Ultra Mobile
Reviews and Complaints

If you get Ulta mobile as service don’t do automatic payment! They changed me 2X in one month and when I call and complained about it they said would be credited next month. Next month comes up. I am changed again! I will be looking for a different phone service to say the leas. Cause someone there didn’t do their job I was changed extra again. Not happy at all with this company

For the area of ***, 4G coverage is badly poor. Please improve it. I am using 4 G-supported mobile with ultra-mobile Simcard. Barely getting network coverage, please improve it

I subscribed to there service. They advertised $120 for a year. I called them. The representative told me they had it, but with taxes it would be $155. I said OK. The charge I saw was $183, and they did not immediately refund the difference. Also, why the taxes are about 30%?

The Ultra Mobile company failed terribly at every turn in my experience just shy of one month. As far as I can tell the problem is a combination to some degree of criminal intent, underpaid employees and horrible website errors.Never consider Ultra Mobile for your solution to phone service. Look elsewhere.

Biggest scam ever. They promise your phone will work on their network, come to find out... no data is accessible. I had their service for 1 whole hour before canceling service. They assured me I'd be refunded immediately. That was five months ago. They continue to bill me even though I've been on a different network since the day I canceled service. Stay away from MintMobile. They've already changed their name to "Ultra Mobile" due to all the Complaintsboard.com complaints.

Worst cell service & customer service I've ever had. I'm on disability and get paid on the first of the month so I pay on the first every month. So if I pay on the first my next month should be due on the 1st. Not the 30th or 31st. But ultra mobile wants me to pay early and if I don't they suspend my service. I've used several prepaid services and none of them charged me early or cut off my service. If I could afford to change carriers I would asap. I will change carriers as soon as I can.

They're scammers at this company. They falsely claim in advertising that you can bring your old phone in compatibility test online then tell you yes it should work but you'll have to purchase a phone from them. Then if you ask for a refund they will lie to you boldly that you cannot have a confirmation number for your return and you'll have to call back to the refund department in 3-5 days so that customer service doesn't have to do a disconnect and they company dosen't lose money by cheating and scamming them. This needs to stop Complaintsboard.com please stop this from happening to hundreds of thousands of unsuspecting victims of this companies criminal behavior.

I have been your customer, but due to a lot of connectivity issues in my area, unfortunately, I had to move to another service. As most of the time, I was completely out of signals. For the last couple of weeks, I have been using another service. I need a copy of my last paid ***. My new career just wants to be sure if I have cleared all my previous dues. Which I did. Could you kindly provide me with a copy of my last ***? This is so unfair that you guys are not cooperating at all. I called a couple of times at customer support. How is it possible that all of my data from your server has vanished? Please you need to improve your after-sales service.

I just feel cheated by Ultra mobile. They did a promo of 50% off a new sim in January. I got the sim for 6 months service plus 6 months extra. However, their receipt says nothing about the extra 6 months, so I knew something was fishy. When I try to activate, they said their system was down, so for a week I could not activate the sim. I traveled and when I came back, they said I needed to have activated the phone within 45 days of purchase in order to get the extra 6 months of service. First, they didn't mention that when they did the promo. Second, Their system was down when I tried to activate the sim within 45 days. So now, I didn't get what they promised.

Ordered a replacement SIM card, and wanted to return right after receiving it (reason: rediscovered my old SIM card). Filed a replacement request over phone the very next day, made sure that the new SIM card remained unactivated and unremoved from original packaging (other than opening the *** envelope to confirm the number). After a couple of days, the replacement request was denied without any further reason given other than "it's out of our refund policy." Asked for clarification via email and *** email was never answered, *** was just replied with the same single canned message. No matter how friendly the outsourced call operators are, the company seems to have lost its capacity for providing fair customer experience. Planning to switch as soon as my current term expires.

