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:07/07/2023

  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 phone through Mint Mobile 3 months ago. I pay Affirm each month for my phone. I also purchased a 3 month no contract service plan from Mint Mobile for $20 per month plus taxes and fees. It is time to renew my service and the price is now $35 per month. This feels like ************* to me and I've asked Mint Mobile to unlock my phone (which I pay for each month to Affirm) and they will not do it. I've been asking them for 4 hours and they keep asking for my purchase receipt. I don't have it anymore.

  Business Response

  Date: 07/10/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:07/07/2023

  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 had two lines that I had with mint you credit me for one but never credit me for the other one. The other one was in my mom name *****************. You told me it it would be refunded in 7 days. I gave you all the information. You said it was taken care of. It was not taken care of. $120 activation fee and the phone number never was transferred from my previous provider. Please get this resolved asap.

  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

  
  Better Business Bureau,

  I never received a response from Mint at all  

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

  
  

• Initial Complaint

  Date:07/07/2023

  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.

  Transaction date: 6/26/2023 amount: $130 Charged for a service I no longer have with company, they are refusing to give me the money back and I dont have service with them

  Business Response

  Date: 07/11/2023

  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: 07/11/2023

  
  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:07/07/2023

  Type:Billing 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 a family plan with Mint mobile. Every 3 months I pay $15 a month it comes out to $50 and change with taxes. I have been a customer for 2 years. On 7/6/2023 I called Mint mobile to pay my upcoming bill which was due on 7/9/2023. I had $15 in my mint wallet which I wanted to use towards payment. I could not do it myself so called to ask for the customer rep to do it for me, meaning $35 would be taken out of my credit card after the $15 was taken off. I explained very carefully to the rep what I wanted, and asked her to PLEASE tell me before she took a payment out exactly how much would be charged to my credit card. She assured me that she would do so.About 2 minutes later, the rep says "OH no! The wallet amount of $15 was not applied and the sytem automatically took out $50" She said she was sorry she could not change anything. WhAT?????? I asked to speak to a supervisor.After much stalling, she finally gave me a supervisor. He advised me that he could do anything but if they cancelled my payment then my account could be suspended for non payment. I told them that MINT made the mistake and they needed to fix it. He said he couldn't. I then asked for HIS supervisor. I was given a "floor manager". She also told me that she couldn't do anything, that the money was taken out. A refund to me would cause my account to go into possible supspension. NO ONE COULD EXPLAIN WHY they could not reverse things and use the $15 in my account. The floor supervisor then offered me ANOTHER $10 in my wallet for the "Next pay cycle" which would be in October. I think this is a scam that Mint sets up. They say they put money into your wallet but you can NEVER use it, because they refuse to set it up in the account to have it automatically taken out. This is the THIRD TIME THIS HAS HAPPENED TO ME! I am angty and frustrated and **** REFUSES TO HELP ME. They should have offered me a month of free service or something for THEIR mistake but they absolutely REFUSE to own up to mistake

  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
  

  
  

  Customer Answer

  Date: 07/10/2023

  
  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:07/06/2023

  Type:Customer Service 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 received a change of $68.25 on my account from ******************. I followed their instructions and cancelled my account back in May of 2023. I removed my payment method and then turned off Auto-Renew as they instructed. I now have a charge for an account that I no longer use. I have been waiting online for over 3 hours to chat with a customer service agent (as I am currently out of the country) and 3 reps have disconnected me from the chat without any resolution and I have to start again.

  Business Response

  Date: 07/11/2023

  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:07/06/2023

  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 ended my service with Mint mobile on 6/24/2023, and have since spent 6 hours on hold trying to reach a human to source my account number and PIN. I am a doctor who uses my phone for work, and I'm unable to consistently receive text messages. This is ridiculous.

  Business Response

  Date: 07/07/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

  Business Response

  Date: 07/07/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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 am an American with a hidden physical disability seeking remedy from stonewalling, gaslighting, and fake participation in the proper venue. I am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue. Boost mobile claims the pin is valid and my line is eligible for transfer.Mint system is unable to work properly.

  Business Response

  Date: 07/07/2023

  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:07/06/2023

  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 family has been with mint mobile for quite awhile. The iPhone XR that I bought from them maybe three years ago was given to my daughter. I signed her up too to mint mobile using the old phone. We are traveling overseas so I called mint mobile to request unlocking the iPhone XR and customer service told me I need to show the order number. I dont keep receipt for that long period of time. And I asked her if she can check the history of my account thru IMEI. She said she will call me back after 20 minutes( she hung up on me at 710 pm) so at 7 30 pm I called mint mobile again and guess what? Theyre close SERIOUSLY

  Business Response

  Date: 07/07/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:07/05/2023

  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.

  I've been in contact with Mint Mobile about my service being disconnected 3 times in the last 5-6 months. I am paid in full until Feb. ****. They now tell me I must give them the contact numbers of everyone I've been in contact with over text and phone for the last month before they will help me.They claim this is to confirm that it's really me so they can send me a new sim card. They claim the problem is with my sim card.They could easily confirm who I am with a phone call to my number. I shouldn't have to expose my contacts to potential spam in order for them to send me a new sim card, if that is indeed the problem.It seems they have no interest in fixing the issue so I have asked that they allow me to switch my phone service to a more reliable service and then refund me the balance for the money I prepaid them. They have been sending me emails but won't reply to my original BBB letter. Nor do they seem to want to help **** am enclosing my correspondence with their agents asking for my contacts in order to help me.

  Business Response

  Date: 07/10/2023

  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: 07/10/2023

  They've done nothing to help me.  I've had their service for 1 1/2 years and they tell me the problem is I need a new sim card.

  They wouldn't send me a new sim card unless I agreed to give them 5 contacts I've had over the past month.

  I've sent them that info against my better judgment and I've gotten no reply from them.

  I called them July 6 and the agent said that within the hour I would receive a call from an top tier tech support agent and I'm still waiting on that call.

  They've never called or contacted me to fix this issue.

  Their customer service has been non-existent.  I don't believe they plan to help me fix this issue.

  I expect them to contact me and offer a solution to these issues. So far, all they do is pass me on to other agents and NOBODY is

  addressing this issue.

   

  Business Response

  Date: 07/17/2023

  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: 07/18/2023

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

• Initial Complaint

  Date:07/05/2023

  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.

  I was a mint Mobile customer for 3 months, but before I continued with another 3 months I was looking at other companies that might have cell phone deals.. I decided to go back to mint Mobile so I purchased three more months but there was a few days in between were I didn't have phone service because I didn't renew my 3 months right away. Since I didn't have phone service I was only able to text customer service and I could not get the customer service associate to restart my service with my business phone number that I used with mint Mobile just a few days previous.. so in order to call mint Mobile to explain better, I had to pay another company for service. After talking to mint customer service a couple times they stated they would offer me a refund. But he had to call me back. Of course I never heard from them again. I waited a couple days and then I sent a couple emails to ********************************** but I never got any replies. I don't understand why they're putting me through all this for $80. I even offered in the email to pay the rest for the full year. I'm just asking for the service I paid for or a refund That's it. The only documentation I have would be screen grabs of the the text conversation, the time on the phone, or the email I sent with no reply. my bank statement that I paid them.

  Business Response

  Date: 07/06/2023

  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: 07/06/2023

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