Business Profile

Cell Phone Supplies

Simple Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Complaints

This profile includes complaints for Simple Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

419 total complaints in the last 3 years.
48 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/13/2025
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.
FalsE advertisement- Stayed on hold with the company for 4 hours. Employee's consistently lied, stated no supervisor. After waiting phone would disconnect from their end. Shut my phone service off even after it was PAID IN FULL. This was my business phone and It caused an interruption to my business
Business Response
Date: 07/01/2025
Dear **** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB case number ******** complaints.

Your complaint states that the business phone, for which you paid to receive service, was out of service and that you did not receive the necessary assistance despite reaching out for support.

Upon review, we found that your phone with the serial (IMEI)number ending in 1294 is under SmartPay Lease-to-Own program. The record shows that on June 12, 2025, your service was deactivated due to non-payment of your leasing agreement with ********. You disputed this report on June 13, 2025,stating that your phone is not with SmartPay and the account was reactivated.However, on June 14, 2025, SmartPay trigger another deactivation of your service because of non-payment. On June 17, 2025, you have decided to port out your number under reference number **********. The account currently remains inactive but the restriction was already removed.

We spoke with you on June 17, 2025, via phone at ************* and discuss the outcome of our investigation. During the call, we advised you to contact ******** to verify the status of your device. However,you stated that the device was paid in full and declined to reach out to ******** for further assistance. Additionally, you requested not to receive any further calls regarding this matter.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1322783297.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/10/2025
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 purchased a phone, an ** Rebel 4 through Simple Mobile on June, 9, 2025 and could not get it to set up due to an invalid sim card and everytime I tried calling the customer support number all I got was a busy tone, well thinking it was on my end I went and exchanged that one for a phone of the same model and had the same issue, this morning June, 10, 2025, I got through to a customer service representative and they informed me that some of the sim cards that are in the phones are no longer supported and I had to go and purchase one of their Sim Kits for it to work, so I obliged and purchased a sim kit only for it to do the same thing, I have been trying to get this resolved for the last two days but any time I purchase something else it is always a nonfunctional product or doesn't work how it's supposed to if it works at all, as well as a few months ago I purchased one of their $5 service add-ons through the My SimpleMobile app, to which it never went on to my available balance, when I called them and asked if they would refund the $5 to which they never did, then when I tried again to get the $5 add-on it did the same thing.
Business Response
Date: 06/27/2025
Dear ********* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a Simple Mobile ** Rebel 4 phone but were unable to activate it due to an invalid SIM card issue.Although the phone was exchanged, the replacement device displayed the same issue, even after you followed the customer service representatives advice to purchase a new SIM card. Additionally, you mentioned purchasing a $5 data add-on plan, which was not added to your data balance and no refund was issued for this transaction.

We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We attempted to contact you via phone at ************** and email at **************************** on June 12, 13, 14, 15 and 18, 2025, but we were unable to speak with you directly. You have not responded to our emails as well.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1322554491.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/05/2025
Type:Customer Service 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.
I am trying to get my call history for a specific date. tried online - no option. tried calling - held for an hour - no response.
Business Response
Date: 06/24/2025
Dear ***** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on June ******, regarding BBB Case number ******** complaint.

Your complaint states that you are trying to get your call history.

We spoke with you on June 9, 2025, via phone at ************ to discuss the status of your call detail record request. During the conversation, you confirmed that the matter has been settled. No further assistance is required at this time.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1322176170.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/24/2025

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:06/01/2025
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.
Send this to simple Mobile: This is the second time and I filed another complaint with the ***, I'm on the lifeline program after posting this month's amount ***** which is the correct amount, you automatically posted on the simple Mobile app. The full amount of ***** after paying the ***** amount! Is this gonna be a reoccurring issue that I have to f****** file every month with the *** this should be permanently fixed issue! The incompetence is disqusting so I refiled another complaint with the *** and if tiff isn't permanently fixed in seeking legal action as well for the stressful process you're putting me through! I'll be seeking higher tier complaint resources to get whoever is being stupid and keeps making this dumb mistake and getting those people f****** fired!!!!
Business Response
Date: 06/18/2025
Dear **** June:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are on the Lifeline program and your monthly payment is $31, however, in my account app the monthly bill shows $61.99.

As per our records, you applied and was enrolled in Lifeline through SIMPLE Mobile on February 7, 2025. You received the monthly $29 California Lifeline Discount.

Upon review, your account is active and provisioned in our system, with a $60 unlimited plan for 30-day access.Purchased history shows that you received the Lifeline $29 discount from March and April 2025. However, on May 1, 2025, you refilled the service and was charged for the full amount of $61.89. Thus, a refund was processed to credit back the $29 to your card, refer to ticket number ********** created on May *******. On May 31, 2025, you renewed your service, and we could see that the Lifeline discount was applied.

