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:01/07/2024

  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.

  Ticket CRT-****** Order #'s MT4181326, MT4244512 There's been a series of errors in both actual services failed to be delivered and serious delinquencies in customer and tech support.The most recent issue when demanding a refund request on all three lines, *****************-572-2539, ************, the above ticket was created to refund partially for ************ because as of 1/5/24 I had already ported that number out to a new provider.I was then instructed to complete the refund request form for the other two lines. Before I filled it out and submitted the refund request form, I SPECIFICALLY ASKED if this would suspend these two lines? The supervisor stated, no. I then filled out the forms and submitted it.*************** pan was ended and account suspended.2. The refund request for the balance of the post 7-day number, ************, was denied, even thought the supervisor stated I would receive a full refund on that order number.Customer support front line representative stated that I would have to REPAY to "turn back on" the ************ number. MINT has essentially created a WiFi only device now until I receive the new SIM cards from my new provider. this is why I specifically asked the question I did before submitting the refund request form!!!Additionally, with the serious of failures and errors, I am now not confident that my wife's number ************ will remain active in you system before I receive the new SIM cards. She has had this number for ages and does not want to lose this number.

  Business Response

  Date: 01/12/2024

  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:01/07/2024

  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.

  Subject: Formal *************************** Issues and Inconvenience Caused by Mint Mobile To Whom It May ********* am writing to express my deep frustration and dissatisfaction with the service provided by Mint Mobile during my recent attempt to port my phone number using an eSIM. While I appreciate that a refund has been issued, the series of events that unfolded has left me without a working phone and caused considerable inconvenience.1.Misleading Information and Failed Porting: Initially, I was told that porting my number via eSIM was possible. This information proved to be incorrect, leading to unnecessary complications.2.Prolonged and Unsuccessful Troubleshooting: I engaged in an extensive seven-hour troubleshooting session with your engineers, which did not result in the eSIM being activated.3.Additional Costs and Waiting Time: Despite the refund, I am now faced with the additional cost and time of obtaining a physical SIM from another provider, prolonging the period I am without a functioning phone.4.Verification Challenges: In seeking assistance from customer support, I encountered verification hurdles due to the non-activation of my service, adding to the frustration.This situation has not only caused significant inconvenience but also questions the reliability and customer service efficiency of ******************. I urge you to consider the impact of such experiences on your customers and to take steps to prevent similar occurrences in the future.Your attention to this matter and acknowledgment of the inconvenience caused would be appreciated.Sincerely,******

  Business Response

  Date: 01/12/2024

  Hello,
  We appreciate any and all feedback and have sent this to internal teams for review.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:01/05/2024

  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 purchased a deal of 1 year of service with a Pixel 7 Pro phone. Everything as I checked the return policy stated you had a 7 day money back guarantee from time of ACTIVATION. Less than a week later they had the SAME deal but for $200 less than what it was before. I obviously wanted to save another $200 dollars. I called their service and was told I just had to order another one and return the first. I was also told that I should hold on returning the first cause they might be out of inventory now. I was able to place an order at the new price. This one was now delivered on Dec 27th. Due to holidays I was unable to call and get someone on the line until the 3rd of January. I was then told that return was not from activation but from time of DELIVERY. This could only be found when searching their full site. No where in the *** or purchase process was this declare, and when I called the first time I was also mislead by their CS agent I had on the line. I could have returned the first order when I first call but now I am stuck with both, and the possibility I will be charged more cause I cant activate both with ported numbers. In all this I did try to get them to escalate an exception. They denied it immediately without letting me know via Email like they said they would. This now pushed me 2 more days so now 2nd order is likely out of return.

  Business Response

  Date: 01/12/2024

  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: 01/12/2024

  I have checked all means of communication and have received nothing from Mint Mobile at this time. I have checked all inboxes and spam folders on email. No communication has been sent. If Mint has tried to reach me they should verify the email they have tried to send to is spelled correct. I have also not missed any calls. 

  Business Response

  Date: 01/19/2024

  Hello,
  In regards to this concern, we have contacted the customer with latest email on January 14, **** and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/26/2024

  Yes, I have now been contacted by 3 different people from Mint (2 on email and 1 on ********* This has created confusion. It does seem like there is a refund in works, but it is still in the works so between the options I must reject just due to the history here and the time I see them taking on all of this previously I dont want this ticket to expire yet until an actual resolution is reached. First off there has been some complications. Due to the financial strain of the money being tied up and the look like all refunds were being rejected despite them misleading me I returned my new phone from outside store and started using the phone from the order. I figured that I might as well start using it if I was going to be stuck with it. It was latter that day that I heard back from the BBB looking like there might be a resolve. I have let Mint know this in recent communications, and they have stated they are ok still with return. I have also proposed alternative options that did not involve them getting back a used phone that would be potential wins for both (Just returning the plan portion of order now that I am using phone, Unlocking phone for me so I dont have issues with international travel this year, Instead of refund plan they could just match the deal I got on 2nd order (even in account credit). They rejected those and just seem to want to do the return. I am waiting now for them to verify which IMEI they need returned so that I can be sure there no other issues. 
  
  so yes, things look like they might work, but I have not heard back on the ***** and I will be out a new phone since I returned mine and will be out some money I invested in new phone (case and screen protector), but if they do the return then I guess they will have lived up to their end of this complaint. They just have not done that yet

• Initial Complaint

  Date:01/05/2024

  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 placed an order on or about 8/30/23 to Mint Wireless forCat S22 Phone 3 months service SIM cardI could not get it to work with the provided phone, cards. I called for resolution 5 or more times and never had the situation resolved . Phone Cat S223 ************** Activation SIM CardORDER DETAILSYour Order Number is MMO_333514CAT S22 FlipQTY: 1 QTY: 1 Blank SIMQTY: 1 BREAKIN' IT DOWN?ProductPriceCAT S22 Flip - Black$79.00Mint Mobile Plan: 3 Months - UNLIMITED$45.00Blank SIM$0.00Shipping$4.99Taxes$11.90Fees$7.75Total$148.64

  Business Response

  Date: 01/25/2024

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

• Initial Complaint

  Date:01/05/2024

  Type:Billing 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 believe there are some deceptive marketing practices underway with Mint Mobile. We were charged $131.16 twice on 12.24.23 and have a 3rd charge of $131.16 due on 1.9.24. We were led to believe via marketing materials and claims from the company that the Family Plan covered all 3 lines that we activated with Mint Mobile under the price of $120 plus tax ($131.16) per 3 month period. After an initial introductory offer of 15$ per month for 3 months, we were charged $120 plus tax ($131.16) for each separate line (3 lines) which will total $393.48 for a 3 month period, far exceeding the expected claim of $120. Had we know the true cost we would not have switched carriers, as the savings are nowhere near what was claimed and advertised.

  Business Response

  Date: 01/12/2024

  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:01/05/2024

  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.

  Signed up with Mint mobile with phone numbers transfer. Mint was unable to transfer my old numbers. After 1.5 months without phone service and Mint seems unable to fix the problem. After speaking with customer service it was agreed that I will purchase a new service with new phone numbers, Mint would refund my 1 service. Spend another month trying to get my refund. Mint refused because the 7 days cancellation had past, but its pasted because of their failure to get my phone numbers transferred.

  Business Response

  Date: 01/11/2024

  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:01/04/2024

  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.

  Because I have two family members who have Mint Mobile and are very satisfied, I decided to switch to Mint Mobile from another provider. I purchased a 3-month plan (and got 3 months free) on Sunday, December 31st before the deal ended. I spent most of the day transferring over, but, once done, I had high hopes. My new iPhone had worked just fine with my previous provider. But, once I switched over to Mint, I could no longer text or call (or receive texts and calls) from any Android phone user. A rather strange problem. I don't think it's the iPhone as it was working just fine before switching over.I have spent hours with **************** trying to rectify the problem and they have given up and escalated the problem. Twice I have been told that I would hear from the escalation people within 24 hours----and was told that I would hear within 2 or 3 hours. I am now on day 4 of not receiving many texts and calls and not being able to place any. My emergency contacts are useless-----this is a major problem. My emergency button will not work with no access. Also, when I am out, my phone will not switch over to a cell/hot spot. Also ridiculous.The escalation department told my customer service rep that they had contacted me (on my landline) and I did not answer the phone. I cannot sit at home waiting for a call that might or might not come. They left no message, so, I question whether they called. Having to use a landline (because if they call me on my cell phone it will not go through!), it makes much more sense to make an appointment time so that I can be available.The Escalation Reference Number is L2-151005. If the escalation department calls tomorrow, the likelihood is that I will be away from home. This needs to get settled ASAP (along with reimbursement for not having mobile access) as I count on my phone for emergencies.So, please, Mint Mobile---email me and let's get this major issue settled.

  Business Response

  Date: 01/05/2024

  Hello,
  In regards to this concern, we have contacted the customer to perform troubleshooting and were informed that customer will call back.
  Thank you,
  ******************

  Customer Answer

  Date: 01/05/2024

  
  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:01/04/2024

  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 purchased a phone and plan through Mint Mobile 2 years ago. The original order was for the phone purchased through them and 2 years of service. The plan had come to the end of 2 years and I did not want to renew. At the end of the Mint Mobile service I went though another cell service provider, however, Mint Mobile refuses to unlock the cell phone I purchased through them. I have contacted their customer service multiple times and have been told different reasons each time from the phone is not locked to we do not lock phones and I do not see this phone on the service. The most recent call I felt I had made progress with being told I would be sent unlock instructions by text or email, but that was a week ago and I was told I would have said instructions within 24 to 48 hours. I am unable to use a device purchased through this company and I do not feel it is right that they have the ability to do this.

  Business Response

  Date: 01/10/2024

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

• Initial Complaint

  Date:01/03/2024

  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.

  Mint Mobile has a promotion going on where you may redeem free bacon. The link is in the email and on the associated website doesn't work and there is no way to redeem this offer. I attached a screen shot of the site the email link takes you to. I have contacted their customer support and they were of no help. They told me to open the link in my email, which, as I stated, doesn't work. They also wouldn't honor my referral when I had my mother switch over from ******* and sign up for a plan with them. My mother is in her late 60s and not the most tech savvy, so it was a simple mistake. The fact that they couldn't retroactively apply the referral credit leaves a terrible impression.

  Business Response

  Date: 01/10/2024

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

  Customer Answer

  Date: 01/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution to the referral issue I brought up is satisfactory to me. They have not resolved the issue regarding the free bacon promo, which I am surprised more people have not complained about since it is so widely publicized.
  
  Regards,
  
  Asia Lupa
  
   
  

• Initial Complaint

  Date:01/03/2024

  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 purchased a cell phone and one year plan from Mint Mobile. After one month of endless calls with customer support trying to activate the phone I was told to return the phone and would be refunded the full amount of the phone and one year contract. Their website states 10 business days for a refund and its been about 1.5 months since I sent the phone back. I have three other lines with Mint Mobile, but for some reason they couldn't get the fourth phone to work. Would like the few hundred dollars I spent on the phone and plan refunded asap.

  Business Response

  Date: 01/10/2024

  Hello,
  In regards to this concern, we have taken a look into this matter and confirmed that a full refund for the device order was issued to the customer.
  Thank you,
  ******************