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:12/21/2023

  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'm writing this after many conversations with Mint Mobile support team and not able to get a resolution. I purchased the sim card for my son ************************* on July 14, 2023 under Order Number MT3208767. I was going to transfer my number to Mint in July. I had incorrectly understood my current cellular supplier's contract which had to be continued for another 6 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. I even had one of the people on the phone trying to get rid of me during yesterday's call. When I call, the support team files for a refund and the refund team declines the refund request.I spoke to a manager named **** who told me my card would be reinstated and I will get a call from Mint. I didn't receive a call. Another associate couldn't find her notes. So now I'm in limbo. She provided me with reference number L2-136222. The other associate didn't know what this was.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, the reinstate the card or send another card. It's not complicated.At this point, I don't want ************ and would just like a refund. If getting the service is so hard, how difficult would it be to keep it.

  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

• 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.

  Bottom line: The 3 Month, Unlimited plan, is not being honored by Mint Mobile Issue: Mint states that the plan must be activated within 45 days of purchase Conflict: There is an activation date on the card stating activate by 8/21/2024 Consumer protection law is that a company honor the expiration date of the card/plan Mint is refusing to honor the pre-paid plan Mint is asking for another $90, refusing to honor the activation expiration date printed on card.

  Business Response

  Date: 12/27/2023

  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: 02/07/2024

  Greetings BBB and Mint Mobile:

        I am rejecting the reply from Mint Mobile. As their resolution was for me to reach out to them, yet my outreach is unsuccessful as they are not replying, please see attached evidence.

     As a reminder the *** card is UNUSED and still within the expiration date printed on the card.
  

        My resolution request is for them to activate the *** card. Otherwise, I'd like a check for the value of the *** Card which was prepaid, and has an approcimate value of $360.
  

        I look forward to hearing how the BBB can guide organizations to be better businesses by reminding them of best practices, laws, etc that also protect the consumers that keep them in business..And through that guidance, may the BBB bring me the justice that I deserve.

      Thank you for  your time and consideration in this matter.

      *Star

  
  

  Business Response

  Date: 02/13/2024

  Hello,
  In regards to this concern, we continue to review this matter and will contact the customer shortly to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 02/17/2024

  Mint is replying to get you off their backs, however they are not actually providing resolutions.

  Moreover it is allowing them to continue to do this to customers. It violates the law, as you know...or perhaps you will have something with an expiration date in the far future and have a corporation say your money is no good, then maybe you will understand my concern....

• Initial Complaint

  Date:12/20/2023

  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 a 3 month deal of phone service from Mint Mobile in November (order # MMO_357026). When I received the phone it was cracked from top to bottom and already on, like it was used. I called and returned the phone within 24 hours of receiving the phone. I was sent a return label and mailed it back and ordered a new phone. The new phone was not the phone I ordered and I was told that the "back office" will be calling me within 24 hours to resolve the issue. I never received a call. I kept the wrong phone. Meanwhile I am not getting incoming phone calls and text messages. Half the time if I am called, there will be a "the number you have called is not in service" message. I have called for this at least 6x now. Now, 2 months later, they send the cracked phone back to me and tell me it's now out of warranty. I've expressed that I sent it back immediately and it wasn't out of warranty at that time. I'm continually told that the "back office" will call me, but they do not. I spent almost $300 on the phone and 3 month deal.

  Business Response

  Date: 12/26/2023

  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:12/20/2023

  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.

  Date: May 2023 Amount : One time payment $180 paid toward $15 monthly plan Its cellphone service plan purchased from MintMobile. I didnt like the quality of the service and felt its not keeping up with quality of service. So i canceled and moved to a diff vendor.When i requested the refund of the remaining service months, it was denied. The terms and conditions doesnt discuss or explains clearly what happens when a service plan is canceled like the one above which goes over an year.

  Business Response

  Date: 12/26/2023

  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:12/20/2023

  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.

  Ordered service on Nov 4 to use with an old phone because mine was having issues with one of the apps I use for work and i still needed to use the old phone for other stuff.Tried to activate via an eSIM. Activation did not work. Contacted support and they deleted the first eSIM, but said it would take several hours to issue new one. Tried again that night with same results.Contacted support again and asked that they send me a physical SIM. They said it would take about 7 business days. After more than three weeks, still had not received it.Called again on Nov 29.They said I would receive a refund in **** business days, as well as an email verifying the refund. It's now Dec 19. I've heard nothing back.

  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

• Initial Complaint

  Date:12/19/2023

  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.

  Paid for a subscription. Never got any response, mail, email, phone, or other contact

  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

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My e-sim for Mint mobile's cellular service stopped working last week (used both for personal and business). I reached out, provided information to be verified, and they submitted a new e-sim request. 3 or 4 days later my wife received a phone call that the issue was resolved and I would need to speak with customer service to have a new request put in. Saturday (after losing business from not having cellular service) they said they'll submit for a new e-sim... but they had to verify me, so I provide 3 local numbers (same ones I used to get verified 2 days before) and they said the numbers couldn't verify me, but they would submit the request. Account gets locked for 24 hours. Sunday I reach out again. **************** said the person on Saturday filled 1/4 of the form out so the request got cancelled.. re-submitted... waited another ***** hours and finally get a new e-sim. As of today (2 days after e-sim activation), I still cannot activate visual voicemail with the e-sim. **************** said they don't support visual voicemail, but it was working before my e-sim needed to be replaced. I requested a prorated refund with customer service for service and business lost. Their customer service refused to provide a prorated refund. I then requested a refund for next month's service (3-month prepaid plan) as I intend to leave Mint Mobile, but they refused and said they don't offer refunds.

  Business Response

  Date: 12/22/2023

  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: 12/23/2023

  I received a phone call, but a voicemail was not left and a ticket # was not created. I called customer service and had to re-explain the issues I've had. The customer service agent began reviewing all of the previous issues and agreed that the experience I've had has not been great. As he continued to talk we were disconnected. I can receive a phone call back, but have not received one as of writing this.  

  Business Response

  Date: 12/28/2023

  Hello,
  We have contacted the customer to resolve this issue and the account should reflect the updates.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:12/19/2023

  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 9/19/2023 I purchased a 3 month plan from mint mobile. They sent two simm cards one with the plan and one with a 7 day trial. I did'nt know at the time there were two cards. Both packages looked similar in appearances and I accidently installed the sim chip with a 7 day trial. We had a loss in the family and the phone sat for a bit before I checked it again and recently I noticed it was not working. I called mint mobile they said that the phone had the wrong chip installed. So I looked around and eventually found the other chip, but when I called back with the right chip they said It could not be activated because it was over 45 days. So basically I paid for 3 months service and only received 7 days. This is a deceptive business practice targeting people so they can take their money without providing service.

  Business Response

  Date: 12/22/2023

  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:12/19/2023

  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.

  Return phone from order #******* with Mint Mobile,they approved the return and send me a return label,I return the phone to them,and the tracking number said they received the phone back to them on Monday the 11th of December, here is the **** tracking #********************** ,call them up, and they have no record off receiving they phone.

  Business Response

  Date: 12/22/2023

  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: 12/22/2023

  I still haven't received a credit to my **** from Mint Mobile.

  Business Response

  Date: 12/28/2023

  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: 01/03/2024

  receive refund from bank to **** ,made dispute  with ********** but don't  know if refund was from Mint Mobile or dispute from Bank.

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a mint mobile yearly plan at ****** a year plus taxes. Have been charged ****** Mint representatives agree there is an issue but don"t know how to correct it

  Business Response

  Date: 12/19/2023

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