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:01/15/2024

  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.

  As a faithful Mint user, I have perfectly used Mint over the past year and recommended it to several friends. However, my recent experience has been extremely painful. During Christmas, I traveled abroad alone, and on my way back, I realized I had forgotten to carry my Mint SIM card. On January 2nd, I ordered a new replacement *** card from Mint, and that's when my over ten-day-long nightmare began. Here is the timeline of my experience:First contact with Mint: After getting the new replacement *** card and trying to activate it, I discovered that Mint required old phone SMS verification, which I couldnt do since I lost my old *** card. I contacted customer service immediately. They asked me for the last five numbers I called, but I couldnt remember as my last usage in the US was a month ago. They said they would contact me within 1-3 days and confirmed they would send an email.Second contact with Mint: After 2-3 days without any email, I contacted customer service again. They told me the *** card was activated three days ago, but it wasn't working. They suggested troubleshooting, even suggesting it was due to my non-US manufactured phone. However, I had used a Mint SIM card perfectly for nearly a year, and my friends, who also dont have US-made iPhones, could use it normally. I tried two US devices that afternoon, finding the Mint SIM card didnt work on all three phones, including mine, which worked perfectly with ***-Mobile *** card, indicating the issue was with the replacement *** card.Third contact with Mint: After concluding, I contacted customer service again, explaining the situation. They asked for more troubleshooting, which was clearly ineffective. I suggested the problem was with the *** card and asked for a replacement. They said they would upgrade my issue to a higher-priority ticket, claiming it would be faster than getting a new *** card and assured resolution.Fourth contact with Mint: Again, without any email updates, I contacted customer service. They claimed their team called me and everything was normal, which was clearly false as my phone couldnt use the *** card. They said they would upgrade my ticket again and asked me to wait. I disagreed, as I couldnt live without a *** card and had waited long enough. They offered a refund and asked me to wait another 1-3 days.Fifth contact with customer service: With no email contact, I inquired about the refund. They just needed my order number and said the refund was approved. I confirmed the total refund amount since I had used my own money and Mint credits from referrals. They promised a refund of $360 and asked me to wait another 1-2 days. I confirmed if the refund was processed, as I planned to switch to another carrier immediately. They assured me to wait for the money.Sixth contact with customer service: Today, two days later, I inquired about the refund again. They told me my ticket was closed because it violated their 7-day refund policy, including my new *** card. This is the multiple deceits Ive faced from Mint, wasting my time and money (I had a year-long plan). Without a *** card, my daily life is disrupted. I never asked for a refund from Mint before, as I was satisfied with their service. I even tried to negotiate with customer service to convert my remaining plan time into credits for a new Mint account, closing the old one. They said they could only process a refund, which was already approved, but now I feel deceived again.Interestingly, I have consistently requested Mint to contact me via email and received affirmations, but I never actually received any email from Mint. Moreover, a friend recently brought me my old *** card, but it became invalid because the new *** card was supposedly activated. The initial reason for getting a replacement *** card was to quickly regain service, but now it has ironically led me into an endless cycle of waiting.This time, I need Mint to provide a reasonable solution. I can't afford endless waiting anymore.

  Business Response

  Date: 01/22/2024

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

  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,
  
  ****** Gong
  
   
  

• Initial Complaint

  Date:01/13/2024

  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.

  Purchased a phone/service package 12/20/23. Specifically ****** Pixel 7 with 1 year service to be delivered at their discretion. Had the misfortune of an unprofessional ***** driver (separate complaint). Long story/short, ***** driver failed the delivery and returned item to shipper. Have proof of delivery path to me then return to shipper. This is where my problems with Mint Mobile start. Originally called 12/27/23 to inform them of courier issue and if they could reship. Ticket was closed stating they do not "reship orders with devices". I didn't address this again until the item was returned to shipper. This time on 1/10/24 Mint Mobile reached out to me via e-mail stating they received the item in their warehouse and if I could confirm my address so they can "get that order right out". I confirmed my address through e-mail and waited. I followed up on 1/13/24 by voice for a new tracking number so I could request a hold at a ***** station but was notified this item was not eligible for shipment. My option was to cancel for refund and re-order. I declined to re-order and requested a refund. CS representative processed refund and stated I would receive final decision via e-mail. Later 1/13/24 I received an e-mail stating on review I was not eligible for a refund since the return was outside the return policy. (???)

  Business Response

  Date: 01/19/2024

  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:01/13/2024

  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 3, ****, my 15 year old son, attempted to get Mint mobile on his new phone. The phone was not able to be added to Mints network (which I would think should be determined before they collect payment) They sold him on a 1 year plan and charged him $201.33, they then charged him for a smaller plan at $56.30. After taking money twice they realized his phone was supported on their network. The $56.30 was refunded immediately, but they still owe him the $201.33. He called customer service and was told there was no transaction for $201.33 (his bank statement is attached that shows otherwise). I called on his behalf and was told they transaction had been cancelled and the money would be returned, it hasn't. I emailed to ask for assistance on the matter, no response. I would like a full refund of $201.33.

  Business Response

  Date: 01/19/2024

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

  Customer Answer

  Date: 01/21/2024

  I am fine with Mint mobile contacting me to work out a resolution. I didnt want to the close the ticket out, do not accept seemed like the only option that wouldnt close ticket.    I can be reached at ************ or ******************

  Business Response

  Date: 01/26/2024

  We are working on the refund request.

• Initial Complaint

  Date:01/12/2024

  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 paid for a year, in dec2023,, had constant problems will call going to voicemail...spent many hours on tech support..this week, Jan 10 ****, had many hours with tech and supervusors..requested money back or fix the problem...I finally jan11 **** fixed problem after wiping Sim in alcohol and using another phone...got an email stating my refund would be effective in 10 days ..then they turned the phone off immediately...I tried to gave it turned on but the money they had was not useable..and all available plans were at higher rates...so even though they had 165 of my money and I had no phone I had to pay 75 fir 90 days vs 180 for 360 to get service..now they have 75 plus the 165 they owe me...it is extortion...

  Business Response

  Date: 01/19/2024

  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: 01/19/2024

  yes they issued a refund dated 10 days after they canceled the phone service, and then charged higher rates to reinstate service...even though they owed me about 164 dollars

  Business Response

  Date: 01/26/2024

  Customer received refund for $168.67  and $82.99

• Initial Complaint

  Date:01/12/2024

  Type:Billing 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 attempted to renew a 12 month phone plan on August 9, 2023 for $263.49. Mint mobile claimed the payment didn't process correctly, but it showed on the bank statement. We submitted a claim/ disputed the payment from 8/9/23 with our bank. They refunded that amount. We again paid Mint mobile on 8/11/23 a total of $263.49 for 12 months of service. Today, 1/12/24 they have cut off my service for non-payment and are demanding a further $268 to pay until my service would renew in Aug ****. They are trying to collect further payment for something I have already paid for. They are using my cell phone service as ******.

  Business Response

  Date: 01/18/2024

  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:01/12/2024

  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 renewed for a year and recently the cell coverage just stopped working. Happy with the price but it works worse than the ************* at least they don't pay for the phone to keep going out. Tested the phone quality **** to **** good is below ****

  Business Response

  Date: 01/18/2024

  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:01/12/2024

  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 ****** Pixel 6a phone from Mint Mobile on January, 1, **** and paid overnight/expedited shipping. It did not arrive until January, 4, ****. It was LOCKED and Mint Mobile could NOT unlock it after 8 calls to customer service and providing IMEI #. Mint then told me to contact ****** Pixel. ****** also could NOT help unlock the phone. It needed to be returned. I submitted a "Refund Request" on January, 7, **** (3 days after arrival) but NEVER received anything back from MINT MOBILE. My husband contacted MINT by phone January, 9, ****(5 days after arrival) and the representative took all of the same information and said someone would be in touch within 24 hours(which is what they always say). NO ONE contacted either of us. I purchased an unlocked phone from Best Buy and installed original ESim from Mint and my new phone is working fine. I still want/need to return ****'s locked phone and be refunded $404.97. I contacted MINT again today January, 12, **** and spoke with two separate representatives. They both stated that MINT didn't have enough information to refund and it's past return window. I'm not sure what they could possibly need and of course it is past the return window because they didn't do their job the many times we called. They "needed" our card information, so I supplied that as well, The last representative said she "submitted" another request to return and someone will contact us. Do we need to contact an attorney to get a refund on a broken product MINT sold us??? I have MANY reference numbers:CRT-108867,CRT-108936,CRT-110207,9542152,CRT-110857

  Business Response

  Date: 01/18/2024

  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:01/12/2024

  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 renewed my 20GB plan on Dec 22 2023. On Dec 24 2023 I requested to have my plan refunded via a telephone call with Mint. I was told the billing department would review my request. I also asked to just transfer the plan to my iPad which was supported by Mint. I was told that was not possible.I chatted with Mint on 01/04/24. I was *********** would be refunded, but i had to fill out the form. I then found out on 01/05/2024 from ***************************** it would not be refunded. I was then informed that it would not be refunded. I have a screenshot of the chat. I was *********** was due to the timeframe it took. Mint has a 7 day policy. I had requested a refund 2 days post renewal of my 20 GB plan. I am about to file a complaint with the **** ** Attorney General and DPTA. I just want a refund. Phone: ************

  Business Response

  Date: 01/18/2024

  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: 01/18/2024

  
  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:01/12/2024

  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.

  The company allows 4 referrals a year . Each referral I should of gotten a $90 credit to my account. The Credit arrives 14days after your your referral activates there account. Both of my referrals were done and activated 1 in Nov. 2023 1 in Dec 2023. After the first referral time frame I was never given my credit. I called them and they checked and gave it to me immediately. That's after a lonngggg call to them. Now second referral they have not given me my credit again. Also they made the Dec 2023 referral go to my **** referral allotment because they gave me the credit 14 days later bring it to ***************************************************** 2023. Also they never gave me the 90 credit for the second referral. It's been 16 days now. . I been on the phone with them for over am hour now and no solution, they want me to call back in a few days. They don't know what they are doing so they try to get rid of u bye saying call back in a few days or they are just ripping people off.

  Business Response

  Date: 01/16/2024

  Hello,
  In regards to this concern, we have contacted the customer to confirm issue has been resolved.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/17/2024

  
  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:01/11/2024

  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 1/11/2024, I purchased 3 gigabytes of data around 8 AM CST. Around 6:15/6:20 EST, I checked my data amount and it said I have 2.2 gigs left. At 6:47 PM EST Mint alerted me I have used 80% of my data. At 6:48 PM EST Mint alerted me I had no more data left. I checked my account and the 2.2 gigs were gone. I bought 3 more gigs immediately because I am going on a trip and need data. I called Mints customer service at 6:50 PM EST to sort out the issue. The representative misunderstood the issue, said Mint automatically charges for more data when you run out (false), put me on hold for ten minutes, then hung up when I requested to speak to a supervisor. I called again and explained the issue. The new representative, again, misunderstood the issue and hung up when I requested to speak to a supervisor. It is illegal to steal data that I PAID for from my account so that I have to pay more. It is unethical to ignore customers trying to sort out such complaints and issues. This is an atrocious business practice and I caution all customers. Find somebody else. Anybody but Mint. They WILL steal from you and refuse to discuss the issue. I expect either a refund or for the stolen data to be issued back to my account.

  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

  Customer Answer

  Date: 01/17/2024

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