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:10/22/2022

  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.

  Paid for a year of data. Previously had 4 gigs with them. Upgraded to 10gigs. Had it for a month or two. Then it came time to recharge my 10 gigs (Oct 20th) and don't know if they did - they never said. I did not look. (never use that much anyway so why look) Two days after the supposed recharge on the 20th I should have had 10 gigs recharged, but they say I have only 1.6 gigs. Their "system" says I have only 1.6 gigs. I used next to nothing for that past week and certainly not for those past two days.. I'm not even much of a phone person. They said I used 8.4 gigs in two days! Impossible. At most maybe 0.4 gigs. Then they tried to upsell me to unlimited!! They won't give me my money back for the remaining months of data and won't replace their lost data for the month! They are scammers. They delete people's paid data and then try to upsell them. Customer service has no phone number and just repeats itself, blaming me for "my problem."I've never used 9 gigs over an entire mont in my life and my history proves that. Yet, their solution was to upsell me!

  Business Response

  Date: 11/05/2022

  Hello,

   

  In regards to this concern, the customer's data as been reset and a $20 credit has been added to the customer's account. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/22/2022

  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 paid $201.32 on August 20, 2022 for a full year of unlimited talk/text, plus 4 gb a month of mobile online data. I have zero internet connectivity. Specifically, NO SERVICE. Unacceptable.According to many people that call me, calls are consistently dropped or go to a non functioning voicemail. Although I rarely power off my device, I am asked all of the time if my phone was turned off. My messaging barely works, if at all, and rarely even sends anything but text, which even then, often will not work. This is affecting my ability to perform my employment duties. This needs to be fixed, or made right by MINT mobile by providing a full refund.Its not like I asked for this problem or want it to be happening. I wouldnt be logging daily complaints unless there were a true issue. I would not have payed for service with MINT if I thought this would be happening. I would have spent the money on a more reliable carrier, even if it cost me extra. Now I am short of honestly earned money which could have been used for a service that functions.The marketing is misleading, and the company seems to have no interest in any American based operations to help solve the bigger problem.Ive taken days(literally over 40 hours) between being put on hold by a call center or taking excruciating amounts of time with chat centers. Ive been told by "customer care", according to their system, my device ANNND service are ,"working properly".Its really unfortunate MINT/Ultra are so unwilling to stand by a product with a customer first approach. This profit before people experience ive received is nothing short of inexcusable. Even worse, the executives and owners of these companies who make 10s/100s of millions of dollars seem to be content with this path as it is. Claiming reliability when its simply not there.Truly sad.All I want is a refund, but they have every response scripted out to shut down honest individuals from being treated like a human who has put trust in a company.

  Business Response

  Date: 11/05/2022

  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:10/22/2022

  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 am getting divorced. I removed my soon to be ex wife from the family account. When the yearly renewal was due she had not removed my credit card information from her account and they still charged my account for her yearly plan. I contacted Mint Mobile and her. She contact Mint mobile and paid them the same amount ****** a second time. They said they would refund that amount back to my credit card but it would take 7 to 10 business days. I waited and never received that amount back. I have contacted them over and over again 8 or more times and each time they would say we are processing it and it will take 7 to 10 business days. This has gone on for months and I got a text this morning now saying they cannot refund me because it is now outside of their refund window.

  Business Response

  Date: 11/05/2022

  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:10/22/2022

  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.

  At the end of August 2022, I was switching to Mint Mobile for two lines at $45 for 3 months I paid them $102.78. I installed one sim card and after a few days realize it was not going to work as it didn't pick up service where I needed it to be.I called mint mobile customer service for 55 and older, it's specialized that came with the deal, and told him the problem and that I would like a refund.. They emailed me twice and said my bank declined the refund. When I called them on that they had my credit/debit card number. But that card had been compromised and canceled. I tried to give them my new card number and they will not take it, they said they can only refund to the original card number. They told me to go to the bank and tell them to open that card number, so they could refund my money of $102.78. I did go to the bank and ask them if there is any way to let this refund come through on the old card number which was compromised and destroyed. The banker told them as well as me there is no way they can do that and to send a refund to the new card number. I have called them several times on this matter spoke to supervisors and they refuse to send my refund because my card has changed and they will not accept another card number. I asked them to send a check they don't have any I asked them to wire the money to my bank they can't do that. They will not refund my money because their policy said they can only refund to the same card. I explained to them my card was compromised and has been closed and replaced, but they insisted that is the only card they will accept.I have never in my entire life heard of such a thing I would not recommend mint mobile to anyone this is horrible I am entitled for my refund and it should be allowable to give them my new card number as it goes to the same bank it replaced the old card.They told me "Sorry then we cannot give you your refund". My resolution is I want my refund. Please help me on this problem Thank you *********************

  Business Response

  Date: 11/05/2022

  Hello,

   

  In regards to this concern, the customers bank is declining this refund request, the customer will need to reach out to their bank in this matter to resolve this concern. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 11/06/2022

  My Bank declined the refund as that card is no longer in circulation. They will not accept my new card. That card has been compromised and destroyed. I offered them several ways including my new card number and they will not accept that. I have asked my bank what to do in this matter and they will not in no way open a card that has been compromised for any reason they need to refund on the new card that has been issued to me.

  Business Response

  Date: 02/10/2023

  Hello,
  
  In regards to this concern, the customer will need to return to their bank to receive a refund, due
  to the fact the customers bank is currently denying our refund request.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/22/2022

  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.

  I purchased 2 plans for 3 months of service from Mint Mobile on 10/4 and activated them on 10/9. Both phones experienced dropped service throughout the next several days and no service at my residence. The phones had to be restarted in each case to find a signal again. Their coverage map shows that my residence should be receiving 4G service. Going off the map and the phone issues, I assumed the issue was with the installation I was trying to figure out the issues for a few days. Two separate agents from Mint Mobile I have talked to since confirmed that my area does not provide service. I am now outside of their full refund window and they refuse to process any claim for a partial refund. There is no language in their terms that claims that they won't do a partial refund but they keep referring back to not giving a full refund. I feel like they are falsely advertising their service claims and are purposely avoiding any discussion on the type of refund because I'm not due a full refund.

  Business Response

  Date: 11/05/2022

  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 
  

  
  

• Initial Complaint

  Date:10/21/2022

  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 attempted to resolve my issue over the phone without success. I have spent over an hour on the phone, on hold, etc, with no results.On Friday, Oct. 14th at 3:40 Pacific Time, I called Mint Mobile interested in beginning a new service. The representative was excruciatingly difficult to understand (heavy accent and TONS of background noise) I believe we had some communication issues and she clearly made some errors. I explained to her that I was a current ******* customer interested in switching to ****************** on the $15/mo introductory offer. I also mentioned to her that I had had a trial period with Mint Mobile, but that had ended, and now I wanted to start fresh transferring my ******* number. There was such a lack of clarity in what she was saying, I was reluctant to give her my credit card. She instructed me to login to Mint Mobile's website, and there I could switch my ******* number over to MM. She said if there were any problems I could cancel within 7 days of purchase. So I agreed, and unfortunately gave her my credit card info. The next morning I went to MM website and attempted to switch over my number. The "bot" representative told me that was not possible as transferring a number needed to have been completed at the time of set-up. Then I said I would like a refund, and was told that was not possible as I was outside the refund period. Apparently this was based on the date of the trial and NOT the date I had made the purchase 12 hours earlier.At the moment I have been charged $47.07 for absolutely nothing. I have no interest in having a new phone number, I have not used it, nor ever will. A refund claim has already been denied by Mint Mobile as they continue to say it was past the refund period. I would like my $47.07 refunded. If there is any confusion about the issue, please listen to the recorded conversation on Friday, Oct. 14th at 3:40 Pacific Time, from phone **************, and that should make this clear

  Business Response

  Date: 11/04/2022

  Hello,

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

  Thank you, 
  Mint Mobile 

  
  

• Initial Complaint

  Date:10/21/2022

  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 signed up on October 7, 2022 for a new phone with 6 months free service for around $290. I received the phone and tried to activate it on October 19, 2022. I couldn't activate it because the service that I signed up for required a phone number of mine to be transferred from another carrier. I didn't have another phone number to transfer-I had been wanting to get a new phone number with a new phone. I called Mint Mobile and I was told that I needed to request a refund for the service that I could not get-which as $90 plus tax and I needed to do it online. I did it online and received an email the next day saying that I could not get a refund because I was outside the 7 day window. First of all the phone was NEVER activated because I could NOT activate it due to the service needing a phone number transferred from another carrier and I didn't have that. Also this is 2 DAYS LATER!! well within the 7 days time frame. I also called Mint Mobile on the 20th-the NEXT Day about the email and I was given another reference number. When I called on the 21st of October 2022, no one at customer service could find that reference number. Mint Mobile is ripe for a class action law suit and I still do not have my money back! The customer service is terrible, they do not help, and seem to be trained to keep you waiting so the 7 days go by and Mint Mobile does not have to refund your money. Illegal tactics.

  Business Response

  Date: 11/04/2022

  Hello,

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

  Thank you, 
  Mint Mobile 

  
  

• Initial Complaint

  Date:10/21/2022

  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.

