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:09/06/2023

  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.

  #1 I believed I was ordering a senior citizen plan (55yrs +)#2 never received SIM card from mint mobile.#3 I paid $217.77 thru paypal #4 paypal has not refunded the amount I paid for a service which I never received.#5 my bank cannot refund payments made via ACH thru paypal #6 not sure if paypal is simply incompetent, or if this is a case of FRAUD.

  Business Response

  Date: 09/11/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Business Response

  Date: 09/11/2023

  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:09/05/2023

  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 ***************************** on September 1st 2023 I opened an account with ********************** (order # mt3537673---- ph #************ Transferring From: T-Mobile Temporary Mint Number: ************). I've already paid for 3 months of service in advance and according to the app mint mobile is counting each day as active since the start of service on September 1st. But I have not had the capability of utilizing the service. Mint Mobile has not activated my temporary phone number nor have they transferred over my phone number as I was attempting to do. I have now spent 7 hours over the last few days chatting with their chat bot as well as with what they claim to be real people. Although I have paid for phone service with them canceled my other phone service with T-Mobile because I have been reassured and guaranteed and given a receipt of service from mint mobile and seen the money taken out of my account I have not been able to use their service as of yet. There is not a customer service phone number available for me to call and I've already attempted for 7 hours to use their customer service chat system. I have multiple emails stating that service is active and their app indicates the same but once again I have not had a single moment of service of any type. If I attempt to go back to T-Mobile I will be significantly charged since I broke my contract with them to leave them and go to Mint mobile. If I continue as I am right now I will be paying for service that I do not have so mint mobile has me in a very very poor predicament. Plus I utilize my phone for my nonprofit and so this is really interrupting my business as well as my relationship with family and friends because I don't have any communication services available.

  Business Response

  Date: 09/11/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 09/12/2023

  Mint mobile has not resolved my concern at all I still have zero access to the services I paid for from mint mobile. They literally emailed me and told me to utilize the *** card and I responded back the same day and let them know that I have attempted to use the electronic *** card they sent me but to no avail my services have not been activated. I paid for 3 months worth of services through mid mobile and have not been able to use a single service. They have not even attempted to fix it at all.

  Business Response

  Date: 09/15/2023

  Hello,
  

  In regards to this concern, please respond to our last email or call us at *************** so we can further assist.

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/24/2023

  I have responded three times to your email I have even sent a picture showing that I have responded to your email but to no avail because you guys are not responding back. Also you have requested that I call you which I feel like is an insult because I cannot call you because my complaint is I paid you guys in advance for 3 months of service and left my previous phone provider to go to you once you had guaranteed me that I had received Service as well as taking the funds out of my account. Now I do not have ANY phone service and if I attempt to go back to my previous provider since I broke the contract they are wanting me to pay a substantial amount to go back to them.

• Initial Complaint

  Date:09/01/2023

  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.

  Subject: Urgent Complaint - Mint Mobile Number Porting Issues I am writing to file a formal complaint against Mint Mobile regarding a persistently unresolved issue with porting my phone numbers from ***** This ordeal has consumed considerable time and left me frustrated as I now have to pay for cellular plans with two separate carriers.Over the past ten days, I've contacted Mint Mobile multiple times, providing all the necessary information during our initial conversation. My ticket number is #********. While they acknowledge the issue on their end, they have failed to provide any updates or communication regarding its resolution.Management repeatedly promised to resolve the problem within ***** hours, but these assurances have not materialized. They claim the ticket was escalated to their technical department but won't provide me with any contact information for escalations.I aim to port two numbers from **** to Mint Mobile. One number has a duplicate request that Mint Mobile needs to remove, while an error occurred when porting the other. Attempting a three-way conversation with **** yielded no results.Separately, **** provided a number to cancel the duplicate request, and I had **** remove the "fraud protection" that was placed on the other number. I initiated contact with Mint Mobile on 8/22/23 and prepaid $90 for three months of service for two phone numbers because they were running a special at the time. **** won't cancel my service until the numbers are ported, but they'll pro-rate the unused days that I have already paid for, and provide me with a refund.Both phones are fully paid off and unlocked with *****I request prompt resolution and improved communication on the status of my porting issue.It has been almost two weeks, with numerous calls, chats, and assurances that this problem will be resolved within *****hrs. It STILL has not been resolved and is costing me both time and money for Mint's admitted mistakes.Thank you,***************************

  Business Response

  Date: 09/07/2023

  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:09/01/2023

  Type:Delivery 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 made an order online that was incorrect. I called in and was told to make a new order while on the phone and he would cancel the first order. Each order I paid $107.50. Then I received a tracking email that said no information was available so I called in and was told that the second order had been cancelled as well. They told me to place yet another order. I again paid $107.50. I was told I would receive a refund on the first two orders for $215.00. Then low and behold the two cancelled orders were delivered. I called in and they told me to activate them. I said I didn't want to activate them because I want my money back and would activate the third order when it comes. The representative then hung up on me.

