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:09/08/2023

  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.

  Date of transaction: August 9, 2023, for $51.31 for eSIM Mobile services *************. I have been unable to activate the iPhone using Mintmobile, and I have contacted the company a minimum of three times via phone regarding this issue and two times to count via chat. I was told the phone was locked on four occasions, which it never was. I kept advising MintMoboile after speaking to Xfinity 2 times on the phone and visiting the local store. The phone had been fully paid for and not connected to any service. I contacted Mintmobile tech, and following all instructions numerous times, I have been unable to activate this service. I have asked to cancel twice and requested a refund, which was denied.

  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:09/08/2023

  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.

  I had a horrible experience with Mint Mobile. On 7/25/2023, I was confirmed by two sale agents that for the phone purchase with them my friend who referred me would get $90 and I would get $15 by just providing my friends mint phone number. I made the purchase with the second agent and was told that he/she would pull out a referral link from my friend s account using her number for the referral purchase. I later experienced ESIM card issue by giving the same wrong ESIM lots of times. It took a day to activate my phone. 9/5/2023, I called Mint technical support after not receiving the $90 and 15 in my friend and my account. Agent ** said I would get $15 immediately and my friend needed to call in herself to get her $90 after listening to my situation. I was given reference #******* for the conversation. on 9/7/2023, I called 2nd time after no changes, agent **** said I would get a call from Mint **** hours and the missing credits would be put back to our accounts. I called again today 9/8/2023, agent **** said all we could get was $15 courtesy credit because purchases with sale agent would not qualified for $90 and $15. When I asked to talk to her supervisor, she hanged up on me with no respect. I called back immediately and had the worst agent ******* in my whole life. She not only did not know what she was doing, in order to ban me from talking, she used very loud voice to continuously read the rules of referral program, ignored me and hanged up on me right after it. The fifth time I called, agent **** was nice to write down the situation and told me her supervisor would investigate and call me in 1-2 days. After calling so many times and experiencing bad agent ******* and ****, I lost my patience. It was mint sale agentss fault by proving me wrong information. And the rudest technical agents made things worse. Mint mobile could easily pull out the records of phone purchase to confirm what I said and gave us the missing $90 and $15 as they said on 9/5/2023.

  Business Response

  Date: 09/14/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

• 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.

  I've purchased a 12 month unlimited talk, text and data plan with mint mobile to only find out that they are disconnecting my service after ****** minutes and I am being told that I'd have to call in every time to do a one time courtesy to receive 500 minutes. But every time I call I get the run around and have been told to wait until my mouth replenish to receive another ****** minutes of unlimited service? Im using my service for personal use only and need my phone. I drive trucks over night and talk on the phone to stay up, and if an emergency call is needed to be made I simply can't because my unlimited talk has been cut off! I spoke with a few supervisors about a refund of the remaining unused months and they told me that this is not possible! Mint mobile needs to stop false advertising truly unlimited service that they don't offer! #CLASSACTIONLAWSUIT

  Business Response

  Date: 09/13/2023

  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: 09/14/2023

  Frauds 

• 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.

  On September 2nd I contacted Mint Mobile to get service. I qualified to have Esim which is they send SIM card through email. I was charged $51.30. It did say it could take 24 to 48 hours for my current phone number to get transferred. It has now been 6 days and 5 calls later and neither have I got my money back nor ****. I was told on all 5 called I would get my money back and get an email confirmation. I have not gotten either.

  Business Response

  Date: 09/13/2023

  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:09/08/2023

  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.

  1. Purchased 2 eSIMs that ended up not being compatible with devices for $107 1a. Refunded full amount 2. Purchased 2 physical SIM cards for $107 2a. Order was duplicated and I was charged$107 twice. I was refunded $107 for the duplicate 3. A week later my service was disconnected my plan expired even though it said it didn't renew until Dec 3, 2023 4. On one device I renewed with a 12-month plan for $90 every 3 month payment plan.4a. Other device's account was suspended and customer service cannot re-activate because of "system issues"5. Promised a call back twice that never came.6. I want my original $107 as well as my $90 refunded.

  Business Response

  Date: 09/13/2023

  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:09/08/2023

  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.

  Purchased my phone in August within the first couple of weeks my phone gotten broken. I have been without a phone for almost a month without any resolution on their part. Someone messed up and entered the wrong imei number when I purchased them. Pictures of the boxes that were sent from them included

  Business Response

  Date: 09/14/2023

  Hello,
  

  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/14/2023

  No one from Mint Mobile has tried to get a hold of me. No phone calls, texts or emails 

  Business Response

  Date: 09/19/2023

  Hello,
  

  In regards to this concern, we have contacted the customer to get the device returned, once we receive the device a full refund will be provided to 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,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/08/2023

  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.

