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:03/25/2025

  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 am writing to formally complain about Ultra Mobiles customer service and technical failures, which have left me unable to activate a replacement SIM card or retrieve my account information to transfer my number. On date, I requested a replacement SIM card due to issues with my original device. During activation, Ultra Mobiles system demanded SMS verificationa catch-22 since my number was inactive and could not receive messages. I then attempted email verification but received no code despite repeated requests. After spending hours troubleshooting, I contacted customer support to request my account number and PIN for porting out my number. However, the Indian support team subjected me to endless verification questions (e.g., past transaction details, device IMEI numbers), which I could not provide due to the inactive account. Their inability to resolve this basic issue demonstrates a systemic failure in training and prioritization of customer needs. ********************* reliance on outsourced support teams appears to prioritize cost-cutting over service quality. Requiring SMS verification for SIM activation while the number is unusable is illogical and contradicts industry standards. Furthermore, withholding account details critical for porting violates FCC guidelines on number portability. If Ultra Mobile cannot maintain reliable infrastructure or competent support, it has no place operating in the **** market. Demands: Immediate provision of my account number and PIN via email. A formal apology for the time wasted and inadequate support. Assurance that such failures will not recur for other customers. This experience has eroded my trust in Ultra Mobile. If unresolved, I will escalate this matter to the *** and explore legal options. Sincerely,****

  

  Business Response

  Date: 03/31/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  As a new customer of ********************, I was excited to embrace your promise of affordable connectivity at just $10 per month for the 3GB plan over three months. This offer, clearly stated in your "Broadband Facts," wasn't presented as an introductory rate but as a consistent billing option. However, to my dismay, I found myself charged $16 monthly instead. This discrepancy has left me feeling deceived and ************* call to customer service on March 12, 2025, only added to my disappointment. Despite my clear explanation of the issue, the agents refused to correct this error or even escalate my complaint to senior staff. This lack of responsiveness is concerning; after all, quality service is crucial for customer loyalty. I urge ******************** to honor its commitment and rectify this billing mistake. Customers deserve transparency and reliability in their *********** an age where competition thrives on trust and satisfaction, honoring such promises can strengthen customer relationships. I respectfully ask that Ultra Mobile to make things right by adjusting my plan back to the promised $10 per month rate for the 3GB plan, paid every 3 months ongoing, not a promotional offer. Lets not allow miscommunication overshadow what could be a long-lasting relationship.Attached: Screen Shot proof PDF file Have a blessed day,

  

  Business Response

  Date: 03/17/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 03/17/2025

  Hello, we are awaiting a final resolution response. Thank you.

  

  Business Response

  Date: 03/25/2025

  Hello,
  In regards to this matter, we have confirmed that our support team provided the customer with a one time credit to allow them to renew the plan at the requested pricing as the posted information was incorrect and has been corrected.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:03/12/2025

  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.

  Purchased ********************** Kit - 12-month-plan from Ultra Mobile website, but had trouble activating the sim card. When I reached out to customer service, they said the card was bad and I had to purchase a replacement sim card ($9.95). I then asked if I could just transfer the 12-month-plan I had just purchased to the old sim card, but was told they could not transfer the new plan to the old sim card. Hoping for a refund, since the sim card was bad.

  

  Business Response

  Date: 03/16/2025

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 03/21/2025

   No reply, resolution or refund

  

  Business Response

  Date: 03/28/2025

  Hello,
  In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account. 
  For any questions, please contact us through live chat at ************************ or by calling our customer support number ************. We are available 7 days a week from 6 am to 6 pm PST.
  Thank you,
  Ultra Mobile
  
  
  
  

• Initial Complaint

  Date:02/19/2025

  Type:Billing 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 NEVER signed up with Ultra Mobile and they charged me $10.41 on February 15, 2025. I called their number and they said they would look into it. They took all of my information and told me that they would get back to me in a day. They didn't. Instead, two days later, they attempted to charge me ten more times! It was all the same amount of $10.41. Luckily my credit card company noticed it was fraud and stopped them from charging me but Ultra Mobile was able to charge me three times out of the eleven times. I know they tried eleven times because I was told by my credit card fraud department.The number I used was their number. I confirmed it was them. I had a number on my credit card charge and I went to their website and the number was the same. Now I am getting a new credit card and number and I have to spend hours contacting the companies that I have an auto withdraw with to give them the new number.

  

  Business Response

  Date: 02/25/2025

  Hello,

  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.

  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.

