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:02/07/2024

  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.

  Mint mobile customer service non-support and disrespectful behavior of customer service. I have never been treated ever like Mint Mobile rudeness and disrespect. I am an ******** citizen, *** and electronically geek disabled too. OVER 18 hours of stress attempting to activate phones. Lies, more lies, disrespect and more disrespect. Representatives in other countries or islands that are rude, disrespectful and Im a gentleman who has finally hit the wall.

  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

• Initial Complaint

  Date:02/05/2024

  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.

  Since I began using mint mobile .. got their package in the mail inserted their **** and activated their service. So from day one. They assigned me a phone number and I could never use voicemail couldn't access it and the name of the girl who mint mobile assigned my number to before me has remained the name that comes up on caller ID. I ve called countless times. At least 8 in one day alone trying to get them to reset their information so my name goes with my number and I can get voicemail. But nothing they tried ever fixed their problem and if you call me today. Six months into mint mobile service you LL get some chick named ******* s voicemail for which I can't access and my name will come up as her name I still get her texts and calls and going with out voicemail for 6 months has caused all kinds of problems and lost opportunities . It's caused people to give up trying to reach me it's caused alit anger and misunderstanding. At the very least mint mobile owes me all the money I paid them for service back in my checking account that's the least they need to do I'd be glad to accept my money back and go elsewhere.

  Business Response

  Date: 02/12/2024

  Hello,
  In regards to this concern, we have contacted the customer and also provided a courtesy credit for any inconvenience.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:02/05/2024

  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.

  Mint Mobile misrepresented their cell phone plan on ******* with actor ************************* as only being $15.00 a month forever (as long as you want...his exact words). After receiving the plan I find out it was a complete lie. I cancelled within 3 days and went back to Spectrum. Mint Mobile unconditionally guaranteed a full refund if cancelled within 7 days...I meet these requirements 100% by cancelling in 3 days. Mint Mobile also double charged me in the amount of $55.13 (I just verified this with my bank [2-5-2024] and they confirm yes, I was double charged on the same day 9-28-2023). Mint Mobile states this is false...they only charged me once...which is another lie. I called Mint Mobile today 2-5-2024 @ 1:50PM Central Time to allow them to correct this problem before filing a complaint with you (BBB). Mint Mobile failed miserably to refund my full amount of $110.26 due...as a matter of fact they haven't refunded me even for 1 charge of $55.13. I've got bank statements to prove they double charged me and the bank confirmed they double charged me, but **** (manager of Mint Mobile *********************************************************************** ph#************) ****** we (Mint Mobile) only charged you once...wrong again. I thanked **** for his time and told him I would now continue with my complaint against them with the Better Business Bureau. Please help me recover my money from these crooks. I thank you in advance and greatly appreciate your assistance.

  Business Response

  Date: 02/12/2024

  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: 02/12/2024

   This is only 50% of the money due me for my full refund as promised when I signed up. I have this in writing. I could cancel within 7 days for a full refund. Mint Mobile double charged me and were even provided proof of these charges from my bank. So what does Mint Mobile do...only give me half. So no, I'm completely unsatisfied with this response and now waiting for the other 50% of this refund due **** ask you...would you be content with only 50%?
  

  I thank BBB for going to bat for me with this complaint against Mint Mobile, but ask BBB to keep this complaint open until I received the full amount I'm ***********. Please keep me informed on any further news from Mint Mobile. If it was up to me I would keep this complaint pinned to Mint Mobile's BBB report against them. People need to know what I'm going through...so they won't get flimflammed like I did.

  Thank you,

  J.K.

   

  Business Response

  Date: 02/16/2024

  Hello,
  In regards to this concern, we have processed the refund for the second charge.  We apologize for any inconvenience.  Please allow up to ************************************************* your account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/23/2024

  I received the second half of my full refund and you may now show this complaint as resolved. Thank you so much for helping me recover my money from Mint Mobile. I couldn't have done this alone...your presence is what made the difference.

• Initial Complaint

  Date:02/04/2024

  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 never received a portion of my order placed on October 31 2023 and I have also not been refunded despite several communications. I ordered 3 SIM cards: (1) 3 month unlimited package and (2) 3 months 15 GB. However, I only received ************* and (1) 3 months 15 GB SIM cards. I'm still waiting for the 2nd 3 months 15 GB SIM card.

  Business Response

  Date: 02/09/2024

  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:02/04/2024

  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 January 4, **** I activated with Mint Mobile and prepaid for 6 months of service. My plan included data roaming txting and voice calling on a per use basis. Without notice I was informed that roaming would now only be available on a per day basis for $10. Meaning if I made 1 phone call or sent 1 txt it would cost me $10 instead of the 2 cents per text or 6 cents per minute calling. In addition unless I purchase the roaming plans for each day I travel, I cannot receive phone calls or texts. The calls are not routed to voicemail either. Mint says I should connect to WiFi to use my phone, However i do not always have WiFi access. My phone worked perfectly before the abrupt change. I would like the option I signed up for to be made available.

  Business Response

  Date: 02/09/2024

  Hello,
  In regards to this concern, we are unable to provide the discontinued service/product the customer requested however we have provided a courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while not satisfactory it is clear that they will not be providing the service agreed to. Their offer to credit $25 is very low. Unfortunately it seems pointless to proceed further and while dissatisfied will consider the matter closed.  
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/04/2024

  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.

  Renewed my plan on 1/30/2024 but it never worked and phone had absolutely no signal at all. Had to switch to a different provider. Based on Mint policy, I should get full refund within 7 days of purchase. But they refused to do so...

  Business Response

  Date: 02/09/2024

  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:02/03/2024

  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.

  Background - November 2022 I started with *********** accidentally took a whole year's payment at once. On SSDI, 65, $1040 a month, 2 $15 family lines, it was a nightmare, took weeks to fix. I wanted to just throw in the towel and move on, but they credited me $90 in my wallet, and gave me 12 months for free, which expired yesterday.I was *never* going back. But November 16, 2023, they offered me buy 3 months, get 3 free for my family. I took $45 out of my Mint wallet, paid $50.25 out of PayPal, and they credited me 3 $30 "discounts" which would cover 6 months of 2 lines @ $15. I cannot tell you how many ways they are *not* going to honor the discounts, because after all they gave me $90 over a year ago, and the 3 x $30, is money they already gave me. And, BTW, didn't I try to do a chargeback way back when when it took 8 weeks to straighten out my accounts? And that BOGO is only for new accounts. So, I'm not sure what offer I answered that would have ended up costing me out-of-pocket only $50.25.All this time, since I renewed, it has not shown up as such, even though the transaction record shows I *thought* I was buying something 2.5 months previous to my renewal date, and apparently they did too, with all those discounts applied the same day I thought I was buying a limited time deal. But it never showed as a renewal until on the dot yesterday Feb 2nd. Or I would have known I was credited only 3 months, until May 2nd, when memories were fresh and I coulda laid hands on the offer.So I said, give me back my $50 because I will not use your services again if you ********* years free. She said IT'S OUTSIDE THE REFUND PERIOD. It was yesterday. And it's not a refund. That $45 you gave me is mine, even though you're trying to take double credit for it now.I am attaching an offer that is close to what I was offered, but they deny it and I cannot prove it except in the negative. Why would I pay 2 months in advance? Why did I pay cash when I have wallet credits?

  Business Response

  Date: 02/12/2024

  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: 02/12/2024

  I do not know what they're talking about, I've talked to them 1x when they called and they have never emailed me. And I told the guy on the phone and *************** the same thing. I've talked to dozens of Mint CSAs, several in one call and they are not even reading my complaint because they are offering refund, and so I told them all just give me a minute while I find the ad I answered. I'm paid up for 3 months, right. They are denying they gave that deal. I have much logical, circumstantial proof but I lack the offer I answered. So, once again, they know, but the left hand doesn't know.....

  So they may contact me at the same place everyone else does.

• Initial Complaint

  Date:02/03/2024

  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.

  More than 10 days without service.This is a prepaid service, so we normally go by the entire year every time. Then two weeks ago, something was changed in the service of my cell phone account. (My daughter also have service thru them and nothing was modified on hers) I did notice I couldn't place phone calls anymore, went thru the whole process with the support people online, they couldn't figure it out... for a second thought it could be the cell phone; so switched *** cards to make sure, with the other *** card the phone operates just fine, so first assumption was the *** was damaged, so we bought a replacement ***, did not fix the problem, then we have a report number issued stating the technical team will reach out to help us later, they never called... we call back again and we were told we never pickup the call from the tech suppor team (Lie, becasue we have been waiting for them with the phones next to us the entire time) so they closed the ticket number and file the complaint loke it was fixed... who supervises this ?? Now we are starting all over, trying to have service on a phone that was previously paid... 12 day an counting.

  Business Response

  Date: 02/09/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply. If the customer could reach out to us at their earliest convenience at ***************.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/03/2024

  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 signed up for service January 27th **** On February 2nd. I called support for help.And instead of getting help, my account was canceled without me asking or being told they were canceling my services. I spent all day on the phone trying to resolve the issue. After speaking with 5 associates the problem they created was not resolved. That caused me not being able to work and make any money.On feb. 3rd. I spoke with 3 more representative but still could not resolve the problem and costing me more money

  Business Response

  Date: 02/09/2024

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

• Initial Complaint

  Date:02/03/2024

  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 ordered and canceled mint mobile on 12/04/23 and did not receive a refund. I called ************** on Dec 4th 2023 at 2:28 PM and spoke with them 8 min 49 sec and was told that I would be refunded and never received a refund. I then called again on Dec 18th 2023 at 2:24 PM and spoke with them 6 min 50 sec and was told it was on the way. It never came. Finally I called on Jan 31 **** and spoke with 15min 12 sec and was told I would get my refund. It never came. Finally, I got an email from ************************* *************************** and this is what I was told "You are not eligible to request a refund for a new Mint Mobile service activation or SIM kit when forty-five (45) calendar days have passed since the date of purchase (45-day refund exclusion). " Remember I have been trying to cancel the day I ordered. This is not a good and honest company do not use them.

  Business Response

  Date: 02/05/2024

  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