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:07/01/2024

  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.

  Shorten this literally by only 120 word! ONLY 120 WORDS "**Dont sign up with this company; they are complete trash! The rep from *************, *****, is rude, over-talks you, and hates Black women. Today is June 30, 2024. I signed up on December 5, 2022, intending to enroll in ACP and port my phone number ending in 7816. When I tried, none of the representatives knew how to handle something as simple as importing a phone number. They struggled for two weeks, so I switched to another company because they were clearly incompetent.Initially, they gave me ACP services with a phone number ending in 1124. I called ACP and told them I no longer wanted the benefit to go to Gen Mobile and requested it be applied to my ******* cable bill instead. ACP honored my request and applied the $30 credit to my cable bill monthly, and I have the emails to prove it. I asked ACP to first disconnect Gen Mobile, but I noticed a year later that the services from Gen Mobile were still on.On June 27th, the *** card stopped working. I called Gen Mobile, and they claimed the services were ported out on December 5, 2022, which is not true, as I've been using the services. For a whole year, the number 1124 was still active, so I used the services. In the past two days, my services stopped working. I asked who owns the phone number, and they all claimed they didnt know, saying they had to send it to the back office. Im convinced their back office is run by a bunch of five-year-olds! This company is trash, the reps are untrained, and how could they let an error like this happen? I went almost two years with free services without paying anything. Now that the *** card is dead, and I cant use the phone, I want to save the number. By law, they must provide me with the account number and transfer PIN, but they are refusing. ******************** is holding my phone number hostage!I recommend everyone avoid signing up with them! If youre having issues, file a complaint with your attorney general

  Business Response

  Date: 07/18/2024

  According to our records, ******************************* was a Gen Mobile Affordable Connectivity Program (ACP) customer and was assigned the phone number ending in 1124. On November 9, 2022, ******************** requested to port-in the phone number ending in 7816. Unfortunately, the port-in could not be completed due to a port block placed by Ms. ********* previous service provider. ************* advised ******************** to contact her previous service provider to fix this issue. Although the port-in request was submitted several times, the request was blocked each time. Then, on December 5, 2022, while the port-in request was pending, we received a notification from the government database indicating that ******************** requested to transfer her ACP benefit to another service provider. Ms. ********* ACP benefit was transferred as requested and the port-in request for the phone number ending in 7816 was canceled.

  On July 9, 2024, an Operations Manager reached out to ******************** and confirmed that her ACP benefit was transferred to another service provider on December 5, 2022. ******************** stated that although the benefit was transferred, she was still able to use Gen Mobiles services with the phone number ending in 1124. Based on our internal review, the phone number ending in 1124 stayed connected due to a technical issue, which has since been resolved. On June 30, 2024, the phone number ending in 1124 was successfully ported out at Ms. ********* request and her account with ******************** was closed. ******************** has acknowledged this resolution.

  Gen Mobile thanks ******************** for bringing this issue to our attention. We sincerely regret the situation ******************** experienced and apologize for any inconvenience.

• Initial Complaint

  Date:06/27/2024

  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 purchased a phone and service with Gen Mobile part of the services I already had and was informed that I needed to transfer current information after I received a new *** card. I get the *** card then call Gen Mobile and the customer service *** not only ignored my questions but quickly escalated to threats and stating that he would not give me his name or transfer me to someone that would speak with me or listen to my questions. He even stated that the I formation that their ***s gave was I correct.I ultimately want my service that I paid for Switched or, they did not even offer a refund. The *** tried to keep telling me that I filled out an online application even though I did everything with 2 actual ***resentatives in person and have the transaction in my bank statement. I applied and paid for everything beginning of June and July is about to begin and I still do not have the service I paid for.

  Business Response

  Date: 11/21/2024

  According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile on May 17, 2024. The *** has since ended. During your enrollment, you purchased an upgraded phone from the authorized independent agent. On May 24, 2024, you contacted us requesting to port your phone number to Gen Mobile. While the port-in request was pending,we received a notification from the government database indicating that you requested to transfer your benefit to another service provider. Your benefit was transferred and your account with ******************** was closed. On June 2, 2024,we informed you that we could not port in your phone number because your account was no longer connected.
  
  On June 15, 2024, you contacted us to request a refund. We notified you that Gen Mobile is unable to refund devices purchased directly from an agent. We advised you to request a refund from the agent.
  

  Gen Mobile is an authorized Lifeline provider in ********. You may submit an application through our website at *******************************************************************;If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen ************ style="font-size: 0.875rem;">Mobile at **************.

• Initial Complaint

  Date:06/04/2024

  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.

