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:09/13/2023

  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 lost my phone with my SIMcard relative to the number **************. I requested a replacement card and tried to activate the new SIM card. I called Mint Mobile (protocol: L2-45729) to do it and they told me that I should provide the LAST three phone numbers I used to call to mint mobile. Is this a joke? I only have 2 phone numbers (the one that was lost and a second chip that I am using, also from Mint Mobile). Since I didn't have 3 numbers, they told me that this could take more time to activate. And until now, nothing happened. They never returned my call.The thing is that my entire life is connected to the previous number and I cannot do financial transactions, pay bills, manage my online accounts because every sign in depends on the number that is linked to the lost SIMcard. I am starting to have issues (like I cannot pay my auto loan because I need the old number working). I am really upset. I deserve an answer! I also want a refund or credit because I paid for the plan and I am not using it.

  Business Response

  Date: 09/18/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  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.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:09/13/2023

  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 called in looking to switch my service to this company. The agent I talk to was very rude and inappropriate. I asked to speak to an actual, mint Mobile employee, someone who was not outsourced he told me he was not outsourced. But, by his accent, and the people in the background speaking Filipino. I knew he was not telling me the truth.So I called back in and got another agent same situation. Then that agent called me back and called me a m*****f*****. I dont really appreciate being called things like that. I called into report him and the next ***** just hung up on me and laughed at me. So I got a call from you guys again and was threatened that they were going to send me to jail. Which is kind of funny because theyre not in ***************** and they have no clue what theyre doing. I talked to another agent see if I can get a *** agent and they threaten to shut off my phone. Which is kind of funny since Im not a mint mobile customer. This couldve been resolved a lot quicker. If your first agent wouldve told me you have no *** agents. *** learned not to do business with people who dont have *** agents. I have blocked your number so I expect you to email me with a response of how you want to handle this. Im almost ready to call the *** and file a formal complaint. I expect to receive a response immediately.Regards

  Business Response

  Date: 09/20/2023

  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: 09/20/2023

  they have not contacted me in anyway. So I will not accept this until they do what they say.

  Business Response

  Date: 09/27/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/28/2023

  The email you sent me had nothing to do with the original complaint. I replied to the email three days ago and got no response. It sounds like this is what the company does from reading and other complaints about this company. It was a former email from someone who had very broken English skills. Very disappointed in poor customer service that this company is giving.

• Initial Complaint

  Date:09/13/2023

  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 received a promotion from a different service provider for a free year of phone service (which conveniently lined up with the timeline of the expiration of my Mint plan). I called Mint Mobile to transfer my number out. My number was eligible to be ported out with my account number and pin. I logged into the ****************** website to get my account number and pin. My account was scheduled to be disabled that night at midnight. I had prepaid my plan until 8 September at midnight. I had started the transfer process several days before with the new provider. All that I had left to do was retrieve my account number and pin. When I logged onto my account at 4:30 pm o 8 September, the website showed that I needed to pay a fee to prepay for the next year, and it would not allow me to access any of my information. I called Mint (611) thinking that they would be able to provide me with my account number and pin. The first representative that I talked to explained that I would have to prepay 90 days of service in order to be able to transfer my number over, and then while we were on the phone he hung up on me and deactivated my account (6.5 hours before it was supposed to expire). Luckily, my husband was able to call them back and talk to a different representative and get my account number and pin, and my new provider was able to transfer my number out without any problems. I called Mint back and explained that I needed to talk to a supervisor, because the representative hung up on me and disconnected my service preemptively, and clearly could have helped me get my account number and pin (since we got it from a different representative). A supervisor did not call me back. I called again today, 15 September, asking to speak to a supervisor and was on the phone for nearly 50 minutes without being able to talk to a supervisor. They could not assure me that the customer service representative had been counseled or trained. I run my business from home and need service.

  Business Response

  Date: 09/15/2023

  Hello,
  

  There is no action for us to take in this matter as the customer has already ported out.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/16/2023

  The business made no effort to make this right.  They did not have a supervisor return my call, as I asked them to do on two different occasions and they told me they would. They didn't say if the person who hung up on me and disconnected my serve was trained to not hang up on people in the future. They did not refund me for disconnecting my service before the date of expiration. The customer service representative literally hung up on me and disconnected my cell service preemptively before my contract expired. I was forced to use my husband's phone service in order to activate my service with Spectrum mobile.  The business made no effort to make it right.  They are just saying that since I'm no longer their customer, they don't have to do anything.  I do not agree with that at all.  I read several reviews on the BBB website, and it sounds like hanging up on people is a routine part of their customer service regimen if someone is leaving Mint.  I still expect to hear from a supervisor at Mint.  I do not feel satisfied with Mint doing absolutely nothing for hanging up on me and disconnecting my cell service out of spite when my prepaid contract was still active.  

  Business Response

  Date: 09/21/2023

  Hello,
  

  In regards to this concern, we had provided the customer with notice of renewal prior to the plan end date of 9/8/23.  

  8/8/23 - notice of payment coming up on 9/7/23

  9/5/23 - notice of autopay on 9/7/23 using payment method saved to account

  9/6/23 - line removed from family plan and now responsible for all plan payments

  9/7/23 - notice that plan is up for renewal

  9/8/23 - customer contacted for port information

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 09/25/2023

  Correct. The business was prepaid for a service that was set to expire at midnight on 8 September and the representative disconnected my service preemptively which affected my ability to use my phone, run my business, and caused a significant amount of stress. I maintain that they have done nothing to make the situation right, while their representative hung up on me and disconnected a service that I had prepaid for.  I am not satisfied at all with the business response, and despite several promises, I still have not received a phone call from a supervisor.  

• Initial Complaint

  Date:09/13/2023

  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.

  (CASE# ******)Mint Mobile created two mobile accounts & only mailed me one sim card for my current active phone number ************. My current phone number has been paid on time for the last 4 years. Mint Mobile has been illegally billing my credit card for another account (that was not established by me) ************. ************ was illegally established & billed to my credit card & didn't have my name listed as the owner. Mint customer service verified that there has never been any call activity on the account since inception. I called Mint every year since I was being billed for an account I had no access to and each time I called Mint Mobile I was told that I was only being billed for one account. These calls to Mint mobile customer service continued with no help from them. I was then forced to contact my credit card last yr. and have them cancel my card for fraud and issue a new card. Mint Mobile somehow gained access to the new credit card card and continued billing my new card. I found out that Mint was able to do this because they set up auto-pay on the fraudulent account and their credit card billing system can somehow pull the new card number and continue billing even though I had a brand new credit card issued by my bank. After running out of options I finally was able to get a helpful Mint Mobile customer service rep ** who found the fraudulent account under ************. He said that since this was not in my name he could not share any info with me. I told him that this theft from my credit card had been going on too long & I needed to speak to his manager. He put me on a long 25-minute hold and told me that the account had been somehow accidentally set up and I had been billed overbilled $1891.66. He said he was going to request a full ********** would be emailed after Mint reviewed. Mint never emailed me and has now refused to credit my existing account or refund the $1891.66 they illegally billed my CC. Do not trust Mint Mobile!!!

  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

  Mint Mobile called me today and did not resolve the complaint. The Mint Mobile representative did not seem to have any of the important facts about this complaint. There has been no resolution or offer from Mint Mobile to resolve the over billing charges that occurred on my account with ******************.  

  Business Response

  Date: 09/25/2023

  Hello,
  

  In regards to this concern, we are currently researching the matter since this involves an account and transactions from 2018 and are 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

  Mint Mobile's response is false and they should not be trusted by any consumer based on what has happened to me after trusting Mint Mobile with my credit card information on an unrelated account. They used my credit card as recently as August 5th ********************************************************************************* regarding how they illegally billed over $1800 to my credit card. I never signed up for the phone number ************ yet Mint Mobile used my credit card as recently as August 5th 2023 to fraudulently bill my credit card that is used on another active Mint Mobile account I have with them. They have all the phone records that show I never signed up for, used, or had access to Mint Mobile number ************ yet they still billed my credit card and now Mint Mobile refuses to tell the truth about this Better Business complaint. Mint Mobile's response can not be trusted by any consumer and if needed I will be filling a $1800 claim in small claims court to make sure this horrendous fiasco does not happen to anyone else in the future.

