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:08/25/2023

  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 purchased 3 months of cell service from mint mobile online on around 7/25/23.on 8/25/23 tried to make a call and could not dialed 611 and and heard a recording saying i owe a bill to continue service so i prompted to speak to someone to clear it up they said take out sim card and turn phone off when i did that and put back and cut on now the phone is no service at all so i call back and try to get help and everyone i talked to stalled delayed and denied me service i want my phone number and my money back they are refusing my port info in various ways

  Business Response

  Date: 08/31/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/25/2023

  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.

  One week ago today, August 18, 2023 I was assured thru an online chat that I would be credited for my recent purchase. Even though I had confirmed my mobile phones compatibility in advance, I couldn't get either of the 2 SIM cards I ordered to fit. The Mint customer service rep told me my phone wasn't compatible. I requested a refund and was assured I would be contacted within 48 hours to discern how I would be refunded. The credit card I used to purchase has been closed. I will need a check or to provide a different credit card number. I can't get a customer service representative on the phone to provide the necessary information. The return will be over $400.00.

  Business Response

  Date: 08/30/2023

  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: 08/31/2023

   A refund has yet to be issued. We're in progress. However, it's not resolved.

  Business Response

  Date: 09/06/2023

  Hello,
  

  In regards to this concern, refunds were recently submitted and should reflect on the customer's account within 10 business days.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/25/2023

  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 1 year plan from this company. Due to the coverage issues, no data or poor data connection. I request my remaining balance to be refunded. But they did not answer to me. I would like to get my money for remaining months. I am asking for the months that I used. I canceled my service on July. I would like to get my money back.

  Business Response

  Date: 08/30/2023

  Hello,
  

  In regards to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 10 business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/24/2023

  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.

  Spent hours on the phone and chatting with them. First they were unable to help me set up my esim and after six hours I gave up. Then it took my another 4 hours to get my account number after speaking with several customer service agents on chat who refused to assist me so that I could turn my phone on with another carrier. Complete and absolute garbage. As soon as I can get my phone back on, I will be posting screenshots of my conversations on social media to warn everyone to stay away from this company. Make sure my account is cancelled and my money is refunded.

  Business Response

  Date: 08/29/2023

  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:08/23/2023

  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.

  8/21/23 - 8/23/23 While transferring from Cricket to Mint, Cricket gave me the unlock code. They have verified that phone is unlocked. Mint has no option for emailing customer service. I contacted them at 7:12 pm. The first person hung up on me because while I may have to wait 10 minutes for them to answer me, they only waited 3 minutes for me to answer them and then they ended the chat. For 2 1/2 hours I have been asking them for the *** and MUK numbers to unlock my phone. They will not give me the numbers even though I own the phone, Cricket has done their part, and I'm already paying Mint and have their sim card. At 9:47 pm, the rep informed me that he put something in wrong and locked my account for 4 hours. **** refuses to do the following even though I own my phone, ******* has done what they need to do on their end, and I'm already paying MINT and have their SIM card. 1. Provide me with a *** code, despite asking for 2 1/2 hours 2. Provide me with an MUK code 3. Provide me with an unlock code I have no way to make phone calls. My number cannot be used because it's tied up by MINT. I cannot call my son's doctor. I am missing phone calls and appointments. MINT has stolen money from me by not giving me the codes for my own phone. They have stolen time and appointments from me.

  Business Response

  Date: 08/28/2023

  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: 08/28/2023

  We received the email from Mint saying that they will refund our  money. We have responded to them several times that we accept the refund. They have not refunded ** or responded to our emails that were a response from them. 
  
  In addition, the sim card promised on August 23 by a supervisor has still never arrived. She said it would be sent right away and arrive in 24 hours, so on August 24th. It's now August 28th and the sim card has still not come. This is under ticket number L2-38463, which was created before we decided to cancel every single thing with Mint and go with a more professional company. 

  Business Response

  Date: 08/31/2023

  Hello,
  

  In regards to this concern, the refund was approved on 8/29/23 and should be reflected in the customer's account in **** business days.
  

  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:08/23/2023

  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.

