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:10/25/2023

  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 renewed my telephone plan by chatting with an agent over the internet. I immediately changed my mind and contacted them again about cancelling the plan. They then pulled out a policy stating that it did not allow refunds.When I asked them why this was not revealed to me during my initial purchase they claimed ignorance and refused my refund.

  Business Response

  Date: 11/01/2023

  Dear **************************, We apologize for any confusion and frustration you've experienced with the renewal and cancellation of your plan.  
  
  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:10/24/2023

  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.

  Phone periodically will not make calls. I have replaced the phone twice, and it is still a recurring problem. On top of that ********************* keeps hanging up on me.

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my account associated with phone number ***************** Mint renewed the account and then took $150 out. There was no label on the bill which phone number it was for. It was vaguely labeled as "Load for member renewal". I thought it was with the other phone number with this account. When I was setting up another account, the representative confirmed it was for the canceled account. They also confirmed there was zero activity on the account during this time, and in fact the *** information had been cancelled on Mint's end.I started a ticket for a refund, but they said, "no it has been more than 5 days" and refused to reimburse me, or even credit me, for the erroneous charge.I created 3 tickets (so far). All 3 agents told me it was for "special circumstance". Two told me that it would be approved and claimed the others did it incorrectly. And yet it's been denied by the back office, twice because their arbitrarily deadline had passed. Just because Mint has my credit card information doesn't mean they can charge it as they want - and then refuse to give back because I didn't figure out the vague wording in time.To sum, Mint glitched and charged me $150 for a canceled policy, gave me a vague bill with no number listed, and then refused to refund or credit.?1st ticket: SUPPORTM-****** (The agents didn't give me the number for the second ticket though I asked. I called back and asked as well).3rd ticket: Supportm-******

  Business Response

  Date: 10/27/2023

  Dear *********************** ******,
  We're genuinely sorry for the inconvenience you've experienced with the recent charge and the subsequent billing issue. Please expect and email from our ************* team. 
  Thank you for your patience.
  Sincerely,Mint Mobile Customer Support
  
  

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an active 12-month unlimited plan with Mint Mobile. As of last week 10/17 I have been unable to make or receive phone calls. I have now called mint mobile 5 separate times and have followed all of their troubleshooting recommendations. None of the troubleshooting has fixed the problem. Nobody that I have spoken to can tell me what the issue is and how to fix it. Each time I call I am told that they are opening a ticket so their tech support can come up with a solution and call me back. It has been a week and nobody from Mint Mobile has called me with a solution. I am unable to use my service and nobody is doing anything to fix the problem. This is extremely frustrating because it should not be my responsibility to keep calling them to find out what is going on. There has been no follow-up and no solution provided. I need my phone for work and Mint Mobile is now costing me money because my phone has not worked for a week.

  Business Response

  Date: 10/27/2023

  Dear *******************,
  We apologize for the inconvenience you've been experiencing with your Mint Mobile service. Our team is actively working to resolve this issue for you. Please reply to the ticket email one of our experts agents will send you, we'll prioritize getting your service back up and running promptly.

  
  Thank you for your patience.
  Sincerely,Mint Mobile Customer Support

• Initial Complaint

  Date:10/22/2023

  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 purchased a phone and esim in October of 2022 from mint mobile with their affirm payment plan option. The esim didn't work at all, so I returned the phone within the time period allowed. The phone arrived at the warehouse. They have not issued me a refund and I still have to make my affirm payments. I still have $150 to pay on the returned phone. They continue to tell me the refund is on the way and it does not come. It has been a year and I need help.

  Business Response

  Date: 10/27/2023

  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: 10/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The complaint has been resolved. 
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:10/22/2023

  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.

  On October 21 we activated service for ******* and tried to switch over 2 phone numbers. One of the numbers (****) was successful, however the other number ***********) we were told by ******* that mint will not release the number for transfer. ******* states that there is a conflict with the phone number with error code 51FOC port is in conflict. We have talked to mint mobile 4 times and nobody there knows what to do or how to remove the conflict. ******* says they cannot do anything until Mint fixes the issue. So ********** cannot receive calls/texts until Mint resolves the issue

  Business Response

  Date: 10/26/2023

  Hello,
  There is no action for us to take in this matter as the customer has already ported out.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/27/2023

  
  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:10/21/2023

  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 bought a Mint SIM card at Target on 9/7/23, it was free for a week, and it worked for the week. On 9/12, I paid the "special offer" price of $45 for 3 months of service. I was told that renewal would be $75 for 3 months, effective 12/12, but was not told that no portion would be refundable. The service worked up to 10/14, then calls could not be made or received. I can't even dial 611, or my house phone. Calls to me go straight to voicemail, which I cannot get to. I have been calling Mint for support to resolve this issue ever since. There have been numerous calls without anyone resolving the problem. A ticket was opened for the technical **** to call me to resolve the issue. I missed the call on 10/17 but did call back. After giving all information, again (had to give all information, including IMEI number, for every call). I was told that the tech **** would be calling me as soon as I hung up. I'm still waiting..After so many calls, some terminated on their end, I gave up & tried to close the account. "Ash" responded, trying to go over all the same steps, AGAIN, without success. She said that I could not get a refund because it was past the 7-day period for canceling. She suggested that I hang in there for the remaining 52 days - for a service that does NOT WORK? She said that she would call me back today to go over what the tech **** came up with. I'm not hopeful that will happen, given their history.Seems their new "special" is meant to take new customers in, it stops working, then they say that you cannot be refunded. Normally, I would ask for a refund for the unused time. However, with the aggravation, I would **** a full refund. Thanks.

  Business Response

  Date: 10/27/2023

  Hi *************************,

  
  We apologize for the inconvenience you've experienced. Our team is here to help, please provide us with your Mint Mobile phone number via private message (e-mail) that you'll receive.

  
  Thank you for your patience.
  Sincerely,Mint Mobile Customer Support

  Customer Answer

  Date: 10/28/2023

  All the information requested by email has been provided by email. The same information was provided previously, numerous times,  to your support staff, without resolution.  

  Business Response

  Date: 11/01/2023

  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: 11/09/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/21/2023

  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 and paid for my iPhone in full from mint Mobile. My contract is up with them and I am attempting to connect to a different service provider. Mint mobile released my phone number but will not release my phone. The *** card is locked by them and despite hours of customer service time And promises of ***** hour resolution, they do not complete the task and my phone is still locked by mint mobile.

  Business Response

  Date: 10/26/2023

  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:10/21/2023

  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.

  On 4-3-23, I purchased a telephone from Mint Mobile Phones for $99.99 plus an $18.50 recovery fee, and tax. The phone was defective, locked itself into Emergency Calls Only mode. I purchased a second phone from the company, and that phone, incidentally, began having serious issues within about four months of receipt. I have sent numerous letters and emails to the corporation for a refund, and have made innumerable calls to "customer service". I returned it due to it locking itself into Emergency Call Only mode. I had to argue to return it, had to argue that it had been delivered to them (I had proof), had to argue for refund approval... over months and innumerable lengthy contacts. Then their IT **** returned it to me because they couldn't open it... no surprise there, it was locked in Emergency Call Only mode. They told me to open it and return it. they refused to pay return shipping, which I paid myself. I had to argue again that they had received it (I had proof), then was told that an investigation was being opened into my return, so I would not receive my refund anytime soon. It is now 10-21-23... just about six months since I purchased it, and also six months since I first returned it. Not one company rep told me the same thing, I was hung up on several times, sent emails with no response. I want a full refund for the phone ($99.99), and also for the $130 I paid for a paired/bundled service agreement, which resulted in dropped calls and incredibly poor reception every single day, people couldn't hear me, I couldn't hear them. I set up mobile service with a new company, and bought a new phone to replace the second defective phone purchased from Mint Mobile. I also want a refund for the $18.50 "recovery fee" which they charged, as well as $9.99 in taxes. This totals $261.49. A refund for the second defective phone, which cost over $250, would also be appreciated. I am happy to return it.

  Business Response

  Date: 10/26/2023

  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: 10/27/2023

  
  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:10/20/2023

  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 daughter try to pay for her unlimited three months service and called mint mobile on 10/20/23 in order to get assistance because she was having issues paying thru the mint mobile app... She was told she needed to purchase a new SIM card and was charge $53.00. We called mint once again attempting to get a refund for the $53 but were told that no such charges appeared on their records and that we should call our bank in order to resolve this issue...

  Business Response

  Date: 10/25/2023

  Hello,
  

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

  Thank you,
  Mint Mobile