Complaints

• Initial Complaint

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident happens every couple of months I changed my password on my account to prevent hacking although they will not allow me to change my email address without calling them ********************* 55 and *********** well yesterday I changed my password got locked out the account and after 2 hours on the phone and a chat online trying to get them to reset my account so I could put a new password in they told me too many attempts have been made the log in and do that so they're not pretty much really going to help me so I'm going to ****** of them two years I'm tired of them they're not really a US based company their own by a pakistanian who doesn't embrace the values of American transparency I'm just not going to deal with them anymore so I'm going to go to a different cell phone company as a result I'm going to have to purchase a whole new plan a whole new phone and I want my $25 back from the last month's worth of service because they've done nothing but be a very big pain in the rear end

  Business response

  10/30/2024

  Hey ******,
  
  We understand your concerns, and wed like to clarify the recent interactions regarding your account.
  Our records indicate that you canceled your services with us on 2022-11-28. Since then, we havent received any requests for login assistance or email changes until recently. On 2024-10-22, you requested an e*** activation, but unfortunately, your device was not compatible. We communicated this via email on 2024-10-23. You then requested a complimentary *** card, which was processed and shipped (order #*********).
  
  On 2024-10-30, you reached out again to activate the line with the *** card, and the agent advised that we would need to submit a new request to activate service. Additionally, your **** activation request was canceled, and a refund was processed, which should reflect on your card shortly. Ive attached a screenshot confirming this refund for your convenience.
  
  Regarding your concern about our companys background, US Mobile is a US-based company. Our team is globally diverse, ensuring our customers have 24/7 support access.
  
  Please dont hesitate to reach out if theres anything else we can clarify or assist you with.
  
  Best,

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have cellphone service through Us Mobile. Every month there's an issue with this company. This month they chnaged toba supposedly different network. And all of a sudden my data usage has flown thru the roof. It went from 55 or less to a full 87.5GB used. To use that much data in a day I would never sleep. Not sure what scam they're playing i dont play. I have even used

  Business response

  08/15/2024

  Hi there!
  
  Customer reached out to us and complained that they didn't use the data and hotspot. However, we checked the customers data usage and hotspot usage and confirmed it was exceeded. Additionally, the customer was abusive. We offered a $5 service credit and the renewal of the plan.
  
  Best,  ****** * ** ******

  Customer response

  08/15/2024

  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:

  If they follow through on what they stated the credit and plan renewal i will accept. I need to be notified once its done

   

   

   

   

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

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* chats do not work. When sending a message from iOS to a group chat including iOS/Android, the messages will be sent as individual messages to each participant, and similarly received in the same way. Their support keeps banking on RCS on iOS 18 to be the fix, and are refusing to fix any details about the fix. There's also the daily issue of having to enable/disable Airplane mode for a lot of users including myself in order to actually get data working.There's also the issue of the US Mobile support team going on a banning spree against those who were critical of them on Reddit. They officially offer Reddit as a support option, and banning customers is preventing them from receiving support. Their official chat is useless and many times can't solve issues unless directed by their Reddit staff, so being banned from Reddit directly prevents me from getting support. I've tried to reach out to /u/S_Saad, the one who banned all of us, and he's ignored me since July 21st. Interestingly enough, my first FCC complaint was replied to around July 28th, so I personally feel as though I'm being retaliated against for my complaint I made.

  Business response

  08/13/2024

  The customer reached out to us on Reddit regarding an issue with using group messaging on their iPhone. We informed them that this issue should be resolved with the release of iOS 18, which is expected to include a fix. Additionally, we shared their concern with our team and suggested solutions, such as transferring their line number to one of our other networkseither the ************** network or the Light Speed (********) network to address the issue until a fix implemented.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  they advertise cheap landline service but you only need to buy a base for *****, as a listed service is CALLER ID once i got the device and there was no caller ID, i reached out to them and they said, oh, for caller ID you need a base costing ****** when questioned why they advertise caller ID for the cheaper base they said that is for outgoing calls, which is basically a scam since caller ID means that this line will show you who is ;;ca;lling;;

  Business response

  07/29/2024

  When the customer inquired about the caller ID, we explained that our caller ID service is only for outgoing calls, not incoming calls. He insisted on having an incoming caller ID because it is being advertised. We offered a resolution: he can return the existing base to us, and once we receive it, we will refund the $89.99 he paid. He can then order our new home phone base for $110 on which the incoming caller ID should work. However, he is insisting on getting the new base for free or at the old base price of $89.99, which is not possible for us. We informed him that the incoming caller ID can work on the previous device, but there may be issues. If he prefers, we can escalate the case for an in-depth review and resolution.
  
