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:11/02/2023

  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.

  Mint mobile requires a credit card to be placed on file before resolving customer service issues. The eSIM for my account didn't work and I requested a replacement. I was obligated to put a credit card on file before receiving help. Also, on the website, account holders seeking technical support are given the option of buying technical support for $15 a year. Although there is a customer service chat and phone number, those options are not given when the account holder is logged in to the website. This is extortionate.

  Business Response

  Date: 11/07/2023

  Hello,
  In regards to this concern, we have provided this feedback to the appropriate internal teams.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/07/2023

  
  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:11/02/2023

  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 10/14/23, I placed an order for 3x 3-month unlimited plans with SIM cards through mint mobile's website, each priced at $45, or $15/month, as mint was advertising a promotion wherein all their plans were priced at $15/month. In reviewing their website at the time, they advertised that should auto-pay be enabled, the price per month would be renewed at the same rate as previously charged, provided auto-pay was maintained.On October 18th, or thereabouts, I transferred my 3 existing phones onto mint's network, and proceeded to set up the accounts.On November 1st, I began the process of adding my credit card to my account and setting up the auto-pay for both myself and my 2 sons' lines, when it showed that the renewal rate would be $40/month/line, not the continued $15/month rate. At this time, I called their customer service line and indicated that the rate did not reflect what was advertised at the time I signed up. She indicated that I needed to complete the setup of the family plan and link my 3 numbers.Later that afternoon, I completed the setup of the family account linking, and again saw that the rate was listed at $40/line/month. So this time, I used their app to once again contact customer service, and spent the next 3 hours outlining and escalating in an effort to get them to honor their initial agreement that I signed up for, before being disconnected/stopped responding to my messages.I attempted again today, 11/2, to contact their customer support, and after another 2 hours, was finally told that without a screenshot proving that's what they said, their current rates on their website are what are available, and that's what I would be paying should I choose to continue my service. I do not have a screen shot of what was advertised when I signed up as I did not think that I would need to prove what their terms were at the time of sale in order for them to honor the terms at the time a purchase was made.

  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: 11/09/2023

  The company offered a greatly reduced one-time credit instead of honoring the initial terms of the renewal. I responded to their email offer with the following:

  That credit offer isnt even close to what we signed up for. It would only cover the difference between your normal plan rates and the renewal rate your site showed at the time we signed up for 5 months. You should honor the terms when we signed up and set up our annual prepaid auto-renewal for $15/line + taxes/fees like you advertised when we signed up.

  Business Response

  Date: 11/15/2023

  Hello,
  In regards to this concern, if the customer can reply to the last email we sent on 11/11/23 we would be glad to assist.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:11/02/2023

  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 received a phone from Mint Mobile that doesn't work. It doesn't charge OR turn on. I attempted to troubleshoot the phone on my own for a few days and then my ill husband was in/out of the hospital in between. I also have 4 jobs, 1 car and 2 kids that I'm juggling in between those "7 days"... I reached out on 9/26 to ask for a replacement and was told it would happen that week. 10/6 still hadn't heard anything, reached out and was told I was not eligible because it was outside the 7 days. They dont care about circumstances or that it was broken. Sent me to "the manufacturer" which is a 4 hour round trip drive away from me. It would cost even more money and time to go have something fixed that should've been working when I received it in the first place. I was told by a rep it was no problem and then promptly told no all of a sudden later. I am on a payment plan as well, so I will keep paying on a broken phone and NOT have enough money to buy another one from someone else. So they just get to keep $800 of my money for nothing. Their website says you get to speak with a human and after 5 call attempts, that's not true! There are limited options to pick that don't apply and MANY automated recordings. No human. When you chat? No reference number. No heart. No desire to do right by customers/products. I have a broken phone that's continually costing me money I barely had in the first place.

  Business Response

  Date: 11/06/2023

  Hello,
  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  Thank you, 
  ****************** 

• Initial Complaint

  Date:11/01/2023

  Type:Delivery 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 7-26-2023 I purchased a ******* note 20 phone in New condition for a total of $480.43 Approximately 3 months later the phone screen died. I called mint mobile and was informed that the warranty was still good. I called ******* and they informed me that the warranty had ended, the phone was refurbished and that the phone was not intended for the US market.I was given a "shipping label" to send the item back, but I was just sent their address. It was not a prepaid shipping label

  Business Response

  Date: 11/02/2023

  Hello,
  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  Thank you, 
  ****************** 

• Initial Complaint

  Date:11/01/2023

  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 have had Mint Mobile since May of 2020. It is a family plan. I have had no issues with their service until July of 2023. I work at **********************************************************************. Since July everyone with cell service that uses Tmobile towers has had spotty to no service in the area. The service has gotten worse at my home as well. I have called and chatted with Mint multiple times. I have gone through all their troubleshooting. I have been told that it is an issue with the towers and it is not being fix. Other people have switched to other carriers. I, however, pre-paid $389.92 for my line $201.25 for the second line for the whole year, and have been told am not eligible for a refund for the months of service I will not use if I cancel and go to another carrier. I don't think I should be stuck with a service I can barely use. I am not asking for a fulll refund, just a refund for the months of service I will not be using when I switch.

  Business Response

  Date: 11/06/2023

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

  We apologize for the service issues you've encountered in **********, **, and understand your frustration with the recent drop in signal quality.  We appreciate your loyalty as a long-time Mint Mobile customer and are committed to ensuring your satisfaction. 
  
  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:11/01/2023

  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 wife was a subscriber and paid over 300 for a year. The account expired in Oct. I then bought another sim from Mint for a new account. I tried to activate on 11/01/2023. There were two issues:1. The step 3 in the activation flow in the Mint app keeps failing (the step 1-2 of adding the new activation code etc succeeded). ******* had not idea and had trouble activating the new account. 2. They said that I can only port my old mint mobile number to third party but not the new line.Note (1) is a separate issue from (2)

  Business Response

  Date: 11/06/2023

  Dear ***************, We apologize for the issues you've encountered while trying to activate a new Mint Mobile account. We'll investigate this further to ensure you receive accurate information and assistance. 
  
  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:10/30/2023

  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 ordered 3-month unlimited plan from Mint Mobile on September 21 2023 (Order Number MT3653733). I chose the e-sim option because according to your website, my IPhone 12 has eSim. However, the website did not account for the fact the phones sold in ********* do not have eSim. I called Mint Mobile and they did not do anything to help me, so I ordered another one month plan from Ultra Mobile, my old provider using my old phone number. During my Ultra plan, I called Mint Mobile several times trying to get a physical Sim card so I can use my Mint plan. The first time, the person told me to activate the plan or else I cannot get a Sim card, so I activated on October 14 2023. However, I cannot use my plant because I have no Sim card. I called many many times after that, and created many many tickets (All the ticket numbers that I have created since I joined Mint Mobile: L2-61800, TECOPSJSD-******, L2-72556, L2-78285, L2-83486) One of the ticket numbers were not even valid, even when the supervisor was the one who created it. While I am using Ultra Mobile's service, I made sure to get my account number and transfer PIN, which I have right now, so I can transfer my old phone number to use at Mint Mobile. However, due to the lack of efficiency and the time it took me to call Mint Mobile for so many times, I could not transfer to Mint Mobile in a timely manner, and my Ultra mobile plan ended. I had a few days where I had 0 phone service because of Mint Mobile not being able to give me a physical SIM card. Now I can use my plan for the first time after two weeks, I cannot transfer my old phone number to Mint Mobile, because Ultra Mobile is asking me to purchase another plan in order for my old phone number to be unsuspended and activated. The fault is not on my end as I have done my responsibility of calling Mint Mobile to check my progress of getting a physical SIM card for a lot more than 2 weeks. Now, I have lost 14 days of using my plan and access to my phone number.

