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:02/08/2024

  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 bought an unlocked iPhone 14 Pro through a US retailer. Per the retailer, this phone is subject to the "Flex reseller policy" which allows the first carrier the phone is activated with to lock the phone.I discovered my phone is locked with Mint Mobile. They claim that this cannot be the case because they only do this for phones they sell. They asked me to contact Apple and the retailer, both of whom confirm that only Mint can lock and unlock the phone.Mint states they have the technical capability to unlock the phone but refuse per policy.I believe this phone has been carrier locked in error which Mint refuses to acknowledge. Their actions are in direct violation of FCC CTIA code.

  Business Response

  Date: 02/15/2024

  Hello,
  In regards to this concern, we had attempted to but were unable to unlock the device due to the flex lock.  The customer will need to work with the original device reseller for refund.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/08/2024

  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 three month phone contract from Mint Mobile on January 6, ****. I made this purchase because I was about to go on a trip to ******, because it had an international option to stay in touch with my friends and family through a pay as you go program.In February of ****, Mint suddenly changed changed their international policy, so that it now will cost me hundreds of dollars a month to have the same service.This is not affordable to me, and is not what I agreed to or expected when purchasing my service. I would like a refund, because the service is not what Mint had said they would provide.I contacted Mint costumer service, but they did not give me an option to get a refund, stating that I am in a contract. But I believe that the contract trust has been breached, and that the service is not what they were claiming to offer. This has left me unable to contact my friends and family, and I would like a refund so that I might find another source for phone service.

  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: 02/15/2024

  
  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:02/07/2024

  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 tansferred my cell number to a different carrier.Before transferring my number, the customer service rep told me that I will get refund of approximately $85. Upon transfer, the customer service rep told me that there will be no refund for the remainder of 7 months of my plan.

  Business Response

  Date: 02/13/2024

  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: 02/13/2024

  HI

   

  The business has contacted me to inform me that they are working on my request but it is NOT resolved yet.

  Once they have fulfilled my request, I will be able to close out this case.

   

  Thank ****.

  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: 02/26/2024

  
  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:02/07/2024

  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.

  The $141.82 we were charged on December 15, 2023, was for a 12-Month, 5GB plan of service (order number ********) for my wife ********************** phone **************.We were charged this $141.82 while on the phone with a Mint representative who promised that the amount would be less and also promised a refund.This service was canceled on December 17, 2023, and we ported her number away from Mint Mobile to use the service that we purchased from Mint Mobile with the phone.We have been with Mint Mobile for a few years. Mint was offering a package for a phone ****** Pixel 7 Pro and 12-Month, 5GB plan of service for $431.75. We purchased 2 of these packages, one on November 27, 2023, and the other on December 6, 2023. In order to activate the service purchased with the phone we had to port out our number (i.e., leave Mint Mobile) and then activate the new service by porting the number back in. I was hoping to avoid that hassle and talked with a Mint representative multiple times on December 15, 2023. She promised us a lower price and we could give the service to someone else, unfortunately it did not work out the way she promised, and we had to port out the number.I have called Mint multiple times since then, including again on January 31, ****. When they look at the account, they do not see the $141.82 charge from December 15, 2023. I believe this is because when we ported the number out and then back in using the service purchased with the phone the old account information is no longer available.Please let me know if I can provide any more information or discuss the situation. We should be refunded the $141.82 because that service was cancelled 2 days later so that we could use the service we purchased with the phone. Thanks!

  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

• Initial Complaint

  Date:02/07/2024

  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.

  On 1/1/24 I ordered 2 IPhone 15 Pro cell phones and prepaid 12 months of service for each with order #MT4293283 from Mint Mobile. I received the phones on 1/5/24 and activated 1 of them. While trying to activate the 2nd phone Mint agent told me that since I was starting a totally new line the 12 months of service on this phone would cost double. I said I didn't want this phone or service at the new price and requested a return. On 1/7/24 I received an email stating that I would receive instructions and a ***** return label soon. On 1/11/24 I emailed the same agent stating that I never received the label or instructions. On 1/12/24 I received the instructions and label to return phone. On 1/15/ ***** accepted the return and package was received by MInt on 1/22/24 (confirmation attached). I also emailed the Mint Rep the same day stating receipt of delivery was received. On 1/23/24 rep emailed back saying case was a priority. On 2/4/24 same rep emailed me saying they still haven't received confirmation from the department that received the phone which was 14 days after confirmed receipt. I am still waiting for my refund of $1342.21.

  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.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/07/2024

  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.

  Mint mobile customer service non-support and disrespectful behavior of customer service. I have never been treated ever like Mint Mobile rudeness and disrespect. I am an ******** citizen, *** and electronically geek disabled too. OVER 18 hours of stress attempting to activate phones. Lies, more lies, disrespect and more disrespect. Representatives in other countries or islands that are rude, disrespectful and Im a gentleman who has finally hit the wall.

  Business Response

  Date: 02/13/2024

  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:02/05/2024

  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.

