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:08/01/2023

  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 tried to contact Mint Mobile through different channels such as online chat and phone, but no matter when or which method I use, I am unable to reach them. I just want to get my Account Number and PIN Number, but I have been unable to contact them.

  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:08/01/2023

  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 for international roaming credits that total $44.54. When I tried to use it overseas, (Europe), the cellular data only lasted about 1 minute each time I had different increments of a balance. ($5 or $10) I called their customer service 4 times. I was hung up on, and twice given a ticket number that could not be found the first time and then was never contacted the second time. On the fourth time I called, I was told I could not be given a refund since they couldn't see how long I was using the cellular service time. I told them that I was not lying and the phone stopped working after only a minute and I had to rely on wifi the whole time I traveled.

  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:07/31/2023

  Type:Delivery 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 order: 5/17/2023 Date of delivery: 5/20/2023 Date of *** card activation: 5/8/2023 Problem I ordered *** card from "Mint Mobile Store" from Amazon on 5/17/2023 and received it on 5/20/2023. Recently, I received a text message telling me that my *** card is expiring on 8/6/2023. Knowing that I didn't even buy the *** card earlier than 5/17/2023, I looked into this and found that the *** card was already activated on 5/8/2023. Attempts to fix with company I called the number ************* and explained to the customer support. At about 42 minutes into the call, I realized that the representative wasn't able to resolve the problem and I requested her to escalate to her supervisor. She put me on hold for 24 more minutes and then cut me off.Attached documents:1. Amazon.png - evidence of delivery date by Amazon 2. Activation.png - evidence of activation date by fraudster 3. FraudulentAccountName.png - name that the fraudster used 4. Call.png - evidence of the poor customer service I received - a call of 1 hour 6 minutes.

  Business Response

  Date: 08/09/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  Customer Answer

  Date: 08/09/2023

  Amazon no longer allows me to process refund since I only discovered this problem when close to the expiration date of the plan. I paid $62.94 for this order (# 113-5737557-6745031 - which was a re-delivery due to previous order not received). You can send the refund check to my address :
  *************************************************************

  Business Response

  Date: 08/14/2023

  Hello,
  

  In regards to this concern, we are unable to process a refund since the transaction was completed by Amazon.  The customer will need to dispute the charge with their bank.
  

  Thank you,
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:07/31/2023

  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.

  Service doesnt work called was hung up on several time after I did all troubleshooting steps asked told its my phone but phone was update as asked and had been working fine for 11 of 12 months but since I didnt renew anther 1 year prepaid of ****** they turn off the signal in order to us service I have to be on WiFi to make or receive calls

  Business Response

  Date: 08/14/2023

  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:07/31/2023

  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 ordered a 3 month service SIM card from mint mobile online . When it arrived , 5-7 days later , we put it in my sons phone ( whom the purchase was originally intended for. ) it did not work . At that point I checked the my other sons phone . . It did not work on his either . Finally , I put it in my phone . It did not work there either . At that point I contacted mint mobile via their ************************************************************* yet another phone , at which I info ms her there was no more phones to try , and I was done with it and just wanted my money back . She obliged reluctantly. About 3 weeks later , after realizing I never got my money back , I took to social media to try again .. that lead to /somebody emailing me back . He asked for my information , which. I provided ( via email ) and again , that went nowhere .. i called once again . This time I was told I would be receiving an email within 48 hours as my refund reference , then the refund would be within **** days From that point . A week later , I called again , now theyre telling me I am unable to get a refund , as it has bee. Out of the time frame that they offer r refunds . This is not acceptable. I want my money refunded ! Ive never used their services , as it never worked !

  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:07/31/2023

  Type:Sales and Advertising 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 was a customer with ****************** for about a year and a half. I was generally satisfied with the service until my job required me to travel in more rural areas where I found that I had no services on many occasions while people who were with me had service on other networks. My annual service renewed on June 12 *********************************************************************************** July. I called mint mobile customer service to cancel on July 17 and requested cancellation and a refund. The representative told me that I would receive a refund within 7 days and I would receive a confirmation email within 24 hours. I proceeded to activate my phone on another network. I have not received my refund nor did I receive a confirmation email. I called customer service on July ******* to find out why and was told that I had cancelled after 7 days from billing and it did not matter what the representative told me. I would not receive a refund. The representative did not properly inform me of this policy at the time of cancellation.

  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
  

  
  

  Customer Answer

  Date: 08/11/2023

  
  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:07/30/2023

  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.

  Mint mobile has been advertising a $15 per month unlimited everything plan all summer.My daughter has had mint mobile all summer.Her plan ended, and we were told that is only for new customers, and the real price is $40.Her phone was disconnected the day of renewal.While on the phone discussing their pricing scheme, they did something that caused my daughter to not be able to renew at all.I paid their new rate on 7/29 to renew for 3 months, and her phone was turned back on.The next morning it was not on, Mint Mobile was telling me that I have not made a payment, while chase shows that I made a payment last night.They also lost her phone number, and told me that they need to reassign a new phone number.Now they have just called back to say that everything is complete and nothing is different at all. The phone still doesn't work, my money has been taken, and they have wasted a whole weekend of time.This is a ponzy scheme that when you try to leave, they somehow take hostage of your whole phone. I tried to move her phone to a new number with my plan at T-mobile, and they can't set a new line up on this phone because of something they say Mint did to it.I'm requesting that they buy a replacement Iphone 14 to replace this phone that they destroyed, and return the $50.23 that I paid them on 7/29/2023 after which they provided no service at all.

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, if the customer could provide us with their ****************** number, we would be able to further investigate this matter

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 08/04/2023

  
  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,
  
  *******************
  
    I spent over 3 days trying to resolve this with you.  You don't need to worry about it any more, as my wife had to pay another company to get a new cell phone and new phone number for my daughter. I hope this gets posted on the BBB's website that you never did anything to assist.
  

• Initial Complaint

  Date:07/29/2023

  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.

  Mint mobile is withholding my account information. Obey will not provide me with my account number or port out pin, so I am unable to transfer my phone number to another provider.I have been on the line with customer service for ***************************************** with this basic information.

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, the customer has ported out to a new provider, there is no further action required in this matter. 

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:07/29/2023

  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 am trying to switch my phone from Metro by T-Mobile to Mint Mobile. My number transfer has failed several times, and now Mint is saying that my phone is locked to Metro's network. I have verified with customer service, in store, and with the ************************ App that my phone is definitely not locked. I just want to switch and be able to use my phone.

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, we have been able to verify that the customer's number has been successfully transferred and they are able to use services. 

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:07/28/2023

  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.

  Mint mobile continues to engage in fraud. I signed up with a plan with them They actually text you and let you know when your plan is set to expire and present a day and time of the expiration. However, the text is made for you to miss your payment and have your plan expire so they can defraud you , to take a account reinstatement fee. SO not only are you sucked back into their service you are required to pay more money each month because they lie about your expiration date. I guess you could long before that date. But, if you were were getting other service and expected to port out at that time , you are sucked back in for another h*** 3 mos of the worst service imaginable. I have not only have problem with having absolutely zero data. I have people who constantly call me and tell me my number is not in service ( and this is not the same as the premature fraudulate expiration ) for the last month people keep telling me number is not in service, and then I can call them, but they cant call me. This is ************** h***

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, the customer was just charged for their account payment, no reactivation fees were included in their purchase. The customer was charged the regular price for their 3 month plan. 

  Thank you, 

  Mint Mobile