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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:12/12/2024

    Type:Customer Service 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 tried to pay my Nov 27th 2024 bill of $5 but Hello Mobile didn't allow it. Worse, they disconnected my phone number of ************ and deleted everything in their database so I no longer have online access.

  • Initial Complaint

    Date:12/12/2024

    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 cancelled my account even though I had autopay set up, and I cannot pay using another method. They cannot tell me if my service and my phone number will be lost. They tell me that they have "filed a ticket" to resolve the issue but cannot tell me what the problem is.

  • Initial Complaint

    Date:12/12/2024

    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.
    We had two telephone lines with Hello Mobile with the payment on auto charge. The past month they did not charge my card and susequently they deactivated my account and I lost my numbers.

  • Initial Complaint

    Date:12/10/2024

    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.
    Have been using their services for atleast the past two years, but they had a billing issue for maybe the last month, contact led then via customer support and email multiple times yet they closed the account and left me with no data for our whole family, we need to data for school, transport and our jobs and yet they failed to resolve the issue and instead said we would have to create a new account( which would have charged us more money per month, i believe now it would have been $125 per month) which would have still caused us to wait another week minimum for the new **** to arrive.

  • Initial Complaint

    Date:12/10/2024

    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.
    My account has been cancelled due to cannot make the payment. Because their website has issue with it. Due date was 12/03/24, I have been contacting them for a week ever since and the evening of 12/9/24 I found out my account log-in is no longer working. They just said it was escalated and never resolved. As a result, I lost 4 phone numbers that my family members were using, And as of today, They want me to create new account and try to reactivate but cannot guarantee that I can get the same phone numbers back.

  • Initial Complaint

    Date:12/09/2024

    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.
    To whom it may concern: On the 18th of November I paid $25 to the phone company Hello Mobile for a new Sim Card for my phone, which as of today, December 9th, I still have yet to recieve. It was for a month's service, yet after talking to 2 previous customer service representatives on said November 18th, and November 27th, I was given the same run around that it would be shipped soon. Today, December 9th, I called to talk to yet another representative and was again given no information or indication when I could expect to recieve my Sim Card. After requesting to cancel my service and recieve a refund of my $25, I was told that I wasn't able to recieve said refund, and that I would simply have to wait for the Sim Card. Upon hearing that, I then asked to talk to a manager, ******, employee #****, and was put on hold for an hour and 11 minutes before talking to him. Only to be once again told that even after waiting for 3 weeks and already having paid for the entire month, I could not recieve my money back, and I'd have to just wait until my card arrives. There was no offer for anything even close to any fair resolution for myself. Not even what I would expect any legitimate business to do, such as offering a free month's service upon receiving my Sim Card. Later I've seen that there's many complaints about this company, and I'd rather be reimbursed my $25 that was basically stolen from me then to do business with these charlatans. They may think $25 is nothing, but being a father of four, especially around the holidays, it means a lot. Thank you for your time and hope this can get settled as quickly as possible and that they can't continue to try to take advantage of people like this again. Sincerely, ******* L. ******* lll

  • Initial Complaint

    Date:12/08/2024

    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.
    they had issues with the company they made everyone change sim cards on the new sim cards they cut off the international calling. since then i cannot make any international calls I called and chatted many times with the company. there is literally no one to talk to.

  • Initial Complaint

    Date:12/08/2024

    Type:Customer Service 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.
    Hi, I have been a loyal Hello Mobile customer for nearly four years. On December 3, 2024, I received an email indicating that my auto-payment did not go through and requesting payment. The following day, I logged into my account to make a manual payment, but the system encountered an error. I attempted this process on subsequent days, but the issue persisted.On December 6, 2024, I tried contacting customer service multiple times, but my calls went straight to voicemail. I also left a message regarding the payment issue on their messenger channel, but I have yet to receive a **************, December 8, 2024, I attempted to log into my account, but it did not recognize my account ID. I called customer service again, and this time the call connected. I was informed that my account had been deleted due to non-payment and that I would need to create a new account. I explained the situation, emphasizing that the issue was not on my end and that my account should not have been deleted. Unfortunately, customer service was unable to assist further.I do not accept this resolution, as the problem originated with Hello Mobile's system. I kindly request that you rectify the account and payment issue as soon as possible.Thank you for your prompt attention to this matter.

  • Initial Complaint

    Date:12/04/2024

    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 am writing to formally report unethical and potentially illegal business practices by Hello Mobile, a telecommunications provider. These practices are causing significant disruption to their customers, including myself, and appear to be deliberate attempts to manipulate customers into upgrading to higher-priced service tiers. Hello Mobile appears to be intentionally preventing payments from processing. Both auto-payment setups and manual attempts to pay via their website consistently fail, regardless of the payment method (credit card, bank account, etc.). After payments are blocked from processing, the company terminates phone services, causing inconvenience and potential safety risks for customers who rely on their phones for daily communication. Customers are receiving intimidating emails stating that their phone service is about to be discontinued, creating a sense of urgency and fear. These practices are not only unethical but may also violate consumer protection laws. Preventing customers from making payments and threatening service termination are manipulative tactics that exploit customers. There is a clear pattern suggesting that these disruptions are an attempt to coerce customers into upgrading to more expensive service plans. These practices are not only unethical but may also violate consumer protection laws. Preventing customers from making payments and threatening service termination are manipulative tactics that exploit customers and undermine their trust in the company. I urge the *** to investigate Hello Mobile for these practices.

  • Initial Complaint

    Date:11/28/2024

    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.
    I was told that I needed to place an order for a new SIM card since my current SIM card would stop working. It has been over a week since I placed the order and I still havent received any update on my new SIM card. My old one has stopped working and I need access to my number. My order number is *********. Please send me my new SIM card so I can use my number again.

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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