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:11/22/2023

  Type:Delivery 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.

  We have had Mint a few months. After purchasing a 12 month plane, on Oct 17, 2023 I ordered a new phone from Mint via their website. On Oct 18 it showed shipped. I got a tracking number. Days kept passing...**** tracking never changed...phone never arrived. Kept contacting Mint. Mint was either incapable or unwilling to begin a search for it. After starting a missing package request myself the **** falsely reported it had been delivered. A check with the local **** said that it had never arrived and the report was not correct. It became clear the phone was lost, but Mint (who was the shipper) would not do any kind of in-depth research. Mint, the shipper also said that I had to file with **** for the lost package...that I did not ship. After researching I learned that Mint does not insure their shipments. It IS true that the phone was lost by the ****. The **** has reimbursed me half of what I paid for the phone, and I am appealing. Mint knows they do not insure their packages. They will not initiate a search or lost package claim. Mint has said there is else they can do. More accurately, there is nothing more they are willing to do, and there was more they could have done. Mint showed no concern at all that I was going to be out $200, which is money they got, but I never got a phone. (I financed the phone thru Affirm who paid Mint for the phone.)

  Business Response

  Date: 11/28/2023

  Hello,
  In regards to this concern, the customer will need to file a claim with the USPS.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/28/2023

  
  Better Business Bureau:
  
  Ref ID ********.  It appears that Mint Mobile and Affirm worked something out.  I got a text from Affirm that said my balance was $0.  I checked my account with Affirm and it showed 0.   I appreciate whoever it was with Mint and Affirm who did more than they needed to.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/22/2023

  Type:Sales and Advertising 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.

  -transaction 11/21/23 -additional data purchase applied to wrong phone number in plan with two numbers; intention was to add data to phone with no more data remaining in billing period.-called Mint Mobile immediately to request data purchase be applied to phone number with no data remaining.-Mint Mobile refused citing "policy"-had to make another purchase for data to intended phone.PLEASE READ ATTACHED ONE-PAGE DETAILED ******************* OF ABOVE.

  Business Response

  Date: 11/28/2023

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

• 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.

  Since the very first day of my phone plan with Mint Mobile, I have not been able to receive phone calls. Mint Mobile has not been able to resolve the issue, despite my having repeatedly reached out to their customer service to troubleshoot. **************** repeatedly kept giving me the same troubleshooting procedures, to no avail. I asked to escalate my case but kept getting the run around, saying they would escalate my case to a supervisor after yet more troubleshooting. Eventually ended up getting locked out of my account.

  Business Response

  Date: 11/23/2023

  Dear W, A
  We sincerely apologize for the ongoing inconvenience you've experienced with receiving phone calls and the challenges in reaching a resolution. To address your specific case, we will be reaching out to you privately for additional details. Thank you for your patience and understanding.
  Best regards,Customer Support, ******************

• Initial Complaint

  Date:11/21/2023

  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.

  Good afternoon. I am trying to transfer my number to Mint Mobile from another carrier. The previous carrier mentioned that the number is released to Mint. However, Mint is unable to activate the number. Please let me know as I am missing important calls. I am very worried. Furthermore, I have had this number for over a decade and my friends and family have this number. Please confirm with me before making any changes on the port. Thank you.

  Business Response

  Date: 11/23/2023

  Dear ****
  We understand the importance of having your number transferred smoothly, and we apologize for any inconvenience this has caused. Rest assured, our team will look into this matter promptly and reach out to you privately to gather additional details for a quick resolution.

  
  Thank you for your patience and understanding.

  
  Best regards,Customer Support, ******************

• Initial Complaint

  Date:11/21/2023

  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.

  Wow! This company is very skilled at giving you the run around. In August of 2023 I was unable to load my Mint dashboard anymore. On the 28th of August I called customer service to check as to why. They told me that I can't get to my dashboard because my subscription had expired. I asked if my device would still work since it hadn't been used in a long time. They told me yes, I just had to pay for the new subscription. The agent then took my credit card info over the phone and told me to try device again. It still didn't work, and I still couldn't get to the dashboard because the device could not be verified. The agent said a refund would be issued. On October 4th I called to check on the status on the refund. That agent stated the refund was cancelled (with no notification to me). When I asked why and to speak to a supervisor, the agent stated that because this is not normal they would process the refund "under special circumstance". I called again on October 31, 2023 for an update, and got another run around story. I'm still waiting on my refund that was promised on August 28th and again on October 4th and again on October 31st and again on November 15th. On November 21st I finally got a partial refund of $326.93. Original amount was $391.96. None of the promised communication or full refund happened.

  Business Response

  Date: 11/22/2023

  Dear *******,
  We sincerely apologize for the delay and confusion surrounding your refund, we'd like to investigate what have happend and give you an accurate reply. To address your specific case, we will be reaching out to you privately for additional details. Thank you for your patience and understanding.
  Best regards,Customer Support, ******************

• Initial Complaint

  Date:11/21/2023

  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 switched my mobile service to Mint. I pad them ***** but they were never able to connect my phone and get it working on the Mint line. After many calls and promises made by Mint I told them to end my service (which I never got). I then asked that my money be refunded. The promised it would be. I have spent at least several hours talking to these people. They have hung up on me, they have promised the refund as recent as a week ago. Still nothing. I spoke to a person at Mint today and he hung up on me. I am tired of this. Mint is a horrible company and they have lied to me repeatedly about *****. I want my money back plus some recompense for my time and all the lying that has occurred. I once called an in person clerk there and she told me she needed to look at my file.....I waited 15 minutes and she said she needed more time.....she then hung up on me. Please have them return my money.

  Business Response

  Date: 11/22/2023

  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:11/20/2023

  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 purchased a whole year Mint Mobile plan ($309.85) on 7/3/2023, and I did not know Mint does not support Apple Watch. I later purchased an Apple Watch and found their coverage issue. So I had to switch to another phone service on 11/13/2023. However, they refused to refund my unused phone money, saying its more than 7 days refund policy.I dont think its right. I did not leave the service because of personal reasons. I only left because they could not cover ******************** So I think its their problem instead of mine.Id like to get a refund of unused left mobile **********, that 8/12 months left = $206.

  Business Response

  Date: 11/23/2023

  Dear ******
  We appreciate your feedback and apologize for any inconvenience caused. We understand the situation and regret to hear about the coverage issue with your Apple Watch. Regarding your refund request, we'd like to work with you. Our team will reach out to you privately to gather more details and address your concerns.
  Thank you for your understanding, and we look forward to assisting you further.
  Best regards,Customer Support, ******************

  Customer Answer

  Date: 11/24/2023

  They contacted me via Email but they are still saying the same thing that they do not want to refund due to their policy. 

  But I am not requesting full refund, I just want to refund the unused part.

  I did not know they do not support Apple Watch so I purchased one year plan, otherwise, I would not purchase a whole year plan.

  If they can support Apple Watch, I would not need to switch the service thus there would be no issue.

  Business Response

  Date: 11/29/2023

  Hello,
  In regards to this concern, please respond to our latest email so we can gather more details regarding the order so we can provide a full refund.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/05/2023

  they contacted me multiple times. Every time its a separate person asking for the same order information all the same, but none had followed up to resolve my problem.

  Business Response

  Date: 12/08/2023

  Hello,
  In regards to this concern, we cannot locate the order number with the information provided and 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: 12/11/2023

  they said they did not receive response from me to locate the order number. But its not true. Ive been contacted by them from multiple different person, and I replied the information to every one of them. However, I did not receive the response from them since.

  my order information is also attached in the original pdf and I am going to write it here too.

  My order number is
  39494986

   

• Initial Complaint

  Date:11/20/2023

  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 purchased a 3-month plan from Mint Mobile just over three months ago. Once this plan expired last week, I purchased a new 12-month plan from the same company.However, I followed the wrong link in doing so and thus didn't redeem the free two months I would have been *********** as a pre-existing customer. Once I realized my mistake about ten minutes after the purchase, I reached out to the customer service team to cancel my order, since I was still well within the guaranteed refund period of 7 days from the date of activation.At first the customer support agent was cooperative, but then changed tone and tried to tell me I was outside the refund policy. I mentioned that their policy was 7 days, and I was well within that period. I was then told that they wouldn't refund my purchase because I was a pre-existing customer, and thus not *********** a refund. When I asked where this was stated in the refund policy, the agent admitted it was not part of the official policy.As I understand it, the official, public refund policy is what should dictate the outcome of this case. Since Mint Mobile was not able to prove I was not *********** a refund, I ask that they either refund my purchase and allow me to buy the discounted plan I was ***********, or simply refund me the 2 months I paid which should have been free.

  Business Response

  Date: 11/23/2023

  Dear *****
  We appreciate your reaching out and apologize for any confusion.
  Our team is committed to resolving this matter to your satisfaction. We will reach out to you privately to gather more details and address your request promptly.
  Thank you for your patience and understanding.
  Best regards,Customer Support, ******************

• Initial Complaint

  Date:11/20/2023

  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.

  First contact Oct 13,2023, pd $53 and change for cellullar service. Have called at least 25 times since Oct 13th, Mint Mobile still has not gotten my old cell number transferred over. I am widowed, disabled and live alone. I do everything on my phone. I can no longer get into my ****** account. Cricket my old cellphone provider, locked me out of my phone, I don't know why. I can't buy groceries, make appointments, banking etc. and until this past weekend, unable to use my phone at all. I have been the ping pong ball between Cricket and Mint since Oct 13th. I just got off the phone with Mint, the call center person listened to me, I can only assumehe either didn't want to hear what I had to say or didn't like what I to say and just hung up on me.

  Business Response

  Date: 11/27/2023

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

• Initial Complaint

  Date:11/19/2023

  Type:Sales and Advertising 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 8/1/2023 I purchased 3 months of phone service for my phone which I received but when I got my credit card bill I saw that I had been charged 3 times instead of once. I contacted Mint Mobile and they said it was the credit cards fault. I called the Citicards and they said it was Mint Mobile's fault. They opened 2 disputes for each of the duplicate charges and I sent lots of copies of things and written explanation, etc. each time they were requested. In the end **** ended up crediting one of the $53.13 charges as a courtesy but then closed the dispute because Mint was unwilling to work with them. I would like to know if there is anyway of holding Mint Mobile responsible for refusing to refund the money they over charged me. I would like to be refunded the money they overcharged me.

  Business Response

  Date: 11/22/2023

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