ComplaintsforGen Mobile

• Initial Complaint

  02/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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,
  
  *************************

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a new phone from Gen Mobile in the amount of $100.00 July 2022. They offered the public free phone and service to anyone who received assistance from the government. I applied and qualified for a free phone , however; was given the option to pay a one time fee of $100.00 and was told by there representative that I will Never have to pay for another device and/or service (lifetime warranty). I contact Gen Mobile on 1/26/2023 requesting a replacement phone because the device I purchased from them is defective. I spoke with a supervisor named ***** (ext.4273) and was told that he is unable to provide me with a new device due to it's 30 day warranty lapse. I explained that at the time of purchase, I was informed that I would have a lifetime warranty. And Mr. ***** said again, 1. He will not replace the device, 2. He will not refund me the money I was fraudulently charged because he isn't responsible for field employees of Gen Mobile. Because unlike an office employee of the company they know not who field employees are! Really? In so many words Gen Mobile basically provide anyone with their phones and access to their system in order to do background check and activation. Yet have no idea who these Gen Mobile reps are. This is fraud and a scam and they're covering up the employees identity in order to pursue this matter any further. I'd appreciate Gen Mobile refunding my $100.00 and a replacement phone which should have been Free from the beginning. Thank you so much for your assistance with this and all related matters. Mr. ******************************* ****************************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 1/10/23 at 6:03pm, I called to add data to my plan and the customer rep asked for my number and had me to verify my name. After she pulled my account up she told me that there were 2 plans I can do. First was a 5 dollar plan for 1gb and the second was 10 dollars for 2gb. So I chose the 5 dollar plan and she asked me for my card #, cvv, and exp. date. She also inform me that with the fees it will be a total of $6.11, and I said ok. I provided the info and ask if this is one time transaction and she told me yes. As soon as I ended the call, I saw a the transaction for "Gen Mobile" of $6.11, but not even 60 seconds later I saw a $14.14 transaction to ************** Fac", a another transaction to "Tevisat" for $39.03. At that point I immediately locked my card. After I locked my card, a transaction to "Of" for $19.99, "Ginih Uth Fpo Ficopos Ba" for $44.81, ********** Ec Fac" for $21.10 twice, and "************ Ec" for $14.99 was declined because I locked my card and the customer service rep from ******************** either didn't have a clue or they sold my card info to criminals. As of right now the transactions that did go through are "pending" but I full investigation is in process. The problem that I have is, you can't be a loud to conduct business when your employees are stealing consumers' money, illegally! This is fraud, dishonest people who are stealing and representing this company is not tolerated. I will be starting a lawsuit and I'm sure I'm not the only one so this is a class action suit in the making. I'm just taking the first steps and reporting this to the BBB. I also have documents, call log, and bank documents to prove my complaint as well as all time frames to correspond.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Since Dec. 5th I returned a defective phone and I've been waiting for a replacement, but they keep telling me to call back because the warehouse is working on it. At the same time I've suggested for them to speak to aanager and they say they can't talk to anyone they just have to wait. In the meanwhile without a phone.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company is all together a SCAM! I paid 40$ for a phone that someone***** descent sold to me on the streets! He lied and stated the phone was unlock and I will be able to put another SIM card into the phone and it should work. Well I got home only to discover what he told me was a lie! I then called customer support and they were unable to provide me the rep's supervisor name. Then a day later I wanted to import my old number from another company to Gen Mobile! Which was a total nightmare! The representatives are so stupid & untrained! I've been told that my old number was successfully ported in 4 times from representatives names **************************** and all of them have lied! Its been 7 business days and my number still has not been successfully ported in after I mentioned to the representatives that getting my old number ported in for for business purposes and they have still yet to port my old number in! What a inconvenience and total waste of dealing with them.! Also****** likes to hang up on callers as well. The reps are very notorious for hanging up on the customers as well

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 2nd, 2022 I encountered a few guys in my local******** that offered phone services through Gen Mobile. They offered free phones as well as feature improved phone for an additional fee. I upgraded the phone option and paid the $103 fee to have enhanced quality. After I got home and decided to activate and transfer my current phone number to the new phone service, I contacted the customer service for assistance. The representative attempted to assist me, but when she sent the command to port the number the phone was immediately disconnected and has not begun working again. I have contacted customer service upwards of 30 times since, to no avail. No one has been able to rectify this matter. I have been told several times that the matter has been escalated and sent to the tech department, the supervisor ect. and not once have I received a call back. I would really like have the situation corrected, but I am also willing to just get a refund for the purchase if a solution cannot be met.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Signed up for service through Gen Mobile on August 11, 2022 that is threw the *** they created a label but they never actually sent out the phone ****** trying to contact them and no one seems like they want to contact me about this issue this has been going on for more than 21 days now

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 2022 I decided to upgrade my phone with Gen Mobile. I had been a happy customer with them since 2017. I purchased a new phone with Gen Mobile for $130.37. When I received the phone it didn't function. I informed them of this and they said to turn on/off the phone and it will work but it didn't. Then they gave me numerous codes to try but nothing worked. So they sent a new SIM card to fix it but it didn't so they sent a second SIM card and that didn't work. After speaking to several representatives and getting no where after two months without phone service I informed Gen Mobile I want to cancel service and return the phone for a refund. They said that they will email me a return shipping label. It took them to weeks to email me this label. I immediately sent the phone back to them. After another two weeks past they finally acknowledged they received the phone but they need the code to unlock the phone which I promptly provided. Still they had a problem with this malfunctioning phone and could not unlock it... they said I provided the wrong code and they would not refund the money until it could be unlocked. After disputing this absurd accusation they decided to refund the money to my credit card. After a week still no refund. I called my credit card and they said no refund sent... I need to contact Gen Mobile,. When I inquired with Gen Mobile about this they said they had a problem and asked if they could just send me a check and I accepted. A month later still no check in the mail. I called Gen Mobile and they said I cashed it on June 9, 2022. This is not true this is beyond their run a round lies this is fraud on their behalf. They would not provide the bank that it was cashed at or any other details. They considered this closed. Now it is seven months later and no refund just a bunch of lies, headaches and lost time. Please help.

  Business response

  09/07/2022

  Consumer Response /* (2000, 14, 2022/08/10) */ I want to lent you know that I finally received a check for the amount owed to me by Gen Mobile ($130.37) on August 6, 2022 and I cashed it on Monday August 8, 2022. Thank for your services. I cant believe that this took eight months to resolve

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a cell phone (************* ) that I used to refill through one of the Gen-Mobile agents, for some reason apparently the agent did not pay them and they disconnected all his lines, including mine, as much as I try to communicate with Gen-Mobile they should reconnect my line ( im ready to pay them ) without success, there is no live person that i can talk to

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/29) */ Gen Mobile was a reseller of ****** CDMA wireless services. ****** merged with ******** and began shutting down older CDMA network services early this year. Consumer's service was on the ****** CDMA network and was disconnected/deactivated because of the ****** CDMA network shutdown. The consumer's last monthly account payment was 5/24/22. The account's monthly service expired 6/24/22. It was deactivated 7/6/22 due to the ****** shutdown. Consumers were warned numerous times of this shutdown and possible consequences such as losing service and/or phone number being disconnected/deactivated. Gen Mobile also advised Consumers to switch their service(s) to our faster, newer network for free or to port their phone number(s) before the shutdown. We understand customers want to keep their number and it is important to stay in touch with their important contacts. Unfortunately, the Consumer did not take any action before their service was disconnected/deactivated and we are not able to reconnect the number.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I noticed a few weeks ago that I no longer had any cell service. I call the company, and I leave message after message, and they never call back. I noticed they had no problem taking my money.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/29) */ We have reached out to the customer to help review and resolve her complaint. Based on our review, the customer complaint is due to the ****** network shutdown. Accounts on the ****** network after the shutdown were deactivated. Customers were notified to help avoid a service interruption. As a courtesy, we processed refunds for the customer's 2 most recent payments. We apologize for the inconvenience and consider this matter closed.

*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. ↩