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:08/29/2023

  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 put $20 into my Mint Mobile wallet account before an international business trip. The International Roaming never worked, so the funds were never used. I contacted support after returning from my trip and they told me that the funds would be used for my annual renewal. I've now gone through the second annual renewal since establishing the wallet account and neither time were the funds used to pay for my subscription. Customer Support said they can't issue a refund since it didn't happen in the past 7 days. I escalated the issue ************* ticket SUPPORTM-****** and was just notified that my request was denied as I deposited the funds more than 12 months ago. I paid for a service that never worked. I've followed the rules and have been patient awaiting this issue to be resolved. I need the assistance of the BBB to get this money back.

  Business Response

  Date: 09/05/2023

  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:08/28/2023

  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.

  Last week I was told by a friend that caller ID was showing an INCORRECT NAME (***************************) on caller ID. Today I called my cousin who only answered because we had a scheduled call. She asked me, Who is ***************************?I have had Mint for a year now under my CORRECT name, ******************I called today (8/28/23) Mint Mobile **************** to get th issue corrected. After talking to 2 agents and a supervisor, I was told: They will only change the caller ID to Wireless Caller, they will not change it to my correct name which is ******************Mint Mobile has an internal policy that does not allow them to change caller ID information, there are no exceptions. Mint Mobile does not have an owner or *** or corporate office that I could contact.Mint Mobile does not have a department that receives complaints and they dont have an avenue to file a formal complaint. Both the *** and location are confidential. The supervisor refused to give me an address so that I could write to the company. This is ridiculous on so many levels I am not asking for a change, I am asking for them to CORRECT to my name in their caller ID. ****************** changed my last name, so Mint Mobile should correct it. IT IS THEIR ERROR, THE CHANGE WAS DONE BY THEM. This should not have become my problem.My legal name is *****************. My ********** account is under the name *****************. I have documentation to prove that ***************** is my legal name. I do not want *** caller ID to say Wireless Caller. It is important for business purposes that my name be CORRECTED. WHEN A COMPANY HAS MADE A MISTAKE, THEY NEED TO CORRECT IT. This request is not for a change, it is for a CORRECTION for an error made by THEM.

  Business Response

  Date: 09/01/2023

  Hello,
  

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

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

  
  

  Customer Answer

  Date: 09/02/2023

  Their response that they are working to resolve this complaint is not accepted at this time.  The only acceptable resolution is that they correct their error.  They changed my name, they need to correct it. 

  Business Response

  Date: 09/07/2023

  Hello,
  

  In regards to this concern, we have updated the account settings according to our security policies and provided customer with a one-time courtesy credit for any inconvenience.
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/28/2023

  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 was a Mint Mobile Customer in 2022, but the coverage was very poor on my ******** phone. A Mint rep said that the problem was in the phone and not the provider, so on 11-14-2022 my son Artem bought me a new ******* S205G phone (as a birthday present) from Mint for $475.12 (incl freight). The phone was claimed to be new, unused, unlocked. The coverage still remained poor with my new phone, so at the end of my year contract I switched to ***** To my surprise, the phone didn't work with the *** sim, it turned out to be network locked by Sprint (who I was never a customer with). It means that the phone Mint sold as new had been actually in use with Sprint. I had been trying unsuccessfully to get the phone unlocked, When I called Mint, they tried to unlock it with no success, then transferred my calls to Sprint, *******, T-Mobile, who then transferred me back to Mint, that had initially sold me the phone. When all means were exhausted, Mint agreed to give me an RMA# to return the phone for a replacement. NB: They PROMISED to replace it! I returned the phone, it was delivered on 8/10/2023, and since then I cannot get a replacement or a resolution.I have spent hours chatting with Mint reps every week and each time they tell me it will take 5-7 days, but nothing happens. Their customer service is awful, you are on the phone or online chat for hours, but all they can do is exquisitely apologize for the inconvenience. They opened several tickets on the case, but each time I get a new rep and I have to explain it all over again. They still won't give me the date I can have my phone back. They claim "the warehouse is still working on the case". To my mind it is fraud - to sell a locked phone as new & unlocked, and not to resolve the problem promptly, once caught.

