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:09/23/2023

  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.

  Hello, I have a wallet balance (credit) of $73.09 on my account. I have tried repeatedly to get it refunded - IT'S MY MONEY. Mint will not refund it. The last 'chat' I had with Mint was on 9/20/2023, where I requested they apply the balance to my upcoming renewal of $180 + taxes. I was told via the chat that this would be done. (I provided photos of the chat evidencing this). It was not done; on 9/22/2023 my **** was charged the full renewal of $202.91 ($180 + taxes) and the $73.09 wallet balance is still sitting in my account. I called customer ************** told me AGAIN that they could not refund me, the credit would be applied to my next renewal (in one year!). My demand: Credit $73.09 to the **** on file. Apparently I don't have an account number, but the renewal Order ID# is: ********. (My account is accessed thru phone number / email given in this complaint). Mint Mobile's customer service is horrific. No company has the right to not refund a customer their money. Thank you for your assistance.

  Business Response

  Date: 09/27/2023

  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: 09/30/2023

  Mint Mobile contacted me on 9/27/2023 to say they were going to credit my AMEX for $202.91 (full renewal charge), apply the $73.09 wallet balance on my account to the renewal fee & re-bill $129.82 to my AMEX).  I said this would be acceptable.  HOWEVER, as I'm going about normal tasks, I'm waiting for several text messages to come thru that aren't arriving.  Finally, I log onto Mint Mobile website & it appears these incompetent morons shut off my phone service with no credits appearing to my AMEX.  So, not only am I dealing with their original s**** up where I have PAID IN FULL FOR ONE ENTIRE YEAR OF SERVICE - the credit I was promised has not shown up - AND THEY SHUT OFF MY SERVICE!  So, as of now, I am still dissatisfied & will not close this matter until I receive the credit I am owed & my service is restored.  The fact that Mint Mobile completely screwed up & shut off my phone service is beyond unacceptable.  

  Business Response

  Date: 10/05/2023

  Hello,
  

  In regards to this concern, we have confirmed that the customer's account is currently active and any refund will take up to 10 business days to be reflected with their banking institution.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/23/2023

  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.

  Canceled services want refund contacted company at least 10 times they said no problem refund will be 7 to 10 days been longer call and get run around

  Business Response

  Date: 09/27/2023

  Hello,
  

  In regards to this concern, we have contacted the customer to inform them of the refund status and if they do not see the credit, they will need to contact their bank or credit card provider.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/22/2023

  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 AM SHOCKED AND IN DISBELIEF HOW ANY COMPANY! MUCH LESS A COMPANY IVE BEEN WITH FOR YEARS CAN BE SO INCOMPETENT AND DECEPTIVE. WORST EVER IN MY 63 YEARS HANDS DOWN.FIRST, THEY LIE AND BEAT-AND-SWITCH ABOUT A FREE 6 MONTH PLAN ONLY TO RENIG THE LIE IN THE SMALLEST FONT NOT EVEN IN THE ** FONT THE TINY FONT REFERENCING ANOTHER PAGE WHERE IT BASICALLY SAYS IT WAS A LIE.SO, I PAY UP FOR SERVICE. GOING PAST THEIR LIES TO MOVE ON. FOR WHAT? SO, FOR DAYS AND OVER 15 CALLS THEY CAN LIE AND BE INCOMPETENT CALL AFTER CALL, AFTER CALL.AFTER THEIR MISLELADING OFFER DECEPTION OVER DAYS OF PRECEEDING CALLS AFTER ~ WEEK WAITING TO GET MY NEW CELL I CALL AND PAY FOR THEIR FRIGGIN LIE WITH NEW SERVICE. (YES, I/WE THOUGHT WE CAN NOW MOVE ON.) OH NO, THE LIES AND INCOMPETENCE ARE JUST GETTING STARTED!TURNS OUT AFTER MORE THAN 15 CALLS THE FOLLOWING MINT LIES:INSPITE OF SENDING A NEW SIM CARD AND MENTIONING IT IN THE INVOICE AFTER MY LAST CALL TO MANAGEMENT (AND OVER 10 TECH CALLS TODAY) THAT I WAS SUPPOSED TO KEEP MY OLD SIM CARD. (TO TRANSFER OVER I NOW HEAR) SIM CARD??? WHO IS A MIND READER THAT WHEN IT SAYS ON YOUR NEW PHONE INVOICE THERE IS A NEW SIM CARD?) WT*, WT*. WHERE IS THE NOTICE TO KEEP YOUR OLD SIM CARD??? HOW ABOUT, WT* ARE YOU SENDING A NEW SIM CAR FOR?BASICALLY, MINT IS FG IGNORING THEIR CUSTOMER BASE AND THEIR SERVICE JUST TO CHASE NEW CUSTOMERS. F MINT AND THEIR LIES.NOW, AFTER 15 CALLS (AND LIES FOE DAYS!) I HEAR THEYLL HAVE TO SEND ME A NEW SIM CARD TO REPLACE THE ONE THEY ALREADY SAID WAS BEING REPLACED!!ODAMN, WT* IGNORANCE IN MINTS BILLING SYSTEM CAN NOT EVEN NOTE ONE HAS A VALID DOABLE SIM CARD WHY ARE THEY NOTING A NEW ONE AND SENDING IT - WITH NO HEADS UP, I REPEAT NO HEADS UP THEY DO NOT NEED IT (HOW ABOUT YOU FG JUST DO NOT MENTION OR SEND IT SNAKES! -THAT ONE SHOULD KEEP THEIR OLD SIM CARD?MOST INCOMPTENT, CROOKED, FINE PRINT LYING, BUSINESS IN MY 63 YEARS.

