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: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.

  Two days ago my internet was disconnected from my mobile plan despite being on an "unlimited" plan. The customer service representative ****** informed me that due to high usage, my internet connection could be reduced as determined by their system, but he was not privy to that information. He could not inform me what a high limit meant, only that the "system" determines what that limit is. He also informed me that my internet is reduced but it's completely disconnected. If I am not connected to WiFi, I have no internet connection until my next billing cycle. This unlimited plan is false advertising and misleading to customers. He informed me that my only resolution was to purchase more data or use Wi-Fi until my next billing cycle. He refused to connect me with another agent and kept repeating the same messages as if I were uneducated and could not comprehend the information. I was very insulted and left with no reasonable resolution.

  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:
  
  

  Customer Answer

  Date: 12/14/2022

   
  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: 12/20/2022

  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:

  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.

  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:

  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 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:

  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.

  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:

  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 customer of ********************************************* for a few years now. The problems started to occur in October with my phone service, not being able to make or receive calls, access the internet, or send and receive multimedia text messages. The issue was partially remedied for a short period, but then issues started to happen again. After countless chats and calls to customer service and technical support, where they take me through the same troubleshooting methods and end up saying there is an issue with service in your area, and it will be fixed in three days. Well, it's now December and the issue started in October. My last call was today, and the exact same script was given again, the same solutions that still have not solved the problems. Now I can't access the internet unless I use my home internet, while I am in range of receiving a home wifi signal and still can't send multimedia messages. My plan has a mobile data allotment, but I can't fully take advantage 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: 12/07/2022

   
  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,
  
  ***************************

  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:
  
  

  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,
  
  ***************************

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  I purchased hello mobile service for $10/month. They were having a promo for buy one month and get one free. When I received the Sim card on 11/16, it came in an amazon prime envelope. The instructions stated that the service date is the date you start using data. I inserted the Sim card on 11/25 and it didn't work so I chatted with them on an old phone that I use for Internet only. The chat lasted 6 hours. They couldn't get their service to work and told me it was because of maintenance on their cell tower and to contact them in 48 hours. That was today and after 2 hours they couldn't get it working and told me the tower is under maintenance for 72 more hours. No calls or texts would go through. In order to troubleshoot they said my wireless had to be off. I inserted my att Sim card and was able to still have their service. I called and spoke to a supervisor. She told me that I'd need to wait 72 hours. I asked for a refund and was told I couldn't get one because I used data. I told 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:
  
  

  Customer Answer

  Date: 12/08/2022

   
  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:11/25/2022

  Type:Customer Service 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.

  Friday November 25th, 2022 I've recently got a brand new phone, I went to chat on the website, which I avoid customer service at all costs, but sometimes you don't have a choice..I want to uograde my 4g sim to 5g, The *** kept trying to tell me my 4g sim us compatible and works on at 5g sim soeeds, which is absolutely not true, I can guarantee, my speeds are no faster then my 4g phone...I've included all the relevant information in the text file...Hello mibiles own support page that SAYS it needs to upgrade sins to 5g..A description of what 5g is abd speeds compared to 4g from the fcc.gov website.And finally the incredible ridiculous waste of time in a chat with a *** had absolutely no interest in helping in anyway, shape are form.****

  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:
  
  

  Customer Answer

  Date: 11/30/2022

   
  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:11/21/2022

  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.

  Company is refusing to unlock my data plan even after multiple payment attempts. This resulted in me not being able to work and having to cancel my jobs/deliveries because the phone data plan would no longer work. I received an email confirming that I did indeed pay for additional data but they still refuse to acknowledge their own email.

  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:
  
  

  Customer Answer

  Date: 11/30/2022

   
  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: 12/06/2022

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