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:02/16/2024

  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.

  Mint Mobile is advertising and phone reps are selling $15 per month in 3 month terms even after the into period. THIS is what I agreed to when I signed up, but then as soon as my phone numbers are ported over to Mint Mobile SURPRISE : suddenly there's these NEW ****************** requiring a 12 month Term in order to keep the same price. This is what is called a "Bait and Switch" scheme. Your business is NOT being Transparent or honest when selling your product - and not just with your phone reps - also when looking at your pricing online TODAY:****************************************************** You see how you show the 5 GB/mo plan at "Regularly $15/mo " ? "15GM/mo REGULARY $20/mo" ? "20GB REGULARLY $25/mo"? etc? THIS is what I was basing my decision off of as well as speaking with SEVERAL of your phone agents on this same day - ALL of them confirmed that after the 3 month promo period the 5GB/mo plan would remain at $15/mo on 3 month terms since that's what the REGULAR price is outside of the promo period anyways. But it turns out this is NOT the case.Your company needs to train your phone agents on what they're actually selling AND you need to correct your marketing material to reflect what their options will be AFTER the 3 month promo period so we can make Accurate educated decisions. This is NOT an ethical way to do business. Again: I never heard one word from Any of your agents about 12 months Anything until After our phone numbers had been ported in over to Mint mobile: a ******************** make this right for me as well as all of your other misinformed customers. I want what I was sold: $15/mo on 3 month terms (including After the promotional period )Thank You,The phone numbers on our account with ********************** are:************** And **************

  Business Response

  Date: 02/23/2024

  Hello,
  In regards to this concern, the price of the plans after the promotional period can be found here:  ***************************************************; For any inconvenience, we have added a courtesy credit to the customer's account.
  Thank you,
  ******************

• Initial Complaint

  Date:02/16/2024

  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.

  My parents signed up for Mint Mobile, committing to pay $75 every 3 months for 2 lines. Over the last few months, Mint charged their card more than $600, while simultaneously deactivating one of the two lines for non-payment. Moreover, when they travelled and paid extra for roaming, there was no signal or internet service in any of the countries. We tried to call customer service multiple times. Every time they cannot explain all the extra charges, pretend that they never received payments and suggest we take it up with our bank. For example, a few of the charges say "member restore" but the plan has been on auto-renewal the whole time. Every call to customer service ends with them hanging up on us without even attempting to understand or solve the issue. Or, they put us on hold and never come back. It's been a nightmare experience to try to get any answers, and their entire service appears to be a scam.

  Business Response

  Date: 02/22/2024

  Hello,
  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/16/2024

  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.

  The phone number ************ was with mint mobile and the service was going to expire within a few days (this was about 1.5 weeks ago) and my grandmother was looking for a more affordable option so we were going to port her number out to a different carrier but was told we need to have active service in order to port the number out. Mint mobile only offers 3 month plans, so I spoke to a representative on chat who explained to me that I would be able to get a refund for the service not used after porting the number out. I went ahead and prepaid the 3 months of service and ported the phone number out within a few days.I waited a few days for the refund and it never came. I just got finished chatting with a representative who now is telling me because the number is not active they will not process a refund. This is the exact opposite of what the representative told me on the chat. These chats are recorded, I encourage a rep to go back and read the log. I was lied to. Now I paid for 3 months of service that I used 2 days of. Totally unacceptable

  Business Response

  Date: 02/21/2024

  Hello,
  In regards to this concern, we have confirmed that 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

  Customer Answer

  Date: 02/22/2024

  
  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:02/16/2024

  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.

  Upon activating my phone, it was not able to call out or receive calls. I called them a couple times and they tried to help me troubleshoot, but was never able to get my phone working. I took it to another service provider who told me the *** card was good, but the phone was likely defective. He showed me how to do a hard reset, which I did twice, still not able to make or receive calls.I activated my phone on 2/11/24 and the website states that they will refund you with-in 7 days of activation if you return it. I emailed a request for a refund as well as called prior to this 7 days to be told Im outside the window of refunds as I received the phone prior to the 7 day window (order was delivered on 2/2/24). I emailed back but have gotten no response on whether they will honor what they state on the website. After looking I see that there is additional text on other pages about the return process, which is misleading as the advertisement had stated you could return within 7 days of activation.I requested a refund via email and by phone for $509.50 after spending a couple hours trying to get my phone working and ended up without a functional phone for 5 days. The customer service people I spoke with over the phone were nice, but otherwise, this process has been frustrating and negative.

  Business Response

  Date: 02/21/2024

  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:02/15/2024

  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 had been with Mint for a while and paid for 3 months of service at a time. I renewed on January 25, ****. I decided to transfer to another carrier about 8 days later. They refuse to any of the unused plan.

  Business Response

  Date: 02/21/2024

  Hello,
  In regards to this concern, we have confirmed that 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

  Customer Answer

  Date: 02/22/2024

  
  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:02/15/2024

  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 bought a phone from the Mint Mobile website and it arrived February 1st. The phone would not make phone calls. I called Mint Mobile and they tried some trouble shooting things. It did not help but I thought I had been able to make a call by putting the old SIM card in. A few days later we tried to make a phone call and it did not work. I called Mint Mobile again on the 9th and a ticket was submitted and they said since more that 7 days had passed there was nothing they could do. I was not happy but I said fine. I then contacted ******** the manufacturer of the phone and was told to take it to a local authorized dealer. The fix it place said there was nothing they could do. So I again contacted ******* and sent it to them to fix. I then received a voicemail from ******* saying that the phone was a demo phone and there was nothing they could do and they were returning the phone to me. At that point (the 14th) I called Mint Mobile again. I explained that I ordered a new (or what I expected to be new) phone and that was not what I was sent. After another very long phone call, I was told a supervisor would call me back to arrange the refund. I never heard back from the supervisor. Today, on the 15th, I again called Mint Mobile to determine why I had not heard back. Apparently the super visor was not there today. I asked to speak to a supervisor who was working. I spoke to a gentleman who said he was going to submit a ticket to the warehouse and I should hear back in another 48 hours. I am very afraid that I will be given another run around about a phone that should have never been sold. On top of everything I have to wait for the phone to be delivered from ******* to be able to send it back to Mint Mobile if they request it back (which is likely0>

