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:02/20/2024

  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 tried to connect with Mint Mobile on 12/2/23. My bank account was charged on 12/3/23. I spent the next two weeks working with the customer service reps to connect my phone. They would give me advice instructions and repeat the exact instructions with each new rep I spoke with. After two weeks of promises that they could connect my service, I called them and asked for a refund. I was told that I would get one. This entire time, I was told at least ***** times that a customer service rep or a supervisor would call me back. Nobody ever called me back. I had to keep circling back repeatedly to move the refund/service along. I waited for the refund and received no notice or email notifying me of the refund. I called them back and spoke with another supervisor who assured me I would receive the refund. He said it would be under special circumstances due to the phone never using any minutes/connected. I waited again for the refund. I called them back on 2/16/4 to inquire about the absent refund. I was again told they would try to process the refund. It is now 2/20/24, I reveived a text message today that my non existant service would be billed again, "congradulations you service is connected until May 2024"! I spoke with ***** today, who said that he would email all the transaction history notes to his supervisor, and they would give me a refund under special circumstances. He they would call me back within half an hour. This didn't occur, I have spent at least 22 hours attempting to get this refund. Furthermore, Mint Mobile responded to my BBB complaint, saying they refunded the original charge, which is an utter lie. I have never received a refund nor email explaining what happened. I have spoken to 28 customer service reps and at least 5 supervisors. All assured me I would receive a refund for the never-connected service. I want a refund for the $72.29 plus whatever charges that will be posted in the next few days; I'm assuming $72.29 again.

  Business Response

  Date: 02/27/2024

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

• Initial Complaint

  Date:02/20/2024

  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.

  I ordered two phone lines for 3 months with Mint Mobile in August 2023. I called to activate and was put on hold. Then I was cut off and Mint did not call me back to finish the activation. I accidentally deleted the confirmation email. When I called in September 2023 to start my plan, the agent said unless I had a confirmation number, they couldn't assist me. Shortly thereafter, my mother had a stroke, and I left the US for ****** to see her. While there, I contracted Covid and was very ill for several weeks. Following my return to the US, I found the Mint transaction in my bank statement, so I called them again to activate my account. They said it was past the activation date. After I explained my circumstance, I was told they would reimburse me. I did not hear from them, so I called again and was told they would not reimburse or credit me with 3 more months of service.I called again to contest this decision, and the person I spoke to said I would be reimbursed, but I needed to pay again to activate my service. In good faith, I activated my service believing they would either give me three months' credit or reimburse. After I activated my account, I received an email indicating they would not reimburse me (see attached email). I wouldn't have paid to activate my account if I had not received assurance I would be reimbursed or get 3 months credit. This has been going on since September, and I'm very frustrated. I do not believe a multi-million dollar company does not have ONE person authorized to make exceptions for poor service, misunderstandings, or illness. It's terrible business practice to promise a resolution only to send an email after that fact stating they couldn't help. Needless to say, I'm looking for another carrier again.

  Business Response

  Date: 02/27/2024

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

  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:02/20/2024

  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.

  I purchased international pass and it does not work. I have been on the phone for hours trying to relive it only to be told I used 1MB. This is unacceptable because I am in a new country and this pass does not work. I just need a refund for the service I paid for and never recieved.

  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: 02/28/2024

  
  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:02/20/2024

  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 called Mint Mobile on 1/16/24 and spoke to a sales associate named *******. In our conversation ******* explained to me because I was signing up for the family plan that I would be locked into my introductory rate for the life of my contract. I was surprised so I even asked her to repeat it.Once my account was set up I noticed that the rate would be going up in April from the $45 that I was told to $120 per line. I called and spoke to San on 1/30/24 at 10:36pm explained that this is not what I was told when I signed up for the plan. She just continued to say that if I wanted the introductory rate I would have to downgrade my plan. I explained to her that if they indeed record their calls then someone needs to pull that phone record. I gave them the specific date and time of the call and I was told by *** that she would be opening up a complaint with the back office. Someone should pull that conversation and get back to me in ***** hours. As of today I have not heard from anyone and when I called I was told by ****** that there was never a complaint filed and that she knows that is not what the rates are and that I would have to pay $90 per line if I wanted to stay unlimited. I explained to her that I understand that this is not what the going rate is from everyone else that I spoke to but what i'm saying to you is that I was told something completely different and if they listen to the call and hear that I was told I would be locked into the introductory rate that they should honor it.

