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:08/04/2023

  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.

  I had called and paid for a 12 month plan when I realized afterwards that I wanted a 3 month plan with auto renew. I had to wait on the phone extensively the first time, and again to call to explain my mistake. They said they could not cancel the current plan I am on. I tried to explain that I just made the purchase but they said unfortunately they dont have the resources to issue the refund. The line was immediately disconnected, and I had no opportunity to even speak with a supervisor.

  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
  

  
  

• Initial Complaint

  Date:08/04/2023

  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 prepaid for a full year of service 9/2022. I never received the *** card. Each month I've contacted them to get the card so I can use the service. They give me ticket #s and tell me it'll come in the next 2 business weeks. It never shows and we continue this. I ask for a refund and they ask to send a card again. I believe they committed fraud in order to get around their policy that states no refunds can be offered after X amount of time. It is not as if I am asking to be refunded after receiving a product or service. I am asking for my money to be returned for something they continuously failed to provide. I paid for a service that I NEVER RECEIVED. This is absolutely fraudulent behavior on their part. Particularly the choice to constantly "send" another card instead of just giving me the refund. Yet again, I have not received a refund nor the card they claimed to have sent 3 weeks ago and it is to the point that I am going to go to court over it. I cannot get ahold of anyone who can do anything outside of submit more tickets.

  Business Response

  Date: 08/10/2023

  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:08/03/2023

  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.

  Today I made a purchase of the 3 month for $45 giving this a chance, I was told before purchasing that phone service would be decent for my area, which was a lie, after purchasing they tech support team inform me that I had 0 Service in my area. blaming it on out of date coverage maps, a claim that has been made many times for I have seen the past two years, they are misinforming people to get their money, the previous rep said they would get me a new Esim activation kit which would take 4 hours, I call back 4 hours later and that turned into 24 hours, put in a request for a refund and asked for my account number and a transfer pin, which a supervisor stated would be done tonight not to worry call back in a hour or so (their wait times are a hour to begin with) called back AGAIN waited another hour to be told to call back in the morning. this is very poor customer service, the will keep you in a endless circle and make you think they are trying to help you resolve the issue, in reality they are just making excuses to keep you waiting, a supervisor told me to just be up at 6 am to give them a call.... for something I was promised to be done tonight..

  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
  

  
  

• Initial Complaint

  Date:08/03/2023

  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.

  They refuse to activate my SIM card even though I paid for three months of service. I have called every single day and no one answers the phone. I have requested assistance online every single day. The carrier on the phone in question is Mint Mobile and the Mint Mobile SIM they sent doesn't work. They simply refuse to help me. I either want a working phone, which I paid for...or, I want a full and complete refund on all three phone lines that were supposed to be activated. There really should be criminal consequences for a company refusing to even respond to service requests from paying customers. Awful company.

  Business Response

  Date: 08/09/2023

  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: 08/09/2023

  
  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:08/03/2023

  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 cell phone is not working in my houses basement. My house is a ranch-style residence.I frequently cannot place or receive calls. The error message is: Your phones not registered on a network, so you can only make emergency calls. Upstairs, the cell phone functions fine. I spoke with customer service several times. The troubleshooting was performed several times. The issue was not fixed. I require assistance in solving this problem. Cell phone service provider ***********

  Business Response

  Date: 08/08/2023

  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: 08/09/2023

   Hello ******,
  I am well aware of the Wi-Fi option and I tried to use it multiple times.  I have the same problem and the same error message (Your phones not registered on a network, so you can only make emergency calls) when I use Wi-Fi calling in the basement.  The Wi-Fi modem and router are located within about 4 feet from my PC and the phone as well.  For many years Sprint was my service provider and I never had problems with their service in my basement.
  Please advise.
  Thank you.
  
  
  

  Business Response

  Date: 08/14/2023

  Hello,
  

  In regards to this concern, please ensure your device is first set up for Wi-Fi calling by enabling the feature by logging into your account on the ****************** app or via mintmobile.com.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 08/14/2023

   Hello,
  My account already had Wi-Fi enabled a long time ago. This suggestion is not helpful.
  For many years Sprint was my service provider and I never had problems with their service in my basement. I always had consistent service in my basement. All problems started after I jointed Mint *****.
  My phone is always located within 5-6 feet from the window which is near ground level. 
  I can suggest you to communicate this problem to T-Mobile and get help from them.
  Mint ***** provide paid service. So, the problem should be resolved. In the basement of my home, my cell phone should function. Cell phone service needs to be accessible across my entire house.
  Thank you.
  *******.

• Initial Complaint

  Date:08/03/2023

  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.

  Date of transaction 6/7/23, total amount to be refunded is $228.58. I have called Mint many times and every time they told me the refund was approved and it would only be a few more days for it to go through, but it's been nearly 2 months since the day of the charge. They confirmed the refund was approved, and even cut the line of one of my phones so they made me pay on top of that amount to get it restored, but the refund never came through. After many phone calls, on 6/30 they told me the refund would take **** more business days. On 7/20 (14 business days from 6/30) I called them again because there was still no refund, and we had a conference call with my bank who confirmed that Mint never tried to submit a refund. Mint then said I needed to wait up to 20 business days form 7/4 because it was a "manual refund". Then on 8/3 (22 business days from 7/4) I called Mint again because there was still no refund, and this time they told me there was a "glitch in the system" and I needed to wait 7 more business days.

