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:10/20/2023

  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.

  -mint mobile has locked me out of my account. My personal information is still on file with them. If my service ran out how can you text me to confirm a secure code. That does not seem like a responsible request. I am trying to re-up my service. if you won't allow me to do so then please offer me to delete my information. How can you hold my information "hostage."

  Business Response

  Date: 10/25/2023

  Dear *****, we apologize for the frustrations and inconveniences you've experienced with your account and concern about the security and handling of your personal information. 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:10/19/2023

  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 ************ for a couple of years now. Service itself has been issue free. So I wanted to gift some younger family members with 3 month service plans so they could try. I bought 3. I had a lot of issues getting first to work, but assumed it was phone and not Mint chip. With help from Mint rep we were able to learn it was a defective chip, which the rep said would be replaced (3 mo cost approx. $130). I waited a reasonable amount of time and when it did not come, I called customer service. Again I was told this would be mailed. Waited a longer time. Still no chip. So again called and was told by another rep that it had been too long (no kidding) and my only recourse was to get a refund. So I said I would prefer the replacement chip, but ok. He says then the time frame refund should show up in my account. Instead of refund being made, I received an email from Mint saying the request for refund was denied. I still have ************ both on my personal phone and one for my nephew, but I am thinking I dont want to renew. Although our service is as virtually worry free and as good as it gets, continuing to give my business to a company that chose to cheat me out of about $130 just does not sit well with me, and though before this happened I was so well satisfied with ************ that I was recommending it to everyone I knew, now I cannot recommend them at all.

  Business Response

  Date: 10/24/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/19/2023

  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 paid for a service that they did not supply me I was not receiving text messages from them. I called and wasted many many hours on the phone and on the Internet with them in order to try to fix the problem I had to go actually pay another company in order to fix my problem they were supposed to reimburse me only two months worth of service which they did not and now they are harassing me via email, their service needs to stop with the harassment and I would like to see my lease my two months worth of service back I have been with them for over a year and my problems started at the end of May all the way through October of this year.

  Business Response

  Date: 10/24/2023

  Hello,
  

  We have resolved this issue and the account should reflect the updates.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/19/2023

  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 10-11-2023 I paid $****** to mint mobile for 12 month plan. Renewal date 10-18-2023. On 10-18-2023 I got email and text messages that the plan was changed to a 3 month plan. I did not do this mint mobile did it. I spent over 5 hours on chat and phone calls with customer service and supervisors. I was told it is been corrected, then told it will be corrected by end of day, then told **** hours. Then to ***** hours. **************** and supervisors cannot fix the " back office" must fix it. There is no way to speak or communicate to customer service. I sent an email to their customer service which is listed. I got an auto reply back that mint mobile does not monitor email but to call or chat. I received 2 new text messages late evening hours and one email stating my plan was changed to 3 month plan. I have spent over 5 hours to correct. I paid ****** for 3 months basically vs what I paid was for 12 months not 3 months renewal. They stolen my money. No resolution. They need to fix to 12 month plan. I am contacting credit card company to fight payment as I did not get what I paid for and mint mobile continuing to not fix it and no refund. I do not want 7 day plus refund. Refund needs to be immediate. This is my only phone so I need to make arrangements to get new provider. This is simple to fix but they won't. Keep making excuses they stolen money from me. I paid for 12 months and I my got 3 month. Last email they wanted auto authorization to charge my credit card for renewal when they cannot even give me what I paid for. No auto renewal permitted by me. The mistake is on their end and they have no idea how to fix it

  Business Response

  Date: 10/23/2023

  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:10/18/2023

  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.

  Account ************ email: ****************** I have experienced great frustrations and lack of appreciation for bringing my line and 3 employees lines with me to Mint Mobile. No one used referral links, but I am telling you, because of me, you have my line, and my 3 employees lines now at Mint Mobile. And I paid over $1,000 already, upfront, paying for their next years of service already. I am *********** $45 X 3 in referral credits, but because we did not use referral links, I need manual credits, The system will not give it in 15 days. Now, 1 chat rep promised it in 15 days. Another did too, and then got combative, argumentative, and their responses were shocking, unprofessional, unappreciative of me, and just *****. I will not feel underappreciated like this just because of some technicality that referral links were not used. I am simply telling you I referred them. And you even have a statement in my account about "threw you a bone". (SEE ATTACHED) So, you throw customers a bone when you want, but for someone that pays you over $1,000 in advance, for 4 premium lines to come to Mint Mobile, you want to find a technicality to not give the person the referral credits? I will leave Mint Mobile, tell my employees to take their lines out too, and get the $1,000 in refunds and cancel service, if you do not "throw a bone" and credit the account ************ for the $45 X 3 in referral credits that were promised.Also, side note, your mobile chat is horrible. While waiting for an agent, if I don't constantly say something, it closes the chat for inactivity. And the rep that was helping and promised the credits, disconnected, and when i tried to get back on chat, it took an hour because of this glitch of continuously closing it while waiting for an agent, and then the second agent was just horrible and arguing and sounded incompetent. See attached for the promises, and the incompetent, repetitive responses of the obvious, and them just not listening to my point.

  Business Response

  Date: 10/23/2023

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

  Customer Answer

  Date: 10/23/2023

  
  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:10/17/2023

  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.

  In January I bought two prepaid packages as Mint was offering a really great deal that made cell service per line equal to something like 15 dollars a month. I chatted with a representative online to make sure I didnt have to use them right away but could use them later in the year. I spent ****** on the 2 packages. When it came time to activate none of the customer service agents did anything but work towards activation and after two days and multiple attempts I was told I was only on a short trial and Id have to buy new service. I fully believe this company was really created to get existing customers to leave their existing contracts. I am also recent T-mobile (the same service provider they use) customer and I can tell you with the utmost certainty there was no where near the quality or quantity of cell service they claimed there would be. I was told and the *** cards had different expirations. From every angle Mint mobile did not conduct itself with any consistency. My money, time, and decent communication I feel was all that I lost in this deal, so for Mint to even think its ok to take all of my money after making a mess just probably echos why *************************** took the money and ran also. If Im not going to get similar service packages which I honestly dont want because the service was so bad then Id like a refund. I also had specifically asked about a coverage area I had purchased property and was told it would be good. I had to travel 2 blocks to get any kind of service.While there were some helpful agents I was never contacted by a supervisor as I was told I would be on two occasions. I can go file with small claims court and we can go that route or maybe this can get solved here. It sure looks like there are reoccurring themes here with complaints so hopefully the solution will not be as difficult as the process has been so far.

  Business Response

  Date: 10/23/2023

  Dear *******, We apologize if there was any misunderstanding about the prepaid packages and SIM card expirations. Your feedback is important to us, and we will use it to improve our processes. 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: 10/26/2023

  Ive been contacted several times by different people and provided the information requested. All Ive heard is we are working on it for the mist part. It sounds like there are too many cooks in the kitchen. Maybe its tactic to stall. Im gonna go file a small claims case here soon if this isnt handled soon. 

  Business Response

  Date: 10/29/2023

  Hello *******, we apologize if the involvement of a few representatives seemed confusing.

  Be kindly informed that we operate as a team to efficiently handle your case and ensure a ****************. To keep you informed, we've issued an update regarding your refund request via our email conversation, ticket ID *******.

  We hope this helps you. 

• Initial Complaint

  Date:10/17/2023

  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.

  For the second [2nd] consecutive month, on October 14th. 2023 an identical situation repeats.This is what happened in both instances:Within few days after my account is loaded with 15 GigaBytes of data ~which I paid in full well in advance~ my account is emptied. I am 77 years old. I neither watch movies nor I do online anything that consumes 15 GigaBytes of data in few days. After 15 GigaBytes of data disappears without me using it, I receive an e-mail telling me that I must send Mint Mobile more money or else I will be deprived of access to the Internet and denied making or receiving phone calls.Forced to send money to pay for data that I already paid for, I use money from my account at ****************** and send it to Mint Mobile. I hereby demand Mint Mobile to reinstate $50.00 that I had in my account.I will file another claim with B.B.B. next month of November. It is because I do not expect Mint Mobile's intent or willingness to permanently resolve the situation which is to stop depleting my account of 15 GigaBytes of data every month.

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/17/2023

  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.

  Hi,I Have been Mint customer since Dec 2021. First year service was good. So, in Jun 2023 purchased full year service 2nd time for $265 x 2 = $530 for my self and my wife (order # ******** and ********). Issues with calls started to come up significantly after first month. There is very poor reception at my address. Started calling Mint customer service from Jul 2023. Since then, I have spoken with multiple representatives for many hours. Most of who have agreed that the reception at my address is poor. Multiple representatives tried to do steps to fix however was unable to fix the issue. I was not getting any calls or was unable to make calls. People were complaining that my calls go to voice message directly. Finally, I had to move to another carrier in the middle to of ************ plan. Mint website says every plan includes unlimited calls and text but Mint failed to provide call service. After multiple emails and hours of calls, **** refused to refund (request # *******) even though they have failed to provide service promised as per plan description. I am raising a complaint against Mint and humbly requesting BBB to help me getting my hard earned money ($530) back.

  Business Response

  Date: 10/20/2023

  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: 10/21/2023

  Hi, 

  Thank you BBB for pursuing the complain. I have replied the email from Mint. However, I have provided this information too many times to them over phone and in emails. In the complain with BBB included mint ref #. If they are sincere they could have searched their record. Last time I had provided lot of info on 9/20/23 in a response to mints email from Saskia ******************************* ********. The email included order #, credit card info, mint phone # and amount with taxes. In response ******************************* and ********************** responded on 9/27/23 that they are unable to refund as it was outside of refund term even though they are unable to provide service.

  Thank you BBB for helping to keep customer rights in place. 

  Navid

  Business Response

  Date: 10/26/2023

  Hello,
  In regards to this concern, we have attempted multiple times to contact the customer. If the customer could reach out 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: 10/30/2023

  Hi BBB,

  Thank you for your help and support. I have spoken with Mint today. They were looking for the phone numbers associated with the complaints, which I have provided repeatedly .For further communication asking Mint to call ************. I will reject Mint response until they provide refund.

  Thank you again BBB for ensuring customer right. 

  Navid

• Initial Complaint

  Date:10/15/2023

  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 enrolled with Mint mobile in August 2021. I payed $60 for 3 months. After my introductory period in prepaid $263.82 for one year. I have renewed once since this time. Currently mint mobile has all of their plans for one price of $15.00. Im up for renewal I have requested many time to keep my current GB and pay the new price they have of $15.00. Mint has refused to allow me to pay what everyone else is paying. I believe this is unfair business practice and Im being penalized.

  Business Response

  Date: 10/17/2023

  We appreciate your feedback. We understand your concerns and will reach out to discuss potential options to address this matter. Please, expect an email from our Care team soon. 

   

  - Mint Mobile. 

  Customer Answer

  Date: 10/17/2023

  This is what they sent me.

   

  ****************;(Mint Mobile)
  Oct 17, 2023, 06:58 PDT
  
  Dear *********************, 
   
   
   
  As for the Deflation Promo ($15), sorry, but this promotion is for new customers only. Stay tuned to our social media for news about future promotions for existing customers. Also, keep in mind that you can refer friends to earn credit: ******************************************************
   
  We hope this information is useful to you. 
   
  Kind regards,
   
  Yereny B.
  Social Media Support
  Mint Mobile

  Business Response

  Date: 10/20/2023

  Hello,
  

  In regards to this concern, the promotion the customer is inquiring about is only applicable for new customers that sign up for service.  We have provided a one-time courtesy credit to the customer's account for the inconvenience.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 10/30/2023

  hello

  Mint Mobile indicated have provided a one-time courtesy credit to my account for the inconvenience.  I checked my account and no such credit was applied.  I checked again today still nothing was applied as stated by Mint.

  Business Response

  Date: 12/04/2023

  Hello,
  In regards to this concern, the customer can see the credit available in their wallet by logging into the Mint Mobile app or on mintmobile.com.  The customer would just need to add enough to the wallet to cover the remaining balance in order to renew the account using the credit.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 12/12/2023

  
  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:10/15/2023

  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 been a customer of ****************** for about 1 year. In March I signed up for a 1 year plan. In September of this year I wanted to upgrade my phone and I called Mint to ask if my current plan would be supported. I was told on the phone by the representative that this was no problem as long as the phone is unlocked.I purchased a new unlocked Iphone 15 from Apple and followed the directions Mint provided for the upgrade. The service stopped working on my old phone and never started working on my new phone. I made many calls to Mint for help and received a ticket - L2-66848 for troubleshooting but have received no follow up from Mint. I am now left without a phone at all. I have no way to access my voicemail or text. I have called Mint many times to get help and they tell me they are working on the issue and they will email me an esim but they never do. I would either like to have the service on my new phone or a refund for the amount of time left on my contract and the ability to port my number to another carrier.I am worried because my wife is also on Mint and we had planned to upgrade her phone as well to an esim but are having second thoughts and probably just want to get a refund for her phone as well. Thank you,****

  Business Response

  Date: 10/17/2023

  Dear ****,
  We sincerely apologize for the inconvenience you've experienced during your phone upgrade process. Our team is committed to resolving this matter as quickly as possible. One of our representatives will be sending you an email to further discuss the case. 

   

  - Mint Mobile.