ComplaintsforGen Mobile
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They false advertised they said they didn't have any free phones which they did and I had to pay for a phone upon that I paid for a service of $51.43 up unlimited talk and text which I have not gotten upon trying to talk with them I was hung up on wasn't provided a supervisor and I am not able to use any of the phones I purchase from them. I had to go and borrow a phone from someone to take care of my personal business which is not acceptable and not professional pool on their part I would like to have my money back and have nothing to do with *** mobile againBusiness response
06/05/2024
We sincerely regret the issues you are experiencing with your device and apologize for any inconvenience.
According to our records, you have contacted us to report issues with your phone, and we attempted to troubleshoot the phone each time. We do not have a record of a payment of $51.43. However, as a courtesy,Gen Mobile has refunded a total of $30.00 to the card on file.
If you have questions or concerns regarding your current account, please do not hesitate to contact Gen Mobile at *************.Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a government issued cell phone on January 24, 2024. It was under the lifeline government assistance. On February 23, 2024 because my hand held device wouldn't power up and can't access my voice mail. The representative made 2 separate tickets. I couldn't find a pen to write down the ticket numbers down. I had to call again to get the warehouse p.o box 1187, *******, Cal. *****. At this time the representative assured me a ticket number was issued but never gave me the ticket number when I got the warehouse mailing address, nor did anyone tell me that a ticket number must be on the package. Nobody told me I will be responsible for the package being shipped if no ticket was issued. On March 11, 2024, I contacted Gem Mobile customer service line and was told that there was no ticket made on the device and I was responsible for the device even though I shipped the cellphone to the warehouse before the 30 day warranty expired. The tracking number given by uses was #********************** was delivered to Gem Mobile post office box on February 26, 2024. A supervisor asked for the ticket number on the device and I didn't see in my notes that I was given a ticket number or I can't find the number. He then stated he doesn't see it was ever received at the po box but the tracking number listed above proves it was on February 26, 2024. I was further told their not responsible for the lost device but told it take 3 weeks to return the same device to me because they won't issue a new device even though it doesn't power up and can't access my voice mail. They admitted there was a ticket # for voice mail issue but no ticket was issued for the device repair. Why would I ship a device to their warehouse if no ticket was issued nor did anybody give me the ticket number only assured .e all I had to do is mail the device to their warehouse.Business response
03/29/2024
Thank you for bringing this matter to our attention. Based on our records, we shipped the replacement device to the address on file on March 20, 2024. The Proof of Delivery shows the device was delivered on March 22, 2024. We hope that this resolution is satisfactory. If you have any other questions or concerns, please do not hesitate to contact Gen Mobile at **************.Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello,In December of 2023 I qualified for and received a government sponsored cell phone plan from Gen Mobile. I paid $10 for the upgraded handset that they offered. The phone proved to be almost unusable immediately after accepting it. It would have service for a couple of minutes after powering it up then it would drop service. This happened each of many restarts of the phone. I called Gen Mobile about the problem, and they instructed me to mail the handset to them in ********** for warranty service. I paid $17+ to ship the handset to Gen Mobile early within the warranty period. It has now been 3 months since I sent the handset off to Gen Mobile but I yet to receive the replacement. My account with ******************** has been deactivated by Gen Mobile because of the minimum monthly device use policy. I have called Gen Mobile at least half a dozen times about the return of my device. Until my last call they would say they I would receive or hear something from them by the following Friday. The last time I called I was told that they sent a replacement device to me but the tracking stated that it was returned to sender somewhere in the course of shipment. A package never made it to me before it reversed direction. Gen Mobile wanted me to take down their tracking number and me to contact *** regarding the shipment. I refused because I know that *** will not share any information with anyone expect the shipper regarding package tracking. My last call to Gen Mobile was over a week ago and still nothing from them.Attached are pictures of the paid **** receipt for shipping of and package containing the faulty device that I returned to Gen Mobile.Business response
04/10/2024
We are in receipt of the complaint you submitted to the Better Business Bureau on March 10,2024. According to our records, we shipped the replacement device to the address we had on file on February 12, 2024. On February 14, 2024, the package was returned to us with a note from *** indicating that you had moved.On April 2, 2024, we re-sent the replacement device to the new address you provided. We also mailed a new SIM card to you. You have confirmed receipt of both.
We hope that this resolution is satisfactory and apologize for any inconvenience this has caused you.
If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.
Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
October 2023, I was offer a government phone by a representative of Genmobile.To qualify he said all I had to do was pay him $110.dollars which I did,I qualify because I Live of Social Security. I could not use the phone with the number they gave me,because I kept getting a message I could not use the phone because the number they gave me belong to someone else. I call again and I explain to them the problem, they gave me another number, It kept happening. I call and ask if I could bring the number from Metro by T-Mobile.Because it could solve the problem with a number that belong to me for the past 3 years.They said that would work all I had to do was buy a SIM card I pay $20.00 dollars for it and the transfer pin #. I did everything they ask. I call them over and over when I give them the number they gave me they hang up on me, every time I tell them the number. I have try about 15 to 20 times for the pass 4 days, and nobody wants talk to **** also email them and nobody answers. I went back to MetrobyTmobile and they told me I lost my number because it belongs to another carrier.Genmobile has ruin my life. Iv'e lost my 3 year phone number and I have no service with my 3 years phone number.And I can not use the number they gave me because it belongs to someone else.Business response
02/09/2024
According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile in person, with an authorized agent, twice on September 1, 2023. Your first application was rejected because we could not verify your eligibility through the National Verifier. Your second application expired because your information and/or eligibility also could not be verified. There is no active account bearing your information at Gen Mobile.
In an attempt to resolve this complaint, a Gen Mobile Operations Manager reached out to you via phone and email on January 11, ****. You stated that you do not want to receive further communication from Gen Mobile. Accordingly, Gen Mobile considers this matter closed.
Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it may concern. I applied for a cell phone with Gen Mobile on June 2023 with the enrollment ID number ******* and I didn't receive the phone. I called Gen mobile about the phone and the customer service rep told me that they haven't received the *** Supplemental Document Request Form. So, went back and reapplied another application with the enrollment ID number *******. Next, I call several times to get the status of my application and the respond that I received was that the haven't received *** Supplemental Document Request Form. So, I had the post office to track the form on 8/25/2023 and the lady at the post office told me that the form was delivered on 8/28/2023. The tracking number that I have on my receipt is **********************. Every time I call can't no one tell me anything about the phone. They hang the phone up to avoid my call. I think it's a racist thing because they know I'm black. If I was a white person they would have had a phone. Thank You!Business response
10/31/2023
Gen Mobile has conducted an investigation into this matter. Per our records, we were not able to process the supplemental documents and/or we did not receive the supplemental documents before the submission deadline. As such, the applications associated with Enrollment ID numbers ******* and ******* have expired. If you would like to receive ACP service from Gen Mobile, you will need to re-apply. Gen Mobile will be more than happy to assist you with your application. Please contact Gen Mobile at ************** for assistance.Initial Complaint
08/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I didn't receive my check on the day I'm supposed to receive itBusiness response
08/25/2023
Per our records, this customer has not made any refund requests. However, in an attempt to resolve this matter, Gen Mobile reached out to the customer at the phone and email provided. To date, no response has been received. If this complaint is still an issue, please contact Gen Mobile at **************. Otherwise, we consider this matter closed.Initial Complaint
05/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
03/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
03/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
02/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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,
*************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Gardena, CA 90249-0187
Customer Complaints Summary
24 total complaints in the last 3 years.
11 complaints closed in the last 12 months.