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:03/28/2024

  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.

  First, I am a 77 year old disabled man, when I go out I need a cell phone for emergency needs. I have been deprived of that for about a week now as Mint turned off my old phone priot to activation of my new phone.On Saturday, March 23rd, 2024, I tried to order Replacement *** from Mint mobile online. The web page was not functioning properly. I wasn't getting my new phone until Late Monday so I anticipated I would have a *** when I got the new phone and have very little delay in having the cell phone. So I called Mint to order one since their web page wasn't working. The lady told me they would send me an e-*** instead via email with instructions. Since I did not have the phone yet, I asked her if she knew my phone would be compatible, she said yes. So, I said okay but I would not have the phone ready to do until Tuesday March 26th . As of Sunday March 24th, they turned off my old phone, even though I told them I would not have the new phone to use until Tuseday and I couldn't be without a phone. On Tuesday, I found out the e*** was not compatible so I called Mint. They said they would send out a *** as I wanted in the first place. They sent out, but ***** mis-delivered it on Wednesday the 27th. I called Mint and explained the issue of not recieved. They said and promised they would send another one out Priority. On Thursday I heard nothing, I called Mint Mobile. They said the order was cancelled and they never sent a ***, They said they would send another one out and I would get it in 5 - 7 days, I told them I need the *** so I have a cell phone because of being disable, it is my lifeline. So I need it by Friday, March 29th, no promises made when they would. This poor service has caused me to be in my home now for 6 days as I am afraid to go out without this lifeline. I even asked to talk to a supervisor during this continuing issue, they refused and hung up on me.Please excuse my Typo's as I am visually impaired.Thanks,****

  Business Response

  Date: 04/04/2024

  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: 04/04/2024

  Mint Mobile NEVER emailed me.  I seen after I got my Cell phone working they tried to call me On My NON-OPERATING Cell Phone,.  BUT, since I did not have it functioning, I could not answer the call.  I have also told them I do not use my cell phone at home, only for emergency when I am away from home since I am 77 and disabled, so it is my lifeline, as on record here in the complaint.
  
  AS I stated, they turned off my phone for about a week until I got the *** and new phone working.  This is a violation of the *** regulation.  I ask for a credit for loss of use and aggravation..
  
  I asked that they call me on this number, as I don't use my cell hone at home. But would be better if they would email me at the email address they have on **** and below.   
  **************  
  ********************
  
  Gary 
  

  Business Response

  Date: 04/11/2024

  Hello,
  In regards to this concern, the customer's new device was not eSIM compatible leading to the service issues until the physical SIM card was received and activated.  We have provided a one-time courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/12/2024

  
  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.
  
  All I asked for originally is a credit for the issue of turning off my service for a week, which they now have added a credit of $25 to my account..

  Thank you,
  Regards,

  *************************
  
   

  
  

• Initial Complaint

  Date:03/27/2024

  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 attempted to have my phone number switched from Mint Mobile to another carrier, Straight Talk. I have spoken to Mint Mobile several times to have my number manually released from them so I can have it ported over to Straight Talk. I have been told more than six times that this has been resolved. I then ask Straight Talk to port my number over and they state that Mint Mobile is denying this request. Then the process starts all over again. I have done this to the point of losing my mind. Please, I just need my number ************, moved from Mint Mobile to Straight Talk.

  Business Response

  Date: 04/03/2024

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

  Customer Answer

  Date: 04/03/2024

  
  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:03/24/2024

  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 is my second BBB attempt for the same issue. In my first BBB attempt, the ************************************** stopped responding to the emails. I purchased a 7-day trial version kit from Best Buy in early December 2023. I liked the ************ in the beginning so I purchased a 3 month prepaid plan (plus bonus 3 months, so 6 months total) for $51.18 on December 8. However right after purchasing the prepaid 6 month plan, I noticed I was not getting good reception in my home so I cancelled the prepaid plan on December 18. So for 10 days I officially had the prepaid plan. However when I tried to refund my purchase due to bad phone service reception I was denied multiple times because I was over the Mint 7 day warranty. Really? I have stopped using your phone service since December 18 as of last year, why am I still being charged for UNUSED service until June 8, 2024? This absolutely makes no sense. I gave Mint Mobile a chance, but it just didnt work out (bad phone reception). I paid for 6 months/180 days and have only tried their service officially for 10 days. And because they wont refund me for the leftover 170 UNUSED service days, I am now holding the bag. How is this fair? *********************** I do not have the Order number (MTxxx/MMO) as the phone number has been ported out of Mint Mobile months ago. Even Mint Mobile cant locate the Order number for me. However, I do have the Mint Transaction ID and PayPal confirmation (please see attachment) for this purchase.