  Order wireless service for 3 existing lines and two new iPhone 14 plus. Called support on 8/20/23 and they was on the phone with them for over 4 hours. The agent had put the same phone number on all phones but was unable to figure out how to fix this mess. I was so frustrated and my husband and I need our phones for work or we cant work, I missed my shift on that day due to Mints incompetence. I requested a complete refund on the service and products I purchased. He said I could do that and said I would get an email within 24 hours with info on making the returns it never came. So on 8/21 I called back and spoke to a different agent for over ************************************************ their system. She promised me I would get that email within 24 hours so I could make the return. I told her if I didnt receive email I would have to take more serious action my filing complaint. I have not received the email so I can proceed with the refund/return process. It turns my stomach that I will have to call them again, I dont have hours and hours to keep dealing with this problem I feel that these actions on Mints part are deceptive and I only want to get this resolved. Their policy is a refund within 7 days. Im not sure if they are trying to run this time out. My order number is MT3423057. Please help me resolve this issue. If you need further information please let me know. Thank you.

  Business Response

  Date: 08/28/2023

  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: 08/29/2023

  
  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:08/23/2023

  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.

  This pertains to the complaint before this one. I just checked my bank account and it looks like MINT made 2 withdrawals for services.I only signed up for 12 months service and my account shows 2 charges. 8/21 and 8/23 (today). Mint should remove one of those charges.I don't have money to pay them 2 X's.This is a crappy company with crappy software.

  Business Response

  Date: 08/28/2023

  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: 08/28/2023

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

  Dear BB:  A refund was issued by Mint.
  

  
   

  
  

• Initial Complaint

  Date:08/23/2023

  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.

  On / about 8/16/23 I made a $180 payment for 12 months of service. On 8/19 I had to travel out of town and when I turned on the cell phone it had no service. I noticed that the payment I made wasn't in my checking account.Called ****************** Support on 8/19 and got the service restored. They had the credit card, but for whatever reason it didn't go through and Mint had sent a text message saying there was a problem. So when I called on 8/19 the ** told me it was restored and I got a text message stating so. I went about my business for about 4 hours and then the service went out again. I was on the phone with ** and they walked me through getting the cell phone "reset" and updated the software.I was good to go.Then today 8/23 I checked my checking account and the $180 was not charged. I went to Mint and there was a "pay now" payment due for $180.WTH is going on with MINT? I am using a desktop computer but it shouldn't make a difference. I keep paying them and they keep dropping the service.I'm ready to leave MINT and go to another carrier.I want somebody to straighten my account out and take the $180 or else I will walk to another provider.

  Business Response

  Date: 08/28/2023

  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: 08/28/2023

  
  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:08/22/2023

  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 am filing a fourth complaint against Mint Mobile for failing to transfer my number ************* to ***** Mobile from July 13 to August 22, 2023. Despite their assurances on July 13, my number was never transferred until I switched to US Mobile on August 22. Mint Mobile's customer service consistently assured me that my number was free to transfer to ***** Mobile, yet it was never successful. Their $83.91 unauthorized transaction on July 31 further worsened the situation.Key evidence:1. Mint Mobile's unauthorized $83.91 transaction on July 31, ******. A screenshot confirming that my phone number ************* cannot be ported to ***** Mobile. Please check the status of the phone number with your current carrier/Mint Mobile on August 4, ******. Email from Mint Mobile's ***************************** suggesting a reset for the issue, dated July 29, 2023.These incidents show Mint Mobile's consistent denial and misinformation. I lost $29 due to their failure to transfer my number to ***** Mobile. Their service entirely breached my customer rights from July 13 to August 22.I urge the Better Business Bureau to hold Mint Mobile accountable for their actions and refund the unauthorized $83.91 promptly.Thank you for your attention. I await a swift resolution.

  Business Response

  Date: 08/28/2023

  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:08/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem is simple, I purchased a phone a ****** Pixel 3 for a family member with the intention of activating it on mint mobile. I contacted them first ensured that this device was compatible and that I could use e-sim for quick activation. Once the phone came in I purchased the plan. Attempted E-sim activation only for it to fail. Well perhaps I made a mistake I thought. Despite my 15 years of experience in the IT field it's been known to happen. So I contacted customer service. I spent over an hour before I got to a representative, who then led me through the usual pre-canned troubleshooting and finally reissued a new e-sim which would take a few hours to arrive. I attempted the activation again this time following the instructions to the ** Alas errors again. I contact support again, they seem to think my phone is locked, but that can't be as my father physical mint mobile sim works fine. At this point i've spent over 5 hours on the phone with support and hold music. I ask them to simply send me a sim card, something you can get by signing up for a free trial, without any cost. They want 10$ for this service. I refuse and request a refund which has now been denied for being outside the 7 days, despite the service never being activated or used. I simply just want my money back.

  Business Response

  Date: 08/28/2023

  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