  Business Response

  Date: 11/03/2023

  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:10/30/2023

  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.

  I was automatically charged by Mint Mobile for $79 for a phone protection plan I NEVER asked for. I contacted them and told them to remove the charge from my credit card, which they did on Sept. 15, 2023. However, on my recent credit card statement, the $79 charge showed up again on a Oct. 18 post. Their customer service is useless- multiple phone calls and multiple chats and they still can't or won't resolve. I've written a detailed letter to their corporate headquarters demanding that they permanently remove this charge, and I'm also in the process of filing a dispute with my credit card company. I am not happy with Mint Mobile and will be switching plans when my current timeframe is up. Apparently, a few other people who have posted on Reddit also were automatically charged $79 for the phone protection plan which they never requested.

  Business Response

  Date: 11/03/2023

  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: 11/03/2023

   I did receive an email from Mint Mobile stating that they are working toward a resolution of my complaint. For now, I want to keep this BBB complaint active until I get complete resolution from Mint Mobile. Complete resolution means that my $79 fraudulent charge will either be refunded directly to me, or be shown as a $79 credit in my credit card transaction history. Thank you! *************************

  Business Response

  Date: 11/09/2023

  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:10/30/2023

  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 am a ******** who purchased a business in South ******* and moved down. I ordered a sim card on October 13,2023 after reading the positive reviews on the internet. Once I got the sim card, I activated the line on October 18,2023. I got the unlimited plan for 3 months for a special price at 15$ a month which you have to pay upfront for the 3 months. The first day I had problems with the reception from the phone line. It would cut often even when I was not moving and often the line would drop. It continued constantly everyday and with every call. I had problems with communicating with my clients, employees, suppliers, and sub contractors. I had transferred all my accounts on this phone number provided by Mint Mobile from my ******** provider. I didn't have any problems with my ******** provider when I am in *******. I called the customer support everyday to try to resolve this issue. They kept telling me that they transferred my number to another tower and restarting my phone but nothing changed. This is the fact that they use the **Mobile towers. On October 24 they decided that there was nothing to be done but issue me a refund. This was affecting my business on revenue and reputation. The service was so bad that I couldn't here what the agent was saying. I told the agent to issue me the refund but to not cut my line right away and give me the chance to get another provider and transfer the number, but the agent decided to cut the line as well without my knowledge. Later that day I rushed to **Mobile to get a new provider and a temporary number. I contacted mint to request the port out of the number which took about over a day to get. Since then it was non stop calling t-mobile to port in my number and have been never resolved. Spoke to plenty of agents on mint mobile and supervisors and nothing has ever been resolved and been promised resolution and follow *** which never happened. **mobile has been helping me this whole time. They caused major impact on my business.

  Business Response

  Date: 11/06/2023

  Dear *****************************, We genuinely apologize for any frustration you've experienced, and we're dedicated to making things right.  
  
  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: 11/06/2023

  
  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:10/30/2023

  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.

  On 11/28/2023, I submitted a request to unlock sim on my phone purchased from mint moblie last year. I received an email from Mint employee **** Jimwell ***** saying the sim was unlocked on 12/29/2023. But upon checking, the sim was still locked. Since then, we made contact with Mint customer service 6 times on the call, totaling 4 hours, but none of them helped us to resolve the issue. One agent even lied to us that the sim was already unlocked. The last customer agent was ****** (Agent ID ********* helped us on 10/20/2023 7pm, but it is still not resolved as now. Our filght takes off in 7 hours, and I will not be able to use my phone overseas, which is causing me great stress.

  Business Response

  Date: 11/04/2023

  Dear ******, We apologize for any frustrations and inconveniences you have experienced related to unlocking the *** card on your Mint Mobile phone.
  
  We would like to address your concerns directly, so we will contact you privately for further assistance.
  
  - ************ support, Mint Mobile