  Business Response

  Date: 03/28/2024

  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:03/23/2024

  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 3/10 my new **** cycle started. A week later (3/19) I received a text saying I used up 80% of my ****, which was strange since I work from home and am connected to my WiFi most of the time. I checked my phone and it said I used about 450M of **** so far. I called them on 3/20 and explained my situation, and rep said that there was a glitch that day my cycle was supposed to renew and it didn't refill my ****. She gave me a case id and said it'll be good in about 24 hrs. Waited a couple days but my app was still showing the same so I called back. (3/22) I called back and references my case id and ******* this time said there was no glitch and that I used all my ****. I explained the situation all over again and she still maintained that **** is used up. She told me that if I'm connected to Wi-Fi I should manually turn off the **** so that there's no additional usage. I've never done this before on any service or any phone and have never had any issues. I would hit my max **** every month if this were the case due to streaming music, etc. Mid conversation the line was cut. Not sure if she hung up on me or if something happened. I called back right after and asked for the manager but was deflected and had to explain my situation a third time. ******* maintained that the **** is used up despite my phone showing otherwise (they even told me to go to the setting to see) and that I should buy more ****. She also said she'll look into this and in the meantime I should reboot my phone. She took down my contact info and said she'll contact me soon and ended the conversation. I restarted my phone and nothing is changed and she never called me back.

  Business Response

  Date: 03/28/2024

  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: 03/28/2024

  They said they emailed or called me. I don't see an email in my primary nor spam inbox, and if they called me and I missed it, they didn't leave any voicemail *********** info. I've tried their customer service number without resolution the first three times I called, so that's not a viable option.  

  Business Response

  Date: 04/04/2024

  Hello,
  In regards to this concern, the phone number provided on the BBB form was incomplete.  We also sent multiple emails and did not receive a response.  Just a reminder that our email addresses will end in @ultra.me as sometimes customers may believe those emails are spam.
  Mint Mobile

• Initial Complaint

  Date:03/22/2024

  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.

  Purchased the phones at the end of Feb. Phone became locked 3/3/24. I contacted Mint Mobile to unlock phone. Between 3/4-3/21 I spoke with 9 different representatives. I was told by 7 of them that I would be issued a replacement phone. I never requested a refund. 3/21 was told that a refund was issued and the phone would not be replaced. I have to wait until 4/2 to get refund and will be able to purchase new phone on 4/3. I requested an immediate replacement as I was told by 7 different people to include a supervisor that this was possible. 9 Representative admitted that I was provided incorrect information and what I was told was a lie. The only resolution was a refund that I did not request and an apology. I was hung up on once, and parked without being transferred twice. It is unfair to wait a month without my phone due to the incompetency of Mint mobile. The last rep I spoke with was ******* who is a manager. She stated that a replacement could not be provided due to the initiation of a refund- which Mint Mobile did without my requesting this. It would be much easier to explain on phone as there is not enough space to fully type the complaint to include dates and names. Again I do not want a refund I only want my phone unlocked and returned immediately. Waiting a month due to false information provided by 7 employees is a problem that is not my fault. Home contact information ************ after 5 pm. Work information ********************* 8:30 am-4:30 pm EST.

  Business Response

  Date: 03/27/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued per policy. 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: 03/28/2024

  I never requested a refund. I only requested that my phone be unlocked. I was lied to by 7 different representatives and told that a refund that I NEVER REQUESTED was processed and they could not stop it.  I was told by a supervisor that my phone would be able to be unlocked and returned- I have the voice recording.  The issues that I incurred with this company were due to 7 different representatives telling me that it would be unlocked and returned.  It is unacceptable that you don't follow through with what your representatives tell customers.

  I should not have to wait for a refund to purchase a new phone.  Please unlock and immediately return the phone.  

  Terrible customer service-  I have never dealt with a major company that does not honor it's word. 

  Business Response

  Date: 04/04/2024

  Hello,
  In regards to this concern, we attempted to but were unable to unlock or replace the device so a refund was issued.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/21/2024

  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.

