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:03/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I prepaid two phones and two lines of service for a year with 5gig of data each. The order number is MMO_375361. My wife's phone had multiple issues. First, she was not able to get any data. Second, only a couple people are able to connect calls, and most people it just drops immediately. Third, her voicemail and my voicemail are swapped. I called technical support 5 separate times. Each time, they went through a trouble shooting processEach time they assured me they could fix the issue, and that I just had to wait ***** hours for issue to be resolved on their end. They promised each time they would give me a callback when they fixed the issue, and email me with confirmation. I received no callback and no email from any technical support at any time to this date, almost 3 months later.Eventually I took it to a certified ******* specialist. The specialist said the phone itself was faulty, and that I needed to get a refund. When I asked for a refund from Mint Mobile, they promised they would give one, and me. There was no contact. They told me to wait 7-10 business days for the refund to complete. I waited two weeks, and after no contact again, I called them again. It had been denied because it had been longer than their 7-day refund policy. The only reason it had been longer than that was because they were unable to fix it with technical support, and had promised it could be fixed if I waited long enough. I explained that, and that it was not an issue with me waiting too long, but rather that their technical support promised again and again it would be fixed, but never contacted me back. That supervisor appealed the refund process, and created another ticket, with a note that the reason it was past the 7 days was because of technical support issues, not because of me. That ticked number is CRT-******. Again, I was promised a refund in 7-10 days, and they would contact me. I need help from the BBB to get them to issue the refund.

  Business Response

  Date: 03/14/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/06/2024

  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.

  I had 4 cell lines with Mint Mobile for years, and I was always on quarterly billing. 2/11/24: Mint Mobile, without my authorization, charged me for 12 months; I called Mint Mobile on 2/11/24 for refund for 9 months. A ******* told me that he must suspend my service first & then refund the overcharged & after that I should call Mint Mobile to restore my service; I explained that remaining without service doesn't work for my family and ******* didn't help; called again Mint Mobile on 2/11/24 to cancel the service and request full refund (the new cycle started on 2/11/24 too). A **** told me I can be refunded without losing service, but he must put me on promotional plan. I agreed since I was promised refund without losing ************** charged me extra $280.04 (4 lines). **** transferred me to Mint Mobiles to a **** for the refund. **** too said she must suspend service to refund me; talked to a ******, supervisor - she too said suspending service first then refund even though **** promised refund without losing service; 2/12/24, talked to a *****, Mint Mobile; she agreed to the refund amount ($1,584.92) & said I'll get it in 7-10 bus. days. A ******** (Mint Mobile) emailed me on 2/12/24 and confirmed too I'll be refunded in 7-10 bus. days; 2/12/24, I emailed ******** to confirm the refund amount but never heard back; 2/15/24, Mint Mobile partially refunded me $598.72 out of $1,584.92; 2/22/24, I emailed ******** (Mint Mobile) that the 10 bus. days will expire soon and that I still have only the partial refund, but never heard back again; 2/27/24, I emailed ******** & advised her the 10 bus. days expired on 2/26/27 but I have only the partial refund ($598.72 out of $1,584.92). I have no reply from Mint Mobile yet and I still don't have the outstanding, overcharged amount of $986.20 ($1,584.92 - $598.72 = $986.20). Can you please follow up with Mint Mobile about my refund? Feel free to contact me at **************** or ************ (text messages OK). Thank you!

  Business Response

  Date: 03/08/2024

  Hello,
  In regards to this concern, we have confirmed that the refund has been issued on 3/7/24.  Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Dimitar Poryazov
  
   
  

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Mint Mobile cell phone/service bundle for Phone+3 mos. service. The bundle is in a brand new, unopened box with Mint branding on both the box and instructions. The *** card was still attached to it's main card. **** said to try using that new *** that came with the phone, which had a New telephone number. That didn't work. I have not been able to get the phone functionality "authorized". I called them yesterday and again today for a total of approx. 7 hrs. with Mint and ********************* with no success. I have provided the ***** have used the unlock codes Mint gave me, and still the functions are Locked. They said they couldn't do anything and transferred me to ******** who told me the phone is Locked To Mint and they can't do anything. We even tried a Factory Reset. Did not need to use the 3 mos. free service because I Have a Mint account. *I was even willing to use the New Phone Number attached to the New *** card*. But that did not work either. The Phone is Locked and although Mint Can unlock it, they Choose Not *************** and Mint Mobile say the phone is Locked To Mint by Mint but Supervisor ******'s ********** Mgr. confirmed the **** is not reported stolen, nor was the *** card previously activated. The Only problem is that it's against their policy. The last 2 times, when it seemed they had reached the limit of their capability, my call mysteriously Dropped and no one called me back. In looking at other venues, I see that this is not the Only incident of Mint refusing to Unlock a phone.

  Business Response

  Date: 03/12/2024

  Hello,
  We have resolved this concern with the customer.
  Thank you,
  ******************

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I signed up for Mint Mobile and signed up for the whole year. We then discovered we did not have service in a lot of areas. I called the technical support hotline multiple times and they were not able to help at all. Mint mobile would not give me a refund despite not having service. The payment information is listed below: ***************************: Payment Number Is: ******** Date Renewed: 1/3/2024 Plan Payment: $300.00 ************* $27.88 TOTAL: $327.88 *********************: Payment Number Is: ******** Date Renewed: 1/3/2024 Plan Payment: $180.00 ************* $22.38 Total: $202.38 We would like a refund for our money since we had to switch to ******* at the beginning of March 2024 due to lack of adequate service by Mint Mobile.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/11/2024

  I am still waiting on a response from Mint Mobile regarding the refund. 
  

  Thank you

  Business Response

  Date: 03/18/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3 I called mint mobile to see about taking advantage of a promo emailed to me to renew my service with them. If I did I would receive a three month credit to prolong my service. So three months paid three months given for a total of six months. I was informed I would need to take No action as it would automatically be applied to my account. I made five phone calls total with follow *** and screen grabs plus two online chats. Fast forward to yesterday when my service has been cut off on March 3rd three months after the initial payment with no promotion applied. I called to clarify why my service had been cut off only to be told my credit was for 90 dollars but I needed to pay an additional 37 dollars to unsuspend the account and use the credit. The text on the bottom of the email says the credit varies and can be a maximum of 120 dollars. Ie corresponding to the level of the plan you chose for the three months. They have refused to honor that and demand payment otherwise the phone is turned off and suspended. They initially sent the number to be suspended feb 11th according to the rep. *** cut service off the 3rd of March. Its a scam to offer this promotion and then cut off service demanding money for the promotion to be applied. I wasnt even going to continue my service with them had it not been for this promotion! If they arent going to honor the three month promotion credit just refund my total purchase as I wouldnt have continued the service with them had it not been for the promo and customer service reps ************ was all automatic.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/27/2023 - Prepaid was purchased. Order # MT4010794 01/05/2024 - I chat with Mint Mobile to cancel the plan. To this date, plan has never been activated. I am told that no problem and plan will be cancelled and a full refund will be issued.2/08/2024 - I received email from mint mobile saying that my prepaid phone plan was never activated. "the *** card that came in it actually expires on 2/23/24 which is happening pretty soon. " This email is weird because I already called to cancel it.2/22/2024 - I chat with mint mobile again to see what is going on. They can't see any past conversations. But I am told that a refund is being issued and I should get it within 7-10 business days. I ask for a confirm code/copy of the chat conversation emailed to me. I am told that Mint can't do that; that mint mobile is not able to send emails to customers. I ask for a manager. I am told that there is no manager working this day and not to worry and that I will get a refund within 7-10 days. I push to talk to a manager and then after a while I am told that a manager will now speak to me? I thought that were gone for the day? 03/04/2024 - No refund is given yet. This time I call mint mobile. Again I am told that I will receive a refund within 7-10 business days. I hang up and exactly at the same time the same person that I spoke with tells me emails me telling me that "We're sorry to hear that you were not able to use the service as you expected. Upon further review, we find that we are unable to process a refund since the services are outside of the return policy. Therefore, your request has been denied...Refund Policy. You are not eligible to request a refund for a new Mint Mobile service activation or *** kit when forty-five (45) calendar days have passed since the date of purchase (45-day refund exclusion)."To add to the confusion, Mints emails says: 2/23/24 and on the sim card, it says activate by 08/17/2026.Plan was never activated or used.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/12/2024

  Mint Mobile did NOT send me an email like they state in their response. I did receive a voice message from Minto Mobile, but the person's english is so poor that I cannot understand what they are saying.  I was afraid to call back as it would have been just too hard to understand them. Please keep communication to email form.

  Business Response

  Date: 03/19/2024

  Hello,
  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/04/2024

  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.

  I renewed my Mint Mobille plan on 12/21/2023, for a year. I paid $201.64. I started having problems with my phone service in January and contacted Mint mobile multiple times. At first I was able to speak with tech's at Mint Mobile. One had me remove and replace my sim card. Another told me they checked on their end, and there was no problem with the service. I explained to each that I was unable to hear the other party. I could hear only bits and pieces of the words they were saying. but was assured ththere was nothing wrong with the phone.or the service. It got so bad, that I could no longer use the phone, so I chatted on-line with different techs, but none could resolve the problems at On Feb 7th my husband died, and I needed to be able to speak with them and hear their responses. I continued to try to chat with Mint, and often the chat would be closed by the tech for no reason, or they would tell me to use the 800 number and call customer service. Over and over again I asked for someone at Mint to help me. Eventually one rep said there was definitely something wrong and I should get a new phone, so I bought a Pixel 8 Pro from them on 2/27/24 for $718.99. received on the 29th. Unfortunately they had difficulty trying to transfer the info from my old phone to the new one on 3/01, and somehow cancelled service from both, as neither phone could make or receive calls. So I had to go to a local provider with on site techs so they could fix the phone that Mint had messed up. I had to change carriers. would like a refund from Mint for 10 months of service at $15/month = $150.00.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/02/2024

  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 currently have service with Mint Mobile. I am enjoying the savings, but when it comes to the customer service I have a big issue. I purchased a replacement phone and of course I just wanted to transfer my service. Two days later my service still. isn't transferred. Talking to several customer service reps, I have been given incorrect information of just lied to. I was told once my service was discovered to have a problem that it would be esclated to the highest team. Talking to rep today I was told it was not done, but seconds later I was told it was done. The long and short of it is that I have been without service for two days which is not acceptable.

  Business Response

  Date: 03/08/2024

  Hello,
  In regards to this concern, we have confirmed the customer's initial issue has been resolved. If the customer has any questions or concerns they can contact us at ***************.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/02/2024

  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.

  Service has been poor and I regretted renewing my annual plan. I would like a full refund for this poor experience. I really trusted in this provider. Very saddened.

  Business Response

  Date: 03/08/2024

  Hello,
  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/08/2024

  I spoke to a **************** Representative and then their Supervisor and explained my concerns. The supervisor was sympathetic and said she would put through my request for a refund for the rest of the unused months. She said that providing a refund was not the practice but that she would make an exception. This notice of not receiving a refund is unfortunate and upsetting because I was told that I would get this refund. 
  

  The main reason for my desired refund is because I did not get the intended service I paid for. The new changes with T Mobiles acquisition of Mint Mobile prevents me to use the wallet capability and I am forced to by a pass for international roaming/calling. This is NOT what I desired when I repurchased the annual plan. I feel betrayed by the company. 

  Business Response

  Date: 03/14/2024

  Hello,
  In regards to this concern, we have contacted the customer to confirm the refund issue has been resolved.  We will continue to evaluate our current international service plan based on customer feedback.
  Thank you, 
  ****************** 

  Customer Answer

  Date: 03/15/2024

  *his issue was not resolved. As mentioned in previous messages. I was told by a Supervisor at Mint Mobile that my refund would be processed. I feel betrayed by this company and this fiasco is ridiculous. I request to be refunded for the remaining months that I have. I had no say when the * Mobile took over and when the wallet option was removed to a pass format. One of the reasons I bought a plan for Mint was for the wallet option. As a customer, I deserve to be alerted and given the choice to either withdraw my plan with a refund or continue with the plan. *Mobiles acquisition of Mint Mobile has broken my trust with the company. 

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint #1:My husband initially tried to renew our plan through Mint Mobile. He was told TWICE (and repeated it back) that we could renew our service on BOTH phones for $120 for 3 months. He paid the $120 but Mint only applied the credit to HIS phone and shut my phone off. When he contacted MINT they admitted the mistake but would not fix it. No offer to refund the money for my phone was ever made. I had to pay approximately $80 to reactivate my phone just so I could switch services.Complaint #2:Mint agreed to unlock our phones after a year. We used Mint for a year and then we asked three times for my phone to be unlocked. The first time we were given a number which only ended up transferring a *** card. Once the *** card was transferred my phone would only work with WIFI. We made a second request and were told our phones were never locked. This clearly was not true. The third call we were told that we had never requested to have the phones unlocked. Mint was purposely not unlocking the phone per their own agreement and the law just to prevent me switching service.

  Business Response

  Date: 03/08/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************