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:06/22/2023

  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 ordered a new phone from the Mint Mobile website on 6/16/2023. I paid $20.00 for overnight shipping and finally received my phone on 6/20/2023. I had to deactivate my old SIM card from my current phone in order to activate the new phone. My phones esim was (and still is) locked, so I called customer service to take care of the issue. At this point, I do not have a working phone. I spoke to a total of six (6) different customer service representatives from approx 5pm on 6/20/2023 until my last call to Mint on 6/21/2023 at approx 9:30pm. Each customer service representative informed me that they were dedicated to fixing my issue. The first representative I spoke to at approx 5pm 6/20/2024 told me that the issue would be fixed within one (1) hour. After about an hour and a half, I called Mint mobile back, to which the new customer service representative told me that he had entered my ticket (CRT- *****) at the highest possible priority and that my phone would be unlocked by the next morning (morning of 6/21/2023). I woke up the next morning with no communications from Mint, so I called again and the customer service rep informed me that the team was working on it. A few hours later at approx noon on 6/21/2023, I spoke with another customer service representative, who told me he would fix my issue and call me back. I never received a call back. Finally, I spoke with the final customer service rep that same night at approx 9:30 pm, who informed me immediately upon speaking that unlocking an esim typically takes ***** hours. This was the first time I had heard this information and knowing this information would have saved me an unbelievable amount of time and energy. I pay Mint Mobile to provide a service, and they have proven to be unable to prove me that service from 6/20 until today, 6/22. Again, I still do not have a working phone. I have been a customer since 2020 and I would like a refund for the lapse in service and any other relief Mint thinks appropriate.

  Business Response

  Date: 06/29/2023

  Hello,
  

  In regards to this concern, we have been in contact with the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/22/2023

  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 ordered a phone and was told I could return it. As of today they will not honor my return. I have recordings of them specifically stating they would be returning my money! This business is a scam! Every time I call I am transferred to a different supervisor and they all tell nothing but lies and do not do anything they tell you they will do! I am out over $500 from this company!

  Business Response

  Date: 06/29/2023

  Hello,
  

  In regards to this concern, we have been in contact with the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/21/2023

  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 a family plan with mint mobile My son has no service In ****** . One agent said they do have service., another said they do not. I needed my account number and no rep can give it .Ive been transferred and on hold for over an hour, still waiting. No agent will give it to me . I need it to transfer to another company for my son to keep current phone number and get service.

  Business Response

  Date: 06/29/2023

  Hello,
  

  In regards to this concern, we have been in contact with the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/21/2023

  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.

  Cannot receive shortcode text messages. Cannot log into usps,ups,fedex,truist,amex,prudential,dropbox,etc.Shortcodes are not being delivered to either phone number I have. UNBLOCK SHORTCODES and/or fix your spam filter.This is a known issue. Just read reddit and every other thing on the internet.

  Business Response

  Date: 07/05/2023

  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: 07/06/2023

  They havent done one thing to correct the problem. Instead of fixing the problem, they keep pointing the finger at everyone else but themselves. This wasnt an issue with previous carriers.  They need to fix THEIR problem and take ownership of the issue. So far, no was has been competent enough to contact TMobile and work with them directly.  Instead, they lie and say they called me to work on issue and I never answer. Then they close the ticket! This has happened three times already. One of their competent employees, if any, need to contact T-Mobile and work with them to resolve issue. This isnt just a problem for me. Read the reviews online! Save yourself the drama. Wish I did this before switching to them!

  Business Response

  Date: 07/11/2023

  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: 07/11/2023

  Mint Mobile is doing nothing at all to work with me. They just keep running me through the same circles over and over and over again. They have no idea what they are doing. Incompetent customer service. Incompetent tech-support. Stay far away. Prices are low for a reason. Im done dealing with this company and tired of playing their games.

  Business Response

  Date: 08/21/2023

  Hello,
  In regards to this concern, we have confirmed that the customers issue has been resolved as of
  7/15/23.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/20/2023

  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.

  Still haven't received refund, never successfully got activated service. Infuriatingly poor experience trying to activate with mint. 4+ hours on the phone over 2 days and several customer service reps trying to transfer my number to mint. Absolute incompetence at every turn. Been on hold for 30+ minutes now just to get the *** so can get my phone number back. STAY AWAY.

  Business Response

  Date: 06/27/2023

  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:06/20/2023

  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.

  In Dec 2022 they ran a promo saying pay for 6 months get 6 for free to new customers. I asked ******* several times before and after I paid for the new service to make sure I qualified. I even received an email welcoming me to the worry free year. I began receiving message about needing to renew the plan a few days before the 6 months was up and tried for days to reach customer service. I finally did the day before the service ran out. They are now saying because I got a new phone number, that their rep said I had to have, I am not eligible for the 6 months I was promised.

  Business Response

  Date: 06/29/2023

  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:06/20/2023

  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 purchased a one-year plan with Mint Mobile in April 2023, intending to start using it from May 2023 onwards. However, when I attempted to port my old number to Mint Mobile, I discovered that it was not possible because my previous provider offered month-to-month service. Consequently, I extended my service with the old provider for one more month as per their suggestion. After waiting for an additional month, I activated my Mint Mobile service on June 1st, 2023. However, Mint Mobile now claims that I am in the second month of my one-year service, even though I have not used it at all. Please note that I contacted Mint Mobile regarding this issue, and initially, they mentioned they could reimburse me with credits. However, they later informed me that they will not be providing any reimbursement. Therefore, I would like to know if I can either receive a credit refund or if my service can be adjusted to start from June 1st, 2023. I would appreciate if you would be able to help with this

  Business Response

  Date: 06/23/2023

  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:06/20/2023

  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 have reached out to customer service to obtain an account number to port out my phone number. My phone broke and i need a replacement and cannot afford a new one without a payment plan, which means i need to go to a larger carrier that offers these deals. I cannot keep my phone number without my account number. ****************** purposefully hides this information in order to retain customers. However, the only two options is to contact customer support via chat or phone. Both options left me waiting days without reply. I was promised a callback. Nothing. I have a chat open for days and there is no reply once the autobot says it will direct my request. I didn't have a service/price issue with them until this happened. Contacting someone for a simple request should not be so difficult. I need someone to respond to my open chat or email me. I cannot receive calls as I don't have a working phone. I had to borrow others to even call the support number. Someone needs to contact me asap. Not having a phone is affecting my job.

• Initial Complaint

  Date:06/20/2023

  Type:Delivery 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 unlocked ******* S20 from Mint Mobile on June 11, 2023. The device that was delivered was a used, locked, Tmobile device missing package contents. Mint mobile has refused to process an exchange. I need to them to send me the new device I paid for.

  Business Response

  Date: 06/27/2023

  Hello,
  

  In regards to this concern, we have been in contact with the customer and are currently working to provide a resolution.
  

  Thank you,
  Mint Mobile
  

  
  

• Initial Complaint

  Date:06/20/2023

  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 am currently a mint mobile customer and when my renewal was up, I signed up for a 12 month $20 plan. After completing the purchase I noticed that the plan is now 6 month plan instead of 12 month plan that I wanted. I have been trying to reach mint mobile without any luck.

  Business Response

  Date: 06/27/2023

  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