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:04/06/2024

  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.

  I am reaching out to request assistance in resolving an ongoing issue with Mint Mobile, from whom I purchased a 3-month service plan for $47.35. Unfortunately, the service has not worked as promised or intended from the date of activation, 4/5/24, and despite exhaustive efforts to resolve the issue with Mint Mobile and consultations with Apple (the device manufacturer), I have not been provided a functional service or a refund.The issues with Mint Mobiles service began immediately upon activation, leading to numerous attempts on my part to seek a solution through their customer support channels. Apple has confirmed that the problem lies with Mint Mobiles service, not the device. However, ******************* response has been to cite a policy excluding refunds for services activated from a trial period as a basis for denying my refund request.I am seeking the BBBs help in mediating this dispute. My goal is to secure a full refund of $47.35, as the service has categorically failed to meet the advertised standards. Below are the key points of my complaint:-Service Failure: Mint Mobiles service did not work as described or intended from the moment of activation. Text messages and calls cannot be sent or received. -Good ***** Efforts to Resolve: Despite numerous attempts to troubleshoot the issue with Mint Mobile and consultations with Apple, the service remained non-functional. These efforts included multiple contacts with different technical troubleshooting sessions with Mint Mobile, as well as official consultation with Apple representatives, including Network resets, and device resets.-Refund Refusal: Mint Mobile has refused to issue a refund based on their policy regarding services activated from a trial period. This is despite the clear evidence that the service has not performed as promised.I was given a support ticket; CRT-******, for the matter.

  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

  Customer Answer

  Date: 04/11/2024

  
  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, so long as the account associated with me is deleted. I do not wish to receive a** fines or charges associated with late payments or fees associated with an account that is not functional. 

    I will wait for the business to perform this action and the subsequent account closure, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:04/05/2024

  Type:Billing 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.

  During November 2023 I signed up for a 3 month plan with Mint Mobile. During January 2024, I received an email from Mint Mobile recommending that if we wished to extend the 3 month plan, we could extend and the new plan would began automatically at the end of the 3 month plan. I submitted payment on my credit card for $186.20 which was posted in my account on1/29/********* the 3 month plan ended, my service was disconnected on 2/27/2024. I spoke to a ********************* representative on 2/28/2024 after receiving a text saying they hadnt received the $186.20 for a 1 year extension. At that time I terminated the cell service and notified my credit card company to contest the payment to Mint. The money was credited to my account until 3/27/2024, but was again debited back to Mint after their reply regarding the payment,Since my service was turned off by Mint on 2/27/2024, and I cancelled my annual plan on 2/28/2024, because they somehow managed to temporarily lose our $186.20 payment, I would appreciate if you could persuade Mint to refund the full amount back into my credit card account.We didnt receive 1 minute of service on the one year plan that the $186.20 was payment for.I spent approximately 5 hours on the phone with Mint regarding this issue and according to them its all recorded.

  Business Response

  Date: 04/12/2024

  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:04/04/2024

  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 bought this phone from mint Mobile on December 26th 2022. The power supply went out within 4 months I called them and they said it was out of warranty so I sent it to ******* and they fixed it. When it came back it was networked locked by ***** I fought with mint for a few months and they finally unlocked it when I told them I would leave if they didn't. They unlocked it and I decided to leave anyway because of the way they had treated me. I went to T-Mobile and was unable to put a SIM card in it because it was locked by **** again. So I used my old phone for T-Mobile. After a few months of the new phone just sitting I got a second line of service with **** so I could use the new phone but kept having dropped calls so I canceled and it was still Network locked. They told me they would not unlock it for 6 months so after 6 months I tried to get it unlocked and they refused. I filed a complaint with the *** and found out that the serial number for the phone matched one that someone had bought and not paid for. They wanted me to prove I bought the phone from mint mobile when the power supply went out I lost emails texts contacts but not all of them. I do not have the email sent out when I bought the phone from mint and they refuse to send it out again or say I need to contact another department which goes around in circles. They gave me a phone number which led to another phone number which said if you leave a voicemail or send an email they would reply within 48 hours which never happened and I made several attempts. This is the shipper supposedly and it shouldn't be the shippers responsibility when I bought it from mint mobile. There is no way to reach anyone higher up the food chain in this company and no one you can call can do anything to help you.

  Business Response

  Date: 04/11/2024

  Hello,
  In regards to this concern, we are unable to assist as the customer confirmed that AT&T has locked the device.
  Thank you,
  Mint Mobile.

• Initial Complaint

  Date:04/04/2024

  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.

  We ordered a starter kit and 3 months of service, paid in full in advance. The documentation we received with the order stated that while sim cards can expire if they sit around for 45 days or more, the only return policy info was that returns are okay within 7 days of activation. My family faced multiple medical hardships and we decided to wait to activate until folks were out of the hospital with their phones, we had multiple trips in and out. We're finally back and healthy and ready to switch companies! We called in, long after **************************************** order new sim cards and learned that the company also will not honor the 3 months service we paid for. Happy to re-purchase what expired, but I don't think there's any reason they should be unable to honor service we paid for and haven't used yet. Also, nowhere on our document is it mentioned that we cannot receive a refund if we never activated the service. We would be happy to pay for replacement sim cards and just use our 3 months service, or to receive a refund for the service amount. In the attached document, you will see that the only refund policy is mentioned after activation, which is why we waited. We did see the warning about expiring ****, but as there is no mention of the **** expiring or the 45-day timeline affecting *returns*. They also do not include that there is any other return policy not mentioned on the shipping document. I reached out to their team for help, but they just keep referencing a different return policy other than the one they sent me on this shipping document. My apologies, but this shipping document is what arrived with my order and it doesn't state the policies on here are incomplete, I believe this is what should be used to determine the return policy for my order. The only policy mentioned is not longer than 7 days from activation, which we never did. Eventually their team recommended I reach out here because they can't help.

  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

• Initial Complaint

  Date:04/04/2024

  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, 18th I had my new phone and plan delivered through mint mobile. I didn't actually activate my phone until the 22nd. All weekend I attempted using it but the service was horrible and I wasn't receiving text/calls. I have 2 children so this is not acceptable. That Monday the 25th I went online and filled out the form with all of my information to send back the phone and plan as I no longer wanted it. After not hearing anything within 2 days (March 27th) I called back AGAIN to see what the status was to which they replied it didn't go through correctly. I was then told they would email me a label so I could ship everything back and AGAIN nothing came through. So here I am today, I called back to follow up on the label and they told me it was denied because I was outside of the 7 days of having my phone?! Had I not been screwed around and wasted all this time it would not be outside of the 7 days! I'm very frustrated because i've tried to do everything correctly and have the phone ready to ship back but am not getting anywhere. So not only was I giving a crappy phone/service but now I'm out all that money. PLEASE just take back your stuff and refund me. Thank you!

  Business Response

  Date: 04/11/2024

  Hello,
  In regards to this concern, we have confirmed that the device has been shipped back by the customer.  It will take up to 14 business days for the device to be received and inspected.  If there are no issues such as a password lock, then a full refund will be processed.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/11/2024

  
  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:04/03/2024

  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.

  I signed up for Mint Mobile in November 2023, and service was started Dec. 1, 2023. I had ported a number that I had for 10 years and which had my caller id. I was never informed that I would lose caller ID by moving to ******************. To my surprise, not only did I lose caller ID, but with ****************** my caller ID became a different person's name that I don't know or even have a clue who she is. I immediately contacted Mint Mobile to get this corrected (a ticket was started on this Dec. 7, 2023). Long story short, I spent 2 1/2 months on the phone with customer service agents trying to get this resolved. At some point several weeks after service started, I was informed that they couldn't give me caller ID but could only hope to get me to "wireless caller." Eventually, I finally acquiesed and said, "At least it won't be the wrong person's name. I'll live with 'wireless caller' for the rest of the year I've paid for and then return to my previous company with which I had caller ID on this phone for the last 10 years." The point is that in my business, it is extremely difficult to get people to answer the phone when the caller ID is a different name. After 2 1/2 months of customer service being unwilling or unable to get me to their policy (which I didn't know about when I signed up) of "wireless caller" ID, I gave up and pleaded with a supervisor, "Wouldn't you agree that I have been trying for two months and Mint Mobile has been unable to fulfill its policy? Wouldn't you agree it is only fair that I be reimbursed for the months I haven't used because I have to now go to a different company?" The supervisor graciously agreed to refund me for the remaining months I hadn't used. I agreed I would eat the previously 2 1/2 months even though Mint Mobile had failed to meet what it said. She assured me the refund would go through. I have just now been informed for the second time the refund has been denied. BTW, I went back to MetroPCS and got caller ID back in a day.

  Business Response

  Date: 04/09/2024

  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: 04/09/2024

  
  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. Thanks so much for your help!
  
  Regards,
  
  ***************************

  P.S. - Please note that according to Mint Mobile's response, I won't know for 7-10 days whether or not they have followed through. Unfortunately, I have been told a number of things from Mint Mobile that Mint Mobile was either unable to complete or was rejected by the "upper office" (for instance the promised refund that was rejected twice). Thanks again for your help.

  
   

  
  

  Customer Answer

  Date: 04/30/2024

  With regards to this complaint ID #21523860, Mint Mobile responded that they have issued a refund and that it would take 7-10 days for the refund to be received. It has been 12 days, and no refund has been received. Quite honestly, this is consistent with my experience with them where I have been told things many times that haven't proved true. I realize that BBB cannot force them to honor their word, but, for your records, I did want to report that once again they have failed to honor what they have told me. I am just hoping that others don't get burned in the future.

