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:12/02/2023

  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.

  In trying to swith our service to Mint Mobile we were able to switch one line and the other line they could not and we could not go without that line. We asked for a refund and supposedly they gave us one which would take 4 to 6 weeks. Called to check on the statis of the refund and they said we had to do that online and since it was past 4 days from the date we requested one through their customer service we were not going to get a refund. This company is horrible.

  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: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 have had only two bars of service for the past two years. This means very poor service, people having difficulty hearing me, dropped calls, and occasionally no service. It is not an issue with my phone as Apple ran extensive diagnostics and confirmed it was a ************ issue. I have filed numerous complaints to customer service and tech support who fail to call me back when they say they will. I follow the initial instructions and then there is never any change - or follow through from them. No resolution. This has devastated my productivity, strained relationships, and consumed excessive time and energy. It reduces my quality of life and the response has been immoral and undignified. I am asking that as a courtesy for the suffering you have caused, the h*** you have put me through. A refund. And then a resolution - fixing this issue once and for all.

  Business Response

  Date: 12/07/2023

  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 

• Initial Complaint

  Date:11/30/2023

  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.

  Mint mobile offered me 3 months free if I renewed my contract with them. Well, I paid them $400 for a years worth of service and never got my 3 months free. I've tried contacting both the text chat and phone line and both mediums told me that they won't honor the deal, because I don't have a screenshot of the offer. I didn't expect them to renege after I paid, so I didn't think it was necessary.The offer was through their official app. It wasn't some scam email, text, call, etc.

  Business Response

  Date: 12/03/2023

  Dear ***********************,
  We apologize for any confusion and frustration you've experienced regarding the 3-month free offer. This is not the experience we aim to provide, and we understand the importance of honoring our commitments. To address your concerns directly, we will be reaching out to you privately for more details.
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 12/03/2023

  Mint mobile contacted me privately to tell me that even though it was an offer directly through their app(not some spam mail, text, etc) it was a scam and they won't honor their deal.

   

   

• Initial Complaint

  Date:11/30/2023

  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.

  Ordered a phone and SIM Card/service plan on 11/14/23.Phone would not work. I spent about 6 hours with tech support over a period of a week. They agreed to replace it under this reference: M-******. Nothing happened, so I called back after a few days. We agreed that I would send the phone back and that they would refund me as per ticket number CRT-*****. Again, nothing happened.I chatted today (11/30/23) to find out what's going on and I was told that the refund was not authorized because the request was not made within 7 days. The thing is that I spent the bulk of that time with their tech support on three occasions that used up that window, but the phone simply wouldn't work. I should not be faulted for trying to fix the phone in good faith during this period of time. It's not fair or reasonable to penalize me with the 7-day policy when I'm trying to make it work. Furthermore, the 7 days should not apply when the product is simply broken right from Day 1.I have been told that I would first get a replacement and then a refund. Then they changed their position. I feel terribly misled, especially as I was working in good faith to get the phone to work.

  Business Response

  Date: 12/07/2023

  Hello,
  In regards to this concern, we will work with 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:11/30/2023

  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 family plan & activated 1 sim, but I was not getting incoming calls, I could text & call out. Called ********** did troubleshooting thought it was resolved & refund for the 2nd sim not needed. Calls still not coming in, I attempted their chat but they did nothing. So I called in numerous times, I was told my phone was partially unlocked, or **** needed to be called, then after several calls I ask for a supervisor who told me there was a error on activation but it had to go to the engineering team & to allow 24 hours before calling back, when I do call back I'm told the ticket was closed because I didn't answer my phone, I told them AGAIN this is my work phone, I have meetings and phone calls so I'm not always able to answer it and there was no voicemail. They said they'd have to do another ticket but would escalate it & instead of waiting 24 hours it would only be 4 hours, I explained again I leave at 4pm so please do not call after that or they'll close it again because I didn't answer, I was told it was noted, I waited through my lunch & breaks waiting and by 4pm my time no phone call, something told me if they lied about so much up until this point they'll call when I'm off, so I waited & sure enough he called at 4:30pm, I asked him did it not say I'm off so he was going to hang up, I told him wait I need service and he said they were going to mail me a new sim & that would fix all my problems, he's been doing this for 7 years it will work but it might not come until the next day or maybe the next & then call them when I get it. I've now been left with no service or anyone caring, I had calls to make and went and found someone who could provide actual service, when I called for a refund I was told it was past the 7 ********** not a customer anymore & should have waited for the sim to see if that's the reason for no service or its my phone. I've been lied to & hung up, so why should I trust that I would receive a working sim this time.

  Business Response

  Date: 12/07/2023

  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: 12/07/2023

  I do not believe they will try to contact me, they've lied so much I don't trust them.  They let me with no cell service and then they wanted me to wait additional days for another sim card, almost 3 weeks no incoming calls, then no service at all, I just want my money back.

  Business Response

  Date: 12/13/2023

  Hello,
  In regards to this concern, the refund approval was emailed to the customer on 11/24/23.
  Thank you,
  ******************

  Customer Answer

  Date: 12/14/2023

  The refund in November was fir a SIM card that I didn't need, when I called customer service about my phone not getting calls they processed the refund and then tried to fix my phone,  from there I lost service and they don't seem to understand there were 2 ****, 1 refunded the other SIM left my phone with no service .I have explained this to Mint several times, it's frustrating the level 9f incompetence. 

• Initial Complaint

  Date:11/29/2023

  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.

