Mobile Phone Service
Hello Mobile Telecom LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 169 total complaints in the last 3 years.
- 64 complaints closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:11/01/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 exhausted by the harassment I been experiencing from Hello Mobile Telcom. I have received recording that service from Hello Mobile will no longer exist as on 1/8/2024 because they are going out of business to find another wireless provider for wireless cell phone provider. I have PAID money to buy their *** card and hours of my time inquiring if that is true, they refuse to respond to chats of emails on an answer. They seem to be fraudulent by not answering email, charts etc. I am on auto pay which is required by the ad for service. This appears to be a scam, just to get your money. I have paid for the *** card and monthly payments by credit card. I am being forced to switch providers which they did not expose when I sign up. This fraud will be filing a complaint with the *** and *** for Fraud. BBB needs to file this complaint as very serious fraud.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:Customer Answer
Date: 11/16/2024
Complaint: 22501745
I am rejecting this response because: The one phone call was received on my answering machine after I switched to another cell phone provider. I have inquired about the service disruptions I was receiving prior to leaving to another provider I had to switch too because of the message Hello Mobile stated that on or about Nov. ****** Hello Mobile will not provide service any further and find another service provider. These messages were announced prior to any phone call that I made from my cell phone which I assuming all customer received since the wait time to call in was an extremely wait to talk to someone or even chat again and did not want to lose my cell phone number.Yes, I disputed those charges because no information was disclosed at signing up to Hello Mobile, so I wasted my time and money in signing up with the provider, Hello Mobile. Also, to date no new sim card has been received as Hello Mobile states confirming another reason that switching from Hello Mobile to another cell phone provider was justified.
The BBB complaint should now be closed but kept on the BBB complaints history of Hello Mobile to alert other consumers of this incident.
Sincerely,
****** *******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
Hello Mobile: Did leave a message on their business screwup which cost me a lot of time not to mention the cost. I do not except their response due to the time in stook to correct their mistake. If I again try to resume their service, again additional cost and time.Customer Answer
Date: 12/02/2024
Date Sent: 11/27/2024 3:28:34 PM
Hello Mobile: Did leave a message on their business screwup which cost me a lot of time not to mention the cost. I do not except their response due to the time in stook to correct their mistake. If I again try to resume their service, again additional cost and time.Initial Complaint
Date:10/31/2024
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Date of the transaction: Oct 14, 2024 The amount of money you paid the business: $40monthly fee What the business committed to provide you : International calling plan What the nature of the dispute is : The added feature of international calling has not be working. I have raised the issue to the company and it has not been resolved. The feature is still not working and the company is unable to render service with no explanation. Whether or not the business has tried to resolve the problem: I have called numerous times to bring the issue to their attention and they have mentioned of creating a case on the issue but it is still not being resolved. Account/order/tracking number: Account #: ********* Case#: None given Desired Resolution: Deliver the promised added feature to its full functionalityBusiness 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:Customer Answer
Date: 11/15/2024
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:10/31/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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 received the text message saying that due to some legal issues with the federal government hello mobile will no longer be providing the service and i have to switch my carrier. In order to switch my service i need to obtain account transfer pin and i am unable to get in touch with the customer service representative.Business Response
Date: 11/08/2024
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:10/29/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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'm a qlinks customer who receives lifeline for my phone service, all though I have unlimited talk and text my phone service has been disconnected without an explanation and will be replenished on the first of the month. Since I've been on the program for years this is the second time qlinks has done this to me and asking me to pay for additional minutes, when I call customer service I get no answer and been on hold for over an hour and still nothing. Lifeline is a government service and I should not be charged. When someone calls me they do not get a disconnect recording instead they get personal account information.Business Response
Date: 11/07/2024
WE REQUEST THIS INQUIRY BE FORWARDED TO Q LNK WIRELESS. *************** IS A SISTER COMPANY TO HELLO MOBILE AND ALL MATTERS RELATED TO EITHER COMPANY SHOULD BE SUBMITTED ACCORDINGLY.
THANK YOU!
Initial Complaint
Date:10/28/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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 have telephone service with Hello Mobile who apparently, though I can't prove it, seems to be in bankruptcy but is, by ignoring their current customers, trying to keep service that does NOT want to be with them. I have been on hold for 3 days (yes off and on for 3 days) and can not get the porting pin required to move my telephone number from their service to another provider who is a LOT more cooperative. The porting pin that I use with ALL carriers does not work with Hello Mobile probably because they changed it so I can not port my phone number. The number has been with me for 30 years and I am now on the verge of losing it because of this extremely poor service provider. I need to correct porting pin so I can port my number OUT of *******************************************, nothing ******* addition, their website and my account information is constantly and irritatingly offline, their chat process that they tell everyone to use does NOT work and they do not respond to calls to support or customer service. They are a gigantic mess.Business Response
Date: 11/07/2024
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: 11/08/2024
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. True, both numbers were finally able to be ported, as required by FCC requirements. However, their representative was not the reason the numbers were eventually ported. I finally realized that the pin ******************** hade assigned to the account was my birthday, not a number I ever used anywhere. But this was THEIR requirement. The first number was ported long before anyone contacted me, the second number was ported only after a long argument with their representative that was due to the fact they changed the pin after my complaint was filed with the FCC. Anyway, the numbers are ported, and I no longer have an association with this business, so this is just fine. Thanks for your help, BBB.
