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:11/16/2022

  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 purchased international roaming credit from Mint Mobile (who I have cell service with) for use for a trip I made to ****** in the first half of August. According to their website, when purchasing roaming credits your cell service should work just fine in ******. However, soon as I crossed the land border my service quit completely. I had purchased a single $20 credit and activated it, but neither phone, text or data service worked. After 8 or 9 days I finally got a hold of Mint via Wi-Fi calling for them to troubleshoot the issue. They switched cell towers and all that did was enable me to receive and occasionally send out texts, but nothing more...I was still unable to make phone calls, use data, etc. which hampered my travel plans. After a very slow back and forth with customer support online after my trip ended, I finally received a response from Mint for which they refunded me $21 on 10-Sept. However, I had told them numerous times that I was actually charged twice (an additional $23.38) that day for just one roaming purchase. I sent a screenshot of the double charges but all they would say is that they cannot refund that amount since I had used a small balance (for texts only which dropped by balance to $18.65) once the cell tower was switched. This made no sense to me because it appeared to be a double charge and either way nothing else worked with the "repaired" service other than texts. So to me the advertised service was inaccurate and therefore should be refunded in full. I request the $23.38 be refunded to me due to lack of phone (voice) and data service available in ****** the entire 15 days I was there.

  Business Response

  Date: 11/22/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this concern. 
  

  Thank you, 
  Mint Mobile
  

  
  

  Customer Answer

  Date: 11/26/2022

  The response says that the business would reach out to me to resolve my complaint. They never did. No phone call, no emails, nothing...and I am coming up on the time limit for me to either accept or decline the response. 

  Business Response

  Date: 12/03/2022

  Hello,
  
  In regards to this concern, we have attempted to contact the customer at the email provided. If the customer confirm their email address or provide us with their best contact information we will reach out to resolve this matter ASAP.
  
  Thank you, 
  Mint Mobile 
  

  Customer Answer

  Date: 12/05/2022

  This business has made no attempt to contact me by email despite saying that they have. My email listed is *********************** My phone is ************ if they wish to get a hold of me that way.

  Business Response

  Date: 12/12/2022

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/14/2022

  
  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:11/15/2022

  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.

  After being told my phone was compatible with this service, on 9/30/2022, I made the required prepayment of $45 for 3 months of service. I activated the sim card on 10/27/2022, which was recognized, but would not complete calls, or send massages or data. I contacted support and was told the phone was NOT compatible and a refund would be issued. Days later, I received an email stating that I would not be receiving the refund, regardless of the fact that I was misled - twice. Mint Mobile has no interest in providing fair and equitable service.

  Business Response

  Date: 11/22/2022

  Hello,
  

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:11/14/2022

  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 filed a complaint regarding the practices of this company and asked for help getting it resolved. Below is the response that I was sent through you from the company. Instead what they did is not reach out to me at all and disconnected the service that I had already paid for without any notice and then blamed me stating I asked for a refund but it won't be in my account for a week and then told me I had to pay them to reactivate my account if I wanted my service to work.I need to change the acceptance of their resolutionas it never happened and I feel that I am being retaliated against for filing the complaint."MESSAGE FROM BUSINESS:Hello,In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter.Thank you,Mint Mobile "I am a domestic abuse survivor and was only trying to get my phone records in order to give them to the police so they could proceed with charges. My account is negative because of my abuser and i have no way of restarting any kind of phone service.

  Business Response

  Date: 11/28/2022

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/30/2022

  I am rejecting that response as the last time they said that and I accepted the response no one ever reached out and they cut off my service with no warning even though I was paid up for 3 months and then recharged my account without authorization for another 3 month cycle. I still have not heard from anyone in regards to the first complaint and request for disclosure that I.  made. While I love the service, the customer service is horrible and I don't deserve to be treated the way that I have and shouldn't have to go to another crappy service because the employees act like incolent children.

  Business Response

  Date: 12/05/2022

  Hello,

   

  In regards to this concern, we can provide the customer's outgoing calls, however currently we are unable to provide incoming calls.

   

  Thank you, 

   

  Mint Mobile 

  Customer Answer

  Date: 12/10/2022

  the issue of my phone being disconnected and the fees were not addressed 

• Initial Complaint

  Date:11/14/2022

  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.

