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:04/11/2024

  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.

  Mint Mobile does not provide service in our area. The service is unreliable, and even when it does work, it's particularly poor, especially indoors. We've tried using three different phones to resolve this issue. I am disabled and require a functioning phone to contact my spouse. I contacted tech support and spoke to *****. He mentioned that he could see how many times we attempted to transfer service to different phones, and as a courtesy, since our area is not covered by the service, a ************** refund number, SUPPORTM-******, would be created for a full refund, estimated within 5-7 days. However, despite waiting, we received no response from Mint via email, phone, etc. Upon calling back, we were informed that the refund was denied. I argued that they cannot keep that money when they do not provide service in my area. Subsequently, ***** created another ************** refund case, #CRT-127333, and transferred me to **** in the refund department. I was assured that this one would be approved for a full refund within 7-10 days. Last online chat for update on second case says it was still being processed. However, it has been over 30 days since we canceled the service, and I have not received the refund as promised multiple times on recorded calls. I should not have to provide this information and dispute the charge with my bank.

  Business Response

  Date: 04/12/2024

  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:04/11/2024

  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.

  Mint Mobile made an automatic withdrawal from my Amex account on 2/23/24 in the amount of $238.22. This amount was for my sons cell phone plan for 12 months. Fyi, his number was ************ and his name is *************************. His mailing address at the time was Summit Apartments at **************, ******************************* Flushing, ** *****. I was overseas at the time of the notice so as soon as I returned to the **, I contacted the **************** to cancel the plan since my son no longer needed it. Between my initial contact to seek a full refund until today, I have made 5 requests for my refund and was assured each time that my refund would be processed and returned to my original credit card within 1 week. As of this writing, 4/11/24, I have not received my refund. This is totally unacceptable and out of extreme frustration, I am submitting a formal complaint to BBB. Why is it so hard for Mint Mobile, now a subsidiary of T-Mobile, to issue a simple refund back to my credit card? They have given me multiple round around excuses like I did not answer my phone when they called. I explained to them that my kind of work does not allow me to pick up non-work calls during the business day. Therefore, I asked for them to simply leave me a message on my voicemail so that I can call them back when I get the first chance to do so. No messages have been left on my voicemail. Please help! I am so dissapointed in Mint Mobile!

  Business Response

  Date: 04/12/2024

  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:04/10/2024

  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.

  *************************** old #************. Wife *************************** #************. (we have new phones with new #. ****** had service with Mint Mobile (MM) and it was good so we decide to change mine to save money. I don't know technology so ****** did everything. We had my phone number ported over to MM. June-August 5, 2021. Called to get MM. MM does not pair with my phone. We purchased phone thru MM website. Called MM to get the number ported in to the new phone. Several phone calls for several hours. A cust service rep said the reason the number would not port was that it was a refurbished phone that had not been unlocked. WE did a RA and returned it to be unlocked. We received phone, called again to learn it still was locked. We told them to cancel account for ***** and ******. returned phone, 2 chargers, sim card. We enclosed a letter with the returned items and sent a letter separately to MM requesting refund. Again later we sent letter. Since this occurred I have had 3 heart surgeries and ****** has also been busy with caring for both parents thru emergencies so that is why we are again reaching out to resolve this. July 2022 there was an automatic deduction from my bank account for another year of service! We disputed it, but it was still charged. We tried to contact MM, but since the phone number was no longer valid we could not speak to anybody . July of 2023 another auto deduct. We are trying to get this stopped before July 2024. I cannot close my bank account as I get soc sec and 2 pension direct deposits. MM owes us for charges for my phone that I have not used at all as I was never able to port it to MM and returned it. ****** charged for phone that was returned with one year plan for ***** cancelled ************** for 2022 charge for ongoing services after requested to be closed ************** for 2023 charge for ongoing services after requested to be closed 8/2021. $649.10 total refund request AND account closed with no further withdrawals made in the future.

  Business Response

  Date: 04/17/2024

  Hello,
  In regards to this concern, we are still reviewing the case as the transactions occurred in 2021 and 2022.  After our review, we will 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:04/09/2024

  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 have been receiving absolutely terrible service from Mint Mobile. ironically almost IMMEDIATELY after the 7 day refund cancellation period is when this all began. I paid for 3 months of service and decided to move to a different carrier. Here is where the problem started. I called mint mobile and asked for 1 day tacked on to the end of my cycle so I could make a proper transfer of service. Mint mobiles customer care **** said "unfortunately that's not possible..." okay, then let me pay for 1 day prorated and we'll call it good. Again customer care said "not possible." Okay, then how about comping me 3 months of service renewal due to poor service and once I cancel in 1 day, mint isn't out of any money. "Not possible..." so here I am, with my phone number I have had for years being held hostage and unable to get it transferred to my new service provider unless I pay the 3 months of service that I won't be using. We are also being bait and switched with false advertising about "15 bucks a month..." until we renew and it's $40 bucks month. I was forced to drop my plan down to the lowest data rate possible and will have to pay $75 extra so I don't lose service before I transfer, mind you, not using hardly anything over 1 day out of the 3 months I'm being forced to pay. Absolutely unacceptable. I can't get service to switch from one tower to another when travelling, dropped calls left and right and half the time my texts won't be delivered. I want a FULL REFUND immediately. When speaking with the customer care representative named *** (employee number 4222, or so she said) she was absolutely useless with any help and told me she was the highest ranking boss to speak with, refused to give me her supervisors name, refused my request for a transcript of our conversation and the notes she was taking and ultimately called me greedy for asking for a refund. She needs to lose her job for lying. If this isn't resolved I'll take it to the next level.

  Business Response

  Date: 04/11/2024

  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:04/09/2024

  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.

  This business online called Mint Mobile continues to send emails and there is no way to stop this non-sense. You can delete the emails and they continue to come back all day long. I've even tried to set my filters to acknowledge the company and send the emails directly to the junk mail. It will not and continue to send emails even after deleting the previous one.

  Business Response

  Date: 04/10/2024

  Hello,
  In regards to this concern, we have confirmed that the emails are not direct emails but are ads that are part of the email provider's free service.  Mint Mobile does not control these ads.  The email service provider should indicate next to the email that these are a promotion or ad with a disclaimer.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/10/2024

   

     I think it is still the companies responsibility to have personnel whom receive this so called advertisement trash, should have the opportunity to stop or rather opt out of receiving such things.  You can not opt out or click a link to opt out.  When you delete these advertisement emails they do not even go into the trash file.  This is unacceptable and needs to resolved.  People do not want to keep receiving these emails back to back.  Once you delete the email, it comes right back within five to seven minutes.  This is ridiculous and so annoying.  Junk emails like this makes you want to deleted your account and make a new one. And that would have severe consequences,  for people who just want to use their emails without all the garbage that comes through it.  Starting a new one would force you to have to start all over again passing out information to all your contacts and such.  I think the business should have some type of responsibility of making sure this doesn't happen to the carriers customers.  

  Business Response

  Date: 04/11/2024

  Hello,
  In regards to this concern, the ad settings are managed by the email service providers ******************* etc.) and we do not provide them with email addresses.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/08/2024

  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 wanted to file a complaint against mint mobile. I am a loyal customer of this company for 2 years. Last year in September 2023, I was charged over 5+ times for data charges, I only realized till a week later and I called mint mobile to receive a refund however they said I could not receive one because I already used it however I was unaware of this purchase. I disputed it with my back since I did not approve these transactions. Then I renewed November 2023 for a 12 month plan till November 2024. As of this week I have been informed that my account was suspended, because I have a remaining balance of $75. I am not sure as to what the $75 is. Whenever I talk to customer service they insist I have to buy a new plan even though I already bought one, and it should still be active. They say I requested a refund for the renewal plan in November 2023, however they cannot provide me with the proof of this. I did not request a refund for the 2023 renewal plan. I will not be paying for a service I did not approve to purchase. I am requesting either a refund for the plan in 2023 for the amount of $202.04 because my product was not received/cancelled or the activation of my plan. I have been scammed by this company and would like this situation to be resolved.

  Business Response

  Date: 04/15/2024

  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:04/08/2024

  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 October 17, 2023, I made a payment of $240 to acquire a one-year plan with Mint Mobile, which included 15GB of data each month. However, on February 11, 2024, I traveled to another country and I had to port my number to ****** Fi as they offered me a more suitable international data plan of 50GB.Upon contacting Mint Mobile to inquire about a refund for the remaining months of service that I had already paid for (from February 2024 to October 2024), I was informed that they have a non-refundable policy for the remaining months. This was surprising to me as I was not made aware of such a policy when I initially purchased the yearly plan.It's important to note that Mint Mobile charged me $240 for the service period from October 17, 2023, to February 11, 2024. Despite my attempt to discuss the matter with Mint Mobile's customer service team, they referenced a ***** refund rule, which was never communicated to me during the purchase of the yearly plan.This situation has left me feeling frustrated and disappointed with Mint Mobile's customer service and refund policies. I believe that as a customer, I should have been provided with clear and transparent information regarding the terms and conditions of the service, including any refund policies, at the time of purchase.

  Business Response

  Date: 04/15/2024

  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: 04/16/2024

  
  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:04/08/2024

  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.

  Someone has been using my old number to ask for money with my friends. I have screenshot of the text message that has been sent from the phone . This is a lot . My friend sent money thinking its me .

  Business Response

  Date: 04/09/2024

  Hello,
  In regards to this concern, the customer's former phone number is no longer active with Mint as of August 2023 when it was terminated.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/07/2024

  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.

  Mint Mobile have not been able to provide services to me. They were to return my number to me. I have provided all the information they requested several times and I have had no response. Additionally, they have continued to charge my card for services never received.

  Business Response

  Date: 04/29/2024

  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: 05/03/2024

  I have provided the information requested and am awaiting a response with regard to refunding payments of $83.03 taken on 11/15/23 and 2/13/24.

  Additionally, I am awaiting a response on the return of my telephone number.

  Business Response

  Date: 05/09/2024

  Hello,
  In regards to this concern, we have informed the customer via email regarding the status of their refund and provided the requested port information.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/07/2024

  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 purchased a phone and apple care from Mint Mobile in March. They never delivered the apple care activation kit and refuse to refund me.

  Business Response

  Date: 04/08/2024

  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