  My wife and I had a great service experience with Mint for the first 9 months of our service.My wife found a bundle deal on Mint for a new ******* phone, with *** card for $378.28 (Order# MT3150778)We purchased the bundle without any warning or indication from Mint that this was only a valid deal for new customers.When we received the bundle my wife tried to activate the *** card, and it didn't work.She spoke with a rep who gave her steps to set up the *** card, but nothing worked. After calling multiple times over the next week with promises of a solution, there was still no resolution. After that week, we called again and were informed that we couldn't use the *** or the phone since the bundle was only for new customers.We asked if we could get a replacement *** and partial refund of the service we had already paid for. They denied that and said we couldn't do a partial refund and we would need to return the whole package for a full refund.So, we sent the bundle back promptly with the packing label sent to us by **************************Tracking number: **** **** **** *******'s email (photos attached) shows she gave me the label on July 31st, and I sent the package August 1st without delay.Once they received the bundle and I had confirmation from ***** I called to ask about an update on our refund. The rep was very unhelpful and I asked to talk to a supervisor and was transferred to ******** (she said her employee ID was *********** said they had to confirm with their back warehouse that they received the bundle, but needed to wait 15 business days to confirm the refund. I called back and they said the refund was denied because we were outside the 1 week deadline to return the bundle.The whole process took entirely too long because of Mints delays and incompetence. My wife and I were essentially robbed of $378.28 even though we returned the entire package in good faith. I am asking BBB to help me get the refund of $378.28 that we were promised.Thank you.

  Business Response

  Date: 09/13/2023

  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: 09/14/2023

  
  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 can confirm that the funds have been refunded to me in full, and I consider this complaint is resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:09/08/2023

  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 Jan 22, ******************************************** $100.43. I did receive product (Sim card) but put purchase aside and forgot about it for many months. I made a mistake. When I found the Sim card again and tried to activate the Sim card, I couldn't, got an invalid activation notice, ( the activate date on card is 5/13/2025). When I reached out to Mint Mobile I was told that I couldn't get a refund. Okay. Then I reached out and asked for another SIM card, I did, after all, give them money for a product. They never got back to me. Can you help me? I can't get an answer form any body. I believe my account number is ***************. Thank you , ********************

  Business Response

  Date: 09/14/2023

  Hello,
  

  In regards to this concern, we have contacted the customer for additional details so we can provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/14/2023

  They contacted me to tell me that they were going to go through Paypal to return my money, which is acceptable.  However, they want me to call back with my email address, which they should already have.  I have tried contacting them but cannot get through.  Please don't close out case yet.  Thank you.

  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
  

  
  

  Customer Answer

  Date: 09/25/2023

  They keep on promising to refund the money but haven't yet done so.  Please keep complaint open.  Thank you.

• Initial Complaint

  Date:09/06/2023

  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 paid ****** for a six-month extension for mobile service with Mint Mobile in July. My husband tried the service and had no problems in the beginning. He had a problem with the sim card it would not work in the phone. Mint Mobile advised they would send a replacement at no charge. I could not get credit for the time I was unable to use the phone. I called Aug.15, 23, 31 and today Sept. 6, 2023, each time I spoke to a representative and was given a verification number: L2-34109; TECOPSJSD-******; L2-44795 + TECOPSJSD-264960.No replacement sim card has been sent. On 8-31-23 I spoke to supervisor ****** and was told the card would be sent in three business days. Each time I call they say there is no home address in their system for the account or they want us to tell them 3-5 phone numbers that we call with the phone to verify information. The worst is the representative disconnects the call while I am on the line, I can hear them saying there is no one on the line. Spoke to supervisor ***** and Daryan and today, *******. I would like the company to send a new sim card as promised. I've never had such bad service. I do not understand what is going on. I even offered to pay for a new sim card but I feel I keep getting the run around and no answer. Please help me resolve this problem.

  Business Response

  Date: 09/12/2023

  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:09/06/2023

  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 8/17 I contacted Mint Mobile to switch over. I then paid the ***** to switch over myself and my grand daughter whom I have always had on previous accounts. We were given instructions through e-mail to switch over electronically, but neither one of us were able to switch over. First they said that Consumer Cellular would not release and stated our numbers were locked. ** stated no neither phone was locked as we bought them outright. They then gave me a temporary number but was unable to get that to work as they were unable to port my phone number. My grand daughter lives in another state and was getting nowhere with Mint. I then after countless calls, chat rooms, and emails were unable to get switched over. So on the 24th I requested my refund as I was unable to get our phones switched. I then got an e-mail on 9/6 stating i can't get my refund as I was activated on 8/17. Which I'm not as I still have my old phone number still with CC. Countless calls always give me a different reason, the latest being that I was switched over on 8/17 and I had 7 days from that day to request a refund, so my refund was denied.

  Business Response

  Date: 09/12/2023

  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