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:06/10/2023

  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.

  In March/Apr I called Mint mobile due to their advertising and I was asked to give credit card to pay first then they will ship the *** (2 **** would be shipped -one for 7 day trial and a permanent sim). I was told that I try the free 7 day first and if I like it I will use the permanent Sim ; if not, I can call to return & refund. So the Rep charged me $51.62 right away. After few days, I did receive a package for the order. However, in the package there as only 1 sim card. I called and the Rep told me that is for the 7 day trial sim card. The order # MT2842113. I am supposed to get permanent card but I never received one. So I kept calling to inquire . Everytime they would say they'd mail out the permanent sim . But since then I never received anything else. I had been putting complaint someone reached out but then never replied back. To me, this company proved everything about fraudulent business is. I felt defrauded by them. It was such of waste alot of my time all these months to even called and complained to them. Please help to get me refund and put a review about this company as fraudulent . Due to their intention, I ended up not having a phone while waiting for their service but never provided never came. Attached below is the order paper that came with the package showing I paid for the Sim Kit; however, the permanent sim was not included!

  Business Response

  Date: 06/14/2023

  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 7 business days for the funds to be credited back to the customers account.

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:06/09/2023

  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.

  Over the last two weeks, I have talked to 7 customer service agents and wasted dozens of hours. DO NOT TRUST MINT MOBILE. I bought a phone from them over a year ago and used them as my service provider for that time. Two weeks ago, I called them to unlock my phone so I could go to a different carrier, my phone is fully paid off and I have met their contract obligations. I was on the phone with them for two hours and they assured me the phone would be unlocked over the next ***** hours. It never got unlocked. I called them again and they apologized because apparently there was an error where the ticket got closed and the unlock request never went through. They sent another request and I waited another 72 hours. THE ***** STILL WASNT UNLOCKED. I talked with 3 more customer service agents, and they all assured me that it was unlocked; however, when they checked it was not. They said they would check with the *********** and escalate the claim; however, none of them called me back and the phone still remained locked. At this point, I was furious with them and asked to talk to a supervisor. The supervisor they connected me with was ****, his ID: ******* and he assured me that he would unlock the phone and call me back the same day after it was fixed. HE NEVER CALLED. I then spoke with another supervisor ******, her ID: ******* and she apologized for the other agents and assured me that they had an engineer working on it and that she would follow up the next day and the engineer would call once it was fixed. It has been over a week and NEITHER HAS CALLED. My fully paid-off phone is still locked and I cannot switch carriers without spending $900 on a new phone. Mint Mobile has lied multiple times about calling back and fixing the problem. I do not recommend them to anyone. DO NOT WASTE YOUR TIME.

  Business Response

  Date: 06/23/2023

  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, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/09/2023

  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.

  Date 6/9/2023. I called Mint to get access to my account so I could replace a lost phone. I did not know my password as it not required on the app in my phone. They would not allow access to my account as they send password reset options to the phone only (which is lost) As a option they needed to know 5 local phone numbers I call. Again, that information is only on my phone. I do not memorize phone numbers or keep a phone log. Of all persons I questioned after they agreed they could not give five numbers without their phone. When I then could not order a new phone the customer service rep recomended I buy a phone at Best Buy and call back. I then contacted another carrier and ordered a new phone and contacted Mint for my account and pin number. Again I was turned down because of their security measures that DO NOT WORK when you do not have the phone. I believe this is a active attempt by the company to make it difficult for customers to port or leave the company. I would like them to help me port my number, and access my account.

  Business Response

  Date: 06/23/2023

  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, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 06/26/2023

  This company has misused my trust for the last time.   It needs to make amends to all its customers not me.   Its request or my personel information is yet another attempt to abuse me.    Tell me how your are going to fix the problem not how your are going to try and apease me.   That does NOT require my personal information;

  Business Response

  Date: 07/03/2023

  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, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/09/2023

  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 switched to Mint Mobile for the $15 dollars per month service and added funds for International Roaming, but as of date, I have not been able to get any service when outside the **. I have tried to use Mint Mobile in ***********, in *****, in ******, and in *****, and have never been able to get a signal. I have called technical customer support several times and they've even opened a case for me, but no one has ever called back and every time I call for a follow-up, they tell me that they are investigating the matter, but it has been 6 months and I haven't been able to get any additional information or resolution on why I can't get international roaming service which I have already paid for?

  Business Response

  Date: 06/14/2023

  Hello,

  In regards to this concern, we have issued a refund for the roaming purchase, please allow up to 7 business days for the funds to be credited back to the customer's account. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 06/15/2023

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

• Initial Complaint

  Date:06/09/2023

  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 unlocked phone has been locked to mint mobile. They dispute that fact but I am only able to activate mint cellular service in this phone. All other carriers deny my activation due to phone being locked.

  Business Response

  Date: 06/14/2023

  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 7 business days for the funds to be credited back to the customers account. For the device, the customer will need to return to their point of purchase for the device to get their device unlocked.
  
  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:06/09/2023

  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.

