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:02/02/2024

  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 and service on 12/20/2023 for a total of 281.41..order# MT4185898. I realized i ordered the wrong phone. I contacted Mint for a return/refund. I return the still sealed new phone with a label they provided and they received the phone (tracking ************* fed ex) on January 8th,2024. I was told my refund was approved but keep getting the run-around about actually getting it. I have had numerous emails from one of their employees (*****************************) who has told me the warehouse has not confirmed it was received a few times. On his last email, he addressed the message " Dear *******" which shouldn't have happened because this was an ongoing email exchange where he addressed me as my correct name (came) earlier in the thread.I have proof my phone was received. I sent back an unopened, unused, mint condition phone and cancelled that particular service period and still signed up with Mint with a different phone I supplied and started another trial service with them. There is absolutely no reason I should not get a complete, full refund.

  Business Response

  Date: 02/05/2024

  Hello,
  In regards to this concern, we have taken a 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: 02/05/2024

  
  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:02/01/2024

  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 refused to give me a refund when their network failed to provide data for weeks on end. I asked for a refund and they said I had exceeded the five day allowance for a refund. However, because I was forced to switch carriers because of an outage, not because of buyers remorse, I appealed for a refund and filed a complaint here with the **** Then, they contacted me apologized and promising me a refund within **** business days. They never contacted me again and I still have not received my refund, which is why I am now giling another complaint. Mint Mobile is a horrible company.

  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

• Initial Complaint

  Date:02/01/2024

  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 became a new Mint Mobile customer in November 2023. They had a promotion where all their plans cost $15 a month including the Unlimited Plan. I signed up for the Unlimited Plan for $15 a month for 3 months at a total price of $45. For new customers, in a box titled "Intro offer to new customers", on the web site at that time and as I type this it says that new customers can sign up for an intro offer for 3 months. It continues to say "Our 3-month plans let you try us out for our lowest possible price-starting at $15/mo." This does not specify which plan.The last line in the box reads "Once your 3-month plan is up, you can renew into a 12-month plan to keep the same monthly rate." My 3-month plan is up and due to renew on 2/4/24, I want to renew for 12 months, and I want to keep the same monthly rate that I signed up with. Since I am trying to renew for the first time after signing up I should fall under their new customer intro offer. I want to do exactly what they advertise but they won't allow it.I have called twice and also spoke to a supervisor and, obviously, they don't agree with me. Their T&Cs have a pre-arbitration clause that says that I have to call ************ to give them a chance to rectify the issue. I did call but that goes to Ultra Mobile, whomever they may be. Two customer support agents and ****, the supervisor, said I could renew for 12 months at $15 a month, like I want to, but it has to be for the 5GB plan.The 1st month of service I had problems, I couldn't receive incoming calls, they'd go straight to voicemail. After many calls and hours on the phone I finally asked to speak with a supervisor. He sent me a new SIM card and that solved the problem. Now I encounter this. I am happy with the service and would like to continue with Mint Mobile but this feels like a rip off. They should honor what they advertise.Thank you

  Business Response

  Date: 02/08/2024

  Hello,
  In regards to this concern, we have provided a one-time courtesy credit.  If the customer renews they will need to select the correct rate plan.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/01/2024

  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.

  On Wed, Nov 29, 2023 at 12:47AM my mother purchased me a phone from the Mint Mobile website. I have had an account with ****************** since last year, but my phone broke, so I had to get a new one. My mother had the phone sent to my house. Once I got the phone, I tried to connect it to Mint Mobile by downloading an **Sim. An error occurred, so I called Mint mobile to ask them to help.Over the past two months, I called Mint mobile trying to get them help the **Sim download. Eventually they told me it wouldn't work because my phone was locked to another carrier (even though my mother bought the phone from their site - the order number is MMO_364333.) They told me to call ****** to resolve this. ****** was unable to unlock the phone because they are not a cellphone carrier. I also called T-Mobile, but they were also unable to unlock the phone.I then called Mint mobile to have them exchange the phone. Mint tranferred me to a company called Affirm that deals with loans. The Affirm agent had no affiliation with Mint or knowledge of anything that could help me. The best advice I got was to contact Mint, which I've already done many times. This phone is defective and I need it replaced. The whole time I've also been paying for Mint's service.Mint is unable to help me and they do not even have an email where I can explain what is happening. I need help in order to get Mint to exchange my phone for a working one that is unlocked.

  Business Response

  Date: 02/16/2024

  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:02/01/2024

  Type:Order 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 10, ****, I discovered that text message services were no longer working with Mint Mobile. I could send text messages but no one is receiving them. I reached out to Mint Mobile numerous times in attempts to resolve this issue. Every single time Mint Mobile agents would do a different type of "reset" and then disconnect me from support and ask me to wait 30 mins or longer before trying the text message service. Every single thing this problem would not be solved. After nearly 10 days without text services, I refused the usually "reset" that Mint Mobile agents offer and they told me the "escalated" the issue to the technician team. But again, this was the same roundabout tech support that does not solve the issue. Finally, I gave up and filed an FCC complaint against Mint Mobile. The very next day, I get a text from Mint Mobile saying they are resolve this issue and this problem with text services will be fixed on 02/01/**** at 10:20 am. Oddly specific, nonetheless, it is pass that time and text service is still not resolved.

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have confirmed that the customer had message blocking active and we were able to remove it to resolve the issue.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is frustrating the the business will never refund me for the 3 weeks that I did not have services but I guess asking for fair treatment against big corporations is a fantasy. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:02/01/2024

  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.