  Business Response

  Date: 09/27/2023

  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: 09/27/2023

  9/27/2023
  Mint Mobile Update
  
  
  Do the lies and incompetence ever end?
  After ********************************** Mints Tech Support Manager saying they would send a new card early this week. A check with Mints *** Support Manager (*****) reveals the LAST (and EVERY preceding conversation keeps being a lie/incompetence) as the *** Manger submitted me for an ESim (electronic ID).This after nearly 45 minutes of wasted time getting to the *** Manager.
  I downloaded and installed the ESim today. I still cannot receive calls or texts. And God only know when I get back my old number THAT I WAS NEVER TOLD I WOULD LOSE;OR WT* MY CURRENCT NUMBER IS. And yes, I have got to call Mint again to find these answers THAT AGAIN, SHOULD ALREADY HAVE BEEN DISCLOSED.
  The facts are the tech support is so incompetent ALONG WITH MANAGEMENT (the supposed *** person which is just a more experienced Mexican where Mints tech support is) that AT BEST the *** Manager should be regular staff, AND EVERYONE BELOW THAT REPLACED AND PROPERLY TRAINED.
  
  *****************************

  Business Response

  Date: 10/03/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 10/20/2023

   

• Initial Complaint

  Date:09/22/2023

  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 was accidently charged for a whole year of service when I only signed up for 3 months. I have called 4x and initially they said they would refund the money, but now when I call back to check on the status of the refund, they say the request is outside the return window. I have a recording of them promising the refund 6 weeks ago.

  Business Response

  Date: 09/27/2023

  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:09/21/2023

  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 9/21 I contacted Mint to get my account number and pin so I could transfer service but they are not reachable by chat or phone.

• Initial Complaint

  Date:09/21/2023

  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 purchased a 12 month Mint Mobile plan for my mother on 2/17/2023. She passed away 4/4/2023 and Mint Mobile refuses to refund the 10 months of service shes not using because she is DECEASED. Please help me obtain a refund for the service that we are not using. I would like a refund to original payment method for the **********************************************************************************

  Business Response

  Date: 09/22/2023

  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
  

  
  

  Customer Answer

  Date: 09/22/2023

  
  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:09/21/2023

  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.