  
  Thank you,

  Mint Mobile

  
  

  Customer Answer

  Date: 02/25/2025

  I gave them the info they need a week ago. They called a day ago and asked me again for the 1st six and last 4 of the old credit card that has already been replaced by my bank. I destroyed the card. I don't think they are doing anything. They tried to bill me 11 times for the exact same amount of $10.41. I still have one charge from February 15th on my card. My credit card company stopped the other 10 charges from being reflected on my card. They have the info they need. The last four digits of the old card was 9750. That is all I remember right now but understand that I called them first to figure out what was going on when I saw the first charge. I gave them the 1 six and last 4 digits of the old card on that day. 2 days later they tried to bill that card 10 more times. They have all of the information they need.

  

  Business Response

  Date: 03/07/2025

  Hello,
  In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account. 
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:01/27/2025

  Type:Order 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 3-month plan from Ultra Mobile on 01/08/2025 for two devices: OnePlus and ****. Phone numbers for the Ultra Mobile plans are ************ and ************. Prior to purchase, I verified the compatibility of both devices on the ******************** website, which indicated that they were supported on their network. Despite the website confirmation, both devices lost network connectivity within a few days of service activation.When I contacted Ultra Mobile customer support, I was informed that my devices were incompatible with their network, contradicting the information provided on their website. I explained the discrepancy between the website information and the customer service representative's claim. I requested a full refund for the 3-month plan due to the incompatibility and the misleading information on their website. **************** representative, **** A, was unhelpful and dismissive. He repeatedly asked the same questions, seemingly to avoid resolving the issue and granting a refund. I believe **** A's behavior was unprofessional and demonstrated a lack of customer service skills.I request a full refund for the 3-month plan purchased on 01/08/2025. I request an apology and refund from Ultra Mobile for the misleading information on their website and the unprofessional behavior of customer service representative **** *. I request that Ultra Mobile review and update their website to accurately reflect device compatibility with their network and provide me a refund immediately.

  

  Business Response

  Date: 02/03/2025

  Hello,
  In regards to this matter, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account. 
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:01/17/2025

  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 have requested this matter to be review by a supervisor I consider myself a good customer of ********************** however today and this supervisor supposed to be call me back with an answer but at this time I have not received any call from a supposedly supervisor.I have requested a review of my case including phone calls recordings at the time I had called the ultra mobile customer service associate by the beginning of December last ******* I called because I had been making payments for my family plan service that includes three lines usually I called them every 5 months because I been paying this family plan every five months so I paid 15 credits 5 credits for each line It appears that the credits were not distributed to each line as they being doing every time that I being making the payments now they interrupted my line starting today so I have not phone ********** is very very frustrating due that I had being calling the customer service and every time I called them the customer service associate do not understand the problem. Every time that I called them I started explaining to the origin of the issue but nobody resolving the issue. As I said previously this something routinely that I being doing since I started being a customer of ******************** ********************** Family plus plan paying my service when the service expires every 5 months. This Why I requested if possible please to review my records (account) so please I request if possible this matter to be resolved as soon as possible if possible please refer this issue to a manager , ceo or higher person to resolve this problem.I am a senior disabled person and this is a very frustrating issue please help me to force them to review this case including with phone calls recordings.I really appreciate all your help Thank you Sincerely ***** ****

  

  Business Response

  Date: 01/21/2025

  Hello,

  In regards to this matter, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.

  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:12/13/2024

  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 am writing to file a complaint about Ultra Mobile's nondisclosure and unfair term.Account is for my husband **** ***, phone number ************.We both were with T-Mobile before, my husband made a decision to port to Ultra in 2021 as he didnt use his phone. The ***** plan provides 100 minutes of talk, 100 texts and 100MB 5G Data for $3 per month. He thinks this is the best way to keep his phone number.He recently decides to start using his phone. I purchased a good phone and a physical SIM card from Mint Mobile for his Thanksgiving gift. I called Ultra to get account number and transfer PIN, but these numbers didnt work when we tried to port via Mint Mobile App.I then called Ultra, they confirmed the account number and transfer PIN are correct, said its Mint *********************** issue. Then my nightmare starts! In the past 2 days, I used more than 6 hours to talk to Ultra Mobile, and conference with Mint ************************** I have answer.1.Because Mint, Ultra are all affiliated with T-Mobile, the PayGo plan cannot be transferred to Mint. Only *****! If I were with Ultra Monthly Plan, then I ********* I can give up my phone number, purchase a new number with monthly plan from Ultra then port to Mint; or transfer my number from Ultra PayGo to another carrier, a few months later, I will be able to port back to Mint. I cant change to monthly plan within Ultra because ***** is a Special plan.If I knew this situation, we wouldnt select Ultra to temperate hold this phone number. To give up this phone number is unfair. We have purchased Mints physical SIM and it needs to be activated within 45 days. I dont have time to transfer to a 3rd party carrier then come back to Mint.

  

  Business Response

  Date: 12/17/2024

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

  Customer Answer

  Date: 12/17/2024

  Hello Mint Mobile,

  Thank you for getting back to me via BBB. I have not received anything from either you or Ultra since 12/12 when I submitted the complaint.

  Please provide me a clear answer upon BBB's request.

  Thank you,

  ****** ***

  

  Business Response

  Date: 12/26/2024

  Hello,

  We have confirmed that phone numbers ************ and ************ are currently active with Mint Mobile.
  
  For fur assistance or support please contact us through live chat at ************************ or by calling our customer support number ************. We are available 7 days a week from 6 am to 6 pm PST. 
  Thank you,
  Ultra Mobile 
  
  

• Initial Complaint

  Date:12/12/2024

  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 bought an ultra mobile prepaid SIM card at a Best Buy store and put it in a cellphone. I went on ultra mobile website and purchased a monthly plan. I wanted to activate the phone plan with my existing landline phone number. So this means ultra mobile needs to port my phone number from my old service provider ************** I gave ultra mobile account number, owner name, service address with zip code, account PIN so that they can start the porting request. This started on November 26th. Today is December 12th and ultra mobile still did not send the porting request with correct information. Ooma kept rejecting the porting request due to wrong information. It appears to me that ultra mobile deliberately does not want to port my number. This is a very obvious attempt to not provide the service they are supposed to. Please help me to correct their outrageous behavior. I have called numerous times during the past two weeks. Every time the customer service person gets my porting information, and then they sent in wrong information. It's frustrating!!!!!!

  

  Business Response

  Date: 12/17/2024

  Hello,
  We are currently working with the customer to resolve this matter. We will keep the customer updated until a final resolution is found.
  For any questions, please contact us at 1************** (7 days a week from 5am-7pm PST), or the Fox Bot is available 24/7 at ****************************** or in the Mint Mobile App.
  Thank you,
  Mint Mobile
  
  

• Initial Complaint

  Date:11/14/2024

  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 having issues with ************* It has been an issue since I signed up. I could've even activate my service when I purchased it because it was ******* is currently down and not working again. There are national news stories about this.I have reached out multiple times. On 11/11, I spoke to ****** who refused to help or address why the service is down. It is still down on 11/14. I've reached out and spoke with ***** **** **********, Arvaind, ********, Sindhuja, ***** and now ***; all who refuse to help. Because Mint refuses to help with my non-working service that I already paid for, I reached out asking for the account number and pin number so I can switch to a better cell phone carrier. I would rather pay more money than deal with ******* customer service.*** refuses to provide the information needed to switch carriers. I asked for her employee ID number but she also refused to provide that as well.I can send copies of all my chat transcripts with mint's outsourced agents who aren't even in the same country as customers when I am on my home computer.

  

  Business Response

  Date: 11/15/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.  In order for us to provide the port out information the customer will need to provide information to the agents needed to validate the account for security purposes.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/15/2024

  This is a lie. They are not working with me. They refused to help with the service issues. Mint cannot tell me why I am not receiving calls.
  

  Because of this, I explained I needed the information to switch to a better carrier which they refuse to provide. 
  

  They also continue deleting my comments on ******* asking for help. 

  

  Business Response

  Date: 11/22/2024

  Hello,
  In regards to this matter, we had contacted the customer on 11/17/24 to process the refund and provide the port out information as requested.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/02/2024

  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.

  Long story short I reset my phone recently and accidentally deleted my eSIM. I log onto the app and try and request another, the 3rd ESIM request and it sends a verification code to the number Im trying to reinstall an eSIM for, if I cant receive the text it says to call customer service. Several DAYS LATERmultiple tickets submitted. At least told 5 different times someone was going to call back to verify my information and no one did YET. This company has the worst **************** on the planet. No one knows anything especially the supervisors. I just need my telephone number back. Im sick of tickets being submitted with no resolve or follow through. Im told the authentication department is backed up which I why it takes longer than 24 hours for a callback. Four tickets later,3 days & no call backs, no customer service, no telephone in use after just renewing my plan on the 19th. Release my phone number so I can be done with this horrible company. Ive attached screen shots from my account, emails from sign up and every email received as it relates to Ultra mobile account changes!!!!!

  

  Business Response

  Date: 11/08/2024

  Hello,
  In regards to this concern, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile