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:01/27/2024

  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 intended to switch mobile carriers from **Mobile to Mint and port over my phone number. I got a transfer PIN from ************************ which I used on the Mint Mobile app. As soon as the porting request was submitted, the **Mobile sim card ceased to function and not long thereafter, the request was denied by Mint Mobile due to an invalid PIN. ************************ says Mint has my number and a new transfer PIN can't be sent as I no longer have ***-Mobile account to receive it. Mint insists upon receiving a new PIN from an account and number that appears to be gone. I am left with a temporary assigned number on a Mint sim with no way to retrieve my valuable phone number that hundreds of clients know. Both carriers blame the other and demand access to a phone number that is gone to resolve the issue. hours have been spent with both carriers on this issue

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have confirmed the *** provided by the customer was incorrect so the port request could not be completed.  If the customer would like to resubmit the port request, the customer will need to work with the original service provider to reactivate the account.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:01/27/2024

  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.

  It is the end of the year and I collect all my various bills and put them in separate tax folders.I attempted to do this with Mint Mobile, but as the attached PDF chat shows, not only does Mint Mobile not have detail records, it does not allow any PDF or other creation of records. The only "data" I copied and pasted into a Word document. It took several clicks of "Agent" to finally get to an alleged Agent - who as the chat reveals is completely incompetent. From the length of time the Agent took to respond, and then completely missed the reason for the chat, it is clear to me there is no live Agent. Furthermore, there is no contact information to get to an individual on Mint (of course, trying to contact their owner - T-Mobile, is a useless exercise as T-Mobile just refers it back to Minto Mobile chat.

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this matter, Mint Mobile does not provide monthly statements as services are prepaid in advance. All active subscribers can log into their account via the ****************** app or log onto their account on mintmobile.com to view the history of all transactions and print out the transaction history in PDF format.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/02/2024

  There is nothing more to add. As with all these piggy-back telecoms (not really a telecom - just a "user" "reseller"; the contact ends when the questions begin.

• Initial Complaint

  Date:01/27/2024

  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.

  My Mint Mobile account number is #************. I've talked to ****************** since 01/19/2024 daily that I can't send text messages successfully . Everyone I've talked to in ***************** supervisors tell me they'll fix the problem etc. over and over and... They never have after MULTIPLE calls by me. They sent a new sim card which hasn't fixed the problem mentioned. **************** people are so stupid they say their looking at the previous notes on their screen to see what already been done to fix the issue by both them and myself to save time BUT then proceed to tell me to do ALL the steps over yet again and asking the exact same questions as well.. Their English speaking is TERRIBLE as apparently Mint has the so-called **************** is a third, no fourth, world country. I talked to all levels of mint mobile staff at least six (6) times already unsuccessfully with no resolve..

  Business Response

  Date: 02/02/2024

  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: 02/03/2024

  I DISAGREE WITH MINT MOBILE BECAUSE i WAS SENT A MESSAGE FROM TEXT NUMBER **** wENSDAY MORNING saying the reason I couldn't send text successfully was because there was a network Spam Block messaging on my number wrongly and it'd be removed 6:10am yesterday. it wasn't and still not working hours later. i called Mint about 11am and told the customer Service rep all the tings all the other reps had me do. He still wanted me to do the things that never helped. then he told me the reason I can't send text successfully was because my phone was locked and I needed to contact the seller of the phone or my cell service provider to get it unlocked then, and only then everything would be ok. i had to literally keep telling him i bought the phone UNLOCKED and it has always been unlocked ANR that Mint wa s my cell phone service provider. but he kept telling me my phone was showing to be locked and nothing could be done till it was unlocked. i rightfully hung up on him and called mint mobile right back to get my account number and transfer pin to turn off my service with ********************** and got that information. One last time i decided to call Mint and FINALLY talked to someone after a week of multiple attemptds that actually knew what they were doing AND understood english and in fact told me that it was supposed to have been corrected at 6:10 am that morning but wasn't and even apologized that the other Mint representatives were to incompetent to correct this error or even to call me to tell me wht the delay and when in fact i would be able to successfully send text again. the new Rep went to several screens and FINALLY had the origional issue fixed in minutes and told me to turn off my phone for three to five minutes then on again and the problem will be fixed which it was. Mint mobile employess are pathetic, incompetent AND lazy.

  Business Response

  Date: 02/09/2024

  Hello,
  We have resolved this issue and the account should reflect the updates.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/26/2024

  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 am seeking a refund for services I paid for that I have not and will not receive. I paid $88 for a sim card for cellular service. They failed to disclose you have to get your phone unlocked from previous carrier and they can't. They said only will refund within 7 days. It took me weeks just trying to figure out how to unlock my phone, if I even could.

