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:12/26/2023

  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 the 12 month plan; however few days before the plan started we changed our mind and canceled it. Apparently, they do not refund the money directly to the bank account but to the ********************** "renewal balance". We chatted with someone about it (I have the conversation saved) and we were told that they will fix our internet issues and to go ahead and renew for at least 3 months more. He also said that to not worry we will get our money back if we are still not satisfied with the internet. We did that, but the internet continued to be horrible to the point of not even being usable. Now we want to change our internet provider, but we were told by 2 people that we are unable to get our money back. The third woman, ***, said that she would create a special refund request for us. Well apparently, she never made that request. We chatted with someone today and she said that the request was never created. Im assuming that **** wanted us to hangup and made up a story of how she will create a "special refund request" for us that way we can get our money back. We have all the chats saved as a proof. So to not lose the money we will extend our cellphone plan, this way our money won't be stolen from us.

  Business Response

  Date: 01/02/2024

  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:12/26/2023

  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.

  On December 12th I was charged $324.87 for a 12month pre paid plan I did not mean to get a 12 month plan. I only wanted a 3 month plan and I was not aware of their refund policy they told me because it was more than 7 days they were going to keep my money. I dont even want there 3 month plan because it doesnt offer what I need in a plan I was just going to take a hit for the bill and then change plans after the 3 months were up assuming they would pay me back for the 9 months I wouldnt be needing of there service. This to me seems pretty easy to refund me and bring my plan to a 3 month plan and refund me the difference. I wonder how many people the get away with taking there money because of there hidden 7 day refund period, this is a horrible way to treat there customers I need that money to pay other bills I never even meant to get the 12month plan Im willing to take a partial refund and stay with them for the 3month plan they just dont have what I need in a plan and this seems very unreasonable for them to just take my money.

  Business Response

  Date: 01/02/2024

  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:12/26/2023

  Type:Sales and Advertising 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 had my Child's mobile account under the main account with ********************** bot of which were paid in advance. My child's number had to be ported out and I contacted mint mobile for details. I was never informed about any consequences at this point in time for porting out my phone number or any stopping of services if I port the number out. When I contacted mintmobile about another number on the account to replace the ported account, they told me that they closed the account completely irrespective of the fact that it was under another account and also declined to provide services for the money they already had from me. They said they cannot issue another number as the account is closed but also declined to refund even though that should be possible. This was despite the escalation within mint mobile. This shows that it is not a system limitation issue but an ethical issue from mintmobile. All I want is the service that mint mobile has already taken the money for or refund the amount. I am still quite disappointed of this attitude from mint mobile which I believe is an ethical company due to association with *************************.

  Business Response

  Date: 01/02/2024

  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:12/26/2023

  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.

  I called MintMobile today to cancel and get a partial refund for a line that I owned for my mom. The reason for cancellation is because my mom passed away in November of this year but they won't and will not make an exception. I paid a 12-month contract that started on 6/05/2023 for $202.91 and it still has an additional 6-month to go. The only thing that they offered was to suspend the account but would not be able to offer partial refunds. It disheartening that they operate this way.

  Business Response

  Date: 01/02/2024

  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: 01/04/2024

  Mint mobile did indeed provided the partial refund but it was on the wrong account.  They instead closed and partially refunded my account at ************.  The account for my mom is ************.  I contacted mint mobile again after and explained the situation but unfortunately their reps said that they couldnt do anything to rectify.  I suggested to undo the refund and reactivate my account, and issue the refund for my moms account.  I even spoke with multiple reps and even spoke to one of their supervisor but nothing that they could offer to do.

  Business Response

  Date: 01/10/2024

  Hello,
  In regards to this concern, we see that a refund for $101.46 was issued under number ending in 7671.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will consider this complaint resolved.  Just to be clear, MintMobile did not do much on their end to resolve the issue.  I did not see a credit for $101.46 but rather I filed a credit card dispute and the credit card institution ruled in my favor and issued a $101 refund.
  
  Regards,
  ************
  
   
  

• Initial Complaint

  Date:12/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a new account during the "free bacon" promotional period where each new account would come with a coupon for free bacon. Despite my best efforts, the link to claim the bacon coupon did not work (********************* website broken?) and I could not claim the bacon. I contacted customer service on 12/22 and they confirmed that the website was not working and I could not claim my bacon. Feeling deceived and misled.

  Business Response

  Date: 12/29/2023

  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

  Customer Answer

  Date: 12/29/2023

  Have received no email from the company. One voicemail but I couldn't speak to anyone yet.

  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: 01/05/2024

  Thank you I have received an email and waiting for resolution.