Sincerely,
****** ******Initial Complaint
Date:10/26/2024
Type:Customer Service IssuesStatus:UnresolvedMore info
Complaint statuses
- 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 is the worst company I have ever done business with. My wife and I are 89 years old and we have their service they never pick up the phone for customer service. I was waiting for two sim cards and the post office notified me that one was damaged and had to be sent back. Now my wife has no SIM card to insert in her phone and we cannot communicate when we are away from each other. This company does not care about their customers.Business Response
Date: 11/06/2024
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
Complaint: 22476424
I am rejecting this response because: I called again on 11/15/2024 and the customer service representative had the audacity to tell me that one card was missing and I had to wait till it be found. It took me 3 hours to speak to a live customer service representative this company is cheap but it comes with an expensive price when it leaves you without service for 3 months and on top of that they've charged me for every month that I've had no service. We are 89 years old and my wife's phone is activated but mines is not and I am the account holder ***** ******. I have many family and friends that I have recommended hello mobile. Due to the situation that I am going through other friends and family are considering discontinuing your service. Your customer service must be resolved. Only one card was sent and again I was told by the representative that nothing can be done till the card is found. Ridiculous!!!Sincerely,
***** *******Business Response
Date: 11/27/2024
Hello,
A Q Link representative will follow up with you regarding your account.
Thank you for your patience & Happy Holiday!
Sincerely.
Hello Mobile
Customer Answer
Date: 11/28/2024
Complaint: 22476424
I am rejecting this response because:
Sincerely,
***** *******Customer Answer
Date: 12/02/2024
This issue has not yet been resolved I am 89 years old my wife and I and we still don't have service it's been 3 monthsCustomer Answer
Date: 12/02/2024
Date Sent: 12/2/2024 11:16:53 AM
This issue has not yet been resolved I am 89 years old my wife and I and we still don't have service it's been 3 monthsInitial Complaint
Date:10/22/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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 October 15th one of the mobile lines had lost service.We went to the portal and installed the new eSIM assigned that phone. After installing the eSIM all lines ceased to function and the original phones for each line had been switched, Helio mobile wait times have exceed 3 hours, out of frustration we initiated switching to a new carrier, US Mobile On that same evening. After 6 days (and counting) Hello mobile has not ported (transferred our numbers to US mobile, we had to purchase new numbers to have service, but all our business and financial connections are with the now non functioning numbers.Business Response
Date: 11/08/2024
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: 11/11/2024
Complaint: 22461652
I am rejecting this response because:Hello Mobile kept me on hold for almost 3 hours then dropped my call. In total I sent the equivalent to a whole working day, just on hold.
For over a week I did not have cell phone service and had to purchase new numbers to try and conduct some business while Hello mobile dragged their feet in porting my numbers to the new carrier.
I only ceased accepting contact with Hello mobile after my numbers ported.
Please ask Hello mobile why at maximum a 1 day ( it can be done in 10 minutes) transfer of cell numbers tool 8 days.
I had people trying to contact me, web portals that rely on my phone number being functional.
Sincerely,
**** *************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: 11/20/2024
Complaint: 22461652
I am rejecting this response because:They only attempted to reach out to me after my numbers had already ported out to my new carrier.
I believe if I had not reached out to BBB, they would have delayed my porting even longer.
They are terrible people and should not be allowed to do business
Sincerely,
**** *************Initial Complaint
Date:10/21/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 10/21/24 I asked the company to cancel my account *********. I have two lines ************ and ************. I would like my account to be fully cancelled and closed. I do not want the numbers or account. Please remove my credit card number online as they will not allow me to remove it. I would like this change to be effective 10/21/2024. They emailed me said to call them to verify my account, however upon sitting on hold over an hour and being disconnected. It is not possible to call their company to close my account.Business Response
Date: 11/07/2024
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: 11/21/2024
Complaint: 22455185
I am rejecting this response because: I can still login to my hello mobile account and it says my account is past due since 10/27/2024. This shows me they have not closed my account as they say they have.
Sincerely,
**** ****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:Initial Complaint
Date:10/02/2024
Type:Billing IssuesStatus:UnansweredMore info
Complaint statuses
- 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 only had ONE active line & have been charged for 2 when the 2nd SIM has NOT BEEN SENT IN THE MAIL.Initial Complaint
Date:10/02/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 signed up for a line with HelloMobile on or before 9/12. I was charged $5 on 9/12, there was an additional charge of $1.33 on 9/19 for 2nd line. But I was never assigned a line or provided a SIM/eSIM. I reached out to customer server over chat 3 times but with no success.I finally got hold of an agent named ******* and had the account cancelled on 9/25 but no update was provided about refund.Business Response
Date: 10/29/2024
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: 10/29/2024
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,
**** *******
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