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:01/10/2024

  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 or about September 15, 2023, I transferred my cell phone service as well as 2 other lines for family members to Mint Mobile. Before doing this I verified with them that service was available in my area and was told that it was. I live a rural area and have no house phone so service in and around my area is critical. I signed up on a $15/month/line promotion and was told that I would be able to renew for this same price. I feel like I was scammed! Not only did the service not work consistently, the price went up for renewal! During the first 3 months I had intermittent problems with the service and in one town near me where I do a lot of shopping and medical services, I had no service. I attempted to contact technical support and got disconnected multiple times while trying to resolve the issue. I finally cancelled service and was told that since I prepaid, I was not *********** a refund. If I'm paying for a service that I am not able to use through no fault of my own, I should be *********** a refund.

  Business Response

  Date: 01/16/2024

  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: 02/06/2024

  So I originally filed a complaint (Complaint ID: ********* against Mint Mobile. Well I did receive a phone call from a representative from Mint Mobile who listened to my concerns and agreed that I should receive a refund. She then said she would call me back with an update. I received 2 more calls over the next 5 days promising the refund. Now I've heard nothing and received no refund. I'm guessing they just strung me along to close the original complaint. Just like their sales people when you first sign up; lots of promises and then no delivery! Stay away from this company.

  Business Response

  Date: 02/12/2024

  Hello,
  In regards to this concern, we apologize for any delay but the refund is awaiting approval.  Once it has been approved the customer will be notified via email.
  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 02/15/2024

   It's been over a month since I last heard from the business.  It feels like more false promises by this company.  I  will not close out this complaint until I actually receive a refund for services I could NOT use!

• Initial Complaint

  Date:01/10/2024

  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 renewed on 6/7/2023 for another year of service for one with Mint Mobile. In the beginning of January, ****, I ported my personal cell number out from Mint Mobile and was planning on using the remainder of the purchased plan for my daughter's new cell phone line now that she's in the last semester of 8th grade. Shockingly, Mint closed my account after my personal cell number ported. Through the Mint support chat l, talking to ******, I found out that Mint closes accounts completely if the number is ported out. How else was I to keep my personal cell number and give my daughter the remainder of my service plan? Mint now tells me that since I'm outside of their policy for refunds I can't be refunded. I DONT WANT A REFUND!! I WANT MY SERVICE THAT I PAID FOR SO THAT MU DAUGHTER CAN USE IT!!! Please, Mint Mobile, I've already paid for my service and would like to continue with it. Please give me back my service plan. I don't want a refund. I want my service

  Business Response

  Date: 01/16/2024

  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: 01/17/2024

  Mint Mobile has not contacted me. The responde is a lie. I would really appreciate having my already-paid-for service for my daughter's new phone ready for her use. Please contact me to make this happen. Thank you 

  Business Response

  Date: 01/24/2024

  Hello,
  In regards to this concern, we are unable to transfer service to another phone number but a full 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: 01/26/2024

  
  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:01/10/2024

  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 12/28/2023 I purchased an iPhone and Apple Care+(insurance) from Mint Mobile. my complaint is with Mint Mobile I paid $1127.99. The phone itself was $929. The insurance was $179. The expedited shipping was $20. I received the phone January 2, **** so it was late so the shipping wasnt expedited I did receive the phone however there was no insurance on it when I activated it and immediately called Mint Mobile and I asked him if I had insurance they said yes to call Apple. I called Apple they told me I didnt have insurance. I called Mint back numerous times. I called Apple back with them with me on the phone. then Mint Mobile told me to send the phone back to them. I need the phone I bought the phone for a reason I just wanted my insurance and then I just asked for a refund because I could buy it directly from Apple on the phone and they wont give me the refund they said to send the whole the phone in and that be dumb because then I would be out probably the whole amount and without a phone at this point I just want the refund I want the insurance but Ill get it on my own but if they could give me my insurance that would be great but at least the refund for the $179 and thats how much AppleCare cost and I asked for the expedited shipping cost back(20$). I uploaded a picture of the packing slip. The order number is MMO_375846. Thank you, **************************

  Business Response

  Date: 01/16/2024

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

• Initial Complaint

  Date:01/10/2024

  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.

