Complaints

This profile includes complaints for US Mobile LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  US Mobile LLC

  50 Main Street White Plains, NY 10606-1901

• 

  US Mobile LLC

  11 E 44th St Fl 2 New York, NY 10017-0066

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:08/13/2024

  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.

  ********* 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

  Date: 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

  Date:07/29/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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 Answer

  Date: 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

  Date:07/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  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

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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 Answer

  Date: 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

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 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 Answer

  Date: 03/22/2024

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

• Initial Complaint

  Date:02/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  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 Answer

  Date: 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

  Date:01/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Charged my credit card for $250 without my permission for an unlimited plan when i asked for a $6 monthly light use plan.

  Customer Answer

  Date: 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

  Date:01/19/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 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

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought phone but battery was not holding charge anymore after 4 months they told me they could not replace or have it repaired