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:06/09/2023

  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.

  Mint Mobile issued a chargeback to my credit card (I have not gotten a confirmation email regarding this, by the way)....WITHOUT MY PERMISSION. My account was suspended! I was HAPPY with the service that I had. I've spoken with multiple agents and they have not been able to help me. PLUS, they wanted to charge me the original price for the plan I purchased, when they should be charging me the promotional price. This is ridiculous. Do better!

  Business Response

  Date: 06/14/2023

  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:06/09/2023

  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.

  Using Mint Mobile's referral program, my wife setup a phone account for her mother. I gave my wife the referral link from my mint account, and she used it to create her mother's account. She also put my phone number in the comments saying it was referred from this phone number. After 30 days no referral credit. I contacted Mint Mobile, and they simply stated their system doesn't make mistakes and that my wife therefore didn't use the link. Both my wife and I work in the tech industry and I am a Network System's Engineer. Using a provided referral link is child's play. This referral program appears to be a scam as I provided the customer service agent with the order number, my mother-in-law's name, my phone number, and her phone number in addition to mentioning that my wife put my number in the comments box in addition to using the referral link. I don't expect them to make good, as they were very dismissive, but I want to make a record for others to see at the very least.

  Business Response

  Date: 06/21/2023

  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: 06/23/2023

  Dear BBB, you may close this issue; however, the company's response is just another example of poor customer service.  About 24 hours after lodging the complaint with BBB, a referral credit appeared on my account.  This indicates someone at Mint took action.  Some days later they started asking for my mobile number via email, to address the complaint.  It should be obvious to all that read this reply, that a mobile telephone company of which I am a customer demanding I respond with my ********************** phone number is beyond ridiculous.  My phone number was part of the complaint, and even if it weren't my name sure was.  Why does a telephone company need to harass you to provide the phone number they bill me to use?  Was this to make it appear they were actually working on the issue to the BBB?  Clearly the left hand didn't tell the right hand a credit was applied. Which also begs the question, if they didn't have my name and phone number, how did they give me a credit just one day after I filled the complaint?

  So I reject this disgraceful "response" from Mint as it is a clear example of terrible customer service competence, and ask you ********************** to close this complaint as I've wasted enough time on it already.  As I stated in the original complaint - it was made to publicly document the poor service in your system as a warning to others. 
  

• Initial Complaint

  Date:06/08/2023

  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.

  Purchased international roaming on May 8, 2023 for trip overseas to ***** and ********. Main purpose was to receive voicemail messages and texts. I did not receive messages and found out when I came back from trip on May 30. Notified Mint Mobile and they refused to refund and said they are unable to retrieve text messages.

  Business Response

  Date: 06/12/2023

  Hello,

  In regard 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:06/08/2023

  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 switched 3 phone lines to Mint Mobile. When Mint set up the lines they somehow crossed the phone numbers on my boy ********************** and girl *********************************** phone line. For the purpose of this communication I will call it line Aydens phone line A and ******** phone line B. Whenever this was set up initially Mint mobile somehow switched the *** cards up ( I think?). I am not sure how but I would speculate that *** A phone was mailed to *** B phones address and vice versa. However this remains a mystery as to how Mint Mobile confused this. I did notice in the settings for each phone that both phone numbers ************ and ************ were entered into each phone. I called Mint mobile repeatedly trying to explain that Mint Mobile had mixed line A and B up to resolve the issue. Over 20 calls and 20 hours estimated time spent talking with various techs. No one at Mint could resolve the issue and the phones never worked properly. * They could not communicate properly. Therefore they could not understand what I was saying or I could not understand what they were saying.* They could not grasp the technical aspects of how Mint Mobile had confused the 2 lines.* They would hang up on me for whatever reason.I asked Mint Mobile if they would reimburse us if we disconnected *********** Mint Mobile representative assured me that I would be reimbursed. However as of now Mint Mobile has refused to reimburse me for the problem, incompetence and ineptitude that is Mint Mobiles tech team. Please keep in mind that I tried, in good faith, to get the phone lines to work. However Mint Mobile was not able to get their own product to work correctly. Also when I went to update the plan on line B they took the payment but set it up for line A. They could not get line B to ever work again and I had to cancel that line too. They are refusing to reimburse for it as well. Mint mobile could not fix line be either. The last transaction happened May 31 2023 for $325.71.

  Business Response

  Date: 06/14/2023

  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:06/07/2023

  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.

  I purchased a year subscription for mint mobile service , during the trial period of 7 days the service was fine after I purchased it for a whole year at $185 the service began to decline had several drop calls a day when I was driving I had several drop calls while I was driving I was unable to text and receive text several times recently went out of town twice I could not make any phone calls no service I have caught five times for a solution did everything they said still having the same problem they claim the service was good and it would have something to do with my phone I ran my diagnosis on my phone and it seemed to be fine I want my remaining money from the subscription to be returned tired of calling every time I can't get service or text messages I dropped calls my subscription ends in October I have four more months left on my subscription and I can't afford to keep missing and dropping calls I would like a refund of the remaining months

  Business Response

  Date: 06/12/2023

  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: 06/12/2023

  
  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:06/07/2023

  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.

