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:04/25/2024

  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 ordered services from Mint Mobile. I was charged for the services and a *** card was mailed to me. I removed the card from my envelope to take to work to activate. The date on the back of the card was 8/17/2026. When i went to activate the *** and start my services I was told that it had expired, I could not get a new one and that I would be able to get a refund. I actually want to do business with this company but the service was non-existent. The supervisor told me they would issue a refund and then I got an email the next day saying that I would not be given a refund. SO basically I wasted hours on the phone to be back in the same position. I just want a refund to buy a new *** or a new *** since I paid for the service and did not receive it.

  Business Response

  Date: 04/30/2024

  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: 05/08/2024

  The business contacted me and told me to pound sand. It was not resolved.
  
  They said on the customer service call they would fix it then they followed up with an email telling me they were not going to fix the problem. 

  Business Response

  Date: 05/14/2024

  Hello,
  In regards to this concern, on May 10th, we informed the customer via email that the refund had been processed and to allow 7-10 business days for the refund to reflect in their account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 05/17/2024

  
  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:04/25/2024

  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.

  One Sunday tried to connect to Mint Mobile and successfully ported numbers for 2 phones in to only find out phones are not transferable. No big deal, 7 day redund policy so I requested refund, explained situation and asked for our numbers released. And waited...now in excess of 7 hours into this between phone calls and online chat and Mint is still refusing to transfer my numbers back to Tracfone. I have been repeatedly lied to and transferred to only be hung up on. I need working cell for work. Trying to transfer ************ and ************. Mint account number ********* and two case numbers ********************* if they are even legit. Took 3 days to get that information and was again told at 10:00 last night Mint refuses to release two numbers so now they need to manually transfer back to Tracfone as the agents there have also been repeatedly lied to the transfer was in process. I really wish I'd read online reviews before trying this. Don't know that I have received refund either but will file another complaint if they hold that up.

  Business Response

  Date: 04/30/2024

  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:04/25/2024

  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 transferred my free access phone to mint mobile because I could not have both phone and home internet on the federal free access program so I thought mint mobile is only $15 that's affordable for me so I called got on the $15 a months trial for 3 months it worked good used my phone apps used ******* vidoe music ****** search ect.. like before no trouble so I got the contact of 12 months at $15 for $220 now it's been about 10 months and in March or so I started getting messages saying I have used up all my data so my phone would not work like before slow loading to every media site vidoes music my apps slow loading and loading searches slow never loading and this month in about 2 weeks I got message saying I used up all my data so I thought that can't be right I've been using my phone the same why all of a sudden I'm using up all my data when I call customer service my said oh I think you need to go to $50 a months plan from $15 to $50?? I said really why my phone was working good on the $15 a month plan when I first started with mint mobile so they said to try contacting ******* to ask them why my data is being used up really??? I think mint mobile does this on purpose slow up the mobile data to make people purchase higher monthly service plans

  Business Response

  Date: 04/30/2024

  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

• Initial Complaint

  Date:04/24/2024

  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.

  My Uncle paid $360 for 1 year unlimited cellular service commencing 11/15/23 from Mint Mobile He died 2/6/24 and I waited till 3/13/24 to disconnect service since it was my way of verifying his passwords etc. to settle his estate. On 3/14/24 they verified that the card on file was active and they had a copy of the death certificate. Mint Mobile disconnected service on 3/15/24.They stated that under the situation that a refund of $270 would be 7-10 days. 3/25/24 I contacted them to check status and they said "no worries" a refund will be 7-10 days. I explained I had to make 3 calls on the 13th, either to be transferred or to talk to a person who understands the English language.I called on the 3/19/24 and again on the 25th with the same 7-10 days expectation.I called again on the 4/4/24 to check status and they explained the refund was approved on 3/28/24 and to wait 7-10 days. I made 3 calls on the 4/12/24, again to be transferred, they finally told me that a refund had been done and to check with my bank and lastly to tell them that the bank only shows a verification that was done on 3/14/24 and lastly to tell them that the bank has no record of a pending deposit or activity since 3/14/24.I made 3 calls on 4/19/24,again stating that a refund was made and to contact the bank.I called again 4/23/24 I made 2 calls because the line was disconnected. This time I was told that the money was applied to an account that was closed back in Feburary and that they didn't have the money the bank has it.As of today I have no cellular phone that was paid for till 11/14/2024 due to disconnect "for refund" nor the money from the refund.

  Business Response

  Date: 04/25/2024

  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

• Initial Complaint

  Date:04/23/2024

  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.