  Believe customer service reps in ******************************** targeting mint mobile customers. Denied access to 2nd esim. Think stealing it. Also multiple security problems with their service & using hotspot to connect to other services like a visible cellular esim #. Could be visible problem too since esim imei for visible in chat help was same as mint mobile imei. Suspect intercepting chat room help room. And attempted spying phone malware, etc. service doesn't end until 8/15/24

  Business Response

  Date: 02/07/2024

  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: 02/26/2024

  I received a letter dated 2/9/24 in an envelope postmarked 2/12/24. I received that letter by mail 2/16/24. That is not within the must reply within 5 days limit you gave me for disputing further. Hence the complaint ID above. 
  
  This is to inform you that I have not received any refund from Mint Mobile to a credit card that I am aware of. I need an amount being refunded. 
  
  In addition, as of this morning 2/22/24 6 am CST, calling my # with them ************ only says the subscriber cannot accept calls at this time. That is NOT canceling my # which is all I asked. 
  
  Mint Mobile customer support refused to authorize my final free esim with them. I am old. The questions they ask don't make sense to me. An esim is required to access your account for a phone code. The phone code keeps me from accessing my account to fix my own esim replacement. 
  
  However I think mint mobile people accessed my phone illegally during these help sessions. 
  
  I want the # cancelled! If the refund is to my account with them only I'll never be able to access it to use. Nor would I want to. 
  
  You're delayed mailing took 4 days. Before postal delivery. It's absurd that you demand a reply in 5 days. 
  
  Solve this. I prefer a mailed letter for visual reasons. But You may use this email to contact me.
  
  Thank you for reopening this complaint. I do not want to go through a news agency. If you can't resolve it, I'll try a liw income attorney. Mint Mobile help is not helpful. I've been without a phone # for ages now. 
  
  Complaint ID ********. 
  *****************************

  Business Response

  Date: 03/04/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued back to the original payment method used for the renewal.  Please allow up to 7-10 business days for the funds to be credited back to the customers account.  We have also confirmed that the phone number/account has been suspended per the customer's request to cancel the account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:02/01/2024

  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.

  I have been unable to settle with this company, and now I have a bunch of trash and they have my money.

  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: 02/05/2024

  I'M SORRY BUT I DO NOT KNOW HOW TO SEND THE EMAILS TO YOU. THEY HAVE NOT RETURNED ANY OF MY EMAILS IN ABOUT THREE WEEKS AND THEY CALLED ME ONCE YESTERDAY 2/4/24 SUNDAY MORNING. i WAS NOT HOME AND WHEN I  CALLED THEM BACK THE GIRL SAID THAT SHE DID NOT KNOW WHO **** WAS.  **** CALLED ME WHEN I WAS TYPING THIS  HOPEFULLY THIS WILL BE SETTLED SOON. THANK YOU 

  Business Response

  Date: 02/12/2024

  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: 02/14/2024

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

  Customer Answer

  Date: 03/05/2024

  **** at Mint Mobile told me that when he got the phones back from me that within two hours he would return my money, Well I got the return label from him saturday 2/17 and my son took the package to ***** Monday 2/19 and dropped it off. His company received it Monday 2/26 at 11:34am and it was signed for by M *****. I sent **** 2 messages and he has not returned either of them, Now he has the phones and my money. I have nothing.

  Business Response

  Date: 03/11/2024

  Hello,
  In regards to this concern, we have confirmed that a refund has been issued. Please allow up to 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/31/2024

  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 mint mobile service is erratic at best and awful a lot of the time. I have currently an excellent connection for mobile data yet I can't even run a basic game of chess

  Business Response

  Date: 02/07/2024

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

• Initial Complaint

  Date:01/31/2024

  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.

  Trying to port out an ATT business line to mint and getting nothing but run around. Apparently mint won't take the number unless its personal and that forces me to seek another provider as I do not want a to be stuck on personal ATT phone account for at least 30 days before they will transfer then number. Demand this is stated clearly on the web site when selecting a plan.They refuse to transfer the number so I am seeking a refund for temp phone # **************. Talked with them till I was blue in the face and got nowhere and a headache.

  Business Response

  Date: 02/05/2024

  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:01/31/2024

  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 11/20/2023, I bought and received a phone from Mint Mobile, order number MMO_361189. I had signed up for a 1 year plan with them under the 55+ plan. The phone they sent me was the wrong color. I had requested a blue phone and they sent me a white phone. I contacted them and was told that they would exchange the phone and would send me a shipping label to send the old phone back. I never received a shipping label so called them back on 12/24/2023 and was told that they were sorry and that the phone would be replaced, giving me a return authorization of CRT_105988. Still no shipping label was sent. I called them back on 12/31/2023 to again request that the phone be returned. At this point, the representative listened to my complaint and was told that they would expedite the return but the only way they could help me was to activate the phone and gave me a phone number. I did not want the phone activated. No shipping label was sent. At that point, I gave up on the color and decided to just use the phone. It did not work, if you tried to call out it would immediately go to Call Ended and if you tried to call in, it would go straight to voicemail. Texts worked but not calling. I had a mobile repair friend contact them and after over 30 minutes of working on the phone, she was told that the phone would not work on Spectrum wi-fi but would work just fine on regular calling. I tried the phone outside with no wi-fi and full bars. It still didnt work. On 01/04/2024, I called at 6:30pm I called and spoke with **** and **** who gave me a second return authorization number of CRT_108875. When I still did not receive a shipping label, I called on 01/08/2024 and spoke with **** stated I was past the return period but that he would personally talk to the back desk & get it done. I called on 1/31/2024 and was told no refund due to past the return period but that it was still covered under ******* warranty. I want a full refund at this point from Mint Mobile.

  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