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:01/03/2024

  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.

  Our 11 year old daughter was excited to receive her first phone for Christmas. My husband did hours of research on different carriers, phones, plans, etc. and chose Mint Mobile as the perfect fit for our needs. We ordered a brand new ******* Galaxy A14 and signed up for a one year service plan. We received the phone and SIM card within a week or so and everything looked good on the surface. My husband waited until December 22nd to activate the phone so it could be wrapped and ready for Christmas morning. This is when we discovered the issue. We could not activate the phone due to messages including, This device belongs to your organization and This device isnt private displaying on the phone. How could this device belong to some other organization if it is supposed to be the brand new phone that we ordered? It looked to us like this was previously someones company phone that was turned in and then sold to us. We made multiple attempts to talk to Mint through chat and phone calls and received poor service. I was told nothing could be done to get a new phone before Christmas. Essentially, Mint left us with no option. I immediately went to our local T-Mobile store and within an hour walked out with a brand new ******* Galaxy A14, activated and ready to go. The biggest drawback is that the monthly fees with T-Mobile are about triple what they would have been with Mint. In summary, I see two big issues here. First and foremost, we were sold a brand new phone and received what appears to be a previously-owned phone. That is unacceptable (if not illegal). Second, because of what seems to be illegal behavior by Mint along with the inability to deliver a new phone in short order to compensate for that, we will be out an additional $360 per year in fees. Also unacceptable.

  Business Response

  Date: 01/10/2024

  Hello,
  In regards to this concern, we have found that full refunds were already issued for the device and plan purchased by the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 01/10/2024

  While my refund was issued, Mint never addressed two key concerns:  1) the fraudulent activity of selling used phones as new and 2) the additional compensation we have asked for to cover monthly fees we are now subjected to because of that fraudulent activity.

  With all the documentation I have sent to customer service representatives, including photos and detailed letters, they have failed to address the concerns listed above and focused only on the refund which was just part of our complaint. 

• 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 signed up for Mint Mobile service for 2 lines in August 2023. Around November 01, 2023 a renewal amount of $130 (per line, total $260) was charged to my credit card for ******** services) for a little more than I expected, when I noticed, I called Mint to question the charges they explained it was no longer the initial sign up promotion so it was a little more, BUT if I signed up for the Annual Plan they would refund the $130 (total $260) charges and start an Annual plan of 15GB and give me a $60 credit on the $240 per line amount making it $180 per line (equaling $15 per line per month). I was charged $204.15 per line, total $408.30 on November 8, 2023. I agreed and confirmed there would be no interruption in service to which I was assured there would not be. On November 10, 2023 both lines services were not working "expired". I was only able to chat w/Mint on 11/10/23 and I requested an ENTIRE REFUND. They said they would REFUND ALL four amounts. I was refunded the $130 per line (total $260) in November 2023. I have called Mint 5x, each time I am told they will refund the $408.30 and still have NOT refunded me the money. I disputed it with my credit card but they are being told by Mint they refunded me $260 (the original renewal amount) so I am still in dispute with that. I am now stuck paying the $408.30 charges on my credit card for SERVICES THAT ARE NOT AND HAVE NOT BEND RENDERED by MINT MOBILE. Please help. Mint Acct #: ************ and #: ************

  Business Response

  Date: 01/10/2024

  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 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.
  Mint Mobile

