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:01/12/2024

  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 renewed for a year and recently the cell coverage just stopped working. Happy with the price but it works worse than the ************* at least they don't pay for the phone to keep going out. Tested the phone quality **** to **** good is below ****

  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

• 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 purchased a ****** Pixel 6a phone from Mint Mobile on January, 1, **** and paid overnight/expedited shipping. It did not arrive until January, 4, ****. It was LOCKED and Mint Mobile could NOT unlock it after 8 calls to customer service and providing IMEI #. Mint then told me to contact ****** Pixel. ****** also could NOT help unlock the phone. It needed to be returned. I submitted a "Refund Request" on January, 7, **** (3 days after arrival) but NEVER received anything back from MINT MOBILE. My husband contacted MINT by phone January, 9, ****(5 days after arrival) and the representative took all of the same information and said someone would be in touch within 24 hours(which is what they always say). NO ONE contacted either of us. I purchased an unlocked phone from Best Buy and installed original ESim from Mint and my new phone is working fine. I still want/need to return ****'s locked phone and be refunded $404.97. I contacted MINT again today January, 12, **** and spoke with two separate representatives. They both stated that MINT didn't have enough information to refund and it's past return window. I'm not sure what they could possibly need and of course it is past the return window because they didn't do their job the many times we called. They "needed" our card information, so I supplied that as well, The last representative said she "submitted" another request to return and someone will contact us. Do we need to contact an attorney to get a refund on a broken product MINT sold us??? I have MANY reference numbers:CRT-108867,CRT-108936,CRT-110207,9542152,CRT-110857

  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

• Initial Complaint

  Date:01/12/2024

  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 20GB plan on Dec 22 2023. On Dec 24 2023 I requested to have my plan refunded via a telephone call with Mint. I was told the billing department would review my request. I also asked to just transfer the plan to my iPad which was supported by Mint. I was told that was not possible.I chatted with Mint on 01/04/24. I was *********** would be refunded, but i had to fill out the form. I then found out on 01/05/2024 from ***************************** it would not be refunded. I was then informed that it would not be refunded. I have a screenshot of the chat. I was *********** was due to the timeframe it took. Mint has a 7 day policy. I had requested a refund 2 days post renewal of my 20 GB plan. I am about to file a complaint with the **** ** Attorney General and DPTA. I just want a refund. Phone: ************

  Business Response

  Date: 01/18/2024

  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: 01/18/2024

  
  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:01/12/2024

  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.

  The company allows 4 referrals a year . Each referral I should of gotten a $90 credit to my account. The Credit arrives 14days after your your referral activates there account. Both of my referrals were done and activated 1 in Nov. 2023 1 in Dec 2023. After the first referral time frame I was never given my credit. I called them and they checked and gave it to me immediately. That's after a lonngggg call to them. Now second referral they have not given me my credit again. Also they made the Dec 2023 referral go to my **** referral allotment because they gave me the credit 14 days later bring it to ***************************************************** 2023. Also they never gave me the 90 credit for the second referral. It's been 16 days now. . I been on the phone with them for over am hour now and no solution, they want me to call back in a few days. They don't know what they are doing so they try to get rid of u bye saying call back in a few days or they are just ripping people off.

  Business Response

  Date: 01/16/2024

  Hello,
  In regards to this concern, we have contacted the customer to confirm issue has been resolved.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/17/2024

  
  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:01/11/2024

  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.

  On 1/11/2024, I purchased 3 gigabytes of data around 8 AM CST. Around 6:15/6:20 EST, I checked my data amount and it said I have 2.2 gigs left. At 6:47 PM EST Mint alerted me I have used 80% of my data. At 6:48 PM EST Mint alerted me I had no more data left. I checked my account and the 2.2 gigs were gone. I bought 3 more gigs immediately because I am going on a trip and need data. I called Mints customer service at 6:50 PM EST to sort out the issue. The representative misunderstood the issue, said Mint automatically charges for more data when you run out (false), put me on hold for ten minutes, then hung up when I requested to speak to a supervisor. I called again and explained the issue. The new representative, again, misunderstood the issue and hung up when I requested to speak to a supervisor. It is illegal to steal data that I PAID for from my account so that I have to pay more. It is unethical to ignore customers trying to sort out such complaints and issues. This is an atrocious business practice and I caution all customers. Find somebody else. Anybody but Mint. They WILL steal from you and refuse to discuss the issue. I expect either a refund or for the stolen data to be issued back to my account.

  Business Response

  Date: 01/17/2024

  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: 01/17/2024

  
  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:01/11/2024

  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 contacted Mint Mobile through their website chat on January 9th and spoke with a Mint representative. I told them I was looking at switching carriers and asked how long I had to ask for a refund of $265.66. I was told I had until January 10th to request a refund.I found a new cell phone carrier and purchased a plan with them.In order to switch my phone number over to my new carrier I needed to keep my Mint Mobile plan active, which meant I wouldn't be able to request a refund until after I moved my phone number over to my new carrier.Once my phone number transfer was complete Mint Mobile automatically deactivated my account.I contacted ****************** again on January 9th through the same website chat I used on January 9th after switching my phone number over to my new carrier to request a refund.I was told by a Mint Mobile representative I wouldn't be able to receive a refund because I didn't have an active account with ******************** called Mint Mobile on January 10th to request a refund. I was told a refund request was now placed and I'd receive the funds after my request was approved.I later received an email from Mint Mobile on January 10th saying my refund request was denied to be being outside of the refund policy.I emailed back and asked for clarification on why I was outside of the refund policy.I didn't receive a response, so I emailed again later that day on January 10th to ask how I was supposed to correctly request a refund and still be able to switch my phone number over to a new carrier.As of this message, almost 24 hours after my initial email response, I still haven't received a reply to either of my emails.I have asked Mint Mobile repeatedly to explain to me how I was supposed to switch carriers, keep my phone number, and receive a refund but no one from Mint has been able to give me an answer because they don't know. To my knowledge, it appears Mint Mobile is holding phone numbers hostage in exchange for not receiving a refund.

  Business Response

  Date: 01/16/2024

  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: 01/18/2024

  
  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:01/11/2024

  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.

  Mint Mobile sold my husband a ******* Galaxy S20 phone described as new and unlocked with the expectation that it would work on their network. When the phone arrived it appeared to be used and would not connect to the mobile network. After several attempts to contact customer service, we were told the phone was locked and could not be unlocked. It took several more interactions before they agreed to return the phone. We attempted to buy a replacement thinking it was a faulty phone only to have a repeat of the same scenario. We have been unable to use the prepaid mobile network since Dec 22 and Mint Mobile has yet to provide a working phone.

  Business Response

  Date: 01/16/2024

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

• Initial Complaint

  Date:01/11/2024

  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.

  This company is fraudulent. On jan8th2024 o signed for 3 lines 1 I paid up 3 month for promotions Other 2 lines were 7 day trial. I was told I would receive email confirmation in 5 minutes, then when I didn't get the email I was told 10 minutes, I didn't get then I was told dont worry. I went over my email 3time to.make sure they had it right. Then **** said let me transfer you then I was told my email and receipt will ne emailed in 24.to 48 hours. I had to call 7 time and just lied to over and over again. I am well known in the music business and I an very dissatisfied with this company.This is a sad.sad fraudulent company. I was told to pay again because the agent cant change the email the agent made a mistake on this email and she refused to correct it ..this just.crazy..wow I will make sure the meda hear the calls.We will see if mint stays in Business after that. Look forward to hearing from the *** or this goes public.

  Business Response

  Date: 01/16/2024

  Dear ********************
  We sincerely apologize for the inconvenience and frustration you've experienced during this process. This is not the level of service we aim to provide, and we understand the importance of a prompt resolution.
  To address your concerns and expedite assistance, we'll reach out to you privately. Please be assured that we take your feedback seriously, and we are committed to resolving this matter to your satisfaction.
  Thank you for your patience.

  
  Kind regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 01/21/2024

  I received a email with really no resolution other than a refund then didn't seem to care about the fraud that was done to me at all just excuses. What a joke this company. Just cared about a refund I did t see and still no service.

  I tried every way possible to resolve this and rep ******* didn't seem to care at all to help or solve the situation. I explained the time and cost. The offered notice at all....

• Initial Complaint

  Date:01/11/2024

  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 had auto reactivated Dec 8, 2023. They billed my card Dec 9, 2023 $202.48. The problem is I had cancelled my plan. I called them on Dec 14, 2023 and explained to them that I had not been using their service for months because I had lost my phone and this is why I am canceling. The representative said she would have a refund sent back to my card within 10 days. But I have yet to receive it. I called back and asked why and the next rep stated they made a mistake and didnt send enough details for the refund request and that they would try again. Halfway through the call they hung up on me. I called back. Five minutes into the call with the next rep they hung up on me. I call back and this time ******* said I would not be getting my refund because its outside of their five day return policy. MINT MOBILE HAS A 7 DAY RETURN POLICY in which I was still in when I first contacted them. I have spoken with a supervisor (****) and he claimed he would send a special request for my refund and that I would hear back within 2 days. I have heard nothing back and I still have not received my money. This has left a poor taste in my mouth about the company. I plan to file a complaint with the *** next.

  Business Response

  Date: 01/16/2024

  Hello!

  
  We sincerely apologize for the inconvenience you've experienced, and we understand the frustration caused by the billing error and subsequent refund process.
  We don't have refunds for top-**** however to better assist you one of our experts will email you to address this case properly.

  Kind regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:01/11/2024

  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 contacted mint mobile to get a refund due to not being about to use their service at my new address. I have 3 lines and credits on my accounts and was told my account is closed and nothing can be done. I have a line that doesn't even exipire for another 7 months. order number is ******** and ********.

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 01/23/2024

  Hello, i didn't get an email or call from mint mobile. Im still waiting to get this resolved. Thank you, ***************************

  Business Response

  Date: 01/29/2024

  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: 02/02/2024

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