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:08/15/2023

  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.

  I purchased a yearly pre-paid plan with Mint Mobile in the amount of $202.91 on 04/19/2023. On 08/14/2023 I ported my phone number to a different carrier, disconnecting this line. I am now being told I cannot receive a refund for the eight months I pre-paid for that I will not be using seeing as I am no longer with Mint Mobile. I spoke with Realyn in customer service who advised me that " your account was already terminated due to you already transferred your phone number to other carrier, and as per checking here your last payment was last 04/19/2023 and since your account was already terminated we are not able to request a refund. I do not understand how a service that was paid for in advance cannot be refunded if that service if not going to be rendered. I will not receive those last eight months of service, therefore I should not be charged for them. I am requesting a refund of $135.27 which I believe reflects eight months of my twelve month plan.

  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: 08/31/2023

  Hello, I am writing regarding my complaint #********. I received notification through my complaint over a week ago stating I was to be refunded. However I never did receive the refund. I have been waiting the **** business days for the refund to appear in my account and have not received anything.

  Business Response

  Date: 09/06/2023

  Hello,
  

  In regards to this concern, we have resubmitted the refund request to the financial institution used for the original purchase.  Once they process, the refund should be reflected in the customer's account in 10 business days.

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/07/2023

  
  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,
  
  Serenity *********
  
   
  

• 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.

  On Monday August 14th, I attempted to switch my phone service from ******* wireless to mint mobile. Initially my intention was to take both telephone numbers which are currently with ******* and port them to mint mobile. I contacted mint mobile and began the process. Upon an attempt to activate the service and begin the process of porting the numbers, a representative whom did not provide a name stated that my order was incorrectly processed and had only been provided an activation code for one phone number and not two. After about 60 minutes of being on hold and being told that they couldnt do anything, I asked to av the order cancelled and be refunded. I was hung up on 3 separate times when requesting this information. Finally after calling back on my final attempt, I was able to speak to a person who was very *** and tried to avoid the issue by brushing me off and asking me to stay and try to resolve it, I said that in no good faith could I do that considering they could not even get the order straight from the start. This woman refused to process my order cancellation over the telephone and told me to go to the mint mobile website to do so.Her instructions told me that the website would ask for some very detailed information regarding my order and refund request which it only asked for a name and order number which I will gladly provide should it be needed in this complaint. I want my $782.64 refunded for service that never started. I have already disputed the charges with my credit card company.

  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:08/14/2023

  Type:Customer Service 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 07/11/23, I signed up with mintmobile.com for cell phone service [ Order #: MT3190849 ] and I paid $54.37 for 3 months of service. On 07/27/23, I ported my cell phone number out of mintmobile.com to another carrier because of the following problems I experienced with mint mobile service: i) coverage or service quality issue; ii) Dropped, missed or poor quality calls; iii) Missed or slow texts; and iv) ********** I investigated said issues and came to know that mintmobile.com uses the **Mobile's network and that **Mobile slows down mintmobile.com's customers whenever the network is busy; **Mobile gives priority to its own customers. Mintmobile.com failed to make said disclosure before I signed up for its service.

  Business Response

  Date: 08/15/2023

  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: 08/15/2023

  
  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:08/13/2023

  Type:Sales and Advertising 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 plan was up for renewal in July. It was set up to renew for 3 months. I attempted to update via the app and website to the six month plan. I repeatedly receive errors and it couldnt process. I tried calling and sat on hold for 35 minutes. I eventually had to end the call and go to sleep. The next morning my plan renewed at 3 months. I called and asked to change it to the 6 month plan. They stated they would end the 3 month plan and change to the 6 month plan. I clarified that I had a credit of 60$ and that would be applied. They assured me it would and there would be no interruption in service. A couple days later one morning I had no service at all. I panicked and just enrolled in the doc month plan at regular cost because I dont have any other method of communication. I called and tried to get someone to confirm the credit. I eventually got hung up on. I attempted to message the company via **. They stated I would receive the $60 credit. I never received it so I reached out again via **. They then explained they cannot do that and credited a new $60 credit on my account. It wasnt my fault I could not update my plan, or that I sat on hold, or the next day when I was assured everything would be adjusted and the credit would be applied, or when I had no service. I was my $60 credit refunded. I did everything I was supposed to do and I dont want to wait another 6 months to try to use it and then the same thing happens again. They miscommunicated with me repeatedly. I have screen shots of the ** conversation however they should have the phone conversations I had with th where I was told I would receive the credit. The credit they are referring to was the 3 month plan that got refunded back to me, not my $60 referral credit I had in my account. They had charged me for the 3 month plan and when they didnt fix it correctly and I purchased the 6 month plan they owed me for the 3 month plan. That has nothing to do with my referral credits in my account.

  Business Response

  Date: 08/18/2023

  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: 08/18/2023

  I cannot accept until I know that the refund has been provided. They have not provided me with a refund and stated they will look into it. 