  Bought a phone and 12-month phone plan from Mint Mobile.The phone arrived without a charging device. I called ****************** and the representative was unable to explain how to charge the phone. Did not offer a charging device. The representative also did not say that I had to return the unusable phone in less than seven days for a refund.Thought I could fix this myself.The phone came with no user guide or link to a user guide. The phone came with nothing.Found a user guide online.Bought a couple of charging devices for the phone. None worked, although they were specifically for the phone model I purchased. Returned them.Called Mint Mobile because I had a useless phone and phone plan and asked for help.The rep couldn't help. Said I should go online to apply for a refund. Didn't mention a seven-day limit on refunds.Went online. Couldn't apply for a refund for both a phone and phone plan. Had to pick one.Called back. New rep said she could apply for both. Said I would receive an email in ***** hours. Didn't mention a seven-day limit for refunds.No email came.Called back again. New rep said she would apply for a refund. Didn't ask for any background. No mention of the seven-day limit.Received an email shortly afterward denying a refund because more than seven days had passed.Of course more than seven days passed. It takes time to do research and order parts that don't work.End result: I have a phone that doesn't work and a 12-month plan I can't use.The phone probably doesn't have a warranty, either.Mint Mobile should have resolved this one. It wouldn't have been that difficult.Now I just want a refund. I spent a lot of time working to resolve this customer service problem that they should have fixed.

  Business Response

  Date: 03/28/2024

  Hello,
  In regards to this concern, we have confirmed that the device was received by the warehouse in 3/28/24.  We will contact the customer with an update once the refund is processed.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/21/2024

  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 February 11th, 2024, I actived a new line (line only no phone was purchased) with MintMobile and chose the 12 Month annual plan for $240 which charged $263.81 to my credit card. My job is ending and I no longer need the phone line for 12 months - only through the end of March. As of 3/21/2024, I've been told by Mint Mobile customer support that the annual plan is not refundabled even in proration. I would like a refund for the unused months.

  Business Response

  Date: 03/27/2024

  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: 03/28/2024

  
  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:03/21/2024

  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 purchased a mobile plan from Mint that provided for pay as you go international usage and deposited funds in that plan. They have subsequently changed their international program to a much more expensive by the day or month program. I would like a refund of the funds I paid for international roaming as I will not be using that part of their service. Unfortunately they do not have a way to contact them directly so I am hoping you can help with this.

  Business Response

  Date: 03/27/2024

  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: 03/28/2024

  
  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,
  
  **************
  
    I received the refund yesterday!  Thank you for your assistance on this.
  

• Initial Complaint

  Date:03/20/2024

  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 contacted Mint mobile saying I could no longer use my phone on 3/15/24. I was told my number was transferred without my permission. Someone conducted a port out scam. I called daily and on 3/20/24 I was told I could not get my phone number back. No one called me to follow up or offered a refund. I was initially told it would be 24 hours for my phone number to be returned. I waited patiently everyday for updates but I had to call daily. They claim there is a verification process to release a phone number but some how dont know how the number was released and it wasnt me.

  Business Response

  Date: 03/26/2024

  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:03/20/2024

  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.

  at @ 2pm today - 3/20/24 - I **ntacted customer support via chat. My phone was showing "no service" in my home where it's worked since day 1. The agent "*******" **nfirmed an outage and also **nfirmed I would be emailed updates.5 hours later, my phone is still showing "no service" and the ** will close 8pm PST. The chat system provides no indication of wait times...it asks me to take a survey before the chat has even started what did I get myself into by going to MINT?FIX the problem - keep the promises - update the customer

  Business Response

  Date: 03/26/2024

  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: 03/26/2024

  No one has tried to contact me.  No one.

  Service was out from 2pm to 6am the next day.

  I was promised an email update from the first customer service person I chatted with - that never happened either.

  On my 3rd contact, I reminded them that I'd not received an update yet... I was told "outage in your area" - clearly that was my experience but the clunky chat system is poor and the follow up as promised never happened.

  I don't want a credit - I want reliable cell phone service... I've used cell phones since 1987 and this is the first time I've been unable to use my service for that amount of time.

  You can CLOSE this complaint as "dissatisfied" and we'll see about getting new service elsewhere.

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

  Business Response

  Date: 04/02/2024

  Hello,
  In regards to this concern, we have confirmed that there was a recent outage in the customer's area which has been resolved and the services are confirmed to be working properly.
  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,
  
  ******************