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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.
  • 97 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:11/04/2022

    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.
    Hello, I was hacked on 11/3/22, the hacker ported my old cell phone ************ and was able to reset my Yahoo . They hacked my ******************* account with 12,000$ of assets. And linked to my checkings account. . Im still locked out and see they are selling everything. In screenshot I share email of who hacked me. Robinhood has not called me. My Fidelity was hacked too but they froze account. I reported to identity theft.govMy cell phone is ************ . my account numebr with hello mobile was *********

    Business Response

    Date: 11/08/2022

    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:11/01/2022

    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.
    Hello mobile allowed an unauthorized port out of my cell number on 9/27/22. After performing all the work to find where it went they did get it back from Tracphone. I was assured this would not occur again. However, on ****** it did happen again and was not notified. It again went to Tracphone. Tracphone is willing to port back the number but Hello Mobile needs to reach out to their port department. Hello Mobile now tells me the system won't allow it to be ported back a second time but it seems like there has to be a way and they are unwilling. I just want my number back.

    Business Response

    Date: 11/02/2022

    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: 11/03/2022

     
    Complaint: 18344974

    I am rejecting this response because:

    I was never contacted by hello mobile.  I have initiated all contact.  Also, I am awaiting a call from a manager who has today to call back within the 48 hours.  I have spoken to tmobile and Tracphone, a division of tmobile, is willing to port the number back again to Hello Mobile.  They need hello mobile to contact them to request the port out.  I have submitted documentation to Tracphone and they are willing to port the number again.  Also, both of these port outs were unauthorized and I was assured after the 1st it would not happen again.  I pay my bil and am just looking for some assistance here on retrieving my number that hello mobile has allowed to be stolen twice.  If hello mobile can't add it to their system, then provide me the info from Tracphone to port it out and I will take my number somewhere else.


    Sincerely,

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

    Business Response

    Date: 11/08/2022

    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:10/27/2022

    Type:Service or Repair 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.
    I called Hello Mobile when my cellphone ************* couldn't send/receive texts or calls and I couldn't log into my Hello Mobile cellphone account. I was told that I had ported out my phone number to T-Mobile by various agents; however, I din't initiate any transfer at all. When I requested to have my phone number to be reinstated, I was told they couldn't because they don't own the number anymore and to call T mobile. I called T mobile several times and had confirmed that they don't have my phone number at all. I then subscribed another new line with hello Mobile in hope that I can get the number back. After hours spent on phone, I was repeatedly given the same answer, they don't have the number. It doesn't make any sense to have a phone number vanished. I feel Hello Mobile is not doing their best to retrieve my number

    Business Response

    Date: 11/01/2022

    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: 11/04/2022

     
    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:10/19/2022

    Type:Service or Repair 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.
    my phone number got ported to a different company with out my consent yesterday my wife gave birth and she is in the hospital she is unable to call me as a result please help me thanks *******

    Business Response

    Date: 10/20/2022

    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: 10/21/2022

     
    Complaint: 18247280

    I am rejecting this response because:

    there is no security measure in place for this not to happen in the future

    and even before there is  NOT even a pin number in place required by the FCC 

    Sincerely,

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

    Business Response

    Date: 10/25/2022

    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: 10/26/2022

     
    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:10/18/2022

    Type:Customer Service 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.
    Qlink wireless litterally almost DEMOLISHED my business and personal life. So, I decided to try there service and bring my number over from Metro PCS. I use it for my business as well as personal phone. So, when I tried to transfer service to them I canceled my service at Metro and started the number transfer. Well, for some reason they couldn't transfer my number with NOTHING wrong at all on my end. I almost lost my number I've had for 25 years Metro couldn't get my number back. So for 8 days I couldn't get my number turned on from any company. I LITTERALLY spent at least 30 hours on this. I said my name, number, and address at the very least 75 times and would almost bet my life they thought the situation was funny. Till this day they have my number held up some how and can't be transfered to another company. They repeatedly tell me it's not on there end. Well, managers from 3 cell phone stores said 110% it's on there end and they can't do anything until they release it. I was in tears and frantic for 8 days and finally a needle in the haystack I went to a t-mobile and if this manager wasn't there my number would of been permanently lost. I lost a lot of business at least $4000 and permanently ruined some friendships and ****** some people off. My friend uses there service and they roam off t-mobile so when/if you get there service it works fine. I'm still debating whether to *** them or not...

    Business Response

    Date: 10/20/2022

    After reviewing this inquiry Hello Mobile is requesting Complaint ID: ******** be forwarded to Q Link  Wireless. 

