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:01/23/2024

  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 had service with Mint mobile for several years. When it came time to renew my plan I decided to switch companies. A charge was made for renewing my service and I immediately requested a refund. This was before the new service agreement started and was told via live chat that I would receive a refund. I was told that a refund request had been filed and that the refund would take **** days to reflect on my bank account.My ****************** account was then deleted by Mint mobile because I ported my number to another carrier. At this point I received a phone call telling me that because 2 factor authentication was setup they couldn't issue a refund and that I would need to disable it before they could refund me. I contacted them and explained that I no longer had access to the account because they had closed it. They continued to insist that I should log into my account which no longer existed. They finally offered to remove 2 factor but told me I would need to contact them again to get a refund. They continued to ask me to contact them at a later time whenever I reached out.I was provided a promise of a refund and a case number yet they are still refusing to refund my account. They cancelled my service when my number was ported to another carrier and have not provided any cellular services during the period for which they are holding my money.

  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

  Customer Answer

  Date: 01/29/2024

  
  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:01/23/2024

  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 got a free trial from Mint mobile for 1 week. 2 days later, I was charged for $49.03. The service never worked. I couldn't make any calls or use text messaging. I canceled the service after 1 day, but was still charged $49.03. I called many times, but still haven't received the refund they promised over the phone.

  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:01/22/2024

  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 PAID FOR 6 Months of Service..THEY ONLY GAVE ME SERVICE FOR A MONTH AND A HALF.. I would like the rest of my refund whatever is owed to me whatever I use, I would pay for but whatever I didnt use I dont feel they should be keeping my money IF I DO NOT have service from them!!!! INVESTIGATE MINT for fraud

  Business Response

  Date: 01/29/2024

  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:01/20/2024

  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 was not notified of the time, date, or amount of the renewal. I did not have the funds in the account to cover the cost, and now the account sits in a negative status. I have a scheduled insurance payment set to come out in 4 days. I will not have the funds, and will incur more bank fees. I attempted to call the company several times. The first few being automatically disconnected. After being transferred I'm told I cannot be helped without providing more information than I am comfortable sharing with people on a foreign country. After being hung up on I was transferred again to a human who after I asked for a supervisor, Told me I could talk to one, but then refused on three occasions to put one on the line, and threatened to disconnect the line again. The supervisor showed no concern for my bank issues. I demanded the service to be canceled, and a refund issued. I was told the refund would take **** days of approved. The phone is still on. I called immediately after the renewal to cancel. I do not want a pro rated discount because they dragged their feet canceling the service. I would also ask any additional bank fees be reimbursed if they are unable to refund the money in time.

  Business Response

  Date: 01/23/2024

  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:01/19/2024

  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 January 10 2023, I have been calling Mint Mobile's support to resolve a data issue.My phone will not connect to towers on its own, and I have to contact support to reacquire (reconnect to) towers.This was not an issue with previous providers and is not common practice, and is a problem that hasn't been relevant for over 2 decades.I asked for an escalation after the second call with the same problem. The call was disconnected. I waited around almost hours for a callback until I called myself. I pressed ******* to escalate my issue but was instead put on hold until the end of business hours.At the end of business hours, ******* announced a transfer and ended the call. I could not call back, as it was after business hours on a Friday.I have already performed the necessary troubleshooting (restarting phone, toggling mobile data, toggling airplane mode, updating phone, removing and reinserting SIM card). I have already sat through the basic troubleshooting script with multiple reps. I am a former tech support representative myself, and I have the patience for about 3 to 5 cycles of this.We are now beyond fair patience, and entering call avoidance. These are shady business tactics. Are your reps being threatened if they escalate issues? First line reps shouldn't be expected to fix advanced issues, so a transfer should happen if necessary.Does the team need better training, or is there a human rights issue happening? While I don't want to place undue pressure on a tier 1 rep, the pattern of behavior is well beyond accidental disconnects and is indicative of other problems.Please credit me with 3 weeks of service, and PLEASE review not only customer service rep ********* but call center management responsibility so these representatives can work without feeling the need to avoid calls. I know the pay isn't worth most customer troubles, but this is almost always a sign of toxic work environments.

  Business Response

  Date: 01/25/2024

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

• Initial Complaint

  Date:01/19/2024

  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.

  After transitioning to Mint Mobile less than a month ago, my experience has been nothing short of exasperating. The allure of their affordable plans turned out to be a mirage, obscured by the reality of dysfunctional service. A primary issue has been the inability to receive certain group and picture messages, a fundamental feature one would expect to function seamlessly.Despite dedicating hours on the phone with technical support, the resolution remains elusive. The promises of assistance from the so-called 'back office' turned out to be empty, marked by a ***** absence of follow-up calls or any semblance of urgency to resolve the pressing issues at hand.The situation speaks volumes about the lack of customer service and accountability within the company. It's disheartening to realize that the appeal of lower costs comes at the expense of reliability and support. As a customer, it feels as though once you're enrolled, your concerns are relegated to the background, lost in a void of unkept promises and unaddressed issues.In an era where communication is more critical than ever, the inability of Mint Mobile to provide a reliable service, coupled with their apparent disregard for customer satisfaction, is unacceptable. This review serves as a ***** warning to potential customers to think twice before being enticed by the seemingly attractive offers of Mint Mobile. The cost savings are not worth the frustration, the wasted time, and the unreliability of service that I, and evidently many others, have experienced.

  Business Response

  Date: 01/26/2024

  Hello,
  In regards to this concern, we will contact the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/19/2024

  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've called Mont Mobile several times to return a phone I no longer need. they keep saying that they are going to email me a shipping number but still haven't done that. this is going through Affirm. Affirm has deducted $100 from me so far. Mint reimbursed me $178 for the service so far, but I need a total of $451 refunded. 100 to me, the rest to Affirm.

  Business Response

  Date: 01/20/2024

  Dear *******

  
  We apologize for the inconvenience you faced with the process of returning your phone. We understand the importance of resolving this matter quickly.
  To further assist you, you will receive an email from us to address this case privately.

  
  Best regards, ************ Support, Mint Mobile

• Initial Complaint

  Date:01/18/2024

  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 have been trying to connect with Mint about my account. I am on a 12 month plan that is about to end. I wanted to continue with Mint and called about options. When I spoke on the phone with a representative, they did not understand my question and thought I wanted to "upgrade." I asked to speak with someone else who might understand my question. The representative told me I get speak with a supervisor. I agreed to speak with a supervisor but the representative pretended they could not hear me and said I would have to call back.I called back and was connected with the next available representative who was not the same person. I asked my question about continuing my plan again. And again, the representative did not understand my question so I asked them to forward me to a representative. They said okay, placed me on hold, and then hung up on me.So finally I tried with online chat to resolve my questions. The online person was unresponsive and told me they did not have access to all my information. They also gave me conflicting information from what the person on the phone said.At this point I do not wish to stay with Mint if they are unwilling to provide good customer service. I tried to make sure my account cannot be auto-renewd after the 12 months but Mint does not provide a way to do this. Mint needs to contact my if they care about my service. Or they need to make sure they do not charge me after the 12 months. If they do I will report as theft.

  Business Response

  Date: 01/24/2024

  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: 01/26/2024

  I have not received any communication from Mint Mobile as they are claiming. They can contact me at *************

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer but the calls have been routed to voicemail. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/17/2024

  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.

  My name is ************ am writing to you to make a statement regarding Mint Mobile Company. One year Ago, I purchased a plan and a cell from Mint Mobile Company Ref.MT2492789. I received the Cell Phone on January 3rd, 2023, and immediately started using the cell that was provided. This cell phone worked for one day like a normal cell. The second day I could only receive calls, I could not call out. I immediately contacted Mint Mobile customer service; This agent told me that the problem was the *** card. Mint Mobile immediately sent me a new *** card. I never was able to use my phone. The original agreement was a 7-day trial (I got 1 day of use). I never could get them to send me a call tag for the defective phone. 10 hours on Chat with Mint Mobile asking for help and I still one year later am holding the defective cell phone. I asked Mint Mobile to credit me back the $437 for the plan and the defective cell. I am still waiting for Mint Mobile to give me credit. phone that you could call in and out in, two days just receiving phone calls. I am a disabled Senior Citizen, and I am not computer literate. I need the phone for emergencies, to call a doctor, to order a prescription for medication. Mint Mobile Cell phone company has really disappointed me. One year later, January **** I still receive a bill for the plan and the defective phone. Please, no one is helping me. All communication is via chat. Help I am being billed $437 which I am disputing with ************** my ***'s Club credit card company. I have no way of communicating with a person at Mint Mobile that can help me. ************** cannot hold the money that I owe. Mint Mobile refuses to credit me for the defective cell phone and the one year paid for in advance plan, i never used that I have less than one hour of use. Again, my name is *********************, my phone number is ************ thank you. My address is *************************************** Sunland ********** *****. I am so disappointed that I have been treated this way. I

  Business Response

  Date: 01/23/2024

  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:01/17/2024

  Type:Sales and Advertising 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 phone protection from Allstate/Squaretrade through Mint when I started service with them. I was unable to continue with Mint because I was not receiving coverage at my home. Upon switching service I received the attached letter from Allstate stating Mint had canceled my coverage and I should expect a refund. After waiting almost two weeks and no activity, I contacted **** who then refused to reimburse the purchase amount. The coverage purchased was for a year, Mint canceled it only five months in. I want AT MINIMUM a prorated refund. Good business etiquette would be a refund in full. I'm extremely disappointed because up until this, DESPITE not getting service at my address, I was over the moon with ****'s customer service. I had service with them twice in the past, in two different cities. Again, the only reason for discontinuing service was lack of service at my latest address. During both service periods, the customer service was exemplary. The refusal to reimburse a paid service they offered and then canceled has ruined the reputation they had instilled. This is now a situation where they have taken money for a service that was not and will not be provided. I simple want a refund for the purchase of the unused protection plan.

  Business Response

  Date: 01/23/2024

  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: 02/14/2024

  I previously opened a complaint (#********) seeking the return of $79.00 for a service Mint Mobile charged me for and then canceled. They responded and agreed to reimburse my account within 7-10 business days. I was asked by BBB to respond with my satisfaction with ****'s followup and while waiting for the actual refund to take place, my case was assumed resolved and then closed by BBB. As I mentioned, I was waiting to see if Mint followed through with the refund, which they in fact did not. During the time of the open complaint, I received an email from a 'customer resolution specialist' claiming to be handling the case who has since not responded to my attempts to reach him. I will attach the original documents along with the communications from Mint that were never followed through with. I simply want the $79 refunded as they agreed to. And no more 7-10 day waiting period, every other retailer provided immediate refunds. I even had to cancel a phone plan previously with Mint because I accidently purchased a one month instead of three month plan and the refund was done while I was on the phone with the agent. The original response to my ***** promising the refund was January 23, 2024 stating 7-10 business days. It has now been 14 business days and 10 since I attempted to reach my 'customer resolution specialist' via email. They are clearly avoiding the action they agreed to provide. Between failing to remit payment for the refund they agreed they owed and straight up ignoring my email after ten days, it very much shows me this is not an incidence of falling through the cracks, but the deliberate steps of non-payment. I am asking you to please resume the pursuit of my original claim in an attempt to ensure they do actually refund my money. The closure of the original unfinished complaint now reflects as a satisfactory response on your site. Clearly it was and is not. Please help; all I want is the money rightfully owed me. Thank you.