  Business Response

  Date: 08/09/2023

  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:08/03/2023

  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 account ticket is ***************. I want a refund of $80 for my unused services due to Mint Mobile's inability to activate my esim phone. I prepaid $263.18 for cell phone services for the calendar year from November 7, 2022 through November 7, 2023. On July 12, 2023, I attempted to activate a new esim phone on my account. I wanted to change my phone from a phone with a sim card to a phone that uses an esim card. The website stated that was easy to do and would take less than 15 minutes. Instead, I was without an active cell phone for 26 hours. I called Mint Mobile 10 times and they were not able to activate the esim. I switched to ****** Fi and the phone was operational within 5 minutes. I demanded a refund for my unused months and was told by **** on July 13, 2023 that I would receive a refund back on my card. After no refund appeared, I contacted Mint Mobile on August 2, 2023 and I was told that I am not eligible for a refund. I had to leave Mint Mobile due to their inability to activate an esim phone. They left me no choice and **** said he understood and that I will receive a refund due to the companies inability to activate my phone. I was left without a working phone for 26 hours during my work week. I was unable to use any websites that require 2-factor authentication, and I spent hours on the phone with Mint Mobile technicians, with nobody able to resolve the issue. There are many complaints online about Mint Mobile's inability to activate esim cards. My account ticket is ***************. I want a refund of $80 for my unused services due to their inability to activate my esim phone.

  Business Response

  Date: 08/08/2023

  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:08/03/2023

  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 July ******************** ******* for three 3 month unlimited sim kits. None of the **** received on July 22 were able to be activated without a phone call to Mint. 2 lines were correctly set up after calls to Mint but the 3rd line (ending in ****) has been hours of effort without success. On July 24 AND July 25 emails indicated that the number ending in **** had been successfully transferred. When the phone (purchased at Amazon as a factory unlocked phone in 2020) still didn't work we called again and were told the phone was locked. (?) Our old carrier was T Mobile and they also claimed it was locked so we tried to unlock it ($50 wasted) and then bought an unlocked ****** Pixel 6a to overcome this issue. The sim card did not work on the new phone and after several hours of effort on our part and the customer service representatives (CSRs) we were told that the **** had been transferred to a sim and ACCOUNT that WEREN'T ours. Trouble ticket (high priority?) TECOPSJSJSD-****** was issued with the assurance that we would hear from &/or have a resolution in 24 hours. I called the next days when 24 hours had expired and was eventually transferred to T Mobile (accidentally?) who couldn't transfer me back because the *********** closed at 7pm and they had no direct line. The next CSR stated our sim had been suspended because the account that received our **** in error got a refund. What about us!?! He worked hard to resolve our issue by cancelling our line and reordering a line with an esim. The esim request was L2-26930. The next day we followed up because the we didn't get the esim email. After that call we did get an esim email but it didn't work. It turns out our 2 hours of efforts were wasted because the esim was already activated on someone ELSE'S phone. A new esim request was issued yesterday, L2-27582, and we are 13 hours past the 4 hour window to receive it. I want someone at Mint to contact me with a valid esim and help me set it up.

  Business Response

  Date: 08/08/2023

  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:08/03/2023

  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 signed up for Mint Mobile 5 days ago and never got service. The esim was invalid. Over 4 days, I spent hours and hours waiting on hold for customer service and then hours with agents who were only guessing at what was wrong and nothing worked. I have to take time off from work to deal with this. Mint promised me a new esim. I didn't get one. I asked for my phone number back so I could go back to ********* in person since I have not phone number. Turns out that also doesn't happen automatically and I have some vague instructions to get back in queue for up to an hour to chat again with an agent who almost certainly won't know what to do to get a PIN that *** not exist. I have to travel and I have no phone service. I have had that number for *************************************************** my phone number back by early afternoon tomorrow so I have time to go physically to ******* to get my service back. The account number and PIN have been requested here is your ticket number L2-27918 since you do not have a callback number to receive the information you will need to contact us back with the ticket number to get the information.

  Business Response

  Date: 08/07/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

• Initial Complaint

  Date:08/02/2023

  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 an Flex Unlocked iPhone on **** on 7/27 and activated it on Mint Mobile to replace a damaged phone. Upon activation, Mint Mobile placed a SIM lock on my phone and is refusing to unlock it saying it is against their policy to unlock phones that are not sold directly by them.Mint Mobile customer support is giving me the run-around saying I should get in touch with AppleCare and T-Mobile and they have informed me that only Mint Mobile can unlock the phone since it is locked to their network.I need to transfer service to a different service provider since my son will attend college in a couple of weeks and ************ is very unreliable on campus when he attended orientations.Please help me with my phone unlock issue as the new phone will be of no use and I will have to purchase another phone when I switch phone service for my son.

  Business Response

  Date: 08/08/2023

  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: 08/08/2023

  Issue is not resolved yet. Mint Mobile requested the service phone number and device IMEI to attempt to unlock the phone. Requested information was already provided and is provided again to speed up resolution.

  Business Response

  Date: 08/14/2023

  Hello,
  

  In regards to this concern, we attempted to but were unable to unlock the device.  The customer will need to contact the seller to resolve the issue.
  

  Thank you,
  Mint Mobile