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Business Profile

Telecommunications

US Mobile LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

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

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US Mobile LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 66 total complaints in the last 3 years.
    • 20 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2022

      Type:Sales and Advertising 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 am ordering the USmobile starter kit early this year for the old Unlimited All plan ($25 for 3 lines including tax and streaming service). I am planning to transfer from Cricket to USmobile and also open two lines for my parents, so it will be good for 3 lines of Unlimited All plan. However due to COVID19 my parents cannot come to US until recently. In may 2022 USmobile remove the Old unlimited all plan. I called the representative he told me since I order starter kit before I could still use the old Unlimited All Plan when I am ready to use it. My parents is coming last month and I am planning to join US mobile, but I have been told I cannot join the old Unlimited All plan, but only the more expensive unlimited premium/basic plan. I would like US mobile to still allow me to join the legacy Unlimited All plan for three lines as I have been told in May 2022. Thank you!

      Customer Answer

      Date: 12/29/2022

      Better Business Bureau:

      At this time, I have not been contacted by US Mobile LLC regarding complaint ID ********.

      Sincerely,

      *******************
    • Initial Complaint

      Date:11/14/2022

      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.
      This company allowed someone to illegally port out my number without my permission. A hacker stole my identity and I have given them proof. My phone company ******* also backed me with this fraud. ******* emailed us mobile about my ownership to the phone number and provided documents of me having this number since 2008. I sent over police report to show my identity was stolen. I provided my birth certificate my moms identification card and mine because I know the hackers don't have my mom information because it wasn't in the save pictures of my backup files under my email and number. It has been a total of 5 days and us mobile haven't returned my number. This has allowed the hackers more time to do more fraudulent things. They opened two bank accounts in my name from Nordstrom and *********** ************* credit card. I'm also going to file a complaint with my carrier ******* because of their breach. The hackers have ordered two iphone 13 and also created online credit bureau accounts.in my name. I had to deal with the unlocking my freeze on my credit while I was locking the freeze back to prevent more fraud from happening. I started an online chat via their website and provide documents and was told the conversation would be emailed to me as proof. I haven't received this email. I spoke to *******.

      Customer Answer

      Date: 12/09/2022

      Better Business Bureau:

      At this time, I have not been contacted by US Mobile LLC regarding complaint ID ********.

      Sincerely,

      ******* ********
    • Initial Complaint

      Date:11/01/2022

      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.
      After porting into usmobile, they wrongfully disconnected the services and are not providing the port out information(account number and pin) Please have account number and pin for line ************ sent to *************************** sim card number ********************
    • Initial Complaint

      Date:10/05/2022

      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 am feeling very sad that I am FORCED to file a complaint, because US Mobile has been very reliable and until today, I didn't have complaints. However, when I get no response to emails and nobody answered the phone, it made me wonder if everyone in the company had died! I cannot accept being shown such total disregard.People who called me reported that my voice would suddenly be inaudible without warning during conversations. Calls would drop often. I thought it might be a problem with the phone, so I bought a new phone, only to discover that even with the new phone, exactly the same problems happen with it. I then thought it may be a network problem, so turning to my provider would be the answer. Silly me: I thought someone would respond to an email that explained the problem. No luck. Then I called. Nobody answered. This was the third company today who did exactly the same thing. I wondered what could possibly explain it. There is no logical explanation. Certainly, it makes no sense. Am I expecting something unreasonable? Call me a cranky old man and I'll agree, but do customers mean nothing anymore? Three companies snubbing customers on the same day? It's a legitimate expectation that I would get at least some civil service; I don't think I'm being unreasonable.
    • Initial Complaint

      Date:09/06/2022

      Type:Product 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.
      I was charged $39.98 for a month of service even though my line was ported out from them to another carrier. And they have yet to refund me my money for the plan. Ive contacted customer service several times but no help whatsoever.

      Customer Answer

      Date: 10/01/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding US-Mobile has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:08/09/2022

      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.
      US Mobile refuses to ***** me my port out information. Apparently, they have flagged my account as suspicious activity. I have been trying to contact ************************************* for a week and they have not responded to my request. I need help getting my port out information as it is my phone number, which I own. I no longer wish to do business with US Mobile. I seek delivery of my port out information.

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