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:07/16/2023

  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.

  Order # MT3142724: I requested refund 7/10 online; rec'd email asking what kind of Sim cards to be refunded; I replied; heard nothing; forwarded that email back to Mint to ask that someone call me...no one did. I called 7/13 and explained the situation to rep; she said the refund would be processed and I would receive an email the next day (7/14) and she would call to follow-up...neither of which happened. Received another email 7/15 asking what type of Sim cards were to be refunded. I replied to that email with the information and at the same time called the *****#. I am still on hold as I write this -- 60 minutes. I've talked to a rep who asked me several questions and said I would receive an email confirmation. I told her that's what I was told the other day and never received anything. I asked her when I would receive that email and she put me on hold -- I've been on hold since that part of the conversation for over 30 minutes. I want my refund for the service that I never used. And their customer service is horrible. I want my refund and I don't want to have to contact them ever again. I'm fairly certain they put me on hold hoping I was going to hang up, but I'm still on hold!!

  Business Response

  Date: 07/19/2023

  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:07/16/2023

  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.

  First Transaction MT2588300 on 7/19/23 for $387.87 for a Family Plan for lines as follows: ************ for *************** ************ for 5G; ************ for 20G; ************; ************ for 20G. Today, I needed to decide on any changes before the plan period ends on 7/19.23. That info is neither on their website or via their mobile app. I used both their online chat function and spoke with two people on their Help line. Only then, was I told that it was not set up as a Family Plan, giving me ability to monitor data usage and pay for the service. This is fraud, so I decided to switch to another carrier. Mint refused to give me the account number and transfer PIN for three of the lines, insisting that the only way they will do that is to send a code by text to each separate number. The Family Plan Interesting that they would have allowed me to pay for all five lines AND to renew all of them, but won't give me the account information. Again, they were all supposed to be in one account, under their "Family Plan." They will not tell me what the total amount of data usage is for each line. In summary, I did not get what was promised (Family Plan) and I am unable to transfer all numbers to another carrier because they won't give me each account number and a PIN. If the Family Plan had been activated as I ordered and paid for, none of this would have been an issue. If I started as a new customer I would be provided with ************** for $15/month. Since it was their error in not setting the lines up as a Family Plan in the first place, I asked them to give me the new customer pricing going forward. They refused. I paid for a plan and was not provided with what is listed in their terms. They are withholding information about my purchase they will let me renew the lines, but won't give me the account numbers. Their advertizing is fale and their online text and the two people on the Help line all refused to acknowledge their mistake.

  Business Response

  Date: 07/21/2023

  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: 07/24/2023

  Two more phone lines have stopped working. When I tried calling the support number listed on the website, ************, I get a recording with a series of advertisements. After listening to all of them, I was disconnected. I tried this twice.

   

  I also tried using their online chat function and again, no help at all.

   

  Rather than accept the response from Mint, I would like to escalate my complaint. I had to wait about ten minutes before I got an agent, and still, no help at all. How can I do that?

  Business Response

  Date: 07/30/2023

  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 
  

  
  

• Initial Complaint

  Date:07/15/2023

  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.

  Bought phone the first week of May 2023, order #MMO_1028171. Within about 5 days or sooner I notated there were problems via email and phone contact. About 5 weeks ago, the pre-paid phone time was finally refunded ($45), but the exchange of the S22 CAT flip phone never occurred. The keypad double clicks numbers and Mint said it would work itself out. Need replacement phone sent out, so defective phone can be sent back in return box, like normal companies do at Amazon, HP, ***** Etsy, etc. This is a $79 dollar phone, not $600 phone , so they should be relieved.

  Business Response

  Date: 07/21/2023

  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: 07/21/2023

  Below are emails to mobile phone company. They NEVER advertise that they will CHARGE you to send defective phone THEY sent you? (I ***************** 'faggot" ******** dies of AIDS)

  ------------------------

  Mint/Paola-
  If I send the phone back (S22 Flip Phone), I will NOT have a phone for 2+ weeks.  Why would anyone do that. A normal company sends a replacement phone along with a pre-paid self addressed box with mailing label inside and/or email that has printable mail label.  If the original phone is not sent back in the box, then the customer is charged the cost of the phone.  This model is executed thousands of times a day worldwide by ********************** TMobile (now tentatively  apart of Mint), etc.  I am not certain why Mint does not do that. Once again, send the replacement phone to replace this defective phone. This matter will STAY OPEN at BBB until resolved.
  *************************

  Business Response

  Date: 07/27/2023

  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: 07/27/2023

  BBB - I want to make certain the credit to the credit card does not credit back to the Seller.  Give it another week for the settlement to be final. Thank you.

• Initial Complaint

  Date:07/15/2023

  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.

