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:06/20/2025

  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 used my cloud points to get a 25 dollar ******* card and a ************************************* my cards yet have taken my points. I've contacted and contacted but cant get the issue resolved because of the lack of customer service with this company. I simply want my gift cards that they have taken my points for

  Business Response

  Date: 08/12/2025

  All of the redeemed gift cards were delivered to the customer; the last two (for $15 and $25) were delivered via email on June 30, 2025

• Initial Complaint

  Date:06/12/2025

  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.

  On June 9, 2025, my phone number ****************) was fraudulently ported out without my authorization from my provider, **********. After an internal investigation by T-Mobile (**********'s network provider), it was confirmed that the number had been ported into Helium Mobile by an unknown individual who likely used stolen account information (account number and PIN).I reported this as identity theft and a fraudulent port-out. Helium Mobile is now the carrier in control of my number. Despite multiple attempts to contact Helium Mobile through official support channels, I have received no successful action or resolution.I am requesting that Helium Mobile immediately:1. Disable or suspend the unauthorized account using my number ***************.2. Provide port-out details so the number can be safely returned to me, the rightful owner (**** ********).3. Report this fraud to appropriate authorities and cooperate fully with the *** and/or law enforcement to assist in resolving this identity theft.I am filing this complaint with the Better Business Bureau because Helium Mobiles inaction is putting me at risk of serious harm, including potential access to sensitive accounts that use SMS-based two-factor authentication. As a port-out fraud victim, I urge Helium Mobile to take immediate and appropriate steps to secure and return my number.

  Business Response

  Date: 06/30/2025

  We are very sorry to hear about the un-authorized port out from FreedomPop to Helium Mobile. We were able to get in contact with the ********** team, and once we received the necessary information verifying ownership, we were able to get the phone number returned to them, successfully ported back on June 20, 2025. We apologize for any delay in getting this resolved. Please reach back out to ********** directly if still needed as the phone number is under their control.

  Customer Answer

  Date: 07/02/2025

  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/12/2025

  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 Helium Mobile on May 8, 2025 and paid $0 for the free plan, expecting to earn and redeem Cloud Points after ***************************** their documentation and chatbot. The business committed to allowing point redemption after the first month anniversary.However, without any prior notification, Helium Mobile retroactively changed the redemption period to 90 days and applied this change to accounts like mine, created before the update. When I tried to redeem points after 30 days, I was blocked and informed of the new 90-day wait.Despite multiple attempts to resolve this directly with Helium Mobiles customer service, they refused to honor the original 30-day redemption policy and cited their Terms and Conditions to justify the retroactive change without notice.The dispute centers on Helium Mobiles failure to notify customers of a significant policy change and refusal to uphold the original terms agreed upon at signup. This change negatively impacts my ability to use rewards I earned and is misleading advertising.I saw the original redemption terms on Helium Mobiles website and received chatbot messages confirming 30-day redemption eligibility before the policy change was enforced.I have the equivalent of $50 in points that I had been looking forward to, and planning on for 30 days to redeem for giftcards of my choice, as stated in their app on the cloud store.

  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: 23458372
  
  I am rejecting this response because:

  I am rejecting this response because relying on the right to change terms does not justify retroactively applying new conditions without any direct notice to affected customers. This is a deceptive and unfair business practice. Helium Mobile marketed a 30-day redemption policy, which directly influenced my decision to sign up. Changing that to 90 days after the fact, and applying it to existing customers with no notification, amounts to a bait-and-switch tactic that undermines consumer trust and violates fair dealing principles. Helium Mobile has failed to provide any evidence of proper notice and refuses to honor the original terms, leaving this unresolved.
  
  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: 07/15/2025

   
  Complaint: 23458372
  
  I am rejecting this response because:
  They're completely dodging the core issue again. Just repeating the current policy and offering generic support contact info isnt a resolution, its a brush-off.

  
  

  I am once again rejecting this response because Helium Mobile continues to avoid addressing the actual problem: they retroactively applied a 90-day redemption policy to accounts that were created under a 30-day policy, and provided no prior notice of this change. Simply restating the current rule does not resolve the fact that I, and many others, signed up under materially different terms.

  
  

  This is not about when my account qualifies under the new policy, its about Helium Mobile refusing to honor the policy that was in place when I signed up. Offering to review my accounts start date changes nothing when the companys position is that it will not respect the original agreement.

  
  

  Im asking the BBB to recognize this for what it is: a pattern of deceptive and unfair business practices that deserves real scrutiny.

  
  

  
  

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/09/2025

  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.

  Dear *********** am writing to file a complaint regarding the sudden and unexplained cancellation of my Helium Mobile wireless service.I had an active Helium Mobile account with the phone number: **********. On or around 06/08/2025, I noticed that my service was no longer working. I did not receive any prior warning, explanation, or communication from Helium Mobile regarding this service disruption.I attempted to contact their customer support, but I have not received a clear explanation or resolution.This unexpected loss of service caused significant inconvenience, especially since I rely on my phone number for important communications.I am requesting that Helium Mobile:1.Provide a full explanation of why my service was cancelled.2.Restore my mobile service immediately.Thank you for your assistance in resolving this matter. I am also open to providing additional information if necessary.

  Business Response

  Date: 07/15/2025

  It was brought to our attention that this account participated in online activity that was a violation of the plans Terms and Conditions, more specifically one of items the Our Rights to Limit or *********** or the Service Agreement section as can be seen here**:** ************************************************************. As such, the plan was cancelled in accordance with this policy.

  
  

• Initial Complaint

  Date:05/31/2025

  Type:Sales and Advertising 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.

  This company is a scam! They have you refer people to get their services & then youre supposed to get gift cards. I have ****** points which is almost $500 worth of gift ************ said I broke terms and will not let me get what I earned. I referred over 100 people & when I asked them whats the reasoning they continued to say we cant provide the reason why steer clear of these scammers!

  Business Response

  Date: 06/17/2025

  Per our terms and conditions, the redemption of points requires the account holder and their referrals to engage in location mapping, which did not occur by either the customer or any of their referrals.

• Initial Complaint

  Date:05/28/2025

  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.

  Signed up for Helium Mobile on April 23rd 2025, passed their identity verification process and their referral program. I shared my invitation link/code with friends who joined Helium Mobile through the same process like I did. Their referral program is you get $10 in cloud points sign up bonus after passing the identity verification and installing their e-sim card. You earn $10 per referral ( direct referral) who sign up just like did and then you earn $5 from your direct referral's downline. After I signed up and completed the required steps i was credited with $10 in cloud points. Well I followed all their cloup points referral program terms and conditions as stated and invited friends of which their maximum number of direct referrals is capped at 10 referrals. My direct referrals also invited their friends. I waited 30 days before I redeemed my cloud points as per their terms and conditions. Today May 23rd 2025 when I redeemed my points for my choice of the gift cards I selected the gift card got delayed then eventually got cancelled. I then contacted support to enquire about the issue but only to be given; " let me relate your issue to the back team and was told my account was flagged by their fraud department. If my account was long flagged by their fraud department why was I being credited for referral sign **** And even more so why wait 30 days and tell me ONLY after I have requested to redeem my legitimately earned cloud points? And then lastly am told to continue use their free plan. What am sure of is that Helium Mobile doesn't want to pay me for bringing them new customers.

