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've been a patron of a subsidiary of Tmobile for two years. My plan is prepaid, renewed every three months, and until recently, I've had no issues. However, in early August 2022, my phone stopped ringing and calls went straight to voicemail. I could still make outgoing calls. Since the pandemic, my personal phone doubles as my work phone, making incoming calls crucial. One day, I noticed a missed call that didn't ring through. I checked my phone's settings, but everything was functional. When I called my number from another device, it went straight to voicemail. Contacting customer service, they attempted to fix the issue by disabling call forwarding and resetting my phone, but nothing worked. They suggested my SIM card might be corrupt. Even after receiving a replacement SIM, the problem persisted. ULTRA claimed my phone was at fault for only supporting 2G, but my new 5G phone disproved that. A technician confirmed my phone was fine; the issue was with the service provider. After discussions with various supervisors and requesting a refund for the unusable service days, I was denied due to their no-refund policy (Ticket #CRT-41338). Since the fault lies with ULTRA MOBILE and not with me, I believe I'm entitled to a refund. I switched to another provider, and with a new SIM, my phone worked perfectly. I suggest ULTRA MOBILE should reconsider their refund policy to account for situations where they are at fault. Thank you.