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:09/26/2023

  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 have cell service through Mint Mobile. I had an Apple iPhone X which uses a physical SIM card. I purchased a new Apple iPhone 15 which uses an eSIM and does not support a physical SIM card. It was shipped to an Apple store over an hour away. Before leaving for the store I tried to use Mint Mobile's chat feature to ask how I could transfer my service from my existing iPhone to my new iPhone when I picked it up given the differences in SIM functionality. The agent responding to my chat did not have an answer and told me to call their help line. So that was an hour wasted...I called Mint Mobile's help line and again explained the whole situation. The agent said she would issue an eSIM on my account and when I picked up my new phone I could click on a QR code in the email she was sending to transfer service. I reminded her that my appointment was not for several hours and I still needed my existing iPhone to work until I received my new one. She assured me it would continue to work and as soon as she finished saying that, the line went dead. My service was converted and my existing iPhone no longer worked.I do not have a landline so I had no way to call customer service back to ask them to reverse the change. I still needed a working phone for several hours plus I needed GPS (on my phone) to drive an hour away to the store to pick up my new phone. I finally had to resort to using Mint Mobile's chat again because I had no other option. I explained the situation for a third time and asked to have my service reverted because the other agent did not listen and made the change too soon. The agent over chat said he'd resolve the issue. But after 40 minutes of trying told me my account was locked for 4 hours and there was nothing he could do to restore service. I demanded to speak with a supervisor. After explaining everything for a fourth time, she refused to escalate the issue. So I was stuck without service for 4 hours because of Mint's own mistake.

  Business Response

  Date: 10/02/2023

  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: 10/06/2023

  This is yet another mistruth from Mint. NO ONE from Mint has contacted me. Not by phone, not text, not by their app. nor by email.

  Business Response

  Date: 10/12/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  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:09/26/2023

  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.

  Ultra mobile refuses to unlock my iPhone even though Ive never had service with them and theyre reason is, ( cause I do not have a account with them or a order #) well of course cause Ive never bought ultra mobile

  Business Response

  Date: 10/02/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 10/03/2023

  the reason Ive rejected it even though my iPhone is unlocked now, is because they need to change there action, they constantly lie to consumers on how they do not ever lock phones unless you buy them through there store.

  go search the web and youll see they factually do lock phones even if you did not buy it from them.

  Ive rejected because they need to change there action or for the next guy like me itll just continue.

   Until I call in and be told the truth I will not accept it from them, its untruthful and I have video of them lying about locking phones then in the same breath they say yes it can be locked cause a error in our system,

   

  they denied it for weeks until I contacted the BBB and the **** they would of never unlocked my phone if I never contacted them, hence 2 weeks of trying, 

  unless they can proved proof of them fixing there issues and no longer lying about the truth, I can not accept, thank you.

• Initial Complaint

  Date:09/26/2023

  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 am a Mint Mobile customer under their ******** unlimited contract. For a few weeks now my phone service has completely cut out at random times and in random locations. I called Mint Mobile and had them troubleshoot the issue. They informed me that a phone tower near me had gone down and was being repaired. However, I never received any email or communication informing me of this. On the phone call they apparently switched me to another tower. After the switch I still experienced my phone service cutting out at random times and locations. I called Mint Mobile today to cancel my service and end my contract because of the problems that I have had. A woman named **** informed me that they could cancel the service but could not give any reimbursement because I was outside of the 7 day window and had used data. I asked to speak to a supervisor and she completely talked over me and ignored my request. It is very unfortunate that I have paid for a service and am not receiving the service that I paid for.

  Business Response

  Date: 10/02/2023

  Hello,
  

  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to **** business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  After upgrading my service, my voicemail stopped working. I've spent several hours with several technivians and none of them were able to restore my voicemail. None of them seemed to care and a few of them lied to me and said I would be contacted further. I was forced to use a third party voicemail service that doesn't work well. I'd like mt voicemail with mint mobile restored and given 3 months service free for the inconvenience. I lost valuable business and voicemails because of this.

  Business Response

  Date: 10/02/2023

  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: 10/06/2023

  mint Mobile says they hace contacted me? Mint Mobine has NOT CONTACTED ME! THEY ARE LIARS!

  Business Response

  Date: 10/12/2023

  Hello,
  

  In regards to this concern, we have contacted the customer at the phone number provided in the complaint and left voicemails. 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:09/26/2023

  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 mint mobile 3 months service plan (order number # MT3626214) on September 16, I hit the wrong button to get e-sim card for this service. After I received confirmation email I figured out the wrong sim card I got. I called mint mobile service and wanted to exchange to regular sim card for 3 months service. The customer service told me to purchase again. I did re-purchase with mint mobile and got the right one (regular sim card will be shipped in 3 business days). The customer service said will refund the previous order $54.80 in ten days. After ten days, no refund has been received. Today, I called them again, he said he could not find any record for the refund. I waited for almost 2 hours, he said he created a report and sent to their system. And asked me to wait for another 10 business days. Mint mobile customer service did not provide token number and refund confirmation email. The customer service is poor. I don't expect the money will be refunded. If the problem cannot be solved in 10 days, I think I will call my credit card company. Hkc

  Business Response

  Date: 10/02/2023

  Hello,
  

  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/26/2023

  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.

  Been with Mint over a year. We bought a new phone on April 29th 2023. Woke up about a month ago the phone was not working. It said not registered to a network. Have been talking to customer service they can't get it to work. They had me send it back to a ******* device center. They determined that there was nothing wrong with the phone. The sim card works if I put it in another phone. They have a one year warranty on phones bought thru there web store. If they can't get the phone to work they should replace it. I have talked to probably 10 different agents. The Phone is a ******* A53 5G. iMEI # is ***************. Most frustrating customer service experience I have ever experience I have ever had. Thank You.

  Business Response

  Date: 10/02/2023

  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

  Mint Mobile has not contacted me to resolve this complaint. After more research by me. The phone has been locked by Infinity Mobile. I bought the phone new on Mint Mobile website. Looks like they sold me a used phone.They need to send me a new phone or refund the amount I paid for the phone. I sent you a copy of the invoice.

  Thanks *******

  Business Response

  Date: 10/11/2023

  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, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 10/19/2023

  Sent the defective phone back. They say they will reimburse me when when they receive it. I would like to keep the complaint open to see what they do.

  Thanks

• Initial Complaint

  Date:09/24/2023

  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'm just trying to get a refund for a unused new phone that was returned to their warehouse on September 18, 2023. They haven't been very helpful at all I already contacted customer support mutiple times and they haven't given me any solid information. I just want the refund. I understand it will take time but I've been trying to resolve this issue since early September it's almost October.

  Business Response

  Date: 09/29/2023

  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: 10/02/2023

  
  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 received the refund. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:09/24/2023

  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 the service plan starter kit, which said it was compatible with my unlocked phone but the sim will not activate and the customer service wouldn't help us in the ***** period. I want a full refund, please.

  Business Response

  Date: 09/29/2023

  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 7 business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/23/2023

  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 used mint mobile for almost three months, no issues until I traveled internationally. When I returned from a trip to Europe, it wouldn't connect to the network. I tried four times to contact customer service, nothing. Waited 45+ minutes for representatives and never got a hold of someone helpful. Now have no phone number and can't reach anyone who might be able to help. Thanks for leaving me stranded at the airport, Mint!

  Business Response

  Date: 09/29/2023

  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:09/23/2023

  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 chose the unlimited data plan for $15 a month for three months. They gave me the cheaper five data plan instead. I asked for them to give me the plan I chose and they said the system will not allow them. They said if I wanted to change I would have to pay $120. This is a scam. I want to be switched to the unlimited data plan that I originally chose for $45 for three months with no additional charges.

  Business Response

  Date: 09/29/2023

  Hello,
  

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

  Thank you,
  Mint Mobile