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:12/06/2023

  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 cancelled my mint mobile account today and wanted to get a refund for the remaining 2 months that I have already paid for but will not use. I was denied a refund.

  Business Response

  Date: 12/12/2023

  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:12/06/2023

  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.

  On October 23 2023 I purchased a mint 3 mobile subscription and it promotion price of $15 per month. I switched my number when it arrived on Oct 25, 2023. Right away I had problems with some calls going straight to voicemail. I called mint support and was able to get the service to start working again. A week later I noticed that whenever I stopped using WIFI I had to restart my phone to get the data to start working again. i assumed that issue was with my phone but then i began to notice that all my calls would suddenly disconnect after 5 munities so i had to either switch my phone to 3g/2g only to make and receive calls normally or to 4g in-other to use the data. I would get voicemails even when my phone did not ring and the phone showed full bars. on November 30 I decided to cancel my service and port out my number after yet another call to tech support could not fix the issue. I requested a refund on the final unused month and was told the they only issue refunds if service was cancelled in 7 days. I believe I should be refunded if not the prorated days remaining at least the final unused month since my cancellation was due to Mint mobile inability to provide a proper functioning service. I missed several important calls due calls not going through despite being in a mint service area.

  Business Response

  Date: 12/11/2023

  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: 12/11/2023

  
  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:12/05/2023

  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.

  MINTMOBILE 1. Initial Intent: I contacted Mint Mobile to open a new line, intending to transfer an old phone number from a previous cell phone company to this new line. I already had an account with ******************, under your daughter's name.2. Mistaken Transfer: Instead of creating a new line for me, Mint Mobile transferred my old phone number to my daughter's existing phone. This process inadvertently erased my daughter's original phone number from her account.3. **************** Challenges: When you attempted to resolve this issue, I encountered multiple problems with Mint Mobile's customer service: - Repeated ********* My calls were disconnected multiple times, hindering any meaningful progress in resolving the issue. - Communication Barriers: The customer service representatives seemed unable to understand the complexity of your problem - Supervisory Access Denied: Requests to speak with a supervisor for better assistance were denied, leaving me without higher-level support.4. Misleading Solution and Additional Costs: I were informed that to retrieve your daughter's original phone number, I would need to purchase a new *** card. After complying and purchasing the *** card, Mint Mobile then failed to restore my daughter's phone number as promised.5. Inflexibility in Service Options**: Efforts to restructure my account into a family plan were not supported by Mint Mobile, limiting my options to manage multiple lines effectively under one account.6. Refund Refusal: Despite the inconvenience and cost incurred due to their error, Mint Mobile has refused to issue a refund for any of the expenses or for the troubles caused.7. Lack of Follow-up and Accountability**: Mint Mobile has not provided callbacks or adequate follow-up. 8. Overall Impact: This situation has left me without a satisfactory resolution, additional expenses, loss of your daughters original phone number, and a significant amount of time and effort spent trying to rectify the situation.

  Business Response

  Date: 12/12/2023

  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:12/05/2023

  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 received a new Iphone 15 that is e-sim only. I requested to switch to e-sim with Mint on 11/25 and was provided an e-sim card. The activation failed. Over the course of the last 10 days I've been issued 5 replacement e-sim cards, none of them provide reliable service. I have been without service for the past 10 days, missing important phone calls and text messages. I've created multiple tickets (L2-113921, L2-120412, L2-120412, L2-122191) with Mint, followed all the troubleshooting steps but none of it worked and Mint was not able to establish service. I tested my phone (which does not have any sim carrier restrictions) with another carrier ******** e-sim) and it worked with no issues, so the problem is with Mint and not my phone.I had prepaid for another year of service (from Dec 20, 2023 to Dec 20 ****). Mint support has refused my request for a refund. I would like a full refund of this prepayment since the carrier is not able to provide service to my phone.

  Business Response

  Date: 12/11/2023

  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:12/04/2023

  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.

  Mint mobile not honoring its "7 days money back guarantee". I signed up for Mint mobile 3 months 5 gb plan on Nov. 25, 2023 under order # MT4020451. I decided to cancel service within the 7 days trial period and successfully submitted a cancellation request (see dated print out). However, after the successful submission, I was not given any reference # or email notification that a cancellation request had been submitted. I have called Mint customer service several times and had spoken to ****, *****, *****, and ********* but they all told me to just wait for ***** hours and someone will call me. They told me they noted my calls on my account, indicating a cancellation request had been put in within the 7 days grace ******* It had been more than 48 hours since I submitted my cancellation/return request on Dec. 1, 2023 but to this writing (12/4/23), I have not received any call nor email stating the cancellation had been effected and have not received a notification that a full refund had been issued to me. Furthermore, to this writing, the Mint mobile service continue to be active. I want the service to be stopped and a full refund of $56.19 be issued back to my credit card immediately as promised by ****'s 7 day money back guarantee commitment!

  Business Response

  Date: 12/11/2023

  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: 12/11/2023

  
  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:12/04/2023

  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.

