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:10/14/2023

  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 3 month plan and can't use the service....Tech support stated they have exhausted all support options. If I can't use it I would like a refund!

  Business Response

  Date: 10/17/2023

  Dear *******,
  We apologize for the difficulties you've faced in using our service. Your satisfaction is our priority, and we are committed to finding a solution to your issue.
  Our team will review your case and explore all available options to resolve the problem, please expect an email from us soon. 

   

  - Mint Mobile. 

  Customer Answer

  Date: 10/17/2023

  
  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:10/13/2023

  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 ordered a phone and a plan from Mint Mobile on August 11th of 2023 for $283.75 (account statement attached). The phone never arrived and was "sent back to their warehouse". They sent me an email saying my refund was processed but it was never received. I have contacted them many times after the email that is attached. When I finally reached someone to investigate this, they said it was not in their policy to refund it after they said they would. I have exhausted all options with this poor customer service and I need assistance with this refund. I do not have a phone or number. The phone number I have provided is for my son's phone. ************.

  Business Response

  Date: 10/17/2023

  Dear *****
  We apologize for the issues you've encountered with your order and the subsequent refund process. Your satisfaction is important to us, and we are committed to resolving this matter. A representative from Cares will be sending you an email to assist you. 

   

  - Mint Mobile 

• Initial Complaint

  Date:10/12/2023

  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 have been trying to get my account number and passcode/pin from ********************** so that I can change to att but keep my phone number. Mint mobile will not give me this information. I was just waiting for their chat for an hour and everytime it connected, it would delete the chat box randomly. I also called today and was transferred 4 times and no one could give me straight information after almost an hour of waiting. Cell providers are legally required to provide this information and mint mobile does not have it easily available, you have to contact customer service during business hours and even when you do they either do not answer you or they disconnect.

  Business Response

  Date: 10/13/2023

  Dear  *****,
  We're sorry to hear about the challenges you've faced while trying to obtain your account number and passcode. Our team is here to assist you, and we apologize for any inconvenience you've experienced. A member of our support team will be in touch shortly to assist you further.

   

  Warm regards,
  Mint Mobile Customer Support

• Initial Complaint

  Date:10/11/2023

  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 ported my number from ******* on 9.30.2023 upon activating my sim and number, I called MINT MOBILE to request that my name and number be withheld at the network, as it had been on my previous network with no issues. Firstly, I was told that MINT MOBILE do not offer this service. I called back again to be told that they do offer this service and that the representative would activate it and all I would have to do is power down my phone, take sim card out, leave for 5 minutes then insert sim and power up. Left sim out for 30 mins, followed instructions. Dialed out, not only did my number show but my FULL NAME. I called back again and this time I was given a ticket number L2-56949 at *****pm EST, was informed that it would take up to 72 hrs to take effect. Here we are 10.11.2023 with no resolution and was back on the phone to MINT MOBILE to be told it would take up to 72 hrs to show any changes made on my account. I did politely inform the representative that from 9.30.2023 until 10.11.2023 is far outside of the 72 hr window. Another ticket was generated and expedited 10.11.2023 L2-64376 *****pm EST. In this day and age where the right to privacy is something I highly value. This is becoming a source of stress for me. I do not want nor expect to have my FULL NAME and PHONE NUMBER broadcast to all and sundry should I need to make a call. Up until now I have enjoyed a peaceful cell life, where I am not inundated with robocalls etc.. I wish to go back to that. I need a recovery plan from MINT MOBILE. 3 MONTHS UNLIMITED was the tariff I opted for.

  Business Response

  Date: 10/13/2023

  Hello, we apologize for the inconvenience you've faced with your privacy settings and the delay in resolving this matter. Your concerns are important to us, and we are committed to finding a suitable solution. We will reach out to you privately to address this issue further. Thank you for bringing this to our attention.

