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:10/31/2022

  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.

  On 10/14/22 at 10:48am I moved my cell number over to Mint Mobile. With that I received a "refer a friend" link and promptly sent it to my friend. That same evening they signed up using my referral code.On 10/15/22 we both noticed that we did not see the 'pending referral' on our accounts. I contacted support immediately and was told that I had to wait 15 days to see the referral. I pressed that neither of us see it in pending nor did we get any email or push notification. Again I was told 'not to worry!' as the credits will show up.I waited 15 days and on 10/29/22 I contacted support again. They opened a case on their side. On 10/31/22 I received a text message that the credits will not be applied. I contacted support AGAIN only to be dead ended with no service or help.

  Business Response

  Date: 02/09/2023

  Hello,
  In regards to this concern, the customer did not use the link correctly, therefore the customer
  was not able to qualify for the refer a friend credit.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/09/2023

  as I stated in the beginning, we followed the instructions properly and immediately reached out when we did not receive confirmation.  This is a complete bait and switch on their part to lure people in and prevent from having to pay out the promotion.

  Business Response

  Date: 02/15/2023

  Hello,

   

  In regards to this concern, we understand the customer's frustration, however because the link was not used correctly, the refer a friend credit cannot be provided. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/30/2022

  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.

  Ordered phone + plan April 11, 2022 order #MT1718368 for $274.57; phone received 4/13/22 When my son tried to activate it, it asked him to transfer a number. This was his first phone so he didn't have one. Contacted support who said the wrong purchase link was used. The correct one was $30 more. I wanted to pay the difference but was told that I needed to send the phone back, get a refund, and then re-purchase from a different sales page. Refund was initiated and phone sent 4/20/22 by ***** and delivered back to Mint 4/26/22 I began following up a couple weeks later after hearing nothing. In May I was asked to provide a password for the phone since we had begun to activate it. I did. After multiple emails and chat contacts the phone was sent back July 14 with no explanation. Upon contacting support I was told to do a factory reset & return it. I did so. After additional follow **** I was told at the end of August that the refund was approved but when they tried to issue it on 8-10-22, ****** denied it. I was told to contact Paypal. I did and they asked for a statement of credit owed. I gave them my receipt and a copy of the chat stating the refund was approved by Mint and denied by ******, and the ****************** number of the denial. Paypal closed the ticket for not providing a statement of credit. Was told by Mint they would provide one, they never did. Was told by Mint to try to dispute with Paypal via my bank. My bank found that I had a valid claim but the window for action on their part had expired. I have asked Mint to resolve this by a credit to my account or by issuing a check. They have been adamant that Paypal refund is the only option. At this point, they have the phone, the plan was never used, and they have my money. They stalled and delayed until their 90 day refund window had expired and then put it on me to fight Paypal.Link attached to copies of all chats and emails.

  Business Response

  Date: 02/10/2023

  Hello,
  
  In regards to this concern, the customer is outside of the PayPal payment refund time frame and
  will have to reach out to PayPal to resolve this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/13/2023

  The reason it is outside the Paypal time frame is because it took Mint Mobile from late April 2022, when they received the phone back, until mid-August 2022 to process the refund. I have brought it to Paypal, and my bank. ****** wanted a "statement of credit owed" which Mint agreed to provide, and then didn't. ****** would not accept my receipt for purchase + the declined refund attempt transaction number + screenshots of the chat where this was provided. This dragged on so long, that by the time I was made aware that my bank could intercede with ******, it was outside their time frame to do anything. The crux of it is that I returned the phone immediately at the suggestion of a Mint customer service rep...I followed everything I was told to do in a timely manner. Now I am being told it is my problem when it is Mint who stalled the refund and with no reason that they ever disclosed. I would have accepted credit on my account but the cs rep ignored that and told me a Paypal purchase can only be refunded via Paypal. Mint has lost my whole families business as a result.

  Business Response

  Date: 03/01/2023

  Hello,
  
  In regards to this concern, well need to reach out to the customer or more information in order
  to resolve this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/02/2023

  The business has now offered me a credit, on March 1, 2023, four and a half months after this BBB complaint was originally filed. After no response from them when my plan expired in January 2023 I moved carriers, and two weeks ago when my husband's plan expired he also changed carriers. Just as Mint waited until two weeks after ******'s allowed window to try to issue a refund, they have waited until roughly two weeks after the last of our family closed our accounts with them to offer a credit. They had ample time to respond to this and the only resolution left is to send me a refund.

  Business Response

  Date: 04/13/2023

  Hello,
  In regards to this concern, a PayPal payment has been sent to the customer to resolve this
  matter. Please allow up to 24 hours for the funds to be credited to the customers PayPal
  account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/17/2023

  
  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:10/29/2022

  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 ported my phone number to another carrier with the intent to keep my Mint prepaid service with as a secondary line with a new phone number. After porting my main number to ***** I was told by a Mint representative that my account had been completely closed and they are unable to continue my existing service with a new number. I'm an engineer. I know there is no technical basis for their "inability" to assign me a new number and keep my account active. This is purely a money-making policy move and it will not stand.I do not want a refund. I understand that would not make sense with a pre-paid service. What I want is to use the remainder of the ************ with a new number.

  Business Response

  Date: 02/09/2023

  Hello,
  In regards to this concern, once a customer ports out their number, the account that was tied to
  that number is closed. We do no transfer funds to other accounts.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/13/2023

  
  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:10/29/2022

  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 had a family plan. I had automatic renewal set up for both myself on the family plan. It was set up and confirmed set up on the Mint website.On October 9, 2022 the family member's yearly plan amount was charged to my credit card --which was the wrong credit card as it should have been charged to the family member's credit card that was already set up on the website to be charged on the renewal date. Then when other vendors who are also charging my credit card on a automatic monthly basis alert me that the charges were denied, I then realize that the annual payment that was erroneously charged maxxed me out. I called MINT on October 18 and try to speak to a supervisor which I was denied. The rep on the phone tells me basically it is my fault for not requesting a refund within 7 days, and also it is my fault for not knowing that since I am the primary on the family plan that the credit card that I use to renew my plan would be used for the family member as well. I explain that I don't check my credit card daily and didnt realize the charge-- as well as there is NOTHING of what she described on the website anywhere at all, and the website allowed her plan to have a separate card entered!! So she assures me that she will process a refund right away and also charges the correct card for the family member plan. So now at this point there has **** a double pay as I have to wait for this "expedited" refund. October 29 I call, and after considerable time and argument I am transferred to a supervisor. I explain NOTHING has changed, and I still cant get (medical) preauthorized charges to go thru as my limit was reached. The "supervisor" ***** just gives me the same placating answer of requesting a refund, and couldnt answer why she would have to request one if supposedly one had already been requested. She then hangs up on me after putting me on hold. So I simply want my money back and now damages because of the extra issues with other vendors. This is ridiculous!!!!

  Business Response

  Date: 02/09/2023

  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: 02/09/2023

  This must be some type of canned response. Actually, I hope it is as it shows a complete misunderstanding of the complaint. 

  There was no "seven day period" for a refund as it was a charged to my credit card IN ERROR which Mint AGREED was an error. The issue was their processing of the refund to correct the error... I have been in contact with the company, and have made  progress on this matter.

  This response is very disappointing as it actually makes no sense, nor at all reflects what is/has been done. 

  Business Response

  Date: 02/16/2023

  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 matter. 
  

  Thank you, 
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/27/2022

  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 had signed up for Mint in July for a 3 month promo. I had decided to set up auto renewal to continue to get the promo price when my ********************************************************************************************************************************* being dropped and the necessity to connect to 3rd party WiFi (not secure) to get any service. I recieved call from them on 10/12 about the upcomming renewal and began trying to contact them to cancel the auto renewal. I tried to cancel on-line but I constantly got error messages (I took a screenshot of the message) and when I tried calling, would either get voicemail, the call wouldn't connect or I'd sit on hold forever and the call would disconnect. I finally got through to someone on 10/27 but because I was unable to successfully cancel prior to the auto-renewal due to their myriad technical issues and lack of staffing, they said I had no recourse and while they were happy to cancel the service, they would not issue a refund. While I would understand if they wanted to charge a full month at the non-discounted rate, this was a problem that was due to technical issues with their sight and the inability to reach a rep. I feel that under the circumstances they need to refund the balance of the charge and release me from the contract.

  Business Response

  Date: 11/10/2022

  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:10/27/2022

  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.

  On October 7, I ordered 3 phones and service from Mint mobile. I got a shipping notification later that same day, then got another notification that shipping had been cancelled. On the 11th, with shipping still showing as cancelled, I requested a refund from the company. I was told that she also saw that shipment was cancelled and that I would hear from the refund department and it should be processed within 7 days . Later on the 11th, I received an email from their refund department and responded. Since then, I've had no response and no refund. I want my money back at this point-- I spent a total of $846.66 for 3 phones and a year of service-- neither of which I received nor do I want at this point.

  Business Response

  Date: 11/10/2022

  Hello,

  
  In regards to this concern, if the customer could provide us with their ****************** order number, we would be able to further investigate this matter
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:10/26/2022

  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.

  Mint mobile tried, in my opinion, to delete my phone number, **********. And I can't make a new password. They said they can't reset the password and I need my phone number. I paid a year's worth of service and I expect to have my phone number stay the same.

  Business Response

  Date: 11/09/2022

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter.  
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 11/09/2022

  I need a mint mobile phone delivered to my PO box or another address. I can't find a compatible phone

  Business Response

  Date: 11/16/2022

  Hello,
  
  In regards to this concern, the customer's account has been reactivated. To purchase a device from ******************, please see the following link: https://phones.mintmobile.com/phones.html        
  
  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:10/26/2022

  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.

  In late April, 2022 I switched to Mint Mobile and started with a 3 month plan which took me to July 2022. On July 22, 2022 I ordered a 12 month plan on my Discover card which totaled $201.48. In the meantime, they cut my phone service so I had to buy a 3 month plan over the phone which took me to October 22, 2022. In the meantime, the ***** arrived with my 12 plan. Since I had already paid for the 3 months, I didn't open the ***** until October 22, 2022 thinking I could then use the 12 month for the renewal due on 10/22/22. I found out that what they had sent me in the ***** was a 12 month plan for NEW service with a new sim card. I called and talked to ******************* in **************** who told me to go to website and file for refund since I couldn't use the sim card being I already had ************* In the meantime, my service was about to expire so I had to buy another ******************************** the amount of $201.48. I was informed that I could not get a refund for the plan I had bought in July since the time in which to make a return had passed. I am on a limited income and don't have money to burn. I need the refund as the sim card has not been used, etc. Please help! Thanks!

  Business Response

  Date: 11/09/2022

  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: 11/10/2022

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

  This resolution is ONLY satisfactory if I receive the refund.
  
   

  
  

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising 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.

  Activated a plan via esim and the mint mobile app on 10/25/22. I was referred by someone who sent me an email that said you could use their referral link, or you could enter their phone number at check out (giving the referrer $90 credit and myself $15). Since I was using the app, I intended to put in their phone number, but was never prompted to do so. Within twenty minutes of signing up I reached out to customer service. A call with *** in customer service said there is nothing they can do, the same from ******* via chat. I see online that others have had previous similar experiences. This is a deceptive business practice and myself and my referrer are being defrauded. I am extremely disappointed with their lack of empathy, proper explanation, or alternative solutions.

  Business Response

  Date: 11/09/2022

  Hello,

   

  In regards to this. concern, since the customer did not properly refer their refund to Mint Mobile, we are unable to provide the refer a friend credit to the customer's account. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:10/24/2022

  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.

  Mint Mobile advertises that the more you purchase, bulk buying, the cheaper your monthly wireless phone bill will be. For example, for the $30/month, you will have to pay the entire year in full, which totals $360. For the $40 plan, you pay for 6 months in advance, and so on. I purchased the $30/month plan in February 2022. Mint's competitor advertised that they have the same plan $30/month, no advance purchase required. So I switched my services to the competitor in September 2022, in which I would have a credit with Mint. I called Mint mobile on 10/10/2022 and advised them I have switched my service and requesting a refund for the remaining balance. The representative advised me Mint does not provide full refunds. I then advised, I'm not asking for a full refund, just the remaining credits I didn't use. I then spoke with a supervisor, and after several minutes of us going back and forth, he put in a "refund" request but stated it is not guaranteed because of the "full refund" policy. To this date I have not received any funds.PLEASE HELP!!!!!!