  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

  Hello, I did receive a call from Mint Mobile but the person did not leave a phone number where I should return their call. I did not receive any correspondence from Mint Mobile via email.

  Business Response

  Date: 03/05/2024

  Hello,
  In regards to this concern, we will attempt to contact the customer again 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:02/20/2024

  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 purchased a mobile phone plan with Mint Mobile because of their "pay as you go" international roaming plan. I was informed today, February 20th, 2024 that the current credits I have purchased will now not be honored as Mint has changed their roaming plan requiring the purchase of a very expensive and unrealistic international plan. The ONLY reason I signed up for a one year contact with Mint is because of the former international roaming plan. I am very very disappointed with this and would like a refund of the credits I have already paid for.

  Business Response

  Date: 02/26/2024

  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:02/19/2024

  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 switched from ******* to Mint Mobile December 28 . *******'s costs are insanely high. At ******* myself and my daughter shared a plan and together or combined we never even used more than 1 gig, ever. With Mint Mobile I purchased the 15 gig plan and have had to upgrade 2 times, and purchase extra data, in January and February. I do not use my phone excessively. Its for phone calls, texts and the occasional browse online or social media check in. I do use it for music on my drives- however like I stated before in my past 13 years of being with ******* I never used more than 1 gig. I called to try to figure out what was happening, their answer was to turn data on an off as needed. This ridiculous. These guys are just syphoning data left and right so you have to pay more. for 2 months supposedly being on the 2 phones for $90 (3 months) I have paid $428.00 to date and now I need to buy more data. Talking with them they sounded like they were just trying to sell an excuse or lie. This has been the worst decision I have ever made with cell phones.

  Business Response

  Date: 02/26/2024

  Hello,
  In regards to this concern, we have explained the data usage and management steps to the customer and provide a one time courtesy credit to each line.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/19/2024

  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 transferred my unlocked phone and current number to Mint Mobile on 2/3/2021. I have since subscribed to their monthly and/or annual plans. Today, on 2/19/2023, I was discussing my options with a Spectrum Phone agent because my ************ has been very poor this year with spotty coverage and at times my Internet does not work. When I shared my IMEI they informed me that my phone is locked. In my settings, it confirms that my carrier is Mint Mobile and it is carrier locked. I contacted Mint and they confirmed that it is locked, but they cannot unlock it or submit a ticket. The first agent advised me to contact my last provider and ***** Services because Mint cannot lock it. However, I have only had ************ for the last 3 years and to use Mint my phone had to be unlocked first, so my phone was unlocked. I am very disappointed in their lack of transparency and inability to resolve a problem. Mint does not provide reference numbers or written documentation of what is discussed in phone calls, but I confirmed the details of the situation via chat where the agent said my phone is locked and must be unlocked to use Mint Mobile (which I informed them I already am). This second agent was repeating the same information with me and not understanding the details. They were telling me my phone needs to be unlocked if I want to use Mint, even though I repeatedly stated I am currently using Mint and reaching out to get support with the situation I have explained. Then they are saying there is no issue because I have ************, even though the phone should not be locked right now (per Mint's policy). My phone was not locked before joining Mint (it could not be). They are telling me I can leave Mint but I literally cannot with my phone locked. It was incredibly challenging to communicate with their customer service and there was no resolution.

  Business Response

  Date: 02/23/2024

  Hello,
  In regards to this concern, we are unable to unlock the device due to a Flex Lock policy implemented by the device manufacturer.  The customer will need to put in a request with the original device seller or manufacturer.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 02/23/2024

  Hello,

   

  Thank you for your reply. I am not sure how this is possible, because in order to start using Mint Mobile's phone service, my phone had to be unlocked. The entire time, it was my understanding that my phone was unlocked, or I would not have been able to join *************** As you can also see in the screenshot from my phone's settings, it has a carrier lock and my carrier is listed as Mint Mobile. I have not been able to resolve this or secure a reliable service because of this lock. I contacted Apple (the phone manufacturer) and they could not help me, they only verified that on their end they also see a carrier lock. I do not have other options and am very displeased with how my phone suddenly has a lock that I was not informed about. Please help me. 

• Initial Complaint

  Date:02/18/2024

  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.

  Hello,I purchased an iPhone 12 Pro from Visible in Dec, 2020 and used it with Visible plan for more than 2 years. Visible unlocks devices after 60 days of using their services. In August of 2023 I switched to Mint Mobile, and used **** services for several months until my plan expired few days ago. After that I suddenly discovered that my carrier lock status of my phone is "SIM locked", and only Mint SIM cards work. I have never lost, exchanged or sold my phone. It is not clear yet who has exactly locked the phone **** or Visible, however the fact that the device has been succesfully working with **** for months and only Mint SIM cards work now with carrier lock "SIM locked" makes me thinking **** has locked the device, not Visible.I have contacted Mint Mobile, they say they don't lock the phones purchased from other carriers, and instantly refuse to unlock it, without any additional investigation.However, I have found other peoples' complaints with the same issue where **** locked their unlocked devices. For instance ********************************************************************************************************************* I have submitted a complaint to FCC.The phone data:IMEI: ********* ****** 9, IMEI2: ********* ****** 0, phone number: ************ was until today

  Business Response

  Date: 02/23/2024

  Hello,
  In regards to this concern, we are unable to unlock the device due to a Flex Lock policy implemented by the device manufacturer.  The customer will need to put in a request with the original device seller or manufacturer.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 02/23/2024

  They have locked my device, and now send me go tell it to the birds. Terrible company. Stay away.

  I hope it will be resolved via FCC.

• Initial Complaint

  Date:02/18/2024

  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.

  Refund I paid for 12 month service I did not use but a month and a half why can't get the rest of my money they are telling me I had 7days to get a refund after I made the payment my phone was.still working it stopped working the beginning of Feb I no longer use there service

  Business Response

  Date: 02/23/2024

  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 

• Initial Complaint

  Date:02/18/2024

  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.

  My wife and I both have Mint Mobile. We have contacted Mint at least four times about recurring problems sending and receiving both SMS and MMS. After 2 months of trying to get help we are worse off than where we started, as after their last fix suggestion we have to reboot our phones regularly just to have data service. Its problematic when my wife is on the road and is unable to get needed directions.

  Business Response

  Date: 02/23/2024

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

  Customer Answer

  Date: 02/28/2024

  Not only has Mint NOT resolved this issue, but I continue to have to call them every couple of days because their engineering team refuses to call me back.  The problem is absolutely not resolved at this time.

  Business Response

  Date: 03/05/2024

  Hello,
  In regards to this concern, customer had confirmed on 2/14/24 that messages where successfully sent/received.  We also see that there is a new open ticket to assist with the customer's service issues and a member of the team should be in touch with the customer shortly.
  Thank you,
  ******************

  Customer Answer

  Date: 03/15/2024

  not only is Mints response untruthful, our cell service continues to suffer, and in fact has worsened, and finally no matter how many times I call Mint their engineering team refuses to call me back. Its become far beyond the point of frustration. The last response I got from Mint was simply, you are having issues because ************ in your area is not strong.  This was via an unreliable text and is hard to believe given our phones experience this issue all over the ***************. Thats the closest Ive gotten to Mints engineering **** actually calling me back.  With things worse now than theyve ever been with Mint, and with Mint continuing to not offer assistance or call me back, I would like to move on to a service that works as advertised, so I am repeating my request for a refund for this last years of service for my wife and I, which is $240.