Complaints

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

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  Simple Mobile

  9700 NW 112th Ave Miami, FL 33178

• 

  Quick Connect Wireless

  6317 S King Dr Chicago, IL 60637-3114

• 

  Simple Mobile

  PO Box 147 Irvine, CA 92650-0147

• 

  Simple Mobile

  3327 N 1st Ave Ste 110 Tucson, AZ 85719-2195

• 

  Simple Mobile

  8714 Ave T Littlerock, CA 93543

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:12/17/2024

  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 some iphone se2 that I had purchased from simple mobile whereas I used them for over 60 days and they never unlocked. I some cases, I used them for over 12 months which was the old policy and the phones still did not unlock. I read that this may have been caused by the csr who couldn't find the phone in their system and activated the phone as being a BYOD (bring your own device). I am requesting unlock for multiple phones that my family and I have used for many months and have not been able to get unlocked. We tried to call and wasted hours with the phone **** who do not seem to understand the issue or claim that we did not use it for long enough when it's right there in their system!

  Business Response

  Date: 01/01/2025

  Dear ****** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 17, 2024, regarding BBB case number ******** complaint.   

  
  Your complaint states that you are trying to have your phones unlocked.
  
  TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated with TracFone on the T-Mobile or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active ****************.
  * For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically,sixty (60) days after Activation.
  
  Upon review, using your email address, ****************** we pulled an up account with a serial number also known as IMEI number ending in 0849. The record shows that device is a branded ********************** phone that was initially activated September of 2022 under the T-Mobile network. We checked phones eligibility and it is eligible for unlocking.Reference number **********. An email confirmation will be sent to you.
  
  We attempt to contact you multiple times via phone at ************ and emails were sent to ***************** on 12/18/2024, 12/20/2024, 12/21/2024, 12/23/2024 and 12/27/2024 but we were unable to speak with you and you have not responded to our emails.
  
  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 1310821862. 
  
  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:12/05/2024

  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.

  On 11/03/24 i purchased a $50 30 day plan to add to my "stash." I had 17 days left of service but simple mobile lets you purchase plans for your "stash" so at the end of your current plan the plan in your stash is activated. I knew that i was going to be broke at the end of November so i puchased this plan so i would not have to worry about my phone bill. When the transaction completed i received a text alert that thanked me for my payment and told me my new service end date was 12/02/24. I knew this was wrong. it did not add it to my stash but reset my service and billing cycle dates. I immediately went to their help chat on the website to have them fix it but there wad noone available. I work overnights so this was in the early morning hours. The system said it would create a "ticket" and would be reviewed by customer service the as soon as someone was available and I would be contacted. This did not happen. I can honestly say it slipped my mind until 12/02/24 when I received an alert from my bank which read "your $50.00 payment to SimpeMobile can not be completed due to insufficient balance." I went back on the website to chat and someone was available. ****** was the name of the Simple Mobile Rep. ****** verified that I did indeed buy the plan 17 days before my original setvice end date but their system shows that I "forfeited" the 17 days I had left. I would never do that. I told the *** that this information was wrong. I told he/she that I have been a customer for approximately 10 yrs and I am not trying to scam them. The *** offered to help by allowing me to pay my bill. i would never forfeit over a half of a month of service. I was not upgrading my plan and i had unlimited data on the current plan so there was no benefit for anyone but simple mobile for my plan to reset. The *** then offered to allow me to buy a 1wk unlimited talk text plan with my "reward points." i refused because that is still me paying for it. i do not know why it said i forfeited

  Business Response

  Date: 12/17/2024

  Dear **** **********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 5, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a $50 30-day plan and added it to your account as a reserve plan since you still have 17 days of service left. However, the plan was redeemed immediately to the account after the transaction, and removed the remaining service days of your previous plan. You requested to reinstate the lost service days to your account; however, it was denied since it was recorded as you forfeited the service days.
  
  We reviewed your account with phone number ending in 1310, and our records show that you purchased a $50 unlimited 30-day service plan on 11/2/2024. Your service due date prior purchasing the plan is on 11/15/2024. However, your new plan was redeemed right away, removing the remaining 13 service days of the old plan. In addition, this transaction was done from the website. Note that if you opt to apply the service plan you purchased, the plan would start immediately, removing the remaining service days of the old plan. We need to speak with you directly to discuss this matter and assist you accordingly.
  
  Additionally, Simple Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  The contact number you included in the complaint is inactive on 12/7/2024; therefore, we have sent you an email to ********************** to discuss the status of your account and service concerns. However, we received your reply expressing your dissatisfaction and stating that you withdrew the complaint, and would look for another service provider.
  
