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:03/16/2024

  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 received my physical SIM card and activated it on Tuesday, March 12th. I have never been able to use my service that I paid for. I tried troubleshooting (airplane mode off and on, phone off and on, card in and out, resetting network settings, [both with and without service reps] etc), and even tried switching to an eSIM. None of which worked, I have been calling day in and day out and getting ************** by some people in the back office. Ive even gotten two different account numbers given (one ending in 7191, the other in 5739) to me!! I have swiftly requested a full $59.52 refund, my number to be ported out and released, and the REAL account number to switch to new carrier on 4/15, today is now 4/16. I have not received any confirmation emails, just *************** tickets. I want my refund, my number back, and to be done with this company.

  Business Response

  Date: 03/22/2024

  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:03/15/2024

  Type:Delivery 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 January 11, 2024I discovered that my child had ordered service from Mint without my knowledge or permission. When I found out, I was not happy and I called Mint and told them what happened. They looked up the order and told me that since she ordered it but never used it they would refund the money to me. (Order number MT3488725). I waited patiently and when I called now (March 15, 2024) to find out why it was taking so long, they told me that it was denied and would not give me a refund, a manager, a phone number, or address for the company. This is terrible customer service and an unacceptable and unfair way to treat people. I did not order their service, a child did and was punished for it. I only want back what is mine. They lied to me and cheated me out of the money I never gave them. To me that is just stealing from unsuspecting people and its not right.

  Business Response

  Date: 03/18/2024

  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: 03/19/2024

  
  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:03/15/2024

  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 dropped and broke my previous phone on vacation with 2 months of service left on my prepaid 12 month contract with mint. I purchased a new ****** Pixel 8 with 12 months service on order MT4674250 right now Mint is offering two large promotions, 1 is buy 6 months, get 6 months of 15 GB data free, the other is get 50% off 1 year of service. I went for the get 50% off 1 year of service and purchased it for a total of $572.68 for a ****** Pixel 8 + 12 months of service with 15 GB of data. Upon arrival, the **** purchased with this order I could not get to work ($120.00) and I urgently needed a functional phone beyond the 7 day trial offering available data, so I had to buy the exact same plan I already had bought ( 12 months of 15 GB data) from the mint app for $258.43 (transaction id; *********. I have now paid $831.11 for 2 of the same data plans and a ****** pixel 8. Calling Mint support was useless, I was told since the phone and data was a "package" they cant refund the data and adjust my other purchase. The other issue is my new phone number is now linked to all my banking, personal things, etc, and my old phone is ruined/destroyed, so if I tried switching this phone back to ****, I'd lose the phone number, and thus literally my entire life online. I should of paid nothing over $572.68 and now Mint has billed me $831.11, Mint needs to find a way to compensate me for the $258.43 difference, this isn't even a lose-lose, its a win-win for both Mint and I, I get the phone and service I paid for, Mint gets to sell a phone and keeps a long-term customer. Its ridiculous I have to resort to a BBB complaint to resolve this at all, but I do want to keep being a Mint customer if Mint can resolve this. If Mint wants to refund TX id ******** in full then cancel the esim and just give me a 1 year credit of 15 GB data, however Mint can get that money back to me or value back to me, I will resolve the BBB complaint/remove it. I look forward to a constructive response.

  Business Response

  Date: 03/21/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 03/21/2024

  I have not received any communication from Mint regarding getting refunded $258.43. I'm not sure what Mint means their working with me on a resolution, the only contact I've had with Mint was a useless phone call for 30 minutes with support telling me they cant refund me the extra $258.43 I paid over a week ago. I'm not sure what the difficulty is, Mint sold me a ****** pixel 8 (which is fine, and I acknowledge I got it), and a **** 15 GB 1 year plan for $120, the **** I was unable to get working(and its still unused) and I bought the exact same plan as part of a non-package of 15 GB 12 months. So I bought the same plan, 2x. Mint owes me a refund for the higher priced plan that I shouldnt of had to pay for in the first place if Mint didnt provide me a faulty **** product I never used. Mint needs to figure out a way to provide me this refund without ruining my service or my phone, as I have been a long-term customer and intend to continue to be if Mint can resolve the fact I paid them for the same data plan, 2x. I'm going out of my way here to avoid calling **************** and opening a chargeback as I'd like to retain a good relationship with Mint and continue using their services but if the BBB complaint cannot get a satisfactory reply, I will be forced to open a chargeback. Please issue me either 1) A credit of $258.43 on my mint account I can use, 2) An extra year of service I'd also find acceptable ontop of my current plan or 3) A refund to my original payment method (AMEX) by refunding $258.43 either on the original transaction(Mentioned in the original complaint) or the 2ndary transaction, both of which I've already provided the applicable order information for.

   

  Thanks.

  Customer Answer

  Date: 03/25/2024

  
  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:03/14/2024

  Type:Billing 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.

  Order #: MT4022547 On approximately November 25, 2023, I and my ex-wife were visiting my out-of-state daughter. I called Mint Mobile to place an order for the one-year plan with a ****** Pixel 8 phone. Several attempts were made to pay for this transaction with two of my credit cards and two of my ex-wife's credit cards. None of the credit cards would work. I called one of my credit card companies and was told that no transactions had been requested for my card. **** said to call them back the next day and they would have an answer as to why their software was not accepting my credit cards. On this date, my ex-wife signed up for the one-year plan without a phone. When I got home the next day I called Mint and placed an order for the one-year plan with a phone. Same thing as before, their software would not accept my credit card. I signed up for the six-month plan without a phone. I can't remember the date, but the *** card arrived at my address with my ex-wife's name as the receiver. She lives at another address. I called Mint and told them I wanted to cancel because of the wrong name on the account. I asked to once again try signing up for the one-year plan with a phone. My credit card would not process. A friend was visiting me and we tried his PayPal account. It worked. I never used the *** card that was sent to me for the six-month plan. I have made many requests for this charge to be removed from my credit card. Promises were made that it would be taken off and I would get an email confirmation. Never happen.

  Business Response

  Date: 03/21/2024

  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:03/14/2024

  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 made a request to cancel services and for a refund for services not used. I was asked to provide the confirmation email stating that I was charged, the amount charged and last 4 digits of the card billed. I provided this information several times, being advised every time that they have not received the requested information, and now have informed me that my request was denied due to not receiving the information.

  Business Response

  Date: 03/21/2024

  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:03/13/2024

  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.

  On yesterday and today i gave Mint mobile my credit card number to purchase phone service they claim my card denied, but when i called my credit card company, they said that Mint mobile charged $0, and that was the problem.

  Business Response

  Date: 03/20/2024

  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:03/13/2024

  Type:Customer Service 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 a cell phone from mint. They shipped the phone in a bubble wrapped envelope. It was no surprise that it arrived damaged and I couldn't use it. I shipped it back to them immediately. They refuse to refund me my money. It hasn't even been a month since I bought and returned the phone. I want my money back.

  Business Response

  Date: 04/08/2024

  Hello,
  In regards to this concern, we have confirmed that the device has been received and the refund will be processed within 7-10 business days.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/08/2024

  I do not see any response from the company

  Business Response

  Date: 04/15/2024

  Hello,
  In regards to this concern, 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:03/13/2024

  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.

  For months now I've been experiencing a rapid diminishment of my data when I'm at home on my Wi-Fi. The other day I had 4 GB of data and I got an email today that said that I was down to 1 GB. I have not been anywhere and I have been on Wi-Fi at home the whole time. I talked to tech support and the person said that they were going to fix the problem and email me. I tried to save the chat dialogue and it was set up so that it's impossible to save. The representative said it was not able to save the chat. I asked if that was because mint doesn't want the chats shared with the Better Business Bureau and social media and I was immediately disconnected. The agent did not send me an email they did not fix the problem. And I spent 45 minutes trying to correct it. Another problem that I've had with mint is they say that it's $15 a month for the 5 GB service and they set you up to pay $180 which is the amount that it would be and it says go to payment and it suddenly adds another $20 in junk fees to the credit card charge.

  Business Response

  Date: 03/19/2024

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

  Customer Answer

  Date: 03/19/2024

  MINT hasn't made any meaningful communication with me other than an email saying they are waiting to hear from me. To which I responded to "what are you waiting to hear from me?" That was 2 or 3 days ago 

  ?? CRICKETS 

  Business Response

  Date: 03/25/2024

  Hello,
  In regards to this concern, we will try to contact all customers who submit a BBB request to get more details/clarification on the case before taking action.  In this matter, we proactively conducted a health check on the customer's account to ensure all services were working properly and also provide a one time courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/29/2024

  I just spent a half hour trying to understand what, if anything, mint has done to communicate with me to solve this. Reading through the whole chain of correspondence I could see nothing except for mint saying they tried to contact me. I've received no texts or emails from them about this. They are so nonresponsive and ineffective.  They are great at avoiding responsibility and offering lame apologies. I think a broken machine in a 3rd world country must be in charge.

• Initial Complaint

  Date:03/12/2024

  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 purchased a 3 month term with mint mobile in mid February, for a phone I had used on there service prior. It would not connect to the e-sim . I would get an error that told me to contact my provider and they could do it. I did and they could not, they did tell me to go on ******* and look up how , but that wasn't the issue . I was told to try a physical sim card.When my physical sim card arrived I called and was told specialists would call me on 3 days. They did not, I was then informed that sim card was canceled and to wait for another one.Another one never arrived after . I called back and was told that it was canceled. But they could now put my account on the sim card but it would take 12 hours I waited 24 and called back and was told that was canceled. So I asked for a refund since I had the service for 3 weeks and couldn't use it I was told someone would e mail me in ***** hours I waited for days called back and was informed that I was past the cut off date for a refund...so here I am with no service ,due to no fault of my own and no refund because they kept promising results and it appears that was only to push the date past the refund threshold

  Business Response

  Date: 03/19/2024

  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

  Customer Answer

  Date: 03/19/2024

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

  Customer Answer

  Date: 03/19/2024

  
  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:03/12/2024

  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 charges reoccurring payments to customers, for up to one year of service in advance, without checking if the service exists or is in use. Then, while not using their service, they refuse to refund the prepayment they took for a whole year of service. They also will not prorate or partially refund the 9 months that was prepayed. Wholesale scamming and stealing a one whole year of service. Then when asked to delete customer account, the company refused. I don't even know if that's legal. However seeing mint mobile's reviews on bbb, I suppose it all makes sense, you can only get reviews these bad while being maliciously hostile to consumers.

  Business Response

  Date: 03/19/2024

  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