  We changed carriers from ************* to Mint Mobile last week and paid for three months in advance for two phone lines. I have an iphone my husband has an android. ******* locked my sim card without my knowledge even though my iphone is unlocked. As a result I have been without service for six days. Mint Mobile did not inform me in advance that iphones may require a sim card unlock by the previous mobile carrier. I found out after the fact that an esim card would be better. We are elderly and I had to borrow someone else's phone to make all the calls over three days to sort out this misinformation/ confusion. This is very poor customer service. I believe I should be compensated somehow for this inconvenience. As of today, I still have no cell phone service. This morning **** at Mint said she would send me an email for esim qr code. I should have been told this BEFORE I changed carriers. Mint failed to advise me fully and correctly as a potential customer. As a result, I've had NO phone service for five days going on six!

  Business Response

  Date: 12/08/2023

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

  Customer Answer

  Date: 12/08/2023

  I did not receive an email or any confusion occasion from Mint Mobile about this matter.

  Business Response

  Date: 12/14/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer via the email and 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:12/03/2023

  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.

  Date Of Transaction: Nov 25, 2023 Cost 2 transactions $752.34 & $265.78 Summary of the issue: Had credits on my number and the auto renewal took my credits but charged me the full amount for 4 lines that renewed.Called customer service right away to resolve the issue talked to two customer service and one chat ultimately took 2 hours and they said they had a ticket out and they would call me back. They didn't. I followed up and they said there was no ticket found.I said to cancel and they said I can't because its past the 7 day grace ******* But I was told to wait and then they say they have no record.Tried again to fix the billing was on both the chat and the phone with 6 different customer service representatives. When they went to say we will get a manager all of them disconnected me or ended the chat early. I finally persisted and they gave me another ticket and I waited and they said it isn't ready.Now I can't cancel and spent hours on this issue without any resolution. I'm stuck now and this company still continues to do these practices.

  Business Response

  Date: 12/08/2023

  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: 12/08/2023

  
  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:12/02/2023

  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 was charged for 3 years of Mint Mobile service, when I only have 2 accounts. I've tried since the end of August to get refunded, to no avail. Their customer service either can't or won't help me with my refund.I've spent MANY HOURS with customer service, my bank, my credit card company, and everything points to Mint Mobile. Please help me get my refund for almost $300.Thank you. ***************** ************

  Business Response

  Date: 12/08/2023

  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:12/02/2023

  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 bought the mint mobile ****** pixel 7 pro and 6 Mon Get 6 Mon Cleverness Small plan. But I contacted the customer care and cancel the plan and opted for refund and took new 3 months plan. They provide me refund ticket as CRT96358 but I havent received the refund yet. When I contacted the support today they told that ticket got auto close as I didnt reply to an email. But unfortunately I havent received the email from support. So they told they wont be refunding now.

  Business Response

  Date: 12/08/2023

  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: 12/09/2023

  They are not willing to refund the amount 

  Business Response

  Date: 12/15/2023

  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, 
  ****************** 

  Customer Answer

  Date: 12/19/2023

  I havent received any email on the return. Its not about the device return its about the plan cancellation and refund. My plan has been cancelled but not got refunded. 

  Business Response

  Date: 01/05/2024

  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: 01/10/2024

  
  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:12/02/2023

  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.

  ON 12/1/23 MY SON, *************************, WENT ON MINT MOBILE APP TO ADD 3 MONTHS OF SERVICE. HE HAD $45 IN HIS MOBILE APP WALLET. HE WANTED TO USE THAT AND HAVE THE $30 REMAINING TO COMPLETE PAYMENT, TAKEN FROM MY BANK ACCOUNT. HE WAS UNABLE TO MAKE IT HAPPEN ON HIS OWN. HE CONTACTED CUSTOMER SERVICE. HE INTERACTED WITH TWO CUSTOMER SERVICE REPS. ONE WALKED HIM THROUGH THE PROCESS AND ENDED UP TAKING THE FULL AMOUNT PLUS CHARGES, TOTALING $82.38, FROM MY BANK ACCOUNT. MY SON IMMEDIATELY ASKED TO HAVE IT REFUNDED SINCE IT WAS NOT WHAT HE ASKED FOR. THEY DENIED THE REQUEST. AS IT WAS 10PM EASTERN TIME, I WAS UNABLE TO TALK TO SOMEONE. I WENT ONLINE TODAY AND TALKED TO A REPRESENTATIVE. I WAS ON W/HIM (******) FOR NEARLY TWO HOURS. HE HAD A REALLY HARD TIME UNDERSTANDING MY REQUEST (I EXPLAINED IT SEVERAL TIMES). FINALLY AT THE END HE PUT IN A TICKET FOR ME TO GET A FULL REFUND. AN HOUR LATER I WAS TOLD IT WAS DENIED. THE REPRESENTATIVE "HELPING" **** WITH THE PROCESS OF RENEWING DID NOT DO HIS JOB CORRECTLY AND IT RESULTED IN TOO MUCH MONEY COMING OUT OF MY ACCOUNT.MY REQUEST WAS TO EITHER RETURN THE $45 THAT SHOULD HAVE BEEN TAKEN FROM THE MOBILE APP WALLET AND USE THAT $45 NOW. OR. GIVE ME A COMPLETE REFUND.NOW I WANT A COMPLETE REFUND OF THE $82.38. IF IT NECESSARY, I HAVE THE ENTIRE CONVERSATION SCREEN SHOTTED AND SAVED.

  Business Response

  Date: 12/08/2023

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile