Complaints

This profile includes complaints for Gen Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gen Mobile

  PO Box 1187 Gardena, CA 90249-0187

• 

  Gen Mobile

  5701 S Santa Fe Dr Littleton, CO 80120-1813

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:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Feb 5 2025 I paid this company about $33 to try to start cell phone service. This was a plan of $10 a month for three months. As of Feb 28, 2025 I have not received a sim card. I just called them and was told over and over that they would be willing to give me the tracking number and they claimed that the sim card had been delivered on Feb 17. On Feb 20th, I received an email from them stating that the sim card had been shipped, three days after they said it was delivered. I told them that I did not get any sim card, it was not delivered and the guy just kept repeating over and over that they could give me the shipping number so I could contact the shipper. That would be a complete waste of time because if the shipper delivered it and they delivered it to the wrong address and it is gone then calling the shipper to make a claim would be pointless. I told them that I do not have a sim card then they need to send out another sim card. He refused and I told him I wanted a refund because I cannot use the service without a sim card and he refused and just kept insisting that I waste my time contacting the shipper. He is the one that sent out the sim card, if it was sent out, and he should be contacting the shipper. If it was sent out, it is gone now and I paid my money to use a service it is now impossible to use and they refuse to send out another sim card. So now they get to keep my money and I get nothing out of it. The least they could do is refund my money since they did not provide a sim card. I have no control over what shippers do and if I contact the shipper they will just tell me that the package was delivered when it wasn't. I cannot prove that they did not deliver it.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this issue to our attention. According to our records, you purchased a Gen Mobile pre-paid plan. Unfortunately, there was an issue with the activation. We apologize for any inconvenience. We have issued a refund of $33.77 to the original method of payment. 

  Customer Answer

  Date: 03/31/2025

   
  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

  Date:02/28/2025

  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.

  2-26-2025 **** E ******* ****************************************************************** ************* Gen Mobile ************************************************ Demand for $5,000 for Invasion of Privacy Negligence Dear Gen Mobile I am writing to formally demand that you take action to rectify the situation arising from an employee that is working for Gen mobile intentionally or negligently gave my phone number to some individuals that I didn't give my consent for them to have my phone number after me purchasing a Blu cell phone as this could constitute a violation of my privacy and potentially be considered a form of negligence depending on circumstances and local laws. On 02-14-2025 I purchased a cell phone from Gen Mobile then I found out that the employee from Gen mobile gave my phone number to someone that shouldn't have had my phone number and they used my phone number to hack into my cell phone and began invading my *********** these individuals are tracking down my location and they are able to see all the activity that I am doing on my cell phone they are also able to see my text messages and they are stealing my all of my files that are saved on my PDF Reader files. That's a violation of my constitutional rights by having my privacy invaded.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. Gen Mobile takes your privacy seriously and is committed to protecting your information. Based on the details you provided, it appears that this may be a scam attempt unrelated to Gen Mobile or your enrollment. Scammers sometimes call phone numbers seeking to deceive people into giving them money. To help prevent further harassment by the scammer who called you, we have replaced your SIM card and changed your phone number. You acknowledged this resolution.
  
  Please consider changing the passwords on your accounts, monitoring your accounts for any unusual activity, and/or installing security software on your device.
  
  Thank you for being a valued Gen Mobile customer. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.
  

• Initial Complaint

  Date:02/24/2025

  Type:Delivery 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.

  Item received damaged. I reported and sent back . Attached is tracking. They verified receipt and say they issued refund but was never received

  Business Response

  Date: 03/11/2025

  Thank you for bringing this issue to our attention. We sincerely apologize for the delay. We have issued a refund of $54.44 to the original method of payment. If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.
  

• Initial Complaint

  Date:02/10/2025

  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.

  Trying to port my number out to them I'm waiting for Gen Mobile to releasing my number to Boost Mobile for about 3 weeks, have made at least half a dozen calls to the support lines and all they are saying we escalate the case to our manager, they refuse to release my phone number . I have the correct account number and the correct pin number.

  Business Response

  Date: 03/11/2025

  Based on our records, we provided you with the information to port out your phone number on January 15, 2025.  Your phone number was ported out at your request on February 21, 2025. 
  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.
  

• Initial Complaint

  Date:12/02/2024

  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.

  The company is my mobile provider. I have an unlimited talk and text plan with 1 Gig of data. Four times my service was interrupted even though I paid it on their app. A *** explained that even though I paid for unlimited talk and text, no service is actually unlimited. And if certain talk or text limits are passed I have to call to have the service restored. This is false advertisement. No other company does this.

  Business Response

  Date: 12/20/2024

  Dear Ms. ********************* you for being a valued customer.
  
  While your plan is unlimited, certain types of usage can affect the overall network performance and may trigger account review. To maintain a fair and optimal experience for all of our customers, ******************** implements measures to review and manage network traffic. As outlined in our Terms and Conditions, which you agreed to by using our service, unlimited plans do not cover unreasonable or non-commercial use. This includes any other use that disproportionately impacts the networks capacity. Your account was reviewed and your voice services were reinstated per your request. For more information, please refer to the full Terms and Conditions available on our website.
  
  We would be happy to assist you in understanding your usage and identifying opportunities to optimize your mobile consumption. If you have further questions or concerns,please do not hesitate to contact Gen Mobile at **************.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22610339
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/26/2024

  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 unlimited monthly service plan from Gen Mobile on 11/21/2024 and as of today 11/24/2024 there is no service my calls or texts do not go through. This is the worst service I have ever encountered and it has only been three day.

  Business Response

  Date: 12/20/2024

  Our records show that you contacted Gen Mobile on November 25, 2024 to report issues with your service. After successfully troubleshooting your device, you confirmed that your services were restored.
  
  We have made several attempts to contact you, but unfortunately,we were unable to reach you. We noticed that your data was depleted, and as a courtesy, we recently credited your account with a complimentary data top-up. If you are interested in upgrading your plan to one that better meets your needs,please contact Gen Mobile at **************.

• Initial Complaint

  Date:10/21/2024

  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 called on wensday 16 of October my phone s calls weren't coming in or going out. Apparently some one changed me to true connect so I was told go call trueconne t to drop me and put me back on genmoble. So they did ten i had to call life line to see if my line was active yes it is. Then the agent at genmoble said they were working on my servic s I had to wait 24nrs I did anf nothing for 4 d days they gave gave me the run around I a mean disabled needing my phone then today they tell *** ** to publish a y for my service. They h a ve people working that dnt know how to do there job I am very upset and they shouldn't be working there s if they don't know how to do there job right so know I have no phone and I'm a dis a bled 54 yr old woman with no phone because g s m mobile lied and gv me nothing but lies for 4 days,

  Business Response

  Date: 12/06/2024

  According to our records, on October 16, 2024, we received your application for the California LifeLine program. Unfortunately, your enrollment could not be completed due to a technical issue, which has since been resolved.  On October 24, 2024, we received a notification from the California LifeLine Administrator indicating that you requested to transfer your benefit to another service provider and your account with ******************** was closed. We apologize for any inconvenience.
  

  If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen Mobile at **************.

• Initial Complaint

  Date:10/08/2024

  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.

  ********** is advertising that they have unlimited talk and text and a limited amount of data per month for purchasing the plan. But whenever I run out of data, I am not able to send or receive text messages at all. I have complained to the company on multiple occasions where I ended up having to buy more data just in order to receive text messages and send them. Its false advertising doctor saying that I can send and receive unlimited text messages but halfway through the month they require me to purchase more data which is Internet essentially just to get text messages. Ive called them at least six times about the issue and Ive been hung up on twice.

  Business Response

  Date: 11/08/2024

  According to our records, you purchased an unlimited talk, text and data plan. On three (3) separate occasions, you purchased additional data. Because your plan already includes unlimited data, Gen Mobile has processed a refund of those purchases to the method of payment used.
  
  Based on our internal review, we are unable to detect any issues with your service. So that we can further assist you, please contact us at ************** or visit our website at ******************************************************* to chat with an agent. ************* is available everyday from ****** to ****** PST.

• Initial Complaint

  Date:07/01/2024

  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.

