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:02/13/2024

  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.

  Sept 9, 2023 I purchased 1 year of service from Mint Mobile for $180. This was a simple cell phone service plan, calling, texting, and data.Feb 11 ****, Mint Mobile changed my plan with the introduction of "Minternational" rendering it useless to me. I'm traveling internationally and with very little notice could no longer receive text messages or calls without paying $10 per day, whereas before it did not cost extra. That effectively changed my $15 a month plan to $315 a month.I ported my number to a different provider who could deliver the basic services I require.I asked Mint to refund half the amount I paid ($90), since they clearly changed their service beyond what is reasonable, and half of the year that I paid has elapsed.They refused to issue a partial refund, and closed my account after I ported my number out.

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

• Initial Complaint

  Date:02/13/2024

  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.

  I purchased two new phones through Mint at the end of January 2023, which I received February 1, 2024. I have not been able to get either phone to work on the Mint network despite numerous calls with support and their tier 2 team. I have tried all of their troubleshooting steps including contacting the phone manufacturer ********** and still cannot make or receive calls. ******** tells me the phones are incompatible with Mint. To reiterate, I purchased the phones THROUGH Mint Mobile FOR Mint Mobile service...

  Business Response

  Date: 02/20/2024

  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: 02/20/2024

  While Mint Mobile has contacted me about the issue and discussion is ongoing, the issue itself has not been resolved. Mint has merely communicated that they are working on it. I would like to keep this case open until resolution is provided.

  Business Response

  Date: 02/27/2024

  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: 03/14/2024

  The last communication from Mint Mobile was received February 26th stating I would receive a call that day. I responded via email on February 27th stating I'd like to schedule a call with their tier 2 resources in order to ensure I would be available. Since I did not receive a response, I responded a second time on March 6th asking for an update. There has been no communication at all from Mint Mobile since February 26th.

  Mint Mobile has not resolved the issue and has not been communicating with us. I have been seeking a resolution since February 1, 2024 with no success. How do we get this resolved? How do we escalate the issue beyond the "Customer Resource" representative/team which is seemingly no longer engaged??

  Thanks,

  ***

• Initial Complaint

  Date:02/13/2024

  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.

  I purchased a $45 weekly international pass with Mint Mobile that didn't work. When I activated the pass in *****, no phone calls would go though. I had purchased the pass specifically to call family members who couldn't text. Additionally, without a working phone, I couldn't contact Mint for a refund. When I returned to the US and requested a refund, they refused because the pass had already expired.

  Business Response

  Date: 02/20/2024

  Hello,
  In regards to this concern, we have provided a one time credit to the account for the inconvenience.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/12/2024

  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.

  Starting in Decmeber I had issues with data not working. After multiple failed attempts to troubleshoot by mint I decided to switch carriers. When I was talking to a mint customer service agent about getting off of mint I was told I would receive a refund for the remaining 6 months I had paid for. I just got an email stating I could not get a refund because it was past the 7 day grace ****** they give. They stopped providing the service I had paid for and will not refund me anything.

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

• Initial Complaint

  Date:02/12/2024

  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.

  INTERNATIONAL ROAMING PASS VALID THRU 2/11/24 AT 3:48 PM... NOT AS PROMISED I PURCHASED SERVICES FOR A 7 DAY INTERNATIONAL DATA AND LIMITED MINUTES AND MESSAGES DATA PLAN FOR AN INTERNATIONAL TRIP FOR ***** USD IN ADDITION TO MY CURRENT PLAN..WHILE ATTEMPTING TO MAKE PHONE CALLS ABROAD I WAS GIVEN AN ERROR MESSAGE SAYING THAT I WAS "BARRED FROM MAKING OUTBOUND CALLS" RENDERING THE SERVICE INCOMPLETE AND NOT AS DESCRIBED. I NEVER USED THE MINUTES PROVIDED UNDER THE PLAN ADVERTISED INCLUDING FOR OUTBOUND CALLS AS I WAS UNABLE TO DO SO DESPITE EXHAUSTED TROUBLESHOOTING TO NO AVAIL BY THE TECHNICAL SUPPORT TEAM AT MINT MOBILE. AN AGENT STATED I WOULD BE REFUNDED DESPITE THE SERVICES HAVING BEEN USED IN PART DUE TO THEM NOT DELIVERING ON THE ***** AND SERVICES PROMISED. I ENQUIRED ABOUT THE REFUND SEVERAL TIME EVEN DURING THE PERIOD THE SERVICES WERE PRESCRIBED OR SUPPOSED TO BE IN USE BECAUSE THEY DID NOT FULLY WORK. I WAS GIVEN THE FOLLOWING REFUND REFERENCE NUMBER ONLY TO BE TOLD LATER THEY WERE NO LONGER CONSIDERING AND WOULD NOT BE HONORING THE REASONABLE REFUND REQUEST. CRT-****** WITHIN 48 HOURS. *** SINCE BEEN TOLD THEY ARE NO LONGER ISSUING THE REFUND.

  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

  Customer Answer

  Date: 02/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable with prejudice for their inability to handle the matter reasonably and directly in advance of initiating a complaint.  I am in receipt and confirmation of their refund as communicated and require no further assistance from the BBB on this matter. I appreciate your service to me and other consumers and am very grateful for your efforts to achieve equity in this matter. I would suggest Mint Mobile take swift action to improve their customer retention and satisfaction efforts.

  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:02/11/2024

  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.

  Tried to leave Mint Mobile to another provider (US Mobile) and they are not porting out my phone number to the new provider. I have found 100s of other complaints like this about Mint Mobile since they were taken over by T-mobile. My account is paid in full.

  Business Response

  Date: 02/12/2024

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

• Initial Complaint

  Date:02/09/2024

  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 phone and also a 6-month sim card from Mint Mobile on a single purchase order (Document # MT4167803) on 16 December 2023. The phone came with a 12-month SIM card and was part of the price of the phone. I received an email from Mint Mobile on 8 Feb that the 6-month SIM card needed to be activated by the end of 23 February **** or it would be inactive and non-refundable. That made no sense, as I already had a 12-month active SIM card. So I called Mint Mobile on 8 Feb and requested a refund for the 6-month SIM card. The refund was refused on 8 Feb, with the Mint mobile rep stating that a refund could only be approved within 45 days (despite what the email said about the 23 Feb deadline). I then requested a credit on my account, which was also ignored by the Mint Mobile ********* ******* should not have shipped me two sim cards if I could not get my use out of them. They also should not have sent me an email stating I had until 23 Feb to get a refund if that was not a true deadline. I insist my money be refunded ($45 plus taxes ~=$50) or credited for the 6-month sim card I paid for and can not use.

  Business Response

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/15/2024

  
  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:02/09/2024

  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.

  Service Issues: Voicemail, Texting, No Ringing 10/12/22 - ************* with Mint Mobile. 10/12/22 - Mint Mobile told me my phone was out of date for their network bands. Purchased new Android phone. 10/13/22 - Mint Mobile issued new SIM to replace their other SIM that wasn't working properly. 01/27/2023 - PRESENT DATE. Began experiencing voicemail and telephone issues with Mint Mobile and the problems have only gotten worse. For months I didn't realize I had an issue and though family/friends were joking about contacting me, but then the doctors started saying they tried to reach me and couldn't. Then I knew I had problems. Have contacted Mint Mobile numerous times, I've been hung up on more times than I can count and have also been issued multiple ticket numbers for the following issues:1. Not receiving all phone calls. 2. Not receiving all voicemails.3. Not receiving all texts.4. All texts not being sent to intended recipient. 5. Voicemail not active. December 27, 2023/January **** - Mint mobile said they would send new SIM card again to fix issue. SIM card arrived, it has only made the issue WORSE!On numerous occasions I have told them that I am experiencing texting issues with my iPhone account as well. That account works approximately 50% of the time. It is our only phone that appears to be working half the time. Issues with my Android phone line are getting worse. Just this last week my voicemail has stopped working entirely and the line just rings and rings. Sometimes, the line doesn't even ring through to me (again a problem that has been occuring for a year now) but on their end, the caller just hears ringing and no voicemail (problem that has begun this past week).No one has resolved this issue and the problems are getting worse. Everyone says they are sorry and they will escalate the issue to the engineers but no one ever fixes the problem.

  Business Response

  Date: 02/16/2024

  Hello,
  In regards to this concern, we have conducted extensive troubleshooting and investigating into the customer's tickets.  We have confirmed that calls are routing to voicemail, coverage is available in the service area, and the device is provisioned properly.  We have also provided a one-time courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/09/2024

  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.

  On January 27, I transferred my Xfinity number to Mint Mobile, and signed up with their trial plan. After activation, I learned that my unlocked phone *** K51) is not compatible with Mint Mobile (even though it says it is on their website). I requested a refund a few days later, which they granted. Then on February 3, when I tried to transfer my number back to Xfinity, **** told me that they could not port the number from a trial plan and that I needed to sign up for a full plan in order to do this and that after signing up for the full plan, I could request the account ID and transfer pin from them, and then request a refund as a work-around. So I signed up for the full plan that day ($114.71) and received the pin and account number a couple days later. When I tried to get the refund on February 7, they denied it (twice). This has cost me $114.71 just to transfer the number back to Xfinity.

  Business Response

  Date: 02/15/2024

  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:02/08/2024

  Type:Customer Service 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.

  T-Mobile is degrading the ************ well below what it was prior. Shame in the *** for allowing this. They've broken voicemail and removed the chat support that was so easy to use in app. No communication was sent alerting people that they must opt-out of T-Mobile selling their data and no notification to mandatory visual voicemail app installation. (i.e. Mint users didn't previously have a voicemail app)

  Business Response

  Date: 02/13/2024

  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: 02/13/2024

  
  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. You caused me pain during chaotic times in my life both in September 2022 and last week. Your cost cutting and negligence has consequences.
  
  Regards,
  
  *******************