• Initial Complaint

  Date:09/12/2023

  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.

  Between September 7th & 10th, I paid $60 to Mint Mobile for International Roaming credits for my wifes and my lines, which would allow us to use our phones in ******. It worked some of the time, but frequently stopped working for no obvious reason. This required toggling settings off/on, restarting phones, etc. Sometimes this would work, other times not, or not until later. At one point my phone was working, then when I left to pick up my wife at the airport, it stopped working, meaning no navigation and no way to communicate with her.I am dissatisfied with the service, especially given the cost. I contacted Mint customer service via chat on 9/12 to ask for a refund. They claimed that because some of the roaming credit was used, they couldnt offer any refund. I inquired about an account credit instead, which they also claimed they could not do.I let them know I was dissatisfied with this service, that I wanted a refund, and that I found the situation unacceptable.I would appreciate any assistance in recovering all or part of the $60 I paid for International Roaming. Attached are screenshots of Mints website indicating how easy and functional their International Roaming supposedly is; and screenshots of my chat with Mint customer service.Thank you for your time.

  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
  

  
  

• Initial Complaint

  Date:09/12/2023

  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.

  Bought phone and year plan from mint. Was sent a seven day SIM card instead of year SIM card. Called help line *********** July 28th 2023 to resolve. Was told a credit for SIM card would be placed on the credit card I purchased plan with. I have repeatedly called since then and as of September 12 2023 have still not received credit.

  Business Response

  Date: 09/18/2023

  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: 09/23/2023

  I have been contacted by a mint representative.  They have informed me on 09/20/23 they are working with the warehouse to process a refund.  They also said this could take up to ********************************************** when this is resolved.  I have not received a call back yet and refund, to my knowledge, has not been processed.  

  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: 09/28/2023

  
  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:09/12/2023

  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.

  Purchased bundled package only after assurances from Mint and current provider (answering service) that wed be able to port the number. No problem After many, many hours with their customer support nothing has happened.Because phone and 1 year service came together, Mint has our money and we have only a phone without service. Wrote a letter to the *** 8/19.Have heard nothing.

  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
  

  
  

• Initial Complaint

  Date:09/12/2023

  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.

  They took my money and provided NO SERVICE. Literally kept me on the hook with the chat module for over an hour with NO resolution and refused to provide a refund within a normal, acceptable time frame. Without providing any service, I will have to wait up to TEN DAYS to receive a refund on a charge placed ************************************************************************************************************ a supervisor.

  Business Response

  Date: 09/14/2023

  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:09/11/2023

  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 recieving a replacement phone from Apple, I then followed all instructions for replacement including how to request a new eSim. Mint Mobile operators are not very good at doing their jobs. I requested a QR code to seed an eSim into my replacement phone. After an hour, none came and i was promised a call back after an hour, that was BULL****. I called back again and same situation. Very poor customer service after ************************ took them over.

  Business Response

  Date: 09/15/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/11/2023

  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.

  In August of this year,at my request , mint mobile sent a link for referral to my daughter.My daughter signed on and told me the guy she talked to said I would get the credit for the referral.The real problem here is their link stops at website.she hit original link but like all people had a question.If you don't buy on website,link disappears even though she was told referral was good.The phone crew takes advantage of this by taking referral themselves I have called them 9 times. Once,they were going to call my daughter,they never did.Twice they told me it would post in 24 hrs i. It never did.l complained but was told "nobody but us talks to higher office There lies the real problem. They are stealing legitimate referrals for themselves

  Business Response

  Date: 09/15/2023

  Hello,
  

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

  Thank you,
  Mint Mobile