I just got off the phone with an Ultra Mobile rep who said she would call me back in five minutes to test whether or not my phone is working correctly and she never did. She could hardly speak English so the little help that she did provide was hard going. This is not the first time I have had this issue with Ultra Mobile. Most reps have such thick accents or speak incorrectly so as to completely baffle me. I was trying to determine why I am not receiving text messages. She was supposed to help me sort through the issue, a basic customer service request that one should feel free to make of the wireless carrier they use year in and year out. The customer service factor is simply too much to overlook and I will be switching providers. I enjoyed a few years of unlimited calls and texts to other countries but now I'll just have to connect online instead because this is just terrible customer service and I'm still paying over $250 a year to be treated basically like I don't matter at all. It's a sad situation. Goodbye, Ultra Mobile.

Ultra mobile changed my cell phone number WITHOUT my consent or authorization after reporting to them that the number they assigned me originally was on another account.. they insisted that it wasn't and that their system is not capable of doing that.. i showed them proof with a screenshot of my number being called to a different phone from another device.. an ULTRA representative by the name of Sindy Santos changed my number..without my consent or authorization.. I had this number for almost 20 years and linked to several online and business accounts and as result, it hindered my business and personal connections... they told me that they wouldn't be able to change it when it was only 30 minutes since they switched it and the number was unassigned. This company is the worst I ever encountered.. .. and we know it because of the corporate greed that exists within the top echelons of their corporation at the expense of their consumers and untrained low skilled labor force designed to take the brunt of these complaints.. this company needs to dissolve and file bankruptcy if it already hasn't ...they need to be gone .

UltraMobile has worked well for me and their customer service has been helpful. I have been able to talk to humans, and they have generally known how to answer my questions. Most importantly, my concerns don't just get lost in the system. Recently, I was astounded (in a very positive way) that they quickly issued me a refund when I mistakenly recharged the wrong SIM card. The rep on the phone told me he would have to submit a refund request, which led me to think that my request would simply be lost in the system. But, lo and behold, three days later (in spite of the rep assuring me it would be three weeks) a refund appeared on my credit card. Nice work, Ultra! You actually made me feel seen, an unusual thing for a business serving so many customers! As far as my overall experience with the product: The online interface is pretty straightforward. I find it easy to manage my account. I can use my data plan as hotspot, unlike many other prepaid providers offering low cost data. And the data is very inexpensive! It easily outcompetes the mainstream brands. My only qualm is that there are a few places where the online interface falls short. I can't see how much data I have used in a period, only whether or not I have used it all (I suspect this is intentional and important to their pricing model). When I tried to active a new SIM using the same credit card as a defunct account, I got a cryptic error message (e.g, "something is wrong...") whereas an error message like "if you have an existing ultra account, you must activate your SIM as a replacement SIM for that account." Still though, for the price these are very minor inconveniences.

Date of complaint: 18 Nov 2021 I have purchased an Ultra Mobile Sim Kit from Best Buy, and before opening, I had questions about if this item was correct for usage through Ultra Mobile Chat through their respected website. Support Agent *** was connected and my question was to see if this is the correct Sim Kit with a Free 7 day trial with the picture of the product attached to the chat before opening up the sim kit since Best Buy does not refund any opened items. I have asked the question and *** replied, Correct, Once you finish the trial sim youll get the option either to transfer exiting number or keep trial number, and the chat ended. After that, I have opened and followed the instructions given by *** but the instruction on the website to follow does not accept the 11 Digit ACT code hence it was only 10 digits on the Sim Kit. I have reconnected to the Ultra Mobile Chat and spoke with *** about the situation and get further assistance. *** replied, Yes! I can see it, actually, I just confirmed that the *** card that you have is a different one, that is why it doesnt have an activation code, it is a regular *** card with no plan on there so is asking to be activated and to choose a plan for the whole month. The associate who represents Ultra Mobile couldnt own up to their mistake by providing me a correct item to purchase at the start causing me to lose my own money by purchasing something I was told it will work. After a long chat conversation I was directed to *** supervisor Jazmin *** instructed me to get the refund at Best Buy for the purchase which was not helpful since it was already discussed that I couldnt return it hence its opened. After Jazmin *** started to throw links of terms and conditions that they dont make refunds for third-party vendors' purchases and buy another different sim kit through amazon.com. I do not know how many people that I need to speak through their chain of hierarchy but it seems that they wont compensate at all for the false information they provide. If this type of service is what the company values, I wouldnt want to have business with them and would like to put out to the public consumers about this company.

Hi, I am Faraz my mobile number [protected],I came from London on 12th december. Bought the ultra sim for $60 as it says unlimted on the packet. But today i was in middle of Newyork suddenly I have got message saying that my internet has been finish but I bought unlimited. Also I have called the customer service they weren't helpful at all. I am pissed off because coming from uk I didnt expect this kind of customer service for Ultra mobile. I am going to attach my bank transaction also the sim packet. My email address is [protected]@gmail.com. I hope i get a resolution for it.

I have recharge my ultra mobile prepaid plan on 08/14/2023 at 10:48AM through simple mobile , but my line was deducted and not recharged till now. I have file a complaint in simple mobile also. They resolved the issue by saying this: We confirmed that your payment was sent to Ultra Mobile. However, we have found that you have paid for incorrect plan. Your number, [protected] is under the Ultra $24 Monthly plan, but you have paid for $19 Monthly plan. That's why your plan is not active at the moment. Please contact Ultra Mobile customer service to change the plan to $19 Monthly plan. Your Ultra Mobile account has $19 on account balance.

Kindly return my money back or I will pay $5 more yo continue the service. Kindly resolve this issue

Thanks and regards

Hi,

I purchased Ultra Mobile Sim Card through your website with Order Number UM135902. But subsequently, when I am trying to activate it(08/12/23), I am unable to do so. The information on the SIM card(file attached) clearly states the following:

SIM Code: 9FFF392EB93

Activate by date: 07/02/2024

The chat representative was of absolutely no help(he mentioned that I have to activate within 45 days). I have no idea where this 45 days is coming from since the SIM Card shows Activate by date: 07/02/2024. Please note that I already paid $ 120 for this service and now I am unable to activate it. The card activation date is what I have been tracking since I purchased this card.

I am looking for some resolution to assist with this issue.

On July 17, 2023, I got a text message from Ultra Mobile, telling me that my play would expire July 20. I had $15 in my Ultra Mobile "wallet" but that wasn't enough to cover the cost of the "Walmart" monthly plan I was on. This text from Ultra Mobile (in June, after I added the initial $15 to the wallet) shows that balance:

============

Ultra Wallet Balance: $15.

INTL Call Credit: $0.

Renewal Balance: $0.

INTL Roaming: $0.

Your Ultra Walmart 3GB | 1 Month Ultra Plan expires on Jun 19, 2023 at 11:59 PM PT.

============

I received a separate text from Ultra. I've cut and paste it here:

============

Your Ultra Mobile Plan expires 7/20/2023 at 11:59 PM PT. Please make a payment of $4.88 plus applicable taxes and fees to maintain service. Renew at https://my.ultramobile.com/t/CV9PSsNVcoP-hm/recharge

============

So, even though they're explicitly telling me here that I can make a payment of "$4.88 plus applicable taxes and fees" and that doing so will allow me to "maintain service," I found that to be patently false. As soon as I try to actually make that payment, I'm informed that the minimum amount I can add to the wallet is $10 (actually $11.21 once they've added their "taxes and fees"). So, their email was effectively a bald-faced lie, which apparently, they routinely tell their customers.

So, now my wallet has a balance of $25. Since my monthly Walmart plan costs $21.52 (after taxes and fees), I am now allowed use my wallet balance to pay that $21.52 for my next month of service, which begins 7/20/2023. The transaction appears to complete without a hitch. The screen shows that the $21.52 was deducted from my wallet balance of $25. Then I get this text from Ultra Mobile:

============

$10 has been added to your Ultra Wallet. Add more 5G • 4G LTE Data or INTL Call Credit at https://my.ultra.me or text UPINTL or UPDATA to 6700.

