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:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Mint Mobile for my receipt. I pay an annual pre-paid plan but I needed the receipt to show the bank and customer service kept repeating that they do not give receipts to customers as they have a pre-paid service. It is annual, so I paid it on 02/12/2023 and I was asking for the receipt today. They just kept telling me to look at my transactions in the app. Additionally, they send me a document that did not have Mint Mobile information anywhere and they said that is the best they can do, but they do not give bills not receipts to customers. I would like Mint Mobile to give a receipt like any other business when there is a transaction. My customer service chat with them has an ID ******** and I could not even leave a complaint because they told me they do not have a complaint department. My order ID with them for my service is ********. Please email me if you need more information. Thank you

  Business Response

  Date: 01/18/2024

  Hello,

  In regards to this complaint, Mint Mobile does not provide monthly statements as services are prepaid in advance. All active subscribers can log into their account via the ****************** app or log onto their account on mintmobile.com to view the history of all transactions.

  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.

  My credit card has been charged for **** dollars from Mint and they refuse to solve it.

  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

• 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.

  Their customer service is pointless in ***********.The only thing they know how to say is Upon checking here..UPON CHECKING HERE, First of all I was misled since day 1 - they were supposed to give me and my referrer Both ****** - which we did not get. I was told 6-8 months ago when I texted their Chat that I will GUARANTEED get my credit - which I never got. UPON CHECKING HERE, My service last billing cycle - I paid for the 3 not h plan - then mid plan I changed my plan to ************* unlimited plan because the data was too slow - and I did not get credited or prorated for what I already paid.UPON CHECKING HERE, If I dont Get results and quality service Im going to make it a point To tell everyone to leave Mint Because they mislead their customers, and UPON CHECKING HERE, they try to chip and dime their customers by outsourcing to ***********. I just tried to call the ********************** I spoke to 7 different Reps. the Last 2 hung up on me when I asked for a supervisor. They also refused to give me my transfer pin and account number.

  Business Response

  Date: 01/17/2024

  Hello,
  In regards to this concern, we have provided the port out information to the customer and also provided credit to the account.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:01/10/2024

  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 or about September 15, 2023, I transferred my cell phone service as well as 2 other lines for family members to Mint Mobile. Before doing this I verified with them that service was available in my area and was told that it was. I live a rural area and have no house phone so service in and around my area is critical. I signed up on a $15/month/line promotion and was told that I would be able to renew for this same price. I feel like I was scammed! Not only did the service not work consistently, the price went up for renewal! During the first 3 months I had intermittent problems with the service and in one town near me where I do a lot of shopping and medical services, I had no service. I attempted to contact technical support and got disconnected multiple times while trying to resolve the issue. I finally cancelled service and was told that since I prepaid, I was not *********** a refund. If I'm paying for a service that I am not able to use through no fault of my own, I should be *********** a refund.

  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

  Customer Answer

  Date: 02/06/2024

  So I originally filed a complaint (Complaint ID: ********* against Mint Mobile. Well I did receive a phone call from a representative from Mint Mobile who listened to my concerns and agreed that I should receive a refund. She then said she would call me back with an update. I received 2 more calls over the next 5 days promising the refund. Now I've heard nothing and received no refund. I'm guessing they just strung me along to close the original complaint. Just like their sales people when you first sign up; lots of promises and then no delivery! Stay away from this company.

  Business Response

  Date: 02/12/2024

  Hello,
  In regards to this concern, we apologize for any delay but the refund is awaiting approval.  Once it has been approved the customer will be notified via email.
  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 02/15/2024

   It's been over a month since I last heard from the business.  It feels like more false promises by this company.  I  will not close out this complaint until I actually receive a refund for services I could NOT use!

• Initial Complaint

  Date:01/10/2024

  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 renewed on 6/7/2023 for another year of service for one with Mint Mobile. In the beginning of January, ****, I ported my personal cell number out from Mint Mobile and was planning on using the remainder of the purchased plan for my daughter's new cell phone line now that she's in the last semester of 8th grade. Shockingly, Mint closed my account after my personal cell number ported. Through the Mint support chat l, talking to ******, I found out that Mint closes accounts completely if the number is ported out. How else was I to keep my personal cell number and give my daughter the remainder of my service plan? Mint now tells me that since I'm outside of their policy for refunds I can't be refunded. I DONT WANT A REFUND!! I WANT MY SERVICE THAT I PAID FOR SO THAT MU DAUGHTER CAN USE IT!!! Please, Mint Mobile, I've already paid for my service and would like to continue with it. Please give me back my service plan. I don't want a refund. I want my service

  Business Response

  Date: 01/16/2024

  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: 01/17/2024

  Mint Mobile has not contacted me. The responde is a lie. I would really appreciate having my already-paid-for service for my daughter's new phone ready for her use. Please contact me to make this happen. Thank you 

  Business Response

  Date: 01/24/2024

  Hello,
  In regards to this concern, we are unable to transfer service to another phone number but a full 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: 01/26/2024

  
  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:01/10/2024

  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 12/28/2023 I purchased an iPhone and Apple Care+(insurance) from Mint Mobile. my complaint is with Mint Mobile I paid $1127.99. The phone itself was $929. The insurance was $179. The expedited shipping was $20. I received the phone January 2, **** so it was late so the shipping wasnt expedited I did receive the phone however there was no insurance on it when I activated it and immediately called Mint Mobile and I asked him if I had insurance they said yes to call Apple. I called Apple they told me I didnt have insurance. I called Mint back numerous times. I called Apple back with them with me on the phone. then Mint Mobile told me to send the phone back to them. I need the phone I bought the phone for a reason I just wanted my insurance and then I just asked for a refund because I could buy it directly from Apple on the phone and they wont give me the refund they said to send the whole the phone in and that be dumb because then I would be out probably the whole amount and without a phone at this point I just want the refund I want the insurance but Ill get it on my own but if they could give me my insurance that would be great but at least the refund for the $179 and thats how much AppleCare cost and I asked for the expedited shipping cost back(20$). I uploaded a picture of the packing slip. The order number is MMO_375846. Thank you, **************************

  Business Response

  Date: 01/16/2024

  Hello,
  We have resolved this issue and the account should reflect the updates.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/10/2024

  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.

  Signed up for 3 mos + 3 mos free for $100 but cancelled service plan due to inability to transfer service after a dozen attempts from old Tracfone to ******* Galaxy A22 phone with the old number ********** (given a Mint temp # ************) and after hours and hours on the phone with ****** I finally gave up and bought a diff phone via Tracfone and signed up with Tracfone, cancelling Mint Mobile, requesting a prorated refund which they approved at the time but later refused in its entirety due to the online contract signed, offering ,7 days to cancel when I tried with all my might to make it work with Mint.Both Mint and Tracfone tried like crazy and I was the one in the middle with no results.Am requesting a prorated refund which is fair or at least $60

  Business Response

  Date: 01/15/2024

  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:01/10/2024

  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.

  On 9/4/23, I signed up for a promotional 3-month plan paying $45 plus other fees, totaling $53.42. I received a receipt for the payment via email. The plan was activated on 9/21/23. Previously I had a similar plan with Republic Wireless.. On 11/21/23, I received a 30-day renewal notice from Mint Mobile via email. The Automatic renewal would bump the monthly rate from $15 to $40. I had no intension of paying $40 a month for the service.On 12/4/23, I called the companys 800 number and asked the representative (1) to not automatically renew the plan and (2) to put me on the same plan I had so I could pay $45 for three months. I was assured that the same plan and the payment will stay the same starting the renewal date. I received an email notice on 12/21/23 that my plan has been automatically renewed without the receipt.On 1/6/24, I noticed that my **** account had been charged $129.83 which is the amount I pay under the automatic renewal. I called Mint Mobile and protested the erroneous charge and asked for service cancellation and refund. The call lasted 41 minutes. The rep told me that I already missed the 7-day period for cancellation and that there was nothing she could do. I told her that had I received a receipt, I would have cancelled right away. She mentioned a 12-month, 5 GB plan for $15 a month. I said I would go for that. Then, she said it is only possible after the current $40 plan expires in 3 months. The system did not allow change or cancellation. Unconvinced, I talked the supervisor who contacted the refund department and eventually came back and told me the plan cancellation in a few days and the refund processing in **** days. Reference number given was: CRT-109402.Shortly after the call, I received a text message that upon a further review, my request was denied because it was already outside the refund policy. I called again Mint Mobile on 1/7/24 and was told me that the system would not allow it and there is nothing they could do.

  Business Response

  Date: 01/15/2024

  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: 01/15/2024

  
  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,
  
  Hee Man Bae
  
   
  

• Initial Complaint

  Date:01/10/2024

  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.

  Hello,The attached file "notice of subrogation.pdf" Describes in depth what happened. i have sent to the **** CFO ,Legal counsel of MINT MOBILE, LLC on the date of january, 7, 2023 at 2:33 AM and 2:37 AM. I was notified they were opened by Mailtracker and read twice.

  Business Response

  Date: 01/16/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep in contact with the customer until the matter is resolved.
  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:01/07/2024

  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 have had Mint mobile since April 2023 and brought a phone ******* Pixel 3aXL) over. I cracked the screen, purchased a new phone off ****** ******* pixel 3 XL), and proceeded to add the new eSIM to my new phone on Wednesday January 3rd. I received an error message so I attempted to contact Mint through the app and went into a waiting room, and once the agent answered they only waited a few minutes before exiting the chat and then closed for the day. I chatted again (since I have no service on either phone at this time) on the morning of Thursday January 4th where they sent me another eSIM and I received the same error message. I then proceeded to ask if we could just reinstate service to my old phone (which has had service since April) so they sent me another eSIM and I received an error message now on my old phone. I was disconnected since I had to drive for an appointment (since I can only use my phone on WIFI) and chatted with another agent who could also not figure out why I was getting the error message. I reached out again via chat on Friday January 5th where the agent continued to try to get my service to work on either phone and stated that pixel 3's in certain situations don't take eSIM cards so i needed to purchase a physical SIM for my new phone ******* Pixel 3XL). The agent then escalated the problem for my old phone not taking the eSIM and stated I would get a call after 5pm on Friday January 5th to my husband's phone, this never happened. I chatted again on Saturday January 6th and the agent was confusing and wasn't able to help me at all besides constantly telling me to be patient. I have now been without service since Wednesday and who knows if I will actually get service IF the physical SIM even comes. I am beyond frustrated and need my phone to function!

  Business Response

  Date: 01/12/2024

  Hello,
  We have resolved this issue and the account should reflect the updates.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/14/2024

  I was without cellular service for about a week and feel like a credit to my account is warranted. 

  Business Response

  Date: 01/19/2024

  Hello,
  We have reviewed this issue and updated the customer's account.
  Thank you,
  ******************

  Customer Answer

  Date: 01/24/2024

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