  Back in March I terminated my contract with Boost because of increased prices. I moved to Mint Mobile in May. What a big mistake. First they told me they had service in my area. That is a lie and then they told me my phone was unlocked (which I already knew it was). Then withint one week I could not receive calls or make calls I had no service and couldnt do anything. I contacted Mint numerous times. Finally I told them just cancel it. You can keep the money just cancel the service. That was when I was told that it can't be cancelled until payment was due and i did not have auto pay set up. I have no auto pay set up. So, I realized this is a bad company. i have no idea why T Mobile wants to buy Mint. Anyway All I want is to cancel it and make it go away. I returned to Boost and they made me a great offer. Telephone number that was associated with Mint is **********. They also told me numerous times that I had service and my phone was unlocked until the last time I contacted them and they told me there was no service in my area and my phone was locked. Something is wrong with this company. Seriously, wrong

  Business Response

  Date: 07/19/2023

  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:07/15/2023

  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 have a contract with Mint Mobile in the US. When I traveled in June/July or 2023, I purchased $35 worth of International Roaming credits, but, after the first days, I could not receive or send texts or use data, despite troubleshooting my phone several times. I contacted ****'s support, but received no help and also no refund.

  Business Response

  Date: 07/20/2023

  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:07/14/2023

  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 customer service a couple of weeks ago to change my phone number, when I started sending it to people they told me that is was coming up under another name so I contacted mint customer service again, the person said they created a ticket and I would receive a call when it was fixed. Five days later nobody called so I called them back and I was told that they had to create another ticket. Then I called them yesterday to check on it AGAIN since I didnt receive a call and again they said they would have to create a ticket so I said no, I said I just wanted my money back and Id go to a different company. So I verified my bank information since it has changed since the last time I paid my bill and I was told that they have it and that it would be refunded back to that account. I have spent almost all day trying to get my money because the customer service people dont know what theyre doing, I just want my money back and to leave this company but for some reason they still havent given me back my money and closed my account.

  Business Response

  Date: 07/20/2023

  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: 07/20/2023

  they havent contacted me.

  Business Response

  Date: 07/26/2023

  Hello,
  

  In regards to this concern, we have been in contact with customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/26/2023

  no theyre not

• Initial Complaint

  Date:07/14/2023

  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.

  Started service with Mint Mobile on 6/14/2023. The service was spotty at best. We never had more than 3 bars of transmission strength. Most days one or 2 bars. On occasion a call or a text would go through. Called multiple time to fix the problem and only once did someone answer, Did not help. Have called many times since and have been put on hold for an hour or more with no answer. Today I got through to cancel the service and they would not cancel it.The agent said she would send a text to verify the account. I told her it wouldn't work because the phone doesn't work. Said I would have to let the 3 months service run out and they would not give me a refund. Said their policy is no refunds after 7 days.

  Business Response

  Date: 07/20/2023

  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: 07/22/2023

  I have received no refund. The rest is just lip service.

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

  Business Response

  Date: 07/27/2023

  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: 07/30/2023

  
  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:07/14/2023

  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 phone will not place calls when connected to WiFi. Mint mobile is saying this is because my phone is locked and that I need to contact my previous carrier to get it unlocked. But I bought this phone already unlocked from Amazon. And I've been using it with Mint for over a year! How could it possibly be locked when I've been using it for over a year and it works just fine when I am not connected to WiFi????? They refuse to resolve this issue.

  Business Response

  Date: 07/20/2023

  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: 07/20/2023

   This is a lie. I have received no such contact

  Business Response

  Date: 07/26/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to contact the customer with no reply. If the customer could reach out to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/26/2023

   This is a bald faced lie. No attempts to troubleshoot the issue I am experiencing have been made. I would be happy to see any proof or evidence that suggests any attempts have been made to troubleshoot the issue I am experiencing

  Business Response

  Date: 09/05/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to contact the customer with no reply at the number listed on the BBB form. If the customer could reach out to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 09/06/2023

   what's to accept? They never responded

• Initial Complaint

  Date:07/13/2023

  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.

  July 12 I renewed my plan for 3 months, July 13 My phone became unusable. Mint Mobile would not refund any of what I paid for 3 months for 2 days of service.

  Business Response

  Date: 07/19/2023

  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: 07/19/2023

  
  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:07/13/2023

  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 bought a new unlocked phone from Target (receipt attached). I also bought a sim card from Mint (receipt attached). The phone worked fine with Mint. However, it is now sim-locked to Mint so I can't change the sim card. I have been in contact with their support (call, chat, messaging, etc.) for a week now to unlock a phone that was not supposed to be locked in the first place. They refuse to do this.

  Business Response

  Date: 07/18/2023

  Hello,
  

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

  Thank you,
  Mint Mobile