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:01/24/2024

  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 to Mint Mobile approximately two weeks ago and have been unable to make phone calls since switching service from ******** I've contacted them multiple times by chat and phone. I had two tickets opened that were supposed to be escalated to their "higher department" with no resolution. I paid for the 12 month plan and can't get a refund. I'm stuck with a phone that can't make calls for the next year, which is ridiculous.The Mint Mobile representatives keep trying to tell me that the phone is locked even though I've contacted ******* on multiple occasions and been told that the phone is not locked. I can get on the internet, receive calls in and text, but no calls out. I was told that my phone was compatible with their network before switching from *******, but that does not seem to be the case.A consumer should not be locked into a contract (with no option for a refund) if the service does not work.I want my money back so that I can find a provider that actually has working service.

  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

• Initial Complaint

  Date:01/24/2024

  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 a replacement *** card for my Mint Mobile number ************ on 1/18/2024 as the old *** was accidentally taken away by my parents who left US already. The *** number is *******************. However it is no way to get the replacement *** activated. Online activation is not available and phone support was not helpful. They created an escalation ticket L2-170761 on 1/23 and promised it would be resolved within 4 hours. Nothing happened. Not sure how to get this replacement card activated.

  Business Response

  Date: 01/25/2024

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

  Customer Answer

  Date: 01/25/2024

  
  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:01/24/2024

  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 3 months of service from mint mobile during a special, which came with a free sim card. Upon receipt I started to follow the steps to activate, which started with downloading the app and entering some information. The next step was to insert your sim card. However, the sim tray would not open with the tool they sent me no matter how hard I tried. The tool they sent actually broke inside my phone and was damaging my phone. At this point I assumed my service was not active since I had not completed all the steps to activate, and I had not been able to insert the sim card and begin service. I knew I had 45 days to activate, according to materials sent. A few weeks later a friend was able to open my tray. I asked them to send a replacement kit and after talking to higher *** the agreed to send one for free. The replacement never came. This went on a few times-- I'd talk to their agents for hours, get a higher up, be promised a replacement sim card and it would never appear. Finally, I was fed up and asked for a refund. Agents refused to process or help over chat, but assured me despite being outside standard policy I would be given a refund if I submitted the form given the circumstances, since I hadn't used even 1 day or minute of service. So I submitted their form and then was denied a refund because they counted it as activated as soon as I did step 1. I've wasted countless hours of my life talking with their agents. At first all I wanted was a replacement sim card and for my service to be reset at the time the sim card could be inserted and service could be used. Now I want a refund, and an apology. I paid for 3 months of service and haven't recieved even 1 day of service.Subtotal:$45.00 Shipping:FREE 2-3 Day Shipping Recovery Fee:$7.75 PA PREPAID WIRELESS 911 CHARGE:$1.65 FEDERAL UNIVERSAL SERVICE FUND:$0.30 STATE SALES TAX:$0.22 PA GROSS RECEIPTS TAX:$0.19 FEDERAL COST RECOVERY FEE:$0.02 Payment method:PayPal Total:$55.13 Order #MT3697808

  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

• Initial Complaint

  Date:01/23/2024

  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.

  Please see attached

  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

• Initial Complaint

  Date:01/23/2024

  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.

  09/07/2023 I purchased the service, it is 12 months of service paid up front.I installed this service on my Galaxy S23 Ultra Unlocked I could enable wifi calling and use it.12/16/2023 I purchased an Iphone 13 Pro Unlocked I transferred my ************ to this Iphone 13 Pro.Every time I enable wifi calling, it fails registration.Between:12/22/2023 - 01/23/2024 I have filed over 23 support requests to try and get this issue resolved. Mint has escalated this issue 3 times. Each time they close my escalation without alerting me.They have consistently asked me to try the same steps over and over. Every time they say the issue is my device, or my wifi. My device can register wifi calling on ******** It can register wifi calling while over data or on wifi. And it can place calls on wifi with ********However, every time I enable wifi calling on Mint, from my iphone, it fails to register. It registered on my Galaxy S23 Unlocked.Mint told me they support Unlocked Iphone 13 Pros.I have seen issues like this before on other Carriers with Unlocked phones. It is almost always the case that an engineer on the backend needs to update their database for the Unlocked Devices IMEI number, because sometimes they don't have the right data. During this process, I have asked at least 5 different representatives to call me back if we get disconnected. I have never received a callback.I have had over 10 calls abruptly end. Its not normal for me to get so many dropped calls, leading me to believe I am being hung up on.I have spent close to 10 hours troubleshooting this issue, repeating the same steps, repeating myself to numerous representatives, asking for updates, asking them to specifically update their notes because the troubleshooting steps they are asking me are not taking into account everything I have done so many times.

  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

• Initial Complaint

  Date:01/23/2024

  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 had service with Mint mobile for several years. When it came time to renew my plan I decided to switch companies. A charge was made for renewing my service and I immediately requested a refund. This was before the new service agreement started and was told via live chat that I would receive a refund. I was told that a refund request had been filed and that the refund would take **** days to reflect on my bank account.My ****************** account was then deleted by Mint mobile because I ported my number to another carrier. At this point I received a phone call telling me that because 2 factor authentication was setup they couldn't issue a refund and that I would need to disable it before they could refund me. I contacted them and explained that I no longer had access to the account because they had closed it. They continued to insist that I should log into my account which no longer existed. They finally offered to remove 2 factor but told me I would need to contact them again to get a refund. They continued to ask me to contact them at a later time whenever I reached out.I was provided a promise of a refund and a case number yet they are still refusing to refund my account. They cancelled my service when my number was ported to another carrier and have not provided any cellular services during the period for which they are holding my money.

  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: 01/29/2024

  
  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:01/23/2024

  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 got a free trial from Mint mobile for 1 week. 2 days later, I was charged for $49.03. The service never worked. I couldn't make any calls or use text messaging. I canceled the service after 1 day, but was still charged $49.03. I called many times, but still haven't received the refund they promised over the phone.

  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

• Initial Complaint

  Date:01/22/2024

  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 PAID FOR 6 Months of Service..THEY ONLY GAVE ME SERVICE FOR A MONTH AND A HALF.. I would like the rest of my refund whatever is owed to me whatever I use, I would pay for but whatever I didnt use I dont feel they should be keeping my money IF I DO NOT have service from them!!!! INVESTIGATE MINT for fraud

  Business Response

  Date: 01/29/2024

  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

• Initial Complaint

  Date:01/20/2024

  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 was not notified of the time, date, or amount of the renewal. I did not have the funds in the account to cover the cost, and now the account sits in a negative status. I have a scheduled insurance payment set to come out in 4 days. I will not have the funds, and will incur more bank fees. I attempted to call the company several times. The first few being automatically disconnected. After being transferred I'm told I cannot be helped without providing more information than I am comfortable sharing with people on a foreign country. After being hung up on I was transferred again to a human who after I asked for a supervisor, Told me I could talk to one, but then refused on three occasions to put one on the line, and threatened to disconnect the line again. The supervisor showed no concern for my bank issues. I demanded the service to be canceled, and a refund issued. I was told the refund would take **** days of approved. The phone is still on. I called immediately after the renewal to cancel. I do not want a pro rated discount because they dragged their feet canceling the service. I would also ask any additional bank fees be reimbursed if they are unable to refund the money in time.

  Business Response

  Date: 01/23/2024

  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:01/19/2024

  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.

  Since January 10 2023, I have been calling Mint Mobile's support to resolve a data issue.My phone will not connect to towers on its own, and I have to contact support to reacquire (reconnect to) towers.This was not an issue with previous providers and is not common practice, and is a problem that hasn't been relevant for over 2 decades.I asked for an escalation after the second call with the same problem. The call was disconnected. I waited around almost hours for a callback until I called myself. I pressed ******* to escalate my issue but was instead put on hold until the end of business hours.At the end of business hours, ******* announced a transfer and ended the call. I could not call back, as it was after business hours on a Friday.I have already performed the necessary troubleshooting (restarting phone, toggling mobile data, toggling airplane mode, updating phone, removing and reinserting SIM card). I have already sat through the basic troubleshooting script with multiple reps. I am a former tech support representative myself, and I have the patience for about 3 to 5 cycles of this.We are now beyond fair patience, and entering call avoidance. These are shady business tactics. Are your reps being threatened if they escalate issues? First line reps shouldn't be expected to fix advanced issues, so a transfer should happen if necessary.Does the team need better training, or is there a human rights issue happening? While I don't want to place undue pressure on a tier 1 rep, the pattern of behavior is well beyond accidental disconnects and is indicative of other problems.Please credit me with 3 weeks of service, and PLEASE review not only customer service rep ********* but call center management responsibility so these representatives can work without feeling the need to avoid calls. I know the pay isn't worth most customer troubles, but this is almost always a sign of toxic work environments.

  Business Response

  Date: 01/25/2024

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