  • Initial Complaint

    Date:10/17/2022

    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.
    Hello,Hello Mobile team is not able to resolve this issue from the past one month, I have spent three or four time 1 hour and every time they give some troubleshoot options but not able to resolve.I have two lines from Hello mobile and if anyone call then call going on voice mail. Phone can make call, send text message and receive and even data is working but no incoming call.At the end they mentioned that some network outage in my area even though signals are coming.Very unprofessional in terms of resolving this issue.Hope someone can fix this easily who knows what's going on here.Thanks,

    Business Response

    Date: 10/21/2022

    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: 10/21/2022

     
    Complaint: 18233759

    I am rejecting this response because:

    The issue is not yet resolved, though $10 credit is for a month they are not able to provide the solution, so thanks for that credit.

    I have another t-mobile connection and Hello mobile both uses same network, but t-mobile is not having such issue in my area so network tower is not a problem.

    I have two lines, one if the line yesterday working and another line is working without their tech support help with some work around when I switch the network to 2G only. When all companies moving to 5G but their network is only supporting 2G.

     

    I am waiting for the permanent ********** this issue resolved. Phone should not be on 2G mode to receive the calls (And this solution I figured out myself yesterday).


    Sincerely,

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

    Business Response

    Date: 10/28/2022

    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:10/14/2022

    Type:Billing 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.
    Worst wireless company on this earth. Ports and transfer my cell number without my consent to a hacker who stole my account number and password without my knowledge and HELLO ***** refuse to file a fraud on my behalf. They say it was legit, because hacker had above noted info and my ***** number went to a person who does not have my name, address or my email ID, how can it be legit.My cell number was transferred to and confirmed by following ******* family mobile tracphone operated by T-***** ************** I would like to charge HELLO *****, for 6 hours I spent with my new phone company Xfinity and similar hours trying to convince ******* family mobile tracphone to cancel this number ************, which they finally did cancel but I am not sure Also because my cell number was stolen, my bank account got hacked for $10000 and I am spending many hours trying to change all passwords

    Business Response

    Date: 10/17/2022

    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:10/09/2022

    Type:Customer Service 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.
    My date of birth (***) was recorded incorrectly in QLink Wireless' database. I reached out to them multiple times by phone, email and certified mail. I sent them my driver's license to prove my *** and request them correct it in their database. They called me back and told me they couldn't fix the problem. They said they'd cancel my account and recommend I re-apply again.I'm a ********* *********** benefit) customer. The incorrect *** in service provider's database prevent me from recertifying my benefit. This has been a known issue for many years with QLink Wireless. Their online application system always record the *** as one day off. For instance, if I entered 4/18/1942 in the application, their database will record it as 4/17/1942. I reported this to them many times but they just won't fix it.My desired resolution is QLink Wireless updates my *** in their database to the correct one. Thank you!

    Business Response

    Date: 10/11/2022

    After reviewing this inquiry Hello Mobile is requesting Complaint ID: ******** be forwarded to Q Link  Wireless.

    Customer Answer

    Date: 10/11/2022

     
    Complaint: 18188543

    I am rejecting this response because: I originally filed the complaint against QLink Wireless.  Why BBB forwarded my complaint to Hello Mobile?

    Sincerely,

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

    Business Response

    Date: 10/12/2022

    We at Q Link Wireless 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:10/07/2022

    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.
    So I have purchased a plan with this company while I was on a interchange program in the U.S. , I don't remember activating the automated charge on my card, but the thing is that they charged me for October and im not in the US anymore , I was trying to cancel my account before the due date but I cannot get through their page outside de **, Today I had access to their web page and asked for my plan to be canceled, and I also asked if I get a refund for what they already charged me 20 minutes before , cause I'll not consume that plan and I stopped using it a month ago, and they say they say they won't do it, cause they refund after you start the plan but I haven't consume last month or will consume this month or even use that number anymore.

    Business Response

    Date: 10/13/2022

    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:08/11/2022

    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.
    I am extremely concerned that Hello Mobile/Qlink has used my data improperly, and has sold my personal data, previously they've had loopholes that allowed access to user's address and more. I think I might be a victim of identity theft after signing up for their service. Qlink's website has many false sales promises, Such as "Free Unlimited Talk ************* + FREE tablet' they do not infact do any of that. I am afraid for my own privacy now, and have emailed them requesting to cancel and delete my information but still no reply

    Business Response

    Date: 08/15/2022

    This customer is a Q Link Wireless customer, not *******************************************. We request that the inquiry but addressed to the correct company. 

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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