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:01/01/2024

  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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/31/2023

  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 paid for 3 months trial. Mint said they activated the number but my phone was locked to **** and that could not have been the case (it is tied up in an estate). Mint will not refund the $46.

  Business Response

  Date: 01/04/2024

  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:12/31/2023

  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 signed up for a one year 5 gigabyte plan in march 2023. The plan would cost $180 for 12 months of service. I was just charged $75 on December 31, 2023 for next three months? The billing system is impossible to understand. Mint Mobile charges whatever they want not what I signed up for. I want a credit for overcharges.

  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

• Initial Complaint

  Date:12/31/2023

  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.

  Mintmobike **************** agents overseas are not listening and getting things write.I have 4 different phone numbers with mintmobile, they disconnected my phone number wrongly. I have paid all my bills and still disconnected me wrongly due to agents who don't understand simple English and will not put in note into heir call records. The so- called supervisor promised to call me back on another line and did not.I have been without service on my phone line now and nobody cares about that.Instead they are asking me to pay another money, even when they have not refunded me my money.This is due to their agents not understanding and yet am the one the brunt.

  Business Response

  Date: 01/04/2024

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

  Customer Answer

  Date: 01/04/2024

  I appreciate MintMobile agent calling me today about 2pm but It is too late. I had to pay an extra money to get my phone working. Case can be closed as they have demonstrated how little they care about their customers.

  Business Response

  Date: 01/10/2024

  Closing case per customer request.

  Thank you,

  ******************

• Initial Complaint

  Date:12/31/2023

  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 signed up for a Mint Mobile family plan on Dec 26, 2023. I signed up for my phone number and my wife's. Based on years of data from being a ******* customer and seeing my wife used 1 gig per month and I used 4gig per month, I chose the Mint 5gb data plan for my wife and 15gb data plan for me.As of Dec 29 2023 - days later - I received a warning message of overage on our cellular data plan from Mint. It shocked me to see the overage. I went online to Mint and frantically looked for a stopgap. I added 3 gig of data for 21 dollars for each line for ***************************************************** a chat - minutes later - if I could change to the unlimited plan. He said yes. I said I would change to the unlimited plan. I also said I believed Mint was gouging the gigabyte usage and I asked for a refund for the 21 (42 total) dollars extra I paid just minutes earlier since I would switch to unlimited.The agent would not answer the question regarding my suspicion Mint was illegally increasing my gigabytes used to get more money from me.The agent refused my request for a refund on the 21 dollars extra per line and did not cite a specific rule in their ** and Cs. I asked for an escalation. The agent said even if I escalated, they would not refund the 20 per line. As I was sitting chatting with the agent, I saw my gig use increasing even though my wife and I turned off the cell usage on all apps.I switched to the unlimited plan on both lines for fear Mint would charge me with penalties.I went to my Citi Card and disputed the 21-dollar charges.Now I am asking BBB to investigate Mints counting of cellular data gigabytes. I did research and others complained about Mint over counting gigs to get more money from customers.I want Mint to explain how my wife and I used our usual monthly allocation of data in 3 days.I am also asking Mint to refund the ******-dollar charges for a total of 42 dollars.

  Business Response

  Date: 01/05/2024

  Hello,
  In regards to this concern, we will be contacting 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: 01/18/2024

  The business did contact me and will refund my 42 dollars and also said they would look into my issue with them overcounting cell data usage which I still believe they do. Thank you 
  

  
  

  Business Response

  Date: 01/25/2024

  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: 01/30/2024

  Please see the attached photos. Three days after I signed up for the Mint 15 gig plan, **** told me my allocation was going over the limit. I panicked and added 5gb. That extra data chewed up in minutes. I then added unlimited. I could not believe my wife and I used that much data. I complained to Mint but they would not answer me. 

  As you can see from a picture sent today from Mint. My wife and I only used minimum data so, we never really needed unlimited!

  The question to Mint is: Why did you over count our data usage in December? That lead me to increase my plan when in reality, I didn't need to increase it. My wife and I are older adults who stay on wi-fi. I looked at my allocation on ******* before I switched to Mint and it was consistently well under 15gb and that's why I signed up for Mint's ******************************************************** 3 days! 

  I've tried explaining this to Mint over and over.

  PLEASE EXPLAIN HOW YOU COUNTED MY DTA BETWEEN 12/26/23 (THE DATE I SIGNED UP) AND 12/30/23 (THE *** MINT SAID MY WIFE AND I BOTH USED UP OUR ENTIRE MONTH'S ALLOCATION)

  I am not yelling. I am emphasizing.

  The person from Mint who called to tell me I got a 42 refund on the first charge said he could not handle the question and that he was referring it to someone else. I have not received an answer. Thanks so much, ****

  PS I tried attaching 2 JPGs at 416KB which is very small but the system is disallowing it

   

   

   

• Initial Complaint

  Date:12/31/2023

  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.