  6/2 i attempted to pay my service as it expired on 6/7. MINT mobile took ****** but did not apply it to my account. I called them and 3 wayed with my bank to verify the money had been taken. They said they would call me 6/3. They did not. I called them 6/4,6/5 and 6/6 multiple times and spoke with multiple supervisors. I was told the money would be refunded before they took the actual amount for my service. I was promised several call backs and to date not one return call. The money has not been returned yet they took an additional ****** on 6/7. This leaving my checking account overdrawn. I am now receiving overdraft fees due to their not returning the money theu took and not applying to my account.

  Business Response

  Date: 06/14/2023

  Hello,
  In regards to this concern, a team member is reaching out to the customer ASAP to resolve this matter, as more information is needed to resolve. 
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 06/15/2023

  I have replied to every eemail.I have not recieved a phone call yet. No solution has been offered. 

  Business Response

  Date: 06/21/2023

  Hello,

  In regards to this concern, we have no record of the funds being withdrawn by Mint on the customer's account and we recommend that the customer contact their bank to resolve the issue.

  Thank you,
  Mint Mobile

  Customer Answer

  Date: 06/22/2023

  Mint Mobile has spoke directly with my bank to confirm the transaction. One of the supervisors i spoke with said they had a transaction ID but did not know where the money was. I have been to my bank, and am working with the fraud department. I have sent screenshots showing the money was withdrawn. I have done absolutely every thing Mint Mobile has requested including waiting 20 days to gwt my money back after many many promises that it would be refunded clear back starting on day 3!

• Initial Complaint

  Date:06/07/2023

  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 called Mint today to cancel my service. I haven't had the phone for a year and didn't have the phone number. They refused to lookup my information with my name or address or any other way. They refused to transfer me to ANYONE else. I ended up having to call my bank and cancel my debit card and file a claim. Now I will have to change all my automatic payments that cone out of my account and pay for a new debit card. This is the worst customer service I have ever received.

  Business Response

  Date: 06/12/2023

  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:06/06/2023

  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 have gone back and forth with the customer service of this company 5 times already. On the 01 of June my Sim card stopped working I have been without service for 1 week. I have talked with the agents and they cant provide me with help, they refuse to replace a SIM card, to give me a refund for services not given. They engage in a dirty tactic in which they don't have to provide services for the money just because you pay a year in advance. They refuse to refund anyone unless it is 7 days after activation even if they don't provide the service afterwards. I have no service for what I paid for, and none in their customer service support helped. They also limited the timeframe that customer service can help you. When you chat with customer support, the chat closes in ********** and you have to start all over again with another agent. Multiple times I have spoken with an agent just for them to work on the problem for past 5 minutes and getting disconnected. It takes hours just for someone to refuse to refund you for services not given.

  Business Response

  Date: 06/12/2023

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a partial refund for the customer unused service 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: 06/12/2023

  
  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:06/05/2023

  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 purchase mint mobile during buy 3 month get 3 month free promotion. form Bestbuy. However, the mint doesn't honor it. Bestbuy and Mint mobile are putting the responsibility to the other side.

  Business Response

  Date: 06/09/2023

  Hello,

  In regards to this concern, since the customer has purchase through a third-party vendor, they will need to return to Best Buy for any refund related inquiry. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 06/10/2023

  That is exactly the response that I tried to  contact both parties. Mint mobile doesn't honor the 3 month free offer while bestbuy refused to refund.

  Business Response

  Date: 06/12/2023

  Hello,

  We understand the customer's frustration, however, since the customer ordered from a third party, the customer will need to return to Best Buy for any refund related inquiry. 

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 06/14/2023

  bestbuy refuse the refund and mint mobile didn't give 3 month extra service according to the promotion. I request mint mobile give me 3 month service or give me money back

  Business Response

  Date: 07/03/2023

  Hello,
  

  We understand the customer's frustration, however, since the customer ordered from a third ***************), the customer will need to return to Best Buy for any refund related inquiry.
  

  Thank you,
  Mint Mobile 

• Initial Complaint

  Date:06/05/2023

  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 **************** P.O. Box ***** ***********, ** ***** Subject: Complaint Regarding Auto-Renewal and Service Issues Dear Mint Mobile ****************,I hope this letter finds you well. I am writing to express my deep dissatisfaction with the services provided by Mint Mobile. I recently discovered that my plan was auto-renewed without my knowledge or consent, which is highly concerning to me. Additionally, I have been experiencing several issues with my Mint Mobile service, including broken voicemail and significantly slower data speeds than what was promised. I believe it is imperative to bring these matters to your attention for resolution.First and foremost, I was completely unaware that my plan would automatically renew. Upon realizing this within a period of approximately 20 days, I immediately contacted your customer support team to cancel the auto-renewal and discontinue the service. However, I was informed that I could not cancel the auto-renewal after it had already occurred. This lack of transparency and failure to clearly communicate the auto-renewal policy is highly disappointing.To resolve these issues, I kindly request the following actions:Refund for the auto-renewed plan: Since I was not made aware of the auto-renewal policy, I request a refund for the auto-renewed plan, as I have promptly discovered the issue within a reasonable timeframe. The case number associated with this matter is RV1SDPW517.I appreciate your prompt attention to this matter and expect a satisfactory resolution. I believe in your commitment to providing quality services, and I hope that you will take the necessary steps to rectify these issues promptly. I look forward to a favorable resolution and a positive customer experience moving forward.Thank you for your attention to this matter.Sincerely,**** The attachments of the mint mobile conversation are here.

  Business Response

  Date: 06/09/2023

  Hello,

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 

  Thank you, 
  Mint Mobile