  ************ is constantly dropping. They had to send a new SIM card that they promised would fix the problem. It did for 5 days and now I am back to constant issues. I don't get the service that I paid 12 months upfront for. And their customer service is of no help.

  Business Response

  Date: 11/28/2022

  Hello,
  

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 11/28/2022

  Got a new tagline for you, ****. "Buy a year of service upfront and get a pitiful service after 7 days because you aren't a customer anymore."

   

  The insensitive structure you operate on will fail by falling customer retention.

• Initial Complaint

  Date:11/14/2022

  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 an Apple IPhone 13 mini, and 1 year of unlimited talk, text and data from Mint Mobile in approzimately the last week of May, 2022. I made the purchase through a finance company called Affirm. I made the purchase on mintmobile.com, and an offer popped up to finance through Affirm, which I did. The total financed was in the neigherbood of $1200. My phone became hacked around 10/31/2022. Acct phone # **********. Settings on the phone kept getting changed after I had set them to certain settings. I even heard a male voice coming from the speaker of the phone one morning. I could not understand the words because it was very faint, but I heard a male voice coming through the speaker. Suspicious activity started happening with my email address as well at exactly that same time. To be on the safe side, I immediately got a new email address, phone and phone number with tracfone, and a new computer. I traded the IPhone 13 mini in for a ******* android with tracfone on 11/7/2022. I called Mint Mobile at that time to report that I no longer had the IPhone 13 mini due to being hacked. They would not speak to me because they could not verify my identity with a text sent to the IPhone because I no longer had it. I finally got someone who would put in a service ticket. They asked me for 5 phone #s that I dialed before the hack. I provided them this information, and was informed it was denied, they didnt see those numbers on my past calls!! Impossible!!! I call VERY FEW PEOPLE in my life. I did not accept this so the rep said they would put it back through with more numbers for them to verify. I provided more numbers, and was told only one was able to be verified. NOT TRUE!!! I KNOW WHO I CALLED!!!!! As I said, I call very few people in my life!! One of the denied numbers was my coworker, and the number I call to report an absense from work!!!! They asked for more numbers on 11/12/22, now when I called on 11/14 to get the results, their systems hangs up in my face!!!!!

  Business Response

  Date: 11/28/2022

  Hello,
  

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:11/14/2022

  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 September 29, 2022 I purchased a new phone and mobile plan with Mint Mobile via their website with an electronic *** card for the phone. Upon receiving the phone and the e*** card (the eSim card was sent via email), I contacted Mint's customer service for help in activating the phone. The customer care representative that I spoke to informed that the eSim card that I received was not compatible with the phone that I purchased, and that she would be sending a physical *** card as a replacement. After one week, I still had not received the *** card so I contacted customer service again. This representative told me that a *** card was never sent, and in order to send me a new *** card my current phone would need to be deactivated and the she would be transferring the number to the card. I explained to her that I could not be without a phone as I was getting ready to travel, and that I would try and call back in at another time. Instead, I decided to request a refund via the website. Mint denied my refund because it was outside of their 7 day period, even though they have still not provided me with a functioning *** card. I contacted service again, on 10/28, and this representative told me the refund was approved, and I would be receiving a shipping label to return the phone. I contacted customer service again on 11/14, and they told me the refund was still denied, and they would not reconsider the decision and there was nothing they could do. I asked to speak to a supervisor and they denied me.

  Business Response

  Date: 11/17/2022

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 11/18/2022

  Good morning,

   

  This is the same response that I received from Mint when I attempted to resolve the issue on my own.  The day after I received the phone, I contacted Mint's customer service to ask for assistance in activating the phone.  *********** representative that I spoke to informed me that the *** card that was purchased with the phone was not compatible with the phone that I had purchased, and that they would mail me a replacement card.  I waited 7 days for the replacement *** card, but it never showed up.  I again contacted customer service and was told that the replacement *** card was never sent.  How can Mint tell me that I am outside of the return policy, when within the 7 day period I was still not provided with a *** card to activate the phone?  If you are offering a 7 day trial period, then the 7 day period should not start until after all PROMISED components of the phone and mobile plan have been provided.

