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:05/14/2025

  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 originally opened an account with you ********************** back in February and upon opening and trying to start service with them I didn't get what I paid for no data/no texting or calling from their service so within an hour of realizing nothing was going to happen I for the following day contacted customer service numerous times to get porting out information (account number/pin number) and they weren't of any assistance through their chat. One person said "I would be able to find the account number at such and such place" I proceeded to look where they told me and nowhere was the account number to be found. I reached out to them through email and go zero responses the 2 or 3 times I tried to get assistance from them. And wasn't successful, so I did exactly what it says on their site (contact the carrier i went to move with and they will handle all the porting out) and ended up closing my account. For the following months I've been trying to figure out how to go about obtaining my number. Tried to port it over to my current carrier metro and they say I need to get the account number and pin to do so. Contacted **** because when I look up the phone number it shows it under ****(yo mobile uses their towers) but **** was having problems accessing the number themselves. They're the ones who clarified that my number still is currently under yo mobile, or yonder mobile media, control. Currently my number shows its not under service whenever I call it. So the number hasn't been reassigned to anyone else. That being said i opened another account with ******************** to try and retrieve my number and they are still currently being uncooperative and trying to fault me. I believe my number is still attainable being that it hasn't been given to someone else. I've read this isn't the first time this has happened to. What theyre practically doing is stealing money from people being that they aren't getting any service yet they don't even give any refunds for not using their service

  Business Response

  Date: 05/28/2025

  Dear Better Business Bureau,

  Thank you for the opportunity to address the concerns raised by *** ******* ****** (also referred to as London ****** in our records) regarding his service experience with YO Mobile ***. We take all customer concerns very seriously, and we appreciate the BBBs role in ensuring fair communication and resolution.

  Acknowledgement of the Complaint:
  We are genuinely sorry to hear about *** ******* frustrating experience with our service and his attempts to port out his phone number. As a company committed to customer satisfaction, we continuously aim to provide efficient processes and transparent communication. We acknowledge his concern about not being able to successfully use his phone number and will provide a complete timeline of events for clarity.

  First Mobile ************* Account with **********************:
  Created: January 4, 2025
  Email: ****************************
  Name Used: London ******
  Phone Number Assigned: ************
  Promo Plan Used: Free first month, regular payment due in the second month.

  Shortly after activating the account and using the service, *** ****** contacted our team on January 7 via ticket #****** to request port-out information. Our agent responded asking for confirmation of this request (as part of our security process). Unfortunately, no response was received, and the ticket was closed. The service remained active with *** ****** using the service (data usage noted throughout the first month).
  Since the user did not proceed with the payment for the second month, the line was suspended due to non-payment, and the account was marked inactive.
  Important Note: All numbers with no billing activity for 90 days are flagged by our provider for potential deactivation and return to the available pool of phone numbers for new users (a common approach by the big service providers e.g. ****).
  On February 7, the user opened another ticket (#******* again requesting port-out information. Once more, our team followed security protocol and requested user verification. No reply was received. Please understand that porting number scams are very prevalent and we are following recommended security protocols suggested by CPNI and NPAC (FCC regulatory bodies).

  Second Account:
  Created: March 23, 2025
  Email: ****************************
  Name: ******* ******
  Phone Number: None assigned
  This account was created but no plan chosen and no SIM or eSIM was ordered, so no subscription was activated.

  Third Account:
  Created: May 5, 2025
  Email: ******************************
  Name: ******* ******
  Phone Number Assigned: ************
  Promo Plan Used: $10 first month trial, regular price second month

  On May 5, *** ****** submitted four support tickets (#******, #******, #******, #******) requesting to recover the original number (************). Our team responded to each, explaining the need to reactivate the original account where that number was assigned. Since the number had not yet reached the 90-day expiration ***** reactivation was still possible.
  The user declined to follow the instructions provided to reactivate the original account and continued creating new requests under different profiles.
  On May 6, a new ticket (#******) was submitted necessary information for *** ****** to reactive, the number remained inactive, making the port-out unsuccessful.

  Internal Resolution Efforts:
  We recognized two parallel technical challenges:
  a) The users failure to reactivate the original account where the number still resided.
  b) An internal bug from our provider (****) that prevented certain port-out attempts. 

  Despite these complications, we escalated the issue both internally and to our provider (****). 
  Third-Party Involvement & Escalation
  During this process, *** **** ***** ********, Operations Supervisor Number Portability Department for ******* Value (covering ********* ****** ********* ******** ***** ****** ******* **** ***** ******* ****** ****** * ***** Wireless) proactively reached out to us after the customer attempted to port his number to a ********associated carrier.
  *** ******** contacted our support team via official escalation email tf-**************************************, referencing ticket #********** on May 22, and confirmed the customers request. His assistance was key in aligning the port-out process with ******** internal procedures.
  Thanks to this collaboration and after **** confirmed resolution of the *** bug we successfully initiated a manual port-out on May 24 and received final confirmation of completion on May 27.
  The customer was informed via ticket #******, which consolidated all prior communication. *** ****** acknowledged successful resolution of the issue on May 27th.

  Actions Taken:
  - Prompt responses to all tickets created under multiple accounts.
  - Port-out information provided on multiple occasions (upon verification).
  - Escalation of technical issues to our provider and porting supervisors.
  - Manual override and resolution to allow port-out of the requested number.
  - Final confirmation of port-out success delivered and confirmed by the customer.

  Closing Statement:
  While we regret the frustration caused, we respectfully disagree with the claim that we refused service or engaged in deceptive practices. We followed our standard procedures to ensure account security and responded to all inquiries submitted via ticket and email.
  The customer ultimately regained full access to his original phone number and successfully ported it to the carrier of his choice.
  We consider this matter resolved and are happy to assist further should the customer need continued support. For any unresolved concerns, the customer is also welcome to contact our **************** Manager directly at ****************************************************************************.

  Sincerely,

  
  

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  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 had purchased a 1-month trial with your mobile and had some medical cancellation before my trial was over yet it did not go through somehow and I was charged on April 1st. I have tried reaching out to them to have the services fully canceled and refunded and their agent Asys who first took my information was almost refusing to help finally got someone else to take over and yet all I kept getting now is they are speaking with their managers to decide if they're going to give me the refund or not and I feel like they're just running out the time so they can tell me that they're not going to be able to refund it because of the time has passed.

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  On Feb 8 I saw an advertisement for yo mobile to try the service for one month for 10 dollars. I googled what networks they use as I do needa service for a secondary data line on my phone when main carrier has no coverage. Downloaded their app and signed up with the trial and after following the steps from the app and getting charged the 10 dollars it says I need an activation code sent to my email. I check the email and there is the order email with no code and no other emails. After not receiving the code and not being able generate the esim I check the support options which I believe the only one was chat. I initiate the chat and get bot replies. No options for live person and no information relevant to my problem. I used a virtual card number for the sign up from my bank and I replaced it right after not getting help. I also told them I was very disappointed at the lack of support and did not want to continue the service. Was happy that their scam only had costed me 10 dollars to find out the awful service. I let it go and on march 8th I got a notification that yonder media mobile made a charge of 44 dollars and I immediately opened the app again and checked the help option to see i had received a reply days later and that now I somehow had a phone number associated to their service which I was never able to use or activate. And I created a new chat message after complaining with the *** and requesting a refund. I get a message a day later from a supposed ***** asking why I want to cancel... i reply and go ignored for the last 4 days. Today I have started the formal charge back request with my credit card for the 44 dollars and the co pay should also voluntarily refund the I itial 10 dollars charged. If they are unable to operate and support a mvno they should close and stop taking trials and people's money until they can actually provide a service and support it.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by YO Mobile regarding complaint ID ********.
  
  Sincerely,
  
  ********* **********
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair 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 ported out my phone number *************) to YO Mobile (Yonder Media Mobile ***** I am not able to activate the esim card they provided after I transferred my phone service to them. They do not have any live agent and they do not have any phone number to call. The only way to provide customer support is by email. I sent multiple emails to them and they never responded. I need to maintain the active status of my phone number since this is my primary phone.Right now, I want to get my account number and PIN number to port out to another cellular carrier to protect my phone number's safety. I could not trust such bad service. I looked at the reviews on both IOS App Store and ****** App store. I saw many negative reviews and they all pointed out that this company was a total scam.The only solution I need is to get the account number and PIN number so that I can port out to another carrier. I do not need any technical solution or reimbursement. Thank you!

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Yonder Media Mobile has been resolved.
  

  The business did not respond; I resolved the issue myself.

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