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:04/18/2024

  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.

  While I am at dinner on 4/18/24, I get a text from Mint that I have successfully added some "Allstate phone protection plan." What??? I had never heard or seen such a thing? I also received an email from Squaretrade with Allstate logos thanking me for my purchase. This email came at 5:15 when I was at a restaurant eating dinner! I did not order anything and did not even know of such a plan. After immediately calling Mint and spending almost an hour on the phone with someone from a foreign call center, I am told that if Mint approves a refund, it will take 7-10 days? IF THEY APPROVE? I did not order this and $85 was taken from my bank account without my knowledge or authorization! What a scam. I would like this investigated and I would like to know who signed me up for this and the details, because if someone I know did this, I want to file criminal charges. If Mint did this without my consent, I will file a complaint with the state. I also want my bank account refunded ASAP.

  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.  For any inconvenience, we have also added a one time courtesy credit to the customer's ****************** wallet.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/24/2024

  I would like to know the ** address and the date and time this order was made in my name.  

  Business Response

  Date: 05/01/2024

  Hello,
  In regards to this concern, we were only able to see that the purchase was completed through login as a customer.  For any inconvenience, we have also provided a one time courtesy credit to the account. 
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 05/03/2024

   This is a lie, this was not done as a long in from my account.  I was having dinner when the bogus charge went through and immediately called to complain.
  
  I didn't even know such a thing as an Allstate Protection Plan existed.
  
  It better not happen again. 

• Initial Complaint

  Date:04/17/2024

  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 Mint Mobile and signed up for the whole year. I then discovered we did not have service in a lot of areas. I called the technical support hotline multiple times and they were not able to help at all. Mint mobile would not give me a refund despite not having service. The payment information is listed below: Jan 11COMPLETED - Automatic Payment -$202.49 You reported a problem with this transaction. See the status of your case in the Resolution Center.Paid with **** of America Customized Cash ****************** Credit Card x-5536)You'll see "PAYPAL *MINT MOBILE" on your card statement.$202.49 Manage Mint Mobile payments Transaction ID ***************** Seller info Mint Mobile ************ Purchase details Purchase amount $202.49 Total $202.49 I would like a refund for myr money since we had to switch to visible in mid april 2024 due to lack of adequate service by Mint Mobile.

  Business Response

  Date: 04/18/2024

  Hello,
  In regards to this concern, we have confirmed that this is a duplicate case and we are already processing the refund based on the previous BBB case submitted.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/17/2024

  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 decided to switch mobile phone companies from T-Mobile to Mint because they offered what appeared to be a good deal, and didn't require my getting new phones, saying my existing phones would work fine, even though they were designed for and sold by T-Mobile. Turned out that Mint Mobile's SIM card wouldn't work in ***-Mobile phone nor would T-Mobile phones work on Mint's network. In the meantime I had my phone number switched from T-Mobile to Mint. When I found out that my phones couldn't work with Mint Mobile I canceled the account and asked to get my number transferred back to T-Mobile, at which point Mint started stalling and making excuses. When I attempted to get a "supervisor" to fix the situation she started the same stalling routine, giving me excuses until she finally hung up on me. When I attempted to get help from that point on I just got routed to an automated loop that wouldn't let me connect to a human agent or get to any place useful to my needs in their convoluted website. They owe me over $50.00 in charges for a 3 month service I didn't get and so far I still can't get my phone number released from them to use with T-Mobile. Also, when I told them that I'd be filing a complaint against them with the BBB they just laughed at me and said to go ahead, they didn't care.

  Business Response

  Date: 04/23/2024

  Hello,
  We have resolved this concern with the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 04/23/2024

  
  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:04/16/2024

  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.

  On 4/16/24 I contacted Mint Mobile to transfer my phone service - a recommendation from a friend who's used them for a couple of years and had good experience. I contacted them around 9:30A. It is now 6:30P and I have had NO phone service all day. The last step of their activation with a SIM card did not work. They were unable to get it to work or to provide a resolution. They passed me from person to **** to person. Endlessly. I repeated was asked to state my name, email, phone number, etc. ALL DAY LONG. They dropped my calls. Continuously. Because I had no phone service, I had to repeatedly call them. After 9 hours of trying to get service from them - I went back to my original carrier. I am now on a more expensive plan - mine is no longer available and I have just been told by ******* that MM REFUSED TO release my phone number of 30+ years until sometime tomorrow. How are they allowed to do that??? I've been unable to conduct any business all day and now it looks like tomorrow is a wash. They were utterly incompetent, and now they're preventing me from restoring my phone activation - why?? If this isn't against the law, it should be. ******* said they sometimes do that, but generally relent when contacted directly by them. For reasons unknown they are refusing to this time. They have no idea the impact they've had on my life by taking away my phone for an entire day. Companies should be held to standards or the gov't entity that regulates them should be able to take action to prevent them from engaging in practices that hurt people. Absolutely the worst customer service i've ever had in my life - and that's saying something.

  Business Response

  Date: 04/23/2024

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/16/2024

  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 March 15th, prior to travelling to ******, my wife and I each purchased the Minternational Pass to have data service available when we reached our destination. I checked beforehand to confirm Mint advertised available service at our destination country. Previously, in 2023, I tried use Mint's international offering when I traveled and it did not work and caused a lot of distress. Since that experience, Mint has rolled out their "new" Minternational Pass promising an improved product. I trusted it and we planned to use it. Upon arrival, following instructions for setup failed to result in any service whatsoever. Having experienced this situation in 2023, I decided not to spend hours trying to work it out with Mint's offshore customer service as the last experience resulted in much wasted vacation time and no help from Mint. Instead, my wife and I purchased Esim cards for internet access while in ******. Upon returning home I called Mint to demand they refund the $40 we spent on the Minternational Pass between our two phones, because it never worked. After spending an hour fighting with their customer service people who argued that they have no control over refunds, and the data showed we used ****** gb, so they couldn't refund, and there's no supervisors around to approve, and so on and so on. After an hour, finally a "supervisor" agreed to submit a request for our refund. Shockingly, 2 days later I received a text that it was approved. However, the refund I received was $5, not the $20 I spent for a service that didn't work AT ALL. They lied to me and told me my refund was approved and then proceeded to give me a 25% refund.The Minternational Pass appears to be a total fraud scheme and 2 years in a row when travelling, I got no use after paying money for a specific service. Both times I had to purchase an Esim abroad. On top of it, ****'s customer service is abysmal and it seems like they are trained to give you the run around and provide no help.

  Business Response

  Date: 04/23/2024

  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

  Customer Answer

  Date: 04/24/2024

  
  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:04/15/2024

  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.

  Bought a cell phone for $400, and $180 for one year payment and paid $580 in full.Did inquire about Affirm installment payment but decided against it. A few days later I received 2 phones. I activated one and requested a return label. I received the label, and return the phone to Mint at ******* address. I have a tracking # from **** showing received by Mint. Here's tracking #:94001361054428890607959. I have provided Mint with tracking # no less than 5 times in the last 4months. They continued to charge my account. I have requested the serial # of the phone to track who's using it, but so far Mint refused to provide me with info.

  Business Response

  Date: 04/22/2024

  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:04/15/2024

  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.

  On August 1 2023 I purchased 3 months of service from mint mobile for $53.87. My account was debited twice for a total of ****** missing. After literally hours on the phone and online over the course of EIGHT MONTHS of being lied to and gaslit ("there was only one transaction" "it's just listed twice" "that was for another account you have" "have you tried turbing the phone on and off?" these people are sadistic thieves), I've decided to explore other legal means of recovering my stolen funds.

  Business Response

  Date: 04/16/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. The customer had placed two separate orders.  The customer also received both orders.  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:04/15/2024

  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 paid for a year of mint mobile but on month 3 the reception got really spotty, and before when data ran out pages/apps would still load but this last month it wouldn't no matter how many times I would beg and plead and keep retrying. it became impossible to do doordash/lyft etc with it. I asked them to fix it and they didn't do anything so transferred to visible wireless for the unlimited data near the same price. I only used 1/4th of what I paid for and now can't log into the account to make changes because says no account after my phone number got ported what I need refunded asap: 01/13/2024Expand transaction for Transaction date: 01/13/2024PAYPAL *MINT MOBILE ************ CAType Purchases $202.49

  Business Response

  Date: 04/19/2024

  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:04/14/2024

  Type:Delivery 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.

  Order Number: MT3991052 After being a loyal Mint Mobile customer for years, I decided to take advantage of a promotion offering a new phone and a 12 month/Unlimited plan for $180, not including tax. However, when I tried to activate the plan, I was unable to do so due to Mint Mobile not allowing transfers between Mint Mobile phone numbers. Despite being listed as an option on the dropdown menu, I was left unable to activate the plan. I reached out to Mint Mobile for a refund or alternative solution but was told that I was not eligible for a refund and received no response regarding applying the $180 to another plan. As a financially struggling college student, I had hoped to secure a year of cell service with this purchase and feel that I was misled by Mint Mobile's advertising. My attempts to seek further assistance through customer service have been met with silence, leaving me frustrated and feeling deceived. As a resolution, I would like to get a refund for the amount I paid and the sales tax on the plan.

  Business Response

  Date: 04/19/2024

  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:04/12/2024

  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.

  8/17/2023 I transferred service to Mint Mobile which suffered an error during the port over of numbers on their end. This led to me having approximately 50 interactions with them spanning around 7 months including hundreds of hours, and during that, I had no reliable phone service. My wife on the other had reasonable service while using the same make and model phone. I received nothing but false promises, THE ABSOLUTE WORST SERVICE, outright lies going as far as employees admitting what I was sent in writing was a lie (without any acceptance of guilt), the biggest headache, and a complete lack of responsibility.I turned over proof of all of this including statements from 3rd parties such as ******* and Geek Squad and they refused to acknowledge or change the approach to fixing my phone. I provided so many screenshots (SIMILAR TO ATTACHED) and they even 7 months later couldn't communicate the issue from one rep to the next and never assigned a single POC or anything. They sent it to the back office many times and I still don't know if I have ever spoken to them (partially because they interchange names like legos). They presented excuses like my phone was locked and continued to do so even after several forms of proof were proven and much much more!They promised-To investigate Dozens of callbacks They figured out how to fix my phone after the damage To fix my phone after the damage To replace my phone after the damage They offered a refund after they came out and admitted they were all LIES and more Tuesday 4/9/24 After I paid to get a new phone and got a new sim card the service was restored. Furthermore, they confirmed and sent me a text stating my refund was already processed ($270) under special circumstances and that I wouldn't be contacted again. 4/11/24 They suspended my service despite never telling me, refunded $22.33, refused to turn it back on. They admitted I was lied to even in that call/Text NO CALL BACK TONIGHT DESPITE BEING PROMISED!

  Business Response

  Date: 04/18/2024

  Hello,
  In regards to this concern, we have provided a one-time courtesy credit to the customer's Mint account.  Please note that this courtesy credit is non-refundable and non-transferable.
  Thank you,
  Mint Mobile