We spoke with you on June 4, 2025,via phone number (530)610-7961and informed you that the Lifeline benefits are attached and being applied to your next billing cycle. We also agreed that we would keep in touch with you to make sure that you will not be charged the full amount.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1322037870.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SIMPLE Mobile.

Sincerely,

Executive *********************
Initial Complaint
Date:05/29/2025
Type:Delivery 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.
Order placed through online store on May 23, 2025.Order Total: $270.79 iPhone 13 128GB - MIDNIGHT Quantity: 1 estimated delivery is 1 - 3 business days after ordering.The dispute is that Ive contacted Simple Mobile about my order inquiry, and was told that the phone unit is not available in our warehouse. Meaning that *** purchased an item that isnt available to me. how are they allowed to sell me a product that isn't available? Especially with payment already processed. I contacted customer support, and requested warehouse contact information, but was denied information. This isnt fair.
Business Response
Date: 06/17/2025
Dear *********** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.

Your complaint states you ordered and paid for a phone with the expectation that it would be delivered within 13 business days. However,you were later informed that the device was out of stock.

Upon review, we confirmed that you placed your order on May 23, 2025, for an iPhone 13, for which you paid $270.79. According to *** tracking number 1ZY902R60239632146, your package was delivered on June 2, 2025.The delay in delivery was due to an unexpected issue at our fulfillment facility that affected the processing of your shipment. We sincerely apologize for any inconvenience this delay may have caused and appreciate your patience and understanding.

As we checked, our records show that the phone was activated on the day it was delivered. The account is currently active and properly provisioned on the network. Additionally, the usage report indicates that the service is being actively used.

We spoke with you via phone at ************** on June ******, during which you confirmed that the device had been delivered and that the service was functioning as expected. At the conclusion of the call, no further assistance was requested.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1321958185.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/18/2025

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:05/17/2025
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 ASK TO GET A $28.29 REFUND TO MY ORIGINAL PAYMENT METHOD ON MY "SIMPLE MOBILE" ONLINE ACCOUNT (ACCOUNT # PROVIDED). I CONTACTED '********************' (SM) CUSTOMER SERVICE ON ******** AND THEN SM CALLED ME AND MADE ME WAIT 58 MINUTES ALTHOUGH I PROVIDED ALL THE **** AND NO REFUND. I TRIED INSTANT MESSENGER BUT BOTH IM AND WHATAPP REQUIRE A CELL PHONE THAT IS NOT PRESENT. I JUMPED THROUGH A LOT OF HOOPS AND JUST WANT A $28.29 REFUND.I PURCHASED THE "SIMPLE MOBILE" SERVICE PLAN THAT CANNOT BE USED ON MY CELL PHONE ...THE MOBILE NETWORK CANNOT BE FOUND. I TRIED REBOOTING 20X AND NO HELP. THE *** CANNOT BE FOUND. THREE+ HOURS HAVE BEEN WASTED. PLEASE REFUND ME PROMPTLY. THANK YOU.
Customer Answer
Date: 05/20/2025
I DID GET A REFUND (PENDING STATUS BUT POSTED INTO MY **** ACCOUNT) TODAY MAY ******* A.D.; HOWEVER, I ASK IF BBB COULD COMMUNICATE TO 'SIMPLE MOBILE' TO PLEASE DELETE MY 'PAYMENT METHOD' (A DEBIT CARD) FROM THE ONLINE ACCOUNT IN MY NAME. I WENT TO THE ************************** INTERNET SITE AND NAVIGATED TO THE PAYMENT METHOD TAB WITHIN MY ACCOUNT INFORMATION AND FOR THE 2ND DAY AND 2ND TIME, I GET A MESSAGE THAT I CANNOT DELETE MY PAYMENT METHOD. BUT I DON'T WANT THE PAYMENT METHOD ON THE ACCOUNT ANYMORE FOR SECURITY REASONS. THANK YOU.
Business Response
Date: 05/30/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting a refund amounting to $28.29 regarding an airtime plan you purchased but unable to use the service even after multiple troubleshooting.

Simple Mobile account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with you on 5/20/2025, upon returning our call via phone at ********** and discussed your refund *********** provided your account information and as we checked, the account is active with minimal service usage on its activation date. As a courtesy, after authenticating your account, we managed to process your refund amounting to $28.29, refund transaction reference number 43800320OAML08F2. Please know that this credit will usually occur within 3-5 business days depending on your financial institution, and you may contact them for verification of this posting.

If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1321044314.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/30/2025

Complaint: 23345343

I am rejecting this response at this time: (1) the REFUND IS COMPLETE, THANK YOU; (2) THE PAYMENT METHOD HAS NOT BEEN DELETED FROM THE SIMPLE MOBILE ACCOUNT AND (3) THE ******************** ACCOUNT WAS NOT CLOSED YET.
I CALLED SIMPLE MOBILE TODAY (AT THE NUMBER PROVIDED INCL THE * 1900; I TALKED TO A CUSTOMER SERVICE EMPLOYEE NAMED ********) AND ITEMS (2) AND (3) AS E*PLAINED IN THIS RESPONSE ARE BEING WORKED ON BEING COMPLETED.
WITH THANKS,
****** *********
Customer Answer
Date: 05/30/2025
TODAY MAY 30 2025, ******** WITH CUSTOMER SERVICE AT THE NUMBER PROVIDED TO ME (****** L *********) FROM SIMPLE MOBILE'S RESPONSE TO BBB (INCL X 1900) ACHIEVED REMOVING (DELETING) THE PAYMENT METHOD THAT WAS STORED ONLINE AT SIMPLE MOBILE'S INTERNET SITE IN MY ACCOUNT WITH ********************.
IN EFFECT, ITEM (2) IN MY REPLY TO NOT CLOSE THIS BBB COMPLAINT ON MAY 30 2025 A.D. (FRIDAY) WAS COMPLETED.
I WOULD LIKE ITEM (3) [TO CLOSE MY ONLINE SIMPLE MOBILE ACCOUNT] IN MY REPLY TO NOT CLOSE THIS BBB COMPLAINT ON MAY 30 2025 A.D. (FRIDAY) TO BE COMPLETED.
THANK YOU,
****** L *********
Initial Complaint
Date:05/15/2025
Type:Delivery 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.
I used a simple mobile $300 coupon promo code to order a phone and power accessories on the 10th May, 2025. I did receive an order confirmation email.However, as at now, I am yet to get my shipping information for the order placed. I have called customer service several times but couldn't give me any tracking number.Please assist me with my order fulfilment and shipping information.Thank you.
Customer Answer
Date: 05/15/2025
Please read through, this is a different complain. The previous complain is about my missing points.
This complained is a diffrent order that was successfully placed but as we speak there is no shipping information.

Customer Answer
Date: 05/15/2025
Please the other complained was resolved with Simple mobile. However this is a different complaint. Look at the order # are different.
Closed complaint Order Number: 4112-1EOEP53411 is and new complaint Order Number: 1599-M1SP7211MB. So please re open my new complaint. Yes, they both happened same day.
Thanks
Customer Answer
Date: 05/15/2025
Please the other complained was resolved with Simple mobile. However this is a different complaint. Look at the order # are different.
Closed complaint Order Number: 4112-1EOEP53411 is and new complaint Order Number: 1599-M1SP7211MB. So please re open my new complaint. Yes, they both happened same day.
Thanks
Customer Answer
Date: 05/15/2025
Please the other complained was resolved with Simple mobile. However this is a different complaint. Look at the order # are different.
Closed complaint Order Number: 4112-1EOEP53411 is and new complaint Order Number: 1599-M1SP7211MB. So please re open my new complaint. Yes, they both happened same day.
Thanks
Business Response
Date: 05/28/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order on May 10, 2025, but have yet to receive any update on its delivery.

Upon review, we confirmed that your order was placed on 5/10/2025 with order number Order Number: 1599-M1SP7211MB. The order was for an iPhone 12 and a 2 port wall charger/USB to type C. The order was put in place by redeeming your rewards points to get a phone promo code.However, it was found that the order has been cancelled. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. As a resolution, an escalation to put back your rewards points was created with reference number **********.

We spoke with you on 5/26/2025 via phone number ********** and discuss the status of your order. Additionally, you were informed that your rewards points were added back to your account. You acknowledge the information and redeem a new phone promo code at the same ******* further assistance is needed.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1321028155.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/29/2025

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:05/15/2025
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 but a simple mobile phone so in turn I had to buy a plan to have service so I can get my number transferred to the simple mobile plan and they deactivated my plan and they deactivated my old number from my previous carrier and then I had to buy a new plan 6 days later and I can't even use it neither of the plans I purchased arent even active I'm really upset I'm out of $50 no phone no number this is ridiculous and I'm I was forced to buy another plan for what for not for even work
Business Response
Date: 05/28/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/15/2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased phone and a service plan from Simple Mobile, and requested to transfer your phone number from another service provider. However, your phone number was deactivated in your previous carrier, while you still have no service with Simple Mobile.

We looked for your account and the phone number ending in 5848 was not linked with the account due to a system error with the carriers information when trying to transfer the phone number from the other service provider to us, per ticket **********. On the other hand, our transaction records indicate that you added the $30 unlimited plan on 05/08/2025 and 05/14/2025. We need to speak with you directly to conduct further investigation and resolve the issue.

We received your email from *********************** on 5/21/2025, providing an alternate number to call you. With this, we spoke with you via phone number ************ on 5/21/2025; we discussed the matter with your complaint, and requested assistance from our specialist, to retrieve the phone number. The number was retrieved; however, the activation was delayed. Therefore, we decided to call you in the following days to test the features.

We spoke with you via phone number ************ on 05/23/2025; the activation of the service was completed and you confirmed that the phone is now working as expected. As a courtesy, we have extended your service until 07/22/2025 per reference ticket #********** and 1321218296.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket number 1320965163.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive *********************
Initial Complaint
Date:05/03/2025
Type:Service or Repair 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.
The plan is unlimited for a month and simple mobile then blocked the messages from being sent from my phone during emergencies. The area has been invaded by orangutan monkeys 'forcing tenants out of apartments' and 'cleaning out themselves' and the messages were not being sent from my phone ************.Area of monkey orangutan invasion ************ ******
Business Response
Date: 05/15/2025
Dear ClaudiaSarai *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 3, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you were unable to send messages during emergencies.

Upon review, your Simple Mobile account is active and well provisioned in the network. The usage report of the account also indicates that the service is being used, and no known network outage was found.

We spoke with you on 5/07/2025 via phone number ************ and you stated that someone is using your phone to send spam messages and worries for your service to be restricted. Nevertheless, after checking your records,we did not find any excessive use of your text messaging service. Thus, we advised you to use multiple counter measures to avoid external attackers on your phone;such as, changing your account passwords to prevent information leaks, refrain from providing personal information over the phone, avoid accessing links from unknown sources, update the unlocking methods to access your device, avoid answering suspicious incoming text messages or emails and never keep credit card information on the device in use.

If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1320159130.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/15/2025

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.
Thank you for contacting me to further explain the situation. I appreciate your service.

Sincerely,

Claudiasarai *********
Initial Complaint
Date:03/23/2025
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.
Phone number: ************ BBB_22766497_Service Issue (KMM17259557V74066L0KM)Simple Mobile keeps disconnecting my line every month! They always assure me it wont happen again, yet my line is disconnected once more. This is probably the fifth time theyve done this.
Business Response
Date: 04/01/2025

Dear ******* *****,

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 24, 2024, regarding BBB Case number ******** complaint.

Your complaint states that Simple Mobile keeps disconnecting your line every month.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review, our records show that you have an active enrollment with the LifeLine program through SIMPLE Mobile since 9/23/2024, which benefits includes SIMPLE Mobile $29 Lifeline discount for your monthly plan. However,there was a system issue causing your benefits not to be added to your account automatically.

We spoke with you on March 26, 2025, by phone number **************. During our conversation, we were able to discuss our findings with the issue and update your account to ensure that your benefits will be added properly to your account. We have confirmed that your account is now well provisioned, and your Lifeline benefit is now properly attached.

We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the matter.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to Email reference number ******* or Ticket number **********.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Simple Mobile.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 04/17/2025

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However, the disconnect happens monthly. Heres hoping it wont happen again.

Sincerely,

***** *******
Customer Answer
Date: 04/28/2025
I am writing to express my deep frustration and disappointment with the repeated disconnection of my mobile service over the past six months. Despite numerous assurances from your representatives that the issue would be permanently resolved, my service continues to be disrupted on a monthly basis. Each time I have contacted via BBB, I have been promised that the issue was addressed and that it would not happen again. These promises have not been kept, and the disconnections persist. This ongoing issue has caused significant inconvenience. I expect a full investigation into why this issue continues to occur. Please address this matter urgently. Repair
Business Response
Date: 05/07/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that despite getting assurance that your service would not get disconnected, it still got disconnected. With this, you are requesting further investigation and a permanent resolution to this ongoing issue.

We apologize for the inconvenience this matter has caused you. We reviewed your account and found out that it was deactivated due to non-renewal of service on 4/26/2025.This indicates that the lifeline benefits were not delivered automatically to the account. With this, we submitted an escalation to conduct a thorough review on your account. Meanwhile, we manually added the lifeline benefits and reactivated your account on 4/29/2025.

We spoke with you via phone number ************ on 4/29/2025, and discussed the status of your account and the aforementioned. The investigation is still ongoing and we will call you back once we receive updates on this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

Based upon the foregoing, we will reach out to you once this matter is completely resolved.Thank you for choosing Simple Mobile.

Sincerely,

Executive *********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Simple Mobile is NOT a BBB Accredited Business.