  Purchased a phone end of august 2023. Used the 7 day return policy to return the phone. The said they would send a return order t my email in 24 hrs. It never came so I called back the apologized and guaranteed it would be sent with in the next ***** hrs. Again it never came. I called every 2 weeks and got the same apologize and the guarantee it would be come. this Took place August, September, November and now December. I have an email saying the refund will be processed in 3-5 days. That was October 16th

  Business Response

  Date: 12/01/2023

  Dear *************************,

  
  We sincerely apologize for the ongoing issues you've faced with the return process, and we understand your frustration. To address this matter promptly, we will be reaching out to you privately for more details.

  
  Best regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:11/28/2023

  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 ***** Phone and **** reps repeatedly mislead and outright lie via phone and chat. It can take several hours to get even their slightest error resolved because they will first stall you repeatedly with dropped calls, long hold times, non related questions and solutions and implying the issue is with you. Today after being given the run around for over an hour by phone, much of which was on hold - I decided to use the **** feature. For over 8 hours I was stalled, given misinformation including their contact address which seems to be a mail drop: [Regarding to your question, this is the full address in which our headquearters (sic) should be located at: **********************************************************************]. Then sometime later without mentioning in the 8 hour chat, or via email or text they "suspended my service. I knew that I was not able to go only but was not sure why and just thought it was a slow or no signal because that is can be normal for them at any given time but then when I tried to make phone calls they all forwarded to Mint Mobile but when the reps would answer they would ask why I phoned them. Eventually I was able to let them know that the calls were forwarding to them and then was told that the account was suspended because I requested a refund earlier. (I hadn't and have the chat log to prove it). Then on another call said it was an error try the next day, then I called again and was told to hold on - I called back after 15 mins - this person said that they would turn on the phone but didn't - then I started getting text from them with payment request when I refused I was left on hold. I called back again and said fine what is the least amount for the shortest period of time - at that point I was muted and left on hold with no music until after 7p when they closed and the phone is still down. I'll have to sign in to see what I can do to have phone service tonight and in the morning instead of waiting and chatting for 8 hours again tomorrow.

  Business Response

  Date: 12/01/2023

  Dear *********************,
  We deeply regret the frustration and inconvenience you've experienced with our phone and chat support, and we sincerely apologize for any misinformation provided.
  To address your concerns, we will be reaching out to you privately for more details. Our team is committed to understanding and resolving your concerns to your satisfaction.
  

  Best regards,Social Media Support, Mint Mobile

• Initial Complaint

  Date:11/28/2023

  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.

  1. I have been a customer of ******************, managing six lines. Recently, I attempted to port one of my business lines from Mint Mobile to *******Fi due to a service outage during my transition from a physical SIM card to an eSIM card. This outage resulted in a complete loss of service for over two days.2. Timeline of Events:November 26, 2023: Initiated porting of my number to *******Fi.November 25, 2023: Experienced total loss of service.November 27, 2023: Was informed by Mint Mobile that my number had been ported out.November 27, 2023: *******Fi reported that they had not received any port-out request from Mint Mobile.Multiple attempts to contact Mint Mobile support, was told the issue would be resolved by 8:30 pm PST, which has not been met.3. Impact of the Issue:This situation has caused significant disruption to my business communications, resulting in potential loss and inconvenience. The lack of service and the inability to port my number have directly impacted my professional operations.4. Attempts to Resolve:Despite repeated attempts to resolve this issue with Mint Mobile, including direct communication and escalation requests, the response has been unsatisfactory. The support team has repeatedly delayed resolution and has not provided clear or effective assistance.5. Desired Resolution:I am seeking an immediate and effective resolution to the porting issue, a formal apology from Mint Mobile for the inconvenience caused, and appropriate compensation for the loss of service and the impact on my business.I trust that the BBB will assist in facilitating a prompt resolution to this matter. I am prepared to provide any additional information or documentation as required.Thank you for your attention to this matter.

  Business Response

  Date: 12/04/2023

  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:11/27/2023

  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 friend placed an order using my unique mint mobile referral link on Oct 6, 2023. I have screenshots of him using my link and me sending my link to him. Unfortunately, mint mobile's referral process is so poorly built out that this process only works correctly about half the time. I've been told "I am sorry to inform you that the order does not reflect the referral link was used correctly". I'm sure this happens hundreds if not thousands of times per day and yet Mint mobile refuses to make any changes to their referral process. My friend used my link correctly and signed up for service. We are both owed referral money. Mint mobile is running a scam business.

  Business Response

  Date: 12/01/2023

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

  Customer Answer

  Date: 12/01/2023

  The $90 in referral credits has NOT been added to my account. Please correct this.

  Business Response

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/27/2023

  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 signed up for their service in July 2023, and they were running a promotion for $15 a month unlimited talk and data. When I paid, they demanded I pay for a year in advance to get the discount, which was the $202, which I did. After a couple of days, I realized this service was not for me. The data already ran out, which was supposed to be unlimited, and the phone service dropped multiple calls. This is when I switched service providers to TMobile, who I currently use, and requested a refund. This process, to say the least, was a complete scam. they kept sending me to different people who would make up names and tell me they were working on it. In August, I spent at least 40 hours on multiple days and occasions of calling in, trying to get this refund. If this company had any integrity, they would contact me to rectify this. If further evidence is needed, I can provide call records, bank statement showing where I paid, and emails I received from someone named "****" who said they wouldn't be giving me my money back, as well as a response i received from the complaint i filed on your website. Thanks for your time and consideration, I am hoping that you can help me resolve this important matter.

  Business Response

  Date: 12/01/2023

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