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:01/16/2024

  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 purchased a trial for seven days the number did not work. I tried countless times to activate import my phone number over. I ended up going back to simple mobile three because of it, they gave me a refund the first time after getting my pin from simple ********************** and then unlocking my account I tried again and they charged me $165.55 to reactivate a phone number that I was never able to use and it still didnt work. I never made one phone call one text message. Nothing. I submitted a refund request through an agent ticket number CRT-****** I called today to check the status on the refund and I was told it was denied and they refuse to give me my money back. This is absolutely unacceptable. This is the worst plan. it sounds good and looks good if youre trying to save money but for people trying to save money you dont keep $165.55 for something you can clearly see documentation for that did not work. I am also still with the 45 days of a refund and they refused to honor.

  Business Response

  Date: 01/22/2024

  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 **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/16/2024

  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.

  ** Oct., 2023 I sent $952.50 to Mint Mobile and received 3 phones. After receiving the phones and after several hours of working with Mint Mobile trying to get their phones to work I requested a refund and they sent me a Return Authorization and I returned the 3 phones with the assurance that they would refund my money. On 12/4/23 I spoke with Mint Mobile and was told the refund would be forthcoming within 7 to 10 working days. The refund was not forthcoming. I subsequently received 2 of the phones back with an email asking me to remove the "screen Locks". I am 85 and do not know what a screen lock is , let alone how to put one on or take one off. The email also said there was a label attached for returning the phones, there was no label attached. They have had my money for several months now and on 1/5/24 I asked for a timely response have yet to hear from them. Please help me get my money back.Sincerely,********************* ************************************************** **************** ************

  Business Response

  Date: 01/23/2024

  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: 01/24/2024

  Mint Mobile never called me. I called them the morning of January 22nd and after lengthy discussion with no resolution in sight they told me they would call me back within 24 hours. It is now almosty 48 hours and I have had no response. I appreciate your help, but I have sent Mint Moblie emails and called them before and they have not responded.

  Sincerely,

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

   

  Business Response

  Date: 01/29/2024

  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: 02/22/2024

  See attached.

• Initial Complaint

  Date:01/15/2024

  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 July 5, 2023 I paid $266.50 for five 3-month unlimited plans. I already have Mint Mobile as my service and thought I could apply these to my current plan. I then got very sick and was not able to do anything for several months. When I was feeling a little better, I called to activate the plans and couldn't. Then, we realized that we had been charged $266.50 twice -- for a total of $533. I have called several times to get the duplicate charge refunded and either get the $266.50 applied to my account or get a refund. Every time, they tell me that I can't apply the money to my account, but that they will try to process a refund. They're very nice on the phone, but then afterward, I get an email saying that the refund has been denied. So, they charged me TWICE, I can't use it toward my account, but they refuse to give me my money back. So, Mint Mobile has STOLEN $533 from me. I paid and they have provided absolutely NOTHING. The original order number is MT3154208 and the duplicate charge is MT3154217.

  Business Response

  Date: 01/22/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 01/23/2024

  Mint Mobile indicated that they are in contact with me to resolve this issue. I have not received any communication from them since this complaint was filed. They have not provied a refund or any resolution whatsoever. They need to refund my $533. And they need to CONTACT ME!

  Business Response

  Date: 01/30/2024

  Hello,
  In regards to this concern, we are working on processing the refund and will contact the customer once it has been finalized.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/05/2024

  I would love to accept this apparent offer of a refund. However, Mint Mobile has still not contacted me or refunded anything. It feels like theyre telling me what I want to hear on BBB but are not backing it up with any actions. If they actually contact me and follow through with a refund, I would be delighted to consider this matter settled, but I cannot do that until they actually contact me and do what they say theyre going to do.

• Initial Complaint

  Date:01/15/2024

  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.

  Today 1/15/2024 I ported my number ************ out of Mint Mobile, but I was told I'm not able to use my new provider's service because my phone is locked. I had brought this unlocked phone to Mint Mobile and used them for a three month trial period and found that I was not getting good coverage. I have reached out to Mint's customer care twice. The first time was with an agent named ********. He told me Mint does not lock devices but when I pressed him to look on his end if phone is locked he was able to confirm it and even tried filing an IT ticket to unlock my phone but then told me the app was down. He told me to try reaching out to support later with reference #********. The second time, the agent was Yenifel. Despite me detailing my previous conversation and providing the reference #, agent repeatedly told me Mint Mobile does not lock/unlock phones, contradicting the first agent. I requested escalation of the issue and an explanation of how I was able to use my phone on Mint if it was "locked" by the store where the phone was bought (as claimed by the agent) and why it's all of a sudden locked as soon as I ported my phone out. I have the full chat conversations recorded and will be proceeding with further action until this is resolved.

  Business Response

  Date: 01/20/2024

  Dear ***,
  We apologize for the inconvenience you have had with your phone being locked. At Mint, we do not have the ability to lock your phone by simply inserting our SIM into it, it is not possible. Your phone must have an error and we will send you an email with some steps that *** help.
  
  It is advisable that you also take your phone to a technician.
  
  
  Best regards, ************ Support, Mint Mobile

  Customer Answer

  Date: 01/22/2024

  
  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,
  
  C Tan
  
   
  

• Initial Complaint

  Date:01/15/2024

  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.

  We tried to transfer service from T-Mobile to Mint Mobile on December 30th when we purchased our Mint plan. One of our phones wouldn't take the new SIM card as it was locked to the other carrier so we had to cancel our Mint plan and switch back over. We did this within the 7-day full refund period and received a refund approval and reference number. We've only received $92.95 (on January 1st) of the $223.09 and spoken to close to 10 people in their call center about why we haven't received the rest of the refund. Each person continues to tell us the same thing (that it has been approved) but we have yet to receive the rest of our refund. We are very disappointed in the customer service at Mint and would really like to resolve this.

  Business Response

  Date: 01/20/2024

  Dear ******
  We sincerely apologize for the inconvenience you've experienced regarding the refund process.
  To ensure we address your concern we'll be reaching out to you privately for additional details.

  
  Kind regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:01/15/2024

  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.

  As a faithful Mint user, I have perfectly used Mint over the past year and recommended it to several friends. However, my recent experience has been extremely painful. During Christmas, I traveled abroad alone, and on my way back, I realized I had forgotten to carry my Mint SIM card. On January 2nd, I ordered a new replacement *** card from Mint, and that's when my over ten-day-long nightmare began. Here is the timeline of my experience:First contact with Mint: After getting the new replacement *** card and trying to activate it, I discovered that Mint required old phone SMS verification, which I couldnt do since I lost my old *** card. I contacted customer service immediately. They asked me for the last five numbers I called, but I couldnt remember as my last usage in the US was a month ago. They said they would contact me within 1-3 days and confirmed they would send an email.Second contact with Mint: After 2-3 days without any email, I contacted customer service again. They told me the *** card was activated three days ago, but it wasn't working. They suggested troubleshooting, even suggesting it was due to my non-US manufactured phone. However, I had used a Mint SIM card perfectly for nearly a year, and my friends, who also dont have US-made iPhones, could use it normally. I tried two US devices that afternoon, finding the Mint SIM card didnt work on all three phones, including mine, which worked perfectly with ***-Mobile *** card, indicating the issue was with the replacement *** card.Third contact with Mint: After concluding, I contacted customer service again, explaining the situation. They asked for more troubleshooting, which was clearly ineffective. I suggested the problem was with the *** card and asked for a replacement. They said they would upgrade my issue to a higher-priority ticket, claiming it would be faster than getting a new *** card and assured resolution.Fourth contact with Mint: Again, without any email updates, I contacted customer service. They claimed their team called me and everything was normal, which was clearly false as my phone couldnt use the *** card. They said they would upgrade my ticket again and asked me to wait. I disagreed, as I couldnt live without a *** card and had waited long enough. They offered a refund and asked me to wait another 1-3 days.Fifth contact with customer service: With no email contact, I inquired about the refund. They just needed my order number and said the refund was approved. I confirmed the total refund amount since I had used my own money and Mint credits from referrals. They promised a refund of $360 and asked me to wait another 1-2 days. I confirmed if the refund was processed, as I planned to switch to another carrier immediately. They assured me to wait for the money.Sixth contact with customer service: Today, two days later, I inquired about the refund again. They told me my ticket was closed because it violated their 7-day refund policy, including my new *** card. This is the multiple deceits Ive faced from Mint, wasting my time and money (I had a year-long plan). Without a *** card, my daily life is disrupted. I never asked for a refund from Mint before, as I was satisfied with their service. I even tried to negotiate with customer service to convert my remaining plan time into credits for a new Mint account, closing the old one. They said they could only process a refund, which was already approved, but now I feel deceived again.Interestingly, I have consistently requested Mint to contact me via email and received affirmations, but I never actually received any email from Mint. Moreover, a friend recently brought me my old *** card, but it became invalid because the new *** card was supposedly activated. The initial reason for getting a replacement *** card was to quickly regain service, but now it has ironically led me into an endless cycle of waiting.This time, I need Mint to provide a reasonable solution. I can't afford endless waiting anymore.

  Business Response

  Date: 01/22/2024

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

  Customer Answer

  Date: 01/22/2024

  
  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,
  
  ****** Gong
  
   
  

• Initial Complaint

  Date:01/13/2024

  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.

  Purchased a phone/service package 12/20/23. Specifically ****** Pixel 7 with 1 year service to be delivered at their discretion. Had the misfortune of an unprofessional ***** driver (separate complaint). Long story/short, ***** driver failed the delivery and returned item to shipper. Have proof of delivery path to me then return to shipper. This is where my problems with Mint Mobile start. Originally called 12/27/23 to inform them of courier issue and if they could reship. Ticket was closed stating they do not "reship orders with devices". I didn't address this again until the item was returned to shipper. This time on 1/10/24 Mint Mobile reached out to me via e-mail stating they received the item in their warehouse and if I could confirm my address so they can "get that order right out". I confirmed my address through e-mail and waited. I followed up on 1/13/24 by voice for a new tracking number so I could request a hold at a ***** station but was notified this item was not eligible for shipment. My option was to cancel for refund and re-order. I declined to re-order and requested a refund. CS representative processed refund and stated I would receive final decision via e-mail. Later 1/13/24 I received an e-mail stating on review I was not eligible for a refund since the return was outside the return policy. (???)

  Business Response

  Date: 01/19/2024

  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:01/13/2024

  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 January 3, ****, my 15 year old son, attempted to get Mint mobile on his new phone. The phone was not able to be added to Mints network (which I would think should be determined before they collect payment) They sold him on a 1 year plan and charged him $201.33, they then charged him for a smaller plan at $56.30. After taking money twice they realized his phone was supported on their network. The $56.30 was refunded immediately, but they still owe him the $201.33. He called customer service and was told there was no transaction for $201.33 (his bank statement is attached that shows otherwise). I called on his behalf and was told they transaction had been cancelled and the money would be returned, it hasn't. I emailed to ask for assistance on the matter, no response. I would like a full refund of $201.33.

  Business Response

  Date: 01/19/2024

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

  Customer Answer

  Date: 01/21/2024

  I am fine with Mint mobile contacting me to work out a resolution. I didnt want to the close the ticket out, do not accept seemed like the only option that wouldnt close ticket.    I can be reached at ************ or ******************

  Business Response

  Date: 01/26/2024

  We are working on the refund request.

• Initial Complaint

  Date:01/12/2024

  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 paid for a year, in dec2023,, had constant problems will call going to voicemail...spent many hours on tech support..this week, Jan 10 ****, had many hours with tech and supervusors..requested money back or fix the problem...I finally jan11 **** fixed problem after wiping Sim in alcohol and using another phone...got an email stating my refund would be effective in 10 days ..then they turned the phone off immediately...I tried to gave it turned on but the money they had was not useable..and all available plans were at higher rates...so even though they had 165 of my money and I had no phone I had to pay 75 fir 90 days vs 180 for 360 to get service..now they have 75 plus the 165 they owe me...it is extortion...

  Business Response

  Date: 01/19/2024

  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 **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/19/2024

  yes they issued a refund dated 10 days after they canceled the phone service, and then charged higher rates to reinstate service...even though they owed me about 164 dollars

  Business Response

  Date: 01/26/2024

  Customer received refund for $168.67  and $82.99

• Initial Complaint

  Date:01/12/2024

  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 attempted to renew a 12 month phone plan on August 9, 2023 for $263.49. Mint mobile claimed the payment didn't process correctly, but it showed on the bank statement. We submitted a claim/ disputed the payment from 8/9/23 with our bank. They refunded that amount. We again paid Mint mobile on 8/11/23 a total of $263.49 for 12 months of service. Today, 1/12/24 they have cut off my service for non-payment and are demanding a further $268 to pay until my service would renew in Aug ****. They are trying to collect further payment for something I have already paid for. They are using my cell phone service as ******.

  Business Response

  Date: 01/18/2024

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