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:07/28/2023

  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.

  i was recognized, assured, my money accepted, my problem explained: i have no phone service, "great, easy", but they didn't and their help sites are bogus. now i have no 911 access, i'll be 75 this year, and i'm out 55 dollars and worse off than i was. i believe this is their business model: no access to avoid release from fraudulent claims/ contracts. the first complaint listed on your site is my complaint, they refused to help me and my phone with 911 access [purchased in '18] was turned off, now impossible to download what i told them in the first place i had no way of downloading. site 1 says, "you f----ing me", the second, chat , not there. i have tried since the 7th of July, and am only given 45 days to complete the or it is considered my fault.

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 

  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.

  Hey Mint Mobile,I'm writing to let you know about the frustrating experience I've had with your service. I signed up on July 26, 2023, and even paid for three months upfront. But here's the problem - I tried to activate the eSim using your iOS app, and it just won't work on my iPhone. It keeps showing an error message that says "Unable to activate eSim, call customer service."I decided to give your customer service a chance and chatted with one of your reps, but they were totally unhelpful. I'm disappointed that I'm paying for a service that's not working at all.If you can't figure out a way to get it working, I'd like to request a refund for the amount I paid upfront. It's only fair since I'm not getting the service I paid for.I hope you can sort this out quickly and either get the eSim activated or process my refund.Also, my Mint Mobile phone number is ************.Email address ****************

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, we are currently working with the customer to resolve this concern, we will keep the customer update until resolution is found. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 08/04/2023

  Mint Mobile's response to finding a resolution has been notably sluggish. Despite numerous emails from different customer service representatives offering potential solutions, none have proven effective thus far. I am now seeking a refund to conclude this matter.

  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:07/27/2023

  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.

  7/26 I contacted Mint looking to renew my plan, I have a $15 wallet credit that I wanted to use as part of it. I was told the remaining $67 would be done through my credit card. Your representative did nothing, put nothing through and on 7/27 phone was shutoff. I called rep and he said I can use 15 on my next renewal, I want the 15 back on my credit card since your reps don't seem to be able to follow through on a simple task. So much for 55+ service, it's non existent.

  Business Response

  Date: 08/04/2023

  Hello,

  In regards to this concern, the customer is asking for a refund for a store credit that was provided to their account. However, store credits are unable to be refunded. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 08/04/2023

  Mint refund department advised they could do a refund and they attempted to buy stated they had network problems. I attempted to call back but each time the person who answered connected me to someone different and the original refund person failed to enter notes in the system. I requested to speak with their corporate office but they stated they don't have that. Each conversation the support person told me something different but no one is following through on the original reps ******* to enter the credit. This company has many BBB *******s for the same issue. 

  Business Response

  Date: 08/07/2023

  Hello,
  

  In regards to this concern, the customer is asking for a refund for a store credit that was provided to their account. However, store credits are unable to be refunded since we can't credit to the original form of payment if there wasn't a transaction.
  

  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 08/07/2023

  There was a transaction I just renewed my account July 27. I disagree with all of your comments and lack of assistance to the customer. 

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 to renew my plan on 07-20-2023 after introductory 6 month special was over. I renewed for 12 month pre/paid because was cheaper. Then I was told that was for my phone line only, that each family member had to have a code sent and add themselves to my plan. I had two family members on plan , and no matter it did not work, I called Mint Mobile on 07-20-2023 so many times , they said there computers were not working, and I feared my family members would be without phone service. Finally found a representative willing to add them on their end before the deadline. I added each of them for the 12 month prepaid as is cheapest, at app $260 each. Yesterday, 07-24-2023, which was a few days later, I noticed when looking at my credit cards, that obviously due to computer glitch, it signed up for each of my family members a 3 month plan for app 115 each and then starting on October 20th the 12 month plan. So I called yesterday at 8:40 central time and talked to someone named Fat. She said her that there is nothing to be done but did admit she is sure it is due to the computers and you should try working with them everyday like I have been, they are still not working. I asked to be transferred to a supervisor, and she refused, saying you get no different answer. I asked again, and she just repeated herself. I asked, ***, so I dont have the right to at least complain to a manager? And I finally just hung up. I would like have the plan/service I wanted. That is why I switched to Mint Mobile is because of their advertised discounted prices. And they are if you you are allowed to pre-pay the in advance. As is stands what I have charged in my credit $240 for 12 month service for my line , app $ $115 for 3 month for daughter line, app $115 for 3 month for husbands line, and then charged $260 xs 2 for 12 month service plan for their lines with service starting on October. I switched to save money. If their computer was working right I would be. Please help. Thank you!

  Business Response

  Date: 08/02/2023

  Hello,

  In regards to this concern, a team member reached out to the customer to resolve this matter, as more information is needed. However we were unable to connect with the customer. If the customer could reach out at their earliest convenience we would be happy to assist them in resolving their concern. 

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:07/27/2023

  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.

