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:10/03/2023

  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.

  Bought a new Iphone 13 with the 3 month unlimited phone plan for my son for his Birthday, Phone showed up defective will not charge, we have the magnetic back chargers I tried that. The phone then blinked the apple sign but still would not charge or turn on. I have now called customer service over 5 times wanting to exchange the phone no one an give me straight answers. Phones are not cheap and I am getting the run around. Also have tried hard to talk to a supervisor and I was told they would call me back, not acceptable. We have 4 other accounts with Mint Mobile and at this point I am about to take all of our accounts somewhere else this has been a horrible experience and really bad communication on MINTs side.

  Business Response

  Date: 10/09/2023

  Hello,
  

  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  

  Thank you, 
  ****************** 
  

  
  

• Initial Complaint

  Date:10/03/2023

  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 purchased a 12 month plan on 09/21/2023 for $240 (Order ID: *********. I was advised by the agent prior to purchase that I had 7 days after activating the sim to change my mind and get a full refund. This is supported by Mint Mobile's webpage saying: You may request a refund and cancel your new mint mobile service activation for any reason within seven (7) calendar days of activation, and we will refund the full purchase price and any associated taxes and fees.I decided to cancel on the final day of this 7 days, which I advised was OK and received a ticket number SUPPORTM-****** and was advised I would receive a confirmation email in ***** hours. No email was received. I then contact them on 10/02/2023 and was told that my refund was rejected as it was out of policy despite it not being clear anywhere. I found this extremely misleading and followed what was on the website and what a previous agent said to **** was also told to keep my number/sim active but to not use any calls/texts/data during this period until my refund has been processed, resulting in a number of days without internet.I've been on the live chat multiple times for hours, with some chats auto-closing on my end which has been very frustrating.I was within the 7 day period of my return, and followed exactly what the agent had said and now I am $240 out of pocket for a 'mistake' on their side. The business is still rejecting the refund. My phone number associated to the account is: ************.

  Business Response

  Date: 10/09/2023

  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: 10/13/2023

  Whilst Mint have provided me with the justified refund, there has been no acknowledgement for the hours of stress, anxiety and inconvenience caused. I had been on multiple live chat messages to get this sorted, each with different results. Sometimes the chat dropped mid-way resulting in me having to repeat myself to a new colleague, some providing incorrect information more than once, a colleague accepting the refund but then only finding out by another colleague that it was invalid only after i contacted them again days after. This whole ordeal has caused a large amount of distress and time taken away, and the refund given back to me doesn't reflect this.

  Business Response

  Date: 10/13/2023

  Dear *********, we apologize for the frustrations and inconveniences you've experienced with the refund request. 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:10/03/2023

  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 purchased a phone from their online store as I have been a customer of their cell service for 3 years and my old phone was dying on 9.8.2023. I received the phone on 9.13.2023. On 9.14.2023, I messaged their customer service as the sim card they sent me was not connecting to their network. I was told then that they had to reset my phone because the phone was sent to me locked and that is why it would not connect. I went back and forth with Mint Mobile customer service for a total of 7 days, that is 7 days with no cell service that I paid for. Then on the 7th day I was put in contact with their ************ Tech Team" who informed me there was an internal issue with the phone that I was sent and that I would need to request a refund order to get a full refund of the purchasing price for the phone. I did that on 9.20.2023, I was told by their customer service rep who processed my refund that it would go through and I would get the full refund within **** days. It is now 10.2.2023, and day 12 of the refund time, so I called mint mobile customer service again to ask for the status on the refund and was informed by the person on the other line that I would have to wait an additional **** days as the refund ticket was submitted to the incorrect department. This is the same excuse I got every time I called and messaged about my phone not connecting to the network, " My apologies ma'am but the previous ticket was not submitted to the correct department therefore it was null-in-void and we had to start all over with this request." This is the line I got continuously from their customer service representatives. I have now gone to another cellular company and had to pay an additional ****** to get a working phone on a service that actually works.

  Business Response

  Date: 10/09/2023

  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:10/03/2023

  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.

  August 31, 2023 My son ordered from Mint Mobile but it was not compatible with his phone. He used my debit card. We contacted Mint Mobile who said they would refund it to my card in 7 to 10 business days. Attached is the refund approval. We have called several times each time they say it will be refunded in 24 hours. It is now October. My son just called and they hung up on him. I would like something done about this.

  Business Response

  Date: 10/05/2023

  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:10/01/2023

  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.

  1)My order #: MT3101267. Date 6/26/2023. Arrival dt 6/28/2023. Mint Mobile had a special, giving 6 free months of Plan for the purchase of a new phone. I ordered one ****** Pixel 7a 128GB, one 12-month Plan, and one 3-month Plan for my husband's old iPhone 6S Plus.2)I wasted a lot of time due to Mint support's uneven quality of service. On 7/10/2023 I found out that I didnt get the promised free 6 months because Mint executed my order completely wrong. The 12-month Plan was assigned to my husbands old iphone 6S Plus. My new phone got the 3-month Plan. 3)Supervisor ******* agreed to correct the wrong order on 7/10/2023, the same day that Mint new plans for our two phones were also activated. 4)But on 7/12/2023 both phones still didnt work. None could receive any incoming call, My new phone got my husbands phone number. His mobile phone got my phone number.5)So I told Mint that I wanted to return the new phone and reuse my old iPhone with Mint new plan I ordered. Mint said it could only cancel the entire order of the phone and the two plans. Also I must move out my two old phone numbers from Mint Mobile before closing my Mint account. I will lose the two phone numbers when my Mint account is ********** moved mine and my husband phones back to TMobile on 7/12/2023 7)I refused to pay Mint the $ ****** charge on my credit card because Mint changed my order such that I dont get the promised free 6 months with my new phone purchase.8)I emailed Mint at least 6 times to work out a solution without any result.9)I want to close the case by taking two of these actions, (a) and (c) or (b) and (c):a)Mint should email me a postpaid Return Authorization so I can return the new phone.b)Or I can pay Mint $ ****** plus tax and keep the phone.c)Either way Mint must email me a statement of closure of the case.

  Business Response

  Date: 10/06/2023

  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: 10/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  May So
  
   
  

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased services through Mint mobile cellular On 9/13. The very first question I asked was is my phone Wi-Fi calling compatible? And they said yes not once but twice from 2 different representatives. At the same time I purchased fiber optic internet as well. My phone was dropping phone calls and not able to send text messages I assumed it was my internet provider. For 3 weeks I complain with my internet provider spoke to approximately 15 representatives and had 3 in home service calls. Nobody could figure out what the issue was. Internet tech said the internet was fine. Over 3 weeks of dropped calls and not able to send messages I was checking the settings in my phone. My Wi-Fi calling toggle switch was on showing no errors. Although I went into other settings that showed my phone did not have Wi-Fi calling set. In fact it had a error code. I called mint mobile for them to say your phone is not compatible with our Wi-Fi calling services, after 3 weeks of h*** So I got a refund from them and I tried to transfer my number to T-mobile. I thought my problems were gonna be resolved no such luck. The transfer got all messed up and for 2 more days of at least 8 hours the 1st day and another 5 hours the 2nd day on a 3 way conference call with Mint mobile and T-Mobile pointing fingers at 1 another both saying it was the other Carrier's fault. Spoke to countless representatives Repeating my issue over and over more times than I can count To multiple representatives from both carriers. I've been unable to use my phone with my number locked. Spoke to a rep from another company who is familiar with this issue and told me that I needed to have my original Carrier mint mobile reactivate my phone number so it could be transferred. They wanted $75 just to reactivate so I could transfer my number over. I called Mint mobile back again and they told me to tell T-Mobile to cancel the request and resubmit. It's 10/1 Still not working. Would like credit for whoever's fault it is.

  Business Response

  Date: 10/06/2023

  Hello,
  

  In regards to this concern, we have contacted the customer to inform that the phone number is ready to be transferred.
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mint mobile told me that ****** has to reissue me another Sim card. I was to have 30 days from Swappa to activate the card. ACT Code invalid. Mint instructed me to have Swappa to send me another 90 days sim card with a valid ACT code and will take no responsibility on the issue. I required another sim with valid ACT code and 90 days of service paid on it like the one I was supposed to get, this *** card was mailed seperately from MINT Mobile. The *** card connects to MINT network but the ACT Code was not valid. I experienced this issue on the previous phone that I aquired new and Mint does this intentionally to force me to call and provide personal information about myself and make me get a new sim card. They did this to me the first time when I got a starter *** for my first unlocked phone also. I have seen this happen two times in a row and it is not a coincidence and is directly caused by MINT not the companies that they advertise on their website to sell their product with Mint Airtime incentives. I was lied two twice by MINT support on this issue and ultimately hung up on when the issue was determined to be with MINT and that MINT is doing this for nefarious purposes and putting it off on other companies to dodge liability for false advertisement.

  Business Response

  Date: 10/06/2023

  Hello,
  

  In regards to this concern, we have confirmed that the account is currently active.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:10/01/2023

  Type:Billing 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 28 Feb 2023 I added a $10 international roaming credit to my Mint mobile plan: this credit was never applied.I contacted the company via their on-line chat feature and was assured that the credit would be applied but it never was.On 1 Oct 2023, I called Mint Mobile and was told that international roaming credits dont last forever even though on both their website and their app, it clearly states that they do. **********************************************************************(App screenshots attached)I was told that I was visiting a fraudulent site and when I pointed out that the Mint Mobile app had the same wording, I was told that, [*******] couldnt see it.They confirmed that I had not made any international calls or texts but refused to apply the $10 credit.I have a complaint ticket opened with Mint: L257493 All I am asking for is that my $10 international roaming credit be applied to my account.

  Business Response

  Date: 10/05/2023

  Hello,
  

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

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/05/2023

  
  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.  The business has taken the requested action and nothing further is required.
  
  Thank you,
  
  *******************
  
   
  

• Initial Complaint

  Date:10/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My request of getting refund of $200 paid as advance for 12 months of services has veen been denied by the customer service team over email.I am suffering from data usage issues frequently and network outage in my residential area in Georgia.I am not even expecting refund for previous months. I just need refund of amount from Oct-1st-2023 onwards as Im not intending to use this network. I did a mistake of paying entire amount of $200 in advance.

  Business Response

  Date: 10/06/2023

  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:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: August 15, 2023 Paid: $352.49 Order #MMO_1074708 After being with Mint Mobile for 2 years, I ordered a NEW phone and paid for another years service. I spoke with a rep during the order process that told me that my CURRENT number could be ported over to the new phone. The old number was currently with Mint on a phone purchased from Mint 2 years prior. Phone arrived. The old *** card tied to the old phone didnt work in the new phone. I called CS who told me to place the *** that came with the new phone in it and he activated the phone. The phone now worked but with a NEW number. He assured me that the old number would be ported over within 24 hours. Didnt happen so I called CS again. This agent told me that the number could NOT be ported over, that I had to keep the new number. I went to T Mobile (parent company) the following day. Their rep was told the same thing as I was. I then purchased a new phone and plan from T Mobile so that I could keep my 20+year number. Mints policy is that you can return a phone/plan for a full refund within 7 days of receiving the phone. I immediately requested a refund. I was sent an email for a return with a NONWORKING link. It said page not found. I called CS again. A 2nd email was sent the next day with the same page not found link. I wrote a review with BBB. After that, I started receiving emails from Mints CS. I asked them for a valid PREPAID return shipping label, written confirmation that I would NOT be charged the 20-50% restocking fee, and that I would be refunded. I only received an address to send the phone back. Not prepaid plus I was told that they could not waive the restocking fee. I also asked for the FL ****** # since I felt I was being given the runaround. # Not provided.I have NOT used the phone or plan. I am asking for a valid PREPAID return label, no restocking fee and my money refunded in full. I should not be out any money under the circumstances!

  Business Response

  Date: 10/05/2023

  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: 10/06/2023

  Mint Mobile has NOT contacted me since I filed this complaint with the BBB! I have no idea why they stated that they have. This issue is NOT resolved as of October 6, 2023. 

  Business Response

  Date: 10/12/2023

  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: 10/21/2023

  **** from Mint has called me a couple of times since the filing of this complaint. He told me that my money had been refunded to me via MasterCard on September 22, 2023. I checked my account while I had him on the phone. There was NO money credited back to me. I have since furnished **** more documentation. He said he would continue to try to get this resolved. As of now, NOTHING has been resolved with Mint. I am still in possession of the phone that Ive been attempting for 2 months to return nor have I received any credit for the phone and year plan. Please do NOT close this case at this time. 
  Thank you, *************************