Only good if you never need support
Great, wonderful service from US Mobile for years, my phone NEVER got the 5G. They developed an overreaching big brother micromanaging policy that every employee has regurgitated to me in every complaint. They want to keep my account secure. Great, I'm all for a secure account. But when the overbearing company and associates decide that they are my bank, or more important than my bank, I had to draw the line. It wasn't too bad getting verified when I used chat for an issue. They asked the usual questions about address and such. Things got out of hand when I bought a phone from US Mobile and the purchase was blocked by their staff. My daughter's phone broke and she needed it for her business. I felt buying a phone from the carrier was the easiest way to get her a phone quickly without activation hassles. WoW, was I wrong! Even though I logged into my account with 2 factor authentication from MY phone, used my correct ID and password, and bought a phone on MY account with MY credit card that was on file on MY account, their staff blocked the purchase. I went about my business for days, expecting a phone to arrive quickly. Not so fast. I checked for shipping status on the 3rd day to get the tracking number, to find an email from US Mobile saying they had blocked the purchase and wanted to know if I was buying that phone with my credit card. THEY ARE NOT MY BANK!!! Of course I was buying that phone with my credit card on my account because I was ALREADY verified by logging into my account with 2 factor authentication from a code sent to MY phone!!! And also verified by their cloudflare that I was not a bot! How many bots perform 2 factor authentication? What are they thinking other than wondering how many ways they can delay and irritate customers? So my daughter did not get a phone in a timely manner. In fact, there was NO response from the idiot that blocked my purchase after I responded to his email trying to verify if I was using my credit card to buy a phone from my account. Then I went through the 3rd degree in chat asking about my phone purchase and the ridiculous blocking of my purchase. I'm cursing here. I had to ask for a supervisor, who was no help. They blamed company policy for protecting my account. That's ridiculous! How can you let me or anyone access their account online with 2 factor authentication, but when getting support you want every detail of the account profile including the credit card number? And the entire time I have had an account with US Mobile, NO ONE ever used the 3 security questions that I set up when the account was created! Fast forward 2 months to the final straw. My registered email quit working. No help from the email support team, I guess their email wasn't working either. Broken email. I changed to a different email provider. I changed my email address with 12 companies in 14 minutes, including 3 banks and a stock broker. Come to US Mobile to change my email address. Log into my account with 2 factor authentication using a code sent to my phone. Get past the Cloudflare blocker that checks if I am a bot that uses 2 factor authentication. Go to my profile... US Mobile does not allow users to manage their own email contact. THEY ARE NOT MY BANK OR MY BOSS. Okay, I had to call one of the banks to change my registered email address. No problem. Took 30 seconds. Not at US Mobile. The chat associate wanted every detail of my profile account, including the credit card on file. After 20 minutes of his 3rd degree, I stopped him at the credit card request. NO ONE asks for my credit card number when I'm not buying something. I asked for his supervisor, who ALSO wanted my credit card number. After wasting almost an hour being grilled in chat for personal information, NEVER using my security questions, I was DONE with US Mobile. At that point the supervisor offered to use my security questions, but by then it was too late. If all that wasn't bad enough, their system and porting staff did everything they could to block one of my lines from being transferred away from US Mobile. I wasted over 10 hours of my time over 2 days with phone calls and chats and emails and messages to X complaining about their refusal to release one of my lines to another company even though the account number and transfer PIN were properly provided. Half that time was spent on the phone and in chats and email with the new carrier trying to get US Mobile to release my line. US Mobile kept asking for information including the new carrier name and SPID number. The new carrier support person did not know the SPID number. It turns out that number is not required to port a line to a different carrier. Bottom line, if you don't mind wasting 20-30 minutes verifying every part of your account each time you need support, and more, go for the micromanaging US Mobile but don't try to leave - they won't let you.