  Shorten this literally by only 120 word! ONLY 120 WORDS "**Dont sign up with this company; they are complete trash! The rep from *************, *****, is rude, over-talks you, and hates Black women. Today is June 30, 2024. I signed up on December 5, 2022, intending to enroll in ACP and port my phone number ending in 7816. When I tried, none of the representatives knew how to handle something as simple as importing a phone number. They struggled for two weeks, so I switched to another company because they were clearly incompetent.Initially, they gave me ACP services with a phone number ending in 1124. I called ACP and told them I no longer wanted the benefit to go to Gen Mobile and requested it be applied to my ******* cable bill instead. ACP honored my request and applied the $30 credit to my cable bill monthly, and I have the emails to prove it. I asked ACP to first disconnect Gen Mobile, but I noticed a year later that the services from Gen Mobile were still on.On June 27th, the *** card stopped working. I called Gen Mobile, and they claimed the services were ported out on December 5, 2022, which is not true, as I've been using the services. For a whole year, the number 1124 was still active, so I used the services. In the past two days, my services stopped working. I asked who owns the phone number, and they all claimed they didnt know, saying they had to send it to the back office. Im convinced their back office is run by a bunch of five-year-olds! This company is trash, the reps are untrained, and how could they let an error like this happen? I went almost two years with free services without paying anything. Now that the *** card is dead, and I cant use the phone, I want to save the number. By law, they must provide me with the account number and transfer PIN, but they are refusing. ******************** is holding my phone number hostage!I recommend everyone avoid signing up with them! If youre having issues, file a complaint with your attorney general

  Business Response

  Date: 07/18/2024

  According to our records, ******************************* was a Gen Mobile Affordable Connectivity Program (ACP) customer and was assigned the phone number ending in 1124. On November 9, 2022, ******************** requested to port-in the phone number ending in 7816. Unfortunately, the port-in could not be completed due to a port block placed by Ms. ********* previous service provider. ************* advised ******************** to contact her previous service provider to fix this issue. Although the port-in request was submitted several times, the request was blocked each time. Then, on December 5, 2022, while the port-in request was pending, we received a notification from the government database indicating that ******************** requested to transfer her ACP benefit to another service provider. Ms. ********* ACP benefit was transferred as requested and the port-in request for the phone number ending in 7816 was canceled.

  On July 9, 2024, an Operations Manager reached out to ******************** and confirmed that her ACP benefit was transferred to another service provider on December 5, 2022. ******************** stated that although the benefit was transferred, she was still able to use Gen Mobiles services with the phone number ending in 1124. Based on our internal review, the phone number ending in 1124 stayed connected due to a technical issue, which has since been resolved. On June 30, 2024, the phone number ending in 1124 was successfully ported out at Ms. ********* request and her account with ******************** was closed. ******************** has acknowledged this resolution.

  Gen Mobile thanks ******************** for bringing this issue to our attention. We sincerely regret the situation ******************** experienced and apologize for any inconvenience.

• Initial Complaint

  Date:06/27/2024

  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 purchased a phone and service with Gen Mobile part of the services I already had and was informed that I needed to transfer current information after I received a new *** card. I get the *** card then call Gen Mobile and the customer service *** not only ignored my questions but quickly escalated to threats and stating that he would not give me his name or transfer me to someone that would speak with me or listen to my questions. He even stated that the I formation that their ***s gave was I correct.I ultimately want my service that I paid for Switched or, they did not even offer a refund. The *** tried to keep telling me that I filled out an online application even though I did everything with 2 actual ***resentatives in person and have the transaction in my bank statement. I applied and paid for everything beginning of June and July is about to begin and I still do not have the service I paid for.

  Business Response

  Date: 11/21/2024

  According to our records, you applied for the Affordable Connectivity Program (ACP) with Gen Mobile on May 17, 2024. The *** has since ended. During your enrollment, you purchased an upgraded phone from the authorized independent agent. On May 24, 2024, you contacted us requesting to port your phone number to Gen Mobile. While the port-in request was pending,we received a notification from the government database indicating that you requested to transfer your benefit to another service provider. Your benefit was transferred and your account with ******************** was closed. On June 2, 2024,we informed you that we could not port in your phone number because your account was no longer connected.
  
  On June 15, 2024, you contacted us to request a refund. We notified you that Gen Mobile is unable to refund devices purchased directly from an agent. We advised you to request a refund from the agent.
  

  Gen Mobile is an authorized Lifeline provider in ********. You may submit an application through our website at *******************************************************************;If you have further questions or concerns regarding this matter, please do not hesitate to contact Gen ************ style="font-size: 0.875rem;">Mobile at **************.