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:01/25/2024

  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 unable to use any data because it will not work. I can be around other people who are using data just fine but mine will not work. I've been calling customer support for the last month trying to resolve this and I keep getting hung up on. They tell me they are going to reset something or check on something and the call gets dropped and they do not call back.

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we have resolved the issue which customer confirmed.
  Thank you,
  ******************

• Initial Complaint

  Date:01/25/2024

  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.

  We signed up for phone service through Mint Mobile and almost immediately started having issues. The initial we placed took more than 3 weeks to be confirmed by them only after I called them to find out where our phones were. Then my husband tried to get another phone and that order was cancelled by their system 3 times. We received no communication from them about those cancellations. In order to get the phones, we applied for a loan through their recommended company affirm. But once the orders started getting cancelled by their system we had nothing but problems. My husband called them multiple times and they kept saying that they needed to push the requests through their back office and he would get emails to confirm anything. We have never received any emails from them about the issues we are having. After such terrible service we decided to cancel the service and contacted them again. This time the service was cancelled but they refuse to send us a return shipping label for their phones. And now affirm is threatening us with consequences if we dont pay for the loan that we applied for. Mint Mobile said they would send an email to affirm to confirm the cancellation which they said would stop the loan. But we keep receiving emails from Affirm about the account being past due. Mint Mobile refuses to do their job and will not communicate with us. Please help,

  Business Response

  Date: 01/31/2024

  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:01/25/2024

  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 am unhappy with how I was treated as a customer and am seeking a refund of$********** my wife and I, we had $31 in wallet credit to use as of November 2023. Upon setting up auto-pay in advance, as recommended by Mint mobile, we forgot all about it and went on with our lives. We were charged on January 5th and 6th, **** the balance for a year's worth of service,around $465.Given any families' hectic lives, we left the convenience of the auto-pay to take care of us, which was a convenient feature, except it did not use the credit in our Wallets ($10 and $21 respectively, a $31 total). Upon noticing the full charges on our credit card, we contacted MINT Mobile on 1/25/24. After a lengthy discussion with *******, we discovered a few things: 1. We had to select a button, which defaulted in the app to "Off", to apply the credit from our wallets to our renewal plan. Given it's the first time using the app for this, we set up the renewal and flipped back/forth on the app before committing and therefore must not have clicked "On"to apply the credit. 2. We had 7 days from the time of renewal purchase to rectifythis $31 credit in our wallet towards these new plans. That does not make sense as a policy. Mint uses satellite to bounce signals to millions of people. That is rocket science, $31 refund it not. 3. It is extremely difficult to see Wallet credit on the full website, and there is not an easy way to locate and connect current charges to the use of credit using the website. 4. If we left Mint mobile at the end of the year, we would lose the $31 and it would not be refunded,but would "expire." This is just plain criminal and not fair to customers.After repeated attempts requesting to contact a manager and to file a complaint with Mint mobile, I was repeatedlydenied aresponse to file a complaint. I also understand the wallet credit could be used for roaming and additional data, however don't plan on travel internationally nor plan on purchasing new data; basically that is a sideshow-like response to the question. We have plenty of data for our lifestyles.I am not happy with how Mint Treated us and it is criminal to take wallet credit/not refund us credit in our wallets, that is ours we accrued and a) not apply it to our existing plan/refund the $31, and b) not refund us if we leave Mint Mobile at the end of our term in December 2023.We expectmore from Mint Mobile, and feel treated disingenuously while putting our faith into the companypurchasing a year's worth of plan in advance.In the end, we are looking for a refund of $31, not to use it on next year's plan or to purchase extra data. I added a photo of the wallet credit for myself $10, however like all things Mint Mobile, it is virtually impossible to locate my wife's $21 easily even though I'm the Admin for both of the accounts on the app.Please confirm receipt of this email as if may begin a longer legal discussion.Thank you,*******************, ** ***

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we have resolved the issue with the customer prior to receiving this case.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/26/2024

  
  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:01/24/2024

  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.

  In November 2023, I ordered two lines and two phones under the 55+ plan they offered. We never received the phones and there was difficulty with customer service so we decided to cancel the order and we asked for a refund. After many calls they issued a partial refund but they did not issue $60 of the $307.94. We seem to be getting the run-around each time. I have documented all calls. They have an excuse each time. They appear to use fraudulent ways and are keeping money that is not by right theirs since we cancelled all services prior to activation and never received the phones. Please help us with this because they appear to be a fraudulent company or at the least a valid company using unscrupulous methods.

  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: 03/07/2024

  I would like to re-open the complaint for several reasons:

  
  

   

  1. I received all three update letters from BBB on the same day. Although they were dated a few days apart, they may have been mailed on the same day. Consequently I didn't have time to respond before the decision was made to close the complaint.

  
  

  2. I contacted the business again and was given the same run-around they have given me since November 28, 2023. I have given them my email address, original ticket number, and original order number. Please note that the original email address for the order was ***********************************, which was only used as a placeholder since I didn't have an email address at the time. I have since given them the email address that I am using to communicate with you.

  
  

  3. The credit card company I disputed the claim to was unable to receive a reason why Mint Mobile didn't issue a full refund to me.

  
  

  4. The last time I spoke with Mint Mobile representative told me the reason they didn't issue the remaining $60 was someone had activated the sim on that phone. When I told him the phones were shipped together in the same package (proof is I was only given one tracking number for the package), and that I never received the package and never activated the account, he said he would get back with me and would be sure to have the refund issued. This was several weeks ago and I never did hear from them. Nor did I receive a credit.

  
  

  I read a number of complaints on BBB related to Mint Mobile and there are so many that read the same as mine. Apparently they handle a great deal of their business in the same underhanded and unethical way. And their 55+ plans seem to target senior citizens, which makes it all worse.

  
  

  My desired resolution remains the same: that Mint Mobile will issue the remaining $60 they owe me. 

  
  

  They are a disreputable company and they are, in my opinion, they are conducting fraudulent activities, possibly stealing money from unsuspecting customers: $60 here, and $60 there adds up. Their refusal to do the right thing is, in my opinion, proof of the nature of their possibly criminal business activity and their total lack of integrity. If their actions are not criminal in nature, they should do the right thing and issue the $60 refund for a phone that was never received and service that was never activated.

  
  

  Please reach out to the business one more time to see if they have had second thoughts in continuing their abhorrent manner and perhaps will now issue the refund.

  Business Response

  Date: 03/13/2024

  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 7-10 business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/24/2024

  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.

  Ordered a phone and phone plan. Company shipped it ***** 2 day. ***** stat on the package for 4 days in *******. Now its sitting in ******** for the last 3 days. I contacted a customer service agent on 1/20. She said to give it one business day and then I could request a refund. On 1/22. I contacted customer service again. That agent said I would get a refund within **** hours. On 1/24 I contacted customer service. They gave me the runaround. Refusing to refund me. Also told me it was my responsibility to fight with ***** and file a complaint with them instead.

  Business Response

  Date: 01/31/2024

  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:01/24/2024

  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 switched to Mint Mobile approximately two weeks ago and have been unable to make phone calls since switching service from ******** I've contacted them multiple times by chat and phone. I had two tickets opened that were supposed to be escalated to their "higher department" with no resolution. I paid for the 12 month plan and can't get a refund. I'm stuck with a phone that can't make calls for the next year, which is ridiculous.The Mint Mobile representatives keep trying to tell me that the phone is locked even though I've contacted ******* on multiple occasions and been told that the phone is not locked. I can get on the internet, receive calls in and text, but no calls out. I was told that my phone was compatible with their network before switching from *******, but that does not seem to be the case.A consumer should not be locked into a contract (with no option for a refund) if the service does not work.I want my money back so that I can find a provider that actually has working service.

  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:01/24/2024

  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 ordered a replacement *** card for my Mint Mobile number ************ on 1/18/2024 as the old *** was accidentally taken away by my parents who left US already. The *** number is *******************. However it is no way to get the replacement *** activated. Online activation is not available and phone support was not helpful. They created an escalation ticket L2-170761 on 1/23 and promised it would be resolved within 4 hours. Nothing happened. Not sure how to get this replacement card activated.

  Business Response

  Date: 01/25/2024

  Hello,
  We have resolved this concern with the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 01/25/2024

  
  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:01/24/2024

  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 3 months of service from mint mobile during a special, which came with a free sim card. Upon receipt I started to follow the steps to activate, which started with downloading the app and entering some information. The next step was to insert your sim card. However, the sim tray would not open with the tool they sent me no matter how hard I tried. The tool they sent actually broke inside my phone and was damaging my phone. At this point I assumed my service was not active since I had not completed all the steps to activate, and I had not been able to insert the sim card and begin service. I knew I had 45 days to activate, according to materials sent. A few weeks later a friend was able to open my tray. I asked them to send a replacement kit and after talking to higher *** the agreed to send one for free. The replacement never came. This went on a few times-- I'd talk to their agents for hours, get a higher up, be promised a replacement sim card and it would never appear. Finally, I was fed up and asked for a refund. Agents refused to process or help over chat, but assured me despite being outside standard policy I would be given a refund if I submitted the form given the circumstances, since I hadn't used even 1 day or minute of service. So I submitted their form and then was denied a refund because they counted it as activated as soon as I did step 1. I've wasted countless hours of my life talking with their agents. At first all I wanted was a replacement sim card and for my service to be reset at the time the sim card could be inserted and service could be used. Now I want a refund, and an apology. I paid for 3 months of service and haven't recieved even 1 day of service.Subtotal:$45.00 Shipping:FREE 2-3 Day Shipping Recovery Fee:$7.75 PA PREPAID WIRELESS 911 CHARGE:$1.65 FEDERAL UNIVERSAL SERVICE FUND:$0.30 STATE SALES TAX:$0.22 PA GROSS RECEIPTS TAX:$0.19 FEDERAL COST RECOVERY FEE:$0.02 Payment method:PayPal Total:$55.13 Order #MT3697808

  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:01/23/2024

  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.

  Please see attached

  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:01/23/2024

  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.

  09/07/2023 I purchased the service, it is 12 months of service paid up front.I installed this service on my Galaxy S23 Ultra Unlocked I could enable wifi calling and use it.12/16/2023 I purchased an Iphone 13 Pro Unlocked I transferred my ************ to this Iphone 13 Pro.Every time I enable wifi calling, it fails registration.Between:12/22/2023 - 01/23/2024 I have filed over 23 support requests to try and get this issue resolved. Mint has escalated this issue 3 times. Each time they close my escalation without alerting me.They have consistently asked me to try the same steps over and over. Every time they say the issue is my device, or my wifi. My device can register wifi calling on ******** It can register wifi calling while over data or on wifi. And it can place calls on wifi with ********However, every time I enable wifi calling on Mint, from my iphone, it fails to register. It registered on my Galaxy S23 Unlocked.Mint told me they support Unlocked Iphone 13 Pros.I have seen issues like this before on other Carriers with Unlocked phones. It is almost always the case that an engineer on the backend needs to update their database for the Unlocked Devices IMEI number, because sometimes they don't have the right data. During this process, I have asked at least 5 different representatives to call me back if we get disconnected. I have never received a callback.I have had over 10 calls abruptly end. Its not normal for me to get so many dropped calls, leading me to believe I am being hung up on.I have spent close to 10 hours troubleshooting this issue, repeating the same steps, repeating myself to numerous representatives, asking for updates, asking them to specifically update their notes because the troubleshooting steps they are asking me are not taking into account everything I have done so many times.

  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