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:12/17/2023

  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 received my device and plan in the mail, only to realize the coverage was not as described and that it wouldnt work for us (it was a phone for our teen so dependable coverage was important). I initiated the refund the same day I received the phone in the mail and didnt receive a response from customer service. A week later, I tried again still no response for days, then they request more information. I respond within 24 hours only to not hear back AGAIN. I wait a week and respond again. Still no response. Finally, they email saying Ill receive a refund shipping label if the refund request is approved. I wait for the label or further directions. Nothing. I continue to wait and then finally send requests and weeks later, they respond that its now outside the return window and Im out of luck. I explain that they kept ignoring responses and they respond (quickly, for once) that they cant help and theyre closing the case.

  Business Response

  Date: 12/22/2023

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

• Initial Complaint

  Date:12/17/2023

  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.

  Basically, I bought their seasonal special by three months get three months free paid the $60 upfront, they sent me a SIM Card I put the chip in my phone called the company to make sure I did everything properly. In fact, I was on the phone when I ported out my old company to make sure it was done properly.. however, after a few hours they promised that I would be up and running 24 hours later and numerous very numerous phone calls to that company, they did nothing for me so I decided to go back to my old carrier because I needed a phone that day and they couldnt give it so I canceled right away.They canceled it no problem but for some reason they did not give me a full refund short of my $60 by like three or four dollars its not the point of the count of money is the fact that they can just charge me when I never was able to use their service and they didnt tell me why they were charging me

  Business Response

  Date: 12/19/2023

  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:12/17/2023

  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.

  Refer a friend & receive $100 credit was a total scam. After 7 calls I got 7 different answers. Not a reputable company. They refuse to give me the $100 credit after referring my best friend. So let down & frustrated beyond measure.

  Business Response

  Date: 12/22/2023

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

  Customer Answer

  Date: 12/22/2023

  when my friend that I referred called the first question he asked was does my friend that referred me get the $100 referral fee? They took my name & phone number & said absolutely she will receive the refer a friend credit. After I called them 7 times they assured me I would receive it & on other calls they said I didnt qualify & blamed it on another person. I was told repeatedly that I would receive it then again told I didnt qualify. My friend made absolutely sure that I would receive the credit & there would be no issues. He signed up for a year & paid in full. I still have received no credit per their repeated lies & excuses. Excuse after excuse after excuse. I am beyond upset & no longer trust their fake ads & constantly denying they cant because of 7 different excuses. 

  Business Response

  Date: 12/28/2023

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

  Customer Answer

  Date: 01/03/2024

  
  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:12/17/2023

  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 was paying for a family plan with 2 lines from mint. I needed a *** card for line 2 after I paid for three months of service because e*** was not available for the model. I called to request the *** card 5 times over a three month period. They finally sent one 2 days before the plan ended. So I paid for three months of service I couldn't use, and was told that I would be able to get a complimentary 3 months of new service since I never got to use the service. I called three times to get the complimentary service, but got hung up on mid call until I spoke with a supervisor, who refused to do what everyone else said I was eligible for. So I asked for a refund on line two of 52$ (intro price), which she provided BUT she cancelled my line 1 service also which I had just paid ***** for three more months of service for. Truly awful horrible company

  Business Response

  Date: 12/21/2023

  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:12/17/2023

  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 only one 3 month unlimited phone plan for $53.67 on September 23rd. I was double charged. I called September 29th and asked to be refunded for both the charges ( $107.34) . The sim cards have not been activated or used. They did not refund. Called my bank and asked them to reverse charge and **** told them no. I messaged mint and was told I am passed the refund date. I want to be refunded via check as I no longer have the devir card used for this transaction. Mobile service never used and apparently expired.

  Business Response

  Date: 12/21/2023

  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:12/16/2023

  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 bought a phone and wireless plan from mint mobile. When I attempted to activate the *** card, it did not activate. I called support and they said someone would call me back within 24 hours. No one called. The next call, the person I spoke with prior must have accidentally saved both my phone number and email address incorrectly. Whoops!( which is super weird because he read it back to me on the phone) After fixing that we filed a new ticket. I received a response the next day saying the *** card is broken and I need a new. The way to get a new sim is with a refund. I sent a response to the email ask how I do that - why do I need a refund? Just send me a new *** card. No response from mint mobile support - again. Three unanswered emails over 4 days. Called again, they walked me through the online steps for a refund, said I would get an email right away confirming the return. 2 days later I received an email saying I missed the window for a return cant imagine why. Frankly - this is a scam. Sending a broken product and not refunding? Accidentally recording information incorrectly? Slow walking and not answering tech support emails on a ticking clock - for a broken product? The second person I spoke with told me the Sim was a demo sim mint knowingly sent a defective product. And then say no refunds? IT HASNT BEEN USED - IT LITERALLY CANT BE USED.

  Business Response

  Date: 12/19/2023

  ello,
  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:12/15/2023

  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 moved my cellular service from **** to Mint mobile based on the low price that mint mobile offers. ****** learned you get what you pay for. 28 Days Later today's date December 15th 2023 I am moving my service to another carrier based on the substandard service that mint mobile has to offer. I paid 3 months in advance and only used less than a month. I requested a refund for the remaining 2 months unused. Mint mobile told me that they will not refund me my unused portion.

  Business Response

  Date: 12/21/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer via 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:12/14/2023

  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 September 21st, my mobile plan was renewed even though the auto-renewal was disabled (refer to Order No ********). Mint Mobile renewed my plan to a 3-month Unlimited plan by using 120$ out of 180$ credit from my account without my authorization. The issue was immediately raised to ************** who agreed that Auto Renewal was disabled, but a system error caused it to renew. I asked for the option to convert the plan to a yearly plan, which I wanted. After the agent discussed this with the supervisor, he provided me alternate option to keep the plan as is for free, and they will provide a credit back of $120 that I can use in future renewals. I double-confirmed the statement; it is exact on the file and audio recording at Mint Mobile. They comforted me so much that everything would be fine. I don't have to worry about this. This will all be taken care of. But to my surprise, before the next renewal, I realized the refund was not on my account. On December 14th, I again called ************* and explained the situation. They did confirm that the details were on the file, but they cannot do anything since I have used the plan already. I again explained the situation to the agent and the supervisor in the hour-long call. I explained multiple times that it was not my mistake. But no help.This is ethically wrong business practice. Mint Mobile charged me without my consent. Mint Mobile committed to fixing that mistake, and 3 months later when the time came, they refused to help with the mistake. This a wrong practice. I condemn this behavior. All this is documented in case no ******* with mint mobile. More details can be discussed with Mint Mobile Supervisor ****** (Emp. No. *******) I need those $120 credits back before my plan expires to resolve this. This will make the credit return to $180, which I planned to use to charge my yearly plan. If I cannot get this credit back on time, I ask for cash back for the entire $180.Thanks,******

  Business Response

  Date: 12/19/2023

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

  Customer Answer

  Date: 12/19/2023

  
  Better Business Bureau:
  
  Thank You BBB. Appreciate your help. I have reviewed the response made by Mint Mobile in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Please consider this complaint resolved.
  
  Regards,
  *****************************
  
   
  

• Initial Complaint

  Date:12/14/2023

  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 signed up for a 3 month contract with mint. Two days I wasn't able to receive text messages. Am unable to make phone calls. And they have my data in the economy mode which means it barely works. I still have 2 gigs of data left. I am also disabled and cannot be without a phone.

  Business Response

  Date: 12/20/2023

  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:12/13/2023

  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.

  My husband purchased a new cell phone for our son for his 13th birthday. My husband's cell phone carrier is ********** and he wanted to add our son to that plan. My son's birthday was Nov. 5th, 2023, it is now December 13th and we have not been able to activate my son's phone. Both myself and my husband have been on hours long calls and chat sessions with ********** trying to get a *** card to activate my son's phone. The first call to Mint on Nov 6th we were told a *** card was being mailed to our son along with an email and nothing was received. Our son is 13 years old and Mint refused to copy myself or my husband on the email even though my husband is the main acct holder. We never received an email or the *** card. A second hours long call resulted in Mint expediting a *** card to our home which we received. However the *** card was programmed for my husband's phone number NOT my son's. A 3rd 2-hour phone call on this past Fri Dec. 8th we were assured that a *** card would be sent 2-day delivery. It is now Dec 13th and we have received nothing, no *** card, no follow up emails NOTHING. We are being charged for 2 ********** lines but not having our son's phone active we are paying for an account that is not operational. We are at the end of our patience with ********** and if we can not get to the bottom of this problem we will contact an attorney.

  Business Response

  Date: 12/15/2023

  Dear *********************,
  We sincerely apologize for the challenges you've faced in activating your son's phone, and we understand the frustration this has caused. This is not the level of service we aim to provide, and we're committed to resolving this issue promptly.
  To address your concerns and expedite the resolution, we'll reach out to you privately for additional details. We appreciate your understanding, and we look forward to resolving this matter to your satisfaction.
  Kind regards,Social Media Support, Mint Mobile