  Signed up for 3 mos + 3 mos free for $100 but cancelled service plan due to inability to transfer service after a dozen attempts from old Tracfone to ******* Galaxy A22 phone with the old number ********** (given a Mint temp # ************) and after hours and hours on the phone with ****** I finally gave up and bought a diff phone via Tracfone and signed up with Tracfone, cancelling Mint Mobile, requesting a prorated refund which they approved at the time but later refused in its entirety due to the online contract signed, offering ,7 days to cancel when I tried with all my might to make it work with Mint.Both Mint and Tracfone tried like crazy and I was the one in the middle with no results.Am requesting a prorated refund which is fair or at least $60

  Business Response

  Date: 01/15/2024

  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:01/10/2024

  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 9/4/23, I signed up for a promotional 3-month plan paying $45 plus other fees, totaling $53.42. I received a receipt for the payment via email. The plan was activated on 9/21/23. Previously I had a similar plan with Republic Wireless.. On 11/21/23, I received a 30-day renewal notice from Mint Mobile via email. The Automatic renewal would bump the monthly rate from $15 to $40. I had no intension of paying $40 a month for the service.On 12/4/23, I called the companys 800 number and asked the representative (1) to not automatically renew the plan and (2) to put me on the same plan I had so I could pay $45 for three months. I was assured that the same plan and the payment will stay the same starting the renewal date. I received an email notice on 12/21/23 that my plan has been automatically renewed without the receipt.On 1/6/24, I noticed that my **** account had been charged $129.83 which is the amount I pay under the automatic renewal. I called Mint Mobile and protested the erroneous charge and asked for service cancellation and refund. The call lasted 41 minutes. The rep told me that I already missed the 7-day period for cancellation and that there was nothing she could do. I told her that had I received a receipt, I would have cancelled right away. She mentioned a 12-month, 5 GB plan for $15 a month. I said I would go for that. Then, she said it is only possible after the current $40 plan expires in 3 months. The system did not allow change or cancellation. Unconvinced, I talked the supervisor who contacted the refund department and eventually came back and told me the plan cancellation in a few days and the refund processing in **** days. Reference number given was: CRT-109402.Shortly after the call, I received a text message that upon a further review, my request was denied because it was already outside the refund policy. I called again Mint Mobile on 1/7/24 and was told me that the system would not allow it and there is nothing they could do.

  Business Response

  Date: 01/15/2024

  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: 01/15/2024

  
  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,
  
  Hee Man Bae
  
   
  

• Initial Complaint

  Date:01/10/2024

  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.

  Hello,The attached file "notice of subrogation.pdf" Describes in depth what happened. i have sent to the **** CFO ,Legal counsel of MINT MOBILE, LLC on the date of january, 7, 2023 at 2:33 AM and 2:37 AM. I was notified they were opened by Mailtracker and read twice.

  Business Response

  Date: 01/16/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep in contact with the customer until the matter is resolved.
  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:01/07/2024

  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 have had Mint mobile since April 2023 and brought a phone ******* Pixel 3aXL) over. I cracked the screen, purchased a new phone off ****** ******* pixel 3 XL), and proceeded to add the new eSIM to my new phone on Wednesday January 3rd. I received an error message so I attempted to contact Mint through the app and went into a waiting room, and once the agent answered they only waited a few minutes before exiting the chat and then closed for the day. I chatted again (since I have no service on either phone at this time) on the morning of Thursday January 4th where they sent me another eSIM and I received the same error message. I then proceeded to ask if we could just reinstate service to my old phone (which has had service since April) so they sent me another eSIM and I received an error message now on my old phone. I was disconnected since I had to drive for an appointment (since I can only use my phone on WIFI) and chatted with another agent who could also not figure out why I was getting the error message. I reached out again via chat on Friday January 5th where the agent continued to try to get my service to work on either phone and stated that pixel 3's in certain situations don't take eSIM cards so i needed to purchase a physical SIM for my new phone ******* Pixel 3XL). The agent then escalated the problem for my old phone not taking the eSIM and stated I would get a call after 5pm on Friday January 5th to my husband's phone, this never happened. I chatted again on Saturday January 6th and the agent was confusing and wasn't able to help me at all besides constantly telling me to be patient. I have now been without service since Wednesday and who knows if I will actually get service IF the physical SIM even comes. I am beyond frustrated and need my phone to function!

  Business Response

  Date: 01/12/2024

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

  Customer Answer

  Date: 01/14/2024

  I was without cellular service for about a week and feel like a credit to my account is warranted. 

  Business Response

  Date: 01/19/2024

  Hello,
  We have reviewed this issue and updated the customer's account.
  Thank you,
  ******************

  Customer Answer

  Date: 01/24/2024

  
  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:01/07/2024

  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.

  Ticket CRT-****** Order #'s MT4181326, MT4244512 There's been a series of errors in both actual services failed to be delivered and serious delinquencies in customer and tech support.The most recent issue when demanding a refund request on all three lines, *****************-572-2539, ************, the above ticket was created to refund partially for ************ because as of 1/5/24 I had already ported that number out to a new provider.I was then instructed to complete the refund request form for the other two lines. Before I filled it out and submitted the refund request form, I SPECIFICALLY ASKED if this would suspend these two lines? The supervisor stated, no. I then filled out the forms and submitted it.*************** pan was ended and account suspended.2. The refund request for the balance of the post 7-day number, ************, was denied, even thought the supervisor stated I would receive a full refund on that order number.Customer support front line representative stated that I would have to REPAY to "turn back on" the ************ number. MINT has essentially created a WiFi only device now until I receive the new SIM cards from my new provider. this is why I specifically asked the question I did before submitting the refund request form!!!Additionally, with the serious of failures and errors, I am now not confident that my wife's number ************ will remain active in you system before I receive the new SIM cards. She has had this number for ages and does not want to lose this number.

  Business Response

  Date: 01/12/2024

  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:01/07/2024

  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.

  Subject: Formal *************************** Issues and Inconvenience Caused by Mint Mobile To Whom It May ********* am writing to express my deep frustration and dissatisfaction with the service provided by Mint Mobile during my recent attempt to port my phone number using an eSIM. While I appreciate that a refund has been issued, the series of events that unfolded has left me without a working phone and caused considerable inconvenience.1.Misleading Information and Failed Porting: Initially, I was told that porting my number via eSIM was possible. This information proved to be incorrect, leading to unnecessary complications.2.Prolonged and Unsuccessful Troubleshooting: I engaged in an extensive seven-hour troubleshooting session with your engineers, which did not result in the eSIM being activated.3.Additional Costs and Waiting Time: Despite the refund, I am now faced with the additional cost and time of obtaining a physical SIM from another provider, prolonging the period I am without a functioning phone.4.Verification Challenges: In seeking assistance from customer support, I encountered verification hurdles due to the non-activation of my service, adding to the frustration.This situation has not only caused significant inconvenience but also questions the reliability and customer service efficiency of ******************. I urge you to consider the impact of such experiences on your customers and to take steps to prevent similar occurrences in the future.Your attention to this matter and acknowledgment of the inconvenience caused would be appreciated.Sincerely,******

  Business Response

  Date: 01/12/2024

  Hello,
  We appreciate any and all feedback and have sent this to internal teams for review.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/05/2024

  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.

  I purchased a deal of 1 year of service with a Pixel 7 Pro phone. Everything as I checked the return policy stated you had a 7 day money back guarantee from time of ACTIVATION. Less than a week later they had the SAME deal but for $200 less than what it was before. I obviously wanted to save another $200 dollars. I called their service and was told I just had to order another one and return the first. I was also told that I should hold on returning the first cause they might be out of inventory now. I was able to place an order at the new price. This one was now delivered on Dec 27th. Due to holidays I was unable to call and get someone on the line until the 3rd of January. I was then told that return was not from activation but from time of DELIVERY. This could only be found when searching their full site. No where in the *** or purchase process was this declare, and when I called the first time I was also mislead by their CS agent I had on the line. I could have returned the first order when I first call but now I am stuck with both, and the possibility I will be charged more cause I cant activate both with ported numbers. In all this I did try to get them to escalate an exception. They denied it immediately without letting me know via Email like they said they would. This now pushed me 2 more days so now 2nd order is likely out of return.

  Business Response

  Date: 01/12/2024

  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: 01/12/2024

  I have checked all means of communication and have received nothing from Mint Mobile at this time. I have checked all inboxes and spam folders on email. No communication has been sent. If Mint has tried to reach me they should verify the email they have tried to send to is spelled correct. I have also not missed any calls. 

  Business Response

  Date: 01/19/2024

  Hello,
  In regards to this concern, we have contacted the customer with latest email on January 14, **** and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/26/2024

  Yes, I have now been contacted by 3 different people from Mint (2 on email and 1 on ********* This has created confusion. It does seem like there is a refund in works, but it is still in the works so between the options I must reject just due to the history here and the time I see them taking on all of this previously I dont want this ticket to expire yet until an actual resolution is reached. First off there has been some complications. Due to the financial strain of the money being tied up and the look like all refunds were being rejected despite them misleading me I returned my new phone from outside store and started using the phone from the order. I figured that I might as well start using it if I was going to be stuck with it. It was latter that day that I heard back from the BBB looking like there might be a resolve. I have let Mint know this in recent communications, and they have stated they are ok still with return. I have also proposed alternative options that did not involve them getting back a used phone that would be potential wins for both (Just returning the plan portion of order now that I am using phone, Unlocking phone for me so I dont have issues with international travel this year, Instead of refund plan they could just match the deal I got on 2nd order (even in account credit). They rejected those and just seem to want to do the return. I am waiting now for them to verify which IMEI they need returned so that I can be sure there no other issues. 
  
  so yes, things look like they might work, but I have not heard back on the ***** and I will be out a new phone since I returned mine and will be out some money I invested in new phone (case and screen protector), but if they do the return then I guess they will have lived up to their end of this complaint. They just have not done that yet