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:08/18/2023

  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.

  I am writing to urgently address a concerning matter related to my recent interactions with Mint Mobile's services. On August 12th, I engaged with a Mint Mobile agent who advised me to purchase an international roaming package costing $24.95, along with an add-on service priced at $21.Regrettably, two days after making these recommended purchases, my service unexpectedly ceased, leaving me without any connectivity or data. I had to resort to borrowing a phone to contact Mint Mobile's customer support. Shockingly, the agent gave a wrong information that I can continue using the service with add-on data. I submitted the refund because I did not use and am not be able to use the service. Later, I was informed that my request for a refund could not be granted, as it fell outside the company's refund policy window.This is deeply disconcerting, as the root cause of this predicament lies in the misinformation provided by a Mint Mobile agent. Despite the company's acceptance of their representative's error, I find it unjust that I am being held responsible for the repercussions of this misinformation.I am particularly concerned about the monetary impact, as I have been charged $24.95 for roaming and an additional $21 for the add-on service. It is evident that these charges are directly tied to the agent's erroneous advice, making the situation even more distressing.I earnestly implore Mint Mobile to reevaluate their stance on this issue and acknowledge their accountability for the misinformation provided by their agent. It is inequitable to expect customers to bear the financial burden of the company's own missteps.Given the circumstances, I kindly request an immediate refund for the $24.95 roaming charge and the $21 add-on service fee. The Mint mobile ticket number is *******.

  Business Response

  Date: 08/23/2023

  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: 08/24/2023

  
  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,
  
  Wanwisa Sakulsuwan
  
   
  

• Initial Complaint

  Date:08/17/2023

  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 mom was overwhelmed with her bills increasing and is easily frustrated and confused by technology.I convinced her to switch to mint mobile for an advertised bundle where she makes no payments for 6 months and then Pays $15/mo thereafter for significant savings. We chose a ******* a13 phone at a payment of $29/mo (retail value of $350 according to mint mobile.com) for 1 year which sounded like a great deal because her old phone battery dies and doesnt charge well.We transferred her number to mint, and when the phone arrived it did not work. Mint even facilitated a call with ******* saying its a manufacturer issue. ******* walked us through testing the phone and confirmed it is a bad/broken phone. ******* said it should be covered by mint for 40 days under buyers remorse.Mint mobile refuses to replace the phone and said our options are to either go out and buy a phone somewhere else and keep the service or to transfer to another company but we still have to go out and buy a new phone - they refuse to replace the phone. Meanwhile- my mom who lives alone has no phone but Mint has our $$.She has been without a phone for almost a week, and they said we will not get a refund until they receive the broken phone and then wait for about two weeks or so for the return to be processed before we get a refund. She now has a service with no phone.I spent an entire day and evening, talking to at least six international customer service representatives from ******************, including a supervisor, and none of them could help. Some of them were difficult to understand. It was extremely frustrating.They said they literally dont have the capabilities in their system to issue a new phone or fix the problem. My mother is elderly and I live over two hours away and this is a safety issue at this point. We want the deal we paid for without the hassle and without having to again go buy a phone somewhere else and wait weeks for a refund.

  Business Response

  Date: 08/22/2023

  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:08/17/2023

  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 bought a 3-month Mint sim card for my father because he is visiting us in the **. However, his departure dates changed after that and he will leave in 1 month now. So he doesn't need a 3-month sim card. I requested a cancelation by filling out a form on the Mint mobile website. They didn't cancel and refund. I did the same thing in 2 days. And 2 more days passed, and they neither canceled nor refunded. We didn't get any email about it either. We got the sim card via ****** but we didn't activate it, and we even didn't open the package. It is ready to ship back once they refund. My wife and I use Mint for more than 2 years. And there will be an annual renewal in October and November. But probably we will not use Mint anymore.We are not happy with their customer service.

  Business Response

  Date: 08/22/2023

  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: 08/25/2023

  
  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:08/17/2023

  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 have reached out to Mint Mobile multiple times to resolve an issue with my wife's phone where she is unable to receive SMS messages from ******* customers. After contacting *******, I was told to contact Mint Mobile and have them fill out a "Transition Intercarrier Text Messaging" form. I have call logs going back to when the issue started in May upon switching from Xfinity Mobile. Despite multiple conversations the issue has still not been resolved even though we have followed every troubleshooting step including swapping AND replacing the *** card as well as replacing the phone. On 8/7/23 I was contacted by the Mint Mobile back office and told that the issue would be resolved within 2-3 days per ticket number ********. By 8/17, the issue was still unresolved, and resulted in yet another conversation, this time with a supervisor (*****) in the technical support center. As this issue has still not been resolved despite multiple contacts and requests, and due to the overall incompetence and breathtakingly poor customer service of ******************, we are expecting a refund for the line ending in **** for services from 05/02/23 through the completion date of ticket L2-35580 pending a successful resolution.

  Business Response

  Date: 08/22/2023

  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: 08/22/2023

  This has only resolved one of the issues. I am not willing to close this complaint until the number mentioned is receiving SMS messages from all networks including ********

  Business Response

  Date: 08/28/2023

  Hello,
  

  In regards to this concern, we have reopened the internal ticket to resolve the texting issue.
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 08/30/2023

  We were contacted by someone walking us through clearing the cache on the phone in question. The original request to file a Transition Intercarrier Text Messaging form has continued to be outright ignored and disregarded. We have on ********* of ******* that this is what needs to be done, and it is continually ignored to the extent that we also have a complaint through the *** opened as well.

  Business Response

  Date: 10/23/2023

  In regards to this matter, please use the ChatBot in the Mint Mobile App or call us at ***************.

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 11, 2023, I switched my phone service and number from T-Mobile to Mint ($53.00). I opted for an e-sim to transfer my number, but I couldn't install it correctly. I then tried using a physical sim, but the issue persisted. As a result, I've been without phone service for almost a week. This has caused me to lose business, miss calls from family, and be unable to communicate while at home with my children. Despite troubleshooting for a week, I ultimately had to cancel my account and phone number. It's frustrating to have to deal with this as a professional. I believe that Mint should take responsibility for its service issues and compensate me for the loss of my number and clients.

  Business Response

  Date: 08/22/2023

  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:08/17/2023

  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.

  I CAN'T GET CUSTOMER SERVICE!!! IT'S TERRIBLE!!!!! I WAITED AND WAITED ON THEIR LIVE **** WHICH DOES NOT EXIST AT ALL. **BOTH** TIMES THEY CLOSED THE **** ON ME! I'M A NEW CUSTOMER AND I NEEDED HELP!!!! THE SECOND TIME I GOT SOMEONE, THIS DIRTBAG WHO CALLS HERSELF "HONEY" JUST CLOSED THE **** AND DIDN'T CARE! I NEEDED MY ACCOUNT NUMBER AND MY PASSWORD TO MY SIM CARD AND THEY JUST CLOSE THE ****!!!! NO WONDER WHY THEIR PHONE SERVICE IS RATED SO LOW! THEY SHOULD GET AN F FOR CUSTOMER SERVICE BECAUSE IT DOES NOT EXIST!!!! I SHOULD CANCEL THEIR PHONE SERVICE BECAUSE CUSTOMER SERVICE ***SUCKS***!!!! BUNCH OF LOW-LIFES WHO DON'T HELP AT ALL!!!!! I OUGHT TO CANCEL MY SERVICE!!! THEY ARE A SCAM WAITING TO HAPPEN!!!!!!!

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  THAT'S A BIG LIE... I was the one who called THEM up to cancel my service!  This phone company is a sack of shyt.  STAY FAR AWAY, people or you will get ripped off.  I have since filed chargebacks in case they didn't refund ALL of my money.

• Initial Complaint

  Date:08/15/2023

  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.

  On 7/30 I signed up for mint mobile. They require prepayment of 3 months service, which I paid. I then went about installing an esim which was unsuccessful. **************** said it would take ***** hrs to get a new qr code for a 2nd esim that was on 8/1. On 8/3 I contacted customer service, and they sent email with 2nd esim qr code. It didn't work either. I requested and paid for a sim card to be sent. I received it on 8/7. The physical SIM card didn't work either, invalid authentication code error. **************** did get it working on 8/7. It worked until 8/10 when the service cut out. On 8/11, I contacted customer service and they tried to get it working but failed. They then told me it was a local outage which was not true as a family member who uses mint a live less than 2 miles from my house had service. I then contacted customer service and canceled my service and requested a refund. Today 8/15 I received an email denying my refund due to being beyond the 7-day trial period. Total $ fraudulently collected is 65.

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/15/2023

  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 called mint mobile to order a replacement ESIM. They said it costs $3 and asked for my credit card. Then, they charged me $240 without my consent and didnt give me a new ESIM.

  Business Response

  Date: 08/21/2023

  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:08/15/2023

  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.

  Mint Mobile: We prepaid they refuse to reimburse what we have already paid. 1. Service: unfortunately Mint Mobile does not work well in our area. We had to restart our phones daily sometimes 2-3 times. 2. After sticking with it for a year we felt that we were missing important calls and text messages. 3. Mint mobile notes you can cancel but what they don't say is that any money that you paid in advance would be forfeit. It is a prepaid service 4. After we cancelled our service we waited for a refund that never came. I contacted them via instant messaging on their site. I was told they do not give partial refunds. In Feb 2023 we paid for a year for 2 of our family members. We cancelled beginning of August we feel we are owed the remaining 6 months that we had prepaid.

  Business Response

  Date: 08/21/2023

  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: 08/22/2023

  
  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:08/15/2023

  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 July 27th I purchased a phone protection plan for ***** total $83.74 after fees through all state which was advertised on my mint mobile account plan. However after purchasing the plan I was sent an email with confirmation about plan details which mentioned $149 per claim. I decided this protection plan was not beneficial for me at the time. I cancelled the plan the exact same day. I received confirmation of the cancellation from all state which the plan is through. The confirmation from All State was sent to me which stated "You should have received a refund for your plan from the retailer" meaning refund from Mint Mobile. Well I contacted mint mobile after the worst call ever they found my information and told be it will be processed. I waited 7 days and did not get refund. I reached out to mint mobile again on on 8/7 and i was told the process takes **** business days after a 2 day review period for approval for the refund. It's now been 20 days 12 business days and I still have not received my refund for $83.74.

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************