  MINT failed to deliver replacement sim card within 7 days because they sent via the wrong carrier.MINT told me to pay again and start process again.Second sim card arrived on 7/26, and installation failed.I was informed by MINT that they would not refund the first payment because it hadbeen longer than 7 days.I canot call as cell phone does not work.Their robo chat does not work Chat agents started this problem and I followed tgheir instructions.I have witnesses.

  Business Response

  Date: 08/02/2023

  Hello,

  In regards to this concern 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: 08/02/2023

  
  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:07/26/2023

  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 tried calling the business three times, and I've been on hold for nearly an hour each time. When I was able to get a hold of somebody they gave me the wrong information. I am now unable to reach them to get the correct information.

  Business Response

  Date: 07/27/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  
  

  Customer Answer

  Date: 07/27/2023

  
  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:07/26/2023

  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 got a 1-year service with mint mobile on a Wednesday night, my phone was transferred successfully the same day.The next day I called the service department because I had no data just 3G! not good enough for anything! after about a week of troubleshooting.with no success I decide to cancel my service. Their tech then said I could cancel, and I would be able to port my number out. After 6 days my number would get deactivated and in order to port my number, I would have to call them again so they (mint) could help with the porting out. That was on a Saturday, Monday Mint deactivated my number, Tuesday I got a new service with visible but visible couldn't port my phone.out because it was no longer active. Mint was telling me the phone was "suspended" but it could still be ported out? After visible trying many times without success, while mint was assuring me everything was "ok" on their side. I decide to get the lowest plan from mint to get my number out of suspension,and transfer it. After a successful transfer before 7 days, I called mint again to cancel their service. The tech then said he the added a new cancel request,and to wait **** days to get my money back. After 2 1/2 weeks I called them back for a status on my cancel request. This was Mints answer:"******** SUPCHAT NOTE: This customer was transferred since having an issue with a refund under his account we can see there is a refund under his first payment, and we cannot. see any request or ticket number under the second payment he made on June 26th the same day he requests the transfer info; the previous agent already advise him there. are any records of this request I truly apologize you are in this situation, but we cannot refund this payment that was made on his side, customer advice to report us to ********************, customer understood. No more action was taken."So, to recap Mint gave me no phone service, lots of time wasted time, and headaches, and I still had to pay 3 months for my troubles.

  Business Response

  Date: 08/02/2023

  Hello,

  In regards to this concern 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: 08/03/2023

  
  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,
  
  ****** De La ****
  
   
  

• Initial Complaint

  Date:07/26/2023

  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 The phone company and they assured me that they had a good reception in my area for the use of **** and data. And then I have no good service and they already charged me $300 dollars and they dont want to do a refund if the service isnt working for me.

  Business Response

  Date: 08/02/2023

  Hello,

  In regards to this concern 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:07/26/2023

  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.

  On July 10th I ordered two iPhones SE from Mint Mobile. Enclosed in delivery bag were 2 phones (1 red and 1 blue), three sim cards (one they offer for a friend, I did not request) and an order paper arrived 3 days later. I opened the delivery bag and pulled out the box containing everything. I removed and opened the first phone box and realized immediately these would not work. They were too small for my husbands fingers and we use large text making these screens also too small for our comfort. On July 14t I called Mint Mobile **************** she took my information, very big on apologies and suggested she will submit request for Return Authorization for everything I received and a cancellation of service. Within 24 to 48 hours I will receive an email with all the information I need to return everything I received. She also recommended that we go out and physically try phones that suit us before ordering anything new. I never unsealed the second phone box or opened the sim card packets. Everything has been sitting here in the envelope it arrived in on July 13th. No email arrived and I called back every 48 hours since that day. On my 6th call I reached ***** she explained that there is nothing filed for me in any of their records. This was hard for me in to believe since I had many identical, as if reading from a script, conversations with her fellow employees. I suppose all these previous requests were approved then rolled in a ball and tossed in the trash. I also tried many times to enter information for RA on their website. Suddenly, the same email that they have been sending constant emails to trying to sell merchandise and upgrade does not work in the "return requests". I called the loan company that is expecting payment in early August to ask the for help. Promised to send me an email the next day regarding my dispute. After several calls with different representatives, NO email. I have found identical conversations on the internet for Mint Mobile.

  Business Response

  Date: 08/02/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device a full refund will be provided to the customer.

  Thank you, 
  ******************
  

  
  

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service 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.

  This is for work ticket L2-23204. This problem has been going on for months, the details are I cannot view the details of one of my accounts online. I cannot see data usage, ad data, etc. I have been on hold for hours many times and there is still no resolution despite my Efforts. Every time I call back, I have to start over from the beginning after being on hold on average 20 minutes, only to find the customer service rep, confused, and in some cases just simply disconnect me to get rid of me. I was issued a ticket number. However, when I called back with this number, they are somehow unable to reference it, even though I have emails from customer service representatives referencing this ticket number.

  Business Response

  Date: 07/31/2023

  Hello,
  

  We have resolved this concern with the customer.
  

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

  Customer Answer

  Date: 07/31/2023

  
  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,
  
  ***************************************