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:11/18/2023

  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 purchased a promotion from Mint Mobile 12/22/2022. Under the terms I was to pay 1 year in advance at the rate of $25 per month, per phone line. (3 lines). I was repeatedly assured all coverage included ****** and ******. Additionally, the terms of the promotion were that by paying 12 months in advance, I would receive an additional 12 months service. This option was offered in 3,6,9,12 month increments. I opted buy 12/get 12, and prepaid 12 months at a rate of $25 per line for 3 lines. I also purchased 3 phones in a separate transaction. At the end of month 11, as I prepared to travel to ******, I went to my account to determine if I needed to do anything to activate service. I found not only was coverage not included, I was also going to owe $1080 at the end of month 12 for the next 12 months.

  Business Response

  Date: 11/22/2023

  Hello,
  In regards to this matter we found that the customer has already ported out.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/18/2023

  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.

  *************************** [****************************************************************************** ***************** ************ 11/18/2023 Mint Mobile **************** [*********************************************************************** Subject: Refund Complaint Dear Mint, Mobile ****************,I hope this letter finds you well. I am writing to bring to your attention a matter of great concern regarding a refund issue that I have been experiencing with your company. My name *************************** and my Mint Mobile account is ************ and my phone number is **********.On 9/18/2023 I paid $83.16 for three ************* and day after I initiated a refund request for [$83.16)] that I had purchased from Mint Mobile. The reason for the refund request is [briefly explain the reason, such as a service issue or dissatisfaction with the product]. I expected the refund process to be prompt and efficient, but unfortunately, I have yet to receive the refunded amount as of the date of this letter.I have made several attempts to resolve this matter by contacting your customer support team through [channels used, such as phone calls, emails, or live chat]. Despite my efforts, the issue remains unresolved, and I am increasingly frustrated by the lack of communication and resolution.I kindly request that you investigate this matter thoroughly and expedite the refund process. Additionally, I would appreciate regular updates on the progress of my case until a resolution is reached.To provide you with more information about my case, I was given case number and it is Supportm592644. My next step will complain to *************** attorneys office and FCC. Thank you for your attention to this matter. I appreciate your prompt response.Sincerely,***************************

  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:11/16/2023

  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 been a customer with ****************** for a few years and I have always used the company's regular data plan (4 MG per month). I am a software engineer by nature and I mostly use my data for email and hotspot for my laptop. Sometimes I work outside on the field and that why I use it for hotspot. My usage has not changed recently. It has been the same, but I wanted to try the next tier the 15 MG per month, as I bought a home in another state and wifi is weak there. The 15MG plan was a bit much for me, so I decided to go back to the 5MG plan and I noticed that my data was gone in the first week, leaving me with no data for the remaining of the month. This became an inconvenience as a I don't even have data for emergency purposes. I called Mint twice and spoke to their tech support team to explain the problem and they did not help.It feels fustrating that Mint forces customers to use the higher data plan. It's not fare.

  Business Response

  Date: 11/19/2023

  Dear *****,
  We apologize for the inconvenience you've faced with the data plan change, and we understand the frustration this has caused. 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:11/16/2023

  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 canceled my Mint Mobile plan as I was no longer living in the **, and could not use the Mint Mobile number overseas. I was assured a refund would be processed, however after 3 months no refund was processed. A log of my interactions with Mint Mobile Customer Support is as follows:1. Spoke to Zee on 9/25. I was told a refund for $200.02 would be processed to my account by early October. No refund received.2. Spoke to Unifer on 11/3. Said I should receive an email by end of day on 11/3. Said I should receive a refund in 10 biz days. Ticket number: #*******. No refund and no email received.3. Spoke CJ (supervisor) on 11/18. She confirmed that the refund will be processed, and assured me I would receive an email and phone call by the end of the day. She provided a reference number (*****). No refund and no email was received.4. Spoke to **** and ******** on 11/16 who are now saying that Mint will not process a refund.Throughout the process, **** has not contacted me, nor have they processed a refund, despite numerous assurances.

  Business Response

  Date: 11/19/2023

  Dear ***,
  We sincerely apologize for the inconvenience you've faced with the refund process, and we understand the frustration this has caused. 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:11/16/2023

  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.

  Paid for a sim card didn't receive it on 11/06/2023 they said it will take up to 5 business days I called they said we was out time to get a refund but the phone wqs not active called and they keep hanging up .

  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

• Initial Complaint

  Date:11/16/2023

  Type:Billing 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 11/10/23 I was advised by ***** ********** that I was overdrawn on my bank account by $246.00 due to a billing by Mint Mobile. I was never advised by Mint Mobile that they were going to make the withdrawal from the bank. I switched my phone coverage to ******* and have been with ******* for about a year. I never authorized this withdrawal by Mint Mobile and expect them to reverse the charges that they made with **************** as soon as possible. My bank continues to charge me over charges each day the amount is not paid.Please have Mint Mobile reverse the charges with ***** Fargo and close my account with them.

  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

• Initial Complaint

  Date:11/16/2023

  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 advertises and claims to offer service in ****** and ******. However, after anecdotal evidence, and other users on the Mint subreddit attest, it simply does not work. I have traveled through ***************, it stopped working right at the border. I made sure roaming was on. Same thing during my most recent trip to *********, absolutely no service whatsoever. My cell phone was actually pickpocketed during this trip, and any slim chance I had to track or wipe my data was pretty much nullified due to the phone never having any signal. Thanks for the excellent service Mint!

  Business Response

  Date: 11/17/2023

  Hello,
  We have noted this concern from the customer.
  Thank you,
  ******************

  Customer Answer

  Date: 11/17/2023

  
  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:11/15/2023

  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 has a refer a friend credit system. I referred three numbers under the order number provided on the document. They will not honor my referral credit and never applied it to my account. I have been trying to get the credit for 11 months now. At one time an assistant said I should be receiving the credit within ***** hours. It never applied. I have been disconnected with assistants many times about this. The numbers I referred where my family memebers and we made sure to carefully go through each step. If you ****** mint mobile the top complaint is their refer a friend credit because their system is broken.

  Business Response

  Date: 11/21/2023

  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:11/15/2023

  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.

  1 month into my 6 month phone plan, Mint Mobile completely changed the Roaming policy. It went from purchasing credits to having to buy a pass. A 1 day pass costs $10, which is outrageous when I mostly use my phone to receive 2FA texts when roaming which used to cost 6 cents. Now just to receive a text, I have to pay $10. I was not told about this change prior to purchasing my phone plan and I would like decrease my phone plan duration to only 3 months. I think this is fair as mint mobile gets some business while I find another carrier to use. I am asking for a partial refund.

  Business Response

  Date: 11/22/2023

  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:11/15/2023

  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 October 12, 2023, I purchased a phone and a 12 month plan from Mint Mobile, which I financed through Affirm. Before the order was placed, I verified on Mint's website AND by calling customer service I had coverage in my area. When I received the phone, I called to have it activated. I was then told there is no coverage in my area (even though Mint Mobile's map stated otherwise). I returned the phone via a return label Mint provided to me. They received the phone back on October 25, 2023. Mint finally issued a refund for ONLY the phone to Affirm on November 9, 2023, even though it was a "bundle" purchase. The items were not purchased separately. Since November 9, I have called Mint NUMEROUS times to get them to issue a refund for the phone plan that was never used ($357.88). I called them 4 different times just today. I get the same response, that they have to submit a new ticket because the previous representative did not do their job. They keep lying about calling me back and have been telling me they are sending confirmation emails about the status of the refund, but I have not received even one concerning the refund still owed. My order #MMO_348377. The return authorization #MMO_RMA_00853. Total amount of purchase: $890.57, paid to Mint Mobile on my behalf by ******. The amount refunded for the phone to Affirm for the phone $532.69, on November 9, 2023. The amount STILL OWED by Mint and to be refunded to Affirm is $357.88. I have spoken with a Supervisor at Affirm to inform them of the situation, because I have my first payment due to them for a phone plan that was NEVER activated. I am disputing the charges with them too. I do NOT owe for a phone plan that was NEVER activated and service I NEVER received.

  Business Response

  Date: 11/21/2023

  Dear *****,
  
  We sincerely apologize for the inconvenience you've faced with the refund process, and we understand the frustration this has caused, please note you can follow up your refund status online at ************************************************* the refund has been approved already. To address your specific case, we will be reaching out to you privately for additional details.

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