  Customer Answer

  Date: 01/11/2024

  I have NEVER received any communication from **** before my complaint or since. The phone number they provide (in the response to this) is the main number that I've called several times with NO HELP. Per ****'s request on this complaint, I have again called and at first was being told they didn't charge me! Only after demanding to talk to a Supervisor, he was able to see **** still has the "monies" OWED to me. I've had to begin paying my credit card for **** Services that were NEVER rendered.I have asked multiple times for **** to send me an account statement through email or via postal services, their response is either they will, and NEVER do or they can not. An email could allow my bank to take over and resolve the issue (my bank asked me to try to get an email from ****). When I ask them to call me back (if the phone hangs up, like it always does about an hour in) they say they will call back or this most recent time, the customer service rep said "they don't have the ability". A cell phone company that DOESN'T HAVE THE ABILITY TO CALL ME BACK. So BBB, in response to **** on this complaint, I again sat on the phone for 2 hrs, demanded to speak to a Supervisor, was told "MINT DOES STILL HAVE THE MONIES", and once again a "ticket" placed (like before), wait "***** hrs for refund approval", and "**** business days for a refund". This conversation, the supervisor actually called me back when the call dropped at hour 2! So I guess that is a good sign on this conversation. After 2 hrs and *********************************************************** again for follow up....For the 6th time the cycle of frustration with MINT MOBILE continues. I believe the supervisor I spoke to this time genuinely understood my frustration but If refund not given the refund w/in 10 business days my Next Step will be a COMPLAINT TO FCC. 

  Business Response

  Date: 01/18/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 01/24/2024

  To Mint Mobile's 2nd response of "looking into" this matter: Mint mobile has been looking into this since November of 2023. Please refer to prior message and files for proof that I was CHARGED FOR SERVICES NEVER RENDERED! I have been awaiting a REFUND since November 2023, that numerous employees said I would receive. The most recent employee promise once again said "**** business days" which is up this Friday, Jan 26, ****, and BIG SURPRISE, once again the "**** business days" has turned into yet ANOTHER MONTH for a TOTAL of 3 MONTHS WAITING FOR THE REFUND I WAS PROMISED BUT NEVER QUITE MAKES IT! 

• Initial Complaint

  Date:01/03/2024

  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.

  This company is a scam, beware. I signed up for the three months of service for $15 and I can say its the worst service I ever had. A week before the subscription ended I switched to T-Mobile. I never put my debit card on auto renewal but still money was STOLEN from my card to activate another 3 months of bad service without my permission. Ive been asking for my refund for a week now but they keep giving me the run around. I call everyday and the say its processing. Everyday they claim they will send me information regarding this claim but never do. Basically they STOLE my money from my card and are giving me the run around

  Business Response

  Date: 01/10/2024

  Hello,
  In regards to this concern, we have taken a 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:01/02/2024

  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.

  Mint mobile got our business with the 15 dollar a month . We have 4 phones which is 60 dollars every 3 months . When it was time to renew they billed me 130 dollars for 3 phones for 3 months and 100 dollars for 1 phone for 3 months. Not what we agreed with, why are all the phones in one account . and why did the price change . when we finally got to speak to a human she was no help at all and hung up on us. I will be changing service again , what a crumy way to run a buisness.I got scamed

  Business Response

  Date: 01/09/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:01/02/2024

  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 took Mint Mobile up on its Buy 3 Months, Get 3 Months Free promotion during Thansgiving weekend 2023, which cost me $45, paid in advance. Having checked that my phone would be compatible and that my area would have sufficient coverage, I proceeded with the switch from ******* to Mint Mobile. While using my old ******* Galaxy Note8 phone, everything went well. I bought (and informed tech support of) a Personal Cell Spot Signal Booster to boost the *** signal in my phone. Everything worked great. However, the point was to not only switch providers but to upgrade my phone too. When I switched the physical SIM card from my Note8 to my ******* Galaxy S21 on Xmas Day 2023, that's when the problems began. My phone would literally NEVER connect to ANY cell towers, unless I was in a T-Mobile store. I drove all around *********. From Allied Gardens to San ****** to Del Mar to Sorrento Valley, I got no cell phone reception anywhere unless I used Wi-Fi.I even spent threw good money after bad by paying an additional $15 for the Mint Advisors hotline. I spent practically the entire morning on the phone with them on Jan 2, and after replacing a functioning physical SIM with a non-functioning eSIM (which I STILL regret doing because it only made a bad problem worse!), the only advice they could give me was that the phone I bought was restricted somehow even though the phone itself says it's unlocked. I checked multiple IMEI online databases, and while the device is listed as clean, it lists the Carrier as T-Mobile. I called T-Mobile and they have no record of this IMEI. So now, I'm out $60 with no functional SIM card and two months left on a service I can't use.I just want my money back so I can go to a service provider who actually proves the service that their customers pay for.

