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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

  • 169 total complaints in the last 3 years.
  • 64 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:11/11/2024

    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.
    Ive had a hello mobile plan for about 2 years but suddenly they shut down bc of a criminal fraud and Ive been trying to reach them for two weeks to port my number out or even renew my sim and I get no answer. I dont want to lose my number, but they never pick up the phone and the chat always times out.

  • Initial Complaint

    Date:11/09/2024

    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 holding two Hello Mobile numbers ************** and ************) for the past few years. Recently Hello mobile is in the process of switching their network and they notified us. I requested physical **** by calling them a month ago, they unable to deliver the **** till today, but they emailed me eSIM EQ codes to activate my two numbers to their new network two week back. One of them successfully activated and the other number ending in 7848 activation failed and my number stopped working. I have been calling everyday to their escalation number ************. They do not answer the call for at least two hours then my phone call will be disconnected. I have wasted at least 16 hours of my time to reach them but I failed contacting them within the last 10 days. I have been trying to reach their customer service agent every day, they need less than an hour's time to connect with them once they are connected. This is the standard answer "As I can see that your account has already escalated to send you the new eSIM QR code please allow some time to get update on it." they do not provide any *** and they feel like it is a new issue. What I understood was they have no respect for their customers' time and effort.They don't care about how important the phone service is. I have a huge impact on my on going business , all my credit card and bank accounts set up with my phone number i can't access them. I would request you to mediate and resolve this issue ****. I also expecting some compensation for my time and loss for the past 10days.

    Business Response

    Date: 11/18/2024

    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:11/09/2024

    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.
    Ive had service through hello mobile for my daughters phone for probably over a year now. I received an email saying we were required to upgrade her e-sim due to their network changing. I did this and upgraded it on her phone. It seemed to take successfully. I then received several emails stating that I had not done this process yet. I even went into the phone and attempted to do it again, both by the ** code provided and manual entry. Both of which said something to the effect of the activation code was expired. I attempted to email the company twice as their email says call or reply to this email. Received no response. They sent me an email saying my service had already been disconnected. I called and spent over 50 minutes on the phone to not have a SINGLE PERSON answer the phone once. At this point its paid for the month of November and I want my account cancelled entirely. This company has horrible customer service.

    Business Response

    Date: 11/15/2024

    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:11/09/2024

    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.
    I placed an order for unlimited talk, text and data for 1 line for $25 / month but realized this business was a scam operation after reading reviews online and cancelled and voided moments after placing order, there was a cancel and void option on my order page, after canceling and voiding the order, I got a pop-up message that I would not be charged for the order, the ping on my credit card would drop off, but I emailed the merchant twice to cancel and void immediately after canceling and voiding myself online but order page still shows processing, I called twice at customer service number but they never picked up the phone, I never received the *** card or a tracking number, it still shows processing but I canceled and voided on the 6th of Nov 2024, this is a scam and I want to cancel my order and void the transaction because my credit card was charged yesterday after I canceled online immediately after ordering, please cancel and void the order, do not ship *** kit, do not port number, do not bill monthly, close account and refund initial $25, thank you.

    Business Response

    Date: 11/15/2024

    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: 11/19/2024

     
    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:11/04/2024

    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.
    Phone linea were interupted with no resolution, pre-payment was made for entire 6 months and service disconcted after 2 months. Called ******** times with no answers for hours, ************ as specified in correspondence waits. Lack of professionalism and affecting my personal life, creating a safety issue.

    Business Response

    Date: 11/14/2024

    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:11/03/2024

    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.
    I tried contacting Hello Mobile multiple times. Through ******** chat, support chat on their website, and called on the phone only to be left on hold for over 45 minutes.I need to REMOVE a line *************) I do not use this line and never have.I also need to set up a sim for *************) but I do not have a SIM card and this phone does not have E-SIM capability. I can't set it up if support will not answer my communication ************** service is decent but their customer service is horrific. Impossible to get ahold of.

    Business Response

    Date: 11/18/2024

    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: 11/24/2024

     
    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.


  • Initial Complaint

    Date:11/03/2024

    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.
    My phone number is not working since last 2 weeks and they are not helping me port it out.They sent me a new sim card with a new number and said that my original number will automatically transfer to this new sim and new number will automatically be replaced by my original number in 2-3 days. It has been 2 weeks now and it hasn't happened yet. Every time I chat with them I spend 30 to 45 minutes waiting to reach to a support person. When I call them it take an hour and a half to 2 hours to reach a support person. And once I connect with a support person, it take 30 to 40 minutes to explain the same issue each time. And they either hang up on me or close the chat without any resolution.I want them to make my number functional again or help me port out my number so I can use it with another wireless service provider.Thank you,*****

    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:

    Business Response

    Date: 12/03/2024

    See attached: 

  • Initial Complaint

    Date:11/03/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 recently converted physical SIM to eSIm for mobile number ************.Received the ** quote but ** code not working. Both old and new SIM are not working. Trying for many hours to reach customer support over the chat, email and phone but not connecting. Please do the needful and send me the new eSIM and help me to recover my number. I see number active when login to online account but there is no sim on my phone. This is impacting my business and ******* my revenue and ******* the needful *********** way online to request new eSIM as well. I am bit ****** off with all your support.

    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

    I have not received any email ******************** or phone calls on ************. Not sure where they called me or email sent.

    i tried to reactive a sim by ordering physical one but that did not work. It should automatically worked as it has monthly plan but I recharged by $1 but that did not worked as well. I tried then again converting to e SIM card by paying $5 but that did worked just for 1 day and then again its not working.

    so no calls, data or sms. Nothing working.

    reset Network, it does show network and all settings but cant make any calls or no sms and no data.

    Reach out to me on ******************** or ************

     

     

    Thanks,

    Sachin Patidar 

    Customer Answer

    Date: 11/22/2024

     
    Date Sent: 11/22/2024 1:58:40 PM
    I have not received any email ******************** or phone calls on ************. Not sure where they called me or email sent.

    i tried to reactive a sim by ordering physical one but that did not work. It should automatically worked as it has monthly plan but I recharged by $1 but that did not worked as well. I tried then again converting to e SIM card by paying $5 but that did worked just for 1 day and then again its not working.

    so no calls, data or sms. Nothing working.

    reset Network, it does show network and all settings but cant make any calls or no sms and no data.

    Reach out to me on ******************** or ************

     

     

    Thanks,

    Sachin Patidar 

    Business Response

    Date: 11/27/2024

    Hello ************************* representative will follow up with you regarding your account. 
    Thank you for your patience & Happy Holiday! 
    Sincerely. 
    Hello Mobile

    Customer Answer

    Date: 11/27/2024

     
    Complaint: 22507345

    I am rejecting this response because:
    No one has contacted me on ********** yet
    Sincerely,

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

  • Initial Complaint

    Date:11/02/2024

    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.
    I had a e-SIM card with Hello Mobile. The company recently upgraded its network and asked clients to upgrade as well. I followed its instruction but did not work. For about two weeks, I tried various times to contact the company via call or online chat....no luck! can never get through!! I can not use my number now, so I don't want to pay for it. But when I log in my account, I can not either cancel this line or cancel auto-payment !!!I require Hello Mobile to contact me asap to solve the problem.

    Business Response

    Date: 11/14/2024

    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:11/02/2024

    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 bought a new iPhone 16 after damaging my iPhone 11 which needed to be replaced. Hello Mobile assured me that my phone was compatible because it only uses an eSIM. I never could get the ** code to activate service so I changed to a new carrier. Now I cannot get my phone number ported out of Hello Mobile to my new carrier. I have done all the steps as instructed and they say there is nothing more they can do however my new carrier says that the message they get when trying to complete the porting is another request in process. I do not have another request in process. In fact my number still shows as active on Hello mobiles website and requests I activate my new SIM. Its as if they are holding my number hostage. I just want my phone number that I have had for nearly 20 years released and be able to port it to my new carrier *****

    Business Response

    Date: 11/15/2024

    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:

Hello Mobile Telecom LLC is NOT a BBB Accredited Business.

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