  We contacted Mint Mobile after traveling to ****** & needing to purchase international roaming data on 8/25/23. We purchased data for 2 phones (5GB each) totaling $24.02. Although it appeared that the data was active on our phones, we were unable to access anything, i.e., ******* apps, texting, calling. We troubleshooted over the phone multiple times with Mint Mobile, but they were unable to fix the issue. Also, after 45 minutes of troubleshooting over public wifi, we got disconnected when the wifi went out & the Mint Mobile data did not work to keep us connected. We were forced to give up & purchase a $50 digital esim from T-Mobile for the same amount of data. We expected Mint Mobile to issue a refund for their faulty product, not deny it due to a 7 day refund policy. Generally, if a company's product is faulty, they will refund your money even if it is outside of their usual refund policy because it was a company error. We attempted to get a refund by using their online chat & spent way too much time dealing with a circular conversation w/ the service rep, in which they repeatedly told us we were out of the 7 day refund policy with no attempt to resolve the company's mistake. They refused to let us speak to a *************** ended the chat frustrated w/o resolution. We spoke w/ customer service several times. During our call on 9/19/23 they said they would issue a refund for each line & gave us supportm reference #s for the transactions. I was pleased w/ their help at the time, however, 1.5 hours later, we received texts saying the back office team denied the refund. On 9/20/23 we were disconnected 3 separate times w/o customer service calling us back & again not being allowed to speak w/ a supervisor & given the same circular argument. They told us that the data would roll over & we could use it next month. How so, it didn't work the 1st ********* are back in the US! When calling the corp off, you get the same recorded message. Disappointing horrible service!!!

  Business Response

  Date: 09/26/2023

  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: 09/26/2023

  
  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:09/21/2023

  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 paid for a 12 month mint mobile card in March 2023. The card states "Activate by Date 09/01/2025". I attempted activating it twice in the past few months only to have Mint tell me they require activation within 45 days of purchase, or it is expired and they will not issue a refund nor send me any replacement card. Because Mint clearly states the Sim card does not expire for another 2 years on the card itself, I feel misled into forfeiting my money with no service in return. My order number is MT2728859, I also ordered a phone at the same time. I would like a refund of my $90 which was spent on this **************************** my service to be activated as previously agreed by my purchase of the card.

  Business Response

  Date: 09/22/2023

  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
  

  
  

  Customer Answer

  Date: 09/22/2023

  
  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:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/29/23 I placed an order over the phone (MT3514861) for ****** I was unhappy with what I was sold so I called back within the hour to cancel that order and place a new one I was told no worries multiple times and that my original order was canceled and will be refunded to me within **** business days. I placed a new order (MMO_333386) the same day for ****** and was told I will receive the package in 2-3 days. I asked for a confirmation number for first order cancellation and was told they didn't have one but assured me I would receive a refund I called back about 2 weeks later asking why I haven't received a refund and why my new order has not arrived. I did not receive any email with updated information either. I was told again that my original order was canceled and I will receive a refund and my new order was still processing and to be patient Now almost 4 weeks later I still have not received a refund or my new order I called again and was transferred to the technical department I restated that I have not received a refund for the original order and at this point I would like to cancel my new order and receive a refund for that also That person again told me the same script assuring me there's nothing to worry about every sentence I asked to speak to a supervisor and was told the supercisor is busy with another customer I said I would wait and then was told I will not be speaking to the supervisor and the person I was talking to would be investigating my case and will return my call within the hour after finding a final solution. I had a feeling they were not being honest and didn't want to get off the phone, but I was so drained by them I decided to hang up and try trusting. I never received a call back. I feel I was scammed on both my orders. It's impossible to talk to someone who actually can fix the situation rather than someone repeating there's nothing to worry. I was robbed of ****** Which is a lot for someone looking to save on their phone bill.

  Business Response

  Date: 09/26/2023

  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:09/20/2023

  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.

  cell phone provider not providing services for the past 7 days even though service was paid for had had been working.I've made multiple reports and have spoken to many more peoples for tech support to solve why I can't get or receive phone calls/no service. I've left an alternate number being ************ because my number ************ is not working and have NEVER been contacted back and I've not been provided service. My last call to them ran longer then they were open so i was hung up on. at one point was advised by their customer service that no refund will be provided for service even if they are unable to provide it. I'm very upset because i need my phone to communicate, to work ect and once you pay mint mobile they couldn't care less if you actually have service. that sad part is. the quality and service has gone to c*** since tmobile bought them and now customers are paying the price and I don't know what to do. Ineed help

  Business Response

  Date: 09/25/2023

  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: 09/25/2023

  I did receive a call on Saturday. Supposedly he placed a new ticket to request a refund of the service that were paid for but unused due to mint mobile not being able to provide service as promised. I thought he said I would receive a call within 24 hours. its been over 48 hrs at this point and i haven't seen a refund on my credit card statement nor have I received that additional phone call 

  I dispute the service and the service charge until the refund has been issued and or processed.

  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