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:11/25/2023

  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 coerced me into signing up for Auto-renewal and as such for putting my credit card on file. While I was at it I changed my plan based on their recommendations. Their first act the second my card was on file was to charge it for three months for their most expensive plan. I called and they said they would review my case and if approved they might refund my money for the three month plan that I never signed up for. Also if they approve my refund then they plan on charging me immediately for the new plan further tying up my assets for their convenience and gain. I would like an immediate refund, I'd like compensation for my time spent on call with their support team at my current rate of earnings of $64.42 per hour and since they have chosen to abuse the trust committed to them by abusing the use of my credit card on file I want to be able to cancel Mint Mobile service at my convenience with a full refund for the time the plan is not used.

  Business Response

  Date: 11/27/2023

  Dear ******,

  
  We sincerely apologize for the inconvenience you've experienced, and we understand your concerns. Rest assured, we take this matter seriously, and we are committed to resolving it promptly.
  To address your case, we will be reaching out to you privately for more details.

  
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/27/2023

  The business simply reached out to me to ask for more information their response contained no attempt at resolution and no offer of resolution that could be accepted.

  Business Response

  Date: 12/01/2023

  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: 12/07/2023

  
  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:11/25/2023

  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 location in the supported, updated ****** Chrome browser is showing that I am in *******, ** when I am in **********. I called Mint Mobile from a landline on 11/25/2023 at 4:02 p.m. Eastern Standard Time and spoke to ***** who said that there was no way to document our conversationa and to prove that she had reset the network to reach the nearest tower. I also have not heard back from the online app support.

  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

  No changes were made to the account as of my complaint and I have not heard from the company.

  Business Response

  Date: 12/07/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer via 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

  Customer Answer

  Date: 12/08/2023

  I unfortunately did not receive any emails or phone calls from Mint Mobile that I did not respond to. 

  I am not sure where the disconnect is, and would like to know what email or phone call was made in reference to this issue.

  Adding a wallet credit of $45 that can only be used for data or international calling is not a feasible solution. I did not even know I was issued this until I received notice of this via the BBB.

  Business Response

  Date: 12/12/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply using the email and phone number the customer provided on the ******************** form. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/13/2023

  I did not receive any phone calls or emails from Mint Mobile. I was the one who keeps having to reach out to ***************** I just recently reached out to Mint Mobile via chat and phone call.

  Business Response

  Date: 12/19/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer with no reply using the email and phone number the customer provided on the ******************** form. If the customer could respond to the last email we sent, with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 01/04/2024

  I previously filed a complaint with BBB in regards to Mint Mobile. According to the BBB complaint response, someone at Mint Mobile claimed they were trying to reach out to me yet never received a response. I have gone through numerous chats as well as phone conversations with Mint Mobile, as well as a text test. Nonetheless, I am receiving phone calls and text messages from Mint Mobile themselves with no problem, and have no record of Mint Mobile reaching out to me via phone or text.

  Business Response

  Date: 01/10/2024

  Hello,

  Regarding this matter, we have attempted to contact the customer at email address provided on the form (
  *************************) with no reply. If the customer could reach out to us at their earliest convenience at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile
  

• Initial Complaint

  Date:11/25/2023

  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 am a loyal Mint Mobile customer with the phone number ***********]. On October 20, 2023, at 11:43 PM, I made a payment of $45 to cover three months of my phone bill, valid until January 20, ****. Enclosed, please find my bank statement and Mint Mobile Receipt as proof of this Receipt Transaction ID is ********. However, on November 22, 2023, I discovered that my phone suddenly lost service.I immediately contacted Mint Mobile's customer service team, reported the issue, and provided my account information along with payment evidence. Despite multiple interactions with customer service representatives, I have not received any resolution to date, and my phone remains unusable. This problem has caused significant inconvenience, severely impacting my business work and daily life.As a long-term customer, I have held ******************'s services in high regard. However, this experience has left me deeply disappointed, as I have paid for three months of service but cannot use my phone. I request that Mint Mobile addresses this issue promptly and provides reasonable compensation for the inconvenience and loss I have endured.I expect Mint Mobile to resolve this matter ASAP from the receipt of this complaint letter. Please contact me once the issue has been resolved to confirm that everything is back to normal. If the problem is not resolved within this timeframe, I will have to consider taking further actions to protect my rights.I hope you take my complaint seriously and act promptly to resolve this matter. Thank you for your cooperation.

