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:11/01/2023

  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

• 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 prepaid Mint Mobile for 1 year of service it was $300. I have since canceled their service because it is terrible and they refuse to give me a refund for the months of service I have not used which is about 7 months of service or $175. They state since I didn't cancel my service within 7 days from activation I am not eligible for a refund. I understand there are policies, however if I was paying monthly I would have lost only $25 which is fine but stealing $175 from me because I prepaid I think is not fair.

  Business Response

  Date: 11/04/2023

  Dear ****, We apologize for the frustrations and inconveniences you have experienced with our refund policy.
  
  We would like to address your concerns directly, so we will contact you privately for further assistance.
  
  - ************ support, Mint Mobile

• Initial Complaint

  Date:10/28/2023

  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 3 months of Mint Mobile. After a couple of days I regretted my decision as my signal started dropping randomly while at home and at work. I attempted to cancel service, I was told that CS will help me connect to another tower (because the one next to my house seems to be in service perpetually) and I still have a couple of days to try the service. I was hoping things will be ok but signal continued to drop randomly. I work during the week, I cannot take time off to switch to another company for better service so I did it when I had time. I was told Im outside the 7 days so I cannot get reimbursed. I am asking for my money back because this company did not deliver what it has promised. Took the money but did not give me the service it promised.

  Business Response

  Date: 11/02/2023

  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:10/28/2023

  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.

  Yesterday, Friday 10/27/23, I received a promotional email from Mint Mobile advertising a special deal for 3-months $15/mo unlimited talk & text. I had TMobile service on my Apple iPhone 12 mini. I checked with TMobile and confirmed that my phone was unlocked. I called Mint Mobile at **************, paid $45 and began the eSIM activation process with the Mint rep, but it did not work: my phone was connecting to wife but not cellular, the screen said "SOS". The rep tried troubleshooting but after several minutes told me that I needed to call Apple. So I called Apple and their rep walked me through some troubleshooting procedures as well, but still my phone was showing SOS and the network was still showing TMobile under Settings. The Apple rep then told me that he gets many calls daily about Mint eSIM iPhone issues. He said that Apple Support is getting thousands of calls daily about Mint. He said that in the majority of cases the problem is that Mint incorrectly activates the eSIM. So he gave me an Apple case number and told me to call back Mint, ask Mint to reinstall the eSIM, and if they give me pushback that I can tell Mint to conference call Apple using my case number and the Apple rep will talk to the ***********. So, I called Mint, explained the problem to a rep, and this rep told me they will "put in a ticket" and that someone will contact me within ***** hours to resolve the issue, I replied that I will not wait ***** hours because I have no cell service right now since they took me off of TMobile already. So I was put on hold for about 45 min, and then a rep came on and figured out that the problem was under Settings-Cellular-**** that my "Primary" needed to be turned off and "Travel" turned on. This finally connected me to Mint's network. This was really a stressful horrible experience and I told the rep if anything else goes wrong during my 3-mo promo I will cancel immediately & request a refund of my $45.

  Business Response

  Date: 11/02/2023

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

• Initial Complaint

  Date:10/28/2023

  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.

  The purchase was made August of 2023 as a credit for a prepaid plan. I added more of a balance than needed, so it was $15.00 that was in the wallet the business has to use for future use. I reached out originally within the same time frame it was done to get a refund and was told they couldnt help me with that and someone would email me regarding the refund which never happened. I decided to switch phone plans since this isnt the first time Ive had an issue with the service itself, Im unable to use certain apps outside my home when I pay for unlimited service. I reached out via ******* and over the phone, they provided nothing that helped. I switched plans and messaged via the companies website and was told they would not refund me it was over the refund policy time frame. I then messaged for assistance via DM on instagram and was told they could not refund me because the account was cancelled.. I should be getting one answer but yet Im getting 2 different answers. Thats shady and stealing from a customer.

  Business Response

  Date: 11/02/2023

  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