Complaints

This profile includes complaints for US Mobile LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  US Mobile LLC

  50 Main Street White Plains, NY 10606-1901

• 

  US Mobile LLC

  11 E 44th St Fl 2 New York, NY 10017-0066

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:07/14/2025

  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.

  Wanted service for my Apple Watch, had to purchase their "StandAlone" account. Connecting it failed several times, chatted to disconnect and cancel the charge, and it seems like they are either refusing to cancel it, or no one there knows how... I have wasted 3 hours of my time on this. I found their phone number, I was told I was 25 th in line....waited 45 minutes then I finally got someone who put me on hold twice but was not able to cancel this order. Nothing but a run around.

  Business Response

  Date: 07/30/2025

  Date: July 30, 2025
  Better Business Bureau ***************************************************
  Subject: Response to Complaint ID #******** - ***** ********
  Dear Better Business Bureau,
  We are writing in response to the complaint filed by *** ***** ******** (Complaint ID: #********* regarding his experience with activating an Apple Watch line and the subsequent refund for a "StandAlone" account.
  We acknowledge receipt of *** ********** complaint and genuinely regret any frustration or inconvenience he experienced during the activation process. We take all customer feedback seriously and are committed to ensuring a smooth experience for our users.
  According to *** ********** complaint, the primary concerns were difficulties connecting his ******************** issues with cancelling the charge, and perceived unresponsiveness from our customer service, leading him to believe a refund had not been processed for the $9.95 "StandAlone" account (Order Number: *********).
  Upon reviewing our records, we can confirm that *** ******** initially attempted to activate an Apple Watch companion line with US Mobile on July 11, 2025. As he did not have an existing Warp line, the companion line activation could not proceed. Our customer support team then advised *** ******** to activate a standalone Apple Watch line, which does not require pairing with an iPhone Warp line.
  While setting up the standalone line, *** ******** encountered a few issues. Our customer support offered to call him to provide direct assistance, which he initially accepted but later declined, requesting a cancellation and refund for the standalone line at that time.
  We understand that *** ******** may have continued to see the line as active on his end, leading to the impression that the refund had not been processed, which prompted him to call us again. We confirm that the refund for the $9.95 was processed promptly after his request. We also sent an email confirmation regarding this refund to *** *************** can confirm that this issue has already been resolved. For your review, we have attached the relevant chat transcripts, call recording, and the email confirmation sent to *** ******** regarding the refund, demonstrating that the cancellation and refund were processed.
  At US Mobile LLC, we are committed to providing high-quality services and ensuring customer satisfaction. We value *** ********** business and are pleased that this matter has been resolved. We appreciate the opportunity to address this complaint and thank the Better Business Bureau for facilitating this process.
  Sincerely,
  **** ****
  ****** ******* ********** *******
  ** ******
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  Hi US Mobile Support,I'm writing to request a resolution regarding the ****** Pixel 9 promo that was offered on July 4, 2025.I was actively online at 8:00 AM PST when the promotion went live, with the intent to purchase the Pixel 9 for $249 as advertised. Despite refreshing repeatedly, the product page remained inaccessible due to what appeared to be heavy traffic and website instability. It wasn't until around 8:40 AM PST that I was finally able to add the phone to my cart and begin the checkout process.I successfully selected a plan and submitted my payment information. However, due to multiple failed attempts triggered by your website's performance issues, my credit card was flagged for fraud. This ultimately prevented me from completing the transaction despite my best efforts and despite stock supposedly still being available.I missed out on a highly anticipated deal not due to my own error, but due to the website's inability to handle traffic and process transactions reliably. I respectfully request the following:The opportunity to purchase the ****** Pixel 9 at the $249 promotional price.A credit or discount toward my US Mobile service in recognition of the time lost and inconvenience experienced while attempting to complete this transaction.I appreciate your time and attention to this matter and hope US Mobile can make this right.

  Business Response

  Date: 07/07/2025

  This customer expressed frustration over being unable to complete their purchase during the July 4th Pixel 9 promotion despite being prepared and attempting to check out as soon as the offer went live. The primary concern stemmed from high demand and limited inventory, which sold out much faster than anticipated.

  While were unable to retroactively honor the $249 promo price due to stock exhaustion, we acknowledged the inconvenience and offered a goodwill gesture of $10 off for the next 5 monthly plan cycles (excluding annual, pooled, and multi-month plans). The response was framed with empathy, transparency, and a focus on restoring trust and customer confidence.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for your response. However, the $10 discount (and even the offered $50 credit) is wholly inadequate given the circumstances.
  I spent over 40 minutes dealing with repeated website crashes, only to have your system fail at checkout and trigger a fraud alert on my card all while trying to take advantage of a limited-time, heavily advertised promotion. This was not just a technical hiccup; it was a failed customer experience caused by your platform during a national promotional event.
  Offering $10 or $50 as compensation for wasted time, lost opportunity, and the frustration caused by poor infrastructure is frankly insulting. I am therefore requesting a $250 credit toward future service, which more accurately reflects the value of the lost promotion and the time I spent trying to resolve this issue.
  If this is not addressed within 5 business days, I will proceed with filing a formal FTC complaint for deceptive and unfair business practices, and I will submit a report to my state attorney general.
  I remain open to resolving this directly with your team, but I expect a fair and serious response.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service 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 purchased a pSIM card through US Mobile: Order # ********* on 6/12/2025. Prior to the purchase, I spoke with a customer service to verify that my phone is compatible with US Mobile's service. Upon receipt the pSIM card, I activated the service on 6/16/2025. The service is for calls, text messages and 2GB data. However, throughout the week there is delay in receiving the text messages and I do not have data service. I called US Mobile on on 6/22/2025 to complaint about the technical issues, they try to fix the problem but data still doesn't work. They told me my phone is not fully compatible with their service. This information was not disclosed to me. I requested to disconnect my service and requested a refund.

  Business Response

  Date: 06/27/2025

  We have carefully reviewed the customer's concerns and sincerely regret the experience they had while trying to get started with our service. We understand how important it is to have smooth connectivity, and we appreciate the opportunity to clarify the situation and offer a resolution.
  After reviewing the full history of communication, it appears that the customer was using a device that is partially compatible with our network. At the time of purchase, our team verified whether the phone supported eSIM functionality, as the customer specifically mentioned their preference for a SIM card and confirmed their phone was not eSIM compatible. Based on that information, a Light Speed pSIM card was shipped to them as a complimentary option.
  Unfortunately, while the phone was compatible with our Dark Star network, it was missing a critical band required for full functionality with Light Speed, which resulted in delays with messaging and lack of data access. The customer did not inquire about specific network compatibility, and the agent did not detect the band issue during the initial check.
  Once the customer contacted us about the issue, our technical team made every effort to troubleshoot and restore full service. When those attempts were unsuccessful, we initiated the process to disconnect the line and issue a refund. However, the customer got disconnected during the session, and the request could not be completed. Since then, the line has remained active and in use on our system.
  We would like to extend two options to the customer to resolve this matter:
  Complimentary Replacement SIM Card We can ship a free Dark Star SIM card (on our alternate network), which is compatible with a wider range of devices and may provide the service quality they were expecting.
  Full Refund Exception While the line has remained active, we are willing to make an exception and process a full refund instead of deducting for the usage.
  We truly want the customer to have a positive experience and are happy to proceed with whichever option they prefer. Please have them confirm their choice, and we will act on it promptly.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Please provide the full refund as I have previously stated in my complaint. Until a full refund is issued, this does not resolve my complaint.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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.

  INVOICE#: ********* I'd like a full refund, the agent i talked to via chat wouldn't give one, I had mentioned that I would file a complaint and then he had said he would give half of what the original purchase was. (Extremely shady business practices) Which I denied. He had also denied the me the right to speak to someone higher up.I'd like a full refund and I will not take this any further than it needs to go, thanks.

  Business Response

  Date: 07/07/2025

  The customer filed a complaint regarding a $35 refund (against order #*********). Wed like to clarify that a full refund of the original $35 charge was already issued after the services were canceled.
  The customer had requested an additional $5 as compensation for inconvenience, but since the total charge was $35, were unable to process any amount beyond the original payment.
  