  Business Response

  Date: 02/21/2024

  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: 02/22/2024

  
  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:02/15/2024

  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 ordered a phone plan with mint mobile and through the process they send you an activation code for the sim card. I forgot to activate it beyond the company's ************************************************************** a refund, they refuse.The cost of activating a plan for 1 month is $30, I paid for 3 months - about $90.Having not used the phone service at all, and not activating the plan, the company will not provide a refund for the unused services.If it costs $30 to get set up and use the phone service for 1 month, the other two months are only costing them the use of the service. At the very least I should get refunded for 2 months of service i never used. This is theft. The transaction between me and mint was not completed until I activate the service and use it. At the very least they should provide a refund for everything that didn't cost them money to just set up the account.

  Business Response

  Date: 02/16/2024

  Hello,
  In regards to this concern, we have confirmed that 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:02/15/2024

  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.

  On 26 Jan ***** I ordered a ******* Galaxy S23 FE phone from Mint, order # MMO_385120. ***** left it on my porch the afternoon of 2 Feb. Over the following days, I worked on getting my apps, data, photos, etc moved over from my other phone, but kept having trouble. Continually unsuccessful, I finally took the phones to a technician. It was then that I realized the new phone didn't have the amount of storage I expected it to have, which is why I had trouble moving my data over. I checked the details of my order and the product description on the Mint site. There was no mention that this phone was a model with only 128GB of storage. My assumption when ordering was that it would have 256GB, the same as my previous phone, since it was not mentioned. I attempted to initiate a refund through the Mint site on 11 Feb, but it appears it did not go through because by this time, I was just beyond their 7-day return period. I contacted Mint via their chat option on 12 Feb to inquire. The **** ******** told me I would get email with return instructions in a couple days. I didn't get anything, so I contacted again via chat on 14 Feb. The **** **** and the next level **** ****** would only respond that Mint policy is to not allow returns past 7 days. Since it took me more time to realize the phone had decreased storage, I am apparently left with an expensive phone that I cannot use. It still appears brand new, and I have the packaging. Had it been specified this phone had only 128GB storage, I would not have ordered it. Through good faith, I expected 256GB. I would really appreciate some assistance with an exception to their 7-day policy, in light of these circumstances.

  Business Response

  Date: 02/21/2024

  Hello,
  In regards to this concern, a return was authorized for the order and the customer will be able to return the device for a refund.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/24/2024

  
  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.
  However,  because I am currently out of town, I will need time to return from my travel before I can package the item and return it. I anticipate that will be in the first week of March.
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/14/2024

  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.

  Order MMO_374154 Return MMO_RMA_02287 My order package was damaged, did not want to risk opening it, so I initiated a return. I was provided a return label, and returned the item in its sealed original packaging. The return label provided by Mint Mobile is tracking ********************** and their own RMA system shows they received the return on Jan 8. However to date, they still have not refunded my card, and numerous back and forth emails from their incompetent low-level employees has me convinced I need management here to finally refund my order. First of all it is so hard to get any communication from Mint Mobile, they offer no return support at all, and their Chat is the only option and those robots don't know anything. Mint has this return platform: ******************************************************************************************************************************** and you can see on 1/11 and 1/22 I sent messages on there alerting them to the delivered package, but the messages went unanswered, and by January 26 I submitted a form I found on their website for a refund, and that initiated a message thread via email that is also attached. They just keep saying the same thing, and this has dragged on for 35 days now since they received the delivery. They are very negligent because I alerted them twice early on, and now their warehouse definitely has misplaced my return and failed to refund me.

  Business Response

  Date: 02/22/2024

  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

  Customer Answer

  Date: 02/22/2024

  
  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:02/14/2024

  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 new phone with a one year plan from Mint Mobile on 5/30/2023. I already had a plan with Mint at that time which ended 8/23. I tried to activate the new e-*** that came with my phone at that time but it didn't work. On 8/22/23 I spoke to a Mint rep who tried to activate the e-*** with a new phone number and temporary password but it didn't work. I called back and another rep suggested I request a refund and purchase a new plan after the refund had processed. On 8/31/23 I received an email that the refund was denied due to the request being made over 30 days since the purchase. I responded to the email re-explaining the situation and received a response on 9/5/23 to call customer service. On 9/20/23 I spoke to a rep who said he would put in a help ticket to have a physical *** card sent to me for the year plan that I had purchased and he gave me a support ticket number. On 12/11/23 I called to check on the status and was told that it was still being investigated but I would get an email with a ***** tracking number when the *** was sent. I called again on 1/26/24 and the rep said he was processing the order which would finalize by the next day and I would get an email with the ***** number in 1-2 days. I received nothing. On 2/14/24 I spoke to another rep who said there was never an order for a new *** and if I needed a replacement it would cost $9.95.I purchased a year plan with Mint Mobile, for $120, that I was unable to use due to the product not working and they have refused to send a replacement. Additionally, several reps had apparently lied to me about the status of my replacement throughout a 5 month period since I was told a replacement would be sent. During that time I purchased another 6 month plan so that I wouldn't have a lapse in service.

  Business Response

  Date: 02/20/2024

  Hello,
  In regards to this concern, we have confirmed that 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

  Customer Answer

  Date: 02/20/2024

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