Complaints

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.

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  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.

  Never received the *** kit as promised. Claimed it would be shipped in 2 days. It has been weeks! I am without a phone because their sister company cancelled my account. Can not use QLimk cell number as well. Have contacted customer service many times with no result. Live chat and emails with no response. I want a credit to my account and a valis *** card.Thank you.

  Business Response

  Date: 09/13/2024

  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: 09/13/2024

   
  Complaint: 22249034
  
  I am rejecting this response because:  Hello Mobile is incorrect in stating a service *** tried to contact me. I have contacted Hello Mobile many times via email, phone, and Live Chat. In fact, I have contacted Hello Mobile via Live Chat every day for over 2 weeks. I get the same copied response stating my shipment is being processed. I never have received the *** kit. There are hundreds of complaints from other customers with the same issues. This company is in violation of FCC law.

  Sincerely,
  
  *********************

  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:
  
  

  Customer Answer

  Date: 09/17/2024

   It has been over 3 weeks and still no SIM card has been received QLink your parent company cancelled my account that is why my contact number is not valid! I have NO cell phone service. QLINK REFERERRED ALL CUSTOMERS TO ********************************************* WHICH IS ABSOULTY WORTHLESS.I WANT MY SHIPMENT ORDER CANCELLED AND $60.00 CREDIT TO MY CHECKING ACCOUNT ASAP. IN VIOLATION OF FCC LAWS.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service Issues
  Status:

  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.

  Total $207 for 2 lines was made in 8/18/2024, so far I still do not get the service I paid for.The issue is with the transfer of numbers from T-Mobile (T) to Hello Mobile (H).The transfer request was made by me through online account, through customer service from H, and while we were on three way calling involving me, H and T.There are estimated over ******************* total, because each time a CSR comes in, he or she wanted to do his or her diligence, I have to go with their process though it has been the same repeat for me over 20 times.Every time it ends with the same result: failed due to a wrong account number. It has been verified repeatedly (half dozen time with H, T and me on the call), but still each CSR comes in requesting to a new request and ended up with the same error.Ultimately H agreed to escalate this issue, not sure if it is also because of my repeated email request.But the result remains the same: Each time CSR from H called me, saying it is a different department, higher than the previous one, it is the same question: is the account number correct, let's verify it T again.... ending up with the same conclusion: escalate to higher level H keeps ignoring the repeated notion from T saying T never received any request for the number to be transferred. In other words, H's transfer request never made it to T. To me it is a simple technical issue that tech team from H should look into.I have to give praise to CSR from both T and H, they have been nice dealing with the issue and me when I got frustrated. Except to the last call I got from H, who claims to be the manager at the highest level.I can tell she is different from other CRS, she told me in a simple term that I need to contact T because it is my problem (providing wrong account number) even though the note shows we had this resolved and confirmed by three way calling that the number is correct. She refuse to contact T and said it is my problem to solve.This triggers my complaint.

  Business Response

  Date: 09/13/2024

  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

  Cannot submit anything, the system blames me of Inappropriate language.

• Initial Complaint

  Date:08/31/2024

  Type:Delivery Issues
  Status:

  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 ordered service on 8/17/2024, at which time they promptly charged my card $5.00.Their website states that *** cards are sent out in 2-5 business days. Now, it is 2 weeks later and they still have not sent the *** card. Their website states the order is "processing"My multiple calls and chats have resulted in getting the runaround

  Business Response

  Date: 09/04/2024

  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: 22222731
  
  I am rejecting this response because: No SIM card has been sent as they promised. It has now been over a month. They said it would take 2-3 days.
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 09/23/2024

  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: 09/24/2024

   
  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.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:08/30/2024

  Type:Product Issues
  Status:

  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.

  On 08/21/24, I added a line to my service, account number *********, via the ******************************************* website. I was supposed to receive a sim card for the additional line and port a number to that line. The website said I was supposed to receive my sim card in 2-5 days. On 08/26/24, I had not heard anything from Hello Mobile about my sim being sent out...no confirmation email nor tracking number. I needed to port a number fairly quickly, which was the reason why I added a line with Hello Mobile. On 08/26/24, I chose to port my number to another carrier due to no communication from Hello Mobile. I called Hello Mobile that same day to cancel the added line. The *** I spoke with apologized for dropping the ball with my sim card and cancelled the added line. On 08/25/24, I was charged for two lines. I never used the additional line, nor did I even have a sim card to be able to use the second line, but I was charged for it. The *** I spoke with made no mention of refunding my money. Hello Mobile cannot just keep my money for services not rendered. A sim card was never even mailed out to me. I am requesting a refund of my $5 for the additional line that was never used. Thank you!

  Business Response

  Date: 09/09/2024

  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: 09/09/2024

   
  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.
  

  My complaint is resolved and I appreciate Hello Mobile staying in contact with me!

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  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.

  This is the most horrible cell phone provider I have ever had. Their CHAT employees just disconnected when in session. Their software to pay a bill doesn't allow you so you revert to chat with their employees who REFUSE to Help you.Account My Profile Account Number ********* ************************************ I transferred my number and paid the $5.00 dollars for the *** card as required. But buyer be aware, they have REFUSED to help me PAY my fees. I can't tell you how Bad this is when a company disconnect from you multiple time causing you to lose the phone number you transferred to their service. I have valid charge calls as they have refused to correct their payment issues. I would strongly recommend dealing with another cell phone provider.

  Business Response

  Date: 09/04/2024

  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:08/29/2024

  Type:Service or Repair Issues
  Status:

  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 set up the pre-paid plan with this carrier. There was some issue with my credit card, so the carrier was unable to charge me. In addition to stopping the service, they also gave me a hard time of paying the bill and re-activate my cell phone number. I contacted them many time via online and phone. I was told that my phone number is gone by online agent. I was told by the technical support people that they are going to submit a review to allow me to pay my bill. However, two days later, I still had the same issue. The people that I spoke to is lack of technical knowledge and I feel that my time was wasted and there was no resolution by talking to them. They told me that the only way to keep my number is to pay the bill online but the online system does not allow me to pay any bill. I attached the error message in this complaint. I have used this old phone number for more than 20 years and never had any issues with other carriers when I was using the pre-paid plan. Sometimes I did not pay the bill in time. They never de-activated my phone number. However, this carrier just de-activated my phone number for the reason that my credit card had an issue of paying $5 pre-paid plan. This wasted tremendous time on me. The agent was not knowledgeable enough to assist this issue right away. I just called today and agent did something but still now, I cannot pay the bill or re-active my line. Please ask this carrier to bring my phone number back. Also please stop to use this unethical business practice to take away the phone number from customers just because they missed to pay $5.

  Business Response

  Date: 09/04/2024

  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: 09/05/2024

   
  Complaint: 22214589
  
  I am rejecting this response because your reply did not resolve the current issue I have, which is to pay for the bill. I made multiple attempts and wasted so much time online to pay for the bill. However, up to today, I still receive this message saying "Sorry! We Can Not Complete Your Request.
  Customer has an active rebill subscription. " What is it? I appreciate you recovery my phone number. However, like you said, I am getting a regular service such as receiving text message. I want to make the payment but your website is preventing me from making a bill payment. You said your agent tried to call me, unfortunately, I did not receive the call. However, I also called your agent but the agent over the phone told me that the only way to make a payment is to pay online. 

  Attached image is the proof of the error message I received online when I am trying to make a payment. Please note the date of computer is today's date. As of today, this issue is still not resolved. 

  So instead of calling me, please just send me a simple instruction via BBB message on how to make a payment online. Please don't waste any more of my time on this un-resolved technical issue any more. 

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/13/2024

  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:08/27/2024

  Type:Billing Issues
  Status:

  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.

  Two separate times during a CHAT, ****** **** up in this chat on 8/27/24 at approx. 4:30 PM.I just want to pay my bill on **************** and for some reason, after entering the credit card info it would not except the $5.00 payment. My cell # ************

  Business Response

  Date: 09/04/2024

  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: 09/04/2024

  Please note that customers can no longer make payments over the phone as there was a typo in the previously attached notice. 

• Initial Complaint

  Date:08/26/2024

  Type:Delivery Issues
  Status:

  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 ordered a second SIM card for my account. The website states 2-day delivery and there were no notices about shipping delays. When I contact customer service, I get a very generic response stating it will ship soon. I've made payment and next month the fee will be due again and they're going to want me to pay for service that I have yet to receive for a second line. Ship soon can equate to ***** weeks. I do not appreciate the false advertisement and lack of honesty.

  Business Response

  Date: 09/04/2024

  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:08/19/2024

  Type:Service or Repair Issues
  Status:

  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.

  They fail to process my autopayment, send me threatening emails, Waste my time, Don't fix the problem, say they will "escalate and follow up", fail to follow up, send more threats, and then ask me to "bear with" them. I have tried different credit cards and ****** pay, all valid, no problems on the banks' side. Fix the autopay, stop sending me threats for non-payment when it's your fault.

  Business Response

  Date: 09/04/2024

  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: 09/04/2024

   
  Complaint: 22163479
  
  I am rejecting this response because:

  The information described in the letter from Hello Mobile on 9/4/24 contains false information and fails to address the matter.

  I contacted Hello mobile for help in both fixing errors with autobilling and then ordering a ***lacement sim card. I followed up multiple times from 8/7/24 thru 9/3/24. We had the case escalated to managers, staff kept saying to "be patient" time and time again. After almost a month, numerous calls and chats, hours wasted, the ***lacement SIM card was still not shipped. ALMOST A MONTH.

  On 9/3/24 a Hello Mobile *** said that ****** was used to send SIM cards and there is a problem with ****** fulfillment or inventory at the moment. At that time, after waiting for almost a month with no ***lacement card yet sent, I requested a portout. Not on 8/3/24. By failing to provide service ordered and ***lacement SIM card, I was forced to secure a different provider at a higher cost. 

  On 9/4/24 a Hello Mobile *** said that the request for a new SIM card was cancelled by Hello Mobile on 8/17/24. In addition, the *** tried to say that there was an issue with ****** Pay for autopayment which is categorically false because that payment method is used by a host of other subscriptions and had been removed, re-added, checked, double checked multiple times over many months.

  Any claim that I requested a portout on 9/3/2024 is a falsity.

  This experience has been a huge frustration, a big waste of time, and undermined the safety of a young family member who relies on this phone for secure pickup.

  Shame on Hello Mobile for stating false facts time and again, mistreating customers, saying wrong statement after and pushing me by necessity to finding a new carrier. 

  Regards,
  
  ***** *******

  Customer Answer

  Date: 09/04/2024

  Correction: Any claim that I requested a portout on 8/3/2024 is a falsity.

  9/3/24 is when I requested portout because the autopayment had not been fixed after numerous months and because replacement sim card was not sent.

  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:
  
  

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22163479
  
  I am rejecting this response because the company failed to resolve the problems, is communicating false information, and providing conflicting information. 

  The autopayment issue was never fixed and the company sent threatening messages each month. The numerous attempts at escalation and resolution went nowhere but wasted time and became ongoing frustration.

  On the matter of a replacement SIM card, I ordered it on 8/7/24 and never received it. Phone call after phone call, support chat after support chat, escalation after escalation never resolved it. Messages from customer service left return number that went into the general call center who was unable to help. One agent said weeks later that Hello Mobile actually canceled the request for a new sim card on 8/17/24 without any notice to me or any reason why they would do so. Another agent even later said that Hello Mobile relies on ****** to send new sim cards and there was an Amazon problem. Hello Mobile kept saying different things, asked me to be patient week after week while they failed to deliver, and caused over a month of wasted time. This turned out to be a very wasteful and frustrating experience because Hello Mobile was irresponsible.

  I ended up moving to a different company at twice the price because of Hello Mobile not fixing the above problems, not communicating responsibly, and not honoring its word. Twice the price. Shame on Hello Mobile. 

  Sincerely,
  
  ***** *******

  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:
  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22163479
  
  I am rejecting this response because: the business offered no solution.

  The business had a person named ******* call who left a message that said I got their attention, the issue is widespread, and I can call them back at a general number. In the past, I called back the general, but there is no way to reach the person who called me and it is just more time wasted. Previously, I set an appointment to be called back, but was then told that is an error because they cannot set such appointments.

  This entire process has been a big frustration with the Hello Mobile company behaving very dishonestly and in bad faith. They knew there was a problem with shipping sim cards but failed to disclose that for over 6 weeks. The failed to autobill and made up excuses rather than fix the system, and sent threatening emails. **************** has been no help and just reaching a person is a time waste. This situation was not resolved and the service only made matters worse. Shame on Hello Mobile.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  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.

  On 8/5/24, my government phone was suspended by Qlink Wireless, without warning. When I called them, they said I had to call Hello Mobile; and that they no longer offer lifeline assistance in my area. I signed up with Hello Mobile and they charged me $25.00 on my debit card and said they would send out a *** card package in the mail. However, by the time that I received the *** card from Hello Mobile, I had already been APPROVED by another government plan that helps seniors who are on ******** and Food stamps. This government program does not charge ANYTHING. When I called Hello Mobile to CANCEL the service that was NEVER activated in the first place, they gave me the runaround. I don't know how many times I had to call them to no avail. I was FINALLY able to reach someone today via CHAT. When I explained the situation, they said they would cancel the service and that I can dispose of the *** card. However, when I asked about my refund of $25.00, they were RATHER UNCERTAIN as to the time frame when I would have the refund back in my account. I am 70 years old and I need my money back in my account.

  Business Response

  Date: 08/21/2024

  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: 08/23/2024

   
  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.  However, even though they did refund the $25.00 back to my account, they NEVER sent me any emails.  So for them to state that they were trying to contact me via several emails is NOT TRUE.  My email address is ALWAYS available.  Thank you BBB for your assistance in this matter.
  
  Sincerely,
  
  *******************************