  Business Response

  Date: 01/12/2024

  Hello,
  In regards to this concern, we have contacted the customer to get the necessary information to provide their promotion.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/17/2024

  They contacted me and I provided the information, but this is still unresolved.

  Business Response

  Date: 02/02/2024

  Hello,
  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/06/2024

  
  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. This complaint is considered resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/24/2023

  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 have a $60 credit on my account ************. Please refund it to my original method of payment or issue a check to my residential address at **************************************************************************************************************************************.

  Business Response

  Date: 12/29/2023

  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:12/24/2023

  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 paid for 3 months up unlimited data with MINT MOBILE. By the end of the first month the mobile data would not work unless I had the Wi-Fi on with it that's not normal when I leave home I'm not able to use my phone because it reads no internet connection When I call up there customer service leaves me and hold the hours and then they disconnect me from the call. When I sent an email for help I got an automated reply telling me to call the chat box when I call the chat box they tell me to call the 800 number that's the drama I went through for a whole week it literally made me sick I bought a new phone I bought a new SIM card I've contacted T-Mobile I've contacted the manufacturer of the phone I went back to where I bought the phone from it's none of that it's my internet service I do know my APN settings are incorrect and because they don't know the right ones their solution is to just hang up on me so now I've had no internet connection on my phone without Wi-Fi for the past month. And I'm just disgusted by the whole thing I would like somebody to contact me to get my .phone working again I also would like to be added an additional month for all the service I haven't had in the past 6 weeks I lost my job without having a phone to use outside God forbid this an accident I can't even call 911 because I have no internet connection it only works with my Wi-Fi which is free unsecured Wi-Fi

  Business Response

  Date: 12/29/2023

  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:12/24/2023

  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.

  I called Mint Mobile to set up service on Oct 7, 2023. The agent set up 2 lines for $107.44 in error as I only have 1 cell phone. I caught it while on the phone and he apologized and said he would expedite a refund. Then he set up a single line and I was charged for that. So charged for 3 lines. I received a package with 2 SIM cards and returned without opening, then a day or two later received a package with 1 SIM card and returned without opening. I had also called to say I did not want their service because I had not been refunded the original overbilled amount. I tried to dispute with my credit card company and they said to call Mint Mobile back. I did multiple times with assurances of refund. I see full refund in different amounts in mid October then in November on my credit card statement I was rebilled $47.75 between November 2 and 6 with date of October 7. I called Mint Mobile again and agent saw this and assured me of refund of $47.75 within 48 or 72 hours (November 27). Then on November 28 I receive an email from Mint Mobile that 45 days or more had elapsed since my first phone call to start service so I would not get a refund. I never started service. I never accepted delivery of SIM cards. I called repeatedly within 45 days without success.

  Business Response

  Date: 12/29/2023

  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: 01/02/2024

  
  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:12/24/2023

  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'm writing this after many conversations with Mint Mobile support team and not able to get a resolution. I purchased the sim card on Oct 7, 2023 under Order Number MT3741298 for my daughter. I was going to transfer her number to Mint in Oct. I had incorrectly understood her current cellular supplier's contract which had to be continued for another 3 months. I didn't want to waste Mint's sim card so I didn't call to cancel the service.I found out from Mint on Dec 17 that the Mint card expires. The policy says there is no money back after 45 days or 7 days of service. But Mint is not even reissuing the card or providing a new card. I'm tired of the multiple calls made to Mint without getting a resolution. When I call, the support team files for a refund and the refund team declines the refund request. I would also like to take advantage of Mints buy 3 months and get 3 free offer which started in November 2023.My experience with Mint has been poor at best. I'm not sure why they would even cancel the sim card if I have paid for it. Then give me the run around in getting a replacement. Mint needs to review this policy and train it the associates better in handling this. If you can find the order, then reinstate the card or send another card. It's not complicated.I would just like a refund so I can re-purchase the card.

  Business Response

  Date: 12/29/2023

  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:12/23/2023

  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 a Mint Mobile customer who tried to port out my phone number to ** Mobile on December 21, 2023. Since then, I have been unable to use my phone number with either carrier. Mint Mobile claims that the number has been ported out, but US Mobile says that it has not received the port request. I have contacted Mint Mobile customer service multiple times, and they have been unresponsive, unhelpful, and unprofessional. They have failed to call me back as promised, and have not taken any action to resolve the issue. They have also refused to provide me with any confirmation or documentation of the port out process. I have wasted over six hours of my time trying to fix this problem, and I am still without phone service.

  Business Response

  Date: 12/29/2023

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