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:01/30/2024

  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 January 24, **** I paid $334 for a one year unlimited plan renewal. This plan before taxes and applicable fees is $360.I paid using PayPal which does not let you see which credit card will be charged before payment. Unfortunately, PayPal used a credit card I did not want to use for the plan renewal. That being said, I contacted Mint Mobile for a refund the same day. I spoke with the representative who was able to put the refund request in without a problem. Before authorizing the refund I asked the representative if the $60 credit on my Mint Mobile account would be credited back once the refund was approved. The representative assured me that my $60 credit would be put back to my Mint account. Unfortunately my $60 credit was not put back to my Mint account. The $60 credit was from a promotional offer in June 2023. I attached a screenshot of my transactions from my Mint Mobile account. Here you can clearly see there was $60 added to my account under a adjust order which says funds added. I received my refund to my PayPal account in the correct amount of $334. Despite contacting Mint Mobile representatives, I have been told by two different agents that they cannot give me back my $60 credit for one reason or another. They acknowledge the credit, but will not give me $60 back, even though the credit was unused, as the money I paid was refunded. All I want is the $60 credit, which is rightfully mine, to be added back to my Mint Mobile account. If you do simple math, its obvious that I had $60 in my Mint account since I only paid $334 after applicable fees and taxes for ************* data plan renewal. If I did not have $60 in my Mint Mobile account I wouldve been charged $393. I have spent so much of my time simply trying to get my $60 back. I tried multiple times to contact mint directly, but no one is helping me. Please just give me my unused $60 credit back. Thank you.

  Business Response

  Date: 02/05/2024

  Hello,
  We have resolved this issue and the account should reflect the updates.
  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:01/30/2024

  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 have tried since the beginning of December to return the phone. Finally got the return label and then they sent me another phone the end of December! I called but their customer service people were less than helpful. We sent that phone back as well. I have contacted Affirm to see if they can help me because the phone is financed through them. I just want my money back

  Business Response

  Date: 02/05/2024

  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:01/29/2024

  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.

  Purchased the 3month plan from online on 11/26/2023. I missed the 45day period of activation period and never used this plan at all. But Mint mobile refused to refund the plan I never used...

  Business Response

  Date: 01/30/2024

  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:01/29/2024

  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.

  The first transaction date was November 12th. This took over a month to resolve. The final order was done on the I believe the 18th of December. They then sent the phones. The phones were activated for a short period of time, and by the 22 we were trying to cancel the phone service. Their system is set up in ways that it takes 2-3 business days for responses or replies to inquiries. I went back and forth with them MANY times. They keep giving the response "back office denied it lets try again." They have told me they would send me return labels 5 separate times. Each time "the back office" rejects it. They can never tell me why. They just say it is denied and they can try the process over. The phone service has been canceled for over a month, but they refuse to send me return labels. Each time I spoke to them, they were supposed to Email me with results and log of conversation. EVERY TIME that didn't happen. Every time I contacted after I referenced to them that they were not sending emails. Each time I was told "we will make sure to send you it this time" but it never happens. It takes hours of time practically every phone call. I have dedicated literally over 20 hours on the phone with this company from start to finish. The automated system takes 5 minutes to get through just to talk to a person. Then three or four people later you can speak to someone in "management" that handles these situations. Every time I was assured that they were the one to be able to fix this issue and always failed. I just want to return their phones. Affirm is requesting me to pay for a service i don't have and phones that are not used, sitting in boxes anxiously waiting to be returned. Please help? I am at my **** end with this company. All of the reviews on your website have very similar issues. They need to be stopped from continuing services! I followed their procedures, they did cancel the lines, but won't allow me to return the phones. They have no physical stores to return them.

  Business Response

  Date: 02/07/2024

  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:01/28/2024

  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.

  Order number MT4149106 Ordered a sim card on Dec 13th Never received sim card Contacted customer service on Jan 28th, was informed of ********************************************* replacement sim card. My order confirmation does not mention a 45 day activation window. No warnings were given except for in the fine print.Also, CSR argues that 46 days have passed but they are including both dec 13 and jan 28 in this calculation which isn't fair.

  Business Response

  Date: 02/02/2024

  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:01/27/2024

  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, 
  ******************