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:07/26/2023

  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.

  Where do I even start. Its been two days of absolute misery trying to deal with customer service at Mint. Going back to last week, I purchased three months for three lines. One physical sim for myself and two eSims for my two daughters. I have been a ******* customer and most recently a visible customer but decided to try Mint because of their flashy ads and great price points. My two daughters were the first two to be switched because they had esims. Since I had not received my physical SIM card yet I couldnt really judge the service based off of the experience of two kids. Yesterday i received my SIM card via ****** I immediately set it up by following their instructions. As soon as I switched, my phone bounced around between one bar, sos only and no service. I waited a little while to see if maybe it just needed some time. After a few hours of the same problem, I reached out to them via chat on their website. This is when it all went downhill fast. They were very happy to sell me their service but once I inquired as to why I was getting no service. Their answer was we dont service your zip code. So why did you sell me something you dont service? She didnt have an answer. I have since spent hours upon hours with their chat all day yesterday and pretty much all day today. Ive been trying to obtain my account number which seems to be nowhere on their website when you are logged in to your account. Nor is there an option to request a port out pin so I can transfer my service and number back to Visible. Apparently only customer service can give you this info. But heres the thing. They wont. They are literally holding my phone number hostage. Not one person at Mint will give me this info. I havent even dealt with my kids service yet. Im trying to get my info before I deal with theirs. So here I am stuck with no service. No way to call 911 if I had to. I cant turn on wifi calling because their system wont let me. So Ive prepaid $120 and we have no service!

  Business Response

  Date: 07/30/2023

  Hello,
  

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

  Thank you,
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:07/25/2023

  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 signed up for Mint Mobile using their mobile app on Saturday, 2023-07-22. They asked me a bunch of questions about my bandwidth needs. Then they automatically placed me in the lowest one that (in their estimation) I needed. This was done in a way was underhanded and entirely not obvious. I had always intended to sign up for the unlimited everything plan, and at no point did it provide a clear prompt as to which plan I should choose. When literal minutes later (in my case within the hour), I noticed that I wasn't on the plan I thought I had signed up for, and I contacted them, THEY REFUSED to make the correction on their end. Then when I called that same day they said they would make the adjustment. When a few days later nothing happened and I called back, they said that they "couldn't" make the change. I have an audio recording of them acknowledging that the agent on Saturday said they would upgrade me, and then subsequently saying that they couldn't upgrade my plan without my paying extra (despite Mint Mobile's advertising *everywhere* "$15/mo for unlimited everything"). The Mint Mobile ticket reference number is: TECOPS JSD-******

  Business Response

  Date: 07/30/2023

  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: 07/30/2023

  
  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:07/24/2023

  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.

  Ordered trial service of $15/month for 3 months on 7/20/23. **** did not work so called tech support. **** multiple calls to solve including an agent who asked if they could charge a new account activation again for $53.70 (inc taxes) and refund the original hoping the 2nd SIM sent would work. Agreed. Didn't fix but final call to tech support worked and phone activated successfully. Asked for refund as agreed on original SIM of $53.70 and they requested and we received. Should've been the end of the story.....Received email that $53.70 was refunded (my AMEX was charged 2x as agreed so this was correct). Just as email came in, cell service ended. They terminated it. I called and had to talk to 3 agents who each told me there end only shows $53.70 was charged 1x so when the refund came, it terminated the cell service. WRONG. Charged 2x, once on the 20th and again on the 22nd EACH WITH SEPARATE TRANSACTION NUMBERS AS PROVIDED BY AMEX. Both charges fully posted on my statement. One agent went as far as to transfer me to AMEX telling me that it was a double billing error on AMEX's part, not Mint's problem.GETS worse! Cell phone number I ported over is now held hostage. So after their refund they still have $53.70 of my money, enough for 90 day trial offer of which I received 1 day before they accidentally terminated it. Their agent tells me I need to pay $120 + tax now to get the same trial offer since I'm no longer a "new" customer b/c service was active for one day. I cannot get my phone number back UNLESS I SIGN UP FOR A MINIMUM OF $75 +TAX FOR 3 MONTHS OF SERVICE. I WAS FORCED TO DO THIS SO AS NOT TO LOSE MY NUMBER AND I WILL BE SWITCHING TO ANOTHER CARRIER .Every word I wrote I can substantiate with proof. I cannot even believe how many hours of time I've had to spend. I've also had to contact AMEX to dispute the 2nd $53.70 charge that Mint claims doesn't exist. I'm out $84 inc tax just to get access to my phone number so I can port it.

  Business Response

  Date: 07/30/2023

  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: 08/01/2023

  
  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:07/24/2023

  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.

  While traveling to a different country not only have I had several issues with obtaining more international roaming credit where the system kept declining my Payment. But also when I purchased the data I was unable to transfer this credit over to my balance. Keep in mind Im in a different country where without this data or Wi-Fi your phone doesnt work at all. Also my balance magically disappeared to zero when I wasnt using the data. So Im seeking a refund and credit for balance issues and wasted time

  Business Response

  Date: 07/30/2023

  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: 07/30/2023

  
  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:07/24/2023

  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.

  One of my phone's data plans has entirely disappeared. When I look at the total usage on the phone from July 20 - today (July 24), it only used 700 MB. That is 700 MB in only 3 days but Mint is saying I have used all 5 GB up. There seems to be a glitch somewhere on your end. I have already spoken with customer service 4 times and each time they say they cannot help me and I will have to buy another plan. The customer service is horrible and refuses to do anything about the issue. I like ************** but feel they need to take better care of the customer and try to fix the problem, not leave it up to the customer.

  Business Response

  Date: 07/30/2023

  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:07/24/2023

  Type:Order 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 IS COMPLETE FRAUD! THEY ARE RIPPING PEOPLE OFF LEFT TO RIGHT. THEY DO NOT ANSWER PHONES, THEY DO NOT RESPOND TO EMAIL, THERE "CHAT" IS A RIDICULOUS JOKE THAT KEEPS RUNNING WITHOUT EVER RESPONDING TO CUSTOMERS REQUEST, THEN THEY "WAIT" TO SEND YOU AN EMAIL SAYING IT IS OUTSIDE OF REFUND TIME LIMIT. THIS IS TOTAL FRAUD, THEY MAKE NO EFFORT TO EVER CONTACT THEIR "CUSTOMERS...EVER. HORRIBLE, AND T MOBILE HAS THEIR LIL DIRTY FINGERS IN THIS COMPANY'S POCKET. I WANT MY MONEY BACK! SHAME ON THEM

  Business Response

  Date: 07/30/2023

  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: 07/30/2023

  
  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:07/23/2023

  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 service from Mint Mobile. I initially contacted support because I couldn't send text messages. This was discovered because I could not respond to a text message to confirm my identity when trying to login to my account. I received unclear support that in no way could resolve the issue. I either want my proper support to use my phone or I want the money that I paid for renewal refunded as Mint Mobile is actively refusing to provide service. I am beyond sick of this company and want to return to service provider that actually provides service.

  Business Response

  Date: 07/30/2023

  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: 07/30/2023

   This is NOT a resolution. 

  Business Response

  Date: 08/04/2023

  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:07/23/2023

  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 have purchased two SIM cards, one of each was an eSim, with a prepaid service for me and my husband. Unfortunately, I wasn't able to use the eSim card, we've spent a good two weeks of trying to install it on my phone unsuccessfully - two weeks of no service for me. I switched to **** and my husband was able to install the card on his phone. So we spoke with several representatives of Mint Sim, which have reassured me, that since I wasn't able to use my three month plan, they will give the three months of my plan to my husband to use it so I won't end up spending almost a $100 for a service I wasn't able to use because of their issues with installing my card. The three months of his plan had expired, and not only he wasn't able to use the credit for my plan, but they had the audacity to just stop service for him. He's a contractor and now he can't use his phone because they don't want to deliver what they have promised. This is a fraud, and we want this taken care of, because I will file a complaint in the small claims court for extra charges for our inconvenience, and his loss of business. ACTIVATION CODE FOR THE **** THAT WAS NEVER USED IS A3BAF3FD17E.

  Business Response

  Date: 07/28/2023

  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:07/22/2023

  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, July 22, 2023 I ported my husband's telephone number from his previous carrier to Mint Mobile on a iPhone 14 Pro. The number ported correctly so the previous service was cancelled but the eSIM failed on his phone. I have called the company three times and they kept telling me it will each time I called the company told me it would be 2-4, 1-2, and the last call 1-4 hours that I need to wait to receive a new **** QR Code. On my second call I ask for my Account Number and PIN in case I needed to port my number out if they could not provide the **** and the agent refused to help me saying that the **** had to be loaded first so that I could receive the six digit confirmation code before they could provide me the account number and PIN. When I called the third time and was told it would be another 1-4 hours and my ticket was not even be worked yet to send me the replacement **** QR code, I asked again to obtain my account number and PIN and was placed on hold until the call disconnected when the customer service line closed for the day. If do not obtain the **** by tomorrow morning when Mint opens again at 6:00 AM I will again attempt to obtain my account number and PIN to port my number out to another carrier and request a full refund as Mint has not been able to activate my phone and now is holding my number hostage.

  Business Response

  Date: 07/25/2023

  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:07/22/2023

  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 switched to a 3 month plan with Mint Mobile and ordered a new phone to go with it. When I received the phone, I tried to activate it but the phone said "sim 1 not allowed", so I called customer service for help, went through a bunch of trouble shooting steps which didn't work. The agent I spoke to said that the phone was the problem so they would send me a replacement phone. Ok great, so I waited 3-4 days, never got a confirmation email regarding the replacement until finally I was CC onto what looked like an internal email claiming that I had to go through ****** to get a replacement phone. Ok, fine, I contacted ****** and they said that I would have to go through Mint because I bought it through Mint. So I went back to Mint and instead of telling me what I needed to know, they tried the same trouble shooting I'd already done that didn't work. It still didn't. I asked about the replacement and was told that I couldn't get a replacement but I could return the phone and they would refund my money for the plan and the phone. They sent me a label which I haven't yet but I will use to send the phone back. However I received a 3rd email telling me that I'd have to go through ****** to return the device. I'm sorry what? Every time I talk to someone I get contradictory answers. This is by far the worst company I've ever worked with. This is predatory.

  Business Response

  Date: 07/27/2023

  Hello,
  

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

  Thank you, 
  ******************