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:06/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/30/2025

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

  Customer Answer

  Date: 07/01/2025

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

  Business Response

  Date: 07/14/2025

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

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Issue is FULLY Resolved, thank you "Persona" tech needs a tune-up not user friendly 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/30/2025

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

  Customer Answer

  Date: 07/01/2025

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

  Business Response

  Date: 07/14/2025

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

  Customer Answer

  Date: 07/14/2025

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

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:06/21/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

• 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,
  
  ******** *******