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:12/23/2023

  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.

  After stranding me for 6 months in ***** with no international cell phone service, Mint Mobile promised me they would reimburse me for the payment I made to them.THEY HAVE NOT DONE SO.If you want the most exasperating customer service experience of your entire life, go to Mint Mobile

  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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 12/19/2023 for a family plan except they kicked my daughter off because somehow we were on two different plans but in a family plan. I paid the family plan price only to have her booted off and disconnected. They refuse to refund me or help me resolve the issues without charging me again. Its deceptive and predatory. All this while I was dealing with my 3 day old grandson having open heart surgery. Its absolutely insane to me that this even happened let alone the added stress it caused me during this difficult time.

  Business Response

  Date: 12/29/2023

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

• Initial Complaint

  Date:12/22/2023

  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.

  Transaction: 12/7/23, Paid: $ ******* for 3 ** 5GB plan-sim kit, Apple iPhone 15 Plus-Blue 128gb, 12 mo 5GB Plan-sim kit. LACK OF REFUND DURING REFUND ALLOTED TIME. No detectable efforts for business resolving problem. Order #MT4109820. Delivery tracking#************, RETURN TRACKING#************ which ***** generated to return to shipper after I rejected the delivery. The return package was received at the mint mobile shipping facility on Dec 13,2023@10:28 pm and signed in by ***************. Cancelled this order on the same day, Dec 7,2023 as it was generated, and merchandise was received before the 7 day trial ended. NO EXCUSE FOR LACK OF REFUND. I have ***** proof and an email sent to me by ********************************** stating refund approval sent on Dec 13, 2023. Over 20 phone calls to customer service and supervisors which I have recorded with names and responses.

  Business Response

  Date: 12/28/2023

  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: 01/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:12/22/2023

  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 purchased a phone service with Mint Mobile a year ago and was not very happy with the performance, especially when the primary location of the service changed. So I started to look for another service provider with a better quality of service for the area of the intended use. On 12/1/23 I requested the number to be ported from Mint mobile to a different provider and worked with the tech support to complete the porting request. I had no problems receiving the account number an a pin to release the number and the porting was completed successfully on 12/6/23. it took a bit longer, but since I was waiting for the new phone, I did not mind waiting. Once I got a confirmation that my number is working on the new phone, I went back to Mint Mobile and requested a refund for the charge on December 1 in the amount of $82.80 that was charged by the autorenewal for 3 months. I did not cancel the autorenewal ahead of time because I was not sure I would be switching away from the company. After I completed the refund I waited for more than 10 days promised but have not received it, so I reached out to the customer service and first, it took 6 minutes just to get someone to answer the chat, then it took another 23 minutes going back and fro, because the refund was denied. apparently I was supposed to request the refund prior to porting the number out! I re-read the T&C and there is no mentioning of such a condition for refund! after 20 minutes, they declined even the refund of month 2 and 3! referring to the line "We will not refund any funds loaded into your account" that is located in the new Min Mobile service cancellation paragraph. The bottom line, I was charged for 3 month of service I have not used, my refund request was denied, my dispute request was denied, and at the very end they sent a service satisfaction survey! I saved the chat log on my end if anyone is interested in reading the entire conversation with Mint Mobile agent.

  Business Response

  Date: 12/28/2023

  Hello,
  In regards to this concern, we have attempted to contact the customer via the email and/or phone provided on this form. If the customer could respond to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:12/22/2023

  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 had a t-moble prepaid plan and it have taken mint 3+3 months unlimited plan and asked then to port my number from t-mobile, executive asked me to delete the number before porting so it gets easier for getting a **sim transfer and I followed the steps as suggested and I have got a mail that its done but when I scanned the qr they send for to get the **sim, I have got a different number and not the number that is supposed to be ported in. I have raised a complaint, they called me after 24 hours and done basic verification and told me that transferring has been done but it hasnt reflected on my mobile, I still have the same number. I have been following up on this for a week now. Every time they tell me to wait till 24 hr and the technical teams going to sort this but they dont call back neither the issue gets sorted. They do not transfer the call to technical team. Everyday its the same thing they tell me. Its been a week and its really hard as everything of my personal and business is connected to the same number and I have been struggleing to work it around for a week now. I am constantly calling with the customer care but I do not see any progress or help. Its the same thing they tell and its frustrating.

  Business Response

  Date: 12/28/2023

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

  Customer Answer

  Date: 12/28/2023

  I was told multiple times that they will call back when ever I spoke to customer care which is atleast twice a day from past 10 -12 days, I never received call back and issue doesnt seem to be settled down. 
  I just want my number back on *********************** they had to say is thats its in process and with the technical team and they cant communicate with technical team, neither connect me. All they can say is they will call back and its in process . Same thing for past 10 or more days. 
  I cant wait anymore and need my number in priority 

  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

  Customer Answer

  Date: 01/04/2024

  they emailed me and called me call got disconnected and they didnt call me back again and I responded back on email asking for the process that they are suggesting because I didnt understand what they where trying to say or do. 
  I called then again multiple times and also emailed them. No response. This is absolutely ridiculous, its been 20 days and they have no solution and saying this now. I need my number back asap as everything has been linked to that account and its been a hard 20 days as my work and personal accounts are connected to the number. 
  I need immediate resolution 

  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

  Customer Answer

  Date: 01/17/2024

  I got my remember back finally I am thankful about that. 
  but for the whole trouble that I have gone through. I would request a compensation of extended 6 months of service with out any additional payment alone with the 3+3 months pack that I currently have and paid for. 

