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:02/11/2024

  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.

  Tried to leave Mint Mobile to another provider (US Mobile) and they are not porting out my phone number to the new provider. I have found 100s of other complaints like this about Mint Mobile since they were taken over by T-mobile. My account is paid in full.

  Business Response

  Date: 02/12/2024

  Hello,
  There is no action for us to take in this matter as the customer's phone number has already been successfully ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/09/2024

  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 phone and also a 6-month sim card from Mint Mobile on a single purchase order (Document # MT4167803) on 16 December 2023. The phone came with a 12-month SIM card and was part of the price of the phone. I received an email from Mint Mobile on 8 Feb that the 6-month SIM card needed to be activated by the end of 23 February **** or it would be inactive and non-refundable. That made no sense, as I already had a 12-month active SIM card. So I called Mint Mobile on 8 Feb and requested a refund for the 6-month SIM card. The refund was refused on 8 Feb, with the Mint mobile rep stating that a refund could only be approved within 45 days (despite what the email said about the 23 Feb deadline). I then requested a credit on my account, which was also ignored by the Mint Mobile ********* ******* should not have shipped me two sim cards if I could not get my use out of them. They also should not have sent me an email stating I had until 23 Feb to get a refund if that was not a true deadline. I insist my money be refunded ($45 plus taxes ~=$50) or credited for the 6-month sim card I paid for and can not use.

  Business Response

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/15/2024

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

• Initial Complaint

  Date:02/09/2024

  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.

  Service Issues: Voicemail, Texting, No Ringing 10/12/22 - ************* with Mint Mobile. 10/12/22 - Mint Mobile told me my phone was out of date for their network bands. Purchased new Android phone. 10/13/22 - Mint Mobile issued new SIM to replace their other SIM that wasn't working properly. 01/27/2023 - PRESENT DATE. Began experiencing voicemail and telephone issues with Mint Mobile and the problems have only gotten worse. For months I didn't realize I had an issue and though family/friends were joking about contacting me, but then the doctors started saying they tried to reach me and couldn't. Then I knew I had problems. Have contacted Mint Mobile numerous times, I've been hung up on more times than I can count and have also been issued multiple ticket numbers for the following issues:1. Not receiving all phone calls. 2. Not receiving all voicemails.3. Not receiving all texts.4. All texts not being sent to intended recipient. 5. Voicemail not active. December 27, 2023/January **** - Mint mobile said they would send new SIM card again to fix issue. SIM card arrived, it has only made the issue WORSE!On numerous occasions I have told them that I am experiencing texting issues with my iPhone account as well. That account works approximately 50% of the time. It is our only phone that appears to be working half the time. Issues with my Android phone line are getting worse. Just this last week my voicemail has stopped working entirely and the line just rings and rings. Sometimes, the line doesn't even ring through to me (again a problem that has been occuring for a year now) but on their end, the caller just hears ringing and no voicemail (problem that has begun this past week).No one has resolved this issue and the problems are getting worse. Everyone says they are sorry and they will escalate the issue to the engineers but no one ever fixes the problem.

  Business Response

  Date: 02/16/2024

  Hello,
  In regards to this concern, we have conducted extensive troubleshooting and investigating into the customer's tickets.  We have confirmed that calls are routing to voicemail, coverage is available in the service area, and the device is provisioned properly.  We have also provided a one-time courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 27, I transferred my Xfinity number to Mint Mobile, and signed up with their trial plan. After activation, I learned that my unlocked phone *** K51) is not compatible with Mint Mobile (even though it says it is on their website). I requested a refund a few days later, which they granted. Then on February 3, when I tried to transfer my number back to Xfinity, **** told me that they could not port the number from a trial plan and that I needed to sign up for a full plan in order to do this and that after signing up for the full plan, I could request the account ID and transfer pin from them, and then request a refund as a work-around. So I signed up for the full plan that day ($114.71) and received the pin and account number a couple days later. When I tried to get the refund on February 7, they denied it (twice). This has cost me $114.71 just to transfer the number back to Xfinity.

  Business Response

  Date: 02/15/2024

  Hello,
  In regards to this concern, we have confirmed that 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:02/08/2024

  Type:Customer Service 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.

  T-Mobile is degrading the ************ well below what it was prior. Shame in the *** for allowing this. They've broken voicemail and removed the chat support that was so easy to use in app. No communication was sent alerting people that they must opt-out of T-Mobile selling their data and no notification to mandatory visual voicemail app installation. (i.e. Mint users didn't previously have a voicemail app)

  Business Response

  Date: 02/13/2024

  Hello,
  In regards to this concern, we have confirmed that 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: 02/13/2024

  
  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. You caused me pain during chaotic times in my life both in September 2022 and last week. Your cost cutting and negligence has consequences.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/08/2024

  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 bought an unlocked iPhone 14 Pro through a US retailer. Per the retailer, this phone is subject to the "Flex reseller policy" which allows the first carrier the phone is activated with to lock the phone.I discovered my phone is locked with Mint Mobile. They claim that this cannot be the case because they only do this for phones they sell. They asked me to contact Apple and the retailer, both of whom confirm that only Mint can lock and unlock the phone.Mint states they have the technical capability to unlock the phone but refuse per policy.I believe this phone has been carrier locked in error which Mint refuses to acknowledge. Their actions are in direct violation of FCC CTIA code.

  Business Response

  Date: 02/15/2024

  Hello,
  In regards to this concern, we had attempted to but were unable to unlock the device due to the flex lock.  The customer will need to work with the original device reseller for refund.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/08/2024

  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 a three month phone contract from Mint Mobile on January 6, ****. I made this purchase because I was about to go on a trip to ******, because it had an international option to stay in touch with my friends and family through a pay as you go program.In February of ****, Mint suddenly changed changed their international policy, so that it now will cost me hundreds of dollars a month to have the same service.This is not affordable to me, and is not what I agreed to or expected when purchasing my service. I would like a refund, because the service is not what Mint had said they would provide.I contacted Mint costumer service, but they did not give me an option to get a refund, stating that I am in a contract. But I believe that the contract trust has been breached, and that the service is not what they were claiming to offer. This has left me unable to contact my friends and family, and I would like a refund so that I might find another source for phone service.

  Business Response

  Date: 02/13/2024

  Hello,
  In regards to this concern, we have confirmed that 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: 02/15/2024

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

• Initial Complaint

  Date:02/07/2024

  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 tansferred my cell number to a different carrier.Before transferring my number, the customer service rep told me that I will get refund of approximately $85. Upon transfer, the customer service rep told me that there will be no refund for the remainder of 7 months of my plan.

  Business Response

  Date: 02/13/2024

  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: 02/13/2024

  HI

   

  The business has contacted me to inform me that they are working on my request but it is NOT resolved yet.

  Once they have fulfilled my request, I will be able to close out this case.

   

  Thank ****.

  Business Response

  Date: 02/20/2024

  Hello,
  In regards to this concern, we have confirmed that 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: 02/26/2024

  
  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:02/07/2024

  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.

  The $141.82 we were charged on December 15, 2023, was for a 12-Month, 5GB plan of service (order number ********) for my wife ********************** phone **************.We were charged this $141.82 while on the phone with a Mint representative who promised that the amount would be less and also promised a refund.This service was canceled on December 17, 2023, and we ported her number away from Mint Mobile to use the service that we purchased from Mint Mobile with the phone.We have been with Mint Mobile for a few years. Mint was offering a package for a phone ****** Pixel 7 Pro and 12-Month, 5GB plan of service for $431.75. We purchased 2 of these packages, one on November 27, 2023, and the other on December 6, 2023. In order to activate the service purchased with the phone we had to port out our number (i.e., leave Mint Mobile) and then activate the new service by porting the number back in. I was hoping to avoid that hassle and talked with a Mint representative multiple times on December 15, 2023. She promised us a lower price and we could give the service to someone else, unfortunately it did not work out the way she promised, and we had to port out the number.I have called Mint multiple times since then, including again on January 31, ****. When they look at the account, they do not see the $141.82 charge from December 15, 2023. I believe this is because when we ported the number out and then back in using the service purchased with the phone the old account information is no longer available.Please let me know if I can provide any more information or discuss the situation. We should be refunded the $141.82 because that service was cancelled 2 days later so that we could use the service we purchased with the phone. Thanks!

  Business Response

  Date: 02/13/2024

  Hello,
  In regards to this concern, we have confirmed that 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:02/07/2024

  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 1/1/24 I ordered 2 IPhone 15 Pro cell phones and prepaid 12 months of service for each with order #MT4293283 from Mint Mobile. I received the phones on 1/5/24 and activated 1 of them. While trying to activate the 2nd phone Mint agent told me that since I was starting a totally new line the 12 months of service on this phone would cost double. I said I didn't want this phone or service at the new price and requested a return. On 1/7/24 I received an email stating that I would receive instructions and a ***** return label soon. On 1/11/24 I emailed the same agent stating that I never received the label or instructions. On 1/12/24 I received the instructions and label to return phone. On 1/15/ ***** accepted the return and package was received by MInt on 1/22/24 (confirmation attached). I also emailed the Mint Rep the same day stating receipt of delivery was received. On 1/23/24 rep emailed back saying case was a priority. On 2/4/24 same rep emailed me saying they still haven't received confirmation from the department that received the phone which was 14 days after confirmed receipt. I am still waiting for my refund of $1342.21.

  Business Response

  Date: 02/13/2024

  Hello,
  In regards to this concern, we have confirmed that 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: 02/13/2024

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