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:08/11/2023

  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 cellphone number of ********** was brought over to mind mobile but not until AGTER an ongoing issue with the port on Mint mobiles end. Their processes are slow, agents dont speak English well causing even more of delay in correct information and processes, and they were not helpful. With that being said, MINT MOBILE FAILED TO BEING MY PHONE NUMBER OVER TO MINT FOR SUCH A DELAY THAT IT IMPACTED THE **** I WAS ABLE TO GET A FULL REFUND OUTSIDE OF THAT 48 hour refund. It was their issue causing this and no one would resolve the issue. I had to cancel my service and lose money stolen from me for the months in advance they charge due to this port delay and not being able to use the service. Not only this but their service was completely horrible and not usable

  Business Response

  Date: 08/16/2023

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

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/11/2023

  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.

  I had a 1 year service agreement with Mint Mobile for cell phone service which expires on August 12, 2023. Yesterday, (8/10/23) I tried to start a new service with Consumer Cellular and received a "release pin #****" from ****************** which discontinued my service with them. Unfortunately, when I tried to activate my service with Consumer Cellular, it was unsuccessful as Mint Mobile needed to "Unlock" their hold on my phone. I was told by Mint Mobile customer service agent that only their tech department could unlock my phone once they received the request ticket,CRT *****, and that it could take up to 24 hours to process.My complaint is that my $600 phone is completely paid for...my service with Mint Mobile has been discontinued and yet I am not able to use it and activate my new service because Mint Mobile has not "unlocked" it. It has been 24 hours and still they have not responded. Is this even legal? How can they control access to use a phone that I own?Are you able to help me? I just want them to release my phone so that I can activate a new service.My account number with ****************** is: ************ and my cell phone number is: ************.

  Business Response

  Date: 08/15/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

• Initial Complaint

  Date:08/10/2023

  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.

  Overcharged my credit card and continued to ask for more money to turn phone back on. Overcharged $360 and wants another $360 to turn on phone.

  Business Response

  Date: 08/11/2023

  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:08/10/2023

  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 had made a decision to transfer to Mint Mobile on August 1, 2023 from Lycamobile. Mint had assigned me a temporary number and said the old number will be transferred to Mint in a day. I waited for 10 days but the transfer did not happen. Upon checking with Lycamobile, they said the number is already ported to Mint. Now the number is not with Lycamobile. I have been trying calling, chatting with Mint but the transfer is still not done. Following tickets have been logged till now, would require immediate attention as I dont want to lose my old number. Ticket ID: ******** Ticket ID: **************** Ticket ID: ******** I want this to be resolved so that I can transfer my number to a new provider as I am not happy with ************** Note: Mint has acknowledged this and issued refund to my order, but the old number should also be transferred successfully and active to be ported to another carrier again.

  Business Response

  Date: 08/15/2023

  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:08/10/2023

  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 made payment four plan renewal, five days before it was due. It cleared my bank. I got a text stating that my payment would be applied to my account on the day. The account was to expire, my service was disconnected. I spent over an hour on the phone with them trying to resolve the problem I received a text that my payment was going to be applied on the day of renewal. Then I received a text that I needed to make a payment the day I called I received a text that my plan was successfully renewed. 5 minutes later I got another text stating that unfortunately the renewal had not gone through. It was very inconvenient for me to borrow a phone from someone as I live in a fairly rural area. I had my, I had my grandchildren with me, and I really needed to be assured that I was going to have phone service. Im not sure what their issue is but this is the second time this has happened to me where I send my payment in it clears my bank yet they do not have it applied to my account when renewal rolls around.

  Business Response

  Date: 08/15/2023

  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: 08/17/2023

  The response I got was about me wanting a ******** is obvious they did not read the complaint carefullyit was not about wanting a refund!

  Business Response

  Date: 08/22/2023

  Hello,
  

  In regards to this concern, the account renewal was processed, service was connected, and a one-time courtesy credit was provided for the inconvenience.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  On 5/13/23 I purchased a phone and sim card for a 12 month service plan from Mint Mobile (order # MMO_1037885) for $537.58. On 5/17, I contacted customer support to activate my phone. They informed me that since I was an existing customer, the sim card I purchased was not the correct way to renew service - and that I needed to pay for a renewal on my existing account. On 5/17, I paid for a 12 month renewal, which cost over $180 (in addition to the money already spent). Please note that at this point, I had effectively paid for ************ twice despite only being a single customer. On 5/17, Mint customer service approved a refund (# ****** in the amount of $130 for the sim card I purchased by mistake (the sim card was cheaper than the online renewal due to a promotion). I never received this refund.I contacted customer support for the status of the refund over 5 times since that date. Unfortunately I didn't document the first two, but the last interactions have been as follows: On 7/6 I was told the refund was not processed and that it would be resubmitted as ticket # CRT-*****. On 8/4 I was told that the refund was denied, but that it would be resubmitted as ticket # CRT-******. On 8/10, I was told that the last ticket number did not exist, but that my prior refunds were all denied bc billing would not approve partial order refunds. I was informed that I should return the phone and sim together and re-order the phone to get a refund, but that the expiration period to return it is expired and so I will never receive money back.I am requesting help from the BBB to get my refund for $130, whereas Mint did nothing to prevent me from making the initial mistake of buying a sim card through their app, their policy on partial refunds is ridiculous and anti-customer, and that my current inability to receive a refund is due entirely to the incompetence and poor communication of their customer support teams and not due to my lack of effort to contact them and collect it.

  Business Response

  Date: 08/15/2023

  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:08/10/2023

  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 08/08/23, I purchased a three-month plan from Mint Mobile and had my number ported to Mint Mobile and my phone would not work after installing the eSim they provided. I called and they tried to troubleshoot to no avail. So I factory reset the phone thinking that it would help since I had come from another carrier. In doing a factory reset, the eSim info from Mint Mobile was erased. I contacted them and they were supposed to send me a replacement eSim. They did not do so. I tried multiple times through phone calls and live chats to get the new eSim sent to me and the created numerous tickets - yet still - no eSim.On 08/09/23, I still had no new eSim and attempted to purchase another one which they charged me for, but did not send to me. I spent several hours throughout the day attempting to get a replacement eSim. Still never received one. Then one representative told me to buy a physical sim card which Mint Mobile charged me for (twice) but would not send to me because I could not verify who I was - I couldn't verify because they never got my phone working.Fed up with Mint Mobile, I went to Straight Talk to get service and have my number ported to Straight Talk. BUT MINT MOBILE WOULDN'T ALLOW THE ****** they said they had to get the number working on their end before allowing the port. Now it is 08/10/23 (day three), of trying to get my number to work with Mint Mobile - and still have not received a working eSim from them.Because of not having access to my number, I have not been able to get into most of my important financial and personal accounts because they ALL require a text code verification to my number. This has been a nightmare and Mint Mobile will not get my number working nor will they allow it to be ported out. I broke down and cried at work begging the last Mint Mobile rep to please not pass the buck just to get me off the phone - but they did and my number still wont work nor will the let it be ported out.

  Business Response

  Date: 08/15/2023

  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:08/10/2023

  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.

  Stole $180 and never gave me coverage!! I paid $186 to renew my coverage, which was already $105 OVER CHARGE of what it should have been to renew (5g 3mo plan is $75, they refuse to tell me where the other $105 came from). I paid it, thinking that I could get it sorted out through customer service afterwards. Nope! They took the money, did not renew my service, and I cannot contact anybody cuz, surprise surprise, you need service to call customer service! These people are f****** horrible, I want my money back, I want my service up and running, and I want compensation for the telehealth appointments that I've had to miss because of this.

  Business Response

  Date: 08/14/2023

  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:08/09/2023

  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 ordered service from mint mobile August 4 2023 they issued me a electronic SIM card for my phone my phone does not except electronic SIM card my phone needs a physical SIM card so I called mint mobile to have them send me a physical SIM card for my phone to be activated they already took my money $53.08 the operator could not send me a SIM card they say rite on the web sight says cancel in 7 days money back guaranteed so the very same day August 4 2023 I asked to refund my money she said no problem I would receive email statement saying I am being refunded the $53.08 I never received any email or a refund I called every day for 5 days and filed the refund papers with there web sight every day for 5 days now the keep saying we are processing it now Ive been told this every day for 5 days no one has processed anything I have received no email stating I am getting my refund or the actual refund I never activated there service please help me get my refund back

  Business Response

  Date: 08/11/2023

  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:08/09/2023

  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.

  My name is ********** and my Mint Mobile number is **********. Everything worked well during the initial trial and 3/mo subscription, so I signed up for the 1/y 15GB plan. However, the service has degraded to the point of being unusable as of 3 weeks ago. Since then, Mint Mobile has been unavailable at my residence. I really didn't expect this, and nobody can tell me what's going on. I've spoken with at least 5 different customer service representatives by phone and chatbot and invested *hours* into diagnosing this problem. I'm usually on hold for an hour before I can speak to someone. I've changed settings, restarted my phone, been sent "firmware updates", gotten hung up on, and reexplained the issue countless times. This has been a terrible customer service experience! My phone settings haven't changed and nobody's been able to pinpoint ***-Mobile network outage in my area. I was assured by the second-to-last representative I spoke with ("*****") that I could get a refund, but they asked for my credit card number in order to process it (see screenshot). This seemed really shady so I did not proceed.I just started month 2 of my 1y service plan and Mint Mobile service was mostly inaccessible. This can be confirmed by reviewing my activity / data usage. Consequently, I am requesting a refund + cancellation for the full 12 months. I've already been through the ringer with Mint and despite numerous calls, chats, and hunting for support on Reddit, I still don't have usable service.

  Business Response

  Date: 08/14/2023

  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