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:08/22/2023

  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 renewed my introductory 15GB 6 month Mint Mobile plan on 8/13/23. By 8/18 I'd received a text that I'd used 80% of my data for the month. On 8/20 I received a text that I'd used 100%. Between 8/18 and 8/20 I had my phone on WiFi 100% of the time except for 2 instances of using ****** Maps for less than 10 minutes total; absolutely not enough to consume that much data. I'd received an email from Mint prior to renewing my plan that stated I had averaged 6GB per month in my first 6 months with them. I had been an **** customer for 10+ years prior and my data usage was always in that same range. I am not a data "power user". I never exceeded 15GB in my first 6 months with Mint, and from 8/13 onward my device and data usage did not increase, I did not download new apps, and WiFi assist and background refresh remained disabled on my phone. I assumed my data usage after 8/13 would actually be lower than usual because I enabled WiFi calling when I renewed my plan. I believe this is an error on Mint's end because I have seen numerous reports online of this exact issue from other Mint users; data being rapidly consumed despite no change in usage. I attempted to chat with CS on 8/21; the assistance was incredibly slow (nearly 3hrs on chat with 10-30min agent reply delays) and neither agent I spoke to was able to address this beyond saying someone would contact me later. Meanwhile, I have an unusable device without WiFi (GPS, etc.). One agent, ****, offered to add $20 credit to my account as an apology but it is not reflected post-chat. The other, *****, said that records showed that my data had been reset to 15GB on 8/13, but that I used over 6GB the same day. There is no way this is possible. He refused to send me a copy of those records. I'm extremely frustrated and do not believe I am getting the 15GB/mo I paid for; there is no way I've used 15GB in 8 days with my typical device habits. It sounds like I'm not the only one with this issue too, which points to a Mint issue.

  Business Response

  Date: 08/25/2023

  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: 08/25/2023

  I received an email from Mint Mobile yesterday that essentially just said they are looking into the issue, but no resolution was offered. They did not say they would follow up with me, and the email stated that my ticket would be closed in 48 hours if I didnt reply. I have also been contacted by Mint via phone since my original complaint and had an extremely negative experience with customer service. I was essentially told there is nothing they can do. I will respond to the email from the company with details about my customer service experience. Overall, I am not satisfied with Mints handling of this. I have filed an FCC complaint because I do not feel I am getting the service I pay for. The company is refusing to address the issue while trying to upsell me on an unlimited data plan or additional data packs. 

  Business Response

  Date: 08/31/2023

  Hello,
  

  In regards to this concern, we have contacted the customer via email on 8/26/23 with the resolution.
  

  Thank you,
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:08/21/2023

  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.

  In May, 2023, we entered into the contract with Mint Mobile for two lines, unlimited, for $30.00. In August I we were prompted to 'renew', and we did, extending the 3 months to 12 months, for $360.00... $30.00 for two lines, unlimited. However, Mint only renewed ONE of the lines for the $360.00 (paid in advance). Then, they made changes to new contract, and added new charges... $127.00... without my consent. **************** is No Help... only asking if there is 'anything else they can help with'. No Explanation. No suggestions on how the Renewal went so wrong.I'm feeling cheated.

  Business Response

  Date: 08/25/2023

  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: 08/26/2023

  There has been no response... difficult to accept an offer that has yet to be made.  

  Business Response

  Date: 08/31/2023

  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: 09/01/2023

  Still waiting... I will take this complain to the FCC.

• Initial Complaint

  Date:08/21/2023

  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 ordered mint mobile service for my family, after installing the *** card, we had absolutely no service. I contacted for a refund, and was on hold for 45 minutes. After finally getting ahold of someone, they said they sent in a request for refund but I have yet to receive the email confirmation they said I would be receiving. I called back 2 days later, and they spent 20 minutes trying to find the order and said the refund was processed last week, but I havent received an email, or the money yet. I just want my money back.

  Business Response

  Date: 08/25/2023

  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:08/20/2023

  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.

  Conservacion ****** **** is a ************* registered 501(c)(3) nonprofit organization (see attached IRS designation letter and valid MA ST2 form). On 8/20/2023 I called MINT MOBILE sales at 12:14pm using the phone number ************. I was requesting information about plans, costs and services. When I asked about processing an ********* form for tax reimbursement on any purchases I was told "We do not do that and have no process". As Mint Mobile sells in the state of *************, they are responsible to follow all applicable state & federal laws, regulations and procedures.

  Business Response

  Date: 08/24/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 08/24/2023

  The service for MINT MOBILE is covered under the telecommunications taxes at the state and Federal levels. The purchase of the phone via MINT MOBILE does or does NOT charge state taxes? 
  
  I was asking about buying a full plan with phone included. 
  
  Please see: AP 101: Organizations Exempt From Sales Tax | Mass.gov sections 101.1.3. Use of the Certificate of Exemption (Form ST-2), Sales Tax Exempt Purchaser Certificate (Form ST-5) and Contractor's Sales Tax Exempt Purchase Certificate (Form ST-5C)

   

  "...Form ST-2, a Sales Tax Exempt Purchaser Certificate, Form ST-5, and a Contractors Sales Tax Exempt Purchase Certificate, Form ST-5C.  An exemption certificate is effective as of the date on the certificate.  In order to obtain the sales tax exemption, members or employees of the organization (or contractors working for the organization) must present these certificates to the vendor, unless an official **** Government bankcard is used.  See AP *****, Sales to *****************...."

  Business Response

  Date: 08/31/2023

  Hello,
  

  In regards to this concern, we have determined that forms MA ST2 and ST5 need to be completed by the customer to claim exemption from the sales tax with their fed ID#.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/01/2023

  And so we get toy original complaint ... AGAIN: 

  When I call your customer service number to buy a plan & phone THERE IS CURRENTLY NO MECHANISM by your representatives to submit a ST2 and ST5 form before the purchase. 

  I called again today (9/1/23') and was told AGAIN you do not accept these forms or have no way to process them. Additionally, there was no one I could be put in touch with to resolve this complaint.

  Please provide me with the appropriate knowledgeable staff person at Mint Mobile who can process these forms before our purchase. 

   

  *************************

  Business Response

  Date: 10/02/2023

  Hello,
  In regards to this concern, we have explained to the customer that the requested tax forms must
  be completed by the person/entity filing the tax return. According to our Accounting department,
  MA ST2 and ST5 forms are resale certificate forms completed by wholesale customers that plan
  to resell products from Mint Mobile. These forms would not apply to an end user customer..
  First, the exemption is for state sales taxes. We charge telecommunications taxes at the state and
  Federal levels.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/02/2023

  Tbis is both incorrect and inaccurate. I suggest you visit the appropriate link to ******************* government I previously sent you in the form of a hyperlink. This link contains a "beginners guide" to businesses using, accepting and processing the appropriate forms to withhold ******** sales tax on items like e.g., cell phones/hardware. 

• Initial Complaint

  Date:08/19/2023

  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 pay for an "unlimited talk and text" plan with 5GB of data from Mint Mobile. However, they often block my texting abilities because I have "texted too much." Unlimited means... without limits... This has happened twice now. The first time I called and they fixed it right away, but this time they are telling me that they can not fix the issue until the next billing cycle, because I have reached my limit on text messages for the month. Doesn't seem too unlimited to me.

  Business Response

  Date: 08/24/2023

  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: 08/25/2023

  
  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:08/19/2023

  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 Feb 23,2023 I paid Mint Mobile $201..12 for one year service.On May 16,2023 I had to switch to T-Mobile because the phone broke and had to be replaced.Starting May 20,2023 I made several call to Mint Mobile for a refund and finaly I was informed by them by phone. that I am not *********** refund or credit. .I appreciate your help on this. I live on Social Security and this is a lot of money for me.Thanks

  Business Response

  Date: 08/24/2023

  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 **** business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/19/2023

  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.

  8/11 Purchased 3 MONTH, 5GB PLAN - SIM KIT from Mint Mobile for $51.15.3-MONTHS | $15/MO Sim Type: eSim. Order Number MT3374527 Order cancelled and refunded.8/14 Purchased 3 MONTH, UNLIMITED PLAN - SIM KIT from Mint Mobile for $53.30.3-MONTHS | $15/MO Sim Type: eSim. Order Number MT3398869, Activation Code: 6B4A728C859 Install showed 3 MONTH, 5GB PLAN. Mint Mobile customer service confirmed plan and advised to complete install. No cell phone service. 8/15 Cell phone service activated then lost shortly after. Received 3rd eSim. Installed with no cell phone service. Mint Mobile customer service advised they cancelled cell phone service because eSim for 8/14 purchase was for 8/11 purchase that was cancelled and refunded. Mint Mobile customer service stated that a renewal would need to be purchased to reinstate the service and keep my cell phone number that was ported to Mint Mobile even though I made a second purchase and Mint Mobile caused the loss of service due to their error. Mint Mobile would not take any corrective action and gave no other option so I paid the additional $82.22 renewal to secure my cell phone number. I then ported my number back to ******** am seeking a refund of $53.30 paid on 8/14 for service I never received and $82.20 paid on 8/15 due to Mint Mobiles error for a renewal for service I never received to secure my cell phone number.

  Business Response

  Date: 08/24/2023

  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 **** business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 08/25/2023

  
  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:08/18/2023

  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 8/14/2023, I called Mint mobile customer service ************ ordered (3) new Sim cards, adding (3) new lines for my family members and I was told I should receive them on Thursday, 8/17/2023 via FedEx.Not only I did not receive my order, when I called back to check the status on my order, I was told they could not locate my order, despite I provided them with my new account number, my credit card numbers and my name and address. However, they did charge my credit card for the amount of $172.51.Vey bad customer service, every time I called, I heard very loud background noise and I had to repeat my questions/concerns multiple times. Bottom line, stay away with Mint mobile, find another carrier.

  Business Response

  Date: 08/24/2023

  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:08/18/2023

  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.

  Chat Representative mishandled my Mint Wallet. Before chat with ******, I had $120 in my wallet and $25 in referral credit.After I chat with ******* on August 17, I had $5, no referral credit, and $20 in data roaming (Which I didn't ask to purchase, but he went ahead and purchase - WHAT?)The $20 is still sitting in my account because I don't need it and don't use it.On August 18, I chatted again with ****, chat #********, he was trying to correct ******'s action, but said "unfortunately, you're right, no one in our department is able to reverse the actions that ****** took".I need someone to reverse his action and just put everything back to my account before I chatted with ******, Simple and easy.

  Business Response

  Date: 08/23/2023

  Hello,
  

  We have resolved this issue and the account should reflect the updates.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/18/2023

  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.

  We signed up to Mint Mobile on July 28, 2023, based upon representations that our area had fair to good service. We tried to activate our service on July 30, 2023. After more than 20 hours of trying to activate the service, we found out that our area did not have the service. We cancelled the service on July 31st and requested a refund. We have followed every step required by Mint Mobile and received an email from them on August 2nd, 2023 indicating that we would receive our refund in 7 - 10 business days for the money to appear in our business account. On the 11th business day, August 17, 2023 we called Mint Mobile to inquire about the status of the refund and we were told several contradictory statements. The 1st was that our credit card company had the refund and that we would have to contact the credit card company to okay the refund. When we pressed the agent on this response, they informed us that the refund should be processed in 24 hours, (which is outside the 7 - 10 business days, but we just want our refund, nothing more, nothing less, so we waited). The next day, (today, August 18th, 2023), we called, and received the same 2 excuses. We do not understand why this process is to complicated. We did not buy a new phone from them, we have nothing to return to them.

  Business Response

  Date: 08/22/2023

  Hello,
  

  In regards to this concern, we have taken a second look into this matter and a refund was recently issued. Please allow up to 7 business days for the funds to be credited back to the customers account.
  

  Thank you,
  Mint Mobile