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:08/07/2023

  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.

  Ported my phone number from T-mobile to mint mobile and it never worked and their IT failed to get my number back so I can't use the service that I paid for

  Business Response

  Date: 08/14/2023

  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:08/07/2023

  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 April 1, 2023, I ordered a new cell phone which included 12 months of service from Mint Mobile (receipt included in attachments). To the best of my memory, within two weeks the phone was received and activated. From the initial activation a crackling sound was heard on occasion through the phone speaker during a phone conversation. This noise was also heard by the other person on the phone call. Mint indicated the phone could be returned although they were not sure if it would still be in warranty through Mint. Their warranty is ONLY 7 DAYS. I needed more time to evaluate and confirm the noise and when and why it was occurring. Mint also said I could take the phone to a ******* authorized service dealer for evaluation. I drove the phone to the ******* dealer which is 32 minutes from my home. Dropped off the phone and returned to pick it up the next day. ******* could not repair the phone so it would now need to be shipped away to a ******* service center in *****. I explained to Mint I can not be without phone service for what I was told could be approximately 10 days for ******* to evaluate/repair/replace the phone and send it back to me. That is NOT ACCEPTIBLE and I explained that to Mint. I asked for a replacement phone be sent to me and I would return the defective phone once my phone service was transferred to the replacement phone. This is a brand new phone and Mint would not work with me to resolve the defective phone issue while not leaving me without phone service for a lengthy period of time. Most people cannot be without phone service for 10 DAYS! With no other option I elected to activate mobile phone service with another carrier, transferring my phone number from Mint, along with purchasing a new phone. I would like to be reimbursed $425.53 less the time I was using the ************ for approximately one month or $15.00.Thank you for your time and consideration. Please feel free to contact me should you have any questions.*********************

  Business Response

  Date: 08/11/2023

  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: 08/12/2023

  I did NOT receive anything from Mint regarding this issue. No correspondence, no money refund, nothing.  This is typical MINT - all promises, no results.  So frustrated.  Where is my money?  Where is there an explanation about what "resolution" there was??

  Business Response

  Date: 08/17/2023

  Hello,
  

  In regards to this concern, we have provided information for the customer to contact the device manufacturer since the device is still covered under warranty.
  

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:08/06/2023

  Type:Order 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 a new ******* galaxy s23 ultra on July 14th and it never arrived. It was lost in transit and **** will not help me and mint mobile is refusing to send another phone or cancel the original order so I can get my $1300+ back. Can you please assist? I need a phone as promised or the refund.

  Business Response

  Date: 08/11/2023

  Hello,
  

  In regards to this concern, the customer will need to file a claim with **** since they confirmed that they lost the package.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:08/06/2023

  Type:Billing 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.

  Charged three times for one account. I was told I would be refunded for two of the charges. One came through and then I was told they didnt see the other charges and there was nothing else they could do and my line became inactive due to the one refund.

  Business Response

  Date: 08/11/2023

  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:08/06/2023

  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 paid MintMobile on August 3 for my plan to begin that day. I signed up for the e-SIM, it did not work, so I immediately contacted support via a phone app I had to download (no service). They told me I would receive a new e-SIM that day and everyday since then I have called and been told the SAME thing. I have never received a new e-SIM so I have had NO service, unable to do business, for 4 DAYS. No idea if anyone has tried to personally contact me. They offer no remedies, have no one else to speak to other than tech support in *****. They told me tech ops would call me each day- nothing. This is starting to feel like a scam. I ought not to be charged for any of the days that I've been without service and at this point I have wasted HOURS speaking to these people or on HOLD! To top if off, I was told that each ticket was closed without resolution. Amazing. :-) At this point my expectation is to be reimbursed for the loss of my time and have a physical sim card shipped to me same day on Monday, August 7, 2023. I cannot continue to function on anymore unfulfilled "promises".

  Business Response

  Date: 08/11/2023

  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:08/06/2023

  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 the new customer anything for 3 months for $15 a month unlimited service. After experiencing horrible and practically unusable service, dropped calls, missing texts, data speeds so throttled you cant even check email and dead zones with no service at all I inquired about refund for the remaining 2 prepaid months. Was informed too late for a refund. I then asked about transferring service to another phone I own so I can get service I can rely on as I need my phone for work. I was informed in order to do so I have to have a credit card on file even though its for prepaid and I have no intention of renewing after the first 3 months. I asked and was reassured twice I would not be charged anything. After putting the credit card on file Im immediately charged $130. Complained within an hour of receiving a notification of the charge. Promised an expedited refund within ***** hours with a confirmation number. Now after 36 hours and no refund I spoke with customer service again and told this will take **** business days. Lies, misrepresentation, terrible customer service, terrible product and fraudulent charges. This company needs to be stopped.

  Business Response

  Date: 08/11/2023

  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:08/06/2023

  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 a 3 month unlimited plan with a free 3 month during xmas promotion in december of 2022. i was not able to activate this plan because my phone was not compatible. when i tried to get a refund then they mocked me when i was not able to get a resolution from customer service department. they said, "what, you want to speak with *************************? that is ridiculous!" i ended up getting off the phone and was very angry. i planned to file this then. but never found the time. i got a new phone finally and went to try to activate it and they said someone has already used it. they said it wasn't my name and or my email and they would not tell me who it was due to privacy policy. they told me to call back after i find out who used it. i told them no one could of used it cause i was the only one who knew about it. they just dismissed me after i told them i would not pay for a renewal on an account that was not registered to me. i paid $105.52 december 7th, 2022. so far they have wasted several hours of my amounting in several times that. i hope they focus their attention on their customers for once. the reviews on here are horrendous.

  Business Response

  Date: 08/11/2023

  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:08/05/2023

  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.

  Date Of Transaction 08/03/2023 Amount Paid ***** A calling plan I never got to start that process. Mint Mobile has no clue on how to run business or solve issues.I called them to cancel and they would not confirm the cancellation. On the call or online.I tried to give them many changes to resolve.Mint Mobile Account *************** is definitly False Advertisement. Because All I wanted is to get a line moved to them and they could even handle that. After 4 days of chats and 5 hours of calls.They keep saying they are documenting but they are not. would like my amount ***** fully refunded since they stressed me out and caused me grieve and possible money lose with my original vendor since I could not re-activate the same account.

  Business Response

  Date: 08/09/2023

  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: 08/10/2023

  Good day,

  Thanks for the prompt action.

  I cannot accept the resolution until the full amount is in my account.

  This company gave me ****, And I will not trust them.

  I got an email from them that it will take **** days.

  So, once I get that money on my account I will will consider accepting. Still does not justify the pain they caused me, but I will consider.

  $53.71

  So, I will give you a status 08/20/2023.

   

  Thank You.

   

  Business Response

  Date: 08/15/2023

  Hello,
  
  Confirming 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: 08/17/2023

  Better Business Bureau:
  p.s.
  

  Still does not change the fact that Mint Mobile is a horrible and a lying company. But I really no longer want to even think about them. They paid me my money with deductions. BUT I reserve the right, since I do not trust them that IF they pull a stunt I will report to you and use this case as the basis for my lawsuit.

  Many thanks for the prompt reply.

  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:08/05/2023

  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.

  Purchased a new phone from Mint Mobile in September 2022.Was told in July 2023 that this phone is "incompatible" with their network, and I was forced to purchase a new phone. (The phone purchased from Mint ... TCL A30 ... only partially works on their network.)The cost of this phone ($119) should be refunded to me.

  Business Response

  Date: 08/10/2023

  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: 08/11/2023

  It's true that the **************) contacted me.

  However, they told me to follow steps in my account on their site **************************** ... when those steps did not work.  Specifically, they said to click on purchase history and then select the record for the phone in question.  Their site does not show the phone in the account history, so I can not complete their steps.

  Subsequently, I received a 'return declined' email from Mint.  This email said the reason was 'changed mind'; I responded with the correct reason (phone does not work on the Mint network).

  These two contacts have not been satisfactory in resolving this issue.

  Business Response

  Date: 08/16/2023

  Hello,
  

  In regards to this concern, we are currently working to resolve this matter.  We will notify the customer as soon as we have an update.
  

  Thank you,
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 08/17/2023

  The business said in July 2023 that my phone was incompatible.  The most recent message from them (August) says that the phone is compatible.  

  The truth is that the phone is NOT compatible.  As soon as I placed the *** card in a different phone, the service problems disappeared.

  Mint should provide a refund for selling a phone that does not work on their network.

  Business Response

  Date: 10/02/2023

  Hello,
  In regards to this concern, we have confirmed and communicated to the customer that the device
  is compatible with ************* Additionally the order was placed on 9/1/2022 which is almost
  a year from the date the BBB case was received which exceeds the timeframe for a refund.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 10/02/2023

  The company (Mint) claims that they informed me that the device (TCL A30) is 'compatible' with their network.  Their message to me in July was that it was NOT compatible; the functioning of the device also suggests that it was NOT compatible.  Their staff was not able to make the device work, which also suggests that it was NOT compatible.

  It's true that it is now over 1 year since purchase.  However, the device never worked that well, though ****'s records do not include all the dates that I needed to get tech support.  Once I switched devices, all of the problems went away.

   

• Initial Complaint

  Date:08/05/2023

  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 paid hundreds of dollars to Mint Mobile for one year of unlimited data cellphone service. I switched phones and wanted to bring my service to my new phone. They couldn't activate my eSim because of technical issues on their network. They kept charging me for 4 different eSims, and their technical support couldn't resolve the activation issue. Finally I asked for my account number to transfer to another carrier, and was told they cannot provide it to me unless I give them 5 most recent phone numbers called. I explained that I don't have my old phone with the call log, and that I want to switch to a different carrier. I spent several hours on support with them, and they told me I have to go call my family/friends to detect the latest 5 numbers dialed.Terrible customer service! I want to be refunded for the 4 eSims that didn't work, and for the remainder of the year of service which I will not be using.

  Business Response

  Date: 08/10/2023

  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: 08/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I trust that the business will resolve it just like they said the would.
  
  Regards,
  
  *****************************