  Date of Transaction: 5/10/24 Amount paid: $81.12 Issues: (1) Lack of Transparency regarding cellular plan and the reassigning of mobile numbers; and (2) Issue with obtaining refund within 7 - 10 business days as promised. Explanation: I purchased a phone plan for my son, who lives with his mother. He and I used the phone to communicate as we live in different states. Unbeknownst to me, the prior plan I purchased expired. So, I went online and paid for three months. It is important to note that you need the Phone Number and PIN # to add funds. Once the funds were added, the phone still was not working. I called **************** and was told that because I failed to pay within two (2) weeks of the plan expiring they could not reactive the number. I requested a refund and was told it would take 7 to 10 days. That was twenty days ago. I called again and after being placed on hold 5 times and waiting 40 minutes, I spoke with a supervisor who again said it would take 7 to 10 days. This company seems disingenuous and I'd like my refund.

  Business Response

  Date: 11/21/2024

  According to our records, on June 3, 2024, Gen Mobile processed a refund in the amount of $81.12 to the method of payment used. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

• Initial Complaint

  Date:05/08/2024

  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.

  They false advertised they said they didn't have any free phones which they did and I had to pay for a phone upon that I paid for a service of $51.43 up unlimited talk and text which I have not gotten upon trying to talk with them I was hung up on wasn't provided a supervisor and I am not able to use any of the phones I purchase from them. I had to go and borrow a phone from someone to take care of my personal business which is not acceptable and not professional pool on their part I would like to have my money back and have nothing to do with *** mobile again

  Business Response

  Date: 06/05/2024

  We sincerely regret the issues you are experiencing with your device and apologize for any inconvenience.
  
  According to our records, you have contacted us to report issues with your phone, and we attempted to troubleshoot the phone each time. We do not have a record of a payment of $51.43. However, as a courtesy,Gen Mobile has refunded a total of $30.00 to the card on file.
  
  If you have questions or concerns regarding your current account, please do not hesitate to contact Gen Mobile at *************.

• Initial Complaint

  Date:03/13/2024

  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 received a government issued cell phone on January 24, 2024. It was under the lifeline government assistance. On February 23, 2024 because my hand held device wouldn't power up and can't access my voice mail. The representative made 2 separate tickets. I couldn't find a pen to write down the ticket numbers down. I had to call again to get the warehouse p.o box 1187, *******, Cal. *****. At this time the representative assured me a ticket number was issued but never gave me the ticket number when I got the warehouse mailing address, nor did anyone tell me that a ticket number must be on the package. Nobody told me I will be responsible for the package being shipped if no ticket was issued. On March 11, 2024, I contacted Gem Mobile customer service line and was told that there was no ticket made on the device and I was responsible for the device even though I shipped the cellphone to the warehouse before the 30 day warranty expired. The tracking number given by uses was #********************** was delivered to Gem Mobile post office box on February 26, 2024. A supervisor asked for the ticket number on the device and I didn't see in my notes that I was given a ticket number or I can't find the number. He then stated he doesn't see it was ever received at the po box but the tracking number listed above proves it was on February 26, 2024. I was further told their not responsible for the lost device but told it take 3 weeks to return the same device to me because they won't issue a new device even though it doesn't power up and can't access my voice mail. They admitted there was a ticket # for voice mail issue but no ticket was issued for the device repair. Why would I ship a device to their warehouse if no ticket was issued nor did anybody give me the ticket number only assured .e all I had to do is mail the device to their warehouse.

  Business Response

  Date: 03/29/2024

  Thank you for bringing this matter to our attention. Based on our records, we shipped the replacement device to the address on file on March 20, 2024. The Proof of Delivery shows the device was delivered on March 22, 2024. We hope that this resolution is satisfactory. If you have any other questions or concerns, please do not hesitate to contact Gen Mobile at **************. 
  

• Initial Complaint

  Date:03/13/2024

  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.

  Hello,In December of 2023 I qualified for and received a government sponsored cell phone plan from Gen Mobile. I paid $10 for the upgraded handset that they offered. The phone proved to be almost unusable immediately after accepting it. It would have service for a couple of minutes after powering it up then it would drop service. This happened each of many restarts of the phone. I called Gen Mobile about the problem, and they instructed me to mail the handset to them in ********** for warranty service. I paid $17+ to ship the handset to Gen Mobile early within the warranty period. It has now been 3 months since I sent the handset off to Gen Mobile but I yet to receive the replacement. My account with ******************** has been deactivated by Gen Mobile because of the minimum monthly device use policy. I have called Gen Mobile at least half a dozen times about the return of my device. Until my last call they would say they I would receive or hear something from them by the following Friday. The last time I called I was told that they sent a replacement device to me but the tracking stated that it was returned to sender somewhere in the course of shipment. A package never made it to me before it reversed direction. Gen Mobile wanted me to take down their tracking number and me to contact *** regarding the shipment. I refused because I know that *** will not share any information with anyone expect the shipper regarding package tracking. My last call to Gen Mobile was over a week ago and still nothing from them.Attached are pictures of the paid **** receipt for shipping of and package containing the faulty device that I returned to Gen Mobile.