  Business Response

  Date: 09/06/2023

  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: 09/08/2023

  
  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:09/01/2023

  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 purchased Mint Mobile service with eSim on Wed, August 23, 2023. From the moment the (first) eSim was installed I have only ever had “SOS” and “SOS only”. I have never made a call or text. The following days are promise after promise from both the online chat and phone agents. Escalation ticket after escalation ticket with the last 2 labeled “expedited” I have everything documented as well, chats, ticket numbers and screenshots of the “troubleshooting” I was made to do repeatedly. A second eSim was sent email which didn’t work either. No communication from Mint Techs or agents, the only effort is from my end. And I have never had a conversation with Tech department period, only for him to say he would be present for the ***** appointment. I go to ***** who will take a call with Mint but Mint does not dial in. I (believe) I emailed the CEO of both Mint and Ultra and I go to social media. At this point, I am at my wits end. No service for days and I was locked out of my ****** during a restore, still not back in, because I had no working number. Mint begins messaging me on ******** messenger and the lies continue. I have repeatedly asked for a refund. At one point on the phone with Mints Agent Benj as I got on the website but the refund link was down. Now messenger Mint says that they have submitted the refund request and to watch my email, going in to 2nd day waiting for the email but I find it hard to believe that since the account is still active. I can still log in to the account page and when you dial the number given to me voicemail picks up.
  I have since gotten a third carrier, working!
  And I’m sure it will continue tomorrow ????????

  Business Response

  Date: 09/06/2023

  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 customer’s account.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/06/2023

  I am not satisfied. I was talking to 2 Mint representatives who had no idea that I was talking to both. I stayed confused, refund and ask information I was given on ******** messenger was wrong and when I asked if they were the same person and learned they were not I stopped communication. My account says the refund is pending

• Initial Complaint

  Date:08/31/2023

  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 began the process of switching from ******* Wireless to Mint Mobile on 8/28/2023 and as of today (8/31/2023) still have a device with no network service. Over the last 4 days I have spent 20+ hours on the phone (mostly on hold) with support people who are extremely courteous, but absolutely ineffective. On day 3, it was narrowed down to a SIM card issue, and I was promised a replacement eSIM within "a few hours". Over 8 hours later, someone else found that the request was never sent, and she started a new one and promised it would arrive withing 4 hours, it still has not arrived after 18 hours. Everyone I have spoken to has been very courteous, but the fact is that I paid for a service that I have not been able to use at all, and I have been cut off from friends and family for many days. My life has been on hold while I have been trying to get my mobile phone to work as a phone. I'm self-employed and have been unable to work for 4 days because I'm spending up to 8-hours a day on a borrowed phone, just trying to get my own phone to work, while they assure me that my account is active and I should be able to use my device. At this point I'm trying to get Mint Mobile to give me my account number and PIN so I can switch to a different service, and even that requires waiting on hold for an unacceptable amount of time, and waiting for a callback which may never come. It seems highly unreasonable that it is so time consuming to retrieve this information, if they even manage to get it to me. I have literally begged and sobbed on the phone, and nothing has changed at all. I have also filed an informal complaint with the *** on 8/31/2023.

  Business Response

  Date: 09/05/2023

  Hello,
  

  This issue has been resolved and there is no further action we can take.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/09/2023

  After a week and roughly 20 hours on the phone with support, I have been unable to activate this service.  At this point, I am simply requesting a refund.

  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
  

  
  

  Customer Answer

  Date: 09/21/2023

  
  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 have received the requested refund from the business, and consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/31/2023

  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.

  MT3459139 I initiated a refund on Monday with Mint Mobile per their request form in the **** center of their website (today is Thursday). Typically when a refund is initiated, an email is sent to acknowledge this and let the buyer know when to expect the refund to post to their account. When I did not receive a confirmation, I contacted Mint Mobile. They stated that it was in process and needed to be approved by their "back office", which could take 24 hours. I was told I would receive an email with a shipping label to return the *** cards. When 24 hours had passed from the time of my call, I called back. I was told the approval could take ***** hours, and they do not have customers return *** cards. When 48 hours had passed, I called again, and was told it could take 72 hours but no worries, everything was in process. I get a different lie every time I call and still no confirmation. I have also been hung up on multiple times during these calls after they finally agree to transfer me to a supervisor. I suspect Mint Mobile is trying to run me out of the refund timeframe so they can steal my money. Upon checking my order status on the site, there is NO update to the status. I want my refund, and record that I am pursuing it within the appropriate timeframe.

  Business Response

  Date: 09/05/2023

  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: 09/05/2023

   This company put me through h*** for what should have been a very simple return and refund. It took me countless hours on the phone with them, being refused escalation despite many requests, and finally contacting an attorney to learn my legal rights, calling the company back and letting them know that I was aware of my legal rights, before they did anything at all to escalate this issue or make things right. I strongly suspect they were trying to run the clock out ***************** window so they could claim I had failed to initiate the return and keep my money. Not everyone has the means to contact an attorney like I did, and this company preys on people hoping they can't fight.  I did get my refund, but I had to fight very hard for it. Therefore I do not accept this company's response even though I do consider the matter done in terms of the refund.

