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:07/13/2023

  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.

  Been a customer since 2017, have an annual contract. In the last 2 months the service has gotten progressively worse. Now, if I'm lucky, I get messages. I basically got the worse pager service that's really expensive. Same phone, same sim. It just quit. Called for a replacement and they're supposed to send a sim with a new phone. Well, the phone arrived, the sim did not.Mostly I get dismissed. I'd like what I paid for or my money back plus the 2 months for the service that has not worked much since May.

  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
  

  
  

• Initial Complaint

  Date:07/12/2023

  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 paid for a year of Mint Mobile service and am requesting a refund for the remainder of the term, as Mint Mobile has repeatedly turned off my service because of a mistake on their end. Due to how often Mint Mobile has mistakenly turned off my phone service, and how difficult it was to get it turned back on, I find Mint Mobile to be a defective, unusable product and believe I should get my money back. Today's date is July 12, 2023.I paid Mint Mobile $390.55 on Jan 25, 2023, for one year of pre-paid service. My plan expires on Jan 24, ****. My service has been shut off by Mint Mobile on three separate occasions, supposedly due to my plan being expired. My plan was absolutely and provably not expired during that time of service being shut off. It is a mistake in their system that keeps happening. The first two times, I had to spend days trying to get my service turned back on, and countless hours on the phone and chat with them. My service got shut off again, for a third time, on July 11, 2023. This time, I contacted them and said I want to switch services, and I would like a refund for the remainder of my service term, as I am not receiving the phone service that I have paid for. They said they will issue a refund. The next day, I got a message saying that my refund has been denied. To summarize, I believe they owe me a refund because the product they sold was not a functioning phone service. Repeatedly having to spend entire days arguing with their customer service to fix a mistake that is entirely theirs, is not a properly functioning phone service.

  Business Response

  Date: 07/19/2023

  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:07/12/2023

  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 tried to change my cell phone carrier from ******* to Mint today. Mint said it would work easily with the e sim card. The e sim card will not work because ******* did not unlock my fully paid for iPhone. I went to the ******* store even tho I deal with severe health issues & and was told I have to have a physical sim card from a new cell phone provider in order for ******* to fully unlock my phone!?! I contacted *********** told me it would be 7 days to receive the sim card which may or may not work during which time I have zero cell phone service and I needed to pay another $10. I cancelled my Mint account; Mint made me fill out a cancellation request form.Mint Completely refund my charge. I will go without a cell phone. I CANNOT DEAL WITH THE INSANITY!!!

  Business Response

  Date: 07/18/2023

  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
  

  
  

  Customer Answer

  Date: 07/18/2023

  
  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,
  
  ********** Venus
  
   
  

• Initial Complaint

  Date:07/12/2023

  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.

  Dear ****, unfortunately, I had my cell phone stolen abroad (in ******), where my e-sim of line number ***************** was installed. I have already bought a new device, and I need to transfer the line to it, as a new e-sim, with the same number.On Monday (07/10/2023) I contacted support through the chat, and I was informed that until the next day, after technical checks, a new link with QR code would be sent, to do the reinstallation, but so far I had no update.My need is for your urgent assistance to resume contacts with clients. If necessary, I can pay some fee, as long as it is to recover the same number.

  Business Response

  Date: 07/18/2023

  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: 07/18/2023

  
  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:07/11/2023

  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 have been with mint mobile for over a year, I used their service for 3 months and then decided to buy a year plan. After a few months I decided to go to the next plan for more data because it looked like I was using more data. It seemed the more months that passed the more data I would use. Basically I kept upgrading because I was running out of data. This all seamed a little strange since I was only streaming music. The last 2 months of my plan I upgraded to the unlimited plan, after that I began to have problems. When I upgraded to the unlimited plan the app showed what hotspot data was used, I asked the Rep before I got off the phone and they said not to worry about it, I said OK. 2 weeks later my hotspot showed I uses 10GB then my phone wouldn't work. I called them and they did nothing about it, they said I would have to wait until the next month, I told them again I'm not using a hotspot and I've never set it up so that's impossible. I am now on my last month of the 12 month plan I bought and it shows I've used 1GB of hotspot (I have been out of town for the last 10 days and my phone has been off) I called mint mobile 2 more times today and they keep telling me the same thing (they are going to escalate the ticket) but they never do I've called atleast 10 times in 2 months. They never do what they say, mint mobile is a rip off.

  Business Response

  Date: 07/17/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have spoke with them through email bit I have not heard anything from them in 2 days, (the last message I received was that this was being escalated). This is the exact same thing they did to me every time I called them.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/11/2023

  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.

  Since I heard about mint being sold to T-Mobile, the service has been the most unreliable. I have the unlimited plan that I pay for 3 months in advance, we're nearing the end of month 1.I've talked with customer service 3 times in the last 2 days about how I couldn't even make a phone call or send a text and that my phone says its searching for service. The first agent said via chat it was my fault that things were running slowly because I've used my data, I told them even if that were true, I should still be able to make calls and I had no bars. Things aren't running slowly they're not running at all. Then they told me the usual, restart my phone, take out the sim card, and put it back in wait 30 min. That didn't work. so this morning I was able to call the customer service (I had 1 bar and the call kept cutting out) they told me to reset my network settings, so I did. I have 1 bar. This is so frustrating because I have to use my phone for work and what if something happens and I need to make a call?? This is totally unacceptable and I wont continue with Mint when my bill cycle is up.

  Business Response

  Date: 07/17/2023

  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:07/11/2023

  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 signed up for mint mobile two days ago and as soon as my phone switched it would not work at all and I contacted them and the service help was so slow I wanted to cancel since they said I had a seven days to cancel but they will not email me on it and I tried changing to a another company but they will not give me my account number and pin . they just keep giving me the run around and put me on hold . Please help my phone will not work and they are holding me hostage

  Business Response

  Date: 07/17/2023

  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: 07/17/2023

  
  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:07/11/2023

  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.

  I purchased a plan from Mint Mobile.My debit card used to purchase the plan was reported as stolen and my bank discontinued it.I asked for a refund from 7/3/23 to 7/10/23 and they stated cant refund because the card wont allow it. I asked for a mailed check and they refuse.

  Business Response

  Date: 07/17/2023

  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:07/11/2023

  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.

  On ********* my phone plan phone # ************ was automaticly renewed for $226.90 and two days later I changed my plan from Mint mobile to T mobile, after several tries talking to mint mobile custmer service and promising to refond for the time not used, so far no refond and the customer service in *********** are just brushing me of with double talk. You can contact me on my #*********** or my e-mail ***********************

  Business Response

  Date: 07/17/2023

  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:07/11/2023

  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 bought a cell line from mint mobile for 2 lines. I only received 1 activation code and despite calling, chatting and even showing a receipt for 2 lines but only 1 code to activate, I have been refused a refund and they still have not helped in activating my line. I bought service from them legitimately, and they still have yet to uphold what was sold. I bought 3 months and already lost 1 month.

  Business Response

  Date: 07/17/2023

  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