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:10/28/2023

  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 

• Initial Complaint

  Date:10/28/2023

  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.

  The Mint Mobile website and app encourage "referring a friend" and indicate that if you do, a credit of up to $100 would be applied to your account. I did this and went through the steps provided. My friend purchased a phone and service using the link provided, but no credit was applied to my account. This occurred at the end of August. I have called their customer service repeatedly, but they refuse to apply the advertised credit to my account.

  Business Response

  Date: 11/01/2023

  Hello,
  In regards to this concern, the maximum referral credit would be $90.  We also confirmed that the customer's referral did not use the unique link to sign up and also purchased a device package which is not eligible for the referral credit.  For the inconvenience, we have added a one time courtesy credit to the account.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 11/01/2023

  My referral did go through the unique link provided. I provided Mint with the date that I sent the link to my referral, and they confirmed that he set up an account with them shortly after. If they are suggesting that the link was not used, it sounds like there is an issue with their system. There is no indication in the description (both now and when the referral was made) of Mint's refer a friend program outlined on their website that a specific phone or package is required. When talking with their customer service department over the phone, they offered a $25 "credit," which isn't close to the minimum credit of $45 advertised on their website. This "credit" that they offered me doesn't appear to be able to be used to pay service bills with, only to purchase more data--the plan I purchased gives me more than enough data, rendering this $25 useless. 

  Business Response

  Date: 11/06/2023

  To use the wallet balance for renewal, the customer will just need to load enough to cover the remaining renewal balance.

  Customer Answer

  Date: 11/10/2023

  
  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 (assuming what they are saying is accurate).  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:10/27/2023

  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.

  This is to ensure a refund as the service is failing to send, receive texts from specific individuals using TMobile. PLUS their service is having my phone send from two different numbers which occurred without my knowledge for at least two weeks.

  Business Response

  Date: 11/01/2023

  Dear ******, We apologize for the issues you've experienced with our service, including the failure to send and receive texts from specific individuals and the unexpected change in your phone number. 
  
  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

  Not against moving onto email conversation as that is much quicker that operating through BBB hub, but want to maintain this as open until resolved to ensure refund and also figure out the privacy, network issue taking place.

  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

  Customer Answer

  Date: 11/13/2023

  
  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 as it relates to the refund. Phone number issue and texting was never resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/27/2023

  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 hosted a deal on their webpage pairing a free ****** watch with the purchase of a Pixel 8 Pro and free ****** earbuds with a Pixel 8. This same deal was offered by Amazon and Best Buy. I have screen shots from cached webpages and third party stories all attesting that the free devices were paired along with discount on their service. I bought one Pixel 8 and one Pixel 8 Pro. My checkout cart showed each of the items including the $0.00 price for the watch and the earbuds. My confirmation email after purchasing indicated each phone was a "bundle" but had no mention of the other devices. They only mailed the phones. When contacted- the 1st representative claimed I was wrong and they never had that deal. He asked me to prove they offered the incentive. I started searching online for evidence and found a ******** add that proved the deal existed. It had an end-date of Oct 12. He then closed the chat when I shared that information. The second chat representative claimed the deal existed but held firm to the Oct 12 date. I shared screen shots of 3rd party news groups promoting Mint Mobile's deal through the 16th... the date of my purchase. He then closed the chat. I called the third time and that person insisted on the Oct 12 date. Said my order only showed the phones and that the "bundle" referenced the discounted plan. I was told I had to pre-order by the 12th to have gotten the deal. I have since found cached webpages showing their deal on Oct 16 as live promising the free devices. This company manipulated my order to remove the offered items. They've been caught lying multiple times about their own deal. I have every bit of evidence from multiple sources showing their deceit. They owe me items they promised. I would have had access to devices through other retailers had I not been lied to by them.

  Business Response

  Date: 10/31/2023

  Dear ****, We apologize for the frustration and confusion you've experienced regarding the promotion for free ****** devices with your Pixel 8 and Pixel 8 Pro purchase. We take your concerns seriously and want to address this issue promptly. 
  
  To ensure we resolve this matter, we have escalated your case to our senior support team, please expect an email from us.  
  
  - ************ Support, Mint Mobile

  Customer Answer

  Date: 11/01/2023

  I appreciate the notification. I have received contact from your social media support staff. I have yet to receive any attempts at resolution beyond that. This case needs to remain open until a response with real actions towards resolution is submitted.

  I'll await your response to the case facts. Thank you and have a good day.

  Business Response

  Date: 11/06/2023

  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

  Order # MT3787696
  BBB Complaint # ********
  
  I have provided documentation that your website offered the promotional deal through the 16th of October. This is in line with your competitors. You have provided no written documentation from your website on that date, or linked from your website on that date to suggest I was merely misinformed. I did receive a nearly completely illegible response from a **** ********************* that I copied below. His narrative appears to indicate that I had to order by the 21st of October and her verified that I did. Unfortunately, the webpage image you screen captured from Oct 5 ignores the reality that you extended the deal through the 16th on your webpage as demonstrated by its presence on your webpage through that date. My cached image fully supports my claim which you don't dispute.
  You perpetuated the ad and the deal through the 16th.
  I made a purchase based upon that offering
  I have evidence of the pages wording clearly stating that on the 16th those items would be bundled for free with purchase.
  **** ********************* just indicated that the deal was good through the 21st of October.
  All you've shown to me is an image from the 5th from an unknown source
  It's clear from your website that you extended the deal to the 16th.
  
  You've done nothing to prove your insistence that this deal ended the 12th. Your most recent email from **** ********************* actually validated the 21st.
  Please honor the deal you promoted on the 16th and sold to me.
  Respectfully,
  ****

• Initial Complaint

  Date:10/27/2023

  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.

  The following is my experience and/or opinions. This whole complaint is my views and not necessarily fact:In my opinion, this was the worst experience I ever had in my life. I spent like 3+ hours on the phone with representatives to finish my order of renewal for the same plans and same price I had last year. It was confirmed several times on the initial call that was around 2 hours long several times during the call I was getting the same exact plan for same price. This order took so long cause of many issues with the systems or the representative was not skilled. After bearing with the excruciatingly long call, at the very end I try to confirm again the plan and the representative changes what she had confirmed earlier. She said I have 5gb not unlimited data. In my opinion this was a blatant lie. After almost 2 hours and finally charging the 3 accounts, she changes it and says ** only getting 5gb of data. I could not believe what had just happened. In my opinion this was absolute torture.

  Business Response

  Date: 10/31/2023

  Dear ******, We apologize for the distressing experience you've had with our customer service and your plan renewal process. 
  
  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:10/26/2023

  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.

  On the **************, I made a payment of $202.24, Mint Mobile did not give me service and I have to pay again on October 10th, and initiated the cancellationof the first payment of my 12-month plan with Mint Mobile. During my conversation with their representatives, they assured me that I would receive a refund within 7 to 10 business days. However, as of now, I have not seen any sign of that refund.On the 25th of October, I contacted Mint Mobile once more to inquire about the status of the refund. Their response remained consistent: they claimed the refund had been approved and suggested that the issue lay with my bank. I followed their advice and reached out to my bank, only to discover that there was no sign of the approved refund.On the 26th of October, I contacted Mint Mobile again, and their response echoed their prior statements, insisting that the refund had been approved. Yet, despite these repeated claims, I have not witnessed any funds being transferred from their account to mine.I must express my disappointment and concern regarding the handling of this matter by Mint Mobile. I kindly request tangible evidence of the approved refund and a swift resolution. In the absence of such evidence and the refund itself, I will be compelled to escalate this matter to the relevant authorities.This situation has raised significant doubts about the company's practices and commitment to customer satisfaction. I implore ****************** to address this issue transparently and promptly, in line with principles of fairness and honesty in all business transactions.I eagerly await your response and the resolution of this matter and the refund.

  Business Response

  Date: 10/31/2023

  Dear *********, We sincerely apologize for the inconvenience you've experienced with your payment and the delay in processing your refund.  
  
  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: 10/31/2023

  I will withdraw my Better Business Bureau complaint once the funds have been successfully returned to my bank account. My decision to maintain the complaint is rooted in the fact that, despite our prior conversations and your commitment to a refund within **** business days, the refund itself remains pending.
  I emphasize that my objective is not solely a private conversation, as I believe that the return of my funds is the most tangible demonstration of a resolution. As such, I will consider closing the complaint once the reimbursement is confirmed.
  

  Business Response

  Date: 11/07/2023

  Hello,
  In regards to this concern, a refund has been issued to the original credit card used for the transaction. Please allow up to **** business days for the funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:10/26/2023

  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.

  09/03/2023: Ordered a phone and service plan from Mint Mobile. Order MMO-******. Included:1) N-129-ATC-SC-3-1 12-month 5GB plan at $148.50 and 2) N-2-BU-S22FLIP-CP-BK phone at $79.00. Order total with fees $232.49.09/11/2023: Received the phone. Installed the ************* card and learned that there was no service for Mint's T-Mobile carrier. Was unable to do anything with the phone and did not lock the screen with a pin as I was not going to be able to keep the phone. Filled out the refund request and got a reply that the refund request was received.9/15/2023: Mint send a return label which I used to ship the phone back to Mint for a refund within the 7-day refund period.9/18/2023: **** tracking shows phone was delivered to an individual in ******* **.10/6/2023: Mint shipped the phone back to me. They accused me of locking the screen and therefore could not refund. 10/9/2023: Advised Mint again that I did not lock the screen. I have no information on how to unlock.10/11/2023: Shipped the phone back to Mint for the second time.10/13/2023: **** tracking shows phone was delivered to an individual in ******* **.I have attached some of the communication from Mint. All messages indicate "we are investigating your claim". I have had no indication that Mint will ever refund my money for the phone or the service plan. I have exhausted all avenues of support with Mint, including phone support (no help), chat (useless), and email with no results.10/11/2023: I shipped the phone back to Mint.

  Business Response

  Date: 10/29/2023

  Dear *********************,
  We deeply regret the inconvenience you've encountered with your recent Mint Mobile order, and we understand your frustration.
  To ensure a prompt resolution, we have assigned one of our dedicated agents to your case. They will contact you via email within the next 24 hours to discuss the specific details of your refund request and the phone's return.
  
  
  Warm regards,
  Mint Mobile Customer Support

  Customer Answer

  Date: 10/29/2023

  this is yet another no action from Mint. This is the same response Ive been getting for over six weeks. There has been no good faith effort on their part to issue my refund. I am not interested in another message that indicates they are review my complaint. 

  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 

  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.

  Mint has refunded the total I paid. I appreciate that this is final and no further action is required. 
  
  Regards,
  
  *********************
  
   

  
  

• 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