  Business Response

  Date: 06/17/2025

  Per our terms and conditions, the redemption of points requires the account holder and their referrals to engage in location mapping, which did not occur by either the customer or any of their referrals.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23371684
  
  I am rejecting this response because:

  1. In order for me to use their app it asked for me to turn on my location every time while using the app and I hope this applied for my referrals too but I cannot speak on their behalf. 2. Now they are coming up with an excuse not payout my redeemed points that I earned legitimately; why on earth would they award me points that I wouldn't redeem in the first place? 3. They have seen continue to award me points from my referral's downline even after cancelling my redeemed rewards and I since been told by their support that their back end team cannot disclose why they cancelled my $250 in ******* gift card rewards. 4. Why on earth would someone continue to award you points for a promotion that they are now saying I nolonger qualify for moving forward but yet they keep on "GAINING" new customers because of me? 

  All I want is for them to payout the $250 ******* gift cards that I redeemed. 

  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/24/2025

  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.

  Hi BBB, this company called helium mobile is trying to scam me off my reward. I joined helium mobile on April 24th, I activated my eSIM and everything. Then I got 500 points which is equivalent to $10. I then started to refer my friends on my social media platform. 500 points per referral, which I ended up getting. So it was their terms that I have to wait for 30 days in other to cash out the points for gift cards. Fast forward to may 23th, they just canceled my plan. When I was supposed to get my giftcards the next day. Now I contacted their and they are telling me I violated terms which I did nothing wrong I earned my referrals through sweat and also used the eSIM when I could. So I know I did nothing wrong and they just want to use me and toss me aside and pay me. NO **** I would stand for that. My pain is if they claim I violated something, they would have cancelled the plan since April 24th, that same the day I signed up. But no they waited for a day before the day I was supposed to exchange the points for giftcards. I waited 30 days for it, and Im not going to get anything. No! They should pay me what they owe, theyve have messed with my mental health honestly, I was hoping for this money, I placed all of my hope on it and should also pay for repercussions but let them pay me what they owe. I have ****** points which is like $230 worth of giftcards. The CEO of helium mobile is **** ******. I will provide the necessary proof. Thank you BBB. I really hope you will fight for me and I get justice.

• Initial Complaint

  Date:04/25/2025

  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.

  On April 11th 2025 I purchased an unlimited Mobile subscription from helium mobile for 30 dollars. Randomly my service was cancelled and after waiting a period of almost two weeks where I did not have any access to my mobile number and flipping through 3 service agents as the previous ones said they would update me and they never did, I received a delayed response, they said my service will be enabled again after reversing the dispute that was made. I offered to pay with a different card because I no longer have access to the service to pay and wanted to switch to their free plan however even that option is not allowing me to access this service anymore because of this. By my mistake I used the wrong card and I did not even use their number to nearly the amount I paid for, but that does not mean they dont let me repay with a different card because of that previous error. They have effectively blocked me from doing any business with them at this point and are refusing to allow me to pay them with a different card to receive continued service.I am willing to be cooperative, however after going back and forth with them they are not giving me any other option to do so.

  Business Response

  Date: 05/12/2025

  After reviewing the concern, it was found that the customer signed up for a free plan (called Zero) on March 18, 2025. On April 6 they upgraded the plan to a paid version (called Infinity) for $30/month, which provides unlimited talk, text, and data. On April 11, a dispute was submitted to our payment processor, ******, by the credit card issuing bank. The charge on the card was disputed as a fraudulent charge. As we take all credit card fraud very seriously, the account associated with the charge was closed as fraudulent disputes violate the plans terms and conditions, which can be viewed here: ************************************************************.

  Until the fraudulent dispute is resolved, we are not able to grant exception to take another credit card, as we need to protect both ourselves as well as credit card holders from additional fraudulent charges. It was recommended that the customer cancel the existing credit card dispute in order to resume service, which has not yet been done.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23250426
  
  I am rejecting this response because:
  

  I am willing to pay with a debit card, or go through any other means of repaying the debt, even though I used the services to a minimal extent and I was experiencing issues with the connection. I want to continue to do business with helium mobile but I dont have the ability to update my payment or change anything within the app to fix this issue, maybe an option to complete payment so there would not be this issue anymore.

  
  Sincerely,
  
  ****** *******