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Business Profile

Cell Phone Supplies

Ultra Mobile
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

Customer Complaints Summary

  • 68 total complaints in the last 3 years.
  • 22 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:10/13/2024

    Type:Service or Repair 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.
    I signed up for a 3 month prepaid plan and was supposed to get the third month free but when I bought the plan it only showed 3 months so I called them and was told it would automatically tack on at the end. Now they are saying they have no record of anything and will not honor the promotion even though they are still currently offering it. Also if you are a customer you can not call and talk to an agent. And you can not even chat to them with the app. I had to use a third part program to call in and talk to a representative

    Business Response

    Date: 10/18/2024

    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

    Customer Answer

    Date: 10/20/2024

    I have not received any email, or voicemail. I did miss a call from them and when I tried to call back in the representative did not have a record of what I was talking about about. I honestly want nothing to do with this company anymore. Would it be possible to get a refund instead of a months service? 

     

    Thanks,

    ****

    Business Response

    Date: 10/29/2024

    Hello,
    We have resolved this issue and the account should reflect the updates.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 10/31/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has performed this action, they have applied a credit to my account and I consider this complaint resolved. Thank you very much for your help.

    Regards,

    ******* ****

     

  • Initial Complaint

    Date:10/10/2024

    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.
    I have been a loyal Ultra Mobile customer for over a year, using their eSIM on my previous iPhone (manufactured in the ***** without any issues. Recently, I switched to a new iPhone 16 that was bought in *****. Since switching, I am no longer able to use Ultra Mobiles eSIM service on my new phone, even though there should be no technical barriers preventing it. My Japanese eSIM works perfectly with my previous ****-made iPhone, so I expected the same from Ultra Mobile.I contacted Ultra Mobiles support team about this issue. Initially, they assured me they would work on a solution to make the eSIM compatible with my new phone. However, after waiting for three weeks without a response, I followed up, and this time, I was told that phones not manufactured in the **** would simply not be supported by their service.This is unacceptable, especially since eSIM technology should work across devices from different regions without issues. I am still being charged for the service, but I am unable to use it with my current phone. I believe Ultra Mobile should support international devices, especially in todays global market, where many consumers purchase phones from different regions.I am requesting Ultra Mobile to either:1.Ensure that their eSIM works with my new phone by providing technical support.2.Alternatively, send me a physical SIM card that will work with my new phone, as I am currently traveling abroad. I would need international delivery for this.

    Business Response

    Date: 10/17/2024

    Hello,
    In regards to this concern, we are reviewing this matter and will 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

    Customer Answer

    Date: 10/18/2024

    I was not contacted by the business. I expect to be contacted via email.

    Business Response

    Date: 10/28/2024

    Hello,
    In regards to this concern, we have sent emails to the customer on 10/23/24 and 10/24/24.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 10/31/2024

    The business has not provided a solution to my problem.

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair 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.
    To start with i lost my phone with my ultra simcard. I ordered another sim and received it but now I can't get into my account it appears the password doesn't work and i can't activate my replacement sim to access my account and reset my password. So i tried to call and went through their voice-mail menu several times and i couldn't get to speak to anyone. Then I tried the chat and that had no idea what i ********** I'm angry and now I want my account number and the pin so i can port this number to someone else.

    Business Response

    Date: 09/16/2024

    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

    Customer Answer

    Date: 09/16/2024

    i responded to 2 email sent to me from a *** and I heard nothing else from them! What else am I supposed to do?

    Business Response

    Date: 09/26/2024

    Hello,
    In regards to this concern, we are currently following up with the customer via email so we can provide a resolution.
    Thank you,
    Mint Mobile 

    Customer Answer

    Date: 10/03/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:09/11/2024

    Type:Service or Repair 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.
    I have twice tried to port my phone number from another carrier to Ultra Mobile. The first time they told me that since my sim card had been activated they could not port my number. They told me I had to order a replacement sim for $10. After I ordered the replacement sim I followed the activation instructions and again I was told I could not port in my number. But I had to order new service and pay again for service I have already paid for. So I have had to pay $10 for a replacement sim card that I was falsely told i needed. And I have been paying for service with two cell providers. I want the company to refund my $10 and send me a new sim card and port in my phone number or refund the $120 I paid for an annual plan plus the $5 international roaming credit that I was not able to use and the $10 for the replacement sim card.

    Business Response

    Date: 09/16/2024

    Hello,
    In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
    Thank you,
    Mint Mobile

    Customer Answer

    Date: 09/16/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:08/15/2024

    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.
    My SIM card broke and then got lost. I purchased a new SIM and called the company (ultra mobile) to request my number to be transferred to the new SIM. It's been over a week and I have spent many wasted hours being transferred from one department to the next and got multiple FALSE promises to recieve a call back from the company to resolve the issue. The company refuses to transfer my phone number to the new SIM CARD. Additionally I am paying for cell phone service that I am not able to use since the new SIM is useless when I don't have service.

    Business Response

    Date: 08/21/2024

    Hello,
    We have resolved this issue and the account should reflect the updates.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:08/09/2024

    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.
    Ultra Mobile opened a phone line under my and email address fraudulent and won't close the line. Someone opened a phone number (assuming identity theft) and their custoimer service won't help or just cancels the call.

    Business Response

    Date: 08/15/2024

    Hello,
    We have resolved this issue and the account should reflect the updates.
    Thank you,
    Ultra Mobile

  • Initial Complaint

    Date:08/08/2024

    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 have a *** CARD from Ultra Mobile that gives me the option to recharge when needed.I recharged my *** CARD for an international trip on 8/6 at 20:00 with the international plan of $19.99 valid for 30 days.I got the recharge on this *** CARD from Ultra Mobile website in the recharge option that led me to the page with the options to recharge.I inserted the phone number and the *** card number, choose the plan and confirmed.I got the e-mail confirmation at the same day with the Order number of the recharge made, the phone number, the amount and date, all confirming everything was good.The next day when I tried to use, the *** CARD wasn't working. I contacted Ultra Mobile and they told me the *** CARD and my account had been terminated and for Ultra Mobile plans, I needed to buy a new *** CARD.So, I asked them to refund me the money I spent for a recharge that cannot be used and they said they cannot return my money back, because I didn't have an account and they kept asking me IF I really made that purchase, which was very offensive.I sent them the e-mail I received with the confirmation number and the amount spent with the recharge, and until now I haven't received my money back and also couldn't use the *** CARD.Need you assistance on this to get my refund.

    Business Response

    Date: 08/13/2024

    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

  • Initial Complaint

    Date:07/24/2024

    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 recently purchased a phone plan from this company and was told that I could get a eSIM instead of a physical SIM card. After they emailed me the eSIM number I found out that the phone didnt take eSIM. I contacted the company and they tried to charge me for a second SIM card when I never had one in the first place. Mean while Im paying for a phone plan that cant be used. No customer service at all. The old bait and switch!

    Business Response

    Date: 07/30/2024

    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,
    Ultra Mobile

  • Initial Complaint

    Date:06/12/2024

    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 realized late that I did not update my plan on ultra Mobile and had been charged for a year. I immediately called to resolve this issue and to change up my plan to a monthly one. The person I spoke with said that was not possible and that they had to refund the whole amount before I can do that.They refunded the amount without notifying me my service is being suspended and I was stranded in the middle of nowhere without Internet or gps. I called to see if I could start on another plan only to be told that my account is in error. I looked for another provider so I can port out my number but it has been a nightmare.I have been reaching out to ultra Mobile for the past 2 weeks with no resolution in sight Whenever I call I am told it's being escalated only to call the next day and be told the same thing. All I want is to have my number and be able to transfer it, and it should not be that stressful.I hope this issue will be addressed in a timely manner.The phone number in dispute is ********** Thank you

    Business Response

    Date: 06/17/2024

    Hello,
    In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
    Thank you,
    Mint Mobile

  • Initial Complaint

    Date:02/09/2024

    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.
    4th Feb **** : Started Transfer 5th Feb **** : No update so I called them and opened L2 request. 48hr SLA was provided 9th Feb **** : ********** yet, no refund cause got it from store Target

    Business Response

    Date: 02/15/2024

    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

Ultra Mobile is BBB Accredited.

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