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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

  • 195 total complaints in the last 3 years.
  • 94 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:12/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i have a line with hello mobile (now they merged with liberty wireless) and i wanna port out my number but not hello mobile & not liberty wireless are answering by phone and by email (in order to port out the number to another carrier they need to take down the blockage from the line) and my service is not working so i cant use it and i also cant contact customer service because theyre not answering so by the end of the game i pay for the service but i dont get it so i wanna port out my number A.S.A.P.

  • Initial Complaint

    Date:12/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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 at ********************************************* in ************* for the last 3 years all of a sudden they didn't send me an updated SIM card I don't want to lose my phone number which was ************* because I've had it for a number of years I called them several times requesting a Sim to be sent out they never sent it to me I want to keep my phone number and find out if these people are for real or if they're a scam after being with them for 3 years

  • Initial Complaint

    Date:12/22/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 account number is *********. I ordered a sim card on 11/21, for the UNLIMITED Talk and Text Plan with 500 MB of Data from Hello Mobile. The sim card has still not been shipped out, it says "order placed". I called in about a 2 weeks ago and the associate could not figure out how it had gotten "stuck". He said he'd run the order through again. Nothing has changed. And now we got notification that we will be charged for auto-refill even though we have not yet received or activated the original sim card. I tried calling their customer service number but it seems to have disconnected. Plus the "chat now" button doesn't work. Please help me get back the $5 I paid and make sure that my subscription is cancelled, so I won't be charged $5 per month for a service I'm not receiving.

  • Initial Complaint

    Date:12/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 12.4.2024 My bill was due. Though I am setup for Autopay, their system stopped processing the autopayment several months ago, so I have to log in each month to pay the bill. On 12/4 I logged in, put in the same CC number I always use and got a message "Payment Method not Found". Tried with several CCs, different browser, different computer, Same result. Contacted Chat help and was told a ticket was submitted, I should hear back in ***** hrs. 2 days later, no contact. I called and was told ticket was open and assured my account would not be shut down. I asked if I could pay over the phone or another way to get past this, and was told NO. 3 more calls over 3 more days, same story. Days later, my account is SHUT DOWN though I was told it would not be. Called again, said they would submit another ticket to reopen the account. NEVER HAPPENED. Chatted 2 weeks later and was told there was nothing they can do. HOW RIDICULOUS!

  • Initial Complaint

    Date:12/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 has shut down my account and when I called them up they said I have to order a new sim card which is coming i 2-3 days and its been 3 weeks and nothing and now their phone service is shut down

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 cancelled my phone service due to problem on their end, no they refuse to release my phone numbers so i can bring them to a different provider. Have been chatting and calling them for 3 weeks trying to rectify the problem with no avail.Have had multiple tickets with company trying to get this fixed but getting run around.

  • Initial Complaint

    Date:12/14/2024

    Type:Billing Issues
    Status:
    Unanswered
    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've been using Hello mobile for a couple of years. I ****** my number to Hello mobile. I've had that number for 20 years. During late Nov, I was told I didn't pay for my balance. I have set up an autopay system and it's been working for the last 7 months. So I called ***************** with the help of the representative, I was asked to pay for it on my online account. I did, but the system didn't take my credit card. I called my credit card company, there was no issue with the card. So I called you guys again, I was told that you guys would investigate and told me to stay put, and told me my service would not be interrupted. So I waited. then a few days later, I found my service was disconnected. I called you guys again on my home phone. You guys told me since I didn't pay for the service, my account had been deleted along with my phone number. I've had that number since 2003, now you have lost my number and asked me to start another account. You guys have no compassion regarding customer's numbers. I'm extremely disappointed. When your representative told me you were investigating, you never told me I could be running the risk of losing my number.

  • Initial Complaint

    Date:12/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ordered an unlimited talk and text plan for $5.00 through Hello Mobile on November 17th, 2024. I selected the option to have a physical sim card to be sent to me, and I was told it would be shipped after around 5 business days. It is now 12/13/2024, and I have received no update/notification in regard to the sim card's shipment. Furthermore, I have been charged for a month of service as though the sim card was received, activated, and the line used. When I contacted support to ask about this, I was told that my shipping and refund would be expedited and that I would be receiving an email. Additionally, I was notified that if I had not heard anything back in 2 days that I should contact support again. Lo and behold, 2 days pass and nothing, no notification of shipment, no notification of a refund...nothing. So, as previously told, I contact support and I am told that no one had responded to the case, no one had even looked at the case, and that I needed to wait an additional 7-10 business days and just "wait". This is the point that I decided to cancel and had customer support abruptly close chat 3 times, and spam selling points in an attempt to convince me not to cancel. All said, I had to open/re-open chat ***** times that day to finally have my account cancelled. I'd advise anyone who's thinking about doing business with this company not, because they are openly and knowingly committing fraud against their customers by selling a service and not providing the item needed to fulfill that service, but telling you that you indeed used the service, despite it not even being active. Terrible customer service, awful/fraudulent company, 0 stars. 1

  • Initial Complaint

    Date:12/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    November 29, 2024: Hello mobile notified me they could not process payment for account. Tried multiple credit cards and ****** pay. Nothing worked. Banks indicate no denied charges, hello mobile simply isn't billing. Called customer service and was told the billing system was down, they would file a ticket for resolution. Note: A similar incident happened a few months ago, "ticket system" resolved the problem.Dec 10, 2024: With no further contact from Hello Mobile since ticket was opened they shut down my account. Access to the website was denied. Porting out my phone number was denied. Called customer service. they state the billing system is still down and my ticket is still open. Ticket will need to be resolved to fix the issue. They state their executive team will call me between 8-5 next day.Dec 12, 2024: Executive team still hadn't called, called back and customer service states billing system issue impacting multiple people, but will not say how many. Still no phone service on two lines. No way to transfer number out. Claim they didn't know system would be shutting down lines while billing system was not working.

  • Initial Complaint

    Date:12/13/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On Dec 01, 2024, I signed up for a Hello Mobile account, selected a $5 phone plan, and requested a physical SIM card and a phone number transfer. Hello Mobile indicated that my SIM card would be delivered within 5 business days, and that the phone number transfer would take anywhere from 2 hours or 4 business days. It is now Dec 13, 2024, and Hello Mobile hasn't met any of their service commitments: my phone number hasn't been transferred and my SIM card hasn't even been shipped.I have tried to contact Hello Mobile through their customer service phone number *******************************, their customer service chat (chat now button), and their email *********************************************************** Their phone number is disconnected, their customer service chat button doesn't link to anything, and they haven't responded to my email within 5 business days.Hello Mobile has not attempted to fix this issue in any way. I want my account cancelled, my phone number transfer cancelled, and any funds returned to me.

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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