  Business Response

  Date: 01/09/2024

  Hello,
  In regards to this concern, we are currently working with the customer to resolve this matter. We will keep the customer updated until final resolution is found.
  Thank you,
  Mint Mobile 

  Customer Answer

  Date: 01/09/2024

  I had to return the 5G phone that refused to connect to 5G T-Mobile towers. I am now stuck with my old Note8 phone on a 4G LTE service. So now, because I am a stone's throw away from a 5G T-Mobile cell tower, but nevertheless in a dead zone, I cannot upgrade to a 5G phone unless I go with T-mobile so that my mobile data is NOT deprioritized the way it is with Mint. 

  That is why your "we're handling it" response is rejected.

  Business Response

  Date: 01/15/2024

  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: 01/17/2024

  
  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:01/02/2024

  Type:Customer Service 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.

  Date of transaction was March 7th 23 I ordered a sim card from mint mobile. i paid 9 *********************** July I ordered another sim card for family members. They didn't want mint service so i called mint to let them know i would not be using the sim card and they said it cancelled out automatically after 45 days and it was not active sim cards- so i did not worry about it and then in July i discovered they did activate 2 sim cards without my consent and use and they charged me ****** and 201 66 which is one year's worth of service for 2 phones- which i did not receive any service for. but i did get the July illegal charge refunded Sep 30 23 but never the March 7th illegal charge. Ive been persuing this refund since July. And now they're saying they cannot refund me because it is too old. I did not use or ever activate or use the sim card. They owe me ******. And now PayPal won't accept the refund cuz it's over ******************************************************* So I suggested to mint today They can give me credit as my 1 year renewal is due Jan 3. PayPal wrote mint an email today to reimburse me or credit me. I've for over 60 hours into this. Mint admitted they messed up activating the sim cards and its not their proper protocol and they shouldn't have done it. I really want a check in the mail refund but they said they don't do that because i guess they are too stupid so today i suggested credit as my renewal is coming up in 5 days. They legally can't charge me without my permission and can't legally charge my credit card without my knowledge like they did and not give me a service. PayPal told me to file a police report as they scammed me. But ordering a sim card and activating it or not activating it are 2 different charges. So pray tell, what phone number did they activate when no such phone number existed on the March &July orders? My renewals for 2 phones are ******* and August and thise I renewed properly. But essentially they've stolen 201 66.

  Customer Answer

  Date: 01/18/2024

  Hello Mint charged me for one year service of $201 in March 7 23. I only ordered a **** sim card and did not activate it.  I called to verify it was canceled.  They said after 45 days they automatically cancel.  I've been arguing with them to reemburse me since June. Finally They have admitted to this error the problem is  they can't reimburse me because it's too old for my **************** and PayPal to accept.  Which us crazy weird to me. They need to give me 201 credit and I'm crazy to keep their service or they need to issue me a check. They can't just charge someone for services never received.  Its not fair or legal.  They did this to me twice. It's ridiculous I'm the innocent party here who got ripped off 201 and PayPal and **************** won't accept the refund.   Why? None of this is right or fair to me. It took me  a while to figure out this error and they admitted to it  and I have screen shots of our chat and I've tape recorded the calls.  I just want my 201. Back in mint credit or to PayPal  my **************** or a refund check.  This shouldn't be this hard. Please help me. My mint phone number is ************.  ********************;

  Business Response

  Date: 01/23/2024

  Hello,
  In regards to this concern, we were unable to process a refund as the customer opened a dispute with PayPal.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/23/2024

  I'm getting all different stories about PayPa Last I talked to PayPal they said they would send me an email that mint has not even tried to reimburse them.  mintt tells me PayPal is refusing itcuz its closed.  PayPal is telling me they've never heard from mint.  Yes if I've opened a dispute with PayPal mos and mos ago and mint keeps telling me they will pay PayPal  then why in the heck isn't mint reimbursing PayPal? And giving me the $201 credit back to my PayPal that is exactly what they need to do. I'm so tired of this this has been since March of 2023. Also, Miny can give me Mint credit. PayPal even sent Mint an email last month telling them to pay them. What is wrong with Mint? This is beyond ridiculous.  Mint told me to close my PayPal dispute a few months ago. I told that to PayPal and they said no way to close dispute because I'm left naked without any protection and Mint can drop the ball and not ever give me the money they stole from me. So how exactly does Mint want to reemvurse me? 1. They mail me a check? 2. They credit my PayPal account  3. I give them my checking account or debit card number and they reemburese me. ( is that safe?) *** way they stole 201. They need to give it back to me.  They are playing games. Every time I call Mint and PayPal I tape record it. Bottom line they stole 201 they owe me immediately.  I have all audio tapes and mint owes me 201 so they need to reemurse me immediately.  I've had a gut full  ill look for emails from pay pal to attach later but so what I have a PayPal dispute?- freaking pay them then. Why is that stopping them. Mint  Keeps telling me ever since October when I call them every month oh this is raised to the highest level dispute and nothing nothing that they still have my money and it will be almost a year I want my money

• Initial Complaint

  Date:01/02/2024

  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 purchased a phone and didn't even open the package as I decided to return it before it even arrived. I spoke to customer service, they approved the return, and I printed the return label. I dropped it off with ***** on 12/1/23. They sent me a refund confirmation number but never sent me the refund. Since then, I have spent hours and hours on the phone with customer service trying to get my refund. They tell me the warehouse made an error, that finance is waiting on the warehouse, and it's been over a month and this isn't resolved. I'm livid! I just want my money back! Order number-MT3999512 Refund confirmation #-9214870

  Business Response

  Date: 01/08/2024

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

  Customer Answer

  Date: 01/08/2024

  
  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:01/02/2024

  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 lost my phone and in order to help please report I need to log in to my icloud account. since my eyecloud is backed up to that phone number that is lost I cannot access it. I called the company to see if there is a backup for verification as I have my identification and can verify all the information from the account. this business has charged me for 3 months of service That I did not receive and they will not send a new sim card to the address on file so I can have access to my phone number gaining acces to basically my entire life. They said that I could upload my ID and all that if I go to the email that linked that they sent me but they refused to send it to my new email address that is not on file. they also refused to return the original amount to the original payment method. I'm not trying to steal someone's identity I simply ask them to send a new SIM card to the address on file and they refused.

  Business Response

  Date: 01/08/2024

  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:01/01/2024

  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.

  I ordered a phone and plan from Mint Mobile 4 days ago now. There was no mention of delay when ordering. I paid $19.99 for overnight shipping on 12/28/23. I have been calling in daily to get an update on the order, and no one seems to be able to find my order. I would like the phone delivered and I would like a refund for shipping.

  Business Response

  Date: 01/08/2024

  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:01/01/2024

  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 purchased a three month trial plan with ***** ******* has been good and the cost was great. Issue I ran into was the phone I had did not support esim. I currently have a work phone and a personal phone. I decided to upgrade my phone to a phone that would support esim and Sim in one phone. I was going to use esim for my personal mint service and the *** from my work phone so I wouldn't need to carry two phones.When I decided to do this I made sure to reach out to Mint prior asking if I bought a phone from them, it would give me the capability to insert my work Sim. I was promised that the phone would be unlocked if paid in full so I could use one phone over two. Since then I have tried 6 times to get it unlocked. Every time I was guaranteed it would get unlocked and every time I was denied.I also tried returning the phone and was denied since it was past 7 days. Only reason it was passed 7 days is because I was told by mint to not worry, it would get unlocked. While waiting for the unlock, it went over the 7 day window because I was told not to return it since it WOULD BE UNLOCKED.I have had chats and phone calls disconnect with me when I stated I would stay on the line until request was complete.I have asked for a refund or the unlock and am being denied both. I am trapped and $500 in the hole because they lie and mi's represent constantly.At this point not sure if just getting a lawyer for the satisfaction since I have numerous documents of their promising the unlock or refund and getting neither. So upset and frustrated. How can this company be business?!?

  Business Response

  Date: 01/04/2024

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/09/2024

  
  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.  Phone was finally unlocked and we can consider this complaint resolved.
  
  Regards,
  
  ***********************