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:12/12/2023

  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 a sim card for Mint Mobile and pre paid for 3 month service. I never received a sim to activate phone. I waited 30 days to get sim. I called to explain and they apologized and stated since I don't have a phone account due to no activation I'd receive my money back. Then I called again and they stated I was outside of their 45 day refund period. This is a blatent scam.

  Business Response

  Date: 12/14/2023

  Dear *********************,
  
  We sincerely apologize for the inconvenience you've faced, and we understand your frustration. One of our expert will be reaching out to you via email to solve this refund issue. 
  
  Best regards,
  Mint Mobile Support

• Initial Complaint

  Date:12/12/2023

  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.

  10/6/23 Phone call (PC) to Mint to obtain new cell svce, for $45. Transaction completed; *** to arrive within 2-4 days. 10/16/23 PC to Mint Mobile to follow-up on *** card that had not been received. Rep stated that there was an error on their end; another card would be sent in 1-2 days 10/18/23 PC to Mint; card received and svce activated by rep however, it did not initially work. Rep suggested the problem was with my cell phone and should be checked. 10/19/23 Had phone checked by another carrier who charged $37. The *** card was reinstalled the *** card & worked.10/23/23 No cell svce. 10/24/23 PC to Mint Mobile regarding no cellular service. I spoke to ****** who reviewed the account, order due to no svce. After review the rep said there was a problem with the *** card and another would be sent within 10 days.10/25/23 PC to Mint to request cancellation and refund. Reference # was provided for the refund process. 10/30/23 PC to Mint. Charry ******** the 10/25 refund request & the 2-3 day timeframe. 11/7/23 PC to Mint re: the refund delay. Rep ******** the refund request was made on 10/25 & explained it would take ***** days but could not give a firm date. She stated she would review & call back with more information. The reference # for this call was the same as the one from the 10/25/23 call.11/14/23 PC to Mint. Spoke to **** who said the refund had not been processed due to an error on their end, She gave another reference # and said she would review and call back.PC to Mint; spoke to *****. He stated he saw that the order was cancelled on 10/25 but did not see a refund request. He supposedly checked with the response team who stated that no refund was submitted and none would be granted because it was too late. I was transferred to a support team floor supervisor, Jam who provided another reference # and ID.Received email stating the refund request was denied because it was received too late.

  Business Response

  Date: 12/14/2023

  Dear *************************,
  We apologize for the inconvenience and frustration you've experienced. We understand that the situation has not been resolved to your satisfaction, and we would like to investigate this matter further. Please expect an email from our representatives. 

  
  Best regards,Mint Mobile Support

• Initial Complaint

  Date:12/12/2023

  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 bought their 3 month plan for $45 June 13th. My life has been crazy busy & stressful but I got around to buying a new phone & tried activating my SIM card today. Approx 90 days later. I talked to both their online chat & called their customer service to connect my phone. Although Their workers were nice, they were completely unhelpful. They just kept referring to the ****************** & told me I'd have to re-buy a new account for $90 for 6 months. So they essentially stole $45 from me. I think this is an extremely greedy & deceptive business policy. It makes me sick to think that thousands of people a year are probably getting screwed the same way I am by them. If this is how they treat people that WANTED to be NEW customers, I can't imagine them treating existing customers any better. I was not aware that their ****************** state the Sim cards get cancelled only 45 days after purchase. I could understand 6 months or a year. but 45 days!? Give me a break.

  Business Response

  Date: 12/14/2023

  Dear *****************************,
  
  We apologize for any frustration or inconvenience you've experienced. We understand your concern, and we'd like to review your situation to see if there's any possibility of resolving it. We'll be sending you an email to address this issue. 

  
  Best regards,
  Mint Mobile Support

• Initial Complaint

  Date:12/12/2023

  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.

  My wife and I purchased new phones and a phone plan from Mint Mobile in early September. My wife's phone was glitchy from the start with glitchy lines and display function issues. We contacted Mint Mobile several weeks after receiving the phone. They told us to send the phone back and it would take about 2 weeks for them to fix it and send it back to us. This was too much time to be without a phone as a small business owner. Instead, I took my phone to a local cell phone repair shop and they couldn't find the *** sticker on the phone cover. They said it was likely a refurbished phone and not a brand new phone. We called ******* and they told us that the phone had been activated about 1 year earlier and thus we didn't buy a new phone. ******* said the warranty was no longer valid because the phone had already been activated by another owner. The phone continued to be glitchy, but would work if you pressed hard in the middle of the screen. While doing this I accidentally pressed too hard and the screen cracked. I sent the phone back to Mint Mobile looking for a full refund because they had falsely advertised that these were new phones and not previously owned phones. Mint Mobile ended up sending the broken phone back to us and denied our refund request of $299.00. Buyer beware, do not buy a phone from Mint Mobile even if it appears that it's new. By talking with other people after the fact, they have a practice of selling refurbished phones without telling the buyer. This is fraudulent and needs to be stopped to protect consumers. Their customer service is also severely lacking and it's near impossible to get through to anyone who can actually help.

  Business Response

  Date: 12/14/2023

  Dear ***************************,
  We sincerely apologize for the inconvenience you've faced and the challenges with your phone purchase. We understand the importance of having a reliable device, and we're sorry for any frustration caused.
  We'd like to address your concerns directly, so we will be reaching out to you privately for further assistance.
  Best regards,Mint Mobile Support

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service 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 order service from them, at first they screwed up order, then they sent me a link for an esim but link was broken and wouldn't load so they never actually activated my phone and dragged this out for days so when I finally gave up and asked for the refund they claimed it was past 7 days from activation and are refusing refund. This feels like a scam because I wasn't able to get a response from website about refund so I had to find a phone to use to try and contact a human to process it which the tried to drag out even longer but I couldn't take being without service any longer. The only thing they did was hold onto my phone number for a few days and they feel comfortable charging me 6 months of service for that? If anything I feel like I need compensation for having to deal with their rude customer service who's "help" boiled down to "Go to ******* and figure it out"

  Customer Answer

  Date: 12/13/2023

   I just want a refund or at minimum a partial refund since I didn't do anything wrong and they were at fault for not being able to activate me. Stringing me along to run out the clock so they won't have to refund seems unethical. 

  Business Response

  Date: 12/15/2023

  Dear *********************,
  We apologize for the challenges you've encountered during the activation process, and we understand your frustration. This is not the experience we aim to provide, and we sincerely apologize for any inconvenience caused.
  To address your concerns and expedite a resolution, we'll reach out to you privately for additional details. We appreciate your understanding and are committed to ensuring a satisfactory resolution to this matter.
  Kind regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:12/12/2023

  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.

  This company is deceptive, promising lower rates for cell service, however they will disconnect your service with existing carrier, leaving you with no service, unable to coordinate the transfer, I begged them not to disconnect the number until service was restored, instead the customer service reps ignored my request, leaving me without a phone, I called 4 times, nothing was accomplished. An refund is demanded. A reversal of the paypal charge is in progress. Be very carful before you consider doing business with them

  Business Response

  Date: 12/14/2023

  Dear *****************************,
  We sincerely apologize for the inconvenience you've experienced during your transition to Mint Mobile. It's disheartening to hear about the challenges you faced, and we understand the importance of reliable communication.

  We'd like to address your concerns directly, so we will be reaching out to you privately for further assistance.
  
  - ************ Support, Mint Mobile

• Initial Complaint

  Date:12/11/2023

  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.

  Mint mobile sent me a new phone card and a free trial card. When I wanted to continue using my old phone card on a new one, I didn't know my account number and couldn't log in with my old phone number. When I wanted to use the trial card to call customer service, the activation number for the trial card was wrong, preventing me from using the old phone number. The invalid trial card caused me to lose 700 contacts, but the customer service said that the trial card was free so I could not get compensation.

  Business Response

  Date: 12/14/2023

  Dear ******,
  We sincerely apologize for the inconvenience you've faced and the challenges with your Mint Mobile experience. Losing contacts and facing difficulties with the trial card activation are certainly frustrating, and we understand the importance of a smooth transition.

  We'd like to address your concerns directly, so we will be reaching out to you privately for further assistance.
  
  - ************ Support, Mint Mobile

• Initial Complaint

  Date:12/11/2023

  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've had service with Mint mobile for several years now. It's generally been adequate for the price paid. However, a couple of weeks ago, my phone service stopped. I can't make any phone calls nor can I receive phone calls. Out of the blue, for no reason. So if someone called me, the caller would not hear any rings, it would automatically just say "the phone is not in service" or something like that. Normally, if my phone is off, the caller can leave a voicemail but no, I am missing important calls because callers cannot leave a voicemail. I contacted mint mobile and they had me re-set the network settings, it did not work. I brought my iPhone to Apple and they said they can't do anything because the cellphone provider has blocked my number!!@!! Contacted mint mobile again and they want to try changing the cellphone ********* has nothing to do with the cellphone tower because I can't even get wifi calling to work. And like I stated before, callers are note even getting voicemail!!! This company is terrible. STAY AWAY!

  Business Response

  Date: 12/18/2023

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

• Initial Complaint

  Date:12/11/2023

  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.

  Dear Consumer Association,I am writing to file a complaint against Mint Mobile for their service. On September 8, 2023, I purchased a one-year unlimited plan from Mint Mobile for $180 ($45/3 months). (order number: MT3576133)I received four *** cards to be used, but after the first one expired, I found the remaining three were already expired.When I contacted customer service, I was told that the *** cards had to be activated within 45 days of receipt or they would expire. This information was not clearly stated on their website nor communicated via email. The Activate by date on the *** cards is listed as June 17, ****, which contradicts what customer service told me.Due to this misleading information, I requested that Mint Mobile extend my service or refund the cost for the remaining nine months. However, they refused my request. In light of this unfair service situation, I am seeking your assistance in resolving this matter. My contact number is ************.Thank you for your attention and assistance.

  Business Response

  Date: 12/18/2023

  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

  Customer Answer

  Date: 12/18/2023

  
  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.

  thank u very much, that helps a lot to me
  
  Regards,
  
  **************
  
   

  
  

• Initial Complaint

  Date:12/11/2023

  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 attempted to purchase a one-time 10GB of Data Add-on through the Mint Mobile App on 12/11/2023.The app told me my charge had been declined and to attempt the charge again. After the second attempt to buy this one time add-on.I was informed by my bank that I had been charged two times. I contacted the company and told them of the error in the app that led me to being double charged. They informed me that they have a no refund policy for data add-on. I tried to explain to them that I had only authorized one purchase. And that the second one was a glitch. They insisted that they do not refund. Even when their app messes up.

  Business Response

  Date: 12/18/2023

  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

  Customer Answer

  Date: 12/18/2023

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