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Business Profile

Telecommunications

Helium Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 31 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi BBB, this company called helium mobile is trying to scam me off my reward. I joined helium mobile on April 24th, I activated my eSIM and everything. Then I got 500 points which is equivalent to $10. I then started to refer my friends on my social media platform. 500 points per referral, which I ended up getting. So it was their terms that I have to wait for 30 days in other to cash out the points for gift cards. Fast forward to may 23th, they just canceled my plan. When I was supposed to get my giftcards the next day. Now I contacted their and they are telling me I violated terms which I did nothing wrong I earned my referrals through sweat and also used the eSIM when I could. So I know I did nothing wrong and they just want to use me and toss me aside and pay me. NO **** I would stand for that. My pain is if they claim I violated something, they would have cancelled the plan since April 24th, that same the day I signed up. But no they waited for a day before the day I was supposed to exchange the points for giftcards. I waited 30 days for it, and Im not going to get anything. No! They should pay me what they owe, theyve have messed with my mental health honestly, I was hoping for this money, I placed all of my hope on it and should also pay for repercussions but let them pay me what they owe. I have ****** points which is like $230 worth of giftcards. The CEO of helium mobile is **** ******. I will provide the necessary proof. Thank you BBB. I really hope you will fight for me and I get justice.

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On April 11th 2025 I purchased an unlimited Mobile subscription from helium mobile for 30 dollars. Randomly my service was cancelled and after waiting a period of almost two weeks where I did not have any access to my mobile number and flipping through 3 service agents as the previous ones said they would update me and they never did, I received a delayed response, they said my service will be enabled again after reversing the dispute that was made. I offered to pay with a different card because I no longer have access to the service to pay and wanted to switch to their free plan however even that option is not allowing me to access this service anymore because of this. By my mistake I used the wrong card and I did not even use their number to nearly the amount I paid for, but that does not mean they dont let me repay with a different card because of that previous error. They have effectively blocked me from doing any business with them at this point and are refusing to allow me to pay them with a different card to receive continued service.I am willing to be cooperative, however after going back and forth with them they are not giving me any other option to do so.

    Business Response

    Date: 05/12/2025

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

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

    Customer Answer

    Date: 05/18/2025

     
    Complaint: 23250426

    I am rejecting this response because:

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


    Sincerely,

    ****** *******

Helium Mobile is NOT a BBB Accredited Business.

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