Ultra Mobile
reviews and complaints

I requested refunds for 3 months unused monthly plan. The number was auto-recharged and i did not realize that before i abandon the number. I firstly requested through Customer Service on phone and the refund request was soon approved by the agent. A support number was kindly given for me to check the progress. However, no refunds was received. I waited another 2 weeks and as i called the customer service, the agents hanged up the phone at hearing i was requesting for refunds. And one third agent answered and told me that there was a number wrong in my bank account number. And the bank account number was then corrected and i was indicated that the refunds would arrive in 2-3 days. I was rest assured before i figured out nothing was addressed at all. NO refunds were coming. I have to call again and still, the agents hanged up the phone immediately hearing that i was requesting for refunds, without even knowing my case details. And one agent rudely yelled that there was a 3 month limit for me to request the refunds and hanged up the phone. Upset, i turned to online chat for help. And the agent was soon disappeared after i indicated that i was requesting for refunds. I waited again and it was the same agent again indicating he was lost. And he kept me waiting, without letting me knowing the progress. And as i was waiting, he lost again. 30 minutes have passed before another agent was matched to me and she went through the chatting history and politely said that the refunding was rejected. I asked her about the statements i have received from the other agents and she said nothing she can help and felt sorry. The statements from different agents were totally contradictory. It came to me that some of them lied to me to keep me waiting. And lied to me that the case has been resolved. And the agents seemed very reluctant for refunding cases. It was so ridiculous experience and a total waste of time. I am still an Ultra customer but the customer service was so horrible...

i have been a customer of *** Mbile, an umbrella corporation of Tmobile for 2 years. I have a 3 month renewable plan which is PREPAID, paying in advance of the 3 monthsand until now, NO problems. Suddenly, a few weeks ago at the beginning of August 2022, I stopped receiving call, it did not ring, and it went directly to voice mail. I really didn't think anything of it since I COULD call OUT, This is my personal cell phone but since the pandemic I am using my personal phone as a work phone, so incoming calls are VERY important now. One day, I noticed a call coming in, but my phone never rang, it went straight to voice mail. Initially I thought there was a problem with the volume, but checked everything and everythig worked. I called my phone from another phone it went directly to VM. I called ULTRA mobile customer service someplace in ***, they disabled the call forwarding, they reset the phone, etc., to no avail. The CS agent finally said the *** card is probably corrupt. Was sent replacement *** card and it still did NOT work. ULTRA said the phone is the problem because it was working on 2G, I have a NEW 5G *** 52S phone, so impossible, took my phone to phone technician and NOTHING WRONG WITH MY PHONE. It was the ***. After multiple days speaking w/ various supervisors about the situation and requesting a refund- for the days I CANNOT use my phone on their system I WAS DENIED, because they have NO REFUNDS at all! (Ticket #CRT-41338) Since the problem is ULTRA'S and NOT mine I should receive a refund. I went to another companay, ***PLE mobitle, another umbrella of Tmobile and when the sales agent put the new *** in my phone, EVERYTHING worked and was able to call out AND to receive and answer calls without it going directly to voicemail. I BELIEVE that since their policy of NO REFUNDS of any kind should be ammended per individual situation, especially if the problem belongs to ULTRA MOBILE and is not due to the customer. Thank you.