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:06/26/2023

  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.

  This has been a terrible experience. I signed up with Mint for 3 months. Immediately I began having issues, instead of showing bars of service my phone shows a circle with a line through it. If I try to make a call I get a notice that I have no service provider. I could neither make nor receive calls, nor send or receive texts or anything else with the phone. I called over a dozen times all throughout the first 3 months. I did every trouble shooting, resetting, restarting, all the suggestions each rep asked me to do several times with no improvement. They also told me there were tower issues, yet my wife, who has an IPHONE had no issues at all. Finally they sent me a new *** card, which they tried to charge me $10. When I changed out the *** card, the problem accelerated. I have to restart my phone several times a day in order to have service for a brief period. Then today, I got a notice from PayPal that $115.17 was sent to Mint for "Billing Agreement" even though I do not have automatic payments set up. Checking my account online there is no record of a payment, they are trying to collect for my plan that is still set to expire in 2 days. I have spent countless hours dealing with dozens of service reps, gotten the run-around, yet still no working phone service. This has gone on since day 1 with Mint. Today I am on the phone again with a rep who is completely clueless and can find no record of the PayPal transaction. PayPal shows this: Reason - Billing Agreement Contact info - Mint Mobile - The receiver of this payment is Verified ********************************* ************ Payment Sent to*********************************

  Business Response

  Date: 07/03/2023

  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:06/26/2023

  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 am trying to cancel plan and get a refund from Mintmobile. Order no ********, phn no **********, purchase date May 28, 2023 , purchased directly from their website. Chatted online with customer rep *** on 6/26/2023. She initially stated that I am not eligible for refund after 7 days. Now their cancellation policy has ambiguity and does not have any clear clarification in distinguishing between new service plan versus renewal (which *** agreed in the chat). Plan says 'You are not eligible to request a refund for a new Mint Mobile service activation or SIM kit when forty-five (45) calendar days have passed since the date of purchase (45-day refund exclusion) MY PLAN HAS BEEN ACTIVATED ONLY 29 days ago.

  Business Response

  Date: 06/29/2023

  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: 06/29/2023

  
  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. However, Mint mobile has so far only gathered data and neither revealed the amount of refund nor when I can receive my refund. So, this case needs to remain open until it is fully resolved and the appropriate amount is credited.
  
  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.

  Paid for a 3 month trial plan with their mobile service. Then decided their service is not as good as Spectrum like I had before so asked to switch back. They have so far refused to give the transfer pin number to Spectrum so I have no phone service. Have called them at least twice already and all they do is keep me on hold,tonight was 55 minutes and they never come back to the phone. Phone number given belongs to my wife since I do not have use of mine but the one that belongs to me and needs to be transferr is: ************

  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:06/25/2023

  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.

  In December of 2021, I purchased 2 iphone 13's and a phone plan. The phones have been paid off since the day that I purchased them. I have met the minimum requirement of having a plan with them for 12 months.On June 19, 2023 I called to say that I would like my phones unlocked because I wanted to switch to another carrier. I was told that it would take ***** hours. It is now June 25, 2023 and the phones are still locked. After calling several times they continue to tell me that it will be 24 - 72 hours now before the phones can be unlocked.According to the *** carriers have 48 hours to unlock the phone from the time of th request. Clearly this has not been the case. Mint is not giving me the ability to use my own property and this is really taking advantage of me, the consumer.I am just asking that mint unlocks my phone so that I am able to continue with another provider.

  Business Response

  Date: 06/27/2023

  Hello,
  

  In regards to this concern, we have been in contact with the customer and provided a resolution for the locked devices.
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 06/27/2023

  
  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:06/25/2023

  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 is refusing to provide me with roaming data. At no point was I informed of a roaming limit. Thanks to them, I am not abruptly, with no apparent recourse, stranded in a foreign country with no way to contact anyone. They are refusing to help me. Unless I get this roaming, I'm not sure if I can manage to get home safely.

  Business Response

  Date: 06/27/2023

  Hello,
  

  In regards to this concern, we have found that the customer has successfully ported their number.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/24/2023

  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 opened an account for cellular service with Mint Mobile. he service could never be set-up correctly. I simply requested my account number from them so that I could ********** service with another provider and still have not been given my information. Multiple calls and online chat sessions still have not resolved the issue. They are making it impossible to cancel service and get the necessary information for me to have safe reliable service elsewhere.

  Business Response

  Date: 06/27/2023

  Hello,
  

  In regards to this concern, we have found that the customer was able to successfully port out.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/24/2023

  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.

  Multiple times this year, I have recieved offer of $400 off the ****** Pixel 7 Pro phone bundle with plan from Mint Mobile. Even now Mint Mobile has promised to honor this offer before or during i make the payment. However, I am not seeing $ 400 off the phone device when i make the payment. I am just seeing $ 300 off and Mint Mobile has promised to made adjustment (offer credit of coupon) but I am not seeing this notion in action.I was made this offer multiple times and due to confusion of the number porting somehow the purchase did not go through in Jan and Feb 2023.Agent: Mynz - ID: ****** and Supervisor ****** of Mint Mobile were unable to fulfill the order but had promised this offer at any time when i want to place the offer. I was told this because they were not clear about the number porting process.i intended to place later as I have been attempting to make this purchase if i get $400 off (the device). However, even after promise from Mint Mobile, i am just seeing $ 300 off.Unlimited plan offer stays the same ranging from $ 90 for (6 months for 5GB Data) and 6 months free,and $ 180 for (6 months) unlimited data and 6 months free.They promised a a way where price of ****** Pixel 7 Pro is $ 499 (meaning $ 400 off) or $ 100 in coupon or account credit etc. (promized). ********, i do not see this when i checkout and make payment (full or monthly).On June 21, the agent ******* also agreed with you that there has been a promotion offered to me - i.e. with the $400 discount.

  Business Response

  Date: 06/29/2023

  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:06/23/2023

  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.

  On June 11 my plan automatically renewed for 6 month service. On that same day I called and asked to be switched over to a one year plan. I was told I would need to be refunded and then subscribe to the correct plan. Refunds would take **** days. My ticket was never submitted to the right team, and after 14 days I called to follow up and found this out. Was told I would get a reply in 24 hours with my new ticket. NEVER DID. Called again, was told my refund would be expedited. Its now been 16 days and mint cancelled my service. The best part is I NEVER RECEIVED MY REFUND YET. Its 8pm on a Saturday evening and I cant just walk into a competitors store to get a new plan or SIM card and I have no service.

  Business Response

  Date: 06/29/2023

  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:06/23/2023

  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.

  Mint mobile is a scam company

  Business Response

  Date: 06/29/2023

  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: 06/29/2023

  No one has contacted me .

   

  Customer Answer

  Date: 06/29/2023

  I e already said why but bbb seemed to have lost my complaint , I'm desiring a full year refund and I request to.keep.my.number as I transfer to another providing that actually has service in the area that I need 

   

  Customer Answer

  Date: 07/19/2023

  I hope this letter finds you well. I am writing to express my dissatisfaction with the service provided by Mint Mobile and to request appropriate compensation for the inconvenience caused.

  
  

  Firstly, I want to highlight the recurring issues I have experienced with Mint Mobile's service. Over the past few months, the quality of the network coverage has been consistently poor. I frequently encounter dropped calls, slow internet speeds, and difficulties in establishing reliable connections. These issues severely hinder both my personal and professional activities, leading to frustration and inefficiency.

  
  

  Furthermore, the customer support I have received has been subpar. Despite reporting these problems on multiple occasions, the resolution process has been slow and ineffective. The agents I have interacted with seem unable to address my concerns adequately, leaving me feeling unheard and dissatisfied.

  
  

  Given the extent of the inconvenience and the impact it has had on my daily life, I believe it is only fair to request appropriate compensation. I kindly request that Mint Mobile provide me with a suitable gratuity that reflects the dissatisfaction and inconvenience I have endured. I trust that Mint Mobile values its customers and will take this request seriously.

  
  

  In addition to an appropriate compensation, I also urge Mint Mobile to improve its network infrastructure and optimize its customer support services. As a loyal customer, I expect a consistently reliable and satisfactory experience that matches or exceeds that of competitors in the industry.

  
  

  I kindly request a prompt response to this letter, preferably within [reasonable time frame, e.g., 14 days]. I believe that addressing these concerns promptly will not only resolve my current issues but also demonstrate Mint Mobile's commitment to its customers.

  
  

  I look forward to a swift resolution and an improved service experience. Thank you for your attention to this matter.

  Business Response

  Date: 07/25/2023

  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: 07/26/2023

  
  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:06/23/2023

  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.

  On June 20, I filed a review as following:My experience with Mint was fine until yesterday when I need to port out. Mint simply refused to provide me my account number and pin. If I call them, choose the service I need, nobody pick up the phone after waiting for 15+ minutes. If I chat with its online chatbot, they just put me in the queue then no response after waiting for over one hour. Disgusting! This is not the way Mint can keep your customers On June 21, Mint responded my review saying they will contact me selarately to solve my problem. They have my mobile number as well as email address. But they did not do anything up to now.My plan with Mint will end in 4 days, I have to change my mobile phone number will is combined with lots of my accounts.

  Business Response

  Date: 06/29/2023

  Hello,
  

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

  Thank you,
  Mint Mobile