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:07/20/2023

  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 renewed on 5/3/23. I contacted Mint on 5/21/23 because my phone was dropping calls and having issues with call quality. I had been with them previously for two years without issue. I was told I was outside the cancellation window. Recently, call quality reduced even further so I contacted customer service to inquire about having a new number assigned to the account so I could use the remaining minutes for my child, and port my number to another account. It's not possible for me to be unable to receive work calls and calls for doctor's ************* etc. for months on end. I have spent hours on hold with customer service. Yesterday the agent "fixed" my geographic zone and had me remove my sim card and restart the device. I now cannot make any phone calls as it says the service is unavailable. I have full bars. Today the agent advised me to switch to 3G from 5 G. I then lost all service completely. I am currently not receiving a service I have prepaid for, despite hours on the phone with agents. When I signed the contract, I had useable service. The quality of the service degraded and the fixes recommended by customer service have made it so that now I cannot place any phone calls at all. Mint is in breach of their end of the contract by not providing a paid for service. I would like a refund for the service paid for, as it is not being provided.

  Business Response

  Date: 07/26/2023

  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:07/19/2023

  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.

  This company fraudulently obtained funds from my bank account without my consent. I have not had any account with this company nor any type interaction with them. Im not sure how they obtained my information. This situation has caused me a loss of money also debt from things that where to be paid from those funds!

  Business Response

  Date: 07/25/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to contact the customer with no reply. If the customer could reach out to us at their earliest convenience, with the information we have requested, we would be happy to assist them in resolving this matter.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/25/2023

  I have responded to each email that has been sent to me! I believe that there is some fraudulent activity going on with this company!!

  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: 07/31/2023

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

• Initial Complaint

  Date:07/19/2023

  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 a ****** Pixel 5a from Mint Mobile in late February of 2022. In late June of 2023, my phone stopped working. Following ******'s procedure, I took the phone to the shop they recommended and was told the issue with my phone is covered under an extended warranty and I would have to mail it in to ****** for repair after starting my claim with my **** number in the shop. However, the **** number (from both my SIM card and the box) had a problem. After several phone calls with ******, I was told that my **** number was for a demo phone so it is not covered under the extended warranty. When I purchased my phone from Mint Mobile, I was not told I was purchasing a demo phone. I paid $450.00 for the phone, which is basically market price for a new phone. I have been on the phone with ********************* 3 times. The first two times, I was told that the problem was being escalated to a higher department, and they would get back to me with updates. No one ever got back to me. I don't remember the date of the first phone call, but the second was on July 3. On July 19, after no response, I called Mint again. The first call was disconnected, but no one called back even though they have my number. On the second try, the rep said that Mint won't do anything about the phone because I bought it last year. The issue I have is not a warranty issue, so the date I bought the phone should not matter. I was sold a demo phone without it being advertised as such, which now makes me ineligible to have the phone repaired under ******'s extended warranty. The only thing Mint Mobile did was give me a $20 credit because I haven't been able to use my phone for a month. In reality, I will only use the credit if I take on another contract with Mint. The customer service rep had no explanation for why Mint never got back to me when they said they would or why they sold me a demo phone without revealing that information.

  Business Response

  Date: 07/25/2023

  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: 07/25/2023

  Mint Mobile's response has been the same every time I have tried to contact them to resolve the issue.  They just say that since my phone is more than a year old, there is no warranty.  However, my issue has nothing to do with wanting them to provide warranty coverage.  My issue has been that in seeking to access the extended warranty for my phone's issue that ****** is providing, I was told by ****** that the phone Mint Mobile sold me is a demo phone and is, therefore, not eligible for the extended warranty.  At the time of my purchase, I paid the market rate for my ****** Pixel 5A and was at no time informed that I was purchasing a demo phone.  Mint Mobile has never addressed this issue.  They have never even attempted to offer an explanation for why ****** is telling me I was sold a demo phone.  In addition, I asked Mint Mobile to provide me with a receipt that includes the **** for the phone they sold me.  They just keep sending me the same receipt I already have, which does not have an **** number on it.  The whole situation does not seem very above the board.  I would not have had a problem had I not been made aware that there is an extended warranty for the issue with my phone, but that I am not eligible for it because of the phone I was sold.  Can a company just sell you a demo phone without your knowledge?  It seems a bit shady.  So, Mint Mobile did reach out to me for more information, which I gave them, but it does not appear that they actually made any effort to address my actual issue.  They just gave the same response that appears to be part of their script.

  Business Response

  Date: 08/01/2023

  Hello,

  In regards to this concern, the customer will need to reach out to ****** in regards to their phone warranty plan. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:07/19/2023

  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.

  An order was placed with Mint Mobile (MINT MOBILE800-683-7392 ** US) on 06/23/2023 in the amount of: $103.64 which posted on: 06/27/2023. Quality mobile telephone, text, internet data service through T-Mobile. The service, although T-Mobile showed full service in our area, it was non-existent. Where ******* gets 1 to 3 bars, T-Mobile only got 0-1 bar. Could not make calls. The service was activated on 06/28/2023 and terminated/transferred back to ******* on 06/30/2023. Via phone, Mint Mobile acknowledged the $103.64 refund (7 to 10 days) would be issued since the account was terminated within 7 days. As of today 07/19/2023 the refund has not been received. Account # ************ Order # *********. I could not find any options, either by phone or internet, to check on the refund status.

  Business Response

  Date: 07/25/2023

  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: 07/25/2023

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

   

  Business responded promptly after receiving my complaint from BBB. Thanks!
  
   

  
  

• Initial Complaint

  Date:07/18/2023

  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.

  TRYING FOR DAYS TO HAVE MY MINT MOBILE NUMBER PORTED TO ANOTHER CARRIER AND FOR 5 DAYS STARIGHT BEING TOLD DAILY THAT A TICKET WILL BE CREATED WHICH STILL HASNT BEEN COMPLETED, EVEN CLOSING OUT TICKETS CLAIMING THE SERVICE WAS DONE. SINCE 7/12/2023 AT 5:56PM , 6:35PM, 7/13/2023 AT 1:00PM, 3:13PM, 5:09PM, 7/14/2023 AT 5:36PM, 6:22PM, 10:03PM, 7/15/2023 AT 9:37AM, 3:48PM, 4:02PM, 5:26PM, 5:44PM, 5:46PM, 5;47PM, 7/16/2023 11:****, 2:30PM, 5:32PM, 7/17/2023 11AM. 12PM, 2PM,5PM 7/18/20239AM, 3:****, 4:11PM, 4:17PM MOST CALLS ARE PUT ON HOLD THEN DISCONNECTED WHILE CLAIMING TO TRANSFER ME TO A SUPERVISOR OR CALL THE OTHER CARRIER. BUT NO RESLVE AND NO PORTED PHIONE NUMBER,

  Business Response

  Date: 07/24/2023

  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:07/18/2023

  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.

  As soon as you give this company any money they will no longer provide customer service. I have records of being on hold for 40 minutes and then being hung up on as soon as someone answers. I sat on hold for over an hour in chat with no response. If you pretend youre a new customer wanting to join someone will answer you immediately though.

  Business Response

  Date: 07/24/2023

  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:07/17/2023

  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 received a broken phone 7/8/23 (order MMO-1057680)I called and requested a replacement the first time 7/10/23 I was denied (return 28189)I have been calling repeatedly trying to get the refusal overturned to no avail until today 7/17/23.

  Business Response

  Date: 07/24/2023

  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: 07/24/2023

  I have not been contacted by Mint Mobile since I made this complaint.

  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
  

  
  

• Initial Complaint

  Date:07/17/2023

  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 in May last year. Since signing up I used the additional SIM card they provided in the welcome package to refer a friend. The initial promotion was that if you gave the sim card to a friend to get them to switch to Mint Mobile both the referred friend and yourself would receive renewel credit. I referred a friend who signed up for a 6 months plan. I don't know if they received credit but I never got mine. I have reached out several times to resolve this. I have been told four or more times it was being resolved and credit would reflect in days. Now it's nearly impossible to reach them. Their chat contact is virtually impossible to get through to and lags which prompts them to disconnect before even making contact.

  Business Response

  Date: 07/24/2023

  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:07/17/2023

  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.

  Our family ordered two lines from Mint Mobile in June, prior to moving to South West *******. Prior to moving, we confirmed both by coverage map and by customer service rep that our area was covered. Upon arrival we found that the coverage is not what was advertised. **************** indicated that because it had been more than seven (7) days since our contract began, no refund could be issued, despite the fact that there is no coverage in our area. The map on the website still advertises that the area is covered.

  Business Response

  Date: 07/24/2023

  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: 07/24/2023

  
  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:07/17/2023

  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 originally intended to subscribe to mint mobile on a 3 month plan, at activation I was offered even a better deal if I paid 6 months up front (with commitment that I could lock in that rate by paying annually). On renewal, the webcite continually canceling me when trying to resubscribe as I was an exsisting (rather than new) customer, I called in, only one of two moves I could make as service was shut off (busy, failed to timely renew) the lady (wherever she was), between tending her family on a 25 minute call told me I was never offered that type of renewal initially (essentially calling me a liar) and that their offering absolutely excludes exsisting customers. I having no way to shop other carriers, (service suspended but for communications with Mint Mobile) I went back on line and paid full price. The next day, I went and explored their Internet offering, and unquestionably the ad said for "New and Online Customers Only." I entering their platform online was not afforded the opportunity to take advantge of the offer, as defined. ************* tactics from the start.

  Business Response

  Date: 07/24/2023

  Hello,
  

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

  Thank you,
  Mint Mobile