  Business Response

  Date: 08/23/2023

  Hello,
  

  In regards to this concern, 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:08/13/2023

  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 turned on mint mobile August 1st paying for three months of service. On the 11th of August mint mobile turned it off illegally. I called to have my phone turned back on after almost two hours of being on the phone the supervisor told me to wait by my neighbors phone for one to two days for a call and mint mobile will turn the service back on after investigating and they will allow me to have it for the same price I just paid for it. I am still on the phone trying to get my service that I paid for turned back on, this is going on 4 hours.

  Business Response

  Date: 08/18/2023

  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:08/12/2023

  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 a month ago and was told that I would have great 5g service in my area because I live in a bigger populated city. The map on their website and the customer service rep I spoke to both told me I would have great service all the time. Which I do not. I have dropped calls and if I try to text or send a picture via text it either takes 5 to 10 mins to send if it even sends at all. If I go outside of my house I cannot use my phone to look anything up on the internet or use any apps because they will not load unless I am connected to wifi. If I'm in my house it still takes forever dir anything to loas on my phone even when I'm connected to wifi and if I turn the wifi off on my phone it still doesn't connect and I'm supposed to have 5g service! There have been multiple times where I've been in a grocery store or big building and cannot connect to use my bank app or send a text. This cell service is the worst I've ever had and I used to live in the middle of nowhere and still got better service with my other provider. I only switched because it said it had full 5g service and was cheaper but I cannot keep a service where I can't even contact my children if I'm not home or can never connect to anything when I need to. Half the time when I am on the phone and it hasn't dropped the call it will say I have 5g service but whoever hm talking to can barely hear me because I keep breaking up. This service worked fine the first week and a half that I had it but over the last 2 and a half weeks its gotten worse. I tried chatting with customer service after waiting 20 mins to chat with someone and only when when I got refresh on the app did it show the 7 messages I got from the customer service rep but they were gone So I had to call and sit on hold for 15 mins to talk to someone and when I told them the issues I was having they said it yeah I see you don't have the best coverage in your area. So I would like a refund so I can switch to a reliable provider.

  Business Response

  Date: 08/17/2023

  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:08/12/2023

  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.

  When I was renewing my account with ******************, I was charged $85.82 for "phone protection plan" without been informed. Contacted their customer service via On-line Chat (the only way to contact them). Was told I can cancel it on-line. Did the cancellation and waiting for the refund for 4 days. Spent many times and hours to ask their agents when I can get the refund, no one knew when or if I can get the refund. Just waited another hour now to chat an agent again. This time he told me to call Allstate myself asking for the refund! Mint Mobile was the one who charged me without my authorization. Then told me to ask a third party company to get my money back. This is definitely not a good business practice.

  Business Response

  Date: 08/17/2023

  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:08/12/2023

  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 already did a complaint about the issue here on the BBB. I wanted to cancel my service as it does not work in the area I live and they cannot fix it. They agreed to refund me for the service I am not using, and said I would get the refund in **** business days and they were very communicative UNTIL that time period passed and I received NO REFUND. Now they are not answering my emails.I want the **** refund.

  Business Response

  Date: 08/17/2023

  Hello,
  

  In regards to this concern, a refund was processed and the transaction ID provided to customer to confirm with the bank.

  Mint Mobile
  

  
  

  Customer Answer

  Date: 08/17/2023

  I have not received a refund and I have not been contacted by Mint since July 29th. I replied several times to the emails promising me a refund and have received no response. I don't know who you refunded but it was not me.

  Business Response

  Date: 08/22/2023

  Hello,
  

  In regards to this concern, we apologize for any inconvenience but the refund was not submitted until today and should be reflected in your account within **** business days.
  

  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:08/11/2023

  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 cellphone number of ********** was brought over to mind mobile but not until AGTER an ongoing issue with the port on Mint mobiles end. Their processes are slow, agents dont speak English well causing even more of delay in correct information and processes, and they were not helpful. With that being said, MINT MOBILE FAILED TO BEING MY PHONE NUMBER OVER TO MINT FOR SUCH A DELAY THAT IT IMPACTED THE **** I WAS ABLE TO GET A FULL REFUND OUTSIDE OF THAT 48 hour refund. It was their issue causing this and no one would resolve the issue. I had to cancel my service and lose money stolen from me for the months in advance they charge due to this port delay and not being able to use the service. Not only this but their service was completely horrible and not usable

  Business Response

  Date: 08/16/2023

  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:08/11/2023

  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 1 year service agreement with Mint Mobile for cell phone service which expires on August 12, 2023. Yesterday, (8/10/23) I tried to start a new service with Consumer Cellular and received a "release pin #****" from ****************** which discontinued my service with them. Unfortunately, when I tried to activate my service with Consumer Cellular, it was unsuccessful as Mint Mobile needed to "Unlock" their hold on my phone. I was told by Mint Mobile customer service agent that only their tech department could unlock my phone once they received the request ticket,CRT *****, and that it could take up to 24 hours to process.My complaint is that my $600 phone is completely paid for...my service with Mint Mobile has been discontinued and yet I am not able to use it and activate my new service because Mint Mobile has not "unlocked" it. It has been 24 hours and still they have not responded. Is this even legal? How can they control access to use a phone that I own?Are you able to help me? I just want them to release my phone so that I can activate a new service.My account number with ****************** is: ************ and my cell phone number is: ************.

  Business Response

  Date: 08/15/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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