  Business Response

  Date: 09/01/2023

  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: 09/01/2023

  
  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:08/28/2023

  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.

  Multiple web-chats (some lasting 2 hours) trying to get voice mail DISABLED on my account. Escalated to "back office team", was told it was disabled, it was not. Another 2 hours web chat today, same really terrible support. Recently switched from another provider, but may just have to change back... better to have "terrible" support than "really terrible" (Mint) support. The last 2+ hour chat ended with "... please contact your mobile services." I explained that Mint *is* my mobile service, but it didn't seem to resonate with Mint support. Transcript uploaded.

  Business Response

  Date: 09/01/2023

  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:08/27/2023

  Type:Sales and Advertising 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 changed mobile carriers based on information on a webpage that was inaccurate. I saw Mint had a deal offering $15 a month unlimited plans. I had been with my current carrier for 5+ years but this kind of pricing was something I couldnt ignore. I wanted to make sure this was something that was a long term investment. Upon checking the website, I saw an *** page that said, Mint Tip: You can lock in our introductory 3-month pricing by renewing for 12 months. This plain language was appreciated. On 8-26-23, I decided, based on that information, that I would make the switch. I found out after switching that the 12 month plan renewal amount was much more than $15 a month. After speaking to multiple customer support representatives, I received the same answerthe introductory 3-month pricing referenced in the *** was referencing their NORMAL 3 month introductory cost and not the current deal. That being said, I made a purchasing decision based on the *** information on the page. Changing carriers is a big deal. I want to have a positive relationship with this company but this experience has left me feeling like I was deceived into changing carriers.

  Business Response

  Date: 08/31/2023

  Hello,
  

  We have taken steps to compensate the customer for the inconvenience.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 08/31/2023

  
  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.

  I appreciate the companys sign of good will and will consider continuing to use their services in the future.

  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:08/27/2023

  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.

  Complain about Mint Mobile!!!On Aug-18, i receive one trial sim card from Mint, and i active the card, then i successfully transferred to my own phone no. ************, after that, i choose the full plan 15G/M to arrange the payment, i add my credit card of BOA, but this payment was declined by ***, at the same time Mint APP i can't log in anymore, because i stuck in the payment and my number is just trial plan so i don't have the account access to renew payment method.After i calling them many times, on Aug-21, i successfully renew my payment card by the tech support, so mint mobile charge me successfully $52.01, but i find they just give me 5G/Month, it's not my choice!! 5G/M, 15G/M, 20G/M, Unlimitted/M, all is the same price for the first 3 months, why you give me 5G ONLY? So i keep calling them, 5G/M is a mistake, i need is 15G at least, after 20 times call, they agree to give me 15G/M, but another problem is coming, they charge me another 30$, they told me it's my request to upgrade from 5G to 15G, Can you believe this logic??? Then i keep calling them, you don't have the right to charge me another 30$, i paid 52$, and i need to get 15G/M, it's your mistake from the beginning. 5G/M is you give me not my option!!On Aug, 26, i find the refund of $30 is on the way, but Mint told me ************* has been expired because i requested to refund so i lose the full plan....So now i have been charged $52, but i don't get any plan to use now, and my phone no. can't use!!!

  Business Response

  Date: 08/31/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 08/31/2023

  
  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:08/26/2023

  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.

  Paid for * months of service with unlimited and 5g. Complain about slow service and corrupt cops hacking my phone, then my account gets flagged as fraud on friday night, right when the fraud department goes home for the weekend. How conveinant, you expose corruption and unlawful activities, in attempt to preserve the little rights we have left in this country and world, and they retaliate and shut my service off on a weekend, leaving me stranded with no way to contact a ride or answer any work calls. What if theres an emergency? I paid you for services and did not recieve them, and when i demanded a refund, they expect me to go online and give them account information. On an account im locked out of because of them. Also that requires internet to access the account. Which they have shut off. Its a horrible scheme and trap they have you in. I pray for the others, that they unlawfully gain profit and power from. Im going to make it my life ****** exposing corruption and abuse of power, because all of your retaliation, proves your guilt. Disgusting. The worst is the 4 agents who constantly referrred me to call a number, that when you call, they say they are currently closed, So you wait on hold, give them your number and name and ema * different times, then they hang up, or give you the run around and forward you to a number and machine that hang *** on you. This is days and hours of time wasted on their system refusing refunds and misleading customers, changing agreements and amounts, "sluggish" data. I wanted a refund and they also forwarded me to information i cant recieve because of their restrictions on my account. Steal my money, steal my phone, steal my life. Its sickening the amount of collusion and corruption gong on in this world, restricting people and trapping them, based on unlawful predictive and political decisions. H*1*1*7*1*9*5*9*2H, i thought ************************* was a good person. Biggest Scam Artist in the Country, or ******. Very sad. H*******0*7*2*8*8*4*6H RETURN $

  Business Response

  Date: 08/31/2023

  Hello,
  

  We have contacted the customer to provide steps to reactivate their account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/26/2023

  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 switched to Mint Mobile earlier in the year, and at first the service was okay-ish. A month later I purchased the year plan for $388.79 on July 2nd. The next day I went to ******, July 3rd. In ************ I paid $24.02 for international roaming with never worked the entire time I was there. Upon returning home (********, ** not exactly the middle of nowhere) my service was horrible. I contacted customer service four times to resolve the issues and not once did any of the tech support fix the issue. I tried to cancel the service, within the 7 days of July 2nd and got nowhere. No reply. I waited online for 2.5 hours and was never connected. I called and waited on hold for 45minutes and also never got ahold of anyone. This is my business phone, I am missing calls, getting voicemails days after they are left, and text messages 3 hrs after they are sent. The last communication I had with a customer service agent they told me to use wifi calling as their service in my area was "not the best". So essentially "don't use our service". So now I've paid $388 to make calls using my internet connection which I already pay separately for.

  Business Response

  Date: 09/01/2023

  Hello,
  

  In regards to this concern, we have confirmed that the customer is currently utilizing data as part of their service plan.  However, we have also verified that the customer is located in an area that *** be experiencing limited coverage so this could negatively impact their service intermittently.  We will contact the customer to offer assistance.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mint mobile sim card run crashed and was trapped in SOS mode. I tried to contact the agents in the Mint app, but the responses were slow and unhelpful. What's worse, the agent directly shut down the chat session without fixing my problem or asking for my consent to stop. I have to ask for another agent and wait in line again. The troubleshooting has taken more than 10 hours, and merely the chat with their agent take 5 hours, but the problem is still unsolved. Can not believe such impolite agent and vulnerable network service.

  Business Response

  Date: 08/31/2023

  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:08/26/2023

  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.

  We bought a phone on 7/18/2023. It was fraudulently sold as a new phone, but was actually used. It is defective and has no access to data unless on a Wi-Fi network and cannot make phone calls. It often does not receive calls. The company has been "trying" it's o resolve the problem for over a month. We did not realize that the phone was defective until I thought to switch the *** card to another phone. I informed them I wanted them to a nd a new phone, and that we would then return this one. They have used a number of delaying tactics such as asking for the **** number, the order number, name and address on the order, the amount of the invoice, and a copy of the expired warranty information. Almost all of these his information is available in the complaint we have been trying to resolve for over a month. They'll made no movement until we filed the complaint on BBB. We have told them we need the replacement phone before Thursday, August 30. They are making no attempt to to constructively resolve this matter, and we are frustrated beyond belief. We want the new phone before we return the defective one. It is jot an unreasonable one and we want this resolved I'll diately.

  Business Response

  Date: 08/31/2023

  Hello,
  

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

  Thank you,
  Mint Mobile