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:10/04/2022

  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 ordered and was sent SIM cards to start mint mobile. One was a trial for 7 days card and the other 2 were regular SIM cards that I prepaid 3 months on both. I also used the trial SIM card and activated and prepaid 3 months on it. I was charged $60 plus tax. My credit card statement reflects it as $64.40 on 09/22/2022 After using the service for one day we realized that the coverage for our area wasnt good. Calls were being dropped and we didnt have service. We canceled the next day. Mint mobile has a 7 day refund policy. I filled out the online refund form and received an email back asking for more information on 09/24/2022 (attached). I replied the same day with requested information. I did not hear back so then I called and spoke with someone in customer service who said I would receive a refund for both the 2 SIM cards that I ordered and the trial one that I activated. I did receive a refund for the 2 SIM cards for $135.75. I did not get the refund for the 3rd line for $64.40. I wrote into customer service on 09/27/2022 10/**/2022 but did not get a response (attached). I then called customer service and spoke with someone about the issue of not receiving the full refund on 10/03/2022. She said that I was out of my timeframe to request the refund. I told her that I did request the refund in time both online and by phone. She said there was nothing she could do that the system wouldnt let her process the refund since it was out of the time frame to do so. I then talked to a supervisor and he said he wasnt able to process the refund either and the best thing to suggest to me would be to dispute it with my bank. I dont want to dispute it with my bank I think the company should refund me as their policy states and as I did everything that was supposed to be done in the timeframe allowed.

  Business Response

  Date: 10/13/2022

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/14/2022

  ************ I believe is the number for the refund in dispute. If you need the other 2 numbers that were on the account I can provide. Thank you. 

  Business Response

  Date: 10/20/2022

  Hello,

   

  In regards to this concern, we will work to get a refund processed in this matter, please allow up to 10 business days for final resolution to be provided in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:10/03/2022

  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 renewed my plan on 10/2 for a year of service and even had saved my credit card on file. I called the representative on 10/3 because my phone wasn't working due to being canceled since the plan wasn't renewed. I told him that's not correct and that I renewed my plan on 10/2. The representative said he can renew the plan and would be charging an extra $20 to renew the plan on top of the other charges. I said I should not be paying an extra $20 since I renewed the plan on 10/2 and it's not my fault their system didn't process the payment/request. He said there isn't anything he can do about removing the $20 charge. I then asked if he could add extra data and he said he couldn't. I would like to be reimbursed the $20 or give credit for future use. Also the website doesn't have customer service surveys/feedback where customer can address their concerns. That isn't right. Other customers should be able to see the reviews and issues others are having or had so they can make informed decisions on whether Mint mobile is worth it or not.

  Business Response

  Date: 10/13/2022

  Hello,

   

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

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 10/17/2022

  
  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:10/03/2022

  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.

  Was with Mint Mobile as my cell phone carrier for over 3 years. About 6 Months ago I started having problems. First I could not access data and after many calls to tech support this was fixed. Next the phone kept getting dropped off the network and I would have to restart it each time. Again after multiple calls to tech support this was resolved. Not too long after this I noticed was not getting calls and people would tell me their calls would go directly to voicemail. Not only that but I was having difficulty connecting on outgoing calls. After many many calls to tech support they could not fix the issue. They ended up sending me a new SIM Card which did not work and since they deactivated the old SIM Card, I had no service at all. They could not help me when I called tech support using another phone. So I was forced to switch to another cell phone carrier. I had just paid them a little over $82.00 on September 4th for the next 3 months of service. During that time I was having these problems.
  
  About September 16th I called them for a refund. After multiple calls to customer service they refused to give me even a prorated refund. Firmly believe I am entitled to a refund as it was their fault that I was without service and they could not fix the problem.
  
  Stewart Lowinger
  Phone #: 760-534-6564
  Mint Case ID #: SUPPORT M 537999
  

• Initial Complaint

  Date:10/03/2022

  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.

  Date of transaction: Sept 25th, 2022 Amount of money paid to the business: $403.06 (two payments of $201.53)Business committed to provide me one year of cellular and data service on two phones lines for an entire year.Nature of the dispute: business refusing to honor refund policy and provide me the refund in the amount of $403.06 (both transactions) as I've met the 7-day refund window Whether the business tried to resolve the problem: contacted ************* originally two days after these transactions to get a refund request in. Agent assured me this fit within the refund policy and I would be approved to get my money back. However, the claim was denied by refund department. I had a supervisor escalate it and it was denied again. I'm on the third attempt to get my money back.Order #: ********, phone lines: ************ and ************

  Business Response

  Date: 10/13/2022

  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 10 business days for the funds to be credited back to the customers account. 

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/13/2022

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