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:11/05/2023

  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.

  I received a strange message telling me that my account was suspended due to suspicious or unreasonable activity. I thought it was a scam but when I tried to make a phone call I couldn't and there was a message saying that I had to renew my service when as a new customer I purchased an offer through Mint for 3 months which ended on January 10, ****. I called Mint and told me that it was suspended due to fraud and told me to call another number where there was no one, so I will have no service until tomorrow if at all. To make matters worse the company had another name which was Ultra Mobile and they were not even there, they were closed and the message said to call tomorrow. I just found out that this is not the first time this has happened to Mint Mobile letting their customers without service due to fraud. This is outrageous!!! I should have known because I am learning the hard way that when something looks too good to be true it probably is. I desire an explanation because this situation is offensive, outrageous incompetent, and frustrating. Never had or heard of anyone having this type of probably even with the worst companies.

  Business Response

  Date: 11/09/2023

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

• Initial Complaint

  Date:11/05/2023

  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 just signed up for a 12 month plan. Got the sim card setup my wifes phone and it worked perfectly. When I set up my phone (Exact same model and coming from the exact same service provider) I have no reliable service. I tried resolving the issue through mint mobiles customer service for over a week and bought a new sim card. All this just to have the exact same problem with no updates on their end. ** multiple point through the process **************** Reps lied to me about sending a new sim, lied to me about troubleshooting steps, and did everything they could to just get me off the line so I had to restart the whole process over with another customer service rep. ** cuicial point I would disconnect and the Reps made no attempt to call back. When I went through their "Ticketing Process" I recieved a call from some ************* people that hung up without saying a word after 21 seconds of call center static noise. So far they have strung me along just enough that I no longer qualify for their 7 day money back guarantee. This company has done nothing but scammed me out of almost 400 dollars.

  Business Response

  Date: 11/09/2023

  Hello,
  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/09/2023

  
  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.  It's insane that it took this amount of escalation, and I wouldn't recommend anyone do business with this company. However, I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/04/2023

  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.

  Me and my husband switched phone companies to mint. His number ported just ********** however did not its been 5 days and were getting the run around. oh itll be another ***** hours. We asked for a supervisor and we were hung up on. We were also told wed be contacted and never was. They said the ticket was escalated and nothing has happened. Its just the unprofessionalism and no solution to the problem.

  Business Response

  Date: 11/09/2023

  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: 11/09/2023

  Im sorry let me undate with my temporary phone number that mint provided me with. ************. The ************ is the number trying to be transferred. That was an error on my part, but as far as email I went through all the folders and never received any communication that way. 

  Business Response

  Date: 11/14/2023

  Hello,
  In regards to this concern, we have updated the callback number on the request and a customer service representative will be contacting you shortly.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/04/2023

  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 renewed my plan with Mint mobile on 10/17/23, two weeks before its due date. On 11/1, and in the days since, I have been unable to send or receive calls or mms messages. I have been through the *********** support troubleshooting steps 3 times, by chatting via their website, from my laptop. They are unable to solve my problem. I work from home, and I must use multifactor authentication 4 times each weekday in order to clock in and out for work. I have determined my only course of action is to begin new service with a better carrier. Therefore, I have requested a full refund of the $130.85 I paid to Mint Mobile two weeks early, as I have been unable to use a ***** of it, and it is intended to cover 3 months worth of service. I have requested the refund 4 times, via chat, and via their online form. It has been denied. They say it falls outside their 7-day grace ******* My early payment was indeed over 7 days prior, but am I to be penalized for paying them early?? Surely this is incorrect. The last chat customer service person told me to call their customer service number to discuss my concerns, and I told her that if I had a working phone, I would do so. I received absolutely NOTHING for my $130.85 and I am outraged that they would even consider keeping my money.

  Business Response

  Date: 11/08/2023

  Dear ******, 

  
  We sincerely apologize for the inconvenience you've faced. 
  We would like to investigate your situation further to determine the root cause of the service disruption and find a resolution for you. Please expect an email from one of our experts. 

  
  Best regards,Mint Mobile Customer Support Team

  Customer Answer

  Date: 11/09/2023

   The response sent to BBB was insufficient, however, I received the following message earlier this afternoon, and assuming they follow through, I will then be satisfied.

  "Hi ******, hope this email finds you well
  We received your request for refund and we want to inform you that the refund request has been submitted and we will keep you updated once the refunds get approved. We would like to let you know that your refund has been approved. Please wait for 7 to **************************** your bank account.
  
  Best regards
  Customer Resource Specialist
  
  This message and any attachments may contain confidential and/or privileged information for the sole use of the intended recipient. Any review or distribution by anyone other than the person for whom it was originally intended is strictly prohibited. If you have received this message in error, please contact the sender and delete all copies.
  From ******** Rebose <************> 1:18?PM (3 hours ago)
  to me
  

  Business Response

  Date: 11/14/2023

  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:11/04/2023

  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.

  They (somehow)took ****** twice from my bank account. I had never heard of them. I purchased nothing nor signed anything. I talked to one of their supervisors butto no avail. They said since I didn't have a contract I should go to my bank.

  Business Response

  Date: 11/08/2023

  Dear ******,
  We apologize for the inconvenience you've experienced regarding the unauthorized charges from your bank account.
  We would like to investigate this issue further to determine how these charges occurred. Please espext an email from one of our experts representatives. 

  
  Thank you for bringing this to our attention, and we appreciate your cooperation as we work to rectify this situation.
  Best regards,

• Initial Complaint

  Date:11/03/2023

  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 prepaid for 3 months of unlimited 5G service (for 2 lines) this morning (11/3/23). I went to my previous carrier to get my account number and PIN number to port to ******************. Followed all the directions to get the eSIM card to work on my phone. Nothing worked. Went through all the trouble shooting with Mint Mobile. I was even on the Mint Mobile page where I was chatting with 3 different people on different occasions, and on the 2nd and 3rd chat, the chat box simply disappeared. I tried calling their support line and tried to escalate to a supervisor, but after ringing for 30 min. the line cut out. (happened twice!) I honestly believe that they are actively trying to make it difficult for consumers to get their refunds (and get their numbers ported out). Now that Mint Mobile has my number, I am trying to get my account number and PIN, but to no avail. I would like my refund, my account number and pin so that I can use a different carrier. I am well within the 7 day refund window as well since it has only been 1 day, but they are making it exceptionally difficult to complete these things.

  Business Response

  Date: 11/08/2023

  Dear *******, we apologize for the frustrations and inconveniences you've experienced trying to contact customer service, we sincerely apologize for any issue caused.
  
  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: 11/08/2023

  
  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:11/03/2023

  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/around Aug 10 2023, I signed up for and paid Mint Mobile $132. Over the next two days I attempted to port my existing I-phone number migrated over Mint Mobile without success after several calls with both Mint Mobile and Consumer Cellular representatives.The mint mobile customer service was terrible. In the end I decided to just stay with Consumer Cellular. AS the customer service was so bad and I wasn't using the service I decide to just dispute the credit card charge. I was able to dispute the charge successfully but missed a 'refill' until I was beyond the 30 day dispute window. That rebel charge went thru on 9/25/23.I then contacted Mint looking for a complete refund as I had never used their service because I was never able to port over my existing number. At that time I was told they could cancel my remaining term and refund approximately $100 of the original $132.No refund, no communications, terrible company. I have a credit card back up if needed. original $132 8/3. Refund back (I can track down the date), and Rebill of $132 on 9-25.Let me know. Thank you

  Business Response

  Date: 11/07/2023

  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:11/03/2023

  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.

  October 24, 2023. I was charged twice and Mint Mobile set up TWO ACCOUNTS for me while I was merely trying to switch my one phone account from att to mint. Mint somehow set up two accounts for me and are claiming I must pay a double charge of $53.77 because I waited too long (8 days their deadline is 7 days) to dispute and cancel an account I had NO IDEA EXISTED.

  Business Response

  Date: 11/07/2023

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

  Customer Answer

  Date: 11/08/2023

  Mint Mobile double charged me. They said they sent me an email for more info from me. I have received no such email from Mint Mobile. This is day three.

  Business Response

  Date: 11/13/2023

  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:11/03/2023

  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 was using a lot of data through my phone as I was using it to connect the navigation system in the car I was driving. This caused me need to purchase extra data from Mint Mobile which in turn caused me to need to fund my Mint Mobile wallet, a cash holding account for customer's money from which the customer can then purchase services and products from Mint Mobile. Once the trip was over, I realized I had overfunded the wallet by $40.00 which still remains within my Mint Mobile wallet. I contacted customer service and after several attempts to get them to submit a refund I finally got a confirmation from customer service that they were submitting a request and that the money would appear in my bank account within **** days. I bit later I got a text message saying that my refund request had been declined because I had had funded the wallet more than seven days prior. They claimed that funding the wallet constituted a purchase when all it is, is a customer cash holding account. This feels like fraud and theft and is really deceptive as a business practice. I have been a customer for 2+ years.

  Business Response

  Date: 11/08/2023

  Dear *******, We apologize for the frustrations and inconveniences you have experienced with your wallet balance and the refund issues you have experienced.

  
  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:11/02/2023

  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.

  I am filing a complaint against mint mobile. I purchased two phones with them with service plans. They said the phones would be delivered within 7 to 10 business days. Almost a month later, they still had no explanation for me where the phones were. They said they were lost in transit. At that point I decided to cancel my service because I have never received the phones or the service. They told me that I had passed my two week cancellation period. What?! I never even received the phones! They told me it was not their problem, and that affirm was charging my account. They told me I had to contact affirm and get it resolved with them. After spending tens of hours on the phone with mint mobile and affirm both of them pointing the finger at each other I never got anything resolved. A few days ago I went to apply for , a new line of credit and they told me I had bad credit **** against me from affirm. Now it is now ruining my credit! I never even received the phones or any service plan! And now its starting to disrupt my life. I also need a refund from affirm for the money that they charged me for the phones that I never received.

  Business Response

  Date: 11/08/2023

  Dear ***, We apologize for the frustrations and inconveniences you have experienced with our customer service and the problems with your phone order and the inconveniences with your credit history. We sincerely apologize for any problems caused.
  
  We'd like to address your concerns directly, so we will be reaching out to you privately for further assistance.
  
  - ************ Support, Mint Mobile