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:03/12/2024

  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 new phone on Faburay 20th as well as a SIM card total $293.10 I never received it. ***** confirmed that they lost the package on Faburay24.I contacted mint on Faburay 24 and told them that I never received the package ***** said they lost the package. Mint mobile as refusing to refund me my money. Mint mobile actually opened an investigation with ****** and ***** confirmed to them that the package was lost. Mint mobile is still refusing to refund me. I HAVE CALLED MINT MOBILE OVER 20 TIMES ON FEBRUARY 24th, 28th MAECH 4th,8th,9th,11th,12th TRYING TO RECEIVE A REFUND and nothing.

  Business Response

  Date: 03/19/2024

  Hello,
  In regards to this concern, 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, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/25/2024

   I received an email this morning about 5am  in the morning saying that my case was closed.

  I don't understand why because i've never received an email or a phone call from Mint mobile. And that is what I've been waiting on. I was assuming that they were going to do what they said they were going to do contact me , but they'd never happened. The issue has not been resolved or addressed by Mint mobile.

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 20th, 2023 a payment was made to Mint Mobile via PayPal, $91.32 for a SIM card which was delivered (Invoice ID **********. I was unable to use it because my iPhone 7 plus stayed locked. (I had been using Consumer Cellular so I replaced that SIM card into my phone). In early February I contacted Mint Mobile help and was told my phone was locked by Consumer Cellular and they would have to unlock it. Consumer cellular was unable to do that, they helped by sharing my call with Mint Mobile attempting to solve the issue. Three hours of discussion and a call to Apple failed to find the problem. (Later it was determined that Consumer Cellular did not lock my phone for their ATT&T provider, as should have been the case when my account was initiated several years previous. It was already locked by **** because I had previously used **** cellular before moving to Consumer Cellular. (Consumer cellular later admitted it was their error). A Mint mobile account was never activated. I decided to stay with Consumer Cellular. Mint Moible help person, ID'd as "**********". said money paid to Mint would be refunded. My consumer Cellular account was still active and my phone #, owned by Mint Mobile was finally returned to Consumer Cellular after I got a PIN#. ******************'s refund policy promises full refund after 7-days of ACTIVATION. Attempts to get through to Mint Moble was found to be impossible because I'm not an active customer; ****************** using robotic automation AND human personnel help who spea poor English and are always sticking to their "script", unable to deal with my untypical problem. As of this date, 3/12/24 I have not received a refund of what I paid Mint Mobile and can find no way to contact them about the issue. All I want is my money back. I'm 82 years old and have a low income. I have been patient, expecting I'd eventually get my money refunded.

  Business Response

  Date: 03/13/2024

  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:03/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with mint mobile MT4686366. Since getting the new phone and service and it is urgent, I paid the additional $15.00 for express next day air. Other option was free 2-3 day delivery. I placed the order the morning of 3/11/2024 and did not even get a tracking number until I called to inquire about a tracking number. Now the product(s) will not even be here until sometime tomorrow and knowing are fed ex delivery on our street we won't see him until after 4pm. I paid for EXPRESS OVERNIGHT, I would expect to have this item on time today. ****, and **** refuses to give me a refund on shipping. They said I need to call ***** for a refund. Why would ***** refund my money when MINT MOBILE DID NOT EVEN CREATE A SHIPPING LABLE UNTIL THIS MORNING AT 9:09 AM? just want ***** back for not getting what I paid MINT MOBILE FOR

  Business Response

  Date: 03/13/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued for the shipping. 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: 03/13/2024

  Mint mobile did initiate a refund for the overnight shipping however they "cancelled the order"so now i am out ****** and i have to fo go through the hassel  of finding another service provider.

   

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

  Business Response

  Date: 03/20/2024

  Hello,
  In regards to this concern, we have confirmed that the order was delivered on March 14, 2024.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2023 I set up service for myself and my wife. I paid $130 for two Sim cards and requested to keep our numbers. After a while I finally got the package but it had another womans name on the service plan with my address underneath and only 1 Sim card. I called Mint Mobile to explain the situation and was told that I could get a refund or have them ship out my order. I still wanted my order so I had the woman resend the 2 Sim cards I had paid for. Or so I thought. I never received the Sim cards in the mail and when I called after a month or more of waiting I was told they would look into what happened. I never heard back finally I called again in February and went circles with a man trying to explain what happened. He never seemed to fully get the story of what happened but told me he would put in for my refund. I just got a denial for my refund since it had been out of the service window. Even though i never got the right product or was followed up with. I had heard good things about this company but none of it seems true. If I couldn't get the product I paid for or my money back even though they said they could see my Sim cards were never activated

  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

• Initial Complaint

  Date:03/11/2024

  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 attempted to purchase a one year phone service and during the online ordering (Order number MT4329676) process it seems it defaulted to an E-Sim. When we called to find a solution we were told that they needed to activate the e-sim then send a physical sim. Not only did we have to pay an addition $10.00 to get a physical sim and we would never receieve it. (Reference # L2-153750) Two weeks later no sim card arrived and a second call was made and we were told that they had to activate the e-sim and then switch it to a sim card. We told them that they had already offered that and nothing was done. They offered us a refund which we accepted and told we would call back to purchase another one year with the proper physical sim selected. That evening we recieved an email from a "*****************************" (caseRefund request MT4329676) stating that our refund was denied. Though they admitted twice that they needed to activate the e-sim, which was never done, the refund was denied on the policy of 7 days from activation. We sent two seperate emails addressed to the person mentioned above and received no response. It has been 3+ months (11/21/2023) with no service or any assistance to move toward solution. After four contact attempts we felt we had no choice but to file a complaint as these company has charged us $180.00 plus fees and tax, then another $9.95 for which we never recieved the sim. Based on other complaints it seems to be happening more and more. I am disappointed as we had high hopes for the company and had to finally move on to seek phone service somewhere else and have no faith that we will be able to get a refund on this.

  Business Response

  Date: 03/12/2024

  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:03/11/2024

  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.

  On 02/16/2024 I made a manual payment to mint mobile and my services were turned back on on 02/17/2024 a second payment was with drawn from my account and I contacted customer service they told me a case was set and I would have to wait until it was reviewed for a refund then I got an email stating that I didn't qualify for a refund so I contacted support again another case was submitted and I got a refund however they then shut my services off so I contacted support again and was told that they had issued a refund for both payments and I would have to wait until it had processed so frustrated because I live paycheck to paycheck I had no choice but to wait because I had no other money to turn it back on while I waited for it to process I waited for a week and contacted support again they told me I would have to wait 14 days before they could set a case for a missing refund so when I got paid I went to another company I am now being told that I will not get a refund for the second payment and that they will turn the service back on with another payment of $82.68 I don't want or need the service I had made my payment and they took a second one I was perfectly fine with the one refund except they shut my services off and refuse to turn it back on and I couldn't go any longer with out a phone so given the issue I was having I went to a different company all I am asking for is a refund for the service that I paid for and that they turned off when it shouldn't have been turned off they got two payments and gave me one refund for one payment and then shut my services off 2 payment payment refunded and I had no service I contacted them several times and was told to wait and I did and they didn't do anything I go to a different company and magically they can turn it back on if I gave them a payment but the service should have never been turned off I would simply like a refund and to move forward with life this has been absolutely one disaster after ***

  Business Response

  Date: 03/15/2024

  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:03/10/2024

  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.

  The Mint Mobile phone company sent its entire customer base an email in january FORCING us to upgrade our phones by april 2nd. This gives us only 3 months to upgrade, which is a forced upgrade, which apple just got in trouble for. Second of all, it has not been 3 months and Mint Mobile cut off its low-end users anyway. When i called the business now, twice, and asked to speak to someone about this, and complained on here already, i was told repeatedly that violations by the corporation of their own promises and policies are not grounds for a refund, even if i've already paid until august, and my only choice is to upgrade. My weeks plans were ruined, i was given no apology and forced to purchase a new phone against my will, after having JUST BOUGHT a new phone last year. This company's behavior is INTOLERABLE. I honestly think their customer service department is just an AI robot. They don't seem to have human reactions, or feelings, or behave as any other corporate help department. They just tell you that you're happy and there's no problems. Its like 1984. I want the money back i just paid for a new phone, and i want some extra money in damages. And i want ******* ******* and ****** fired or retrained.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, **Mobile is shutting down their 2G networks to open up valuable space for the faster 4G and 5G networks. Any phones that run exclusively on 2G/3G networks will no longer be able to make or receive calls, or use other data services, including emergency services.  While Mint Mobile utilizes the **Mobile network, Mint does not own or maintain the network.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 03/11/2024

  Do you, for some reason, think that i don't speak english or something?

  I understand what is happening, what i don't understand is why you're allowed to force customers to upgrade with 3 months notice, period. I also don't understand why it's acceptable for you to promise 3 months and then give 2, period. As far as i understand, both of these actions are crimes, and due to this, now 3rd response of casual disinterest and restatement of the obvious with absolutely no empathy or concern for anyones cost or trouble, i will happily **** your company and give them bad advertising until the end of my days. Once again i say you all ought to be ashamed of yourselves. This is disgusting behavior with no regard for your customers. Having a phone is essential, you can't just ignore people's cost and rights and steamroll over them. You're not a dictator, you're a service provider, there are rules, people have rights and costs, and you don't get to just ignore that.

  Business Response

  Date: 03/18/2024

  Hello,
  In regards to this concern, while the network operator has decided to upgrade, we understand the inconvenience for the customer and have provided a one-time courtesy credit.
  Thank you,
  Mint Mobile

  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:03/10/2024

  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.

  4/9/2024 - Mint Mobile won't allow me to port my number out. I've set up service with another provider, and my Mint Mobile service will end soon. And when I speak w/ Mint Mobile's customer support, they confirm my information, and then they tell me someone will call me back within 30 minutes to provide me my account & transfer pin. But they never call back, and I have to go thru the same process again and again. If I can't port my number out, I won't have a working phone with my number on it. Mint is holding me hostage to their service by doing this. The number they won't allow me to release from them is ************. My email with them is ********************

  Business Response

  Date: 03/11/2024

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

• Initial Complaint

  Date:03/10/2024

  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.

  Issues with coverage and calls dropping. I would like a prorated refund for the following account numbers. Credit Card receipt is attached. Ended service on 03/09/2024. Acct: ************ for Phone # ************ Acct: ************ for Phone # ************ Thanks,

  Business Response

  Date: 03/11/2024

  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: 03/11/2024

  
  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:03/09/2024

  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.

  Try to activate mint mobile sim card kept getting the run around with them. Then when the sim card did not activate they were still no help. I called from someone else's phone due to the fact that my number was already transferred and now I can't make it receive any calls. I told this to the rep and he told me that the phone had to be unlocked. I asked the rep to called straight talk and get it verified that it wasn't locked but he had hung up. I called again this was my fourth time since 1pm this afternoon. Then I called again and asked the could they just give me a refund and transfer my number back to straight talk. The rep asked me to verify my information and I did. I gave her my order number and she said that they not only had it wrong but my name was wrong as well. Keep in mind I am still without my phone and it's 4pm now and I had to go back to my apartment and get the order number which was the correct one that I gave the rep. *** in all nothing was done. Buyers beware I will never use Mint mobile again!!!!!! Horrible customer service

  Business Response

  Date: 03/14/2024

  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