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:07/10/2023

  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 started a new phone service and I am unable to get through to Mint Mobile to port my phone number to my new phone service. When I call customer service, I sit on hold for 15 or more minutes and give up. When I try the chat, I have the same problem. I have tried for a couple of days now and I feel I shouldn't have to wait this long for something that is done much easier at other phone carriers. I would like Mint Mobile to send my account number and PIN number to me by email so I can port my phone number to my new service.

  Business Response

  Date: 07/14/2023

  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: 07/15/2023

  
  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:07/10/2023

  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 been trying to cancel autorenewing lines with mint for months now and havnt been able to speak with anyone. just a few of the charges ive been trying to rectify ...6/29/2368.16 3/31/2368.22 1/4/23130.9 12/31/2283.16 11/11/22201.6 10/6/22130.8 10/3/2283.23 Total$766.07 just today, i spent 6 hours on hold for both the chat and on the phone. i dont know what else to do. the only way to cancel online is to have the ****, which i dont have. and passwords which i had saved, no longer work which can only be reset if you have the passwords.card number is ****************

  Business Response

  Date: 07/14/2023

  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: 07/14/2023

  you responded by asking phone numbers and as i explained before, i dont have phone numbers/sim cards so i cant reset the passwords or cancel any auto pay. i simply have my credit card transactions that dont stop. of which i have already sent you information of. 

  Business Response

  Date: 07/20/2023

  Hello,
  

  In regards to this concern, we have made multiple attempts to contact the customer on this matter. We will keep the customer updated until final resolution is found.
  

  Thank you,
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:07/10/2023

  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.

  We purchased roaming credits for our international travel to ************. We purchased the credit primarily for making phone calls. In every case that a phone call was made Mint mobiles phone service disconnected the call the moment the person answered the call. We had to use ******* international calling to make the calls. We would never have paid for $30 for international roaming to mint mobile, if we had known they were incapable of providing working service as advertised. We could not reach Mint by phone and the people on the online chat do not comprehend english well and repeat themselves so frequently that trying to resolve this online would have ruined several hours of our vacation.

  Business Response

  Date: 07/14/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Business Response

  Date: 07/14/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Business Response

  Date: 07/14/2023

  Hello,
  

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

  Thank you,
  Mint Mobile
  

  
  

  Business Response

  Date: 07/14/2023

  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: 07/15/2023

  As has been the problem with Mint mobile, they simply seem to repeat jargon and do not actually address the issue or respond to the information provided so far. 

   

  My name is ************************* the phone number in question is ************. 

  I purchased international roaming minutes on two occasions once for $10 and once for $20. I all cases when calling the call would connect and the person would answer and then we would be immediately disconnected.  They are saying we used all of our data. We had wife and did not need data or text messaging. If they check the call log they will confirm the phone was not working correctly. 

  They keep saying they need additional information, but they have what they need and are specifying nothing. 

   

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

  alternate phone 614=530=6751

   

   

  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

  Hi I have received many follow up emails some saying the situation is resolved and I will receive a credit. 

  I will consider the situation resolved once a credit is received. 

  Thank you

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

• Initial Complaint

  Date:07/10/2023

  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 just got a new phone through ******** I must bring my phone number for various reasons. I cannot do this because MINT Mobile refuses to give me my Mint account number. I am literally on a chat with them that started 3 hours ago. After asking me personal questions about *******'s prices, I am left on eternal hold. I am still waiting for a response after repeatedly asking for a manager. Someone has got to stop this madness. These companies are out of control. I get paid $28.50 hourly. I expect Mint mobile to pay me the same. This is absolutely ridiculous. My time is valuable.

  Business Response

  Date: 07/14/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:07/09/2023

  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.

  Hello, I joined Mint Mobile after I repeatedly seen ads of *************************** advertising Mint Mobile. I was able to port my number to Mint Mobile with ease, however, it turned out my service area was not working with Mint Mobile so I could not connect to the network to make calls or send texts unless I was able to connect to Wi-Fi. I decided I was going to leave Mint Mobile to another carrier due to the service issues I had, however, I was on a chat waiting for someone for 39 minutes and I left the chat. I needed my Account Number and Pin and the only way to obtain this, is contacting Mint Mobile directly. I tried calling but was on hold for 48 minutes and someone did pick up - quite rudely actually but I told the agent the reason for my call and I had the run around for 27 minutes before they gave me MY account number and pin. I have never experienced so much trouble but the agent was trying to keep my business and I repeatedly said please, please give me my account number and pin. The agent finally got upset with me and said it back to me extremely fast and hung up on me. BBB - this business is holding my number and will not provide the information I need to leave their services. Can you please advise what to do as I am not going to make a chat or call them due to the wait times and how they treated me. It was unjustified behavior and I felt like the agent treated me poorly. Please help me obtain my account number and pin so I can leave this company. ************************* may own some stock shares but the company is ran poorly and no one should have to beg for their information to leave and then giving me the details so fast and hanging up on. I will never recommend this company and due to their customer service, this company will go down very soon unless they make some changes. Please help me.

  Business Response

  Date: 07/11/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

  Customer Answer

  Date: 07/11/2023

  Mint Mobile did not resolve the issue - I did myself by begging them for the account number and pin - numerous chats and calls and they would refuse to give it to me and kept offering me discounts - I finally had to call back and wait 56 minutes for someone and then the agent would not give me the account number and pin I asked for. 
  
  I want a refund of the services as I paid for a 3 month plan with them up front and decided to move elsewhere. This needs to be resolved by a full refund of the months of service I paid for due to the issues with providing me with my account information. This is not a good business to deal with when you try to cancel services. This matter is not resolved as mint never contacted me, I reached out numerous times. This is not okay. I decline that this matter is resolved 
  
  

  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 10 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.

   

  thank you 

  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:07/09/2023

  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 ordered a sim and paid for 3 months of service with mint mobile. I never could get my service to work properly and after the data at high speed was used, it would not work at all. I made multiple calls to the company trying to solve the issue but not one rep could. After 7 days I switched to another provider and requested a refund, as I paid for 3 months and attempted to use for a week. I was told I do not meet their requirements for a refund. It is fraud to charge someone for services they are not receiving and never worked properly. The approximate date was 7/1/23.

  Business Response

  Date: 07/10/2023

  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:07/08/2023

  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.

  JULY 5 2023 Y PAID $53.72 For Mint mobile service, but service was not active.I had been calling today July 8, 2023 9 time, phone, chat and webside . Nothing work By phone they giving you the running around and after you wait over 120 minutes manage left me and discconect calls.I had been asking for confirmation refund by email or text, everyone said, SORRY WE CANT DO THAT.I this moment nobody are responding my concerns/ Mint mobile just hung up phone

  Business Response

  Date: 07/13/2023

  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:07/08/2023

  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 started using Mint Mobile this year and the first 3 months of service were fine. I could go town and use the internet no issues. I renewed another 3 months on June 26 for about $115. I didnt have to leave my house much during that time so I was connected to wifi and didnt notice an issue. When I did leave the house however, my data would not work properly. I called customer service on the 28th and 30th. Spoke to 3 different people who tried to correct the issue. They didnt make tickets or pass along this issue in any way. Maybe one note was made. I was told my phone need to be updated ( it was updated to the latest). Also was told the area Im in isnt great (why did it work fine the first three months) None of the solutions they gave worked. I was told on the 30th that I would be able to receive a refund if it still didnt work. There was no mention of how long I had before the refund would not be available. I had to get a new carrier and it took a couple of days for the *** to arrive. It arrived on the 7th. Deleted my Esim immediately and switched. I called back on the 8th to receive a refund and was told it was too late. If they offered to even just give money for the other 2 months I paid in advance that would have been fine. There is no reason you need my money for something I cant and will not use. A service that didnt even work properly. I see why they get you to pay months in advance, basically thieves at this point. They offered a replacement *** and said thats all they could do. *** already switched and now my data works fine. Can I have the money back that was basically stolen? Pics of full signal but cant even load music, tiktok. I have a screen recording as well but cant submit.

  Business Response

  Date: 07/13/2023

  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:07/08/2023

  Type:Sales and Advertising 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 a new iPhone 14 for $898.22 on 5/10/23 and received confirmation that the order had been shipped on 5/11/23 along with a tracking number. After a week, I contacted customer service to find out why the tracking information said that the package had still not been received by ***** A few unhelpful attempts with customer service later, I was told that a reshipment was made and that I would receive new tracking information, which I never did. I then cancelled my order on 5/25/23 and requested a refund which I was assured would be credited to my Affirm account which I had used to pay for the order. After hanging up the phone, I received an email stating that my "return" had been authorized and that I would receive a refund after the package was returned. I contacted customer service again, worried that I would not receive a refund because I had no package to return. I then had to explain the situation several more times only to be ignored. I reached out to @mintmobilecares on ******* on 6/14/23. At first it sounded like they were going to be able to solve the issue. They had me send proof of my order, return number, and proof I had not received the package and said they would speak with another department that could fix my issue. I received DMs on 6/16, 6/20, and 6/21 stating they were continuing to work on the issue. I contacted them on ******* again on 6/27 asking for an update and they responded on 7/4 that they are still waiting to be contacted by another department. At this point, I don't believe they plan on refunding my order at all. Because I placed the order through Affirm, I'm still being charged monthly for the phone as well as interest. My order ID is #*******. My return ID is #*****.

  Business Response

  Date: 07/14/2023

  Hello,
  

  In regards to this concern, we are looking into this issue and will contact the customer shortly with an update.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 07/14/2023

  There continues to be no resolution beyond the reoccurring statement that a "higher department" will look at the situation. I've been told this many times over the past weeks and that someone would contact me when a solution could be made and still nothing has happened. 

  Business Response

  Date: 07/20/2023

  Hello,
  

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

  Thank you,
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:07/08/2023

  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.

  I canceled services with Mint in May 2023 and continue to be billed for services. I had it happen on June 2023. Contacted Mint, they said they had no recordof the payment, autopay was not active for my old account, and that my account was fully cancelled; if they had billed me, wait a few days and funds would be returned. They weren't and when I disputed charges through Paypal, Mint didn't respond and Paypal forced the refund. It's July and again Mint has autowithdrawn funds again and I'm again having to dispute through ******. I'm frustrated that the autopayment keeps being reactivated and I continue to be billed for services I don't have and did cancel correctly as per Mint's confirmation.

  Business Response

  Date: 07/13/2023

  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: 07/13/2023

  Mint has both not reached out to me and has been denying the existance of an account since April 2023 despite speaking to multiple representatives and customer service refusing to escalate the issue to a supervisor despite a direct request when the agent couldn't resolve the issue. I have called in repeatedly and spoken to several representatives who say the account doesn't exist and I'm not being charged, but my Paypal statements and bank statements beg to differ.

   

  If Mint would like to reach out to me, I can be reached at the number that was transfered from them: ************ or the same email address attached to that number

  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