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:09/17/2023

  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 problem is simple, I purchased a phone a ****** Pixel 3 for a family member with the intention of activating it on mint mobile. I contacted them first ensured that this device was compatible and that I could use e-sim for quick activation. Once the phone came in I purchased the plan. Attempted E-sim activation only for it to fail. Well perhaps I made a mistake I thought. Despite my 15 years of experience in the IT field it's been known to happen. So I contacted customer service. I spent over an hour before I got to a representative, who then led me through the usual pre-canned troubleshooting and finally reissued a new e-sim which would take a few hours to arrive. I attempted the activation again this time following the instructions to the ** Alas errors again. I contact support again, they seem to think my phone is locked, but that can't be as my father physical mint mobile sim works fine. At this point i've spent over 5 hours on the phone with support and hold music. I ask them to simply send me a sim card, something you can get by signing up for a free trial, without any cost. They want 10$ for this service. I refuse and request a refund which has now been denied for being outside the 7 days, despite the service never being activated or used. I simply just want my money back. at this point I was told a refund would be issue on August 26th and it is now 9/17 and I still haven't gotten my refund.

  Business Response

  Date: 09/22/2023

  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:09/16/2023

  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 plan with mint mobile, a 3-months 5gb plan, sim kit. Purchased on 09/14/23. I already had a plan with mint mobile on another phone, i still had 2months of paid service on my old phone. i wanted to purchase a plan for my new phone and keep my same phone number. And drop the old phone. now they say that can not port my same phone number on to my new phone and plan.

  Business Response

  Date: 09/22/2023

  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:09/16/2023

  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 paid for 3 months of service on 9/1/23. I read there was a 7 day money back guarantee. I set up an eSim and started using the service. I had multiple issues with data and cell service. As a result, I ported out my number on 9/4/23 and I requested a refund on 9/4/23. There was a statement that says it may take up to ten days to issue a refund or something along those lines. I received an email on 9/9/23 and I responded to it with the information requested. I sent another reply to that email on 9/11/23 and have received no response.

  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:09/15/2023

  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 the *** card on Mint Mobile Website since ***** 27th and I have't received this card today. I trcaked this delivery which always showed delayed. Then I contacted the MInt manual assitant whose service was bad and he/she suggested me to cancel this order. I found the refund would minus shipping&handling even it is not my fault to cancel it.

  Business Response

  Date: 09/20/2023

  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:09/15/2023

  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.

  The customer service at ********************** is horrendous. I purchased a plan with the provider on Sept 6, 2023 and received my *** card to activate service on Sept 12, 2023. From the very beginning they made a mistake and sent me a "trial *** card" instead of a plan *** card for one of the 2 lines I paid for. Upon calling customer service that first night wondering why my service wasn't working (and the other line was working fine) they informed me that they forgot to send the other real *** card, but they told me they would convert my trial *** into one on a plan. However, in order for then to do this, they made me pay for another plan and told me they'd refund me for the *** I didn't receive.There were additional issues with porting (transferring) my phone number from T-Mobile, that they assured me was going fine.Issues based on the mistakes and insufficient training of the customer service reps at ********************** kept happening, one after another, and thus interrupting my service. Each time one of the many customer service reps told me they'd call me back with updates, I never received calls back. The number transfer issue took more than 2 days and I heard conflicting stories from each representative. They even tried blaming t-mobile for not releasing my number, however, when I personally called t-mobile to inquire, they provided proof that they had released the number. I had reps apologize for their several mistakes. After 2 days of issues, and being on hold for 30 minutes at a time, my hours on the phone with MINT totalled 7 hours at this point, they had finally processed my refund for the additional plan they made me purchase to fix their mistake. I came to find out after calling them when my service wasn't working the next day that the person who issued my refund shut off my service in error. It took me another 2 hours on the phone on day 3 to try to get this resolved and they asked me to pay more money to do so. There is still no resolution.

  Business Response

  Date: 09/20/2023

  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:09/14/2023

  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.

  Service offered does not fully function. Paid for to use for business working Instacart and I'm losing time and money trying to depend on their service to work and make money with Instacart. I needed this to work and none of their technical support option have worked. I continue to lose time and money even now as I'm talking with support and it is not helpful

  Business Response

  Date: 09/19/2023

  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: 09/20/2023

  
  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:09/14/2023

  Type:Delivery 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 called Mint Mobile customer service around 8/22/2023, made (3) referrals to my family members to switch to Mint Mobile (two brand new lines and one from another carrier) and paid for the services. I was promised with referral bonus for myself and my family members but that did not happen, we never received the referral bonus. The waiting period to get bonus is 15 days which is over so I called Mint Mobile to find out more details but I was told they could not located my orders even I provided them with my full name, order number, my email address and shipping address.

  Business Response

  Date: 09/19/2023

  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:09/14/2023

  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.

  We joined Mint Mobile in late Spring 2023. The first time, we had to stop because they couldnt transfer my wifes phone number from our former provider.Since them, every billing cycle, they double charge us, despite being on a family plan and contacting them on the Mint Mobile app and talking to them. They say to go to your financial institution and dispute the payment yet its the only one that I cant challenge this month.I have no problem paying for their services. I have a big problem paying for them twice,

  Business Response

  Date: 09/18/2023

  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: 09/18/2023

  
  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.  Upon completion on their end, I will confirm, the company has requested a confirmation code from you, if possible.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:09/14/2023

  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 business has continually tried to give me the runaround. They have promised me to refund my money for my device and asked me to send a device back after sending the device back. They then lied and said they could not credit my bank account then the business said that they would send me mail check and did not do so. As of now I am out $500 from this company with no cellular device, and no way to have service with this company that is completely and gave me the runaround and screwed me over. They also have promised me extended six months of service and I have yet to see anything about that as well. I have documented phone calls documented emails documented voicemails from this company. If I did not get a resolution from this company, I will be contacting the court system.

  Business Response

  Date: 09/18/2023

  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: 09/18/2023

  I originally made this complaint in June and this business has done nothing but give me the run around. I do not what a phone call. I do not want a message. I want my refund check they promised me in the mail and my additional 6 months added to my plan like I was promised as well! 

  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 
  

  
  

• Initial Complaint

  Date:09/14/2023

  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 subscribe for a 3-month service of mint Mobile, I ported my number and used their app for an Esim activation and it won't activate. I was on customer care for several hours and no one could speak proper English or knew how to help me or even cared. Now I've asked for a refund and they took my money instantly and now they're saying I'll have to wait 10 to 14 business days to get my money back. This is unacceptable customer service.

  Business Response

  Date: 09/18/2023

  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: 09/19/2023

  I stayed on customer service line and ended up activating the line. I told the customer service agent to cancel the refund. 10 hours later they "refunded" my money which still isn't in my bank account and deleted my phone number of 6 years. So now no number, no service, mint is terrible.

  Business Response

  Date: 09/25/2023

  Hello,
  

  In regards to this concern, we have provided a credit to the account so the customer can renew their plan.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/26/2023

  A credit doesn't help when you've already lost my number via port!  I wanted my telephone number I've had for years back.  ********** that's what I want back