  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 1310208686.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22642879
  
  I am rejecting this response because: it is not even a resolution.. it's a leave your home to find someone to let you use their phone and waste more hours of your time, and now someone else's, to achieve nothing in my interest response. Simple Mobile stole over a half month of service from me and i lost work because of it. Big thanks and merry christmas to ya
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 01/01/2025

   

  Dear **** **********:

  We have received and reviewed your Better Business Bureau complaint.

  This response is in reference to your correspondence dated December 22, 2024, regarding BBB Case number ******** complaint.

  Your follow-up complaint states that you are rejecting our response due to no proper resolution received for your complaint regarding the service that you were unable to use.

  We sincerely apologize if we were unable to provide assistance regarding your concern. Please know that we are trying our best to address the matter accordingly. However, SIMPLE Mobile strictly follows rule of service stated in our Terms and conditions for SIMPLE Mobile plans,which states that:
  You may redeem a Service Plan in your Simple Mobile Stash at any time prior to your Service End Date; however, if you do so,you will lose any unused Service and Service Days left under your previous Plan.

  Upon further reviewing of your case, it really appears that your service plan was redeemed right away and was not added on reserved. Thus, it is important to speak with you directly to further discuss the concern and offer further assistance. Please note that SIMPLE Mobile plans have no cash value and are non-refundable.

  We attempted to contact you by phone number ************* and email at ********************* on 12/23/2024, 12/24/2024,12/26/2024, 12/27/2024, and on 01/01/2025 but to no success. We have not received any response from you via phone nor received response from the emails we have sent.

  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 1310208686.

  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:11/06/2024

  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.

  My mother has had service with Simple Mobile for over two years and purchasing cards to add minutes to her phone. On Saturday, 2 Nov 2024 Mrs. ****** purchased the card attached to this complaint, called Simple Mobile customer service to activate those minutes on her phone as usual. However, as of Sunday, 3 Nov 2024, she has not had service. On Wednesday, 6 Nov 2024, I contacted Simple Mobile regarding the issue because her phone shows "No Sim Card" and ************* To sum up the conversation, Simple Mobile is currently involved in a merger with ******* and that is why the sim card is not working, so she will have to purchase a sim card or forfeit the $30 she spent because they do not offer a refund. However, the reason Simple Mobile cannot send her a new card is because my 85 y/o mother was not aware of a pin # when it was set up at the Dollar General when the phone was initially purchased; therefore, cannot provide one, so they cannot validate an account to received a free $0.99 sim card to put in her phone to use up those minutes she's now purchased. Had the representative made her aware there would be issues due to the incompatibility between the sim card she currently has and recommend not providing the refill pin, she could have returned the card for a refund. Furthermore, there has never been an request for a pin when previously refilling minutes. Basically, this is theft by deception and preying on the elderly.

  Business Response

  Date: 11/15/2024

  Dear ********* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 7, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your mother redeemed a TracFone $30 service plan to her account; however, her phone has no service the following day, and it shows the No SIM card error. Your mother could not validate the account, so you could not proceed with purchasing the $0.99 SIM card.
  
  SIMPLE Mobile is now part of the ******* family and you can enjoy its network by just switching your SIM. We reviewed your account, and confirmed that there is an ongoing offer of a FREE ******* VoLTE compatible SIM card. Additionally, SIMPLE Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Our records show that the $30 airtime plan attached to this complaint, was redeemed on 10/29/2024. We also found records of your report about the issue you are having with the service.
  
  We spoke with you on 11/8/2024 via phone number ************, regarding the matter with your complaint. We agreed to send a replacement SIM card; however, you failed to validate the account. Therefore,we asked for further account information and submit an escalation to proceed with the request. On 11/12/2024, we got the approval to proceed with the request, and contacted you via same number. We updated your account and created a ticket to send a replacement SIM card, with reference number 1308739118.
  
  We reviewed the account with phone number ending in 6318; it is active but affected by migration. Account records show that customer is offered with a FREE ************* SIM. Account was last replenished on October 29, 2024. Usage records verify that from October ******* to November 1, 2024, call, text and data service was being used. However,from November 2, 2024 to November 3, 2024, only minimal usage for text and data was used. Due to usage found, we determined that the customer is not eligible for refund. However, if she can validate the account, we can continue sending her the replacement sim card and service will be replaced.
  
