ComplaintsforGen Mobile

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  gen mobile disconected my line without giving me the ability to port out

  Business response

  07/08/2022

  Business Response /* (1000, 8, 2022/06/27) */ 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. 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 Consumer 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, Consumer did not take any action and their service was disconnected/deactivated. We will try to assist Consumer in any way possible, and we apologize for the inconvenience.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1) I paid the plan through 4/24/2022 on 1/14/2022, order ****** 2) Due to the ************ shut down, I had to change the SIM card. 3) When I found out an autopay charge on 3/26, I contacted Gen mobile. On 4/1/2022, ******* promised the refund of the autopay charge. 4) Today, I found there was no refund and chat with ********. He said no refund because "the service has been used." Though there was no plan change, just SIM card change for the ************ shut down. 5) So, there was a double charge for the service between 3/35/2022 and 4/25/2022, one is the order ****** charge and the other is the autopay charge. 6) This is unreasonable. Request for the refund or account credit of ****** charged by the autopay.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/06) */ Gen Mobile received the complaint filed by ********* The customer states that a network service change caused an autopay duplicate payment error. A refund was requested for the duplicate payment. The customer claims he was promised a refund for a month of service and then was advised he could not be refunded because the service was used. On 05/02/2022, we reviewed the account and the refund. We identified an error with the partial refund being sent back to the card. We processed a refund as an account credit. We also attempted to contact the ******** on 05/2/22 and 05/03/22 to advise that a refund had been processed and offer an additional credit. On 05/04/22, a Gen Mobile Customer Care Supervisor was able to speak with ********. We apologized for the payment and refund issue. We provided the status on the credit and provided an additional credit as a courtesy. ******** stated he was satisfied with the follow-up and resolution. We consider this matter closed.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a current customer. Unresponsive in refunding for prepaid service and defective SIM card I purchased a new phone and new Gen Mobile SIM card( Card had a 7 day return policy). I attempted to activate on November 18th. They kept telling me to wait. I knew my time was expiring on the card and I begged them to send me a new card. Unsuccessful and after 5 DAYS OF NO CELL SERVICE dating November 18th thru 23rd I went locally and purchased a service on November 23rd porting my old number out from Gen Mobile to my new phone and cell service . Mean while Gen Mobile debited my bank account for my December service on November 21st On November 23rd I called Gen Mobile to canceled my service as well as an RMA for the return of the defective SIM CARD. I also posted the SIM card with **** tracking on December 23rd immediately after speaking with Gen Mobile and within 2 hours of aquiring the new service which enclosed documents verify. At that time I requested a refund of the service debit taken on November 21st. I was told that it would take 7- 10 days. After 9 days I contacted Gen Mobile again and was told to wait again and THEY WERE ESCALATING THE REFUND and some one would call me (which by the way THEY NEVER DO! ) ​ Having not received either refund I contacted Gen Mobile. again ​As of today the rep I spoke with Claims my auto debit is still active I never ported my phone My cell phone service is still active Absolutely I have gotten the run around . Attached documents will prove the Sim return and my number was ported as i stated. Refund OWED .......$.40.10 Debited amount for December service of 18.15 Returned Sim card that included a second months service 21.95 ............TOTAL OF $40.10

  Business response

  01/13/2022

  Consumer Response /* (2000, 10, 2022/01/13) */ RE : Complaint Case# ****** (Ref#***********************) Please be advised that Gen-Mobile has finally issued the appropriate refunds I truly believe your intervention helped to expedite the resolution This case may be closed Thank you

*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. ↩