  Since switching to Mint Mobile from ***** I have been shocked at how poor the functionality and framework of this company is. I have been thoroughly disappointed at the experience. For example, I will be traveling and am attempting to purchase their "MInternational Pass". Both the app and website are giving me issues saying it cannot process payment when I have used 3 separate credit cards (all of which work) because I used them to purchase hotels and airfare. I even called each card and they said there are no issues. It is clear that this is an issue on the side of Mint Mobile. I now have a flight this evening and no way to have cell access when I land at my location, I chose Mint Mobile because they claimed to have this international pass - they cannot even process a payment or add the pass. I see I am not the only one with issues with this company. Their online chat does not work whatsoever and it seems impossible to get a hold of anyone - it looks like they deceive people to sign up for their service and just leave you high and dry. I now deeply regret leaving ATT, to get international coverage with ATT is a simple phone call and addition to your plan. Mint Mobile is barely functioning as a carrier, no support, no help. I am urgently requesting if someone from this firm can reach out to me so this issue can be fixed. I will have to file a complaint with the *** as well, this is simply unacceptable.

  Business Response

  Date: 04/29/2024

  Hello,
  We were able to work with the customer to resolve this concern.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/22/2024

  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.

  Date of Transaction: April 21, 2024 Amounts Charged:Approximately $68 USD (attempted charge)Approximately $85 USD (attempted charge)$48.45 USD (successful charge)What the Business Committed to Provide: Prepayment for Mint Mobile services for the next three months on the 5GB plan.Nature of the Dispute: Despite initiating a transaction via PayPal for the prepayment of services, Mint Mobile failed to restore the suspended line or provide the promised services. Multiple unauthorized charges were attempted before the successful charge of $48.45 USD. Failed to issue an immediate refund.Did Business Try to Resolve the Problem: Mint Mobile customer support acknowledged the issue and initiated a refund process, providing a ticket ID ************. However, the refund timeframe provided (7-10 business days) is unsatisfactory. The case has been closed by PayPal, denying the refund.Account/Order/Tracking Number: Transaction ID: ***************** If the Issue Involves Advertising, When and Where the Ad Was Seen or Heard: The advertisement for the prepaid service was seen within the Mint Mobile app.As the owner of the PayPal account that was charged, I am filing this complaint against Mint Mobile for their failure to fulfill their commitment as per our transaction on April 21, 2024. Multiple unauthorized charges were attempted, with varying amounts, before the successful charge of $48.45 USD. Despite this, Mint Mobile has failed to provide the promised services or initiate a refund in a timely manner.Despite my efforts to resolve the issue directly with Mint Mobile customer support, they have acknowledged the issue but provided an unsatisfactory refund timeframe of 7-10 business days. Furthermore, ************************** has closed the case, stating that the transaction was authorized and couldn't be covered by PayPal Purchase Protection, leaving me almost assured that I won't get my money back.

  Business Response

  Date: 04/26/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/22/2024

  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 canceled my phone service with Mint Mobile but was charged $201.81 on 3/14/24 It was also charged to a person named *************************** not authorized to used the credit card and is in fact a minor.

  Business Response

  Date: 04/26/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/21/2024

  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.

  I signed up for a year of unlimited data and spent $400!! Since then I have not had incoming call service. Now I have no outgoing call service. I have been calling and using online chat customer service trying to resolve this issue since I switched back to Mint about a month ago. I have called multiple times and done all the trouble shooting with no resolution. I called again today and was told it was being escalated and someone would call me in 2 hours. That was at 1pmPDT today. I called back around 3:05 and was told it was "clearly stated"someone would call me by 5pm. No call. I called back at 530 and was told I'd get a call in an hour. That was 1.5 hors ago. Still no call. I've been waiting by the phone for 6 hours. I am furious at this point. I made a BBB complaint. I would like a refund if this is not resolved.

  Business Response

  Date: 04/26/2024

  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:04/19/2024

  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.

  On 4/4/24, I switched to Mint Mobile and it was NOT an easy experience. Multiple phone calls and contacts. I paid for 3 months, $45.00 plus taxes. Today, 4/19/24, I received an email stating 3 free months when you pay for 3 months. This offer turned out to be for new customers only. I have the service for 15 days! I attempted to explain to the representative my situation, but they stated there wasnt anything they could do. I would truly appreciate the extension of three months, especially considering the transition was NOT problem free and I was truly second guessing my choice to switch to Mint Mobile. Any help would be appreciated.

  Business Response

  Date: 04/25/2024

  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: 05/07/2024

  
  Better Business Bureau:
  

  
  I truly appreciate the input from BBB allowing me to resolve the situation. This would not have been resolved without your help. Again, thank you ever so much. There was not a link for me to reply. I just received your email yesterday, and was not able to reply until today.

  
   
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  In Feb of 2024, I bought a 7-day international data plan for $50 for an upcoming trip to *******. When I got to *******, I activated the plan and tried to use the data, but it did not work. I spent a half an hour on the phone with Mint technical support and they were not able to resolve the issue. I asked for my money back so they raised a support case and said they would get back to me. A few days later, *** got a text message that said they reviewed the case and they would not refund me claiming that I activated the plan and used data.

  Business Response

  Date: 04/24/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile