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:09/30/2023

  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 August 2nd 2023, I tried to order a single plan from Mint Mobile , and was double charged for exact amounts two times in what appeared to be a system glitch or something, i'm not sure.I was charged and my debit card with spruce bank account debited as shown in the uploaded image and never got an email receipt with purchase information nor an order number(s) acknowledging purchase.My bank has tried and i have tried tried chatting with CSR on phone and online to no avail. Today, I have chatted with with ***, ******* ******, ****, ******* and ***** who might as well be bots just like the fox, and they each hung-up during the chat, while I am on hold per their request.There's got to be a way to hold businesses accountable for charging people's accounts, a way to get a refund without an order number if your system has failed to issue one.The accounts department could remedy this issue i'm sure just be search of debit card information: ************ last four digits of card ****, name on card ***************************, on 8/2/23 $54.57 charged twice without sim cards sent.Thank you all so very much for giving the masses a little bit of equity.

  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

  
  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:09/29/2023

  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 opened a family plan with Mint Mobile and became a new customer. However, I decided to cancel and port my number back to T-mobile after three days because it took so long to get a replacement esim, while the rest of my family kept their lines with Mint Mobile.When I called to cancel my line, Mint mobile said they had to keep my line active until the number is completely ported over. However, there's a half way porting issue and ended up taking 14 days porting the number from mint mobile to t-mobile. During the 14 days, I tried calling mint mobile to ask about the refund request and I was told they will process my refund and officially cancel my line once the number is ported over.Although I requested to cancel only my number, Mint Mobile processed the refund incorrectly and cancelled all the other lines in the family plan except my number. I then had to call and reactivated the other lines for my family and repaid for the service without the new customer discounted price anymore.When I called again to ask about refund for my line that actually needs to be cancelled, at first they claimed the refund has been processed because my entire family plan order was cancelled when the refund was first processed. I had to explain the issue, and then they were willing to check again and confirmed the refund wasn't processed. I was told again the refund will be processed correctly.After two days, still nothing happened. I called again and had to explain everything again since each time there's a different representative answering the call. This time, I was told I'm not eligible for a refund because my line was active for more than 7 days.This is absolutely a NIGHTMARE. They made it so easy to become a new customer but made it impossible to cancel a line and get a refund. The customer experience was so bad so I would never recommend to anyone.

  Business Response

  Date: 10/04/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  My husband and I both paid for an annual renewal of mint mobile phone services. We had moved that week. Unknowingly we were moving to an area where mint Mobile did not provide services. We started contacting mint Mobile immediately but could only get their bot/computer which was unable to help. Eventually we were able to ask for a refund via the computer for my account but not for my husband's. When we were finally able to get to a customer service representative, they would not even consider a refund for my husband's account, even though it was the same circumstances. (They said they could not locate his phone number). They put a request in for mine, but it was denied. You may pay monthly, but we chose to pay annually. They are stating that we did not ask for the refund in a timely manner. The renewal was not quite a month ago but we started asking for a refund right away. $390 each was the cost so we're out $780.

  Business Response

  Date: 10/03/2023

  Hello,
  

  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 10/05/2023

  I have not been contacted by Mint Mobile to rectify the problem. They have not contacted me or my husband and we have received no refund. 

  Customer Answer

  Date: 10/05/2023

  I have not been contacted by Mint Mobile to rectify the problem. They have not contacted me or my husband and we have received no refund. 

  Customer Answer

  Date: 10/05/2023

  I have not been contacted by Mint Mobile to rectify the problem. They have not contacted me or my husband and we have received no refund. 

  Business Response

  Date: 10/12/2023

  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: 10/20/2023

  
  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:09/29/2023

  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 received Email ORDER confirmation dated Aug 21, 1023Order number MMO_331253QTY: 1 12 Month 5GB Plan $130.00QTY: 1 ******** One Ace $ 179.00QTY: 1 Expidited shipping $ ***** I NEVER RECEIVED THE ***** OR SIM KIT, I called the following Friday , I mistakenlybelieved the phone had been sent to the wrong address, I called again on the following Monday, to be told she was gonna ship another phone(same model), sim kit and that the expidited fee would be waived since apparently i had not received anything and to expect new deliver Wednesday, Thursday or Friday, I also, during that particular phone asked that the phone be permanently locked and sim be unable to get activated, I waited till mail ran on Friday, still nothing, and everytime , I spoke to someone , I was instructed to wait ***** hours that I would either get an email or a call back, which I was told 3 times n not once did I ever get a call back, plus, ome guy never even came back on the line, n twice, I was hung up on, n once c left on hold for about a 1/2 hour before c giving up n hanging b up, THEN, I ASKED FOR A REFUND, to be told to wait ***** hours before getting an email about the refund, THEN NO EMAIL, I CALLED AGAIN, TO FIND OUT THE STATUS OF MY REFUND , THE WAS NOTHING INITIATED FOR A REFUND, SO THAT LADY SAID SHE WOHLD MAKE SURE IT GOT DONE N I HAVE NOT RECEIVES ANYTHING YET

  Business Response

  Date: 10/03/2023

  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:09/28/2023

  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.

  On Tuesday September 26th, I switched my cell phone number from ATT to mint mobile. There was a delay in the transfer because ATT blocked my request twice. However by Wednesday September 27th my phone was no longer blocked. The eSIMs code I Received from mint mobile was not working. Not having any phone service I contacted customer service via chat and when I connected to an agent I was told the only way to resolve the issue was to receive a new eSIMs code which would be sent to me by the end of the day via email. Wednesday evening I contacted an agent again after waiting more than an hour to get connected only to be told my issue was not escalated and an email was not requested. This agent worked to ensure I would get a new eSIMs code within 4 to 48 hours but she assured me it would not take this long. It has been 24 hours since my last outreach and I have not received any eSIMs code. The agent said I would not be charged which made sense since I was not at fault. No one could explain why this issue occurred. I have yet to receive an answer after repeatedly stating I have no phone service and need my phone for work. The date of service started on Tuesday and I asked for an adjustment only to be told it is not possible. I have been waiting more than an hour to speak with an agent and I have not received a response. I have not had phone service since Tuesday evening and mint mobile agents are not helpful

  Business Response

  Date: 10/03/2023

  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:09/28/2023

  Type:Sales and Advertising 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 recently switched from T-Mobile to Mint Mobile and paid them $58.00 for 3 months of service. It took 72 hours for them to get my phone number transferred which should have been a red flag but I ignored it. Now, 2 1/2 weeks later, I cannot sign into my account. I get a message stating that either my phone number is wrong or the password is incorrect. I tried to get a code sent to my phone and none came. I have been trying for 4 days to get into this account to no avail. I have talked to several people and no one can help. All they tell me is that they are transferring files, or that they are working on it. For 4 days? I asked for a transfer pin# so that I can leave and go to another carrier and they said that I had to provide 4 phone numbers that I had recently called. I make very few outgoing calls, so I was unable to provide 4 numbers. They do that to keep customers from leaving. This company is nothing but a scam. And I want my money back and I want my account number and the transfer pin#.

  Business Response

  Date: 10/03/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 10/03/2023

  
  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:09/28/2023

  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 a phone + 1-year service bundle from Mint in March 2023. Both items arrived while I was out of state for a work assignment (I am a Windmill Repair Tecnician) which books me for between 6-9 month contracts. I was concerned about the plan expiring while I was gone so I contacted Mint support multiple times between the months of March 2023 and September 2023 asking if there would be any issue with my inability to activate the plan. I was assured on multiple occasions by multiple support representatives that it was no problem and they would simply extend the activation deadline so that I could activate the plan upon my return in September 2023 (please see the screenshots attached). When I returned home in September, I tried to activate the plan on the Pixel phone but I was told that the plan had expired and could not be activated anymore. I thought this was weird and contacted Mint support again and now they are changing their story to "it's been too long". This is a ridiculous statement because multiple reps told me that my late activation would be fine. A rep then suggested that they refund me for the unused plan so I begrudgingly accepted. A couple days later I recieve an email saying that "the services are outside of the return policy" and therefore a refund would not be issued. I then responded and 2 weeks later have not heard a single word from Mint. What an absolutely awful company. So much for caring about the customer. All the cartoon foxes and trying to relate to the common man is just a performance at the end of the day. Won't even honor their own promises when presented with evidence of their promises.

  Business Response

  Date: 10/03/2023

  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: 10/05/2023

  I have not received any communication from Mint after their response for my order MT2804902. 

  Business Response

  Date: 10/12/2023

  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:09/28/2023

  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.

  I just called customer service to get my account number and transfer pin. They kept trying to talk me out of it. Then asked me to verify the last 6 numbers I called which I did. Then they respond that they do not recognize those phone numbers which is a lie. I have paid a year advance and dont care that they will keep the unused balance I just want the account number and transfer pin.

  Business Response

  Date: 10/03/2023

  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:09/27/2023

  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.

  I bought a phone on 9/8/23 through the Mint Mobile website. I purchased a new iphone 13 128GB phone with accompanying AppleCare. The phone was shipped 9/11/23. I open the phone upon receiving it and it is broken. It does not power on, does not charge, does not work at all. I call Mint Mobile about this, 9/15. They note they will get back to me with a return label and email me. I hear nothing. I call Mint on 9/19. They tell me that the phone is under warranty and to go to Apple. I do this. Apple tells me that I don't have a new phone. The phone I was sent was first purchased 11/14/2021! Mint Mobile send me a broken used phone when I ordered a new one. I call back again on 9/19 to speak to Mint and initiate a refund, they tell me that I will get notified ***** hours later. Again, I hear nothing. I call back 9/23/23, asking to speak with a supervisor, again, they start another ticket and tell me that I will get notified ***** hours later. Again, I hear nothing. I call back 9/27/23. Again I speak with a supervisor and this time they tell me that I am outside the return window and that they will not be able to issue a refund. I told them that this is not acceptable as I was sold something used, as new and I started this whole process within the return window.

  Business Response

  Date: 10/03/2023

  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:09/27/2023

  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.

  This complaint can be summarized by poor communication, unreliable information and the desire to receive the refund promised by customer service. On 7/27/23 I ordered 2 phones and 3 months of service after being told that we could keep our phone numbers. After being given the run around, spending excessive time on the phone with Mint Mobile and our previous provider our phone numbers could not be maintained. Additionally, the phones were disappointing, not user friendly and nearly impossible to set up and glitchy. We then requested a refund for service and phones for the above reasons. **************** agreed to make a refund request and told us to wait 1-2 or **** business days. No refund. This process was repeated 3 times with varying responses, typically with a promise of a refund. No communication with or from the refund department. No refund. Hours spent on the phone with customer service. By the time the efforts to keep the phone number, set up the phone, request refund that apparently was not approved we were outside the timeframe for a 7 day money back refund. I would like a refund of all or at least half of $293.16 for order MMO *******. Reference # RWA29568. Thank you for your help.

  Business Response

  Date: 10/03/2023

  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, 
  ******************