• Initial Complaint

  Date:06/09/2025

  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.

  US Mobile failed to properly transfer my phone number between networks, leaving my line stuck in SOS-only mode and completely unusable. I cannot port the number out to another provider, and US Mobile has not provided a solution. They acknowledge the issue is with their porting partner (*******), but my line remains inactive.This issue has disrupted my ability to run my business, access essential services, and stay connected. Im requesting immediate action to either activate my number or allow it to be ported to another carrier. US Mobiles failure to resolve this violates consumer protection and *** portability standards.

  Business Response

  Date: 06/10/2025

  Hello BBB Complaint Department,
  
  Thank you for bringing this matter to our attention.
  
  At US Mobile, we treat every customer case with priority and care. We understand that number porting is a sensitive process involving coordination between multiple carriers and their respective porting partners. Typically, porting requests are completed within 2448 hours Upto 72 hours in case of escalations. In cases where delays occur, we make it a point to keep the customer informed and continue working diligently toward a resolution just like we did in the email screenshot which customer has shared.
  
  In this particular instance, we acknowledge that there was a delay in processing the port request. However, we can confirm that the number was successfully ported in, and the customer has since ported it out already. While we're sorry that we werent able to fully resolve their concerns during their time with us, we would still like to extend a goodwill gesture. If the customer choose to return to our network now or in the future, wed be happy to offer $10 off on our monthly Starter Plan with Autopay.
  
  We remain committed to improving our porting processes and communication to provide a smoother experience for all our users 24/7.
  
  Best,
  US Mobile Support. 

• Initial Complaint

  Date:05/14/2025

  Type:Order 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 happened in April 2025 free trial couldn't sign up for the full promotion of the $10 free multi line was told it would be multiple times that it would be included. May 2025 shows up and then they want $10 for the feature i was told was free. This was the whole point of me moving to them as a carrier. This company was dishonest from the start. I signed up for a free trial to check out the service and was offered free multi-line support with the premium plan. However, after the trial ended, I was hit with a $10 charge for a feature that was originally advertised as free. This was the main reason I signed up in the first place. It's a classic bait-and-switch. They change the plans with no transparency and no warning.

  Business Response

  Date: 05/15/2025

  Hello there,

  Thanks for taking the time to share your experience. I understand you've faced regarding the $10 charge for the multi-line feature after your free trial. We recognize how important transparency is, and I want to personally explain if the information you received did not clearly reflect how the feature would be billed after the trial period.

  Our intention with the free trial was to give customers a risk-free opportunity to explore our basic service, which didn't include features like multi-line. If you were led to believe this feature would remain free beyond the trial, I'd like to clarify that it was available for free with our premium plan during our beta phase till 1st of May, which was announced on our sub-reddit as well before making it a paid option:

  ********************************************************************************************************************************************************************************************************************************.

  Thanks again for bringing this to our attention. We'd appreciate it if you could keep an eye on our website, marketing emails, and social platform (especially Reddit) to stay updated with the releases and updates. We hope this clarifies everything, and we're open to hearing any response if you've.

  Best,

• Initial Complaint

  Date:04/24/2025

  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.

  This incompetent company was my cell carrier. Their service was horrible and there were days I didnt have service. Their hotspot never worked. Coverage was terrible. I tried to communicate with them for 5 hours to tell them I no longer wanted their service and wanted to keep my phone number. They would not allow it. They said the card they had been charging for over a year was not my credit card, they said my address was not my address. I turned off auto payment and deleted my credit card information from the app their customers are supposed to use and they said they already have my information and will continue to charge me. I told my credit card company to never give them any more money. I got a new phone and a new number and a new carrier on April 12, 2025. This was the day I was on the phone with US Mobile and they refused to stop billing me. They billed me again April 23 AND ***** GAVE THEM MORE MONEY THAT I TOLD THEM NOT TO DO. It should be illegal to hold someone hostage to their billing when the customer, who has no contract with them, tells them they are going with a different carrier and wants to end their service with US Mobile. This is outright fraudulent charging.

  Business Response

  Date: 05/09/2025

  We've reviewed the complaint and found that the customer experienced issues completing the verification process required to cancel their line. As a result, we were initially unable to process their cancellation request.
  
  However, we have since assisted the customer in turning off autopay to prevent any further charges and have issued a full refund for the April ******* Additionally, we have reached out to the customer via email offering assistance with porting out their number, should they still wish to do so.
  
  We believe this resolves the matter, and we remain available for any further support the customer may require.

• Initial Complaint

  Date:04/23/2025

  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.

  This company does not provide support when there is a problem Ieas told several times by serval people that my phone is fully compatible but none of the *** cards I was sent would work, and help desk would not or were not able to help get the card to work.Also the chat section doesnt even pay attention to the conversation they are having, and it showed by the *** asking me the same thing several times not even remembering the issue I called about

  Business Response

  Date: 05/08/2025

  The customer activated a line with us, but the service did not work, likely due to a device-related issue. Based on the information provided, our team confirmed that the customer's device appeared compatible with our network.
  
  Despite this, when the line did not function as expected, we assisted the customer with comprehensive troubleshooting and also shipped a replacement SIM card free of charge. Unfortunately, the issue persisted even with the new SIM card.
  
  At that point, we helped the customer cancel the service and processed a full refund. The refund was completed successfully.
  
  Regarding the customer's concern about support quality, we take this feedback seriously and are continuously working to improve the attentiveness and consistency of our customer service interactions.
  
  We believe the matter has been resolved in full and the customer has been refunded appropriately.

• Initial Complaint

  Date:10/19/2024

  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.

  I purchased a ******* Galaxy Watch 6 LTE on Oct 2, 2024 based on confirmation from Malik ******* *******, a US Mobile's representative that it would work with their network. The watch was guarantted to be compatible and that I could receive a refund if it didnt work within 7 days. Upon receipt, the watch did not sync as promised, but US Mobile is denying the refund, going back on their earlier commitment. This misrepresentation has caused financial loss and inconvenience, and I seek assistance in resolving this matter. I paid $164.07 for the watch via a 3rd party site.

  Business Response

  Date: 11/05/2024

  The customer initially contacted us to confirm if their Galaxy watch would be compatible with our service, and we advised that it should be. Following this information, the customer decided to purchase the watch from a third-party retailer. After activation, however, the customer experienced ongoing issues with the service on their watch. Despite several troubleshooting steps attempted by our team, unfortunately, the issue was not resolved.
  
  The customer has now requested a refund for the watch itself, which is not something we can provide, as the watch was purchased from an external seller and not through us. When we initially spoke with the customer, we explained that if their service did not work on the watch, we would be able to issue a refund for the plans access fee. It seems there may have been a misunderstanding, as the customer may have interpreted this as an offer to refund the watch purchase.
  
  To clarify, we have offered the customer a full refund of the $9.48 plan fee that was billed through us. We are currently awaiting the customers confirmation to proceed with the line cancellation. Once we receive their confirmation, we will promptly process the refund for the service fee on our end.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  US Mobile is still not honoring their committment to providing a refund for the watch I purchased. I have attached the Oct 2nd 2024 chat that clearly shows we are chatting about a ******* Galaxy Watch. At no point was the service line discussed and there is no reasonable person that would interpret this chat as a refund for the service line and not for the ******* Galaxy Watch we were chatting about.

   

  I've included the entire chat with US Mobile from Oct 2 2024, but I'd really like to point to  page 4 of the chat which shows at 8:37pm ************************ (US Mobile representative) states "It should work with our LIght Speed Network. In case if you face any service issues, you can reach out to us within first seven days and we'll give you the frefund for you order if we're unable to resolve your issue". 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/17/2024

  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.

  Here is a complaint regarding the double charge by US Mobile, where multiple attempts to resolve the issue failed, and I was unable to get my refund or locate my order.On October 9, I attempted to make a payment, but it was unsuccessful, and I did not receive any order confirmation email. The next day, I made the payment again and received only one order number, yet I was charged twice. Despite contacting customer service via phone and chat, I have not been able to complete the refund process.I request that the relevant authorities oversee this disorganized company and ensure that the refund is processed. Thank you.