt response, and credit.

     
    Complaint: 18490443

    I am rejecting this response because:

    Sincerely,

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

    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:11/28/2022

    Type:Product 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.
     
    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,

    *********************** them the only reason data was used is because they told me to turn off my wireless so they can troubleshoot. She verified that this is true but because it was attempted she can't refund. I am without a new cell company to go to. I can no longer afford att. I explained that I'm physically disabled and need to have phone service for medical reasons including an appointment the next day. They said sorry but you have to wait 72 hours. $10 may not seem like a lot but I sold belongings to raise that money. That would buy a lot of food at the dollar tree. I have no income and I'm being scammed.

    Business Response

    Date: 12/06/2022

    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:11/25/2022

    Type:Customer Service 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.
     
    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,

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

    Business Response

    Date: 11/30/2022

    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:11/21/2022

    Type:Order 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.

     
    Complaint: 18448919

    I am rejecting this response because:

    Hello Mobile and its representatives intentionally ignored the fact that I tried over a dozen times to pay the bill (multiple different methods) as well as pay for additional data. My account is only suspended currently because they fail to help in any fashion to process my payments while telling me to check with all of my banks because its my fault. I have been a customer for well over 2 years with nothing but issues and customer service being nonexistent or lacking in *************. In all honesty any expectations of further payment is laughable because of the contract that binds us both requires Hello Mobile to actually provide services I pay for. 


    Sincerely,

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

    Business Response

    Date: 11/29/2022

    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:

    Business Response

    Date: 12/06/2022

    Hello Mobile has made a good faith effort and answered all questions regarding this matter. 

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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