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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:09/26/2024

    Type:Customer Service 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.
    m writing to formally lodge a complaint regarding an issue I am facing with the porting of my phone number to a new service provider. Despite fulfilling all the necessary requirements, including clearing any outstanding balances and ensuring my account is in good standing, my number has been locked by Hello Mobile, preventing the porting process.I have already attempted to resolve this issue through your customer service channels, but I have been unable to receive a satisfactory response or solution. The delay in porting my number is causing significant inconvenience and disruption to my ability to ************** per *** regulations, I have the right to port my number to a new service provider without undue delay. I kindly request that you unlock my number immediately so that I can complete the porting process.Please confirm the unlocking of my number as soon as possible. I would appreciate your prompt attention to this matter, as I wish to avoid taking further steps, such as filing a formal complaint with the ***, should this issue persist.Thank you for your understanding and cooperation.Sincerely,

    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:

  • Initial Complaint

    Date:09/26/2024

    Type:Order 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 tried to get a new line a month ago. They haven't shipped the sim card yet. The only communication I got was one time apology when I kept asking what happened with my order. And now, they send me a bill reminder. Can someone please help me cancel this account?

    Business Response

    Date: 10/28/2024

    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:09/24/2024

    Type:Billing 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 was coerced into purchasing a line after being told I would be able to port my number over to this service. After purchase they told me it wasn't possible. I cancelled my account with this company after they failed to even send me a sim package for well over the proposed time and never provided service for me. I have attempted to remove my credit card information and disable autopay because a payment is scheduled on autopay. They refuse to disable autopay, remove my card information, or send me verification that my account has been cancelled. Specifically, the representative, Yanderin, I spoke with was the one who refused to send me any of the information. I would like my refund of $5, official verification this account has been deleted, and verification they no longer have my credit card information.

    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:

  • Initial Complaint

    Date:09/24/2024

    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 have upgraded my Phone to iPhone16 and required a new eSIM QR code. I ordered new eSIM on Saturday 9/21 and havent been able to get it from 3 days. Everytime I contact their customer support they say eSIM will be sent in 2 days and I never received it. Usually eSIM QR Code is instant thing with any carrier. I paid for 6 months of service in advance and now have no service since last 3 days and left without my mobile number and frustrated.

    Business Response

    Date: 10/15/2024

    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: 10/16/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22328478, and find that this resolution is satisfactory to me.




    Sincerely,



    Sai Praveen Bolla

  • Initial Complaint

    Date:09/20/2024

    Type:Billing 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.
    Hello Mobile accepted my payment via ****** pay but never issued eSim

    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:

  • Initial Complaint

    Date:09/19/2024

    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 placed an order for a new line with **** delivery on Sat Sep 14 2024. Per Hello Mobile website, I should receive the **** and be able to activate the new line instantly after placing the order. However, I did not receive the **** and therefore can not activate and use the new line. I have contracted Hello Mobile custom service multiple times during the course but there is no resolution provided, and no explanation.

    Business Response

    Date: 09/24/2024

    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:09/17/2024

    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 placed order for a sim card on 17 August 2024, a week after when i did not get it delivered i contacted customer service and was told that it will be expedited and will be shipped in few days. On second week when i still did not receive anything and on app it says "processing" i contacted customer service via chat on their website and was told they very sorry and it will be shipped as soon as possible and again that priority will be given.4 days past i still did not receive anything, i submitted request via email on company site but never received ******** just over 3 weeks i contacted company 5 times and was told same thing every time (it will e shipped, its a priority).on 10 September ************************************************************************************************** company shipping/receiving and they will investigate. On 12 September 2024 i received email from company notifying me that my order is delayed due to shipping and i will be notified when it gets processed.Until that day i was able to access company website to see progress, on 16 September i received email that auto pay will be charged to my account for services used, but when i submitted order it also said i wont be charged until SIM card arrives and i activate service.Since auto pay did not go through my account now locked and i cant see its status, i contacted customer service and all they can say is that i have to pay and apparently now SIM card will be shipped but when i asked when will i receive it i did not get an answer.I would like to get SIM card, and then i will pay, just like original agreement when i signed up, I already had to get a temporary sim card and spent more money waiting for Hello Mobile one. If anything Hello Mobile should reimburse me for the extra money i spent, but that's not what i am asking for.What I am asking is to receive my original order.

    Business Response

    Date: 09/20/2024

    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:09/10/2024

    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.
    On 09/01 my cellular bill was due & due to unseen circumstances I was unable to make the payment on that specific day. On 09/06 my cellular number that Ive owned for many years was cancelled *************) after just 6 days of non payment. This company has done nothing to uphold their standards and has caused a huge lump stone in my life. My number is tied to ************ prescriptions, family members. This is unacceptable as I have never known a phone to cancel a number after just 6 days of failure payment. When I called about the issue I was told to create a new account with a new email address, set up the same plan & provide the account number so at that point a ticket could be created to retrieve my number *************. However once that was done I was given totally different information on regards as to the next steps. They should inform the customer if something like this would happen after just 6 days of nonpayment. But this is not right

    Business Response

    Date: 09/17/2024

    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:09/08/2024

    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.
    Paid for a eSIM on Friday, I am writing this Sunday and still have received the eSIM. It says instant activation.after attempting to contact customer service,2 times on ********* 2 times on ******* and 4 phone calls and 6 messages left thru email and chat on the site.. I have no eSIM And havent been refunded of contact as why I have nothing.. its by far the worst company/customer service I have ever encountered!

    Business Response

    Date: 09/10/2024

    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: 09/11/2024

     
    Complaint: 22257584

    I am rejecting this response because:
    The reason you cant contact me on the phone is because I never received a eSIM from your company.. why are you selling them when you dont have them? It says instant activation on your site! Remove that part and tell people the truth that you dont have eSIMs  or SIM cards and then Ill accept it
    Sincerely,

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

    Business Response

    Date: 09/16/2024

    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: 09/17/2024

     
    Complaint: 22257584

    I am rejecting this response because: the reason you cant contact me by phone is because your company never activated my instant activation esim. Now my daughter also cancelled her esim after not being activated for 2 weeks. My son has tried to get an esim and is on day 4 of waiting. Stop selling stuff you dont have.
    im currently in talks with several lawyers about starting a class action lawsuit.


    Sincerely,

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

  • Initial Complaint

    Date:09/08/2024

    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.
    Those guys charge me 15$ for 3 sim cards They didnt ship anything They refuse to answer through call ir email or chat They refuse to erase credit card info from their account

    Business Response

    Date: 09/10/2024

    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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