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:03/02/2024

  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.

  Mint Mobile has continued to refuse my refund of one month. I paid in advance for a year, their plan allows for this it is not a contract, simply a pay in advance. I have continued to call and they tell me that they'll issue the refund for the last two months but now almost 3 weeks later they have not. When I called back today, the 'supervisor' said that they have no information on this and that she'll 'submit another ticket'. I believe that Mint is stealing my money after I have transferred out due to poor quality service. I am simply seeking a refund of my remaining advanced pay, approximately $25 dollars.

  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: 03/11/2024

  
  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. I would like to note it would be nice if corporations didn't make us jump through all of these hoops to get assistance. 
  
  
  ***************************
  
   
  

• Initial Complaint

  Date:03/02/2024

  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 had been a happy Mint customer for years and found the service to work well with my international travel. I prepaid $30 for their ****** international roaming service and got $1.43 of service out of it before they discontinued ******.Mint took the balance of $28.57 and said it could be used for other services like tech support, or renewals. I wasn't renewing because I had to find another carrier that was compatible with my international travel.Support opened a ticket L2-202868 and responded they wouldn't refund my unused balance for the service they discontinued.

  Business Response

  Date: 03/07/2024

  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:03/02/2024

  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.

  On 02/27/24 I paid for a 3-month, 5 GB plan for $82.50. When I asked for a full refund on 03/01/24 for dissatisfaction with Mint Mobile's service, they denied my request. I don't understand why I can't get a full refund within 7 days of the payment. According to Mint Mobile, there should be a "7-Day Money Back Guarantee." When most people see that guarantee on the Website, they don't think about the difference between "reactivate" and "renew" of plans. For the reason they said of refund denial, I don't think it's fair to customers.

  Business Response

  Date: 03/20/2024

  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:02/29/2024

  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 ordered 2 transfer lines (eSIM) with Mint Mobile on 2024-02-28 for $201.68. It was only AFTER I paid that the site told me my order had been changed to be 1 physical SIM and 1 eSIM. I tried setting up the eSIM on one of my lines, but had severe difficulty, enough so that their tech support finally (after more than an hour of chatting back and forth on the issue) decided to issue me a new eSIM. They said the new eSIM would be issued "within 4 hours". Around 12 hours later, I finally got the email. My phone was completely disabled during this time, which caused significant problems with other important things in my life that I needed to take care of. The new eSIM QR code worked, and so I went on to contact technical support again for the other eSIM. My first support agent took 10 minutes to respond, sent a big wall of text, and then "disconnected me for inactivity" 30 seconds after sending it, while I was reading it. My second agent informed me that they had to issue a refund on the physical SIM line, and then I needed to reorder an eSIM. I had used the last of my money to purchase these lines (money is EXTREMELY tight at the moment, which is the main reason we were switching to Mint), so I didn't have any available to purchase the new eSIM line, and the agent said it would take "7-10 business days" for the refund to go through. The problem with this is that, for other external reasons, if I don't get the line off of the current carrier before March 11th, we lose it (the number) permanently. So now, because of Mint's screw-up, I may lose one of my lines. The agent stated there was nothing he could do about it.

  Business Response

  Date: 03/03/2024

  Dear *****,
  We apologize for the inconvenience and frustration you've experienced with your recent order and the difficulties encountered during the setup process. This is not the level of service we aim to provide.
  We're committed to resolving this issue promptly and ensuring your satisfaction. We'll be reaching out to you privately to gather more information and work towards a solution that meets your needs.
  

  Kind regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:02/29/2024

  Type:Delivery 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 placed an order with Mint Mobile, that order number is MT4550586. This order was never delivered by *****. That tracking number is ************. ***** returned the item to the merchant and that tracking number is ************. I contacted the merchant for a refund and the promised to get back to me within a couple hours and failed to do so. I assume this is a fraud. I would like to be refunded the purchase amount of $55.79, either by refunding the card used or by check.

  Business Response

  Date: 03/01/2024

  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:02/27/2024

  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.

  I paid about $180 for Mint Mobile 12-Month 5GB Plan on 10/08/2023, it is supposed to end on 10/07/2024. I was traveling abroad for a couple of months so I online chatted with Mint Mobile customer service about how I wanted to pause my account while I was away and reactivate it when I am back in the States. I was told that it was doable, so I paused my account on 12/19/2023. When I returned to the US on 02/25/24, I contacted Mint Mobile to reactivate my account and I got the answer that my account had been suspended, to restore it, I had to pay for the renewal. I told them I had paid $180 for a year and this account shouldn't expire until Oct. 2024 and asked them about the reason why my account had been suspended. They said that I asked for it. I replied because your customer service said I could pause it and reactivate it when I'm back in the US so I did so. It doesn't make sense why I would waste my money to suspend my account. To restore my account, I paid another 3-month plan with a total of $82.5 on 02/27/2024 because I need desperately to use my phone to contact my banks, work, friends...etc. Because I had spent over one hour on the phone (my husband's) with Mint Mobile, I was so tired and frustrated but they couldn't solve the problem of restoring my account so I had to agree to pay for the renewal. I wish I could have the unused money back, which would be 12/20/23-10/07/24. Thank you for your help. P.S. Mint Mobile case ticket #L2-197519

  Business Response

  Date: 03/05/2024

  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:02/27/2024

  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.

  Where to start, first they have the WORST customer service, rude and completely un professional, one girl kept trying to explain to her why the call dropped, while shes smacking gum in her mouth. No one relays messages to each other and if they do its completely wrong, i think they play that game we all played as children where you tell someone a phrase and when it gets to the end its completely different. Well so my phone was stolen on a wendsday its now saturday i paid for applecare plus in advance in case something like this happened, but i made the mistake of paying for it through Mint they show that i paid for it in their system but oops they took the money and acted like they were applecare and jokes on me. out a 1200 phone the money ive paid for my bill i advance the applecare money then the time ive spent on the phone with them

  Business Response

  Date: 03/20/2024

  Hello,
  In regards to this concern, we will attempt 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

• Initial Complaint

  Date:02/26/2024

  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 am a requesting a prorated refund from Mint Mobile due to their bait and switch tactics. On September 29, 2023 I paid Mint Mobile $391.61 for 12 months of service starting October 1, 2023. I am now 5 months in and am requesting a refund of $241.75 ($228.44 for the remaining 7 months of my plan plus the $13.31 in my Mint Wallet) due to a ************** to their system which now leaves me without service while traveling internationally. Mint Mobile is now leaving me completely unreachable unless I pay an additional $80 for their new Minternational Pass while I am out of the country for 2 weeks. I do not want access to over 500 text messages or 500 minutes worth of talk time, nor do I want any data. I need to be reached in the event of an emergency back home and they have denied me that service unless I pay the additional $80. Their solution, use WiFi calling. While that sounds great, it does not enable me to be reached in the event of an emergency. Neither does using a local SIM as I am left with different phone number from another country, not my number. Mint has ignored my requests for a refund.I did not sign up to Mint Mobile for their Minternational Passes, I signed up for UpRoam which they are denying me access to.

  Business Response

  Date: 03/04/2024

  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: 03/19/2024

  Hi, 
  
  This complaint has still not been resolved. 
  
  I responded to *********************** from Mint on March 5th with the information she requested along with screen shots of my account information, history and payments. Followed up on March 7th, 10th and the 13th with no response at all.
  
  Thank you, 

  Business Response

  Date: 03/25/2024

  Hello,
  In regards to this concern, we have confirmed that a refund request has been submitted. Please allow up to 14 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/31/2024

  
  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:02/26/2024

  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 prepaid for a 1 year plan(around $360) & half way through this plan, the ***************************** went through a major overhaul. This new roaming service requires me to pay $160/month in addition to what I've already paid. The old roaming service only cost me around $20/month. I'm not sure how or why Mint Mobile can get away with doing this. I've tried to reach out to the customer support via ********** ********* say the same thing over and over without actually trying to help me resolve my issues. I would not recommend this shady company.

  Business Response

  Date: 03/04/2024

  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

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising 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 January 18th 2024 I ordered two new phones from Mint Mobile along with two plans for one year of service.When the phones arrived it was obvious that the phones were not new. In the attached photos the boxes for the phones show that they had been opened and taped with packing tape from a previous customer. The packing tape was removed but the residue of the tapes remains on the box, the box was then retaped and shipped to me. My order number is MMM_382525.I called customer service in order to return the phones for a full refund.Customer service informed me that I would receive an email with a return label within two business days. The email never came with the return label.I repeated this procedure three more times and each time the customer service representative said that an email would be shipped with the return label but this never happened. The last time I called was February 8th ********************************************************************* that because I had the phones for more than the time allotted to return the phones, I could not return the phones.This deceptive practice is obviously designed to force the customer to be stuck with a product that is falsely advertised as being new..I was billed $2,246.14 .My desire is to return these phones to the company for a full refund.Kind Regards ***************************

  Business Response

  Date: 03/04/2024

  Hello,
  In regards to this concern, we will contact the customer via the email and/or phone provided on this form as we assist with the return. 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: 03/04/2024

  
  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,
  
  ***************************