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:09/11/2023

  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.

  September 9th mint mobile charged my card and never provided me with the service they had me on hold for 6 hours while they put pending charges on my car twice and even after spending 6 hours on the phone they pushed the charge thru took my number from my current provider and my business has been left with no working phone I have lost a lot of business and continue to along with a fraudulent charge on my card and they have never sent me anything and I get no one who can connect to a corporate office that is supposed to be in ********** ..all they do is transfer to everyone in the call centers rather then someone handling my issue at this point Id like to join a lawsuit for damages due to this

  Business Response

  Date: 09/15/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

• 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.

  Hello,My issue with Mint Mobile is that I orders a phone plus 12 months of service on March 3, 2023. The amount paid in total was $321.89. I was to receive ****** Pixel 7 plus 12 months of Mint mobile phone service included in the total paid. The phone was shipped and a tracking number was provided. Unfortunately the phone was either lost or stolen in transit and I never received anything. I contacted Mint Mobile and they acknowledged that they found that the phones serial number and sim were being used by someone else and that they would provide me with a new device and service. I have contacted them numerous times with no success. I also filed a complaint with ***** but they said it was Mint Mobile issue and it should have required a personal direct signature for the package but it was not. The order number was MT-*******.

  Business Response

  Date: 09/15/2023

  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:09/10/2023

  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.

  I recently moved and changed my Mint Mobile phone number to a local number. When I sent out a message to my contact list to tell them I changed my number, I was blocked by the carrier from sending outgoing texts. After spending hours online and on the phone with Mint Mobile and comparing texts that went out and were received, it appears that Mint/T-mobile took it upon themselves to mark my messages as spam, even including a notification to recipients that "this message could be spam", encouraging my contacts to mark my message as such (spam, when it was not). My message said: "Hi! This is *****************************. Please note that my phone number has changed to ************." THIS IS NOT SPAM. Per Mint customer service, I am blocked for 10 days and have no recourse - this is an action that was initiated on T-mobile's end and that Mint could do NOTHING about it. I was also informed that contacting T-mobile would prove futile, as they do not have my account info and also could do nothing. HOW IS THIS LEGAL???? Not only are my kids unable to let me know of their whereabouts (one has special needs) but I have PAID in full to use a service and in doing so, am arbitrarily denied services and expected to stand by and accept this. Absolutely not. There are MULTIPLE complaints of this happening on T-mobile's website/forum, as well as many other platforms such as reddit, ****** search, etc. This is a breach of contract for services paid - I have paid yearly rates for unlimited talk and text services for THREE lines for my family. It is unlawful that we each will have to go through a 10 day detention period for just texting our new contact info on our phones to our friends and family. This is unacceptable and I have spent HOURS attempting to resolve this issue to no avail.

  Business Response

  Date: 09/13/2023

  Hello,
  

  In regards to this matter, we have worked with our network provider to remove the text messaging block and the customer should be able to send outgoing messages now without any issues.  After a thorough investigation, we determined that one or more of their SMS recipients had reported the new number as spam.  When this occurs, the system will place a temporary block on the phone number to prevent outgoing messages.  In order to prevent this from happening again, we recommend only sending text messages to known contacts and ensuring that the content will not cause recipients to flag or report the message as spam.
  

  We will consider this matter closed at this time.  For questions or concerns please use the ChatBot on mintmobile.com or in the Mint Mobile App or call us at ***************.

• Initial Complaint

  Date:09/10/2023

  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.