   

  - Mint Mobile Customer Support"

• Initial Complaint

  Date:10/11/2023

  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 am writing to formally file a complaint against Mint Mobile.I have been a loyal and valuable customer of ****************** for over two years. However, in recent months, my experience with their service has deteriorated significantly, to the point where it has become unreliable and unacceptable. This deterioration in service quality prompted me to reach out to Mint Mobile on multiple occasions to seek resolution.After multiple attempts to resolve the service issues, I decided to contact Mint Mobile's customer support to express my dissatisfaction and intent to switch to another wireless service provider. During this call, I was informed by a Mint Mobile agent that, as I had prepaid for the entire year, I would be eligible to receive a refund for the remaining unused months of service. Believing that Mint Mobile would honor this commitment, I made the decision to switch to a different service provider, fully expecting to receive a refund for the unused portion of my prepaid service. However, I am now deeply disappointed to inform you that Mint Mobile has failed to fulfill their promise. They have refused to refund me for the remaining unused months, despite my willingness to forego a refund for the months I have already used.I want to emphasize that my request is solely for the refund of the unused months, which I had paid for in good faith, with the expectation of receiving service for the entire prepaid year. I believe that this request is both reasonable and fair, as it is based on Mint Mobile's own assurance provided by their customer support agent.As a result, I kindly request the assistance of the Better Business Bureau to mediate and facilitate a resolution to this issue. My objective is to obtain the refund for the remaining unused months that Mint Mobile had promised. I am willing to provide any necessary documentation or information to support my case and am committed to cooperating fully in reaching a fair and equitable resolution.

  Business Response

  Date: 10/13/2023

  Dear *****,
  
  We sincerely apologize for the inconvenience and frustration you've experienced with our service. Regarding the refund for the remaining unused months, our team will review your case thoroughly. Please expect to hear from our team soon.
  
  Warm regards,
  Mint Mobile Customer Support

• Initial Complaint

  Date:10/10/2023

  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.

  On September 19, 2023, I paid $94.51 to initiate cellular service with Mint Mobile. I transferred by two existing numbers from Straight Talk to Mint Mobile. This process was far from smooth, but eventually one of the numbers worked. I have no complaints with regard to that phone, number ************. The phone at issue, ************, is my primary phone. I use it extensively in work as a psychotherapist. Despite the fact that I am paying for service on the phone, it has never worked. It worked fine with Straight Talk. I have been in contact with customer service 12 times (maybe more), seeking assistance to rectify the situation, but with no success. I have spent many hours talking to technicians who repeatedly lied to me. One technician explained that he thought the problem was the *** card that came from Mint Mobile. He assured me a replacement would be sent out immediately. Well, it's been over 3 weeks, and I still haven't received said *** card. All I have received are many lies from a number of different staff, including supervisors. All I want is to receive the service for which I have paid! I didn't realize what a horrible company Mint Mobile is, or I would have switched to another provider. Any assistance would be greatly appreciated.

  Business Response

  Date: 10/17/2023

  Dear ******
  We deeply regret the inconvenience you've experienced with your service on one of your phones and the frustration it has caused. Your satisfaction is of the utmost importance to us, and we are committed to resolving this matter. Our team will contact you to review of your case and work on finding a solution. 

   

  - Mint Mobile. 

  Customer Answer

  Date: 10/17/2023

  That response is pathetic, and does not make up for the distress you created in my life.  That paltry amount refunded was an insult.  To make matters worse, after the refund was issued, you terminated my service.

• Initial Complaint

  Date:10/09/2023

  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'm an existing Mint Mobile customer and wanted an upgrade to my current phone so I purchased a phone plan bundle which was a ****** Pixel 7 and a 1yr 5GB plan. When I received the order I contacted support for help in setting up the 1yr plan on 9/11. The agent sent me a new eSim and told me my account would roll over to the 1yr plan once my current plan ended. I asked to ensure that it is in my account and the agent said it was showing on their end. My plan ended on 10/5. I had contacted an agent a day prior since I got a text telling me to renew. I told them the situation and they said I would need a new phone number to activate the 1yr plan. Nowhere had that been said before. The site offers plan changes readily. They did not see the 1yr plan on my account nor was it going to roll over. They apologized for the previous agent's mistake so I asked for a refund of the plan. Which they refused as it was past their refund time. However, I only did not ask for a refund sooner because I was assured my account would roll over to the new plan. The plan itself is $180

  Business Response

  Date: 10/13/2023

  Dear ******, we apologize for the confusion and inconvenience you've faced with your plan upgrade. We understand your frustration, and we are committed to resolving this matter to your satisfaction. Our team will reach out to you privately to discuss your concerns further and work on a suitable resolution. Thank you for your patience.

   

  - Mint Mobile Customer Support

  Customer Answer

  Date: 10/16/2023

  
  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:10/09/2023

  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.

  September 28, 2023 I checked my bank account getting ready to pay a bunch of bills like rent, storage fees, tuition, etc. and noticed that there was a payment of $79.00 to Mint Mobile. I'd just paid for three months and this was in addition and WITHOUT MY CONSENT. So I called the customer service for ****************** immediately. They said it was for Allstate Cell Phone protection! I already have phone insurance and this was taken OUT OF MY ACCOUNT WITHOUT PERMISSION and without any kind of notification to me whatsoever!! When I asked why they did that and HOW they could do that, their only answer was that it was a "glitch"! I told them for a cell phone company that took digital payments that was unacceptable and I wouldn't be staying with them. They told me to cancel the Allstate on my account which I did. They told me it would take **** business days for the money to be refunded. So today, October 9, 2023, I called again after no refund appeared. The customer service rep checked and said that JUST TODAY the account with Allstate was cancelled, not the 29th of September as I originally canceled it and have a text stating the same. When I questioned why the company JUST canceled it today, the agent couldn't explain it. She told me it would AGAIN take **** business days for the refund to appear and to keep checking my bank account. So what took them seconds to deduct from my account, is now taking two weeks and still hasn't been refunded. I'm disgusted by this kind of behavior and feel badly for those that don't even notice they are being ripped off. I obtained my cell phone account and PIN numbers and will NOT be staying with this horrible, cheating, lying company. Shame on ************************* and the ************** he sold it to. They both SUCK!!!

  Business Response

  Date: 10/13/2023

  Hello, we sincerely apologize for the inconvenience you've experienced due to the unauthorized charge. We understand your frustration and are committed to resolving this issue as quickly as possible. We will reach out to you privately to ensure a prompt resolution. Thank you for your patience.

   

  - Mint Mobile Customer Support"

  Customer Answer

  Date: 10/13/2023

  I have not received any communication from Mint (other than ads asking me to sign up for MORE abuse) since 9/29 when I first noticed the theft and reported it to Mint. I don't understand why they took the money out in the first place WITHOUT my permission (a glitch, seriously???) and why the agent told me it would take **** days from the date I first reported it - then when I called after 7 days to inquire why my refund was not received, the agent told me that Mint had just canceled it THAT DAY (10/9) and it would take ANOTHER **** days??? What the hell? It took you SECONDS to withdraw, illegally I might add, money from my account that I needed for rent and other bills on the 1st of the month (and money I ultimately had to borrow from others which is embarrassing and upsetting) and now it's taking TWO WEEKS or more to refund it? WHY did you take it fraudulently in the first place? I'm not the only one either. Many people are complaining about signing up for more time with Mint and discovering fees Mint took out fraudulently. No reason given and some of these people never received their refund. Whatever the issue is, greed, ignorance or stupidity of programmers, the problem should be fixed.

  I'm tired of companies taking advantage of people and not being held accountable. I wonder how much a class action would cost? Hmmmm. 

  Business Response

  Date: 10/17/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to email the customer with no response. 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
  

  
  

• Initial Complaint

  Date:10/09/2023

  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.

  I paid for 3 months of mint mobile data for 120$ plus fees and asked for a refund because I already had a phone. They agreed. Then they kept saying it was returned but my bank confirmed I never got the money back.

  Business Response

  Date: 10/13/2023

  Dear [Customer's Name], we're truly sorry to hear about the trouble you've experienced with your refund. Your satisfaction is important to us, and we're committed to resolving this issue. We'll contact you privately to address this matter promptly. Thank you for your patience. 
  
  - Mint Mobile Customer Support

• Initial Complaint

  Date:10/08/2023

  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 phone service and a phone from Mint Mobile on 9/28, I ordered a family plan. My son has an iPhone 14 so he was able to receive service right away because he has an esim. I have a Galaxy S10 that is not esim capable so I had to buy a phone from Mint Mobile. I ordered an iPhone se 3rd generation 128g which totaled $529. I received the phone on Monday 10/2 and upon opening the box I saw that the box looked used, it was not brand new, it had residue on the cover. The phone screen and tiny scratches on it. The phone was completely dead so I charged it and when it turned on there was a message on the screen stating that the phone is locked by the owner and someone's icloud email came up. I called Mint Mobile and reported what happened and told them that I wanted a new phone. After speaking to a supervisor (****/********) she emailed me a return label, I brought the phone to the post office the next day Tuesday 10/3 and shipped the phone. Mint Mobile received the phone on Friday 10/6 and have been giving me the run around regarding shipping me a new phone, specifically the phone that I ordered from them. I have had to speak to 6 representatives and 3 supervisors and have gotten nowhere. I just want the new phone that I've already paid for in full and to use the 3 month service that I had to pre pay for.

  Business Response

  Date: 10/13/2023

  Dear ***************************, we sincerely apologize for the inconvenience you've faced with the phone you received. Your experience is not up to our standards, and we are committed to resolving this issue. We will reach out to you privately to ensure a swift solution. Thank you for your patience. 
  
  - Mint Mobile Customer Support

  Customer Answer

  Date: 10/13/2023

  I have reached out to this company on ********* Instagram, via email AND on the phone. They're giving me the run around. I have numerous text messages from ******** and instagram. I can upload those conversations as well if needed. I was told that they can no longer replace the phone and it will have to be refunded but the refund will take longer than usual. This company is a HUGE SCAM, they're liars and they're thieves. I want the service that I have been unable to use because I have no phone canceled and my money refunded on the phone that has been delivered back to their warehouse. I received the phone on 10/2 and returned it on 10/3, because it was used, damaged and locked they received it on 10/10 and have been lying, redirecting me to various departments when I call. They also refuse to give me my acct # and pin so that I can take my number to another company. They tell me that they can not verify the acct because they can not call me or text me on the number, I reminded them that thats because I do not have a phone to use for service because the phone they sent me was defective and I had to return it. They're just awful. I am so frustrated

  Business Response

  Date: 10/17/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to email the customer with no reply to request the order number. 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: 10/28/2023

  This is a blatant lie and I have the emails to prove that. It is ridiculous that Mint Mobile would even bother with that bold faced lie. Unfortunately I've had to be in email contact with Mint Mobile nearly every single day. They have the order number and email me in reference to the order number which since they claim they do not know the order number is MMO ******. Furthermore they knew my order number enough to mail me back the same phone that I mailed to them. Yes, that is correct Mint Mobile unwantedly mailed me back the very same phone that I mailed to them 3 weeks ago. Of course I requested a label, which they did provide and I will be mailing this package back to them unopened. I cancelled phone service on 10/11 and asked for a refund of the phone and of the service that I prepaid for 3 months in advance when I was told that Mint Mobile would not replace the used phone that they sent me with the new phone that I had ordered on 9/28. I saw on 10/26 that Mint Mobile partially refunded the cost of the phone, I want the remaining amount refunded and I want a refund of the phone service that I prepaid for 3 months in advance. ************* thar I was not able to use at all.