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:07/15/2023

  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 a contract with Mint Mobile in the US. When I traveled in June/July or 2023, I purchased $35 worth of International Roaming credits, but, after the first days, I could not receive or send texts or use data, despite troubleshooting my phone several times. I contacted ****'s support, but received no help and also no refund.

  Business Response

  Date: 07/20/2023

  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:07/14/2023

  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 mint customer service a couple of weeks ago to change my phone number, when I started sending it to people they told me that is was coming up under another name so I contacted mint customer service again, the person said they created a ticket and I would receive a call when it was fixed. Five days later nobody called so I called them back and I was told that they had to create another ticket. Then I called them yesterday to check on it AGAIN since I didnt receive a call and again they said they would have to create a ticket so I said no, I said I just wanted my money back and Id go to a different company. So I verified my bank information since it has changed since the last time I paid my bill and I was told that they have it and that it would be refunded back to that account. I have spent almost all day trying to get my money because the customer service people dont know what theyre doing, I just want my money back and to leave this company but for some reason they still havent given me back my money and closed my account.

  Business Response

  Date: 07/20/2023

  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 
  

  
  

  Customer Answer

  Date: 07/20/2023

  they havent contacted me.

  Business Response

  Date: 07/26/2023

  Hello,
  

  In regards to this concern, we have been in contact with customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/26/2023

  no theyre not

• Initial Complaint

  Date:07/14/2023

  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.

  Started service with Mint Mobile on 6/14/2023. The service was spotty at best. We never had more than 3 bars of transmission strength. Most days one or 2 bars. On occasion a call or a text would go through. Called multiple time to fix the problem and only once did someone answer, Did not help. Have called many times since and have been put on hold for an hour or more with no answer. Today I got through to cancel the service and they would not cancel it.The agent said she would send a text to verify the account. I told her it wouldn't work because the phone doesn't work. Said I would have to let the 3 months service run out and they would not give me a refund. Said their policy is no refunds after 7 days.

  Business Response

  Date: 07/20/2023

  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: 07/22/2023

  I have received no refund. The rest is just lip service.

  ***************************

  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: 07/30/2023

  
  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:07/14/2023

  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.

  My phone will not place calls when connected to WiFi. Mint mobile is saying this is because my phone is locked and that I need to contact my previous carrier to get it unlocked. But I bought this phone already unlocked from Amazon. And I've been using it with Mint for over a year! How could it possibly be locked when I've been using it for over a year and it works just fine when I am not connected to WiFi????? They refuse to resolve this issue.

  Business Response

  Date: 07/20/2023

  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: 07/20/2023

   This is a lie. I have received no such contact

  Business Response

  Date: 07/26/2023

  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: 07/26/2023

   This is a bald faced lie. No attempts to troubleshoot the issue I am experiencing have been made. I would be happy to see any proof or evidence that suggests any attempts have been made to troubleshoot the issue I am experiencing

  Business Response

  Date: 09/05/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to contact the customer with no reply at the number listed on the BBB form. 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: 09/06/2023

   what's to accept? They never responded

• Initial Complaint

  Date:07/13/2023

  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.

  July 12 I renewed my plan for 3 months, July 13 My phone became unusable. Mint Mobile would not refund any of what I paid for 3 months for 2 days of service.

  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
  

  
  

  Customer Answer

  Date: 07/19/2023

  
  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:07/13/2023

  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 bought a new unlocked phone from Target (receipt attached). I also bought a sim card from Mint (receipt attached). The phone worked fine with Mint. However, it is now sim-locked to Mint so I can't change the sim card. I have been in contact with their support (call, chat, messaging, etc.) for a week now to unlock a phone that was not supposed to be locked in the first place. They refuse to do this.

  Business Response

  Date: 07/18/2023

  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:07/13/2023

  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.

  Been a customer since 2017, have an annual contract. In the last 2 months the service has gotten progressively worse. Now, if I'm lucky, I get messages. I basically got the worse pager service that's really expensive. Same phone, same sim. It just quit. Called for a replacement and they're supposed to send a sim with a new phone. Well, the phone arrived, the sim did not.Mostly I get dismissed. I'd like what I paid for or my money back plus the 2 months for the service that has not worked much since May.

  Business Response

  Date: 07/18/2023

  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:07/12/2023

  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 paid for a year of Mint Mobile service and am requesting a refund for the remainder of the term, as Mint Mobile has repeatedly turned off my service because of a mistake on their end. Due to how often Mint Mobile has mistakenly turned off my phone service, and how difficult it was to get it turned back on, I find Mint Mobile to be a defective, unusable product and believe I should get my money back. Today's date is July 12, 2023.I paid Mint Mobile $390.55 on Jan 25, 2023, for one year of pre-paid service. My plan expires on Jan 24, ****. My service has been shut off by Mint Mobile on three separate occasions, supposedly due to my plan being expired. My plan was absolutely and provably not expired during that time of service being shut off. It is a mistake in their system that keeps happening. The first two times, I had to spend days trying to get my service turned back on, and countless hours on the phone and chat with them. My service got shut off again, for a third time, on July 11, 2023. This time, I contacted them and said I want to switch services, and I would like a refund for the remainder of my service term, as I am not receiving the phone service that I have paid for. They said they will issue a refund. The next day, I got a message saying that my refund has been denied. To summarize, I believe they owe me a refund because the product they sold was not a functioning phone service. Repeatedly having to spend entire days arguing with their customer service to fix a mistake that is entirely theirs, is not a properly functioning phone service.

  Business Response

  Date: 07/19/2023

  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:07/12/2023

  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 tried to change my cell phone carrier from ******* to Mint today. Mint said it would work easily with the e sim card. The e sim card will not work because ******* did not unlock my fully paid for iPhone. I went to the ******* store even tho I deal with severe health issues & and was told I have to have a physical sim card from a new cell phone provider in order for ******* to fully unlock my phone!?! I contacted *********** told me it would be 7 days to receive the sim card which may or may not work during which time I have zero cell phone service and I needed to pay another $10. I cancelled my Mint account; Mint made me fill out a cancellation request form.Mint Completely refund my charge. I will go without a cell phone. I CANNOT DEAL WITH THE INSANITY!!!

  Business Response

  Date: 07/18/2023

  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: 07/18/2023

  
  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,
  
  ********** Venus
  
   
  

• Initial Complaint

  Date:07/12/2023

  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.

  Dear ****, unfortunately, I had my cell phone stolen abroad (in ******), where my e-sim of line number ***************** was installed. I have already bought a new device, and I need to transfer the line to it, as a new e-sim, with the same number.On Monday (07/10/2023) I contacted support through the chat, and I was informed that until the next day, after technical checks, a new link with QR code would be sent, to do the reinstallation, but so far I had no update.My need is for your urgent assistance to resume contacts with clients. If necessary, I can pay some fee, as long as it is to recover the same number.

  Business Response

  Date: 07/18/2023

  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: 07/18/2023

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