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:02/23/2024

  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 telephone and service plan *************) for $297.50. The phone never worked. It took their *************************" over two months to decide that the phone was defective. An expert instructed me, in writing, on an internet chat, to return the phone. He said I would get a full refund and could then buy another phone and service plan *************). I assumed he was telling the truth, so I bought the new phone and plan without waiting for the refund. They refunded $149 for the phone, but refused to refund for the plan. They say that they only allow seven days for the return of the service plan, and since it took their experts two months to figure out the problem, I am not *********** a refund. The original purchase was on 6-9-22. I have contacted them repeatedly and they either don't respond or they send me a form letter explaining the service plan return policy.

  Business Response

  Date: 02/29/2024

  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

• Initial Complaint

  Date:02/23/2024

  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.

  n February 15, 2024, while in ******, **, I purchased an international pass from Mint Mobile for $48. This pass was intended to ***** me access to data, call minutes, and text services for a duration of 7 days. However, upon attempting to activate the pass, it failed to function throughout the entirety of my travels. Upon my return, I made a total of seven attempts to address this issue with Mint Mobile's customer service department, only to be met with refusal for a refund on the basis that the pass had been activated.It is imperative to highlight that while I did activate the international pass as required to access its services, the pass itself failed to deliver on its promised functionality. This raises serious concerns regarding Mint Mobile's business practices. Selling a service with the full knowledge that it will not be provided and then refusing refunds when the service is found to be defective is not only unethical but potentially fraudulent.It appears that Mint Mobile may be profiting from the activation of these passes without actually delivering the corresponding services, effectively misleading and disappointing customers. Such actions undermine trust and raise questions about the integrity of their international pass offerings.In light of these experiences, I seek guidance on how to proceed. It is disheartening to encounter what appears to be a scam disguised as a legitimate service. Any assistance or advice in resolving this matter would be greatly appreciated.

  Business Response

  Date: 02/27/2024

  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: 02/27/2024

  
  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:02/22/2024

  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 Mint Mobile plan was set to renew on Christmas day. Due to some confussion my plan was paid twice from two different accounts. I notified Mint on Christmas morning and was told it was not a problem. They would expedite my refund claim. On December 30,2023, I received a text stating my refund had been approved and would be returned to my bank account in 7-10 business days. Today is February 22,2024 and I still do not have my refund. I have contacted Mint several times. Each time being told they would look into why I had not received it or someone would call me back and noone ever called. In my last communication I was told my claim had been closed but they could file a claim to look into it. When I asked to speak to someone who could actually answer my questions, I got disconnected. I am tired of the run around and excuses! I just want my $264.99.

  Business Response

  Date: 02/29/2024

  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

• Initial Complaint

  Date:02/21/2024

  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 have a 1 year service with Mint. When I bought the service the international roaming was agreed as pay per use. Starting in Jan this was changed to daily use. This is almost $10 / day. I travel to ****** almost 5 times a week. Since the terms changed I had to move to a different carrier. I want a refund of my balance as well as my international credit that has not been used from my wallet.

  Business Response

  Date: 02/28/2024

  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:02/21/2024

  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.

  12/16/23: ***************** S20 5G & 1 year of 5G service for $453.15 12/23/23: Received a ******* S20 ************************* card delivered via ******* Texting worked right away - Data worked after configuring the device using info from Reddit - Calling did not work from the device, 3 weeks on the phone with *********** were unable to resolve the issue after promising many times that it would be fixed.- Mint forwarded our call to ******* after informing us that the product is 'manufacturer locked'.- ******* informed us that the device was 'carrier locked'1/3/23: Spoke with a supervisor at Mint who informed us that they would process an 'exchange' with express shipping & send a new device back when they received the original 1/4/23: Received packing slip for exchange - Sent the device in & did not receive a notification from Mint when the package was received - Asked Mint about the status of the 'exchange'. They informed us that there wasn't an exchange but that they were processing a return, they refused to explain why this was the case 1/12/24: Credit Card was credited $295.74 for the price of the device - Spoke with Mint regarding the time the cell service could not be used. Mint account was credited $20.00 for 'service issues'- Spoke with Mint regarding the price difference of purchasing a new phone now as compared to the refund ($26) - we were informed that nothing could be done 2/16/24: Purchased second ******* S20 5G for $321.93 after never receiving return calls from Mint as previously promised (a lot)2/21/24: Received a ******* S20 5G delivered via ******* package was missing charging *********** tool (items ***** on ******* packing list from website)- All device features worked this time - Called Mint (supervisor) to resolve the pay difference issue again - they told us that they couldn't do anything - Spoke regarding missing contents. Mint forwarded the call to ******* - ******* directed us back to Mint Call dates and times available upon request

  Business Response

  Date: 02/28/2024

  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: 02/28/2024

  I answered your email within 15 minutes of receipt on February 26th with the appropriate detail and have yet to hear back. I did however get a call from Mint Mobile yesterday morning, when I answered and said "hello", Mint Mobile hung up.

  Business Response

  Date: 03/05/2024

  Hello,
  In regards to this concern, we do not provide devices at no charge or provide credits for device purchases.  If the customer continues to have service issues they can contact us at ***************.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/15/2024

  I would love to contact you regarding service issues... unfortunately that's the reason that I filed a complaint, because nobody does anything when we contact you. You refuse to resolve any of the many issues Mint has caused.

• Initial Complaint

  Date:02/21/2024

  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.

  Customer name: ************************* Phone number of service: ************ I switched service providers and no longer needed the final month (33 days left, due to expire on March 25th). I called the customer service number and the overseas call center told me that you guys only offer a 7 day refund policy, which that is PROPOSTEROUS to subsequently charge customers several months in advance then not give a refund for unused service!! Especially if the phone number is requested to be cancelled, as I asked for as I won't be needing the service anymore. That is HIGH WAY ROBBERY, and SWINDLING at the finest order. That is pretty much having customer's money taken for a service not received. In short, I NEED my unused 33 days (till March 25th) of future pre-paid UNUSED service immediately refunded!!If you do not, I will be forced to dispute with my bank given that this is unethical. Please immediately refund me the cash amount for 33 days of service, as now, even the actual phone number is no longer in service. The debit card I used to make the purchase is no longer valid, so you can refund me via check at my address I gave, or call or email me to get my new debit card to refund to.Contact:****************************** **************************** ************

  Business Response

  Date: 02/27/2024

  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: 02/27/2024

  I have not received any communication. Do you want me to call you, or you call me? Or email me? Call me either or both of these numbers: 

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

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

  Sometimes I don't answer 800 numbers since it's frequently spam, but I'll be sure to answer over the next few days in case it's Mint Mobile.

  Also my email you can contact me: ****************************

  or: ******************************

  Business Response

  Date: 03/05/2024

  Hello,
  In regards to this concern, we have left voicemails to the phone number on the form.  We will use the new contact information provided by the customer. 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:02/21/2024

  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.

  My 76 year old father received a Mint Mobile cell phone and service bundle as a Christmas gift. The bundle was in a brand new, unopened box with Mint branding on both the box and instructions. He wasn't able to get the phone activated so I attempted to help him. I contacted customer support on 1/27 at ***** and that agent did activate the phone service but could not unlock the **** Guard on the phone. She advised to contact the retailer or ******** Both the retailer and ******* advised that the lock was put on by Mint Mobile. I contacted Mint customer service again at ***** and was advised to return the phone. I cannot return the phone however because the first Mint agent activated the service so half the bundle is in use. On January 29, 2 attempts at chatting with Mint agents and 2 more attempts at calling Mint resulted in being given incorrect pin numbers, being told again to return the phone or call ******** One agent also suggested that they only deal with phones purchased off their website and I needed a Mint order number. Mint Cares has suggested they've escalated my request on 1/29, 2/8, 2/19, and today. I've been asked for a receipt twice, my name 4 times, and told to contact ******* again twice. On 2/16 I tried a chat agent who suggested I should call because the phone agents can do more. I called the same day and was told to make an appointment with ******** ******* has advised multiple times that the issue is within their **** Guard software and is likely the result of a policy that locks the phone after not being activated for a certain amount of time. We have lost a month of phone service and countless hours and frustration for what is a 5 minute fix. I have even sent a help video to Mint Mobile provided by ******* and help forum topics showing the same issue being resolved by them. Tier 1 refuses to escalate or do anything helpful. We just want this brand new phone to be usable.

