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Business Profile

Mobile Phone Service

Gen Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Product Issues
    Status:
    Answered
    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 phone and service from *** mobile on April 18 it is now March 5 I have not received my phone I have not received my service and they hold onto my money Ive tried to get a refund they will not refund me they just keep saying they will transfer me to someone higher up I never get transferred I never get a follow up email they just will not refund me and they wont give me what I paid for which is a phone and service Ive never been through something so complicated in my life having to do with something that I purchased the people online are not American you can barely understand them and when I ask them to repeat they start getting an attitude they just wont give me a refund or what I paid for

    Business Response

    Date: 06/02/2025

    Thank you for bringing this issue to our attention. Based on our records, you applied for the Lifeline program with Gen Mobile on April 18, 2025 and purchased an upgraded device.Unfortunately, your order could not be fulfilled due to a technical issue. A full reimbursement was issued on May 15, 2025. We apologize for any inconvenience.

    If you have further questions or concerns, please do not hesitate to contact Gen Mobile at *************.

  • Initial Complaint

    Date:04/30/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 wanted to report a software bug in the phone service providers app. My device is the *** A23 PLUS. The service works well and no complaints other than I am looking to inform Gen Mobile about a bug in their app.

    Business Response

    Date: 05/22/2025

    Thank you for bringing this issue to our attention. 

    We investigated the behavior you reported, and determined that the issue is not caused by a bug in the app. Instead, it appears to be related to the developer settings likely enabled on your device, specifically, the *** Debugging option.

    To resolve the issue, please follow the troubleshooting steps provided to you via email on May 15, 2025. Once this setting is disabled, the issue should no longer occur.

    Thank you for being a valued Gen Mobile customer. If the problem persists after making this change, or if you have further questions or concerns, please do not hesitate to contact Gen Mobile at **************.

    Customer Answer

    Date: 05/25/2025

     
    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:02/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 5 2025 I paid this company about $33 to try to start cell phone service. This was a plan of $10 a month for three months. As of Feb 28, 2025 I have not received a sim card. I just called them and was told over and over that they would be willing to give me the tracking number and they claimed that the sim card had been delivered on Feb 17. On Feb 20th, I received an email from them stating that the sim card had been shipped, three days after they said it was delivered. I told them that I did not get any sim card, it was not delivered and the guy just kept repeating over and over that they could give me the shipping number so I could contact the shipper. That would be a complete waste of time because if the shipper delivered it and they delivered it to the wrong address and it is gone then calling the shipper to make a claim would be pointless. I told them that I do not have a sim card then they need to send out another sim card. He refused and I told him I wanted a refund because I cannot use the service without a sim card and he refused and just kept insisting that I waste my time contacting the shipper. He is the one that sent out the sim card, if it was sent out, and he should be contacting the shipper. If it was sent out, it is gone now and I paid my money to use a service it is now impossible to use and they refuse to send out another sim card. So now they get to keep my money and I get nothing out of it. The least they could do is refund my money since they did not provide a sim card. I have no control over what shippers do and if I contact the shipper they will just tell me that the package was delivered when it wasn't. I cannot prove that they did not deliver it.

    Business Response

    Date: 03/28/2025

    Thank you for bringing this issue to our attention. According to our records, you purchased a Gen Mobile pre-paid plan. Unfortunately, there was an issue with the activation. We apologize for any inconvenience. We have issued a refund of $33.77 to the original method of payment. 

    Customer Answer

    Date: 03/31/2025

     
    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:02/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    2-26-2025 **** E ******* ****************************************************************** ************* Gen Mobile ************************************************ Demand for $5,000 for Invasion of Privacy Negligence Dear Gen Mobile I am writing to formally demand that you take action to rectify the situation arising from an employee that is working for Gen mobile intentionally or negligently gave my phone number to some individuals that I didn't give my consent for them to have my phone number after me purchasing a Blu cell phone as this could constitute a violation of my privacy and potentially be considered a form of negligence depending on circumstances and local laws. On 02-14-2025 I purchased a cell phone from Gen Mobile then I found out that the employee from Gen mobile gave my phone number to someone that shouldn't have had my phone number and they used my phone number to hack into my cell phone and began invading my *********** these individuals are tracking down my location and they are able to see all the activity that I am doing on my cell phone they are also able to see my text messages and they are stealing my all of my files that are saved on my PDF Reader files. That's a violation of my constitutional rights by having my privacy invaded.

    Business Response

    Date: 03/28/2025

    Thank you for bringing this matter to our attention. Gen Mobile takes your privacy seriously and is committed to protecting your information. Based on the details you provided, it appears that this may be a scam attempt unrelated to Gen Mobile or your enrollment. Scammers sometimes call phone numbers seeking to deceive people into giving them money. To help prevent further harassment by the scammer who called you, we have replaced your SIM card and changed your phone number. You acknowledged this resolution.

    Please consider changing the passwords on your accounts, monitoring your accounts for any unusual activity, and/or installing security software on your device.

    Thank you for being a valued Gen Mobile customer. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  • Initial Complaint

    Date:02/24/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Item received damaged. I reported and sent back . Attached is tracking. They verified receipt and say they issued refund but was never received

    Business Response

    Date: 03/11/2025

    Thank you for bringing this issue to our attention. We sincerely apologize for the delay. We have issued a refund of $54.44 to the original method of payment. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Trying to port my number out to them I'm waiting for Gen Mobile to releasing my number to Boost Mobile for about 3 weeks, have made at least half a dozen calls to the support lines and all they are saying we escalate the case to our manager, they refuse to release my phone number . I have the correct account number and the correct pin number.

    Business Response

    Date: 03/11/2025

    Based on our records, we provided you with the information to port out your phone number on January 15, 2025.  Your phone number was ported out at your request on February 21, 2025. 
    If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The company is my mobile provider. I have an unlimited talk and text plan with 1 Gig of data. Four times my service was interrupted even though I paid it on their app. A *** explained that even though I paid for unlimited talk and text, no service is actually unlimited. And if certain talk or text limits are passed I have to call to have the service restored. This is false advertisement. No other company does this.

    Business Response

    Date: 12/20/2024

    Dear Ms. ********************* you for being a valued customer.

    While your plan is unlimited, certain types of usage can affect the overall network performance and may trigger account review. To maintain a fair and optimal experience for all of our customers, ******************** implements measures to review and manage network traffic. As outlined in our Terms and Conditions, which you agreed to by using our service, unlimited plans do not cover unreasonable or non-commercial use. This includes any other use that disproportionately impacts the networks capacity. Your account was reviewed and your voice services were reinstated per your request. For more information, please refer to the full Terms and Conditions available on our website.

    We would be happy to assist you in understanding your usage and identifying opportunities to optimize your mobile consumption. If you have further questions or concerns,please do not hesitate to contact Gen Mobile at **************.

    Customer Answer

    Date: 12/30/2024

     
    Complaint: 22610339

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:11/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought an unlimited monthly service plan from Gen Mobile on 11/21/2024 and as of today 11/24/2024 there is no service my calls or texts do not go through. This is the worst service I have ever encountered and it has only been three day.

    Business Response

    Date: 12/20/2024

    Our records show that you contacted Gen Mobile on November 25, 2024 to report issues with your service. After successfully troubleshooting your device, you confirmed that your services were restored.

    We have made several attempts to contact you, but unfortunately,we were unable to reach you. We noticed that your data was depleted, and as a courtesy, we recently credited your account with a complimentary data top-up. If you are interested in upgrading your plan to one that better meets your needs,please contact Gen Mobile at **************.

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 called on wensday 16 of October my phone s calls weren't coming in or going out. Apparently some one changed me to true connect so I was told go call trueconne t to drop me and put me back on genmoble. So they did ten i had to call life line to see if my line was active yes it is. Then the agent at genmoble said they were working on my servic s I had to wait 24nrs I did anf nothing for 4 d days they gave gave me the run around I a mean disabled needing my phone then today they tell *** ** to publish a y for my service. They h a ve people working that dnt know how to do there job I am very upset and they shouldn't be working there s if they don't know how to do there job right so know I have no phone and I'm a dis a bled 54 yr old woman with no phone because g s m mobile lied and gv me nothing but lies for 4 days,

    Business Response

    Date: 12/06/2024

    According to our records, on October 16, 2024, we received your application for the California LifeLine program. Unfortunately, your enrollment could not be completed due to a technical issue, which has since been resolved.  On October 24, 2024, we received a notification from the California LifeLine Administrator indicating that you requested to transfer your benefit to another service provider and your account with ******************** was closed. We apologize for any inconvenience.

    If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

  • Initial Complaint

    Date:10/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ********** is advertising that they have unlimited talk and text and a limited amount of data per month for purchasing the plan. But whenever I run out of data, I am not able to send or receive text messages at all. I have complained to the company on multiple occasions where I ended up having to buy more data just in order to receive text messages and send them. Its false advertising doctor saying that I can send and receive unlimited text messages but halfway through the month they require me to purchase more data which is Internet essentially just to get text messages. Ive called them at least six times about the issue and Ive been hung up on twice.

    Business Response

    Date: 11/08/2024

    According to our records, you purchased an unlimited talk, text and data plan. On three (3) separate occasions, you purchased additional data. Because your plan already includes unlimited data, Gen Mobile has processed a refund of those purchases to the method of payment used.

    Based on our internal review, we are unable to detect any issues with your service. So that we can further assist you, please contact us at ************** or visit our website at ******************************************************* to chat with an agent. ************* is available everyday from ****** to ****** PST.

Gen Mobile is NOT a BBB Accredited Business.

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