  Using Mint Mobile's referral program, my wife setup a phone account for her mother. I gave my wife the referral link from my mint account, and she used it to create her mother's account. She also put my phone number in the comments saying it was referred from this phone number. After 30 days no referral credit. I contacted Mint Mobile, and they simply stated their system doesn't make mistakes and that my wife therefore didn't use the link. Both my wife and I work in the tech industry and I am a Network System's Engineer. Using a provided referral link is child's play. This referral program appears to be a scam as I provided the customer service agent with the order number, my mother-in-law's name, my phone number, and her phone number in addition to mentioning that my wife put my number in the comments box in addition to using the referral link. I don't expect them to make good, as they were very dismissive, but I want to make a record for others to see at the very least.

  Business Response

  Date: 06/21/2023

  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, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 06/23/2023

  Dear BBB, you may close this issue; however, the company's response is just another example of poor customer service.  About 24 hours after lodging the complaint with BBB, a referral credit appeared on my account.  This indicates someone at Mint took action.  Some days later they started asking for my mobile number via email, to address the complaint.  It should be obvious to all that read this reply, that a mobile telephone company of which I am a customer demanding I respond with my ********************** phone number is beyond ridiculous.  My phone number was part of the complaint, and even if it weren't my name sure was.  Why does a telephone company need to harass you to provide the phone number they bill me to use?  Was this to make it appear they were actually working on the issue to the BBB?  Clearly the left hand didn't tell the right hand a credit was applied. Which also begs the question, if they didn't have my name and phone number, how did they give me a credit just one day after I filled the complaint?

  So I reject this disgraceful "response" from Mint as it is a clear example of terrible customer service competence, and ask you ********************** to close this complaint as I've wasted enough time on it already.  As I stated in the original complaint - it was made to publicly document the poor service in your system as a warning to others. 
  

• Initial Complaint

  Date:06/08/2023

  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 international roaming on May 8, 2023 for trip overseas to ***** and ********. Main purpose was to receive voicemail messages and texts. I did not receive messages and found out when I came back from trip on May 30. Notified Mint Mobile and they refused to refund and said they are unable to retrieve text messages.

  Business Response

  Date: 06/12/2023

  Hello,

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:06/07/2023

  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 year subscription for mint mobile service , during the trial period of 7 days the service was fine after I purchased it for a whole year at $185 the service began to decline had several drop calls a day when I was driving I had several drop calls while I was driving I was unable to text and receive text several times recently went out of town twice I could not make any phone calls no service I have caught five times for a solution did everything they said still having the same problem they claim the service was good and it would have something to do with my phone I ran my diagnosis on my phone and it seemed to be fine I want my remaining money from the subscription to be returned tired of calling every time I can't get service or text messages I dropped calls my subscription ends in October I have four more months left on my subscription and I can't afford to keep missing and dropping calls I would like a refund of the remaining months

  Business Response

  Date: 06/12/2023

  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 10 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 06/12/2023

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

• Initial Complaint

  Date:06/07/2023

  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.

  6/2 i attempted to pay my service as it expired on 6/7. MINT mobile took ****** but did not apply it to my account. I called them and 3 wayed with my bank to verify the money had been taken. They said they would call me 6/3. They did not. I called them 6/4,6/5 and 6/6 multiple times and spoke with multiple supervisors. I was told the money would be refunded before they took the actual amount for my service. I was promised several call backs and to date not one return call. The money has not been returned yet they took an additional ****** on 6/7. This leaving my checking account overdrawn. I am now receiving overdraft fees due to their not returning the money theu took and not applying to my account.

  Business Response

  Date: 06/14/2023

  Hello,
  In regards to this concern, a team member is reaching out to the customer ASAP to resolve this matter, as more information is needed to resolve. 
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 06/15/2023

  I have replied to every eemail.I have not recieved a phone call yet. No solution has been offered. 

  Business Response

  Date: 06/21/2023

  Hello,

  In regards to this concern, we have no record of the funds being withdrawn by Mint on the customer's account and we recommend that the customer contact their bank to resolve the issue.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 06/22/2023

  Mint Mobile has spoke directly with my bank to confirm the transaction. One of the supervisors i spoke with said they had a transaction ID but did not know where the money was. I have been to my bank, and am working with the fraud department. I have sent screenshots showing the money was withdrawn. I have done absolutely every thing Mint Mobile has requested including waiting 20 days to gwt my money back after many many promises that it would be refunded clear back starting on day 3!

• Initial Complaint

  Date:06/06/2023

  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 have gone back and forth with the customer service of this company 5 times already. On the 01 of June my Sim card stopped working I have been without service for 1 week. I have talked with the agents and they cant provide me with help, they refuse to replace a SIM card, to give me a refund for services not given. They engage in a dirty tactic in which they don't have to provide services for the money just because you pay a year in advance. They refuse to refund anyone unless it is 7 days after activation even if they don't provide the service afterwards. I have no service for what I paid for, and none in their customer service support helped. They also limited the timeframe that customer service can help you. When you chat with customer support, the chat closes in ********** and you have to start all over again with another agent. Multiple times I have spoken with an agent just for them to work on the problem for past 5 minutes and getting disconnected. It takes hours just for someone to refuse to refund you for services not given.

  Business Response

  Date: 06/12/2023

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a partial refund for the customer unused service has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 06/12/2023

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