  I've been a customer with Mint for around a year now, having switched over before the **Mobile merger was announced. On their website, they list the ******** E4 as a model supported on their network. My other phone has a fragile screen and occasionally breaks, and I have the Moto as a backup. I didn't purchase it from Mint, but it is unlocked and has never been used on any locked network. I've had consistent problems with receiving phone calls on Mint with multiple different phones, and upon a troubleshooting session with the Moto, a cs agent in chat informed me that the Moto E4 uses the 400 band, which Mint does not support. I asked her why they would sell a phone that doesn't work on their network. She didn't have much of any useful answer, but we did manage to get the Moto to receive calls, and I put the *** card back in my other phone when it was fixed.Recently, that phone broke again and I have put the *** card back in the Moto, only to find it's not receiving or making calls again. When I chatted into cs this time (now under **Mobile ownership) the chat agent kept insisting the phone is locked. This isn't possible -- it has never been on a locked network and has received calls on Mint's network before. The only thing to conclude is that the agent is lying, trying to kick the can down the road to avoid having to handle the more complicated 400 band issue. I told him to stop repeating that and he began asking for the Mint order number from when I purchased it, implying that if I hadn't purchased it from Mint, I couldn't prove it wasn't locked. He asked several times until I told him to stop asking as I'd already answered three times. Then he went back to insisting the phone was locked, which I also told him was already addressed as a false statement. When I asked to talk to a manager, he ended the chat. I only have two days left on my current Mint membership and will be switching to US Mobile as a result of the lying and incompetent support.

  Business Response

  Date: 09/15/2023

  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:09/10/2023

  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 July 12, 2023 I purchased an iPhone 14 pro through mint mobile. This was my first time buying a phone online. The phone was buggy at first, but I expected a new device needed time to adjust to it's new user. Some instances made me question the authenticity of the phone but I had no ******** evidence... until recently. The phone suffered a minor fall which should have resulted in NO damage because apple products are known to be durable. However, the phones condition is inoperable and there's no way Mint sent me a real apple product! Ive had apple phones for years that suffered way greater falls, this fall was minor (and occurred on grass) and the material acted as cheap thin glass-- despite my $60+ phone case and tempered glass screen protector!I called mint mobile customer service the first day it happened (September 2nd, 2023) and the representative said she'll send me an email for a replacement. I never got the email! A few days later I tried again and an agent placed me a brief hold where we ended up getting disconnected. Again, the representative claimed that a replacement email was sent. It never was! Today (September 10th, 2023) I called mint 3 times. The first time the agent claimed she sent a replacement letter to the email on file. After the call I noticed on my mint account that the email was altered to the incorrect email! The second time I called today the operator hung up on me! The third time I called the operator admitted that the others LIED to me and that there was no way to get a replacement. This was no mistake or "miscommunication" I've been told the same lie for days now! Why?I requested manufacture details to confirm the devices authenticity and the operators "conveniently" couldn't provide that info. I agreed to buy a REAL iPhone 14 pro! Not a cheap third party DUPE! I'm still paying for this fake broken phone via monthly installments. I understand the complication of a phone replacement-- but why lie and trick customers?

  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
  

  
  

  Customer Answer

  Date: 09/17/2023

  I have rejected the businesss attempt for a solution because they have continued to give me inconsistent information that has formed into more lies. I received an email (which was sent to the wrong email) stating that the reason why I wanted the RETURN (I didnt even request a return) was declined because I just simply didnt like the product A member from the solutions team did notify me that the phone was from a third party manufacturer and I should have warranty from Apple but today I was told that THAT was possible. Money and time wasted. 

  Business Response

  Date: 09/22/2023

  Hello,
  

  In regards to this concern, we apologize for any miscommunication.  We have informed the customer that the device is still under warranty with the manufacturer.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/29/2023

  I have been in contact with Apple and they informed me that the statements Mint mobile have told me in reference to the warranty was a blatant lie. I just wish Mint was honest to begin with to save me time and confusion. Apple confirmed that I was wrongfully lied to and that there is no such thing as manufacturer warranty The Apple representative practically debunked everything I was told by Mint. Lie after lie after lie I just want truth and a solution. Mint sent me to Apple to embarrass me with the whole fake warranty idea. I wasted a lot of time trusting Mint. 

• Initial Complaint

  Date:09/10/2023

  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 June 12 2021 I ordered an esim to utilize the Mint Mobile brand and their network. I was never able to establish account set up. The website just froze every time and never activated the sim. Eventually I gave up and went to another provider in the area. When I requested to get a refund I was denied, "no refunds after 45 days" I was unable to get my phone connected to their network and they are pocketing my money for? 45 days ripoff period?They should be able too review this esim and realize the attempts to establish service were unsuccessful.

  Business Response

  Date: 09/15/2023

  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:09/09/2023

  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 signed up with Mint Mobile in May 2023 and purchased a brand new iPhone 14 from them with my plan. After 2 months of using the phone, the flashlight and flash on the camera stopped working & the keyboard started glitching off an on. Took it to Apple store and was informed the phone itself was defective. I informed ************************* said they'd ship me a new phone. They never did. I spoke to several representatives in regards to this (being hung up on 6 times as they tried to transfer me). No one could tell me what was going on. They ALL had a different story. I then spoke to a manger who informed me it was unlikely that I'd get a replacement and would be better to issue a refund. He also told me those representatives I spoke to gave me false information. I dropped them as a carrier after all this incompetence because I can't trust anything they say. But I still waited for my refund that was owed me.After several more calls (16 total) and A LOT of misinformation later, I was sent 3 emails from Mint Mobile. One from a higher up representative ***** ************************************ quoting me a total refund amount of $1050.20, and 2 other emails from Mint Mobile quoting me $132.80 and another $917.40, which combined equals the sum of $1050.20 that ***** quoted me, They said the money would be in my bank account specifically from MINT MOBILE and should give it **** days. I don't know what their protocols are, bc I don't work there. I have to trust the things they tell me/send me. I waited the allotted days and have still NOT RECEIVED THE REFUND they kept promising me. This is THEE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY ENTIRE LIFE! Incompetent workers, misleading info., false promises, constant conflicting info., never following through on their promises, liars, don't know how to transfer you without hanging up on you, never calling you back when they say they will. All the complaints on this BBB site are true! DO NOT SIGN UP WITH THIS INCOMPETENT COMPANY!

  Business Response

  Date: 09/15/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

• Initial Complaint

  Date:09/09/2023

  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.

  They did not check to see if my phone was compatible, did not care just the upsell-ran me around for hours for nothing.

  Business Response

  Date: 09/14/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Mintmobile customer service is the worst people ever, they hired offshore people with no experience, and they do not care. My line has been stolen, and the hacker placed a 2-factor authentication code, and I cannot get to my account. They do not want to help for 3 days, I am without a cell phone and all my bank accounts are in danger.

  Business Response

  Date: 09/15/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

• Initial Complaint

  Date:09/08/2023

  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.

  Initial order with Mint Mobile was placed on 8-3-2023.This transaction occurred today, 9-8-2023.I read the "***s" on Mint Mobile's website, purchased the initial unlimited for $15 per month, and then followed the suggestion on the *** to renew for a 12 months to "lock in the introductory price" only to find out that they won't honor that. And then they refer me to an added section after you click plan details that does not say the price will increase, but says "Next plan" at the bottom.Called and spoke to a rep who kept putting me on mute, despite doing my best to explain what is the problem, then kept interrupting me and asking "What is the problem again?", and then after several time explaining it, refuses to acknowledge the *** on their own website, and kept reading the other page.After almost 30 minutes of getting nowhere, I asked to speak to a supervisor and manager, who then ran the same playbook, kept refusing to acknowledge their own ***, then kept saying it is in the plan detail, and even at times flat out lying saying the *** says it is only valid during the time of promotion. Even if you ignore that blatant lie, as the screenshot would tell you, the promotion is still going. Then she said it is only for new customers, again, clearly not what is in the ***, then kept repeating that, refusing to hear. At the end of the call, she flat out refused to honor what their own *** on their website says.Bottom line: The $15 per month is just a bait. Once you sign up, they will ask for $30 month if you pay for 12 months in advance for the unlimited. The only way you would get the $15 per month is to downgrade to %GB per month and pay 12 months in advance. See last screenshot.I would like Mint Mobile to honor what they offer and advise on their own website in the *** section.From the screenshot, the promotion is still on for another 6 days or so.

  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
  

  
  

  Customer Answer

  Date: 09/16/2023

  I received a voice mail from "****" claiming to be customer solutions rep at ****************** and saying they are investigating this and will let know their decision. That was 2 days ago. No other contacts, no other updates. This is a typical of their customer service reps. I got the same treatment, then they said they would not honor what their website was suggesting.

   

  Business Response

  Date: 09/21/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 09/25/2023

  
  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,
  
  *******************************