• Initial Complaint

  Date:12/22/2023

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Mint Mobile for an unauthorized $131.92 transaction on December 1, 2023, withdrawn from my bank without prior notification, even after I had already transferred to US Mobile on November 29, 2023.Key evidence:1. A screenshot of Mint Mobile's unauthorized $131.92 transaction on December 1, ******. A screenshot of my transaction with US Mobile.The Mint Mobile account information is as follows:* Account: ************ * Transfer PIN: **** * Email: ************************* I urge the Better Business Bureau to hold Mint Mobile accountable for their actions and prompt them to refund the unauthorized $131.92 promptly.Thank you for your attention. I await a swift resolution.*********,***********************

  Business Response

  Date: 01/10/2024

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply. 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.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/11/2024

  The company has never reached out to me in any way, even though they have all of my contact information, such as my cellphone number ************** and email address **************************

  Business Response

  Date: 01/16/2024

  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:12/21/2023

  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 ordered a phone and a six-month activation from Mint and the phone I received is faulty. I ordered a ******* Galaxy S20+ 5G, the phone arrived in a timely manner but within a week the phone started acting up. The phone will randomly turn off; I think the phone has a battery issue. I could find almost no Tech support from this company. The only thing I could find on their website was an automated refund request that was denied since it was beyond 7 days. When I actually found a tech support number and called, I spoke with someone outside the country who was difficult to understand and who obviously didn't care. I was told that it was beyond 48 hours so there was nothing they could do. This company sold me a defective phone and then told me that I waited too long to initiate the return, so it wasn't their problem. This phone started showing signs of defect within a week. This is a simple manufacture defect that should have been replaced by the company without issue.

  Business Response

  Date: 12/27/2023

  Hello,
  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  Thank you, 
  ****************** 

• Initial Complaint

  Date:12/21/2023

  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 12 13 2023 I subscribed to the Mint Mobile service. I was told my phone was compatible with the system and my number I have had for 20 years can be transferred over. I tried for several days to get my number switched over only to find out the e-sim card would not work with my ******** I was forced to now buy a physical card and wait for it to be shipped. It is now 12 21 2023 and still no sim card and I have not been able to use my phone for over a week! I have been on the phone every day trying to get a sim I payed $9.99 for and nothing. Now I am being told it was successfully shipped to the wrong address! How is it considered successful if I dont have use of my phone, and no sim card? Lastly, I was told I had to chase my package down with ***** myself!!!!I didnt ship it, they should be tracking it down. End result the package went to the wrong house, and they have not offered to ship another sim card...

  Business Response

  Date: 12/27/2023

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

• Initial Complaint

  Date:12/21/2023

  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.

  Back in September the service failed to renew despite having a card on file. They require a phone callnto fix this, which is difficult when you have no service. This was resolved. Then my SIM card began acting up. I barely used my service for over a month. Finally I requested a new one when it failed altogether. Again, they require you to call. Email and chat do not help anything, it has to be on the phone. Again, they remove my service and expect me to call. But I had already gone through over a month of defective service that I was paying for and now I can't even use the service I am paying for and they are making it nearly impossible to resolve the issue. They continue to profit without providing a service.Finally, the suspend my account for "suspicious activity." They tell me to call a number. Once again, I am left without the service I am paying for. I can't call the number provided. I again contact chat and they again tell me to call. I call the number provided, and it takes me to a different phone company. The customer service provider gives me mints phone number. Mint doesn't help and gives me *another* phone number. I am doing all of this on a friend's phone because mint is making it impossible for me to do it on my own. When I call this number, they are not available due to hours. They blocked my service after hours, why can't they fix **************? So now I am stuck without service and don't know when I will be able to call them again to get it resolved. I have been paying for their service for over two months and have barely used it the entire time.I paid a 12 month plan. I want that plan to start when my service is reinstated as I effectively have no been able to use what I am paying for thus far.

  Business Response

  Date: 12/27/2023

  Hello,
  In regards to this concern, we have found that the account is suspended for fraud and the customer will need to call the phone number provided during business hours.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/28/2023

  Since they have removed my service, I cannot call them. Mint will not allow any phone calls to any numbers go through in this state. This is what they do every time. They s**** up, they take away my service, they refuse to do anything unless I call a number, which they have removed my ability to do so, and then blame me for not calling. This is unacceptable. They need to give me access to my phone number. They aren't protecting anyone with this fraud claim. They are just denying me the service I paid for.

  Business Response

  Date: 01/03/2024

  Account has been restored as of 12/29/23.

• Initial Complaint

  Date:12/21/2023

  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 purchased a cellular plan with Mint Mobile on July 14, 2023. Once I went to activate the *** card on December 18, 2023, I received an error message. I contacted Mint Mobile and the explained the situation to representative. She mentioned I was supposed to activate the *** within 45 days, or it becomes inactive. She mentioned I was eligible for a refund, but I had to fill out the form on the site and at the same time was trying to sell me another plan. I denied the new plan until I received my refund. I also asked the representative, could Mint Mobile just send me another *** card for the plan I purchased and don't worry about the refund. The representative said she wasn't able to honor my request of sending another *** card but walked me through the refund form. I received an email stated my refund was denied. I replied to the representative (****************************************) that a representative from her company said I was eligible for a refund and the (7) day cancellation doesn't apply to me because I never activated my account. I also asked her to escalate my complaint to management. At this time no one from Mint Mobile reached out to me. My order number is MT3204603

  Business Response

  Date: 12/26/2023

  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