  Per *** tracking number 1Z85W83R0161287113,the SIM card was delivered on 11/15/2024 at *****, **. We attempted to contact you via same contact number on 11/15/2024; however, we failed to reach you, and have not yet received your reply to our email.
  
  If you should still require further 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 1308441805.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SIMPLE Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 11/15/2024

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

• Initial Complaint

  Date:10/14/2024

  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 am writing to formally report an urgent issue regarding my account with **********************. My phone number, ************, was changed without my consent after I refilled my account. I refilled my account on October 10 and paid for my service, but shortly after, my phone number was changed to a different number without my consent. On Friday, October 11, I contacted customer service, and an agent informed me that the issue would be escalated to the back office team for resolution. However, when I called again on Monday, I was shocked to find that another agent had changed my number again without notifying **** subsequently spoke with yet another representative who told me that my original number can no longer be retrieved. This situation is unacceptable, as this number is critical for my personal and business communications. I have made multiple attempts to resolve this issue, but I am now left without my original number and no clear path forward.I want Simple Mobile to understand that this is a serious problem for me, and I urgently request assistance in restoring my original number. Thank you for your attention to this matter.

  Customer Answer

  Date: 10/21/2024

  there is no update on my number, even if i call or email them, there is no update.

  Business Response

  Date: 10/25/2024

  Dear H** Li:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your phone number ending in 7892 was suddenly changed without your consent, after you refilled your account. You requested assistance and was told that the issue would be escalated; however, it has not been fixed yet, and was even told that the number could not be retrieved.
  
  In our review of the history of your phone number, it shows that the account was deactivated on 10/10/2024 due to non-renewal of service. On the same day, you redeemed a service plan and reactivated the account; however, it generate a different phone number. We apologize for any inconvenience this may have caused you. An in-depth review of the account reflects that this was caused by a technical error in the system.  
  
  Simple Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We received your email with your alternate contact number on 10/15/2024, and we spoke with you the same day via phone number ************, and discussed the aforementioned. We explained that an escalation is required to resolve this matter.
  
  As of 10/21/2024, we had successfully retrieved your phone number; however, it was then, transferred to another service provider on 10/22/2024, per reference Port-out ticket number 1307485318.
  
  We attempted to contact you via phone number ************ and email ************************ on 10/23/2024 and 10/24/2024, to discuss the aforementioned updates; however, we were not able to reach you and have not yet received your reply to our emails.
  
  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 1307084991. 
  
  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:09/25/2024

  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.

  Paid for a line of service for a friend and a sim card ,it worked for one week then didn't and i spent multiple hours making multiple calls and being hung up on with no resolution

  Business Response

  Date: 10/07/2024

  Dear **** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/25/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a SIM card and service plan; however, it only worked for a week. In addition, customer service was not able to help in resolving the issue.
  
  We reviewed your Simple Mobile account; it is active in our system through the Bring-Your-Own-Phone (BYOP) program. Please be advised that if you are using your own compatible phone under the Keep Your Own Phone program, you are responsible for ensuring that the phone is unlocked,compatible with the Service, does not interfere with the Service, and that it complies with all applicable laws, rules and regulations. You are also responsible for ensuring that your phone meets all federal laws and standards.
  
  We have also verified that there is coverage in your area. However, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections,slower Mobile *********** and data speeds or no Mobile *********** or data connectivity and call interference. This could 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 10/3/2024 via phone number ************, and discussed the status of your account and service concerns. After several tests, we have determined that this is a device issue, and therefore, the device needed to be replaced. You may check for available devices online at *********************************************************** through one of our affiliated retail stores. You may also use your own compatible phone, and your phone number and remaining service balance can be transferred once you have an available phone to activate with the network.
  
  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 1305951237.
  
  Based upon the foregoing, we will close this matter as a resolution was provided.
  Thank you for choosing Simple Mobile.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:09/25/2024

  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.

  I hope this message finds you well. I am writing to bring to your attention a concern regarding the advertising of your unlimited international calling plan.I have noticed that the advertisements suggest that the plan offers unlimited international calling. However, upon further investigation, it appears that there may be restrictions or limitations that are not clearly communicated in the promotional materials. This discrepancy has led to confusion and frustration among customers, including myself.

  Business Response

  Date: 10/02/2024

  Dear *** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 25, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you have noticed that the unlimited international calling offered by Simple Mobile has restrictions or limitations that were not clearly communicated in the promotional material.
  
  Please be advised that Simple Mobile *************************************** Terms indicate that the service is for personal use only. Service restrictions or limitations are being placed to avoid fraudulent activities which may lead to discontinuation of service.
  
  We reviewed your Simple Mobile account; it is active and provisioned in our system. The service plan you added includes unlimited international calls. Usage Records indicate that the phone is working and is being used. Therefore, it is best to speak with you directly to discuss this matter. Additionally, Simple Mobiles customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you via phone number ************ on 10/01/2024. You mentioned that you were unable to call some international numbers since you have reached the destination limit. Therefore, we updated the account and reset the destination limit. You should be able to perform international calls to selected international destination. Moreover, we provided you with our customer support team number and extension as you requested.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operations 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 case unless we hear from you. Thank you for choosing Simple Mobile.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:08/27/2024

  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.

  Okay so I'm a third party witness that witnessed very horrible customer service towards a 6 year customer who was trying too get a refund of an unauthorized transaction that had been processed from there automated system, she called the customer service support number and spoke with an agent named Jaymar and agent ID number is *******. This transaction was partaken on Saturday where she had spoken with a different agent which had told her to go to the bank and have the bank teller call and verify that the transaction was there in the system and then they would refund her money, Now today Tuesday its 4 days later because of lack of transportation was able to make it to bank which her bank is ********** , the bank teller then while placed on a three way call then verified the transaction that was made doing as directed by the previous agent on Saturday, anyways for about 1 too 2 hours trying to dispute, repeating the same thing like a broken record to this lady as if she was not notading her files to be able to further assist her if any future problems that may arise later on into her service, she kept telling her can she please speak with her supervisor On which the lady had denied several times and also asking to provide the number and contact information to the better business ****** in which also denying to provide that information, basically just being very unprofessional and not an asset to the company which in the long run ended up making the customer of 6 years deside too take her service else where and pass her experience on to family and friends and is also posting her experience on social media to help make sure any future customers of this company see and understand how they allow there customer service agents to be treated

  Business Response

  Date: 09/10/2024

  Dear ********* *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are a witness towards another customer who was trying to get a refund for an unauthorized transaction that had been processed from the automated system. The customer was advice to contact their bank to file a dispute. She was denied any assistance, which later on made her decide to switch to another service provider.
  
  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.
  
  We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.  We acknowledged the information you provided; however, we were unable to locate an account in our system, since no related account information was given in this complaint. With that, it is imperative for us to speak with you to address this concern accordingly.
  
  We attempted to contact you multiple times via phone number ************ and email ************************ on 8/28/2024, 8/30/2024, 9/02/2024, 9/03/2024 and 9/06/2024 but we were unable to reach you, and you have not responded to our emails.
  
  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 1304275143. 
  
  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:08/27/2024

  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 have been a customer of this company for years, when my phone broke I tried to activate a new phone. I was able to do this process online on 8/20/2024, and was told that as soon as service on the old phone was not working it would work on the new phone. This was not the case. The service was not reconnected on the new phone and I could not receive or make phone calls, during a time when I was actively job hunting. I called and chatted with the company multiple times. Over three seperate days, and then chose after a week to switch to a new wireless provider. I called back to port my number and was again given the runaround. I was told I would receive a refund as soon as my number was ported and my service was cancelled. Number got ported, cancellation got processed, and I was transferred to the refund department, where I was then told because I had ported my number and cancelled my service I could not receive my refund. I then asked that the amount be credited to my remaining lines instead, and was told that they could not do that. I was lied to, transferred multiple times, not provided the service the company sells, and was ultimately out a month of service, and possibly a job, due to their lies and inability to provide what they had told me they would.

  Business Response

  Date: 09/09/2024

  Dear ***** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you transferred your number to a new device, but the service did not work until you decided to switch to another service ************ were promised a refund for the unused service, but none was given.
  
  In reviewing, your phone number ending in 7038 was transferred to another device on 8/20/2024, from IMEI ending in 8342 to a Bring Your Own SIM ending in 9713.Reference number **********. The last redemption on the account was made on 8/12/2024, $30 unlimited plan / 30 days, allowing the service to end on 9/11/2024. On 8/24/2024, the number was again transferred to another IMEI ending in 5295, reference number **********, but it was switched back the same day. Reference number **********. The account was then deactivated on 8/27/2024 due to a port out request with reference number **********. In an in-depth review, the record shows that service was being used and without an active number, port out requests cannot be processed.
  
  Simple Mobiles Terms and Conditions states, Please note that if you elect to transfer or port out your telephone number to another provider, you will need to have available the Number Transfer PIN that we provide you, plus certain account information. Once your phone number is transferred, your SIMPLE Mobile Service will be deactivated immediately, and you will lose any unused Service days remaining in your Plan. Thus, the refund request is denied.
  
  We attempted to contact you multiple times via phone ************ and email ***************************** on 08/28/24, 08/30/24, 08/31/24, 09/03/24 and 09/07/24 but we were unable to speak with you and you have not responded to our emails.
  
  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 1304284750. 
  
  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:08/27/2024

  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 forget business transaction date some time during summer.i paid 50 dollars for a single month of service.The issue is once the 30 days of service was up, they locked my phone. stating i have to have service for 90 days or pay a fee to unlock the device. (a device that i have purchase elsewhere cash bought).i reported them once before they stated they unlocked my phone, by this time i bought another phone. and now im finally switching back to it finding its still locked.this issue has now been nearly or possibly over a year.if any more information is needed contact me.

  Business Response

  Date: 09/06/2024

  Dear ******* *******,  
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2024, regarding BBB case number ********.  
   
  Your complaint states that after you paid $50 for a month of service, your device was locked, and you were advised that you should have 90 days of service or pay the unlocking fee. 
  
  Please be advised that SIMPLE Mobile will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions: 
  
  - The cellphone must be in working condition and turned ON. 
  - The cellphone has not been reported stolen or lost, and there are no indicators of fraud. 
  - The cellphone was activated with SIMPLE Mobile service by purchasing and redeeming an airtime plan on that specific phone ("Activation") 
  - For all cellphones Activated with SIMPLE Mobile prior to November 23, 2021, on any carrier network, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active SIMPLE Mobile service. 
  - For all cellphones Activated with SIMPLE Mobile on the T-Mobile or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active SIMPLE Mobile service. 
  - For all cellphones Activated with SIMPLE Mobile service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation. 
  
  To provide proper assistance and review the device eligibility of your phone, we tried to check any account registered with your information but to no success.  
   
  We attempted to contact you by phone number ************ on 08/28/2024, 08/09/2024, 08/31/2024, 09/02/2024,and on 09/05/2024 but to no success. We have also sent you an email at *****************************************,however, we have not heard anything from you yet. 
   
  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 E-mail Reference Number ******* or Ticket Number 1304274828. 
   
  Based upon the foregoing, we will close this case unless we hear from you.  Thank you for choosing SIMPLE Mobile. 
  
  Sincerely,  
  
  Executive Resolution Department  
  

• Initial Complaint

  Date:08/22/2024

  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.

  To whom it may concern,In the past week I have tried to transfer my phone number from Simple Mobile to a new carrier and it keep getting rejected. I have made eight calls and spoke to eight different customer representatives and the problem didnt get resolved. After my last call yesterday I accidentally hang up on a customer representatives call and some how my phone got suspended started in the afternoon. My service should not be end until Sep 11th there is no right for them to stop my service. As for now I cannot make call and people are unable to reach out to me. This is totally against the rights that I have as a customer and I need your help to get this resolved, thank you.

  Business Response

  Date: 09/04/2024

  Dear ***** ***:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2024, regarding BBB case #******** complaint. 
  
  Your complaint states that your request to transfer your phone number from SIMPLE Mobile to a new carrier has been rejected. After multiple attempts trying to resolve the issue, your phone service has been suspended, which should not as your service is paid until September 11. 
  
  Upon review, we can see that there was a service disconnection that happened on your account on August 14, 2024, during the attempt porting out your number to a new service provider. It was documented that there is a need to contact your new service provider to proceed with your number port out. 
  
  We spoke with you on August 28, 2024, by phone number ************ trying to provide more assistance; however, due to an error encountered upon authenticating the account, we agreed to continue working later for further review. 
  
  Upon further review, we got approval to proceed with the process without validating the account due to the error encountered. We spoke with you once again on August 30, 2024, to proceed with the transaction. During the review, we have confirmed that your phone number was successfully ported out to another service provider on August 14, 2024.However, a system error caused your Simple Mobile account to show you still have active service in our system. Due to not having a working cell phone service, you have requested a refund for the latest transaction. Further, we agreed to continue working with your case while you are trying to contact your new service provider for the port our verification. 
  
  We made a follow-up call to you on September 1 & 4, however, we were no longer able to get hold of you again. Nonetheless, we processed your refund request of $27.21 with refund confirmation ID ****************.  
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.   
  
  Please refer to email reference number ******* or Ticket Number 1304000795.   
  
  Based upon the foregoing, we will close this matter unless we hear from you.  
  
  
  Sincerely,  
  
  Executive *********************