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:06/20/2023

  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.

  On Jun 8 we joined Mint Mobile. With Mint you pay 3 months in advanced. We paid for 2 lines the total amount of 133$.Immediately after, I noticed that almost every call I was making - dropped after a random number of seconds; could be 1 second, could be 50 seconds. Eventually - the call would drop.I reached out to the tech support of Mint, about 2-3 days into my account. They told me they did a network reset and the problem should be fixed. It was not.A few days after, I reached out again. Once more, they asked me to troubleshoot some things. Said it would help. It did not.Today, after a few more dropped calls and the realization that it is impossible to use this phone this way, I finally decided to ask to cancel my subscription and ask for a refund - not a full refund like any readable person would - but just a refund moving forward. Meaning, for the remaining portion of the 3 months. The Mint representatives refused, saying the company policy only allowed refunds before 7 days. All of my explanations that I did reach out before the 7 days saying I am NOT GETTING THE SERVICE I PAY FOR - did not seem to resonate with Mint. After a long loooooooong phone argument, I finally was able to talk to someone named ***, who refunded me 66$. Means - I am paying a 50% fee for 10% of the time portion of service - in which time portion I was not even getting the service I paid for!In no world is this right. Simplest case ever: I paid for some service. You failed to provide that service. YOUR TECHNICIANS falsely told me I am going to get the service and dragged me over the 7 days cancelation window. I would cancel wayyyyy sooner if they said the truth: We don't know how to fix this.Button line - 66$ refund is an insult. Now I expect a full refund of the whole 133$ which is the minimum of the minimum for what they have put me through today.

  Business Response

  Date: 06/20/2023

  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: 06/20/2023

  
  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:06/19/2023

  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.

  Date of transaction: 06/15/2023 I placed an order over the phone for 3 months of service and a new cell phone. It was critical that the phone was delivered next day and the Mint mobile rep. assured me that it would not be a problem. I paid for the expedited shipping along with the phone and service with my debit card when the order was placed. 4 days later the phone has not arrived. I never received a confirmation email after the order which they said they would provide (I did check my spam folder). I have spent over 4 hours speaking with Mint, by phone and chat, attempting to get the tracking # (supposedly shipped via ******* They refused to give me that information. The Mint website offers an "Order Status" section on their website. I tried that with no avail. When I entered my Order ID it came back as invalid. The representative, who called himself *****, assured me that I had the correct order ID but could not explain the "invalid order ID" response that I was seeing. I then asked for the status verbally and he told me the order was "Complete." I asked ***** how that is possible when I have not received anything. He responded that the package should arrive Monday. I then asked for them to adjust the charges made to my card so that I would not be paying for overnight shipping. I am speculating that this is why they would not provide tracking information because it would show that they had not sent the package over-night/next day. They flat out refused to cancel the order that I have yet to receive. They said I can return the item once I do receive it. They were supposed to send me an email with RMA info yesterday but I have yet to receive a single email from them since all of this began. I thought they had my email address incorrect but confirmed (letter by letter) they do in fact have my email address correct. I won't go into detail why this delivery was time sensitive, unless requested, other than to say it had the possibility to cost my uncle his life.

  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:06/18/2023

  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.

  Was told that their *** card was compatible with my ******* a32 5G phone. For over a year now I have been trying to get this to work. After multiple calls with MetroPCS my former carrier they assured me the phone was unlocked but when I use the mint Mobile *** card it will not work so I had to go back to my old phone. I've called mint mobile multiple times only to be put on hold and then either disconnected or on hold for 38 minutes with no response. I also was asked for a number for them to call me back in 1 to 2 minutes and they never did. They refused to refund me my remaining months. I've been unable to use the *** card in my newer phone and have had to use my old phone which doesn't work properly anymore.

  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:06/18/2023

  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 falsely advertised

• Initial Complaint

  Date:06/18/2023

  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 writing to file a formal complaint against Mint Mobile regarding an unauthorized charge for a whole year's renewal that I recently discovered on my account. Despite not authorizing or requesting this renewal, I was charged 360 USD on 4/12/2023.I have attempted to resolve this matter directly with Mint Mobile's customer support, but I have encountered significant challenges in obtaining a satisfactory resolution. I believe that the company's actions are unfair and unjust, and I am seeking your assistance in obtaining a refund for this unauthorized charge.

• Initial Complaint

  Date:06/18/2023

  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.

  Ordered service for a new phone plan, received pin card and instructions. Followed instructions yet Mint incapable of completing transaction. Left without any functional phone line , and told to call for help! Waiting for over 20 minutes after dealing with an AI phone bot they call it, absurd waist of life. Horrible company.

  Business Response

  Date: 06/21/2023

  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:06/17/2023

  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.

  Hi,I have two lines of mint mobile which Im currently using abroad and paying the international roaming charges.The complaint is the the balance of the international roaming credit is going down without any reasonable explanation. I asked customer service for explanation but customers representative couldnt say since the system doesnt tell him this information.

  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:06/16/2023

  Type:Billing 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 spoke with MintMobileAlex who confirmed that the following refunds but they never happened.1. I would like my previous plan payments to be corrected. While I set up auto renew and never needed to reactivate my *** card, Mint Mobile encountered an issue on June 1 ************************************************************* up for 6 month instead of 12 month plan resulting in being billed higher rate than annual plan. In June 5 2022, I renewed 12 month $20/mo 15GB plan expiring in June 1 2023 but ended up getting 6 month.I was charged $42+10.50+50.82 = $103.32 for UpData and upgrading to unlimited plan that I never requested between June 1 2022 and June 1 2023. I always stuck with 15GB until Dec 1 2022 I downgraded to 5GB from Dec 1 2022 to Dec 1 2023 but was not billed accordingly. I filed a chargeback for those requests but never heard back.I was charged $9.95 for replacement *** but the *** was the defective due to the fault of Mint Mobile and was told that the *** cost would be free after complaining to MintMobileAlex.In summary, I was billed 45+132.26+263.42+30.05+21+21+10.50+50.82+60+9.95=$644 for Dec 1 2021 to Dec 1 2023. This comes out to $322 per year which is well above the $20 that should've costed for the 15GB and later on 5gb plan.I should've been billed 45+132.26+180=$357.26 for Dec 1 2021 to Dec 1 2023. Plus any extra prorated fees, this should still result in at least $250 refund back to the **** or **** or **** credit cards.

  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
  

  
  

  Customer Answer

  Date: 06/30/2023

  there were no attempts by Mint Mobile to contact me. Please reach out via email *********************** 

  1  I did not authorize the multiple data top offs in 2022. Mint had purposefully lured me with slowing down data without other option

  2. I asked to change to 12 month plan instead of 6 month hence I was billed higher fee

  3. the three month promo did not include the data as requested.

  Business Response

  Date: 07/03/2023

  Hello,
  

  In regards to this concern, we have attempted multiple times to contact the customer via email daily since 6/24/23 using the email address customer provided on the form. 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
  

  
  

  Customer Answer

  Date: 07/06/2023

  1) 438857
  2) ****
  3) **********
  4) I would like my previous plan payments to be corrected in forms of Mint Mobile credit. While I set up renew my *** in June 2022, Mint Mobile encountered an issue on June 1 2022 and the 5GB plan data became extremely slow before I reached 5 GB limit. In July 2022, I complained to Mint about extremely slow data and was charged $21+21+10.50= $52.50 from **** for UpData even though I requested to upgrade to the 12 month unlimited plan. I was charged a higher monthly premium for 6 months versus the ****************************************** June 2022 since I am long term customer. Also I was charged $9.95 for replacement *** because the *** was the defective. I was told that the $9.95 + $52.50 would be added as Mint Credit to be used towards my renewal in Dec 2 2023.

  Business Response

  Date: 08/14/2023

  Hello,
  

  We have sent the customer an email on 7/7/23 with details of the resolution.
  

  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/15/2023

  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'd like to file a complaint against Mint Mobile's fraudulent bait and switch scam.During the 2022 Holiday Season (November 2022 through January 2023), Mint Mobile ran a promotion "get 3 months free when you refer a friend."Mint Mobile also had another promotion "refer a friend, get $100, when they bring their number from **** or ********"I received these promotions and still keep them in my email inbox as proof.Between 12/21/22 and 1/15/23, I referred 5 relatives and friends. Four did not bring their cell numbers to Mint Mobile. One did bring her number from ******** I called Mint Mobile after completing the first referral activation on 12/21/22, because my account showed no referral credits. I was told that it'd take about 2 weeks for the referral credits to show up in my account.After 5 referral activations within 3 weeks, I checked back and my account still showed no referral credits. I called Mint Mobile a few more times. They said during the checkout, my friends didn't type in my number, therefore, I didn't get the referral credits.I explained that I was with my 5 relatives and friends during the activation processes to Mint Mobile.1) As instructed by Mint Mobile, I had sent them the referral link via email. They clicked on the link and proceeded and finished the activation.2) At no time during this activation process did Mint Mobile ask for my phone number before the completion. NEVER. Because I was there. All 5 times.But, EVEN IF, we (myself and 5 relatives and friends) were so stupid and incompetent to somehow skip inputting in my phone number, this is still a minor technical detail. And Mint Mobile is using this as an excuse not to honor their word.Referral and activation dates and phone numbers:1) 12/21/22, *******, ************** 2) 1/2/23, Dat ************** 3) 1/4/23, **** ************** 4) 1/5/23, KT ************** 5) 1/15/23, **** **************. This was a ******* number.

  Business Response

  Date: 06/20/2023

  Hello,

  In regards to this concern, we have provided the customer and their referrals with the referral credits, the customers can use these credits towards their next renewal. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:06/15/2023

  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.

  After Asking for a Full Refund of my $99 a Month ago, Mint Mobile Assured that my Refund would be processed within **** business Days. After calling back after 10 business Days, they told me to File for my refund online. After Filing for the refund online, it said that it was processed and would take **** business days. Now it is Almost a MONTH LATER, and I Called again, and the Agent told me to give it 2-3 more Days. well needless to say, 3 Days Later, I STILL haven't received my $99 Back.

  Business Response

  Date: 06/20/2023

  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