  Business Response

  Date: 01/29/2024

  Hello,
  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/26/2024

  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 left my old carrier to bring my number to Mint, where I bought a brand new Pixel 8 Pro with a 12 month plan. Asked support how to get a new number and ditch my old one, and they told me Mint Mobile only provides the option for a new phone number during the *** card activation process, and since I brought my old number I missed my chance.Then they told me the only way to get rid of my old number and get a new Mint Mobile number was to port out my old unwanted phone number, buy a new Mint Mobile *** card, and I could choose the new mint mobile number option when activating the new *** card.Did this seem ridiculously convoluted to me? Absolutely. But I checked the Mint Mobile website and found an [FAQ](**********************************************************************************************************) that also said getting a new number has to be done during the *** activation process, so I followed the agents steps. Ported out the number and *poof* account terminated. Can't recover it. Never said anything about losing my account or prepaid 12 month plan.Go add insult to injury I later found out that you can simply call customer service and request a new number, and they'll change it for you - easy as that.So when I asked how to get a new number, why in the world would a Mint Mobile support agent guide me into throwing away my literally 7 day old, fully prepaid 12 month Unlimited Plan, forcing me to REPURCHASE an entirely new plan just to get a new number, when all I needed to do was call Mint Mobile and just ask over the phone???Who knows. But they instantly terminated my account. I immediately reached out to support to see if my plan could be reactivated, and if not requested my refund. They waited til the next day to reply then denied it saying I was no longer in the 7 day window. And I have exact time stamps of the moment I activated, the moment they terminated my account, and the moment I requested a refund - all soundly within the 7 day Money Back Guarantee window.

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have been in contact with the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  Thank you, 
  ****************** 

• Initial Complaint

  Date:01/25/2024

  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 am unable to use any data because it will not work. I can be around other people who are using data just fine but mine will not work. I've been calling customer support for the last month trying to resolve this and I keep getting hung up on. They tell me they are going to reset something or check on something and the call gets dropped and they do not call back.

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we have resolved the issue which customer confirmed.
  Thank you,
  ******************

• Initial Complaint

  Date:01/25/2024

  Type:Order 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 signed up for phone service through Mint Mobile and almost immediately started having issues. The initial we placed took more than 3 weeks to be confirmed by them only after I called them to find out where our phones were. Then my husband tried to get another phone and that order was cancelled by their system 3 times. We received no communication from them about those cancellations. In order to get the phones, we applied for a loan through their recommended company affirm. But once the orders started getting cancelled by their system we had nothing but problems. My husband called them multiple times and they kept saying that they needed to push the requests through their back office and he would get emails to confirm anything. We have never received any emails from them about the issues we are having. After such terrible service we decided to cancel the service and contacted them again. This time the service was cancelled but they refuse to send us a return shipping label for their phones. And now affirm is threatening us with consequences if we dont pay for the loan that we applied for. Mint Mobile said they would send an email to affirm to confirm the cancellation which they said would stop the loan. But we keep receiving emails from Affirm about the account being past due. Mint Mobile refuses to do their job and will not communicate with us. Please help,

  Business Response

  Date: 01/31/2024

  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:01/25/2024

  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 unhappy with how I was treated as a customer and am seeking a refund of$********** my wife and I, we had $31 in wallet credit to use as of November 2023. Upon setting up auto-pay in advance, as recommended by Mint mobile, we forgot all about it and went on with our lives. We were charged on January 5th and 6th, **** the balance for a year's worth of service,around $465.Given any families' hectic lives, we left the convenience of the auto-pay to take care of us, which was a convenient feature, except it did not use the credit in our Wallets ($10 and $21 respectively, a $31 total). Upon noticing the full charges on our credit card, we contacted MINT Mobile on 1/25/24. After a lengthy discussion with *******, we discovered a few things: 1. We had to select a button, which defaulted in the app to "Off", to apply the credit from our wallets to our renewal plan. Given it's the first time using the app for this, we set up the renewal and flipped back/forth on the app before committing and therefore must not have clicked "On"to apply the credit. 2. We had 7 days from the time of renewal purchase to rectifythis $31 credit in our wallet towards these new plans. That does not make sense as a policy. Mint uses satellite to bounce signals to millions of people. That is rocket science, $31 refund it not. 3. It is extremely difficult to see Wallet credit on the full website, and there is not an easy way to locate and connect current charges to the use of credit using the website. 4. If we left Mint mobile at the end of the year, we would lose the $31 and it would not be refunded,but would "expire." This is just plain criminal and not fair to customers.After repeated attempts requesting to contact a manager and to file a complaint with Mint mobile, I was repeatedlydenied aresponse to file a complaint. I also understand the wallet credit could be used for roaming and additional data, however don't plan on travel internationally nor plan on purchasing new data; basically that is a sideshow-like response to the question. We have plenty of data for our lifestyles.I am not happy with how Mint Treated us and it is criminal to take wallet credit/not refund us credit in our wallets, that is ours we accrued and a) not apply it to our existing plan/refund the $31, and b) not refund us if we leave Mint Mobile at the end of our term in December 2023.We expectmore from Mint Mobile, and feel treated disingenuously while putting our faith into the companypurchasing a year's worth of plan in advance.In the end, we are looking for a refund of $31, not to use it on next year's plan or to purchase extra data. I added a photo of the wallet credit for myself $10, however like all things Mint Mobile, it is virtually impossible to locate my wife's $21 easily even though I'm the Admin for both of the accounts on the app.Please confirm receipt of this email as if may begin a longer legal discussion.Thank you,*******************, ** ***

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we have resolved the issue with the customer prior to receiving this case.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/26/2024

  
  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:01/24/2024

  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 November 2023, I ordered two lines and two phones under the 55+ plan they offered. We never received the phones and there was difficulty with customer service so we decided to cancel the order and we asked for a refund. After many calls they issued a partial refund but they did not issue $60 of the $307.94. We seem to be getting the run-around each time. I have documented all calls. They have an excuse each time. They appear to use fraudulent ways and are keeping money that is not by right theirs since we cancelled all services prior to activation and never received the phones. Please help us with this because they appear to be a fraudulent company or at the least a valid company using unscrupulous methods.

  Business Response

  Date: 02/05/2024

  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: 03/07/2024

  I would like to re-open the complaint for several reasons:

  
  

   

  1. I received all three update letters from BBB on the same day. Although they were dated a few days apart, they may have been mailed on the same day. Consequently I didn't have time to respond before the decision was made to close the complaint.

  
  

  2. I contacted the business again and was given the same run-around they have given me since November 28, 2023. I have given them my email address, original ticket number, and original order number. Please note that the original email address for the order was ***********************************, which was only used as a placeholder since I didn't have an email address at the time. I have since given them the email address that I am using to communicate with you.

  
  

  3. The credit card company I disputed the claim to was unable to receive a reason why Mint Mobile didn't issue a full refund to me.

  
  

  4. The last time I spoke with Mint Mobile representative told me the reason they didn't issue the remaining $60 was someone had activated the sim on that phone. When I told him the phones were shipped together in the same package (proof is I was only given one tracking number for the package), and that I never received the package and never activated the account, he said he would get back with me and would be sure to have the refund issued. This was several weeks ago and I never did hear from them. Nor did I receive a credit.

  
  

  I read a number of complaints on BBB related to Mint Mobile and there are so many that read the same as mine. Apparently they handle a great deal of their business in the same underhanded and unethical way. And their 55+ plans seem to target senior citizens, which makes it all worse.

  
  

  My desired resolution remains the same: that Mint Mobile will issue the remaining $60 they owe me. 

  
  

  They are a disreputable company and they are, in my opinion, they are conducting fraudulent activities, possibly stealing money from unsuspecting customers: $60 here, and $60 there adds up. Their refusal to do the right thing is, in my opinion, proof of the nature of their possibly criminal business activity and their total lack of integrity. If their actions are not criminal in nature, they should do the right thing and issue the $60 refund for a phone that was never received and service that was never activated.

  
  

  Please reach out to the business one more time to see if they have had second thoughts in continuing their abhorrent manner and perhaps will now issue the refund.

  Business Response

  Date: 03/13/2024

  Hello,
  In regards to this concern, we have taken a second look into this matter and 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:01/24/2024

  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.

  Ordered a phone and phone plan. Company shipped it ***** 2 day. ***** stat on the package for 4 days in *******. Now its sitting in ******** for the last 3 days. I contacted a customer service agent on 1/20. She said to give it one business day and then I could request a refund. On 1/22. I contacted customer service again. That agent said I would get a refund within **** hours. On 1/24 I contacted customer service. They gave me the runaround. Refusing to refund me. Also told me it was my responsibility to fight with ***** and file a complaint with them instead.

  Business Response

  Date: 01/31/2024

  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