  
  

  Thanks so much:)

  
  

  ***************************

  Business Response

  Date: 05/03/2024

  Hello,
  In regards to this concern, we have re-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: 05/06/2024

  
  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:04/02/2024

  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 have recently ported my number for me and my 4 kids from mint mobile to **** for better coverage. I have prepaid for almost a years service and for one of my kid 11 months service is remaining. When I called them to return the remaining balance at a prorated basis they are denying it. they should reimburse us for the unused months.

  Business Response

  Date: 04/09/2024

  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: 04/09/2024

  Hi,

     I called Mint Mobile to follow up on the refund request this morning and the customer service rep told me that they are issuing refund just for my number but have denied refund for all 4 of my kids. Can you please look into it.

  Business Response

  Date: 04/16/2024

  Hello,
  In regards to this concern, we have confirmed that the additional refunds have 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: 04/23/2024

  
  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:04/02/2024

  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 called Mint weekend of January27-28. I wanted to order phones and service. ******* processed ta 3 month 5GB plan for $106.08. (Order #MT4474623). Then when he tried to process the 2 SE3 phones @ $429 each. It was denied by my ************* It was agreed I would call back Monday 1/29/24. (the credit union had a hold on the phone until I notified them it was a legit purchase). On Monday 1/29/24 i called MInt to order the phones. ******* said I would receive 6 months free service for each phone I purchased. (Order #MT4481900.) I said good. I'll take it. But can you cancel the 3 Month 5GB plan that was processed over the weekend. He said yes he would submit it for refund. A few days later I received 2 sim cards, and a day later the 2 phones arrived and a spare sim card. I put the sim cards in the phones and had them activated. But they were the 3 month 5GB plan cards. I had requested physical sim cards in both my discussions with Mint. I assumed I was activating the 12 month plan. I called and asked to change my plan to the 12 month one that I was told I was getting. They said too late. I had already activated the 5 month plan. So I said then refund the payment I made ($180)for the 12 month plan. No. They couldn't since the 7 days for returns was expired. I do not have anything to return. The ******************************************* E-SIM form. This plan was never activated. So I am operating on the 5GB plan for 3 months. But they will not refund the $180 I paid for the 12 month plan. For which I received nothing. I have spoken numerous times to reps with always the same answer. NO RETURNS AFTER 7 DAYS. i HAVE SENT EMAILS TOO. THEY WON'T RESPOND TO THEM. I have also enclosed a doc that says I should be receiving first 3 months free (NO BILL CHILL). Did not get free service here either.I am requesting a refund for the $180 charge for the 12 month plan that was never activated. Thanks for your assistance.

  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

• Initial Complaint

  Date:04/02/2024

  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 an annual plan with Mint Mobile to use for a work cell phone. I received a defective SIM card from Mint Mobile, that when activated would not send texts or make calls. When I tried to make calls, I received a network error message. I attempted multiple times to request a replacement SIM card, but was never sent one.Synopsis of contact with Mint:12/14- L2-1333472 (given after 3 calls with them). Finally promised a new SIM card in the mail. 12/22 - L2-140250. Told that they had accidentally tried to contact my Mint Mobile number (the one that was associated with the DEFECTIVE SIM card and not receiving calls). Promised they had sent me a new SIM card by mail, but never provided a tracking number or confirmation email.1/1/24 - Checked the second reference number, L2-140250, and told me that they had not sent me an eSIM card because the phone was incompatible. I never ordered an eSIM card because I knew it wasnt compatible with my phone, so it has been several weeks of waiting for a physical SIM card, multiple calls, and I havent been able to use my phone for work, which is making it hard for me to do my job.1/1/24- opened a claim with PayPal that was denied on 3/7/24 due to insufficient documentation (I CANT PROVIDE CONFIRMATION EMAILS WHEN MINT NEVER SENDS ME ANY)3/7/24 - contacted Mint again. They said they would make an exception for me and try to refund, but it has been more than 90 days since purchase so they told me to go back to PayPal. Promised they would send a confirmation email in 2-3 days but never did.3/14/24-paypal needs proof of return label for SIM card, but **** refuses to send return label.4/1/24 - PayPal says documentation (screenshot conversations with Mint Support refusing to send return label) is insufficient and they need an email from Mint. BUT MINT NEVER EMAILS DESPITE ME ASKING FOR CONFIRMATION MULTIPLE TIMES. How am I supposed to provide an email I never received?????

  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

• Initial Complaint

  Date:04/01/2024

  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.

  I am being inundated with emails from Mint Mobile on a constant base, for the last 6 months. There is no where on their website to unsubscribe, so they constantly ******* my email box with their emails. When I called they said to go to the website, but again, there is no where on the website to remove my email address. When I tried to use the chat, there was never a response. I just want them to remove my email address: ************************** Do you recommend that I contact the State Attorney General for **********, for assistance also.

  Business Response

  Date: 04/04/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/09/2024

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