Business Profile

Cell Phone Supplies

Simple Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

440 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

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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:03/12/2025
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.
Had financed my phone trough simple mobile and had agreed to have a monthly payment of $55.13 dollars I am getting charged that amount plus a $20.45 unknown charge from simple mobile and I tried to contact support and they claim for their to be 0 charges on my account when I had explained her that one of the payments was for the phone and I do not know what the other charge is for it can not be the phone plan because I pay my phone plan through a 3rd party in cash that later pays simple mobile to give me service.
Business Response
Date: 03/25/2025
Dear ********* *****:

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

Your complaint states that you financed your phone through Simple Mobile and agreed to pay $55.13 per month. However,an unknown charge of $20.45 was added to your bill. You tried calling customer support for assistance, but the issue was left unresolved.

We spoke with you on 3/15/2025 via phone number ********** and discuss the nature of your concern. We explained to you the breakdown of the charges we see in our system, and you also stated that ******** had discussed with you the extra charges made in your account. You confirm that further assistance is no longer needed.

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 1316350819.

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:03/11/2025
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.
I am filing this complaint on behalf of my father, who has been a loyal Simple Mobile customer for over a decade. His phone number (ending in 0566) is currently inactive due to an issue on Simple Mobiles end, and they have been completely unhelpful in resolving the ********* father regularly switches between his U.S. and Ghana SIM cards when traveling. Upon returning to the ***** he inserted his Simple Mobile SIM, only to find that the number associated with it was his old, deactivated number (ending in 7401) instead of his active number (0566). We contacted Simple Mobile, spending over four hours on the phone over the course of 2 days, only to be told that they could not verify his account because they can only send authentication codes via text messagedespite us repeatedly explaining that the line is inactive.They refuse to provide an alternative verification method, such as email or security questions, and have denied access to the account information needed to port the number to another carrier. As of 2 days ago, in order to access the account, the email on file has mysteriously disappeared after these call attempts, blocking my father from accessing basic information about his account. Attempts to escalate the issue have been dismissed, and a Simple Mobile representative even refused to transfer us to a manager. We visited multiple Simple Mobile retailers and were given conflicting information, sent in circles, and ultimately told to call customer service againleading to more dead ends.We do not want to change his phone number, as this is the second time Simple Mobile has forced him to do so. He has paid for service and deserves access to his account. This level of customer service is unacceptable!!!
Business Response
Date: 03/25/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 11, 2025, regarding BBB case # ******** complaint.

Your complaint states that your phone number ending in ************************************************** 7401 after returning to U.S. and inserting the *** card. You requested assistance from customer service;however, you could not verify the account because the code used to verify the account is set to be sent to the inactive number.

We reviewed the account and determined that it is and has been active with the phone number ending in 0566. Transaction History shows that you contacted customer service multiple times; however, we were unable to proceed with the review due to failure account authentication. Please be advised that 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 your daughter on 03/12/2025 via phone number ************, and discussed the status of the account. We determined that the *** card you inserted in the phone is different than what is registered to the account. She provided further account information for further review, in order to update the *** card in the account. We agreed to contact you for updates.

Upon further review, the account information that was provided is valid, therefore, we proceed with updating the *** card number in the account. We spoke with your daughter on 3/17/2025 via same contact number,and she confirmed that the phone is now working.

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 1316287846.

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

**************************************************
Customer Answer
Date: 04/08/2025

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:02/16/2025
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 made a payment for my phone plan with simple mobile where I have two devices on my plan. An hour and a half later my service was disconnected. There is nobody that I can contact at this point in time and I need my phone cut back on because I was in the middle of work and I use my phone for work. I need somebody to fix this this is absolutely ridiculous. The fact that they are chat support says that they are available until 3:00 a.m. and I've been trying to get in contact with them since 1:30 a.m. and I keep getting told that they're unavailable and it lists the hours that they are available as 8:00 a.m. to 3:00 a.m. and yet they're telling me that they're unavailable and I cannot get anybody to help me and their phone service support isn't available and I am absolutely beyond livid at this point. I paid all of the money that I have in my pocket I can't even get any food and now my service has been suspended for what reason I do not know I even have documentation in my account it says that my next payment is due in a month's time if I hadn't made a payment it wouldn't say that it would say that it was due currently. I don't understand what is happening here and why my service is disconnected. But I am highly highly upset at this
Customer Answer
Date: 02/16/2025
Simple mobile rectified situation and both phone lines were reactivated. Still not happy with their customer support and not actually being able to reach anyone during hours they state support is available. But the phone issue has been handled at this point and time.
Customer Answer
Date: 02/19/2025
Actually this is not satisfactually been resolved. Due to their not having someone available for support during the hours that they were supposed to be available and the fact that it took so long to resolve the issue with the phone plan that I paid for being reactivated, when it should have never been deactivated in the first place, I was caused to lose an entire night of work. And considering I use my phone for work, it is one of the main parts of my job, if I don't have my phone active and functional I cannot work at all. So I lost an entire nights worth of work for a service that I had paid for. So even though originally I had just requested for them to finish the job I now after having time to calm down and think about it feel this wasn't about finishing the job. The service was incorrectly deactivated even though paid and honesty some type of compensation is necessary here considering the service I paid for was deactivated an hour and a half after payment. This situation could've been rectified then but their support team who was supposed to be there and available through chat support from 8:00 a.m. to 3:00 p.m. Eastern standard Time and I live in Eastern standard Time was not available at 1:30 a.m. to 2:30 a.m. when I finally stopped trying. They're chat support kept reminding me every time I sent the message that they were unavailable and during which hours they were available which just upset me further as they're available hours or the hours I was trying to contact them during. Had their support team been available during the hours they stated they were I would not have lost an entire evening at work. So not only was a service I paid for cut off incorrectly, but the pay that I should have received from being able to work was lost to me. So I would like the company to do something about that fact. Because that cuts into my available money for the month towards my bills. And like most of the population these days I don't have very much wiggle room when it comes to my available money. Now seeing as how they are a phone company and I have been needing a new phone for quite some time and having to put it off because I'm not having much wiggle room I would gladly accept and compensation for a night lost at work a new phone. And I am not greedy by any means. I do not need the most expensive phone but I would prefer a Samsung. An A series galaxy is fine with me. If possible the A53. But any of the higher grade A series is acceptable.
Business Response
Date: 02/27/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date February 16, 2025,regarding BBB case number ******** complaint.

Your complaint states that your phone service was disconnected after successfully paying for the service ******* addition, chat support was not available around 1:30 AM despite showing that it should be available until 3:00 AM (EST).

We reviewed your account with phone number ending in 2385; it is active and provisioned in our system. Transaction History shows that your phone service was disconnected on 2/16/2025 due to non-renewal of service, and it got reactivated a few hours later after you successfully purchased a 30-day unlimited service plan. Nonetheless, Usage Records indicate that the device is working and service is being used.

On the other hand, Simple Mobile chat support is available Monday to Sunday from 8:00 AM to 3 AM (EST), while the customer service hotline ***************) is open Monday to Sunday from 8:00 AM to 11:45 PM (EST).

We spoke with you via phone number ************ on 2/24/2025, and discussed the status of your account and service ************ requested for a replacement phone; however, your phone is active and the service is being used. Please note that Simple Mobile may send a replacement device once we deemed that the phone is non-operable and is still within warranty. You acknowledged the information, and confirmed that the phone is working.

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 1314505695.

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

Sincerely,

*******************************
Customer Answer
Date: 02/27/2025

Complaint: 22947784

I am rejecting this response because: number one they stated that they spoke to me about my phone number being disconnected the number that ended in like 2385. that's not nor has it ever been my phone number. My phone was not disconnected for non-payment. My phone was still active when I made my payment an hour and a half later it was disconnected. And they repeated the fact that I stated that their chat support line was supposed to be available until 3:00 a.m. and then I contacted them around 1:30 a.m. I contacted them for the following hour till 2:30 a.m. with the only response being I got sent notice of their hours and that they were unavailable currently which was during their available hours. The fact that my phone was active I bought a 30-day plan for the next month and then it was disconnected as well as their chat support not being available during their available hours causes me to miss an entire night's worth of work. Caused me to lose an entire night's worth of pay. The reason I was requesting the phone was compensation for the loss of my time and money at work due to failure on their behalf to do their jobs appropriately on two different ends. they didn't do their job appropriately when it came to my phone staying on after being paid and if they did not do their job appropriately by being there for their customers during the hours they said they were and just to reiterate because I'm very upset about it they caused me to miss an entire night's worth of work and pay because of this fact. I will say it again though just to make it clear my phone was still active when I made my payment and bought my 30-day plan. It was not disconnected until an hour and a half later causing me to miss an entire night's worth of work and pay and they think that because they replaced a plan that I paid for outright like they're doing me some kind of favor is absolutely infuriating. Meanwhile they only repeat the fact that I contacted the support and what supports hours were they did not touch on that at all other than that they gave no reasoning as to why there was nobody there when there should have been to help me resolve this issue and it would not have come to me losing money from time lost at work. They act like I'm asking them for a phone while I still have a working phone to get over on them or something but I'm tired of these companies trying to get over on the customer constantly which is actually what is happening. and while yes my phone is still working that has absolutely nothing to do with the reason why I'm asking for a phone. I'm asking for the phone because I do need a new one but mostly because I feel that they should compensate for the the money that I lost out on because they failed to do their job appropriately on two different ends. And they have done absolutely nothing but make stuff up and twist and turn and flip and flop and have all kinds of excuses or try to turn it around on me but in reality these people did not do their job right in two different ways caused me lose out a money I should have earned because they weren't there to help me but my phone was deactivated after I paid for it and it was active at the time I paid for it so they cannot say any of that is true. meanwhile they're talking about a phone number that doesn't even belong to me and never has. now they did mention my phone number down lower in their response that they spoke to me from that phone number. Of course the did, because that's the phone number that I was calling about, that's the phone number that got disconnected when it shouldn't have. Not 2385 and I find it funny that they put that phone number in the in the response as the last four of a phone number ************************************************************************************************************ there but for some reason they only put the last four of that other number that isn't mine and that seems a little strange to me and I don't appreciate it. So I'm starting to get more and more upset by these people. They contacted me directly because I feel like they're trying to go around the better Business bureau and around your efforts to help us resolve this because they didn't want the fact that they don't know how to do their jobs don't do their jobs or s**** their customers over to be made public I think they were trying to get around that. But the more they talk the more upset I get. Every single statement every single reason that they have made for anything for why my phone was disconnected for why nobody was there for chat support for what phone number I was calling about it's just all of it is BS they're full of nothing this substantial or factual. When we did speak on the phone they told me that chat support was only available from 8:00 a.m. to 12:00 and I had to tell them that I have a screenshot where chat support message me about being available while at the same time listing they're available hours which is 8:00 a.m. to 3:00 a.m. . Then they told me that oh well it was getting close to the end of their shift and you know they're trying to like whined things down and maybe they just didn't think it was important. they literally said that to me. maybe they did not think that your issue was important. I said so a customer contacts you who paid for a plan, their phones disconnected,they're asking for help because they need their phone for work and you're telling me they thought that was unimportant. That is what the supervisor named ***** in the executive resolution department have the nerve to tell me when I'm telling him that I lost money from losing work because my phone was disconnected and their support line was not available. And he told me maybe they thought that that was unimportant. Now mind you this is the person that I spoke to who is the supervisor of Cybelle and previous to that I spoke to Mai. So now I would like a phone as compensation. I do not need the most expensive phone by any means I'm not asking for anything outlandish or outrageous. I would take one of the higher end ******* Galaxy a series. Like an a53 Galaxy something like that that's not asking for much I don't think considering phones cost like $1,800 now. Ever since ******* took over the **************** simple Mobile has been a giant thorn in my side I used to love this phone company. Their support used to be available 24/7. Now you're lucky if you get to talk to anybody even when they are supposed to be available and I've had more problems in the last 2 or 3 years with this company since ******* started migrating than I ever had with simple mobile in the four or five years that I had them prior to that. I have not asked these people for anything with any of the other issues that I had cuz this is not the first time that my phone has been disconnected while I was trying to work because of something going on with their system. And I understand things happen when you're changing things over and you're buying out a company and switch it over I get it but it's happened to me way too much with absolutely zero accountability on their part and I think it's about time that they did something to make up for all of the stuff I've had to put up with since this began especially considering how many times I have had to lose time and money at work because they decided my phone wasn't going to work right whether it was disconnected or just thought it didn't have a SIM card in it or didn't have a signal couldn't connect to the internet. And every time this has happened my phone has been active it has been paid for it has not been because my phone was not paid for. And if they want to say that they are lying. And I have the proof because I took screenshots of all of my confirmations of payment every time I make a payment I take a screenshot. So I mean I'm just saying I think I deserve a little bit of compensation for once. They've caused me to lose a lot of money so I think them losing $200 or so on a phone is fair considering they're a multi-billion dollar company and I'm struggling to make ends meet and I need my phone to work and my phone screen's broke so that would be very kind of them considering all the lies and the nonsense I put up with. And I have proof behind everything I'm saying and if I don't, they do considering they record our calls. I have all of my screenshots of my confirmations of payment I have screenshots of the confirmations of payment from my account screen as well that shows you that they were made so I don't believe they have very much leverage and their argument is repetitive with all fluff and no actual solution or accountability for this mistake that rolled downhill and is slowly growing to a company wide problem.

Sincerely,

***** ********
Business Response
Date: 03/10/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date February 28, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that the number ending 2385 is not your phone number and because you were unable to have service after making a payment on your plan,you lost a nights worth of work. You tried to get some assistance, but no one was available to aid you. Therefore, you are asking for a free phone as compensation.

Upon review, we found that your line with phone number ending in 6642 is connected to a Bring Your Own Phone device (****) and has been using the **** SIM card ending in 2385. The last 4-digit number 2385 is not your phone number but rather your SIM card number.

In an in-depth review of your purchased history,it was found that prior to your payment on 2/16/2025, you paid your bill on 1/16/2025, making your Service End Date to be scheduled on 1/15/2025. You were not able to pay your bill on time, causing a temporary suspension of your phone service. Aside from that, during your payment on 2/16/2025, an unexpected technical issue was encountered causing a delay in redeeming your new plan. However, we manage to have the redemption done on that same day as well. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

In addition, regarding the chat support concern, please know that there are multiple factors that may have happened at that time which perhaps include the availability of agents. If there is still a high volume of customers in the queue and it is nearing closing time, the system may stop accepting new incoming queries to cater those who are already in queue.

We spoke with you on 3/08/2025 via phone number ************ and discussed your request to have a free phone as compensation. Please know that we do not offer free phones as compensation. However, we do offer replacement for our branded device that is within warranty and phones at a discounted price on our brand website. You can check **************************** for our latest offers. You acknowledged this information and ended the call.

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 1314505695.

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

Sincerely,

Executive Resolution Department
Business Response
Date: 03/10/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date February 28, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that the number ending 2385 is not your phone number and because you were unable to have service after making a payment on your plan, you lost a nights worth of work. You tried to get some assistance, but no one was available to aid you. Therefore, you are asking for a free phone as compensation.

Upon review, we found that your line with phone number ending in 6642 is connected to a Bring Your Own Phone device (****) and has been using the **** SIM card ending in 2385. The last 4-digit number 2385 is not your phone number but rather your SIM card number.

In an in-depth review of your purchased history, it was found that prior to your payment on 2/16/2025, you paid your bill on 1/16/2025, making your Service End Date to be scheduled on 1/15/2025. You were not able to pay your bill on time, causing a temporary suspension of your phone service. Aside from that, during your payment on 2/16/2025, an unexpected technical issue was encountered causing a delay in redeeming your new plan. However, we manage to have the redemption done on that same day as well. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

In addition, regarding the chat support concern, please know that there are multiple factors that may have happened at that time which perhaps include the availability of agents. If there is still a high volume of customers in the queue and it is nearing closing time, the system may stop accepting new incoming queries to cater those who are already in queue.

We spoke with you on 3/08/2025 via phone number ************ and discussed your request to have a free phone as compensation. Please know that we do not offer free phones as compensation. However, we do offer replacement for our branded device that is within warranty and phones at a discounted price on our brand website. You can check **************************** for our latest offers. You acknowledged this information and ended the call.

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 1314505695.

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: 03/21/2025

Complaint: 22947784

I am rejecting this response because: Well for one I'm not specifically asking for a free phone simply to get a free phone. I'm asking for the phone as compensation for the money I would've made at work at this issue caused by simple mobiles inability to do anything right or correct it that night. In the attachments I provided a photo to show where I was shipped my phone directly from simple mobile i July of 2023. I've been a customer with ********************** for almost a decade. Simple mobile along with all the ******** brands were recently purchased by *******. Even though I got a new phone I kept my old sim card as I have always done until such time when I had no choice but to migrate my service. So I response to the statement that I have a BYOP no I do not. My sim card and my phone are both from simple mobile. It is not on me that they were bought out. But that does not make my phone and sim card BYOP because I have not migrated as of yet. Another photo I provided shows the timestamp of the screenshot I took when I paid for my plan. It was at 12:12am. My service was not disconnected until 1:30am. The entire time I have have this phone service phones have not been disconnected for nonpayment until after 1am sometimes not until 4am. Which fits considering it was cut off at 1:30am. The 3rd photo shows an example of a screenshot from an older payment. In that photo you can see the payment was also made after midnight. This time it was at 1:59 am and the phone was not shut off. So once again due to the companies mistake causing me to miss work and lose money is like to be compensated.

Sincerely,

***** ********
Initial Complaint
Date:02/08/2025
Type:Customer Service 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've been a proud simple mobile member for years. And years. I'm very close to quitting the service because I recently paid for my 1 month service. And went to delete my payment method. And it keeps saying "response failure" huh? Never happened before. So now my card is saved on their site permanently without my permission or authorization I figured. Hmm maybe a glitch? I tried adding my credit card. Same issue So now I have two cards saved on my simple mobile account. And I can't remove them I'm feeling very uncomfortable about this Never had this issue before. No recurring payments set up. I always just pay my bill and then remove the card I use. For a long time Now simple mobile is not allowing me to remove my cards I connected to simple mobile *** via chat Feb 8, 2025 Saturday. After 2 days of not being able to remove my cards Her name is ***** *. She said she has the same problem. It won't let her remove How am I supposed to feel as a customer who can't remove my payment cards, one debit, one credit , off my account?It keeps saying response failure Simple mobile, I even left a 1 star rating detailing this issue on ****** playstore under your app, 36 thumbs up. No response by your app maker I also tried removing via your website logging in to my account. Same issue Please fix this major problem or you'll lose me and many more customers who have the same issue My phone # ending 347O I attached screenshots of my chat with your customer service agent. She's stating she has the same error I get. Also attached screenshots of the error This isn't right, a customer should have the right to not have their payment info stored by force
Business Response
Date: 02/19/2025
Dear ******* *:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 08, 2025, regarding BBB case # ******** complaint.

Your complaint states that recently paid your 1-month plan with Simple Mobile and attempted to delete the debit card information afterwards; however, you encountered an error and the card information was not removed. This happened to both your credit and debit cards, and customer service encountered the same error.

We reviewed your account and found two (2) cards saved on file. However, please note that 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 spoke with you via phone number ************ on 02/10/2025, and discussed the matter with your request to remove the card information. We determined that this issue was caused by a technical error in our system. We apologize for any inconvenience this may have caused you, and we submitted an escalation to remove the card saved in your account, with reference number **********. As of 2/11/2025, we confirmed that the card on file was removed successfully.

We attempted to contact you via phone number ************ on 02/11/2025, 02/12/2025, 02/14/2025 and 02/18/2025,to discuss the aforementioned updates. However, we were not able to reach you.

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 ******* Ticket Number 1314072434.

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:02/05/2025
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.
My phone was cut off because simply mobile tried to take money before my actual auto payment date and gave me a hard way to go to get it back on they refused to allow me to use points that I have that are designated for either payment or buying accessories this is not even the first time they wouldnt allow to use my points to get my phone on customer service representatives were so rude and disrespectful I had to call several times to beg just to allow to use the internet to unlock my card to pay my phone bill because they didnt honor the actual payment date that was planned I have horrible service and majority of the customer service representative are rude and disrespectful plus you can barely understand what they are saying where ever they are they are not in the *** just being honest they sound like theyre in **** I just want them to be held accountable for their actions
Business Response
Date: 02/13/2025
Dear ******** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 06, 2025, regarding BBB case # ******** complaint.

Your complaint states that your service was cut-off because the automatic charge to renew the service was attempted before the actual due date, and you were not allowed to use your rewards points to purchase a plan. In addition, you stated that you were not assisted accordingly when you contacted customer service.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We reviewed your account with phone number ending in 5267; it is active and provisioned in our system. Transaction History shows that an auto-refill payment was processed on 12/26/2024, which updated the accounts due date to 1/25/2025. Therefore,the next auto-refill payment was attempted on 1/25/2025, and our records show that it was attempted twice the same day. However, the transaction failed since the payment was declined by your bank. In addition, a 1-day service extension was added on 1/26/2025 as courtesy, to assist you with processing the activation of your new card, to process the payment. Consequently, the account was reactivated after a successful payment on the same day.

On the other hand, we reviewed your Loyalty Rewards points and determined that the accumulated points are not enough to purchase a service plan.

We spoke with you via phone number ************ on 2/7/2025, and discussed the matter with your complaint. However, you requested compensation due to bad customer service experience. As courtesy, we spoke with you again on 2/12/2025 via same phone number, and added 5 days of service extension to your account. You confirmed that the phone is working;however, you are not satisfied with the compensation.

Please note that the issue was not caused by any technical error in the system. The service extension was provided as courtesy.

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 1313885429.

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:01/28/2025
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.
Awful customer servicee can't get anyone to help just bought a Sim Card - went to the site to activate and immediately "Unfortunately, the transaction could not be processed. For assistance please call us at **************" absolute joke of chat with service - They put you with Sales and they cant do anything. Being in front of 7 people in queue. Literally you will not hear from them again.
Business Response
Date: 02/12/2025
Dear ******** ****:

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

Your complaint states that you encountered an error upon activating your new SIM card and contacting customer support was unable to resolve the issue.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We attempted to locate your account by utilizing our tools using your name, number, email and mailing address. However, we were unable to locate your account. Hence, to address the matter we need to speak with you directly for assistance.

We attempted to contact you on 01/31/2025, 02/01/2025,02/03/2025, 02/04/2025, and 02/07/2025 via phone number ********** but we were unable to reach you. The emails sent to ********************* has yet to receive a response 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 1313452327.

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:01/12/2025
Type:Order 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.
They have been spamming me with text messages ever since I got my phone two weeks ago. I requested them to stop. They just send more. A lot of them are addressed to the previous users of my phone number. Since these companies recycle numbers. I'm tired of being harassed
Business Response
Date: 01/22/2025
Dear **** ****:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated January 12, 2025,regarding BBB case number ******** complaint.

Your complaint states you wanted to stop receiving spam messages. You have been receiving spam messages and most of them were addressed to the old user of the phone.

We apologize for the experience you have with your SIMPLE Mobile phone number.

Please know that we are more than willing to assist you with the concern. However, we do not have any control over any text messages coming into your phone number.We may change your phone number but the number that will be assigned will depend on the availability in your service area. Thus, it would be best to speak with you to further discuss the concern.

We attempted to contact you multiple by phone number ************** and ************* since January 14, 2025, but to no success. You responded to our email on January 15, 2025, you mentioned that your service stopped working completely.

We have further reviewed your account, and it shows that it is well ************** records show any error that may interrupt your phone service. Thus, it is really important to speak with you directly.

We made a follow-up call to you on 1/17/2025, 1/18/2025, 1/21/2025, and on 1/22/2025. However, you were still unable to answer our calls, and we have not heard anything from the last email we sent to you.

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 1312438524.

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: 01/22/2025

Complaint: 22801225

I am rejecting this response because:it did not solve the problem, and they have no intention of solving it

Sincerely,

**** ****
Business Response
Date: 01/24/2025
Dear **** ****:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated January 22, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that our response did not resolve your concern.

We have further reviewed your complaint, but we really have very limited control to address the type of issue you have. As mentioned in our previous response, we do not have any control over any text messages coming into your phone number. We may change your phone number but the number that will be assigned will depend on the availability in your service area.

In our effort to provide further assistance, we tried calling you on 11/23/2025, by phone number **************, but you did not answer our call. You responded to our email, but you mentioned that you no longer wanted to receive any calls and emails from us.

We totally understand your concern and know that it was reviewed thoroughly to find all possible resolutions to address the issue. However, due to the nature of your concern, the resolution we could provide is very limited, only by changing your phone number.

If you still require assistance, you can contact an agent at ************** enter PIN 1900. 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 **********.

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:01/04/2025
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 phone was returned, but the service was never cancelled. When we realized there was a long-term reoccurring monthly charge I called Simple Mobile. They said they cannot verify the account unless we can do so with text (the phone was returned) or email. ****** is a senior citizen & purchased this phone because he needed something simple. He no longer understands email & never understood text. He gave up having any kind of a cell phone. I am his daughter, & I don't have access to any email for him. So, Simple refuses to stop the charge claiming they cannot verify the account. I did escalate to a manager and received the same story. He said he was a manager and I could not escalate further. They should be able to review the accounts usage to confirm it's not being used. I want this charge stopped, but also think it would be fair to refund the money since this should have been disconnected when the phone was returned.
Business Response
Date: 01/16/2025
Dear ****** *********:

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

Your complaint states that your father has returned his phone, but it so happened that it was set up with a reoccurring payment. He was not able to use the service but was still getting charge. You are requesting to stop the charges and refund his money.

Simple Mobiles Auto Pay enrollment allows new Service Plans to be automatically purchased and added to your Account each month on your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Service Plans you elect to purchase on a recurring basis. As per Terms and Conditions, plans have no cash value and are non-refundable.

Meanwhile, 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 spoke with you on 1/09/2025 via phone at ********** wherein you confirmed the details of the account in question but still unable to authenticate the account. With that, an escalation was filed to bypass the authentication process. On 1/15/2025, approval to the escalation was received.We tried to make a follow-up call but we were unable to reach you, and the email sent via ******************** has not received a recent respond. Please know that we have successfully cancelled the reoccurring payment on the account.However, available transactions for a refund were only the last six months of paid service, a total amount of $250.95.

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 1311939744.

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: 01/22/2025

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:01/02/2025
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 writing to express my concern and disappointment regarding the recent text message I received from Simple Mobile indicating that my Universal Lifeline number, **************, will be discontinued within 24 ******** address this urgent matter, I called your customer service team and spoke with ********* (ID *******. Yo my surprise, she provided conflicting and unclear information. Initially, she claimed that the Lifeline program no longer covers any plans, then mentioned a 10% discount, and finally referred to a $10 monthly discount. When I sought clarification, she placed me on hold for about twenty minutes, came back and repeated the same confusing statements. To my dismay, the call ended abruptly when she hung up.I then called back and spoke with ******* (ID *******, who was similarly unhelpful. When I requested to speak with a supervisor to resolve the issue, she refused to transfer my call and ultimately hung up as well.This experience has been extremely frustrating and unprofessional. I rely on this number, and the lack of clear communication and support has left me without a resolution.I kindly request the following:1.Immediate clarification on the status of my Universal Lifeline ******************* that my service will not be disrupted while this matter is resolved.3.A clear explanation of Simple Mobiles current policies regarding the Lifeline program.4. Review of the unprofessional conduct of the representatives I spoke to.Please address this matter urgently to avoid any service interruption. I look forward to your prompt response.***** ******* Universal Lifeline Number: **************
Business Response
Date: 01/17/2025
Dear ***** *******:

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

Your complaint states that you received a notification about your **************** going to be disconnected and when you call customer service for assistance, the issue was left unresolved.Therefore, you would like to know the status of your Lifeline account,assurance that service will not be disconnected, to know the Lifeline policies and review any unprofessional conduct.

Upon review, we found that you applied and got enrolled for the Lifeline program with Simple Mobile on 9/23/2024; allowing you to receive a $29 discount per month. Please know that you must buy service plans with 6GB or higher to receive the Lifeline discount, and you can make the purchase through any channel. In addition, you are required to use the service at least once a month to remain active and keep the Lifeline discount.

The record shows that your Simple Mobile account was deactivated due to non-renewal of service; a clear system issue was encountered.We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We found that an escalation was submitted to have the system fix on 1/5/2025, and updates were applied on 1/06/2025; allowing us to reactivate your phone service. Reference number **********.

We spoke with you on 1/16/2025 via phone ********** wherein it was confirmed that your service has been working, and the right Lifeline benefit has been applied to the account as well. No further assistance required.

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 1311942109.

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: 01/17/2025

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:12/18/2024
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.
Name: *************************** in Question: ************ Incident Description:On Friday, September 6, 2024, while I was traveling in *********, my phone was stolen. I immediately purchased a new phone from ******* for $260. I then attempted to transfer my old phone number to my new device. However, despite multiple attempts, I was unable to complete the transfer via the online system. The failure to transfer my number caused significant distress, as my old phone number contained essential information such as banking, finances, travel details, and personal contacts. This failure ruined my vacation and caused considerable inconvenience.On Monday, September 9, 2024, I reached out to Simple Mobile support via chat. My first interaction was with an agent named *******, who mistakenly deleted my new phone number and assigned a new number without my consent. He provided me with a corporate contact number, but my subsequent conversations with another agent, *********, resulted in no resolution. ********* claimed that she could not provide the corporate information despite being given it earlier in our conversation.Finally, I spoke with another agent named *******, who explained that Simple Mobile would not allow the transfer of my old phone number to either another Simple Mobile device or a different provider. The reason provided was that I had not enrolled an email or created a PIN number, which I was told was necessary to complete the transfer. However, this requirement was never disclosed to me in Simple Mobiles terms and conditions. It is perplexing that such requirements are necessary for a number transfer but not for account authentication, especially when my phone bill continues to be deducted automatically from my account.
Business Response
Date: 01/02/2025

Dear Porsche Jordan,

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated December 18, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you were unable to transfer your phone number from your stolen phone after working multiple times with a customer service representative. One of the representatives who assisted you with the concern mistakenly deleted your phone number and assigned a new one. You were also informed that your phone number cannot be transferred due to no email address and PIN registered on your account.

In our review, records show that your phone number ending in 9673 has been inactive since 9/18/2024 after your device was reported as stolen. Additionally, a refund was also processed for the service taken from your account for the month. Currently, the phone number is already unavailable as it has been inactive for more than 60 days.

We contacted and spoke with you on December 26, 2024, by phone number ************** but we were unable to provide complete assistance since you requested a callback on a different day due to unstable signal from your phone at the time, which affects your conversation with one of our representatives.

On December 30, 2024, our representative was able to speak with you once again and tried to discuss with you the status of your account and our process for account authentication. However, you have mentioned that the concern that you would like to be addressed is with your request for financial compensation due to the inconvenience you have experienced. We offered service replacement as SIMPLE Mobile will not provide any monetary compensation, but you refused the offer.

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.However, please be advised that SIMPLE Mobile strictly follows no monetary compensation policy. Moreover, replacement of service can be processed for the service that was not used due to a technical or system error encountered affecting once phone service.

Upon further review, we see no error in your account and no service interruptions encountered during your paid service. The payment processed from your account after your phone got stolen was also refunded. Therefore, SIMPLE Mobile no longer has any financial responsibility for your account.

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

Please refer to KANA reference number ******* or Ticket Number 1311317541.

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

Thank you for choosing Simple Mobile Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 01/02/2025

Complaint: 22705422

I am rejecting this response because:

Sincerely,

Porsche J

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