  Business Response

  Date: 11/23/2022

  Hello,
  

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Business Response

  Date: 02/10/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned,
  once we receive the device a full refund will be provided to the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 02/10/2023

  
  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:11/13/2022

  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 paid for service through Mint Mobile and I have been having technical difficulties where I can no longer text or use the Internet but my phone works. I have contacted Mint Mobiles tech-support on several occasions. *** spent several hours trying to resolve the problem and have not been able to get the phone service that I have been paying for, or that I have actually already paid for in advance. The customer service has been absolutely atrocious. I have spent countless hours on chats and on the phone to try to get this problem resolved and have gotten absolutely nowhere. I cant tell you how much frustration this has caused me the only thing I can do about it is to file the complaint.

  Business Response

  Date: 11/17/2022

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/13/2022

  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 and paid in full for a phone I was told would be unlocked. The phone service I also purchased came with a full 7day guarantee. The service was horrible and I could not make or receive calls. I cancelled the service on day 5. The phone is locked and I am getting the run around with them unlocking the device. I paid $1,099 in full for this device and now I have no phone which I use to run my business. This is an extreme hardship to me. They claim to have excellent customer service and I have now ***** hours with no help. Phone calls, several chat messages, different answers every time. I was just told my only option is to go buy a new phone. I need help please. Im not the first person theyve done this too https://www.trustpilot.com/review/www.mintmobile.com

  Business Response

  Date: 11/17/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 12/01/2022

  I have not been contacted by the business. I do not know what additional information they are needing to resolve this issue. 
  
  *****************************

  Business Response

  Date: 12/06/2022

  Hello,

   

  In regards to this concern, the customer's device has been unlocked and there is no further action for us to take in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:11/12/2022

  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 in contact with Mint Mobile each day for the last 8 days about unlocking my phone, which was originally purchased through Mint as a bundle. The phone is fully paid for, and I have done everything asked of me by customer service, yet they will not unlock my phone so that I can switch it to a new provider. I have been given a different story from nearly every representative. Excuses have been made to buy them more time. I have been hung up on by a supervisor. I have been given multiple promises of a follow-up call back, even from a manager (******), and there has been zero follow through. I call each day, typically to find out that my tickets have all been closed (without notifying me) because its my issue and not theirs. I have been to Apple to try to get their support, but they have never heard of this type of issue. The false promises, a rude manager (***), and over 12 hours on the phone with Mint have me feeling angry and helpless at the same time. They are simply trying to get rid of me on the phone and wipe their hands clean of me since there is no physical store or even a way to speak to specific employees, even with an employee ID. My phone is being held hostage and I cannot get anyone with actual training in this area to speak to. The poor guidance of Mint representatives have me without a functional phone on my phone line that has already been switched to a new provider. I repeat - this has nothing to do with an outstanding balance or a lack of action on my part. I have done everything, actually more, that theyve asked me to do. My property is being controlled by Mint and after 8 days and hours and hours on the phone, this is completely unacceptable. I have had nothing but trouble from every Mint customer service interaction since the day I started the service last year.

  Business Response

  Date: 11/17/2022

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:11/11/2022

  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 tried mint mobile services out one month free great service no problems so I chose to continue with mint mobile I paid for the whole year.3 months into my services with mint mobile I cannot make a call or it takes too long for the call to go through and it sits there showing calling for at least 2 to 3 minutes if the call do go through then it is so garbled I can't hear the other person and they can't hear me I am a security officer I need my cell phone when things pop off you only have seconds not minutes I have called mint mobile several times spoke with several operators who keep telling me there is no service in my area 3 months ago I had service now I don't have any service so when I asked for a refund they tell me they can't refund me my money because I'm past the 30 days I want my refund because I cannot use their services that's no more than fair I'm not asking for the full refund I accept a partial refund subtract for what I have used 3 months and pay me for my other nine I cannot use their services I do not have a signal and I'm tired of fighting with them they keep giving me false ticket numbers when I was troubleshooting they can't hang up on me telling me we going to reset you to a new tower and hang up and laugh one operator just started laughing in my ear didn't even realize she hadn't hung up yet I want my money I cannot use your services give me my money back that's all I want my money back mint mobile deceived to me they lied to me

  Business Response

  Date: 11/17/2022

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 11/19/2022

  Various representative have told me I would receive a refund and gave me confirmation numbers I will send you the confirmation numbers send me my money. Mint mobile is the WORST cell service, customer service, employees, worst customer resolution 

  Business Response

  Date: 11/23/2022

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile