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:07/05/2023

  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 on 13 June 2023 for $45 a 3 month plan and received it a 4 days later by mail. However although I successfully activated the sim with a brand new no ************** and was able to place calls for a 2 days.I dont have access since a week tk this phone no and chatter several times with mint however no resolution was provided!!

  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:07/04/2023

  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 was trying out a new mobile carrier, Mint Mobile, and found the process so frustrating that I cancelled the purchased service plan within a few hours, removed the *** card and went back to my current provider. The refund request process is very vague. You fill out a form online and after you hit enter there's no confirmation nor email acknowledgement. The ** (customer service) I spoke with can't see that I made a timely refund request and by the time I realized it hadn't gone thru, the 7-day 'refund window' had expired. I called a ** rep who assured me that, despite it being weeks later, he was processing my refund ... yet also offered no confirmation. I got an email about a week later saying the request was denied due to being outside the 'refund window.'I again called customer service and actually got a gentleman (named **** I think) who offered to help me with my initial processing snafu, which was to port my phone number, as well as issue a credit for the unused months.Because he needed my current *** card # and it was in my phone, he was going to call me back giving me enough time to remove the ***, get the # off of it and reinsert and reboot my phone. He never called back. So I again reached out to customer service. But no-one was able or willing to help me continue the process I started with *********One ** rep wanted to have me port my # from my current plan onto the Mint mobile *** without even admitting she might not be able to reimburse me for the month I didn't realize I was getting charged for, nor the current month of July for which I had already bought a top-up plan for with my current provider.Simply put, I had the Mint mobile *** in my phone for less than a day. Requested a refund within 2-3 hours of purchasing a plan, and because that request didn't seem to do through, which I would not have been made aware of, the company refuses to refund me for their services which I never used, aside from several minutes of trying to initialize the service.

  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 10 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 and appreciate the response made by Mint Mobile in reference to complaint ID ********.  I am pleased with this resolution.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Kind regards,
  
  Rac Flac
  
   
  

• Initial Complaint

  Date:07/03/2023

  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 recently signed up as a new customer for Mint for 2 lines for my family to get the advertised low rates. I signed my accounts up for auto renewal as I prefer this method for billing and payment convenience. When my account auto renewed, it renewed at a higher rate than the original rate I signed up for. I contacted support last week when I saw the increase and spoke with a customer service agent on their online chat and after some discussion they explained that the rate I signed up for is for a 12 month plan and my account renewed for 3 months which was the higher rate. I explained that I wasn't aware of that and asked if they could switch me to the 12 month plan. They explained that they don't normally do that but agreed that they would make an exception and switch me over. I kept checking my account and noticed the change was never made. I reached out again today to the same chat support tool and spoke with a different agent who told me they would not change this due to their 48 hour change policy. I told them this was never mentioned previously and that the previous agent told me they would make this change for me. The agent informed me that they would not do this. I asked them to explain the change in decision but would never get an answer other than they would not do it. This is terrible customer service and can't believe they would want to risk losing a brand new customer over this. I asked for a copy of our chat transcript so I can escalate this but was told they don't provide that and was given a reference number instead. This seems very unethical. I was given case numbers SUPPORTM-****** - ****************************** - ************ for my reference. I told them I would escalate this everywhere I can. I hope someone at a higher level at Mint will review this and try to keep a customer. This seem like a ***** issue for them to take such a rigid position. I'd like to stay a happy and long time customer.

  Business Response

  Date: 07/07/2023

  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: 07/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and concede that the issue has been resolved, however, when they issued the refund they suspended phone service on both lines on my plan without any notification leaving both myself and my son without cell phone service.  I had to get a friend's phone to contact them to get my phones reactivated.  Very unprofessional.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:07/03/2023

  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.

  Mint Mobile account: Requested a 3 month renewal on a 2 line plan on 5/23. and paid with Discover. Nothing happened so I requested a renewal a second time on 6/8 with Discover. Both lines were activated. My discover bill shows a charge of $82.66 for each line. I called Mint but got no clear explanation and could not get past the foreign speaking agent, The numbers are: ************ & 570-8329.

  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:07/03/2023

  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.

  Mint mobile did not disclose anywhere in their plan literature that there is a restriction on the number of people you can have in a group message. Regardless if you created the group or are merely responding to messages in a group message and don't actually have everyone's contact info yourself. Since it us not disclosed anywhere you don't discover the issue until you attempt to reply to a message and it won't let you. Mint will not refund you the balance of your payment (you pay in advance for service) after 7 days of service despite the fact that they were not transparent about this limitation and therefore got your business using deceptive means

  Business Response

  Date: 07/07/2023

  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: 07/09/2023

  they have not contacted me since I lodged this complaint. Their only response was they will do nothing and that was when I originally contacted them. I have not received a phone call/voice-mail, text, email, or any other form of communication at all from them since I lodged complaint and certainly nothing stating that they have fixed the issue or that they will allow me to cancel and refund me since they never let you know before sign up that you can't text or respond to texts with more than 10 people 

  Business Response

  Date: 07/14/2023

  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:07/03/2023

  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.

  Have tried for the past 48 hours to contact someone at Mint Mobile since they do not provide the account number and PIN online without talking to someone. Have spent hours waiting on the chat and hours waiting on hold with ***************** I assume that this is a ploy to make me miss the 7 day refund guarantee, but in any case, the lack of accessibility is holding my phone numbers captive. I require my account number and PIN or a clear path to connect with someone who can provide.

  Business Response

  Date: 07/07/2023

  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: 07/07/2023

  
  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:07/02/2023

  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.

  Mint build the process to prevent users from transfering number from their network.They force users to talk to a bot to get the account number. It asks a lot questions that they already know since I am signed in. Then it puts you in a long waiting list. Some human being then jump in randomly to ask users to confirm they are still active. Of course not, as nobody would wait for hours. So they happily close the dialogue.

  Business Response

  Date: 07/05/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:07/02/2023

  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 tried for three days to obtain my port out information from Mint. Call, stay on hold and nobody answers, same in chat. Their ************ on Reddit started a chat then no response in over 24 hours.

  Business Response

  Date: 07/07/2023

  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:07/02/2023

  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 been trying to port out my number to switch to a different carrier. My service with Mint expires today, so I am trying to switch today. Mint is forcing me to contact customer service to get my account number. When I try to contact customer service via phone, they hang up when I ask about getting my account number (after a VERY long holding time) and they do not respond via chat. I believe they are actively stalling so my account with them expires, forcing me to renew with them in order to port out my number.

  Business Response

  Date: 07/07/2023

  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:07/01/2023

  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.

  pay $200.00 for a year phone service. Good until dec .my phone can not call out or receive calls. All I wanted was my account number so that I can have my same number that I had since **** on my land line. after days on the phone nothing was resolved. they just put you on hold until you get ****** off and hang up!!!!!

  Business Response

  Date: 07/06/2023

  Hello,
  

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

  Thank you,
  Mint Mobile