  

  Customer response

  07/29/2024

  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:

  [Your Answer Here]

   caller ID - means for incoming calls, 

   

  their offer to buy a more expensive item is not a resolution - and by them saying not ''possible'' that means ''we just dont want'' 

  i was told there is no caller ID - now that are finally saying there is caller ID but might have issues - so lets see if they actually have caller ID 

   

   

   

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

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

  Business response

  07/30/2024

  Summary:
  
  Incoming caller ID issue on the old home phone device: We don't support incoming caller ID on the home phone. We've asked the customer to return the old home phone device, and once received, the relevant department will refund the amount for the old device. In the meantime, we asked the customer to purchase the new Atel home phone device as it supports both incoming and outgoing caller ID. However, we have escalated the customer's request.
  
  
  
  
  

  Customer response

  07/30/2024

  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:

  they clearly advertise ''caller ID'' but are now saying this is not supported....SCAM 

   

   

   

   

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

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

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yes they take my porting in number and not trying to activate it with a eSIM they was forced me to use a temporary number to keep me for from using my porting in number all I was getting nothing but lies they tell me it was ready to use and has me waiting for 2-4 days just to activate my porting in number they told me my porting number was ready to use but the eSIM they provided wasnt no good

  Customer response

  07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We recently switched our cell phone service to US Mobile and paid for a full year in advance for "Unlimited Talk and Text" on our plan. We have had it a few months and are not able to send or receive texts, basic texts, or photos without Data turned on. The plan only has 1gb Data, so having to turn it on to send texts eats up the Data and then we can no longer use texts, it is not in fact "Unlimited" as claimed by the company while signing up for the plan. When discussing with the customer service, they said that there was nothing they could do and confirmed that data had to be turned on in order to receive texts and that they would only give us a $32 gift card (then $42). He confirmed that we did not receive the service we paid for (Unlimited Text) but still said they couldn't refund us per their policy. When I asked for a copy of the refund policy, he sent me a screenshot where none of the exclusions applied to our situation. I asked him to explain how it applies and he could not, he just said "sorry for the inconvenience. $42 is the best we can do." He then said mms services only work on data and I asked him to show me where it states that in the "unlimited" plan that we purchased and he could not. We paid $72 for a full year for a service we did not receive, and now we are having to cancel and switch back to our old service they still will not refund us our money, even though prior to our purchase, a refund is guaranteed in a situation like this. This is a scam company scamming people out of their money.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I fully met the conditions for referring a family member when the family member paid for $50 of service, but US Mobile did not automatically issue the referral bonus. In the meantime, the family member had poor service and ported out. Due to this, US Mobile is denying paying out the referral bonus because the family member ported out, even though US Mobile is the one that DELAYED automatically issuing the referral bonus.

  Customer response

  04/29/2024

  At this time, I have been contacted directly by US Mobile LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

  Company refuses to honor its referral bonus because THEY purposely delayed paying out a referral bonus and by the time I manually contacted them, the referee already ported out. 

   

   

   

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

  Sincerely,

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received email communication just on Feb 26, 2024 from US Mobile "Your line will expire by Feb 28, 2024 unless issues with your card are resolved." I tried calling *611, which had unbareably long hold times, and the chat agents disconnected the chat 4 times. Your system has not been working to allow me to update my payment method. Without providing adequate support to update the payment method, US Mobile is threatening non-******** leaving the customer stranded. This is expressly prohibited per FCC's ruling: "FCC rules help to prevent telephone companies from abruptly discontinuing, reducing, or impairing...telecommunications service without proper notice, for any reason including bankruptcy. The discontinuance rules, which also apply to interconnected Voice-over Internet ******** ****** ******** are designed to protect you from an abrupt change or termination of service and to allow you time to arrange for service with another provider."

  Customer response

  03/22/2024

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

*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. ↩