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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:05/22/2023

    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.
    I ordered a free ***** phone and service.they provided tracking number,says it was delivered but wasnt.ive sent a few emails to them about this abd still no response.

    Business Response

    Date: 07/18/2023

    Gen Mobile has conducted an investigation into this matter and has obtained the Proof of Delivery showing that delivery was completed on April 28, 2023. Further, the phone and mobile service associated with the tracking number seem to be in working order. If this delivery is still an issue, please contact Gen Mobile at **************. Otherwise, Gen Mobile considers this matter closed.

  • Initial Complaint

    Date:03/27/2023

    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.
    March 13th I requested a new sim card was told it would take 3-5 days to receive it, I called a few days later to confirm shipping address no confirmation on sim card was told it would be **** business days to get sim card. I called again on March 21st to change shipping address and was told it would be **** business days to get tracking number. I called back today March 24th which is the 10th business day and still no tracking number and was told there is a delay because I changed shipping address and was advised to contact them again on Monday the 27th to possibly have a tracking number. Gen mobile was supposed to have contacted me on the 10th day with shipping information and failed to contact me that there would be a delay. Each day I contacted Gen mobile I got a different answer and no resolution for my request of a new sim card. So now I'm waiting more time on a sim card and a phone I can't use without the sim card. I also wanted a refund for this phone and was told to contact the street vender that sold it to me. I live in a big city and it would be virtually impossible to contact this individual to receive a refund.

  • Initial Complaint

    Date:03/02/2023

    Type:Billing 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 was at a local market where there were people offering free government phones. Being disabled and on a low income I filled out a application, I was then charged $ ***** by their vendor. A free government phone shouldn't be charged if a person qualifies.

  • Initial Complaint

    Date:02/18/2023

    Type:Product 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 February 18th I received 3 emails from this company. One with a sign up and another confirmation finally one with a phone number. I did not sign up or request this service, I reached out to them to request a cancellation or suspension as someone used my email to sign up. I was repeated asked my ssn number and address. As this appeared to be a scam I refused and they refused to help me. They are clearly refusing to assist without more information which I chose not to share. I had never used this service or joined what they offered. Im unaware if they have attempted to impact my credit or allow someone to register for a service in my name.

    Business Response

    Date: 07/18/2023

    Gen Mobile contacted *************************. During the conversation, **************** email address was removed from Gen Mobiles system. Accordingly, Gen Mobile considers this matter closed. 

    Customer Answer

    Date: 07/19/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:01/26/2023

    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 purchased a new phone from Gen Mobile in the amount of $100.00 July 2022. They offered the public free phone and service to anyone who received assistance from the government. I applied and qualified for a free phone , however; was given the option to pay a one time fee of $100.00 and was told by there representative that I will Never have to pay for another device and/or service (lifetime warranty). I contact Gen Mobile on 1/26/2023 requesting a replacement phone because the device I purchased from them is defective. I spoke with a supervisor named ***** (ext.4273) and was told that he is unable to provide me with a new device due to it's 30 day warranty lapse. I explained that at the time of purchase, I was informed that I would have a lifetime warranty. And Mr. ***** said again, 1. He will not replace the device, 2. He will not refund me the money I was fraudulently charged because he isn't responsible for field employees of Gen Mobile. Because unlike an office employee of the company they know not who field employees are! Really? In so many words Gen Mobile basically provide anyone with their phones and access to their system in order to do background check and activation. Yet have no idea who these Gen Mobile reps are. This is fraud and a scam and they're covering up the employees identity in order to pursue this matter any further. I'd appreciate Gen Mobile refunding my $100.00 and a replacement phone which should have been Free from the beginning. Thank you so much for your assistance with this and all related matters. Mr. ******************************* ****************************

    Business Response

    Date: 12/06/2024

    According to our records, you contacted Gen Mobile on January 26, ********************************************************************* refund of your device. We informed you that although Gen Mobile has a return policy that allows customers to return defective devices to ******************** for a repair or replacement, your device was outside of the return window. We also notified you that Gen Mobile is unable to refund devices purchased directly from an agent.

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

  • Initial Complaint

    Date:01/10/2023

    Type:Customer Service 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.
    On 1/10/23 at 6:03pm, I called to add data to my plan and the customer rep asked for my number and had me to verify my name. After she pulled my account up she told me that there were 2 plans I can do. First was a 5 dollar plan for 1gb and the second was 10 dollars for 2gb. So I chose the 5 dollar plan and she asked me for my card #, cvv, and exp. date. She also inform me that with the fees it will be a total of $6.11, and I said ok. I provided the info and ask if this is one time transaction and she told me yes. As soon as I ended the call, I saw a the transaction for "Gen Mobile" of $6.11, but not even 60 seconds later I saw a $14.14 transaction to ************** Fac", a another transaction to "Tevisat" for $39.03. At that point I immediately locked my card. After I locked my card, a transaction to "Of" for $19.99, "Ginih Uth Fpo Ficopos Ba" for $44.81, ********** Ec Fac" for $21.10 twice, and "************ Ec" for $14.99 was declined because I locked my card and the customer service rep from ******************** either didn't have a clue or they sold my card info to criminals. As of right now the transactions that did go through are "pending" but I full investigation is in process. The problem that I have is, you can't be a loud to conduct business when your employees are stealing consumers' money, illegally! This is fraud, dishonest people who are stealing and representing this company is not tolerated. I will be starting a lawsuit and I'm sure I'm not the only one so this is a class action suit in the making. I'm just taking the first steps and reporting this to the BBB. I also have documents, call log, and bank documents to prove my complaint as well as all time frames to correspond.

    Business Response

    Date: 12/09/2024

    Thank you for bringing this issue to our attention. We only recently received your complaint. Please contact Gen Mobile directly so that we can address your concerns expeditiously.

    Gen Mobile takes claims of fraud and/or identity theft seriously and investigates all complaints. Upon review, appropriate action was taken. Please note that credit card fraud should be reported to the appropriate authorities and/or your credit card issuer.

    Gen Mobile is dedicated to continuously reviewing and improving its processes to protect its customers and their information. We will continue to monitor this matter and are willing to further assist you. If you have further questions or concerns, please do not hesitate to contact Gen Mobile at (833) 528- 1380.

  • Initial Complaint

    Date:01/06/2023

    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.
    Since Dec. 5th I returned a defective phone and I've been waiting for a replacement, but they keep telling me to call back because the warehouse is working on it. At the same time I've suggested for them to speak to aanager and they say they can't talk to anyone they just have to wait. In the meanwhile without a phone.

    Business Response

    Date: 12/06/2024

    According to our records, you contacted us on December 2, 2022 to report issues with your device and requested a phone replacement. On December 7, 2022 we received your phone, however, the phone was locked and we were unable to access your device. After you provided the passcode, we were able to inspect the phone and shipped a replacement to the address you provided. Our tracking records show that the replacement phone was delivered on or about February 15, 2023.

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

  • Initial Complaint

    Date:10/05/2022

    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.
    On August 2nd, 2022 I encountered a few guys in my local******** that offered phone services through Gen Mobile. They offered free phones as well as feature improved phone for an additional fee. I upgraded the phone option and paid the $103 fee to have enhanced quality. After I got home and decided to activate and transfer my current phone number to the new phone service, I contacted the customer service for assistance. The representative attempted to assist me, but when she sent the command to port the number the phone was immediately disconnected and has not begun working again. I have contacted customer service upwards of 30 times since, to no avail. No one has been able to rectify this matter. I have been told several times that the matter has been escalated and sent to the tech department, the supervisor ect. and not once have I received a call back. I would really like have the situation corrected, but I am also willing to just get a refund for the purchase if a solution cannot be met.

    Business Response

    Date: 12/06/2024

    According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile on August 2, 2022. The *** has since ended. On August 12, 2022, you contacted us requesting to port your phone number to Gen Mobile. Unfortunately, the port-in could not be completed due to a port block placed by your previous service provider. We advised you to contact your previous service provider to fix this issue.

    On August 13, 2022, you contacted us stating that you were experiencing issues with your service. We attempted to help you troubleshoot and then escalated your ticket so that we could continue to assist you. That same day, ************* called you back, but was unable to reach you.We did not receive further communication from you. On October 26, 2022, your account with ******************** was closed at your request.

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

    Customer Answer

    Date: 12/09/2024

     
    Complaint: 19055784

    I am rejecting this response because: This information is not true. I have since ported my number to another company and therfore am assured thag it was not blocked. This I believe is an excuse to not assume responsibility. I called in to you all before the complaint over 25 times and have since tried to have this matter resolve. I waisted money because although I paid for the phone I was never able to use the phone.or the service. My experiences with customer service was very unsuccessful because no one could troubleshoot the pro lem to find a solution, not even the supervisors. 

    Sincerely,

    ****** *****

    Business Response

    Date: 01/16/2025

    Dear Ms. ******************* you for sharing your concerns. Gen Mobile conducts a thorough investigation on all complaints based on our records and information provided by customers. ******************** strives to provide the best service possible,and we sincerely apologize for any frustration or inconvenience you experienced. Please know that the details of your experience may be shared to better serve our customers.

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

  • Initial Complaint

    Date:09/03/2022

    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.
    Signed up for service through Gen Mobile on August 11, 2022 that is threw the *** they created a label but they never actually sent out the phone ****** trying to contact them and no one seems like they want to contact me about this issue this has been going on for more than 21 days now

    Business Response

    Date: 11/21/2024

    According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile on August 10, 2022. The *** has since ended. On August 12, 2022, we shipped a phone and SIM card to the address you provided. We do not have a record that the package was returned to us as undeliverable. We also do not have a record that you contacted us regarding this issue.

    Gen Mobile is an authorized Lifeline provider in ********************* may submit an application through our website at **************************************************************** you apply through our website, please provide us with your enrollment number. We would be very happy to assist you.

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

Gen Mobile is NOT a BBB Accredited Business.

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