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:07/18/2023

  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
  

  
  

• Initial Complaint

  Date:07/16/2023

  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.

  Order # MT3142724: I requested refund 7/10 online; rec'd email asking what kind of Sim cards to be refunded; I replied; heard nothing; forwarded that email back to Mint to ask that someone call me...no one did. I called 7/13 and explained the situation to rep; she said the refund would be processed and I would receive an email the next day (7/14) and she would call to follow-up...neither of which happened. Received another email 7/15 asking what type of Sim cards were to be refunded. I replied to that email with the information and at the same time called the *****#. I am still on hold as I write this -- 60 minutes. I've talked to a rep who asked me several questions and said I would receive an email confirmation. I told her that's what I was told the other day and never received anything. I asked her when I would receive that email and she put me on hold -- I've been on hold since that part of the conversation for over 30 minutes. I want my refund for the service that I never used. And their customer service is horrible. I want my refund and I don't want to have to contact them ever again. I'm fairly certain they put me on hold hoping I was going to hang up, but I'm still on hold!!

  Business Response

  Date: 07/19/2023

  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:07/16/2023

  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.

  First Transaction MT2588300 on 7/19/23 for $387.87 for a Family Plan for lines as follows: ************ for *************** ************ for 5G; ************ for 20G; ************; ************ for 20G. Today, I needed to decide on any changes before the plan period ends on 7/19.23. That info is neither on their website or via their mobile app. I used both their online chat function and spoke with two people on their Help line. Only then, was I told that it was not set up as a Family Plan, giving me ability to monitor data usage and pay for the service. This is fraud, so I decided to switch to another carrier. Mint refused to give me the account number and transfer PIN for three of the lines, insisting that the only way they will do that is to send a code by text to each separate number. The Family Plan Interesting that they would have allowed me to pay for all five lines AND to renew all of them, but won't give me the account information. Again, they were all supposed to be in one account, under their "Family Plan." They will not tell me what the total amount of data usage is for each line. In summary, I did not get what was promised (Family Plan) and I am unable to transfer all numbers to another carrier because they won't give me each account number and a PIN. If the Family Plan had been activated as I ordered and paid for, none of this would have been an issue. If I started as a new customer I would be provided with ************** for $15/month. Since it was their error in not setting the lines up as a Family Plan in the first place, I asked them to give me the new customer pricing going forward. They refused. I paid for a plan and was not provided with what is listed in their terms. They are withholding information about my purchase they will let me renew the lines, but won't give me the account numbers. Their advertizing is fale and their online text and the two people on the Help line all refused to acknowledge their mistake.

  Business Response

  Date: 07/21/2023

  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

  Two more phone lines have stopped working. When I tried calling the support number listed on the website, ************, I get a recording with a series of advertisements. After listening to all of them, I was disconnected. I tried this twice.

   

  I also tried using their online chat function and again, no help at all.

   

  Rather than accept the response from Mint, I would like to escalate my complaint. I had to wait about ten minutes before I got an agent, and still, no help at all. How can I do that?

  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:07/15/2023

  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.

  Bought phone the first week of May 2023, order #MMO_1028171. Within about 5 days or sooner I notated there were problems via email and phone contact. About 5 weeks ago, the pre-paid phone time was finally refunded ($45), but the exchange of the S22 CAT flip phone never occurred. The keypad double clicks numbers and Mint said it would work itself out. Need replacement phone sent out, so defective phone can be sent back in return box, like normal companies do at Amazon, HP, ***** Etsy, etc. This is a $79 dollar phone, not $600 phone , so they should be relieved.

  Business Response

  Date: 07/21/2023

  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: 07/21/2023

  Below are emails to mobile phone company. They NEVER advertise that they will CHARGE you to send defective phone THEY sent you? (I ***************** 'faggot" ******** dies of AIDS)

  ------------------------

  Mint/Paola-
  If I send the phone back (S22 Flip Phone), I will NOT have a phone for 2+ weeks.  Why would anyone do that. A normal company sends a replacement phone along with a pre-paid self addressed box with mailing label inside and/or email that has printable mail label.  If the original phone is not sent back in the box, then the customer is charged the cost of the phone.  This model is executed thousands of times a day worldwide by ********************** TMobile (now tentatively  apart of Mint), etc.  I am not certain why Mint does not do that. Once again, send the replacement phone to replace this defective phone. This matter will STAY OPEN at BBB until resolved.
  *************************

  Business Response

  Date: 07/27/2023

  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: 07/27/2023

  BBB - I want to make certain the credit to the credit card does not credit back to the Seller.  Give it another week for the settlement to be final. Thank you.

• Initial Complaint

  Date:07/15/2023

  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.

  Back in March I terminated my contract with Boost because of increased prices. I moved to Mint Mobile in May. What a big mistake. First they told me they had service in my area. That is a lie and then they told me my phone was unlocked (which I already knew it was). Then withint one week I could not receive calls or make calls I had no service and couldnt do anything. I contacted Mint numerous times. Finally I told them just cancel it. You can keep the money just cancel the service. That was when I was told that it can't be cancelled until payment was due and i did not have auto pay set up. I have no auto pay set up. So, I realized this is a bad company. i have no idea why T Mobile wants to buy Mint. Anyway All I want is to cancel it and make it go away. I returned to Boost and they made me a great offer. Telephone number that was associated with Mint is **********. They also told me numerous times that I had service and my phone was unlocked until the last time I contacted them and they told me there was no service in my area and my phone was locked. Something is wrong with this company. Seriously, wrong

  Business Response

  Date: 07/19/2023

  Hello,
  

  In regards to this concern, we have contacted the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile