Complaints

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:10/21/2025

  Type:Billing 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 keep receiving marketing emails from helium mobile. I'm not a customer of theirs, I requested for my account to be deleted. They keep telling me they don't have an account under my email address, but then say they will walk me thru how to unsubscribe. How are they sending me emails if they don't have my email address? And how can I unsubscribe if they don't have an account for me? How can I be subscribed? It doesn't make sense. They're lying to me and refusing to delete my account. I am not and never will be their customer and I want my account deleted!!!

  Business Response

  Date: 10/23/2025

  The initial signup of the account opted the email address into marketing emails and campaigns. The customer contacted our support team in October 2025, and after a brief interaction and clarification, the profile was located, unsubscribed from all marketing emails, and the profile was deleted. This email address is no longer associated with any account or profile and will not receive any additional emails unless a new account is created in the future.

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24044240
  
  I am rejecting this response because:

  I absolutely did not opt in for marketing emails. I NEVER DO, nobody likes junk mail, so unless it's hidden somewhere in your agreement, that is a blatant lie. And I don't see hownyou could have "located my account and deleted it" when your customer service **** "***", told me numerous times she couldn't locate my account - even though you're somehow sending me emails. Doesn't add up. STOP TRAPPING AND HARASSING PEOPLE, that will NOT get you customers!!!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/15/2025

  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.

  I have used Helium since the end of May. The port in process was a little rough, but it got done. I didnt have any issues until I stopped receiving incoming calls and certain verification code text messages. I contacted them about this multiple times and was told there was work being done on the service in my area. I waited a week and still nothing, so I attempted to switch carriers. It wasnt until I attempted to switch that we discovered my phone number was snapped back by ***** After talking on the phone to **** four times, I was told the phone number issue was resolved so I tried switching again today. Still didnt go through, still giving same error. Helium is now saying theyre having the same issue. I keep getting told theyre waiting on the back end team and that my situation continues to be escalated and marked high priority, however, I have been without a phone with zero progress since the evening of 8/13/25. I need to stop being given the run around and actually receive a solid answer and/or have the situation fixed.

  Business Response

  Date: 08/28/2025

  We looked into this situation which appeared to be an issue with the carrier service in the customers area. We contacted the carrier on 7/31, who indicated that they were working towards resolving the problem and restoring service. Rather than further troubleshooting the issue, the customer canceled their account. If the customer wishes to port out their phone number, information can be found by logging back into their account or by contacting our support team.

• Initial Complaint

  Date:08/13/2025

  Type:Product 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 signed up for service on June 5. 2025. The first instance was involving Cloud Points. I never received on my anniversary date. I was on the Free account at the time. In everything I read at the beginning making sure everything I was following the requirements and one is to make sure to opt in to location sharing. Which I did. When I complained I was told my location was turned on. Which it always is. Then i told I wasnt opening my phone up enough in any location i was at. Was also told that mapping and location sharing are identical. Theyre not. So I never got those points Now for this time around I made sure to at least upgrade to the next plan which has the option not to location share. The only plan that requires to share is the Zero plan. I sent my complaint in again before I had chance to verify myself with the code they send, I received a second message stating that the requirements were not met after looking into my account. Sounds fishy. So I sent screenshots of the last 3 months 1 showing the Zero Plan and 2 showing my upgraded plan. Also i sent screenshots of where states that the free plan is the only one required to opt in to location sharing. I still have not heard back from anyone and its been over 14 hours.

  Business Response

  Date: 08/22/2025

  In order for points to be awarded, an account must be open and in good standing. The account was past due. As a one-time courtesy, we awarded the points. See Cloud Points T&C ***************************************************** under How you could lose your Points.

• Initial Complaint

  Date:08/11/2025

  Type:Billing 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 paid my August Helium Mobile bill on August 10, 2025, using their Pay with Crypto option. The bill was due August 9, 2025. The payment was only one day late.Helium Mobiles system applied the payment to my next months bill instead of the current bill and refused to make an exception or refund the payment. I was informed that if I didnt pay my current bill another way, my account would be canceled and the crypto payment forfeited.This policy was not disclosed before I made the payment and is unreasonable. I am essentially losing funds without receiving the service I intended to pay for.I am requesting that they either apply my crypto payment to my August bill or refund it so I can pay another way.

  Business Response

  Date: 08/20/2025

  For our legacy plans, we have a feature that allows our legacy users to pay their monthly subscription using cryptocurrency.  Our terms regarding this Pay with Crypto feature can be found here: *******************************************************************
  As noted in the terms:
  After your prepaid period ends, if you have not re-credited your Supported Digital Assets balance, your account will automatically switch back to the credit card you previously placed on file, or any other credits on your account (e.g., Refer-a-Friend credit).
  We additionally have an FAQ regarding the feature that is available for legacy users.  In the **** it does state that accounts must be up-to-date in order to apply a Pay with Crypto payment, and will apply to the following invoice, as seen in the below screenshot.  This can be accessed directly in our support documentation while logged into the account.
  We attempt to make this as clear as possible, as its not strictly a policy but a limitation as well.  Our payment process is unable to change the method of payment (from credit card to crypto or vice-versa) after an invoice has been created.  An invoice created with a credit card as the method can only be settled by a credit card. This is why a cryptocurrency payment can only apply to an upcoming invoice rather than a past-due one.
  As a one-time courtesy, we were able to grant this customer one free month, marking the past-due invoice as paid.  The crypto payment remains unused and will apply to the next months subscription.  In the future, if an invoice is created prior to a cryptocurrency payment being accepted, the invoice must be settled with a credit card.  Cryptocurrency payments will only apply to upcoming invoices.
  

• Initial Complaint

  Date:07/22/2025

  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.

  Helium mobile came out with a referral program and they have a rewards store where youre able to redeem points for gift cards. On May 30 I redeemed one gift card. It was pending for a month until I got an email that it was canceled. I had also in that time redeemed another gift card that was also canceled. When talking to a customer service, they said that I violated their terms of conditions, but cannot show me proof or explain any further when I said I didnt do anything. I am not the only person that they have done this too, so I really want them to keep their word.

  Business Response

  Date: 08/12/2025

  Upon review, we found that during the accounts history the customer had successfully redeemed $695 worth of gift cards, with such redemptions stemming primarily from our referral program. We also found that at least two of the customers referrals were invalid, so in accordance with our terms and conditions those referrals did not qualify for redemption and the related gift cards were cancelled. The Referral Program terms can be found here: ************************************************************ and the Cloud Points program here: *****************************************************. This account has since been cancelled.
  

  
  

• Initial Complaint

  Date:07/01/2025

  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.

  I have had the helium mobile app for a little over 3 months now. I absolutely loved the app for giving me a second phone number to use, even on a free plan. At the time I joined, the referral program was $10 for me and the referral who signs up and activates the eSIM, physical sim, etc . So I started to refer people, as I am an app guru who promotes referral programs pretty often. The rewards came pouring in and of course it was lovely. Id redeemed with ease and accumulated a great number of points. These came in handy because I am a stay and home mom and I was able to get things such as food, clothes, and necessities for my kids and I. On June 30th, I attempted to redeem a chipotle gift card back in May and realized that it just constantly said delayed. They told me that it was because the rules changed and that I had to have the account for 90 days before I could successfully redeem again. They informed me that on June 21st, would mark my 90 days. So on June 21st, i attempted to redeem a $100 Amazon gift card. DELAYED. It wasnt until YESTERDAY, June 30, 2025 that my chipotle card was rejected yet no points were put back into my balance. On their cloud store, a $20 chipotle gift card is worth 1000 points. Never got them back. Still havent gotten the Amazon card either, but those points were sure taken from my balance. An ****** gift card is 5000 points. Once I messaged them again, they said that everything was being reviewed and escalated but still, no real updates. So today, when I sent the screenshot of my chipotle card being rejected, all of a sudden its because I was so called being fraudulent? When I have never done anything fraudulent with the app ever. All I did was refer, and then more points came from people referring under me. I wasnt even given proper reasoning for why this happened, and then I was dismissed. I deserve what I earned. I brought so many people to this app and company. This is completely unfair and I will attach proof.

  Business Response

  Date: 08/12/2025

  After reviewing the account, the redeemed gift cards were delivered to the customer via email on July 24.

  
  

• Initial Complaint

  Date:06/28/2025

  Type:Product 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.

  Company Name: Helium Mobile Complaint Type: Discrimination / Accessibility / Failure to *************** Customer Name: ***** J. ******* Email Address: ****************** Complaint Details:I am filing this complaint due to Helium Mobiles ongoing failure to accommodate a disability, which has made it impossible for me to successfully create an account using their required facial recognition system.Despite multiple attempts (including resetting the app and cycling my phone), I continue to encounter technical errors during the ** verification process. I have contacted customer support over 14 times, and each time I receive generic responses or broken linksresulting in a frustrating and unresolvable loop.I respectfully requested that Helium Mobile manually create an account using my email address (******************) so I can enroll in their Zero plan, and I offered to provide any identification or documentation needed to assist in this process.The company uses a third-party verification system ("Persona"), but its failure to function properly should not prevent users like meespecially those with disabilitiesfrom being granted reasonable access and accommodations.I believe this repeated refusal to offer a manual alternative constitutes discrimination under the **** I am asking Helium Mobile to do what I have done: cooperate in good faith to resolve the issue.Resolution Requested:I request that Helium Mobile:Create an account manually using the email address ****************** Contact me when it is complete Stop deflecting responsibility to third-party vendors and take ownership of account accessibility issues

  Business Response

  Date: 06/30/2025

  We require Identity Verification for all of our plans. Upon review, the customer had difficulty completing the verification process, trying several different email addresses, and reached out to our Support team. As of 6/30/2025, the customer is now able to proceed with account creation with the gmail address provided and is encouraged to reach back out to the Support team either via email at *************************************** or via Live Chat through the Helium Mobile app (after logging in) for any continuing issues.
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23532090
  
  I am rejecting this response because:
  
  
  Helium Mobiles response is factually incorrect. As of today, I am still unable to create an account using my Gmail address ********************* or any other email. No confirmation email has ever been sent to verify successful account creationso claiming that I can now proceed is simply false.
  The ** verification system is broken and is whats preventing me from creating an account. After more than 14 attempts, repeated technical errors, and countless generic replies from support, it's clear this is not user errorits a system failure. This process must be overridden by Heliums backend team in order to manually create my account.
  I am requesting the following, as a reasonable and appropriate resolution:
  Manually create an account using ****************************
  Set the plan to Zero
  Override the ** verification requirement, as the system is currently broken
  Coordinate directly with the third-party vendor (Persona) to investigate and fix the underlying issue
  Confirm with me directly once the account is active
  Deflecting responsibility to a third-party vendor, rather than resolving a clear accessibility barrier, is unacceptableand in my view, constitutes discrimination under the **** Helium Mobile is responsible for ensuring their system works for all users, including those with disabilities.
  I have made every effort in good faith to resolve this. Now, I expect Helium to do the samewith real action, not more excuses.
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/14/2025

  Upon further review, an account was successfully created on July 1st, and a SIM was activated on that day. A new SIM was provided a week later, and our records indicate that the service is actively being used, If additional issues arise, we can help through *************************************** or by using the chat feature online or within the app.

  Customer Answer

  Date: 07/14/2025

  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.
  
  Issue is FULLY Resolved, thank you "Persona" tech needs a tune-up not user friendly 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/24/2025

  Type:Product 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.

  Has a reward program where you can earn points and get gift cards. When they first started you had to wait 30 days to cash out. Ive cashed out once before. I tried to cash out today so I could eat and it has now changed to 90 days. They changed this and told no one. Because I wasnt aware of this I couldnt eat today bc I couldnt get this gist card..even admitted to changing policy without telling anyone.

  Business Response

  Date: 06/30/2025

  As part of our ongoing effort to maintain the integrity and long-term sustainability of the program, we regularly review the program and make updates as needed. While we do clearly state in our Terms and Conditions that program terms are subject to change at any time, we recognize that this doesn't make the adjustment any less frustrating. Your feedback is important and has been shared with our team. The full program terms and conditions can be found here: *****************************************************

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23513666
  
  I am rejecting this response because: The representative clearly admitted they were in the wrong by not communicating. Rather it was in the terms and conditions or not you cannot switch something up like that without giving people the proper warning. I want my gift card I rightfully earned. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 07/14/2025

  We appreciate the feedback. All accounts do have the same requirements for Gift card redemption, which is currently after the 90 day period gets met. If there are questions about when a specific account qualifies, please reach out to *************************************** or chat in with the support team and we can review the accounts start date.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23513666
  
  I am rejecting this response because: I dont care what your requirements are now for the gift cardsWhen I first signed up it was 30 days and I have already cashed out once without notice you changed itshould not have changed it for people who had already cashed out onceI want my gift card 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Helium mobile has a referral program where they give you points for gift cards. They tricked the masses into signing up and said after 30 days we'll give you the gift cards. They farmed and farmed new user but when the 30 days were up they told every user that it's now either 60 days or 90 days. They keep changing without being clear. Doubtful they'll pay at all. In their TOS it blatantly says that they must provide 30 day notice of changing the ways you can spend or obtain the cards and it's unlawful if they don't. I'm guiding more people that have complained to me after my social media post on how to do this exactly. There was zero notice and they refuse to acknowledge or correct breaking their very own TOS. I don't think they have the funds for the gift cards and are scamming new users signups to desperately save the company.

• Initial Complaint

  Date:06/21/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 am submitting a complaint regarding Helium Mobiles Cloud Points referral program. I participated in good faith under the stated understanding that referral points would become redeemable after a 30-day waiting period. I fulfilled my end of the program by referring users accordingly.However, at the 30-day ***** Helium Mobile unilaterally extended the redemption period to 60 days, and later to 90 dayswithout any prior notice, opt-in, or user acknowledgment. I received a response from the company stating that their terms allow them to change redemption policies at any time with or without notice.While I understand that a company may reserve the right to update its policies, changing key terms after a user has performed actions based on the original agreement is both unfair and misleading. The ability to change terms without reasonable notice or user consent does not override obligations under consumer protection laws regarding false advertising or deceptive business practices.This situation has caused confusion, wasted time, and has undermined trust in the program. I am requesting an investigation into whether this conduct violates fair business practices, and I ask that Helium Mobile be required to honor the original 30-day redemption promise under which I participated.Key Information:App: Helium Mobile Program: Cloud Points Referral Program Original Terms Stated: 30-day redemption wait Policy Changes Notified On: None (changes were visible only when attempting to redeem)User Response From **********************: Available upon request Thank you for your attention to this matter. I am happy to provide supporting documentation or screenshots if needed.