  Since I began using mint mobile .. got their package in the mail inserted their **** and activated their service. So from day one. They assigned me a phone number and I could never use voicemail couldn't access it and the name of the girl who mint mobile assigned my number to before me has remained the name that comes up on caller ID. I ve called countless times. At least 8 in one day alone trying to get them to reset their information so my name goes with my number and I can get voicemail. But nothing they tried ever fixed their problem and if you call me today. Six months into mint mobile service you LL get some chick named ******* s voicemail for which I can't access and my name will come up as her name I still get her texts and calls and going with out voicemail for 6 months has caused all kinds of problems and lost opportunities . It's caused people to give up trying to reach me it's caused alit anger and misunderstanding. At the very least mint mobile owes me all the money I paid them for service back in my checking account that's the least they need to do I'd be glad to accept my money back and go elsewhere.

  Business Response

  Date: 02/12/2024

  Hello,
  In regards to this concern, we have contacted the customer and also provided a courtesy credit for any inconvenience.
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:02/05/2024

  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.

  Mint Mobile misrepresented their cell phone plan on ******* with actor ************************* as only being $15.00 a month forever (as long as you want...his exact words). After receiving the plan I find out it was a complete lie. I cancelled within 3 days and went back to Spectrum. Mint Mobile unconditionally guaranteed a full refund if cancelled within 7 days...I meet these requirements 100% by cancelling in 3 days. Mint Mobile also double charged me in the amount of $55.13 (I just verified this with my bank [2-5-2024] and they confirm yes, I was double charged on the same day 9-28-2023). Mint Mobile states this is false...they only charged me once...which is another lie. I called Mint Mobile today 2-5-2024 @ 1:50PM Central Time to allow them to correct this problem before filing a complaint with you (BBB). Mint Mobile failed miserably to refund my full amount of $110.26 due...as a matter of fact they haven't refunded me even for 1 charge of $55.13. I've got bank statements to prove they double charged me and the bank confirmed they double charged me, but **** (manager of Mint Mobile *********************************************************************** ph#************) ****** we (Mint Mobile) only charged you once...wrong again. I thanked **** for his time and told him I would now continue with my complaint against them with the Better Business Bureau. Please help me recover my money from these crooks. I thank you in advance and greatly appreciate your assistance.

  Business Response

  Date: 02/12/2024

  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: 02/12/2024

   This is only 50% of the money due me for my full refund as promised when I signed up. I have this in writing. I could cancel within 7 days for a full refund. Mint Mobile double charged me and were even provided proof of these charges from my bank. So what does Mint Mobile do...only give me half. So no, I'm completely unsatisfied with this response and now waiting for the other 50% of this refund due **** ask you...would you be content with only 50%?
  

  I thank BBB for going to bat for me with this complaint against Mint Mobile, but ask BBB to keep this complaint open until I received the full amount I'm ***********. Please keep me informed on any further news from Mint Mobile. If it was up to me I would keep this complaint pinned to Mint Mobile's BBB report against them. People need to know what I'm going through...so they won't get flimflammed like I did.

  Thank you,

  J.K.

   

  Business Response

  Date: 02/16/2024

  Hello,
  In regards to this concern, we have processed the refund for the second charge.  We apologize for any inconvenience.  Please allow up to ************************************************* your account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/23/2024

  I received the second half of my full refund and you may now show this complaint as resolved. Thank you so much for helping me recover my money from Mint Mobile. I couldn't have done this alone...your presence is what made the difference.

• Initial Complaint

  Date:02/04/2024

  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 never received a portion of my order placed on October 31 2023 and I have also not been refunded despite several communications. I ordered 3 SIM cards: (1) 3 month unlimited package and (2) 3 months 15 GB. However, I only received ************* and (1) 3 months 15 GB SIM cards. I'm still waiting for the 2nd 3 months 15 GB SIM card.

  Business Response

  Date: 02/09/2024

  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:02/04/2024

  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 January 4, **** I activated with Mint Mobile and prepaid for 6 months of service. My plan included data roaming txting and voice calling on a per use basis. Without notice I was informed that roaming would now only be available on a per day basis for $10. Meaning if I made 1 phone call or sent 1 txt it would cost me $10 instead of the 2 cents per text or 6 cents per minute calling. In addition unless I purchase the roaming plans for each day I travel, I cannot receive phone calls or texts. The calls are not routed to voicemail either. Mint says I should connect to WiFi to use my phone, However i do not always have WiFi access. My phone worked perfectly before the abrupt change. I would like the option I signed up for to be made available.

  Business Response

  Date: 02/09/2024

  Hello,
  In regards to this concern, we are unable to provide the discontinued service/product the customer requested however we have provided a courtesy credit for any inconvenience.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while not satisfactory it is clear that they will not be providing the service agreed to. Their offer to credit $25 is very low. Unfortunately it seems pointless to proceed further and while dissatisfied will consider the matter closed.  
  
  Regards,
  
  *********************