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:01/19/2024

  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.

  After transitioning to Mint Mobile less than a month ago, my experience has been nothing short of exasperating. The allure of their affordable plans turned out to be a mirage, obscured by the reality of dysfunctional service. A primary issue has been the inability to receive certain group and picture messages, a fundamental feature one would expect to function seamlessly.Despite dedicating hours on the phone with technical support, the resolution remains elusive. The promises of assistance from the so-called 'back office' turned out to be empty, marked by a ***** absence of follow-up calls or any semblance of urgency to resolve the pressing issues at hand.The situation speaks volumes about the lack of customer service and accountability within the company. It's disheartening to realize that the appeal of lower costs comes at the expense of reliability and support. As a customer, it feels as though once you're enrolled, your concerns are relegated to the background, lost in a void of unkept promises and unaddressed issues.In an era where communication is more critical than ever, the inability of Mint Mobile to provide a reliable service, coupled with their apparent disregard for customer satisfaction, is unacceptable. This review serves as a ***** warning to potential customers to think twice before being enticed by the seemingly attractive offers of Mint Mobile. The cost savings are not worth the frustration, the wasted time, and the unreliability of service that I, and evidently many others, have experienced.

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we will contact the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/19/2024

  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've called Mont Mobile several times to return a phone I no longer need. they keep saying that they are going to email me a shipping number but still haven't done that. this is going through Affirm. Affirm has deducted $100 from me so far. Mint reimbursed me $178 for the service so far, but I need a total of $451 refunded. 100 to me, the rest to Affirm.

  Business Response

  Date: 01/20/2024

  Dear *******

  
  We apologize for the inconvenience you faced with the process of returning your phone. We understand the importance of resolving this matter quickly.
  To further assist you, you will receive an email from us to address this case privately.

  
  Best regards, ************ Support, Mint Mobile

• Initial Complaint

  Date:01/18/2024

  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.

  I have been trying to connect with Mint about my account. I am on a 12 month plan that is about to end. I wanted to continue with Mint and called about options. When I spoke on the phone with a representative, they did not understand my question and thought I wanted to "upgrade." I asked to speak with someone else who might understand my question. The representative told me I get speak with a supervisor. I agreed to speak with a supervisor but the representative pretended they could not hear me and said I would have to call back.I called back and was connected with the next available representative who was not the same person. I asked my question about continuing my plan again. And again, the representative did not understand my question so I asked them to forward me to a representative. They said okay, placed me on hold, and then hung up on me.So finally I tried with online chat to resolve my questions. The online person was unresponsive and told me they did not have access to all my information. They also gave me conflicting information from what the person on the phone said.At this point I do not wish to stay with Mint if they are unwilling to provide good customer service. I tried to make sure my account cannot be auto-renewd after the 12 months but Mint does not provide a way to do this. Mint needs to contact my if they care about my service. Or they need to make sure they do not charge me after the 12 months. If they do I will report as theft.

  Business Response

  Date: 01/24/2024

  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: 01/26/2024

  I have not received any communication from Mint Mobile as they are claiming. They can contact me at *************

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer but the calls have been routed to voicemail. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/17/2024

  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.

  My name is ************ am writing to you to make a statement regarding Mint Mobile Company. One year Ago, I purchased a plan and a cell from Mint Mobile Company Ref.MT2492789. I received the Cell Phone on January 3rd, 2023, and immediately started using the cell that was provided. This cell phone worked for one day like a normal cell. The second day I could only receive calls, I could not call out. I immediately contacted Mint Mobile customer service; This agent told me that the problem was the *** card. Mint Mobile immediately sent me a new *** card. I never was able to use my phone. The original agreement was a 7-day trial (I got 1 day of use). I never could get them to send me a call tag for the defective phone. 10 hours on Chat with Mint Mobile asking for help and I still one year later am holding the defective cell phone. I asked Mint Mobile to credit me back the $437 for the plan and the defective cell. I am still waiting for Mint Mobile to give me credit. phone that you could call in and out in, two days just receiving phone calls. I am a disabled Senior Citizen, and I am not computer literate. I need the phone for emergencies, to call a doctor, to order a prescription for medication. Mint Mobile Cell phone company has really disappointed me. One year later, January **** I still receive a bill for the plan and the defective phone. Please, no one is helping me. All communication is via chat. Help I am being billed $437 which I am disputing with ************** my ***'s Club credit card company. I have no way of communicating with a person at Mint Mobile that can help me. ************** cannot hold the money that I owe. Mint Mobile refuses to credit me for the defective cell phone and the one year paid for in advance plan, i never used that I have less than one hour of use. Again, my name is *********************, my phone number is ************ thank you. My address is *************************************** Sunland ********** *****. I am so disappointed that I have been treated this way. I

  Business Response

  Date: 01/23/2024

  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:01/17/2024

  Type:Sales and Advertising 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 phone protection from Allstate/Squaretrade through Mint when I started service with them. I was unable to continue with Mint because I was not receiving coverage at my home. Upon switching service I received the attached letter from Allstate stating Mint had canceled my coverage and I should expect a refund. After waiting almost two weeks and no activity, I contacted **** who then refused to reimburse the purchase amount. The coverage purchased was for a year, Mint canceled it only five months in. I want AT MINIMUM a prorated refund. Good business etiquette would be a refund in full. I'm extremely disappointed because up until this, DESPITE not getting service at my address, I was over the moon with ****'s customer service. I had service with them twice in the past, in two different cities. Again, the only reason for discontinuing service was lack of service at my latest address. During both service periods, the customer service was exemplary. The refusal to reimburse a paid service they offered and then canceled has ruined the reputation they had instilled. This is now a situation where they have taken money for a service that was not and will not be provided. I simple want a refund for the purchase of the unused protection plan.

  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

  Customer Answer

  Date: 02/14/2024

  I previously opened a complaint (#********) seeking the return of $79.00 for a service Mint Mobile charged me for and then canceled. They responded and agreed to reimburse my account within 7-10 business days. I was asked by BBB to respond with my satisfaction with ****'s followup and while waiting for the actual refund to take place, my case was assumed resolved and then closed by BBB. As I mentioned, I was waiting to see if Mint followed through with the refund, which they in fact did not. During the time of the open complaint, I received an email from a 'customer resolution specialist' claiming to be handling the case who has since not responded to my attempts to reach him. I will attach the original documents along with the communications from Mint that were never followed through with. I simply want the $79 refunded as they agreed to. And no more 7-10 day waiting period, every other retailer provided immediate refunds. I even had to cancel a phone plan previously with Mint because I accidently purchased a one month instead of three month plan and the refund was done while I was on the phone with the agent. The original response to my ***** promising the refund was January 23, 2024 stating 7-10 business days. It has now been 14 business days and 10 since I attempted to reach my 'customer resolution specialist' via email. They are clearly avoiding the action they agreed to provide. Between failing to remit payment for the refund they agreed they owed and straight up ignoring my email after ten days, it very much shows me this is not an incidence of falling through the cracks, but the deliberate steps of non-payment. I am asking you to please resume the pursuit of my original claim in an attempt to ensure they do actually refund my money. The closure of the original unfinished complaint now reflects as a satisfactory response on your site. Clearly it was and is not. Please help; all I want is the money rightfully owed me. Thank you.

• Initial Complaint

  Date:01/16/2024

  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 purchased a trial for seven days the number did not work. I tried countless times to activate import my phone number over. I ended up going back to simple mobile three because of it, they gave me a refund the first time after getting my pin from simple ********************** and then unlocking my account I tried again and they charged me $165.55 to reactivate a phone number that I was never able to use and it still didnt work. I never made one phone call one text message. Nothing. I submitted a refund request through an agent ticket number CRT-****** I called today to check the status on the refund and I was told it was denied and they refuse to give me my money back. This is absolutely unacceptable. This is the worst plan. it sounds good and looks good if youre trying to save money but for people trying to save money you dont keep $165.55 for something you can clearly see documentation for that did not work. I am also still with the 45 days of a refund and they refused to honor.

  Business Response

  Date: 01/22/2024

  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:01/16/2024

  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.

  ** Oct., 2023 I sent $952.50 to Mint Mobile and received 3 phones. After receiving the phones and after several hours of working with Mint Mobile trying to get their phones to work I requested a refund and they sent me a Return Authorization and I returned the 3 phones with the assurance that they would refund my money. On 12/4/23 I spoke with Mint Mobile and was told the refund would be forthcoming within 7 to 10 working days. The refund was not forthcoming. I subsequently received 2 of the phones back with an email asking me to remove the "screen Locks". I am 85 and do not know what a screen lock is , let alone how to put one on or take one off. The email also said there was a label attached for returning the phones, there was no label attached. They have had my money for several months now and on 1/5/24 I asked for a timely response have yet to hear from them. Please help me get my money back.Sincerely,********************* ************************************************** **************** ************

  Business Response

  Date: 01/23/2024

  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: 01/24/2024

  Mint Mobile never called me. I called them the morning of January 22nd and after lengthy discussion with no resolution in sight they told me they would call me back within 24 hours. It is now almosty 48 hours and I have had no response. I appreciate your help, but I have sent Mint Moblie emails and called them before and they have not responded.

  Sincerely,

  *********************

   

  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

  Customer Answer

  Date: 02/22/2024

  See attached.

• Initial Complaint

  Date:01/15/2024

  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 July 5, 2023 I paid $266.50 for five 3-month unlimited plans. I already have Mint Mobile as my service and thought I could apply these to my current plan. I then got very sick and was not able to do anything for several months. When I was feeling a little better, I called to activate the plans and couldn't. Then, we realized that we had been charged $266.50 twice -- for a total of $533. I have called several times to get the duplicate charge refunded and either get the $266.50 applied to my account or get a refund. Every time, they tell me that I can't apply the money to my account, but that they will try to process a refund. They're very nice on the phone, but then afterward, I get an email saying that the refund has been denied. So, they charged me TWICE, I can't use it toward my account, but they refuse to give me my money back. So, Mint Mobile has STOLEN $533 from me. I paid and they have provided absolutely NOTHING. The original order number is MT3154208 and the duplicate charge is MT3154217.

  Business Response

  Date: 01/22/2024

  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 

  Customer Answer

  Date: 01/23/2024

  Mint Mobile indicated that they are in contact with me to resolve this issue. I have not received any communication from them since this complaint was filed. They have not provied a refund or any resolution whatsoever. They need to refund my $533. And they need to CONTACT ME!

  Business Response

  Date: 01/30/2024

  Hello,
  In regards to this concern, we are working on processing the refund and will contact the customer once it has been finalized.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/05/2024

  I would love to accept this apparent offer of a refund. However, Mint Mobile has still not contacted me or refunded anything. It feels like theyre telling me what I want to hear on BBB but are not backing it up with any actions. If they actually contact me and follow through with a refund, I would be delighted to consider this matter settled, but I cannot do that until they actually contact me and do what they say theyre going to do.

• Initial Complaint

  Date:01/15/2024

  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.

  Today 1/15/2024 I ported my number ************ out of Mint Mobile, but I was told I'm not able to use my new provider's service because my phone is locked. I had brought this unlocked phone to Mint Mobile and used them for a three month trial period and found that I was not getting good coverage. I have reached out to Mint's customer care twice. The first time was with an agent named ********. He told me Mint does not lock devices but when I pressed him to look on his end if phone is locked he was able to confirm it and even tried filing an IT ticket to unlock my phone but then told me the app was down. He told me to try reaching out to support later with reference #********. The second time, the agent was Yenifel. Despite me detailing my previous conversation and providing the reference #, agent repeatedly told me Mint Mobile does not lock/unlock phones, contradicting the first agent. I requested escalation of the issue and an explanation of how I was able to use my phone on Mint if it was "locked" by the store where the phone was bought (as claimed by the agent) and why it's all of a sudden locked as soon as I ported my phone out. I have the full chat conversations recorded and will be proceeding with further action until this is resolved.

  Business Response

  Date: 01/20/2024

  Dear ***,
  We apologize for the inconvenience you have had with your phone being locked. At Mint, we do not have the ability to lock your phone by simply inserting our SIM into it, it is not possible. Your phone must have an error and we will send you an email with some steps that *** help.
  
  It is advisable that you also take your phone to a technician.
  
  
  Best regards, ************ Support, Mint Mobile

  Customer Answer

  Date: 01/22/2024

  
  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,
  
  C Tan
  
   
  

• Initial Complaint

  Date:01/15/2024

  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.

  We tried to transfer service from T-Mobile to Mint Mobile on December 30th when we purchased our Mint plan. One of our phones wouldn't take the new SIM card as it was locked to the other carrier so we had to cancel our Mint plan and switch back over. We did this within the 7-day full refund period and received a refund approval and reference number. We've only received $92.95 (on January 1st) of the $223.09 and spoken to close to 10 people in their call center about why we haven't received the rest of the refund. Each person continues to tell us the same thing (that it has been approved) but we have yet to receive the rest of our refund. We are very disappointed in the customer service at Mint and would really like to resolve this.

  Business Response

  Date: 01/20/2024

  Dear ******
  We sincerely apologize for the inconvenience you've experienced regarding the refund process.
  To ensure we address your concern we'll be reaching out to you privately for additional details.

  
  Kind regards,Social Media Support, Mint Mobile