  Business Response

  Date: 12/01/2023

  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 at *************** , with the information we have requested, we would be happy to assist them in resolving this matter.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/25/2023

  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 ordered & received a ****** 8 Pixel cell phone with 12 months service. Mint Mobile was never able to get my service running properly, so after several attempts and phone calls, it was decided it was best to return the phone for a refund. The phone was returned on or about Oct. 27, 2023 and there is records it was received by Mint Mobile on Oct. 31, 2023. For the last month, I have called repeatedly (14 times at last count) as to why I had not received a refund. Each time I was told to wait a few days, it was coming, and each time it did not come. All I want is my refund of $780.00.

  Business Response

  Date: 12/01/2023

  Dear ***************************,
  
  We sincerely apologize for the delay and inconvenience you've experienced with the refund process. To address your concerns promptly, we will be reaching out to you privately for more details.
  
  Best regards,
  Social Media Support, Mint Mobile

• Initial Complaint

  Date:11/24/2023

  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.

  Purchased Mint Mobile cell service on 11/5/23, cancelled 11/17/23 after numerous loss of service with the last being 11/16 lasting into 11/17. Of the 12 days I possibly had service for 7 days. I must have called with issues during that time at least 8 to 10 times. The first time they were able to fix quickly but only lasted 2 days. The next 2 times it went down it took over *********************************** two.When I got up the morning of 11/16 no service again. Called C/S and they tried for 1/2 an hour, nope. Recd call back early afternoon to try again, nope. Promised call back again that day but did not receive. 3 different agents tried to blame my phone, NOT! Its relatively new iPhone 14 Plus that I had no issues with prior to Mint Mobile and no issues since I cancelled on 11/17 and went to Xfinity Mobile.I paid the introductory price of $45 for 3 months in advance. I requested a refund because I purchased a service that I did not receive, a service they could not supply.I recd 2 different answers, both were no.1st stated had service for more than 7 days so no refund. 2nd was I was supposed to ask for refund at time of cancellation. Ridiculous!Since I paid in advance for a service I did not receive, at a minimum I should get $30/2 months refunded. A reputable business would refund all due to all the service issues on their end. Had the service worked, I would not have cancelled. Its not the money, its the principle. I shouldnt have to pay for a service they didnt supply under any circumstances.Original order# MT3893637 for phone number ************ which I am using now.I also checked my notes for more backup, I recd 1st eSIM on 11/5, 2nd on 11/9 and 3rd on 11/14.

  Business Response

  Date: 11/28/2023

  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: 11/29/2023

  
  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:11/23/2023

  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 to mint mobile 55 plus plan. The subscription price was 201 dollars for the year. Towards the end of the month i saw that i was almost out of data. I called mint and they told me that i was not on the mint 55 plan, even though i had purchased this plan. They said that for 15 dollars more i could get the mintadisor plan and this would solve this problem. So i gave them another 15 dollars. A couple of days later i still had the same problem, I called and they said thats all i had with the plan. I told them that i wanted to cancel my plan and i wanted all my money refunded. They said okay. I recieved the 15 dollars i payed for the mintvisor service, but not for the year i payed for the service. After numerous calls and message texts to mint i was talking to a supervisor. They told me that I was not going to be refunded for the year because it was after the 7 days of starting service. So i am out 200 dollars for less than one month of service. This should be illegal if not just poor service.

  Business Response

  Date: 11/29/2023

  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: 11/29/2023

  
  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:11/23/2023

  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 features WIFI calling as a feature. ****************************************************************** This is an important feature for international travelers. When my son and I joined Mint mobile last year, we both purchased OnePlus Nord 200 phones from Mint. My wife moved her previously purchased Pixel phone to Mint. ********************************************************************** We make most of our calls to and from overseas via WhatsApp. Recently while in ********* I needed to make multiple extended calls to ** for service to our refrigerator. I ensured my phone indicated Wifi Calling was activated and both the settings and a text from Mint assured it was. My third call to ** was cut off mid-conversation. Initially I figured the wifi had an issue. Then I received a note from Mint that my International balance (kept for emergency mobile data needs) had been fully used up. I contacted Mint customer service multiple times via chat and spent many hours working with technicians that assured me they would fix the issue. It was only upon returning to the U.S. that my own research revealed that **** had sold my son and I phones that are not Wifi calling capable. I called customer service again and they said it was too late to ask for a refund and they took no respnsiblity whatsoever for marketing phones that do not have Wifi calling capability. No disclaimer or exception is mentioned on the Nord 200 sales page or others. Mint representatives claimed they were in full compliance with the law and that it is the consumers fault for not researching the capabilities of the phone and that any complaint should be with the phone manufacturer, not them--even though they sold two phones to us without disclosing the issue. The phones cost $179 each and $20 in international phone charges were unexpected used up. After over 12 hours trying to fix the phone and the issue with Mint, they refused to credit us at all.

  Business Response

  Date: 11/24/2023

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

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced. We understand the importance of Wifi calling, especially for international travelers, and we regret any misunderstanding.
  We would like to address this issue promptly. Our team will reach out to you privately to gather more details about your specific case and work towards a resolution.

  We appreciate your patience and the opportunity to assist you further.
  Best regards,Customer Support, ******************

• Initial Complaint

  Date:11/22/2023

  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 privacy is violated by your company. You are sharing my calls and texts with an unknown third party.This third party, uses this information to block my ability to run a business, to obtain legal counsel, to deny me health care and to stalk and harass me across multiple cities and multiple states. My life is in danger, example if I order food by phone, I receive food that is laced with an unknown ingredient with the sole purpose to make me ill, leading to death.Since I've purchased this phone, no one has had physical access and I use a vpn. Therefore the only way anyone can hear and recall the phone numbers dialed from this phone is if you are providing access via wire tap.If this does not stop immediately, I will *** you for corporate terror, stalking and harassment. I have tapped conversations with attorneys, and with T-Mobile where it is clear a third party is telling the t mobile agent and attorney how to respond.I have enough education and legal experience to know I don't need to prove who the third party is, I just need to prove that by using Your services, both Mint and T Mobile, my phone calls are monitored and a third party is using my phone calls to end my life, by providing food that is a hazard to my health, to block me from obtaining work to earn a living and to prevent me from living free as any other citizen has the right to do.I also believe the same statement is true regarding the mobile data service. As I experience the same is*** in multiple states and cities.Do not respond with how to secure my device, I have a BS in technology with a 25 years in hardware/software integration and Java development.Thank you

  Business Response

  Date: 11/24/2023

  Dear *****************************,
  We take your concerns very seriously, and we want to assure you that customer privacy and security are of the utmost importance to Mint Mobile.

  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:11/22/2023

  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 debit card information was hacked. On 11/20 there were 9 unauthorized, random charges to my card, from 4 different companies. I reached out to every single one. Came to a solution with 3 of the 4. I called Mint Mobile, 1 of the 4, and explained the issue. After a 15 minute conversation, it was made very clear i was not a mint mobile customer, nor do i know where these charges came from. They were of no help and stated that the purchase will not be refunded and they can't 'block' my card from being used for any of their services. All 3 other companies gladly stated that my card number is flagged in their systems. Today, the very next day, 4 additional charges were made to my account from ******************. I called back, different representative, and he said he was the billing department supervisor and he doesn't understand how to help me..(??) Then proceeded to say that he isn't going to help me. I'm a single mother and someone unbeknownst to me somehow got my card information and many several unauthorized purchases..and I have NEVER dealt with a company thats conducts their company so poorly. Nor ethically right.

  Business Response

  Date: 11/24/2023

  Dear ***** ***,
  We sincerely apologize for the inconvenience and distress caused by the unauthorized charges on your debit card. This is a serious matter, and we are committed to resolving it promptly.

  
  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:11/22/2023

  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.

  They are posting the false advertisement to scam people. They said the black day deal is buy 3 months and 3 months for free for the new customer. Which is 6 months in total. When i got the order and activated it. There is only 3 months. I never got the extra free 3 months. I contacted them. They said that the deal expires when I placed the order. Now the deal is still there and it is active. I sent the proof. No matter what I said, they will not give me that free 3 months as promised. They just use that to misleading people to buy their services. When you purchased it and they dont care about you anymore. The deal is still active on their website. Ive uploaded the picture.

  Business Response

  Date: 11/24/2023

  Dear *****************,
  We sincerely apologize for any confusion and inconvenience caused by the discrepancy in the promotion you mentioned.

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

  Customer Answer

  Date: 11/24/2023

  *** contacted the mint team about this. They said the promotion is expired. How was that possible? When I was checking out the order and it was there. Even now your website is showing the exactly promotion. How do you do business like this? Posting something to scam people. I need someone to reach me to sort this out. Thank you 

  Business Response

  Date: 12/01/2023

  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