  Date: 2022-09-12 20:17:06 Form Title: Request your refund here Order Number: ******** What would you like to return? service-plan Reason for Return: Coverage or service quality issue Activation/Sim Issue:Coverage / Service Quality Issue:Delivery Issue:Pricing/Plan Issue:Esim Issue Description:ICCID:Is the Sim Active?Preferred Method of Refund:Paypal Address (If any):Mailing Address:How Can We Improve Our Service? I have physical disabilities and require that I have all time working service. I cannot use a service where I cannot connect calls Purchase Location: MintMobile.com No Longer Needed Description:How did you hear about Mint Mobile? TV commercial Date: 2022-09-12 20:17:06 Form Title: Request your refund here Order Number: ******** What would you like to return? service-plan Reason for Return: Coverage or service quality issue Activation/Sim Issue:Coverage / Service Quality Issue:Delivery Issue:Pricing/Plan Issue:Esim Issue Description:ICCID:Is the Sim Active?Preferred Method of Refund:Paypal Address (If any):Mailing Address:How Can We Improve Our Service? I have physical disabilities and require that I have all time working service. I cannot use a service where I cannot conect calls Purchase Location: MintMobile.com No Longer Needed Description:How did you hear about Mint Mobile? TV commercial I bought a phone plan from Mint Mobile, in which I paid 1 year in advance for the service. I needed to cancel because I could not use service I needed. They rejected my request saying that I had to request refund early

  Business Response

  Date: 11/03/2022

  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:10/21/2022

  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 09/08/2022 I ordered a 3-mo. 4GB Plan *** Kit (Order No MT2120268) from Mint Mobile and paid $45 plus tax. The *** was received on 9/10 or 11. Entering the activation code led to -- "Oops, something is wrong." "Call ************". I was advised by a **************** Rep that they would activate my account on "their end" but I would have to wait for my existing phone number to be ported to Mint before I could get service. Porting was completed on 9/19. Repeated attempts by me and Mint Reps to connect to the network were still unsuccessful. On 9/20 a Rep ordered a replacement *** for my phone; it was received on 9/22. (Order MTR33954689, No Charge). Between 9/22-25 there were three unsuccessful attempts by Mint Reps to get phone service for me by resetting the network connection and/or changing the local service tower. Each time this was done I was instructed to "turn off the phone and wait 20 minutes before turning it back on and then it should work." It didn't, and of course, after 20 minutes it was no longer possible to contact the same Rep who provided the help. On 9/27, after rejecting Mint's offer of yet another *** card, and discounting the excuse that the **Mobile network might be down, I filed a refund request on the Mint website. On 9/29 I received the following message from ***************************, Resolution Team Specialist -- "We're sorry to hear that you were not able to use the service as you expected. Upon further review, we find that we are unable to process a refund since the services are outside of the [7-day] return policy time frame." Therefore, your request has been denied". Later that day (9/29) I responded to **** explaining the chronology of my experience with Mint and requested reconsideration of my refund. "Under these circumstances I believe that I am due a refund. It is not reasonable to begin my 7-day trial before anyone could make my phone operational." I have received no response from Mint Mobile.

  Business Response

  Date: 11/03/2022

  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: 11/09/2022

  Dear Sir/Madam,

  The subject complaint has not been resolved, nor has it been addressed by Mint Mobile.  My cellular phone service was never active.  Neither I nor MM tech reps could make it operational despite multiple attempts over 19 days to do so.  It is ludicrous for MM to claim that I failed to cancel my account before expiration of my 7-day trial period.  I never had a trial period.

  Business Response

  Date: 11/15/2022

  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 
  

  
  

• Initial Complaint

  Date:10/20/2022

  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.

  I ordered two E SIM cards on 09/21/22 from mint mobile, after including my Imei number for both mine and my husbands phone- I was assured they would work. The transfer failed multiple times and took over 2 weeks for one successful line transfer. I started to receive texts meant for my husbands phone and had no service myself. After weeks of false promises, countless phone calls, we were both left without a service that we had prepaid for. I requested a refund, as I had to pay to reinstate my old service. We ended up loosing our numbers and have still not received the refund I was promised over 3 weeks ago. I am concerned, as I am unable to log into their app (because my line was never successfully transferred) that I may be billed reoccurring payments and not be able to do anything about it. After reading many reviews it seems Im not alone in my experience and would like to save others the effort and money. I requested my

  Business Response

  Date: 11/03/2022

  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: 11/05/2022

  This is beyond frustrating, 

  I tried for these 7 days to set up mine and my husbands phones with the **** that had assured us would work (after inputting our IEMI numbers. I was also told on 3 separate phone calls that I would be receiving a refund. Does that mean that all these customer service reps were also unaware of this policy, or think that I was not due a refund? 
  

  I am worried that I will have to cancel my bank card because, like I said previously, I also set up auto pay but am unable to get into my online account to cancel this feature. do they have a solution for this? I have called soooo many times and everytime Im given false promises.
  

  both my husband and I lost our phone numbers of 15 years and we had to pay even more money to reset up our service with our previous carrier. I am at least due a refund if not compensation for this ridiculous excuse of a company. 
  

  Business Response

  Date: 02/10/2023

  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