  I was looking for a new cell provider and in searching I came across Mint mobile. Mint told me I would be covered in my area with 4G LTE if I chose to use my existing 4G phone or 5G if I upgraded. In and around my home, about a square block, I get 1 bar 10% of the time and No signal at all 90% of the time. Mint has a compatibility checker that I used and a support agent told me that my specific phone was compatible with their service. It turns out that I can't use wifi calling on MINT MOBILE with my device, which they finally told me AFTER I purchased the service and spent 8 hours of nonsensical "troubleshooting". Mint provides a coverage map, which is a complete and utter lie. Not a misrepresentation. Not an exaggeration. It is completely false. As mentioned, I am well within and surrounded by green (service available) on the map, but am unable to receive any signal. 99% of the time I try to call someone, I get a No signal error and it fails. When it works, it takes literally 1-2 minutes to start calling and then loses signal within ***** seconds. After contacting Mint mobile support, they have provided absolutely no solutions beyond the agents repeatedly saying they apologize, as if that helps. They have suggested that I contact the device manufacturer... They have assured me that my service will definitely work after they change the tower my phone is connecting to... After 3-4 of those, literally no difference.I am baffled that a company can blatantly lie about the services they provide, double-down when confronted about it, and then simply apologize when they admit defeat as a resolution. All in all, I am left with no phone service whatsoever. I can't even call someone to change my phone provider if I wanted to.I have dealt with some very questionable companies over the years, but I have never had a more disappointing, insulting, pathetic excuse of a company in my life. This goes for the lies paraded on their website, to the nonexistent support.

  Business Response

  Date: 01/05/2024

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:12/31/2023

  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.

  I purchased a 12 month plan for my wife and I in April of this year. The service worked well until the beginning of July when it suddenly stopped working. Over the last 6 months I have spoken with 10+ customer service agents who all promised they could fix the service issues. Nothing worked and they told me they would escalate the issue and call back. No one ever called back. I called again and had to go through the whole process with another customer service agent who said they could fix it and told me to do all the things Id already tried and promised it would be different this time. I told them I will have to change providers because I have to have service at home. They refuse to help and because the service worked for the first 3 months I cannot get a refund on any part of my 12 month prepaid plan.Paying for 12 months of service and only getting 3 and then being given the run around by countless agents and wasting many hours of my time is really messed up. They cannot help and refuse to provide any kind of extender that could help the situation. They will not refund me and refuse to even call me back when multiple agents keep promising that will happen.

  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: 01/04/2024

  I have received no communication from Mint Mobile at all. They are lying to me and the BBB by saying they contacted me. If they did try to I would love to see some proof of that since I have nothing in my email and have received no phone calls or text message communication from the business. 

  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

  Customer Answer

  Date: 01/17/2024

  
  Better Business Bureau:

  While the response was not well done and took a lot of work on my end to actually resolve, they have closed out my account and issued a partial refund. The business did not notify me at all and suspended my service after issuing the refund which left me without a working phone in the middle of a business day without any warning which made my day very difficult. I was glad that they FINALLY actually did something, but the way they went about it was not professional or courteous to me as a customer. The business also shut off my phone without unlocking it which meant I had to wait until I was home and could use a different phone to get in touch with customer support and have the phone unlocked. This was also the 3rd time that I asked them to unlock the phone and the previous 2 times I was told they would put in an order to have it done which the 3rd customer service rep confirmed had not actually been done by either of the other 2.

  At this point I finally have an unlocked phone that I can go to another provider with. It took roughly 6 months to get to this resolution, but I am happy to be done with Mint Mobile and their absolutely awful customer service.

  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:12/31/2023

  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.

  I am paying for phone service and bought a new phone through them. Due to Thier inadequate customer support they deactivated my phone and couldn't activate my new phone that came from them, and after 9 plus hours of chat time( since I can't call them) I still have no phone service. I feel like I'm getting scammed.

  Business Response

  Date: 01/04/2024

  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: 01/04/2024

  I still do not have service 

  Business Response

  Date: 01/10/2024

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

• Initial Complaint

  Date:12/31/2023

  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.

  I purchased 2 sim cards for my wife and I to switch from ******* Wireless on 11/25/2023. We were very excited for the idea to be able to spend around $200 for 6 months worth of service instead of $150 per month. We got our sim cards quickly and we were able to activate and use the phones with no problems around the 1st of December. On December 11th, both my wife and my phone stopped connecting to their LTE network and were stuck on an Edge network making our phones unusable. Phone calls couldn't be made or received and text messages only worked when connected to Wi-Fi. I contacted customer support via my desktop and went back and forth with a representative sending screenshots of the issue and troubleshooting. ******* finally said to put my phone in airplane mode for 30 minutes and reach back if it didn't fix the issue. 30 minutes later, I reached back out and got another rep who tried additional troubleshooting methods with no fix. They verified that I was in an area with great coverage and that I should be having no issues. They also verified our phones (iPhone 12 pro and iPhone XR) were compatible. I explained at this point my frustration and quickly began to realize that Mint Mobile was not going to work. After only 10 days on their platform, I asked for a refund. They let me know that because we had been using the service for more than 7 days that it was outside their refund policy. I asked to have them escalate my request because they couldn't fix their service, but they essentially told me that would not work. I've attached my full chat to show all I went through with the service reps (3 in total) and no resolution was ever provided. Even though I was outside of their very small return policy window, I thought it would be fair to consider that if they can't provide a service that works, that a refund should be appropriate. I've taken my service back to ******* and although they charge quite a bit more, at least my phone works.

  Business Response

  Date: 01/04/2024

  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:12/28/2023

  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.

  a few months ago I purchased a new plan from mint mobile, as a new customer they had a promotion of 15$ a month for the unlimited plan and after that initial 3 months you could renew and "lock in" the same pricing for 6 to 12 months. At the end of this introductory period I went to renew for another 12 months at what I thought was 15$ a month, I have screenshots of all of their advertising and at least to me its very clearly laid out. But when I went to renew ************* plan is 40$ a month and the 5gb plan is 15$ a month. I spoke to mint through their chat service and they continually avoid even acknowledging the existence of this promotion. This to me is very clearly deceptive marketing at best and fraud at worst, surely they should be held accountable on some level in the interest of protecting the consumer. I hope some resolution can be found for this issue, I appreciate any help you might be able to offer. Thank you

  Business Response

  Date: 01/03/2024

  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