$19.88 has been credited to your Renewal Balance. It will be automatically applied to your next monthly renewal on Jul 20, 2023.

============

Everything looked fine, but soon after all this, I see that my bank has just sent me a couple emails showing charges on my debit card from Ultra Mobile for ($21.52), along with the amount ($11.21) which I had just added to the wallet so that I could use it to pay for my plan.

So, obviously, something had gone wrong, or maybe it was intentional, I can only speculate, but basically, Ultra had asked me to make a small payment into my wallet, telling me I could then use my wallet funds to pay for my plan. Next, they tell me that they were lying to me, and that actually, they need $10 plus taxes and fees for the wallet. So I pay it. Next they tell me I can use those funds to pay for the plan, which I do. Next they (absolutely without my permission) charge my debit card for the plan payment.

Next I do the online chat thing with their customer service, and they lie to me by telling me that I cannot use my wallet funds to pay for a Walmart plan. I reply back that I was asked to make a payment into my wallet so that I could use my wallet to pay for my plan (see the text above, asking me to make a payment of $$4.88 into my wallet), and that I have the proof.

Next, I called the number provided by the chat person, and the person I spoke with told me that they were aware of a system problem which was charging people's cards, even though they had sufficient funds in their wallet, and they were applying those funds to pay for their plans. When I said that I needed that mistake to be corrected by cancelling the charge agains my debit card, or by getting a prompt refund, he told me that he could not refund the amount paid, because I had already used part of the plan. I told him that he was incorrect, given that the plan would begin on 7/20/2023 (two days from now). Later he repeated the claim that he could not refund the bogus charge because I had already used part of the plan. I had to tell him the same thing again, that he was wrong, since the payment was for the next monthly period, which had not even started.

What a mess! They have a broken system, (presuming that it is not actually a scam) which asks you to send them money, promising that it can be used to pay for your plan, but knowing full well, that their broken system will take your money (after lying to you) tell you that you can now use to use it to pay for your plan, act like it's doing exactly that, lie to you about the amount being taken from your wallet, then surreptitiously charge your bank account again for money you have already paid (into the wallet, to use to pay for you plan). They they will lie to you if you contact them to report what happened and get your money back. It's outrageous! They are dishonest before they take your money and after they have taken it. Liars on the front end as well as the back end.

I am with this phone company more than 4 years my phone was hacked by someone, I reported 100 no one never do nothing they switch my number to another name, now every time I call someone recorded me, because I am in worker compensation, someone keeps stealing everything I got, and used this phone number to hacked on my identity [protected]

I ordered 2 SIM & service cards from ultra Mobile on 5/1 the funds cleared the 5/3. Before ordering I confirmed that the serial numbers to both of the phones were compatible. BUT once I received them I tried to set up each phone but after 3 hours with customer service I had no luck with either phone. So I sent emails two different times, because by phone its always a 45min wait to talk to somebody so after no reply to the emails I called again on June 1st and waited the the hour to speak with someone and was told that I would get my refund in 2 to 3 days once approved after a 10 day review because it had been 30 days since my inital order even though I did not get them for 8-10 days after the fact. So I waited and still I never heard anything back, so on June 17th I called AGAIN and after over an hour they said they couldn't find any refund request so it took 2.5 hrs for them to create ANOTHER request for a refund and AGAIN said it would be 2-3days for the refund and im still waiti

Dear, I request reactivation of my line number. I was informed by Customer Support Chat that my line was blocked for suspected fraud, as per the attached chat record. The representative mentioned that issues could arise from bank actions, such as chargebacks under investigation. It's confirmed that dealer Batalha received my $90.00 payment via Zelle, as shown in the attached proof. However, the line remains blocked, and calls to the provided contact number go unanswered after lengthy waits. I seek assistance to resolve this. Thank you!

I am a client of UltraMobile for 7+ years.On May this year I have been outside *** and bought roaming credit for total of 70$. (20$+20$+20$+10$)Roaming credits enabling me to call to my family in *** and receive calls. (Not to confuse with Data)To my surprise all the money I payed vanished again and again from my account without me talking. or talking for few seconds)I am using the roaming for many years with the very same phone (very old), and this never happened to *** called to Ultramobile and asked for explanations. I asked from the associate to please check how many minutes I have called while I was abroad. He refuse. I opened my phone and calculated the seconds from the history. But he did not answer.I explained that I am using roaming for many years and it didn't happened. And again de did not answer.I begged, PLEASE explain. PLEASE check for your self and tell me how many minutes I talked. And he refused.Eventually, he disrespectfully shut the phone without warning.Please return me my 70$ you took from me.

FAKE REVIEWS AND ATROCIOUS SERVICE ! AVOID ! I paid for 12 months of service from ultra mobile $144.69 with unlimited calling and text and 2 gig data and calls to 80 calls countries.Since getting the sim the data did not work, the calls kept dropping and the call quality was terrible so others could not hear me. After wasting several hours on phone with no help and no service and managers failing to call back repeatedly i asked for a refund. I spoke to someone two days ago who failed to process the refund and then spoke to DOROTHY supervisor who raised a ticket and informed she would call back to confirm refund. She never did and I wasted more time calling customer services who had no record of the refund. I want my $144.69 refunded immediately. Ultra mobile is not legitimate. Others beware - the company is dishonest and the service is terrible. Utlra mobile is the same company as Mint mobile and they are a scam. There are plenty of other honest companies out there. What a nightmare. They simply cannot be trusted.

On 4/11/2022, I and my husband tried to transfer our mobile number from Ultra Mobile to Spectrum Mobile. My husband ported out his number smoothly from Ultra Mobile but, my one ***, account#: *** could not be transferred to Spectrum Mobile. My husband and me used the same address since we registered Ultra Mobile, however, Ultra Mobile refused to port out only my number to Spectrum Mobile due to zip code error. I tried both previous and current address. Even I called Ultra and made them sure to update my current address. But, I could not port out my number and they cannot explain why they have not released my number. While I kept trying to port out and failed to transfer my number, it passed the renewal date and I should renew my monthly payment on 4/14/2022 by $15. Still I cannot port out and my number is still tied up to Ultra Mobile. If I want to keep my number I have to use Ultra Mobile service. It is unfair and was unknown when I purchased this plan from Ultra Mobile. If I knew this port out service would be poor like this, I would not have used this plan from Ultra Mobile

We have a phone service plan for a full year, and we paid a full 300 dollars. Our account got suspended and we couldn't receive a call and we couldn't call anyone. We called in and the agent said we exceeded our minutes and accused us of using our personal phone number for business. On the plan it said that we had unlimited talk and call time, but they put us on a limit. We were recommended by someone in the company to use this plan because of the unlimited minutes. We told the agent that this was a false advertisement, and he agreed. They didn't solve the problem and blamed it on the system. This happened more than once, and they keep blaming it on the system. We were recommended to this plan by an agent when this problem occurred with a different plan. If there is an emergency with my kids at school, I won't be able to receive the call. Are they responsible for the cause of it? What do we do? We just want to be able to use our phone, and be able to use it everyday. Its a simple request but the agents didn't solve it, and hung up our phone twice. If they don't let us be able to use our phone to call people, we want the refund of the amount we paid.

On March 10th, 2022, I bought a 3GB SIM pack from Ultra Mobile website for Order number UM113176, for a 3GB Data Kit 3-month-plan for $74.04 including taxes. I contacted the merchant on March 16 to activate the SIM and they explained that my phone was not compatible. There was no mention during the purchase on March 10th that there might be an issue with my phone. I used a previous SIM card from Ultra Mobile until December . After which I was traveling and discontinued service until March 14, 2022. It turns out Ultra Mobile updated their SIM cards for the 5G network. They didn't disclose clearly on the purchase page to check for compatibility prior to purchasing the SIM, as it turns out my phone is not compatible with the new SIM card package I purchased. When I called Ultra Mobile, they refused to resolve the problem by accepting the return of the SIM card and reimbursing me for the purchase. Alternatively, I asked that they transfer my plan (3-month package) to my previous Ultra account (the SIM I was using until Dec 2021) which they refused to do as well, claiming it was not possible. I want to be reimbursed for my purchase and return the SIM card I cannot use.

I terminated the UltraMobile service after less than a month. I paid the first month service but they would not return the money I put in the Wallet which was to pay for subsequent monthly services. My number with UltraMobile was ***.UltraMobile created something called "Wallet" to *** consumer's money without informing them that the money will not be refundable. And this practice is probably only agreed and informed within their accounting department. Because after the representative gladly issued the credit on the Wallet back to me, the actual refund was denied by the accounting department. When they argue money in the Wallet are money already used to purchase service, they are abusing the usage of Wallet. Because money in the Wallet are used to pay subsequent monthly services which are not due yet. If they want to define Wallet differently, they should have warned consumers that money deposited into Wallet are not refundable. Then I am sure people will not freely deposit money when they do not need the money yet. There is no place in their term and condition that states money in Wallet is not refundable. https://www.ultramobile.com/mobile-plans-terms-conditions/

On 11/9, a wireless service plan featuring 'buy 6 month get 6 month free' was purchased at $113.42. On 12/2, the plan was activated. Before activation, ultra mobile website showed great coverage with my address and phone model. However often got "No service available". Had to reboot phone or reinsert SIM card to get service back. "No service available" got more frequently seen, contacted customer service on 2/1 (or 2/2), the agent told me my area did not have good coverage, and no fix for "No service available" issue. After confirmed with her that I could get refund for the remaining unused 4 months, she submitted refund request for me, and I started process to switch back to my old carrier. On 2/6, transferred back to my old carrier. Called in week later to check the refund status, the agent submitted the request again. On 2/28, called again, the agent told me the refund request was rejected due to passed 45 days deadline. Transferred to supervisor, same answer, though expressed sorry for my situation - online showed great coverage but in reality poor coverage, incorrect information on the refund provided by agent. So $113.42 was spent just for 2 months (with poor service) instead of 12 months. Thanks!

In July, I began a phone service plan with Mint Mobile. I came over with my own phone and was sent a new sim card. It did not work in my phone and I was sent two more. I was told to go into a service center used by Mint to ask for help. The rep said I should switch to Ultra. Ultra was the parent company and each time we called Mint, the recording would say, "You've reached Ultra Mobile." I paid for a year in advance in order to have a cheaper plan. I was given a new sim card at the store. The phone worked for local calls. However, from July to now, I have had nothing but problems with Ultra. I was told that I needed to buy a phone from Ultra which I did. However, after three different sim cards, I still do not have a CONSISTENT wireless service. I have called numerous times to inform Ultra that the brand new phone-1) Cuts off when traveling in my car, 2) Does not work in rural communities of Michigan, 3) Often will not allow for calls or texts-says "you are not on a registered network. 4) Does not allow for data use only works with WiFi. All that I ask is a refund of the remaining months of service. I have called Ultra almost daily since July to complain about the lack of service. They have basically said that they have my money now, they don't care about poor customer service and this is out and out fraud. I would like my money back for the months of December to June so that I may go to a reputable company that will have working phone service in the state of Michigan.

I was a loyal customer for over 8 years! Very recently, on December 28, I switched my number from Ultra to T-Mobile. I had been enrolled in auto-pay for a long time, with a 3-month payment plan set to renew on December 24. However, on December 22, I called Ultra to get my account details for the switch and requested cancellation of auto-pay since I was changing services soon. This wasn't done, and on December 24th, auto-pay was processed, renewing my service for another 3 months. The charge was pending on my credit card, preventing immediate dispute. After switching, I couldn't access my Ultra account and customer support refused to refund any money for the 86 days of unused service. They promised to escalate the issue but never called back. My credit card dispute was also denied by Ultra. Despite being a long-term customer and recommending Ultra to friends and enrolling my wife, I am disappointed by their customer service and handling of my case.

I had purchased and used 2 phone plans with Ultra Mobile since 2021 with no issues. In January, I decided to switch phone providers (for work reasons), and I called customer support to terminate at least a couple weeks prior to the start of the next renewal cycle (note: there is no way to terminate and transfer a number without actually speaking to customer service). I called customer service to terminate my services, and I transferred one of the line to the other provider. I no longer need the second line number. The customer service person I spoked to told me the plans were canceled and it was a good process.On Feb 20, I was charged an additional $135.40, Apparently the customer service rep did not actually close the account, and the auto-pay was triggered on the line that I did not move. When I called customer support back, they said they could not do anything but that if I disputed the charge with the card company this would resolve the matter (This turned out to not be true and at that point customer service could have reversed the charge). *** is trying to overturn my dispute saying that had a contract right to charge me even after I was told by their service representative that the services were terminated. This is fraud and deceptive practices. They should have informed me if I need to go into their system and take more actions to completely terminate their services. Customer support was deceptive by telling me to dispute the charge even though they could have taken the charge off. Customer support is an international call center with no ability to speak to a higher level manager.

Back in November I purchased the six month plan with six month free plan through Ultra Mobile. It was my plan to see how this plan would work and I could then continue using the service. All was going fine until the six months were up at the end of May . As of June 1st my phone service was canceled and I have been calling the company since to get it turned back on. The first time I called on June 1st it was promised that my phone would be back on within 24-48 hours. Unfortunately that did not happen. Two days later I called again and was told the same thing. The third time I called and spoke with a supervisor who informed me that it would be taken care of within five to ten minutes. Unfortunately my service was still not turned back on. I called again on Friday, June 5th and was told again by a supervisor that within five to ten minutes it would be back on. Since this was a weekend I had to wait until Monday, the 8th to call again. I spoke with the company twice on this day (I was even told I would be given a $5 credit for all of the aggravation). The last supervisor actually disconnected my call at 9pm (the time that they leave for the evening). First thing this morning I called again but this time I was told that it would take 24-48 hours and I should never have been told it could be done right away. It should have been done right away since it was their error. It seems that everyone in the company is on different pages - each call cost me 30-45 minutes of hold time with different responses every time. I believe this company owes me a refund or my six months plus an additional 3-6 months for this unjustified interruption.

Back in 2021, I subscribed for certain services and a 50GB mobile data plan with Ultra Mobile / UVNV. Everything was working fine with no complaints. Eventually, the plan was discontinued. On February 26, 2022, I opted for a similar plan with another provider and paid using my bank card (confirmation listed as 2022 40GB Plan). On March 6, 2022, my internet stopped working with a '10GB Limit Reached' message (screenshot attached). Consequently, I upgraded to the best available plan, which offered 60GB of fast data. Upon upgrading, I noticed a charge of $132.81 on my card. This prompted me to review my bank statements, where I discovered charges of $132.81 on March 6, 2022, and $505.02 on February 26, 2022. The Ultra Mobile website does not clearly disclose the charge amounts, which was surprising as I was previously billed monthly (bank statements and order IDs attached). On March 7th, I contacted Ultra Mobile's customer service for refunds of the two charges but was told nothing could be done. That same day, I sent a letter to UVNV customer service requesting a refund (copy of the letter and proof of delivery for March 9, 2022, attached). On March 22nd, after reaching a 20GB limit on my data plan, I transferred my phone number to a different carrier. The following day, I called UVNV again, and after verifying my information, they confirmed I would receive a refund and asked for my card's first 6 and last 4 digits. The representative stated the transaction would take 48 hours. As of March 31, 2022, I have not received the refund, and UVNV customer service has been unable to assist. I am seeking help with this issue.