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:11/12/2023

  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 have been Mint customer for > year. On 11/8, I did not receive month's data. Called on 11/9, was told I'd used it all. False. Was told sup. would call back in hr. No one called in 3 hrs. Called back. Rep found evidence I did not receive data on 11/8. He sent it to back office, said prob would be resolved in 24/48 hrs. I received two calls from Mint on 11/10. Ringer off b/c in meeting. No message. I called Mint, was told that I couldn't be connected to anyone, that I had to wait for another return call. Waited > 24 hrs, called Mint on 11/11. This time was told ticket canceled since I didn't answer phone when I didn't know Mint was calling. New ticket created. I was told to sit by my phone, someone was going to call yesterday. No one did, I went onto chat last night. Sup. found out no one had been assigned. She said she'd expedite. I have spent HOURS on phone and w/chat-cost to me. Reps are paid to answer calls; I am not paid to make unnecessary calls. I was clear that if I was going to receive only prorated value of the days w/out data, I wanted a refund and would cancel. I was told I would receive more. I called. Mint admitted error was all Mint's. I was offered $4. $4 doesn't compensate me for not having a necessary service like phone/data. I was in difficult situations not having data upon which I rely. $10 does not compensate. No one has provided explanation so that I know it won't happen again. I am uncomfortable remaining Mint customer. (1) **************** takes too much time w/out resolution. (2) Still don't know what happened, that it won't happen again. (3) Mint has failed to provide meaningful compensation to loyal customer. I request refund of entire value of plan: ******. I have been aggravated, and have not received service for which I paid IN ADVANCE, have suffered costs beyond the prorated value, and now have to suffer inconvenience of transferring to new carrier. Will consider alternative, but must be meaningful.

  Business Response

  Date: 11/16/2023

  Dear *******************,
  We sincerely apologize for the inconvenience and frustration you've experienced with your Mint Mobile service. We understand the urgency of resolving this matter promptly. 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,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/21/2023

  
  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. The company has followed up and has made sincere and satisfactory efforts to resolve my complaint and to enable me to remain comfortable remaining a customer.

  My sincere gratitude both to BBB and to the company!

  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:11/12/2023

  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.

  Activation process for Ultramobile after esim failure is calling ************** speaking with *** stating he would create an 2hours later the ticket was not created until reach chat support. The customer service supervisor making multiple excuses for bad customer service.

  Business Response

  Date: 11/17/2023

  Dear *******,
  We sincerely apologize for the inconvenience you've faced with the activation process for Ultramobile, 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, ***************************

  Customer Answer

  Date: 11/17/2023

   I responded to your email waiting on response: Please confirm my account number and pin. I am transferring one of my accounts from ultramobile to METRO. Ultra mobile number.....xxxxxxxxxx.

  Business Response

  Date: 11/22/2023

  Hello,
  In regards to this concern, we have processed the refund requested.  If the customer needs further assistance please call ************** and we would be happy to assist.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/12/2023

  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.

  Mint Mobile forced me to sign up for 3 months and based on the information they provided using my address and phone promised excellent service. I had no phone service for the first week. I am willing to pay for the horrible service I received until switching to a much better carrier.

  Business Response

  Date: 11/17/2023

  Dear  *******,
  We apologize for the inconvenience you've faced with our service, and we understand your frustration. 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:11/12/2023

  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 Mint Mobile sim card at best buy. I transferred (ported) my phone number over and thats when all the problems started. I was told the Mint Mobile app let me transfer my phone number to a trial sim which should've never happened. Now everything is broken, I cannot login without getting a 404 error page. I have no more data, minutes, or ability to make payment to upgrade plan from trial to full. The customer care reps cannot make payment on my behalf to full plan either, I was told their system is blocking my credit cards for some reason. We tried several credit cards and no one knows what the problem is. I cannot leave Mint Mobile because I have to have a full plan to port my number but no one can convert my plan to a full plan. This is the worst service I have ever experienced with a cell phone provider or company in general, zero people know what the issue is or how to fix it. I'm stuck with my phone number on Mint Mobile and cannot transfer it out while not being able to use the service. Is this legal? This seems very illegal.

  Business Response

  Date: 11/17/2023

  Hello,
  Regarding this matter, we confirmed that the customer has ported out on 11/14/23.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/17/2023

  The is unacceptable. I was forced to purchase a monthly plan at Mint Mobile to immediately port my number to another carrier. I spent at minimum 10 hours with multiple Mint representatives giving me completely wrong and made up information. I have never I worked with such incompetence in my life. I still haven't received refund from the plan I was forced to purchase to port my number. No one can find the plan purchase info and I cannot give any info on the purchase as I didn't make the purchase, the back office support team had to make plan purchase because of how broken my account was.

  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:11/10/2023

  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.

  Refund not completed

  Business Response

  Date: 11/16/2023

  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:11/10/2023

  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.

  Payment date July 14th 2023 amount $150. For 6 months of service. Ending service prior to the prepaid date of January 14th of ****. Mint Mobile is refusing to refund the remaining amounts of the unused service. Requesting refund of unused service from ending date of November 14th 2023. Contacted Mint Mobile directly and they refused to provide a refund of unused service.

  Business Response

  Date: 11/15/2023

  Dear ******,
  We apologize for any inconvenience you've encountered regarding your Mint Mobile service. We understand your concern about the unused portion of your prepaid service, and we're committed to addressing this matter.
  To investigate and resolve your specific case, we will be reaching out to you privately for additional information. Thank you for your patience and understanding.
  Best regards,Social Media Support,

   

  Mint Mobile

• Initial Complaint

  Date:11/09/2023

  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 reached out and activated my phone with Mint Mobile for their prepaid service, I paid $45 and gave them my phone's IMEI which worked and the service was activated. They however locked the phone even though I had paid for the phone through another reseller for cash, full amount and nothing owed. I have contacted their online and phone support like 10 times and no one is helpful. I have been disconnected 6 or 7 times of those 10 chats.I need them to unlock my phone...IMEI is *************** - Iphone 15 Max ****

  Business Response

  Date: 11/15/2023

  Dear *****,
  We apologize for the inconvenience you've faced with your Mint Mobile prepaid service. We understand the urgency of unlocking your phone.
  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,Social Media Support,

  Mint Mobile

• Initial Complaint

  Date:11/09/2023

  Type:Billing 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.

  Apparently someone used my credit card number (I have the physical card) to buy something at Mint Mobile for $83. I called my bank to tell them it was not me and they told me to call Mint Mobile and see what they would do. All they did was tell me to call my bank because they couldnt verify the account because I didnt know the name on it! The name on it was the thief! Glad I never have to do business with Mint Mobile ever!

  Business Response

  Date: 11/15/2023

  Dear *********,
  We are deeply sorry to hear about the unauthorized transaction on your credit card, and we understand the distress it may have caused.
  We would like to investigate this further and work towards a resolution. To assist you, we'll be reaching out to you privately for additional information.
  Thank you for your patience and understanding.
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/15/2023

  I have already reached out to Mine Mobile BEFORE filing this complaint and gave them all the information myself and my bank had to give. Mint Mobile found the account but would not help me because I could not say the name on the account of the thief! They even suggested to check with people I live with that they stole my card number. I live alone. 

  Business Response

  Date: 11/20/2023

  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: 11/20/2023

  
  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:11/09/2023

  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.

  Company: Mint Mobile Date: November 9, 2023 I am writing to file a complaint against Mint Mobile for false advertising. On their website, Mint Mobile offers a promotional offer of unlimited data, text, and SMS usage for $15 a month for three months. The offer also states that customers can maintain the same price by signing up for a one-year plan after the initial three-month period.I signed up for this offer and paid in advance for three months. I also ported my phone number to Mint Mobile. When my three-month plan was up, I went to renew it for one year, but I could not find anywhere to do so. I finally managed to chat with a customer service representative, who told me that the promotion had ended and that I would have to pay $30 a month for one year.This is false advertising. Mint Mobile's website and promotional materials all imply that customers can maintain the same plan by renewing for one year. I am requesting that Mint Mobile respect their advertising claims and honor the price of the promotional offer for one year.Evidence: ************************************************************** is text from their link above clearly stating the promotional offer. this is clearly deceptive and false advertising. "Intro offer for new customers. Our 3-month plans let you try us out for our lowest possible pricestarting at $15/mo. After your first 3 months, youll have a better idea of how much data you need and if Mint is right for you.Once your 3-month plan is up, you can renew into a 12-month plan to keep the same monthly rate.Renewals Once your plan ends, you can continue your wireless savings by renewing with a 3, 6 or 12-month plan. The more months you get, the more you save. To keep the sweet monthly price you got with your 3-month plan, youll want to renew onto a 12-month plan."Desired Outcome:I would like Mint Mobile to honor the price of the promotional offer for one year. Thank you for your time and consideration.

  Business Response

  Date: 11/14/2023

  Dear ***************************,
  We sincerely apologize for the frustrations you've experienced regarding the promotional offer.
  We'd like to address your specific case privately to better assist you. We will be reaching out to you shortly to gather additional details and work towards a resolution.
  Thank you for your patience and understanding.
  Best regards,Social Media Support, Mint Mobile

  Customer Answer

  Date: 11/17/2023

   They accused me of not knowing how to read when their ad clearly states one can maintain the "same sweet deal" by renewing for one year"

  Insult to injury.  I will be filing a comolaint with the FTC.  I hope they can read thatm
  

  
  

  Business Response

  Date: 11/22/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer at the phone number provided 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

  Customer Answer

  Date: 11/27/2023

   i am currently out of country on business and unable to receive calls until dec 6 2023.  In fact now i can not renew my plan because they blocked my account which can only bebunlocked with a cide sent via sms which i can not receive!  I have cintacted customer service twice only to be ghosted by only to be dropped by customer service reps mid conversation!  Really terrible every aspect.  I regret porting my number to mint.  Now i fear i will loose my number.
  

  Business Response

  Date: 12/08/2023

  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: 12/09/2023

   they can call now i am back in country

  Business Response

  Date: 12/15/2023

  Hello,
  In regards to this concern, we will try to contact the customer again to resolve the issue.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/09/2023

  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.

  My partner and I switched to Mint mobile about a month ago and the port from ******* to Mint went well (******* confirmed a successful port to Mint's network). Since the switch my partner and I have not been able to recieve texts messages from anyone on a ******* network. We went through all the troubleshooting Mint recommended on their website as well as with customer service. I have contacted Mint 6+ times now and on 6 seperate occasions they have told me they have "put in a ticket" with tech support and they will connact me within ***** hours. Not a single time has tech support contacted me, I received a random text on the second attempt "your issue has been resolved". Excited my partner and I restarted our phones, with no change in the issue. Their policy states that after 7 days you cannot receive your money back- but they are unwilling to fix this issue from the begining. Therefore, we cannot use our phones to communicate with half our friends and family and just wanted the issue resolved. We were excited to give Mint a try- as we have heard good things. But now we just want the money we paid for service that we can only HALF use for an issue they are unwilling, or too incompetent, to solve. Call log: Oct 17th: told ticket was put in and IT would contact me in ***** hrs Oct 30th: told ticket was actually never put in but now ticket was put in (L2-88038) and IT would contact me in ***** hrs-- recieved text stating "Your issue has been resolved"Nov 3rd: called to tell them issue was NOT resolved, told ticket was now "highest priority"and IT will contact in 24-28hrs Nov 4th: told ticket was now "highest priority", IT will contact in 24 hrs Nov 6th (2x): I demanded to speak to IT or I would file a complaint with the BBB, was hung up on, then was FINALLY transferred to IT who then escalated it. They told me escalation IT would contact me in 24 hrs given reference number (********). None of this ever fixed the issue.

  Business Response

  Date: 11/14/2023

  Dear ********, we apologize for the frustrations and inconveniences you've experienced with the **** we have reviewed the ticket ID provided and an email was sent to you to better explain the case. 
  
  - ************ Support, Mint Mobile

  Customer Answer

  Date: 11/14/2023

  "I hope this email finds you well. My name is *****, and I'm reaching out to you on behalf of Mint Mobile in response to your recent BBB review about not being able to receive *** from ******* users.  First and foremost, we want to extend our sincerest apologies for the inconvenience you've faced while texting your friends after the switch. We have reviewed the ticket ID ********, and according to our technical team, they have examined the *** routing. The issue appears to be on *******'s end. It seems that, as you're no longer part of their network, a blocking feature has been enabled. Could you kindly reach out to your friends via social media or call them to inquire if it's possible for them to contact ******* and confirm why the *** messages are not reaching them? We hope this is a feasible solution. If there's anything else we can assist you with, please keep us informed."

   

  This was the response by Mint, more platitudes and no real solutions- just punt the responsibility elsewhere (the Mint motto it seems). 

   

   

  Business Response

  Date: 11/17/2023

  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: 11/20/2023

  
  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,
  
  *******************************