  Business Response

  Date: 04/10/2024

  We are in receipt of the complaint you submitted to the Better Business Bureau on March 10,2024. According to our records, we shipped the replacement device to the address we had on file on February 12, 2024. On February 14, 2024, the package was returned to us with a note from *** indicating that you had moved.On April 2, 2024, we re-sent the replacement device to the new address you provided. We also mailed a new SIM card to you. You have confirmed receipt of both.
  

  We hope that this resolution is satisfactory and apologize for any inconvenience this has caused you.
  

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

• Initial Complaint

  Date:01/10/2024

  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 am a 78 year old women. I received a phone from this company via ***. I have called them 3 times to cancel my service. Each time I have to provide my personal information. I have no problem with that. What I do have a problem is with that to transfer my call to cancellation depart, I once again had to verify my name and number, after doing it two time before with the same ***. **** I asked what is going on, she told me that was her policy and that she wont transfer until I verify my info a third time. **** I pushed back on that and asked to speak to a Manager she told me she wont transfer me to anyone. **** I asked her name she would not give it to me. At that point I lost my calm and said some profanity which I am not proud off. I hanged up. Today I tried a third time to cancel my account and I was encountered with more BS. After I verify my intonation, I was transfer to cx ***** after waiting 40 mins. A *** asked me for the reason for **. I gave him my reason and the ** started again. He wanted to offer some other service. I informed him that I am not interested in anything else to please cancel. Then he proceeded to tell me that I need to verify the numbers I have called. I informed him the phone is new and that I have not made any call. He said that he cannot cancel my service until I can verify that information. I JUST WANT THIS SERVICES CANCELLED!!!!!

  Business Response

  Date: 11/08/2024

  According to our records, your account with ******************** was closed on January 22, 2024. Please note that for security purposes, Gen Mobile must verify a customers information in order to provide any account information.
  
  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

• Initial Complaint

  Date:11/21/2023

  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.

  October 2023, I was offer a government phone by a representative of Genmobile.To qualify he said all I had to do was pay him $110.dollars which I did,I qualify because I Live of Social Security. I could not use the phone with the number they gave me,because I kept getting a message I could not use the phone because the number they gave me belong to someone else. I call again and I explain to them the problem, they gave me another number, It kept happening. I call and ask if I could bring the number from Metro by T-Mobile.Because it could solve the problem with a number that belong to me for the past 3 years.They said that would work all I had to do was buy a SIM card I pay $20.00 dollars for it and the transfer pin #. I did everything they ask. I call them over and over when I give them the number they gave me they hang up on me, every time I tell them the number. I have try about 15 to 20 times for the pass 4 days, and nobody wants talk to **** also email them and nobody answers. I went back to MetrobyTmobile and they told me I lost my number because it belongs to another carrier.Genmobile has ruin my life. Iv'e lost my 3 year phone number and I have no service with my 3 years phone number.And I can not use the number they gave me because it belongs to someone else.

  Business Response

  Date: 02/09/2024

  According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile in person, with an authorized agent, twice on September 1, 2023. Your first application was rejected because we could not verify your eligibility through the National Verifier. Your second application expired because your information and/or eligibility also could not be verified. There is no active account bearing your information at Gen Mobile.
  

  In an attempt to resolve this complaint,  a Gen Mobile Operations Manager reached out to you via phone and email on January 11, ****. You stated that you do not want to receive further communication from Gen Mobile. Accordingly, Gen Mobile considers this matter closed.

  
  

• Initial Complaint

  Date:09/28/2023

  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.

  To whom it may concern. I applied for a cell phone with Gen Mobile on June 2023 with the enrollment ID number ******* and I didn't receive the phone. I called Gen mobile about the phone and the customer service rep told me that they haven't received the *** Supplemental Document Request Form. So, went back and reapplied another application with the enrollment ID number *******. Next, I call several times to get the status of my application and the respond that I received was that the haven't received *** Supplemental Document Request Form. So, I had the post office to track the form on 8/25/2023 and the lady at the post office told me that the form was delivered on 8/28/2023. The tracking number that I have on my receipt is **********************. Every time I call can't no one tell me anything about the phone. They hang the phone up to avoid my call. I think it's a racist thing because they know I'm black. If I was a white person they would have had a phone. Thank You!

  Business Response

  Date: 10/31/2023

  Gen Mobile has conducted an investigation into this matter. Per our records, we were not able to process the supplemental documents and/or we did not receive the supplemental documents before the submission deadline. As such, the applications associated with Enrollment ID numbers ******* and ******* have expired. If you would like to receive ACP service from Gen Mobile, you will need to re-apply. Gen Mobile will be more than happy to assist you with your application. Please contact Gen Mobile at ************** for assistance.
  

• Initial Complaint

  Date:08/01/2023

  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 didn't receive my check on the day I'm supposed to receive it

  Business Response

  Date: 08/25/2023

  Per our records, this customer has not made any refund requests. However, in an attempt to resolve this matter, Gen Mobile reached out to the customer at the phone and email provided. To date, no response has been received. If this complaint is still an issue, please contact Gen Mobile at **************. Otherwise, we consider this matter closed.