• Initial Complaint

  Date:08/30/2023

  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.

  Ordered a plane with mint mobile. Checked online and was told my phone was compatible. Got the card and can't get it to connect. Numerous calls with customer service. They can't hear me or don't understand. Multiple messages and now they won't refund me because it's been over 7 days. Yes because I've been messing around with this for a month and a half. I have a phone number I can't use and ive never used. Yet they are taking my $300.

  Business Response

  Date: 09/05/2023

  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:08/30/2023

  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.

  In Oct/2022 I bought a 12 months plan at Mint, which will expire in Sep/2023. In 06/04/23 I bought a phone and another 12months plan with Mint again. Same day I received my phone, I called Mint to activate my eSIM, keep using my 1st plan and activated the 2nd I bought with the phone, the employees said it was all good and activated. After a few weeks, I kept receiving emails from Mint saying I needed to activate my plan, so I called them again to make sure it was all good, and they said the plan was activated and I didn't need to worry. Last week (08/23/23), I noticed that on my Mint app my plan would expire in September and I would need to pay again for renewing the plan, which I had already done when I bought the phone and the new plan. So I called them again, explained the whole situation and how the other attendant made me believe my plan was already activated. They said they gave me the wrong information and they would not be able to activate the 12mo plan I bought unless I changed my phone #, their advertisement never said I would need to change my # and that is why I bought it with them, otherwise, I would've bought my phone at Apple and then just renewed my old plan. So I asked for a refund and they said I would need to give back my phone and my 12mo plan that I paid for. When I said I would return my phone and the plan, they said I wouldn't be able to, because it had been more than 30 days. I called them several times during that week, trying to talk to the manager, they would put me on hold for almost an hour and I was only able to talk to the manager once, and he didn't solved my situation. Then, called multiple times again, and they would say "I'm gonna call you back within 1 hour", nothing happened. I feel totally disrespected by this company, I don't wanna change my phone number and I want a resolution for that, they could refund the plan I bought, give me store credit, I am flexible with that, but I don't wanna change number.

  Business Response

  Date: 09/05/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 09/05/2023

  
  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,
  
  ******************************* Claro
  
   
  

• Initial Complaint

  Date:08/29/2023

  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 frustrating experience with three customer service reps. ** one should have to speak to different representatives on the same day regarding the same problem. I am getting a weak signal at home. My dad, who also has Mint has full signal when were in the same room. I popped out my *** and put it in an Android to rule out my iPhone and I get a low signal. The first rep said she would reset the network on her side but I had to turn off the phone, remove the *** for five minutes, and pop it back in, turn on the phone. She said if I still had the same issue, to call back and they would issue a replacement ***. It didnt work. I call back. I had to re-explain the situation and the 2nd rep confirmed my address with me (she literally said it) but then says I have to reset the network setting on my end. I said we would get disconnected and she ASSURED me we wouldnt. We got disconnected. I waited for her to call me back. She didnt. I call back. I had to re-explain to the third rep who clearly wasnt listening. He claims I must set my phone to airplane mode and turn it off again. Wait 15 minutes. I told him, ** not calling back a fourth time. Please send the ***. He said my account didnt show an address or credit card number for me. Excuse me? The 2nd rep confirmed my address to me, I didnt tell her what it was so it must be in the system especially since theyve sent me my *** in the past. I also told him that my account auto-renews so my credit card number must be there. He says, ok give me your address and well send it free of charge. ****, I tell him my address and then he puts me on hold. He comes back and says, we show a PayPal account but we cant use it so I need to provide one. By this point I am angry and cant believe this horrible level of customer service (Is this because they sold to T-Mobile?). I told him Im hanging up because I was too upset to speak with him. ** one should be put through this ridiculous ordeal. The *** issue is UNRESOLVED.

  Business Response

  Date: 09/05/2023

  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: 09/07/2023

  I had no choice but to select Reject because I haven't received the *** card yet and BBB only gives me five calendar days to respond, which would be 9/10. Tracking shows the *** will be delivered 9/8, I will need the weekend to activate and make sure the *** is tied to my phone number and plan as agreed upon. 

  Business Response

  Date: 09/13/2023

  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: 09/15/2023

  I received the *** card, I had to call a rep to activate it since the confirmation code was sent to the phone number that was assigned to the old ***, which was not in my phone at that point. Really bad system to do that. 

  I emailed ************************ with Mint with a question and he has yet to respond. I also got an email from ***************************** so I asked him the same question. No response. Here it is for whomever is monitoring this complaint:

  Good morning ****,
  I was able to activate the new *** and verified SMS and MMS are working. I noticed when I inserted the *** and turned on the phone, I had full bars. Once the *** was activated to my account (I had to call Mint to have it activated since it was trying to text me a code to the old *** I removed) the *** shows 1 bar. Is there a reason for this? Is bar strength dependent on my account? It's odd to me that prior to registering on the network I had full signal.
  
  
  Thanks,
  ******