Telecommunications
US Mobile LLCThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
When I first began service with US Mobile in August of 2022 my billing cycle date was the 18th to the 17th of the month. It has been steadily changing by 1 day almost every month and since July of 2023 my billing cycle has been ending a day earlier every month and they have been deducting my monthly charge by autopay earlier every month 2 days before the due date to the point where now, in ******* 2024 my billing cycle is from 1/10/24 to 2/9/24 and they are deducting my payment on 2/7/24. I have been with several companies in the last 22 years either due to a company being bought out or changing service (only 3 times) and I have NEVER had a service change my billing cycle earlier every month. Sometimes the billing cycle will change with when it goes from a ***** day month but it always goes back. Pretty soon I'll be paying twice in 1 month. Every time I complain I get some lame excuse that the plans are valid for 30 days and ******* is 31 days blah blah blah and auto pay is charged 2 days before the line "expires." My line should not be "expiring" each month. It should be a billing cycle that goes from 1 day of the month to the previous day of the next month, i.e the 14th to the 13th. I have never had this experience with any other service I have been with and it either needs to be fixed or I will find another service.Customer response
03/03/2024
At this time, I have been contacted directly by US Mobile LLC regarding complaint ID ********, however my complaint has NOT been resolved the way I wanted because they have not agreed to make my billing cycle dates the same every month but they did offer me a $10 credit.
[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
01/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Charged my credit card for $250 without my permission for an unlimited plan when i asked for a $6 monthly light use plan.Customer response
02/22/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding US Mobile LLC has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***********************Initial Complaint
01/19/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I signed up for service. The promotion I signed up fro was 50 days free service, but it switched me to 30 days. I asked their support they said they no longer offered the 50 days, and I pointed out it's still in their live ****** advertising. Including the ad and the chat conversations. Thanks!.Initial Complaint
01/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought phone but battery was not holding charge anymore after 4 months they told me they could not replace or have it repairedInitial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This company advertises a $100 for signing up for a free trial but further digging shows you get $50 after 1 year of consecutive payments and another $50 if you add another line? How is that legal? Second to get the free trial you have to transfer your number. I paid to have my number transferred and now this company says 1) its a landline(lie) 2)it takes ***** hours(lie) 3)they havent heard back from the carrier (lie) 4) They heard from the carrier but they said it wont be done until 2 days from now(lie). I confirmed with 2 representatives from my previous carrier it was released within 5 mins of requesting. I will not be waiting 2 days for this company to give me another run around. Either fix it or expect negative reviews on all social sites and outlets. People expect a company to be upfront and honest especially in todays climate.Initial Complaint
10/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I exploded with IS mobile after they lied to me. The app will not allow me to remove the card from autopay, which is how their instructions advise to cancel the line. Do not dare continue the porting process. These people are absolutely horrible.Initial Complaint
09/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Cellular provider over charged data starting on 19sep2023. Currently iphone cell data tracking reset at start of billing cycle (05sep) shows only 2.3 Gb usage while US Mobile app and website now wrongly report 4.1 Gb usage. Prior to 19sep, US Mobile reported correct usage, but whether intentional or not added fake charge of almost 2 Gb on 19sep. Prior to this month, no known fake charges by US Mobile.Customer response
10/16/2023
Better Business Bureau:
At this time, I have not been contacted by US Mobile LLC regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
09/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Every month US.Mobile has been changing my payment dates too soon, it doesn't matter what day my payment fall-on I was suppose to pay on that day, in which I was doing in the beginning. I choose the 27 of each month because I'm paid on the 4th wednesday of each month and that comes between the 25 and the 28 of month. I'm paid through SSA. I have had to call every month and let them know that. They always tried to draft my card two to three days early, Days that my payment hasn't been put on my payment card. When this happen I have to lock my card down keep them from taking money too soon, They wants my payment to be on auto pay. I know when my payment is due and I can post my own payment when its available and on the day its due. US Mobile don't want that. They want access to my card when they get ready, and I'm doing that, because when they draft two- three days early my already paid days are lost/taken. my payment suppose to starts on the day I setup when I open my prepaid account with **********************. And I'm never reimburse for the days that's was previously paid.Customer response
10/14/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding US Mobile LLC has been resolved.(By clicking "OK", your complaint will be closed as **************************************************************** never really responded about how they was billing me, they did offer me $5.00 off my next three bills if i change my plan. I move my service to another company. I'm very happy with now.
Sincerely,
***********************Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying to get my esim set up for over 24 hours with tech support. I keep getting different messages from their team and just want my phone number to work. Im now trying to switch carriers and even that is a PITA. Switching is not easy, simple, or quick.Customer response
09/26/2023
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
08/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have had (3) loss of service experiences with US Mobile over the past few years, and the most recent (8/24/23) resulted in this complaint filing. I lost full cellular and data service on 8/24/23. As of the close of business on 8/25/23, I have only been able to regain cellular service and still have no internet/data service. I spent the majority of the afternoon on an internet chat with a representative, who was unable to resolve the issue. Adding to the frustration, the representative was unwilling to escalate the issue until hours later, and even then, it was stated that someone would contact me later via email. I asked if the matter would be escalated by the close of business (ET), and was assured I would hear from someone, and this never happened. I am requesting US Mobile resolve this issue and refund me the $15/days of service lost. Thank you in advance-any assistance is appreciated, thanks.
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Customer Complaints Summary
70 total complaints in the last 3 years.
23 complaints closed in the last 12 months.
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