  Business Response

  Date: 02/22/2024

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

  Customer Answer

  Date: 02/22/2024

  
  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.  The business has unlocked the device, phone and service are now functional, and I consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/21/2024

  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.

  they was advertising a temp plan where data was unlimited and it is not or my data has been cut off

  Business Response

  Date: 03/01/2024

  Hello,
  In regards to this concern, per the terms and conditions (*****************************************************************) the Unlimited plan includes 40GB of 5G and/or 4G LTE data.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/21/2024

  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.

  on 2/16/2024 i was told by a manager at mint mobile if i wanted a new mint mobile sim card and keep my same number i would have to leave mint mobile go to another carrier and then come back to mint mobile. i would then lose my credit i have until may 2024. i originally requested a new sim card several months ago. they have been sending me what they call a replacement card. this card doesn't work when i put the card in my phone it said tmobile was the network carrier it wont allow me to put the correct apn settings for mint mobile. only tmobile. it also only does 4g lte. not 5g gsm . this has stopped me from getting texts, calls and emails. if i do get them they are delayed for sometimes 24 hours. i have been calling them for months about this , and knowing i had a replacement card which didn't work, they would either hang up on me, tell me to reset network settings (which would disconnect call) or put me on hold and leave me there. not getting my messages and calls for months has caused me to lose my job and fall 2 months behind in rent. the stress from this has caused me to seek counseling. now they admit it is the wrong card and the only way to get a new correct card which i paid $10 for is to leave and go to another carrier, I would then lose my credit for the next few months they make u pay 3 months at a time. they gave me credit for the months i paid with no service i would like to get a new working SIM card which would allow me to put the correct APN setting in, use 5G and say mint mobile is the network carrier like the first sim card they sent me did. the replacement cards are no good. big article on reddit.com shows mint has been sending these no good sim cards to tons of people on purpose. i am one of thousands with this problem. they had me change my number 3 times in 4 months for nothing

  Business Response

  Date: 02/28/2024

  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: 02/29/2024

  I have not been contacted from them   

  They have NOT sent me an email.

  Business Response

  Date: 03/06/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer through email with no reply. If the customer still needs a new SIM card they can reach out to us at ***************.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/20/2024

  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.

  We paid for a phone plan renewal with Mint on November 25, 2023. On February 15, 2024, the phone all of the sudden stop working without notice. When we called Mint, they advised that we had requested our bank take the money back and they had refunded the account and we would need to repay for the plan. Upon checking the account, the money had been returned since the card charged was a friends. To get the phone reactivated, we paid for a smaller 3-month plan on February 15, 2024 and the phone was turned back on. This cost us $130.42 and we used a different card than the first transaction and confirmed the phone was working.On February 20, 2024, the phone was disconnected again without notice. When we called again, **** told us the same situation happened again. Upon calling our bank for the new account we used, they advised there was no request for a refund and there was no money sent back from Mint. At this point the bank is investigating but we have no solutions to our problem, the phone is still disconnected and Mint is refusing to provide any records of these incidents in writing. **************** has hung up on us twice. We are unable to use the phone which is very inconvenient since we are job hunting, and we are now out $130.42 with no idea where that money went or why Mint believed a refund had been requested.Total amount confirmed missing: $130.42 from the February 15, 2024 transaction.

  Business Response

  Date: 02/27/2024

  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: 02/27/2024

  we have not received any email correspondence or voicemails from Mint regarding this. This initial explains toon of what was going on with the phone plan did not match the response provided by the BBB. I am now confused on why we were not properly explained the situation to begin with.