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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:11/27/2024

    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.
    I had a plan with Hello Mobile since 2021 that included 2 phone lines. In October 2024 they emailed me about having to change sim cards no later than Nov. 8/2024 to avoid service interruption. Shortly after that, I received an email from Q Link Wireless about activating those sim cards. I contacted Hello Mobile about this but no answer (email, phone and chat). I searched *************** and found some news about this company had committed fraud against the Lifeline program provided by the federal government. I decided not to change the sim cards because I suspected I would be changing service from Hello Mobile to Q Link Wireless and I didn't want to do that, especially because Hello Mobile didn't respond to my communications. On Nov. 3/24 I transferred my 2 lines to Consumer Cellular and removed my credit card from Hello Mobile website (auto pay was setup). They had charged $40 on Oct. 28 covering Oct 28-Nov 28. I contacted them to request refund (prorated from Nov. 3 through Nov. 28) still no answer from Hello Mobile. Hello Mobile emailed me today (Nov. 27/2024) to notify me that my payment is due tomorrow. I called them, tried to chat and no answer. I feel in the limbo with this company, that is not responding my calls, emails and chat sessions. I just want it to disappear, since I already cancelled my account with them and demand a pro-rated refund, paying them only from Oct. 28 to Nov. 3 (date of the service change).

    Customer Answer

    Date: 12/27/2024

    I truly appreciate your effort to help me resolve this issue.

    The company dropped me from its portal login after the supposed due date to pay the next bill.

    Sincerely,

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

     

  • Initial Complaint

    Date:11/21/2024

    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.
    Hello mobile had to change sim cards because of a service issue and they mailed one to me, said I received it but I don't have it. I tried customer service numerous times and the chats don't go anywhere, phone calls are never answered. When I finally did speak in a chat with someone I told them to cancel the account and close it and instead they proceed to increase the price and continue charging. The phone became unusable November 8 2024 because the sim was disconnected due to the mentioned above. I was paid through the 18th. You can see i don't even have a line yet they want money also last payment was 10/18/2024 which covers to 11/18/2024 At this point I want them to refund that month it became unusable and clear the charges for $10 and cancel/close the account.

  • Initial Complaint

    Date:11/20/2024

    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.
    I am paying for phone service and they do not send me a sim card to use it. They continue to tell me they are in the process of shipping it but cannot provide an ETA of when it will ship or when they will send me a tracking number.

    Business Response

    Date: 12/03/2024

    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:11/20/2024

    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.
    My name is FUDONG ****. My email is ******************* My address is ************************************. My hello mobile line ********** is disappear from my account. This number is my number which i ported into hello mobile a few months ago.Please reclaim ********** back to my account ASAP! I already paid for the services. Thank you so miuch!

    Business Response

    Date: 12/03/2024

    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:11/18/2024

    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 been unable to contact anyone from hello mobile customer service. I have a phone plan through this company but they recently sent a new SIM card since the old one was deactivated but the new one is not working and *** tried calling customer service was placed on hold for about ***** minutes only for an auto response to state no one is available and it hung up. Ive tried the chat option via their website and waited but no response. Ive tried customer service multiple times in the past couple weeks but no answer from a human being.

  • Initial Complaint

    Date:11/18/2024

    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.
    My **** was charged $5 for phone service/connectivity November 4th 2024 after being approved for eligibility to transfer my phone number to Hello Mobile. After paying for the service Hello mobile claimed that the number was now unable to transfer to Hello Mobile. I spoke to the carrier that originally had the number and they released the number on their end for transfer without any issues on their end. I spoke to a representative that assured me that their was no issues on their end either despite the automated system with Hello Mobile claiming the number was not eligible to be transferred. I then waited an hour for an agent to enter an online chat. I told the representative I did not want the service with a new number. I asked for the account to be deleted and the $5 to be returned to my account. While the agent was typing the resolution they ended the chat. I am seeking a refund of $5.

    Business Response

    Date: 11/27/2024

    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: 11/27/2024

     
    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:11/18/2024

    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.
    I Have been loyal customer for hellomobile for two years. now I will be moving t9 a different carrier due hellomobile worst customer *************************************************** has worst customer service, ********************************************* knows their network is going to change, they did not send me physical **** for my 4 lines and I have paid my bill full on NOV 8th for $65, I have been in touch with customer service all along never this get resolved after taking my money. By the way worst part is when you call hellomobile, you will be on hold for 2hrs to get to hellomobile customer service some times your phone will be disconnected or cut you off and you have start in line again for 2 hours I have wasted probably about 2 weeks of my time in calling hellomobile customerservice, on Oct 22nd hellomobile escalated my ticket and another two week of me calling and waiting on phone for several hours about 5 times when I got a hellomobile customer service online always customer service has scripted same routine information even if you ask to escalated and talk to hellomobile supervisor all of them mentions same"your SIM is in process not sure how long will this takes and hellomobile do not have any expected time to you receive you sim by mail" if this is the case. why i should be charged for no service. I will tell all my friends not to be with hellomobile. I am also going to move out and never be a customer to hellomobile again.

    Business Response

    Date: 12/03/2024

    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:11/17/2024

    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.
    They say they delivered sim cards I never received them. I contacted them and they told me they won't send sim cards. But in the meantime they want me to continue to pay their monthly bill. Meanwhile my kids have no sim card for their phones

  • Initial Complaint

    Date:11/13/2024

    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.
    I have been unsuccessful in trying to contact this company for 3 weeks via phone, chat and email. I sat on hold for over an hour just to have someone immediately disconnect the call without even a hello. This process was repeated multiple times and duplicated results occurred through the chat option as well, and emails unanswered. How frustrating when this company sends blast emails to activate an eSIM for an upgraded network. After 2 weeks of non response for troubleshooting, I decided to leave the company and now Im finding out that they placed some type of port protection on my phone number and I cannot reach them to get it removed. This is unethical and unwarranted since I brought my device and telephone number to this provider almost 5 years ago. I need them to remove this port/fraud protection and release my number to T-mobile which is a reputable provider with actual customer service that assists their customers.

    Business Response

    Date: 11/22/2024

    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:11/12/2024

    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 number is ********** and they required I get a new SIM ior lose service.. I did as requested & now a random # shows when I call or text half the time. Also my number doesn't go through for callers half the time. I've tried to call, chat and FB chat. Hours and hours on hold to never get a live person or any help. I've tried for a week

    Business Response

    Date: 11/22/2024

    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: 11/22/2024

     
    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,

    ****** ****

    Customer Answer

    Date: 11/22/2024

    I ended up porting my number to another carrier.

     

    Thank You 

    ****** ****

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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