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:06/28/2023

  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.

  The business has provided a chat support line and customer support telephone number. The only way I can get my account number and pin to port out is to have an agent give me this information. I have no access to this information without assistance from Mint Mobile. I am attempting to port out of the service to another carrier and I cannot do so without an agent providing me my account number and pin.Over the last 4 days, I have spent a collective **** hours (and counting), on chat waiting to be transferred to an agent that can provide my account information. I have spent a collective 6 hours on hold on the phone, waiting to speak with an agent. And another several hours trying to contact Mint Mobile through ******** Reddit, and ********* My plan ended two days ago so I currently do not have an active phone carrier because Mint Mobile will not provide my account information. This is information necessary to switch to a different carrier and it is being withheld. Twice, an agent has come onto chat knowing I need my account number before saying that they need to transfer me to another department who can help me, only for no one to come back on. I have to rejoin the queue everyday. It is completely inappropriate that I cannot access account information that is necessary to change carriers.

  Business Response

  Date: 07/05/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:06/28/2023

  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 port my phone number out from Mint Mobile for over three days now. I will sit on hold for hours and people who barely speak English will answer say they have to transfer me and then hang up. I need my account number and pin from them and they refuse to provide the information I am requesting.

  Business Response

  Date: 06/29/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:06/27/2023

  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.

  Cannot contact anyone when needed including blocking er numbers.

  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:06/27/2023

  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 had Mint Mobile phone plan until today. Today I signed up for ***** plan and was trying to transfer my Mint Mobile phone number to *****. However, Mint Mobile illegally deactivated my phone number *************) to block mr from transferring my number to *****. This was totally illegal and wrong.I request Mint Mobile to reactivate my phone number *************) immediately so that I can transfer my number to *****.

  Business Response

  Date: 07/07/2023

  Hello,
  

  We have resolved this concern with the customer.
  

  Thank you,
  ****************** 
  

  
  

• Initial Complaint

  Date:06/27/2023

  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.

  In May 2023, Mint Mobile charged my annual renewal fee of $228.00. On June 27th I called them to close my account and turn off my personal phone because my work provides me with a free phone and service. After an hour on hold, Mint canceled my account but said it was against their policy to give refunds beyond the 5 day window after the renewal date. This was shocking news to me that a company could keep 11 months worth of my yearly fee.

  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: 07/07/2023

  
  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:06/27/2023

  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.

  The carrier refuses to engage in conversation with me. Im attempting to obtain my account and pin to port out to a different carrier. They have my phone number held hostage. This does not seem to be all that uncommon as I see multiple references online to individuals not able to port out. The company makes it very easy to sign up but near impossible to leave.

  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
  

  
  

• Initial Complaint

  Date:06/27/2023

  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 has locked a previously unlocked phone that they have no legal reason doing so. I bought this phone from Apple fully unlocked and have used ******* prior and now I am having an issue with Mint as they have fully carrier locked my phone and refuse to even look at it as I did not buy the phone through them, even though they locked it!!

  Business Response

  Date: 07/07/2023

  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
  

  
  

• Initial Complaint

  Date:06/27/2023

  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 joined Mint Mobile on March 28, 2023 with a 3 month activation. I went ahead and paid for a full year on March 30, 2023 ahead which gave me a renewal date in June ****. I went ahead and did this for the 3 additional lines I added, as a part of the family plan. Yesterday, on June 26, I received a notification I was being charged for $180 for another year. This morning, I received texts saying I was being charged ~$202 for each of the 3 additional lines for 1 full year. I called Mint Mobile and after 10 min of waiting was able to talk someone who went through a process that took over 20 min to give me 4 confirmation numbers that confirmed she had submitted the refunds. She was great - I was glad to finally be able to talk to her. I then tried to take the auto-renewal off my account but discovered that I needed to have that in order to have a family plan. About 30 min later, I received a text from Mint Mobile saying "Upon further investigation, we found that we cannot process the refund because the services are outside the refund policy (Timeframe of the request). Therefore, your request has been denied." This does not make sense because I've already paid for services through June **** and they charged me yesterday for the same service. I then try to call Mint Mobile from my cell phone and it does not provide me with any options, such as press 1, 2, or 3 for specific help, but I wait for over 15 min and still no one picks up on the line. Finally, I use my work cell, which is not a Mint Mobile service phone, to call and it gives me options to talk to someone. I do get a live person on the phone, he is helpful, and tries to find out why I'm being charged again and looks at the notes. He asks to put me on hold and then the call just ends.

  Business Response

  Date: 07/03/2023

  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: 07/03/2023

  
  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:06/26/2023

  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 spent > 5 hours on hold both on the app, text and phone with Mint mobile customer support trying to get my account number and port out pin # to change to a different carrier. Mint does not make this information available to the consumer on their app or website in any way. They simply refuse to let people leave (even though my contract term is closing and I have a medical need to change carriers as Mint can not support functionality of my medical devices) By not answering customers in a timely fashion they are counting on people giving up to keep their business.

  Business Response

  Date: 07/03/2023

  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:06/26/2023

  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 lost my phone with 5 months left on a PREPAID 1 year sim. After 2+ hours trying to get someone at Mint Mobile via phone and chat, someone named *** picked up. She told me my option was to request a replacement which would arrive in 3-5 business days. I needed it right away. I had to replace the phone anyway so I asked if I could get the sim at Best Buy and she could deactivate the old sim and credit the new one. She checked with a supervisor and agreed. She said she would call the next day and asked for a good rating. I gave her one, naively expecting she would call. NO CALL. Called back...45 minutes on hold. No record of my call. No notes. I am told no it cannot be done. My only option is to purchase ANOTHER Sim for $9.95 to recover $75 of credit... However, since the sim security is compromised, I do not want to have the same number or port the old number to a new one. I want a new UNRELATED sim and new account. New agent said she would check with a supervisor and call today... NO CALL. I have a SIM as I naively expected the first person to follow through with her promise. I want the original sim to be deactivated and a credit for the same amount to my new sim. I am a 3+ year customer and treated so badly!! :/ I would be happy if they mailed me a gift code or credit to use up my 5 months. I do not want them to ship a sim related to my old account. MM phone number was ************.

  Business Response

  Date: 07/03/2023

  Hello,
  

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

  Thank you,
  Mint Mobile