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:06/04/2023

  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.

  Where do I begin? I see an ad for this joke of a company and I pay 90 dollars plus 15 for 1 day shipping and I never received it so I call and ask whats going on and they send a replacement which I received 4 days later. They send me a sim card thats not activated so i call to see if they can activate it. They cant because they sent me 2. The same idiot that screwed up my order refuses to activate my SIM card and shes more than eager to refund my money. I better receive it or youll be hearing from my lawyer promptly and meanwhile Ive been without a phone for almost a week now which I need for my job btw. Completely unprofessional and amateur hour antics with inept phone support equals me choosing someone else and I will make certain to tell everyone what this disgrace of a company did to me jerking me around for a week for nothing. Pathetic!!!

  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 
  

  
  

• Initial Complaint

  Date:06/03/2023

  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 decided to try Mint Mobile. My credit card was charged April 27, 2023. I contacted customer service because I had a concern about losing "my stuff" on my old phone. Im pretty sure customer service isn't in the **. Who cares, except I probably spoke to 10 different reps asking the same question. We never could move forward. I asked to speak to a supervisor, but the response always was, I can help you. The final time I asked if all "my stuff" would transfer with my att sim card. I was told yes. Not true. I'm now paying mint and att for one service. This has been extremely frustrating. I just needed someone who understood my question beyond the limited info their train in. I now want out, but they won't let me out. What am I suppose to do now?

  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 
  

  
  

  Customer Answer

  Date: 06/20/2023

  Here's my rebuttal. I need to talk directly to a human to explain the situation. Every single time I respond asking, they give me a standard number with 4 choices. The four choices do NOT relate to my problem. Their people have limited training, will continue to say I want to help, but its incredible, they don't have an answer to my question and they don't acknowledge they can't help and when I ask to speak to a supervisor,  they resist, but finally put me on hold, then in one minute,  I'm disconnected. This happened three times.

  
  

  Now, I have recieved an email refusing to process my request. But several days later, I now have an email saying they approved the refund.

  
  

  I want to talk to someone who can help me activate my ph, but start my service at that time. Why? Because I'm paying for att right now and mint mobile. 

  
  

  I don't have a lot of confidence based on all my interactions with them.

  Business Response

  Date: 06/26/2023

  Hello,
  

  In regards to this concern, our team is still working with this customer to resolve the matter to their satisfaction.
  
  Thank you, 
  Mint Mobile 

  Customer Answer

  Date: 06/28/2023

  Mint is sending me emails directly and via this complaint. Think that's confusing? 

  My response to them is....I never requested a refund. I only want to activate my phone since I'm paying *** and Mint for cell services. This occurred because a mint representive told me to put the *** SIM card in the new phone. That was very bad instructions that only made this more confusing. Please help me activate the phone with a Mint SIM card.

  Business Response

  Date: 08/21/2023

  Hello,
  In regards to this concern, we notified the customer on 7/22/23 that their account was
  reactivated.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:06/03/2023

  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 evaluated all different carriers and offers for my son's first phone. I landed on Mint Mobile's offer- right on their home page: 6 MONTHS FREE SERVICE When You Buy a Phone + 6 Month Plan I was told 2-3 days shipping, and ordered it on a Monday so it should be there in plenty of time for my son's 13th birthday. It arrived on Friday. When I tried to activate it on Saturday, just in time to give it to him on his birthday....it didn't work. I was told to call or chat. After 45 minutes on chat, I tried calling. The circular loop of automated responses kept hanging up on me. So I googled how to talk to a human and they told me to dial 611 from the phone. Both the chat agent and phone agent said they couldn't activate the phone and they need to escalate to a higher department which would take ***** hours.Highly deceptive promotion and unacceptable to not ship the phone in a timely manner and then not enable customer service to provide acceptable resolution. I still don't have an active line, and I was told they need to remove the 6 months free to do so...which even that they were unable to do. Really unacceptable.

  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 
  

  
  

• Initial Complaint

  Date:06/02/2023

  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 renewed my 2 month plan on May 15th 2023. Today is June 2nd 2023, My phone was stolen. I ask for a refund for the remainder 2 1/2 months left of my 3 month plan, as I do not have the money right now to buy a new phone. ******** the customer service rep. for ******************, who is stationed in the phillipins when taking my call. Said they don't give refunds after 7 days of service. So I ask for my line to be suspended until I get a new phone. He said they can suspend the service but the time continues to roll. So really they are not suspending my service. Every *********************** counts in my pocket as Im sure it does in most ********* pockets these days. 2 1/2 months left on my plan is around $90. NO REFUND! $90 is a lot of money. I mean I get excited when I find a ***** on the ground, that's how broke I am. Mint mobile is stealing my money! I cant get into the mobile app from my labtop to get my mobile plan because I don't have the phone for them to send the verification code to.

  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, as more information is needed to resolve this matter. 

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:06/01/2023

  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.

  The first red flag was, having to purchase a 3-month plan up front. The second red flag was only having 7 days in which to cancel the plan. I think most people will agree that 7 days is not a sufficient amount of time to check out a new service. Especially when you call Mint Mobile with a problem, NEVER received adequate cell phone usage, they will want you to try this and try that, before you know it seven days have passed. You just lost your three months payment. I started my plan on April 9, 2023. Paid $90 for a three month plan next payment scheduled due July 9, 2023. I must have adequate cell phone service and they could not provide it for me. I am old, disabled, and need a cell phone service that works when I NEED it. After continuous chat, calls, technical support May 23, 2023 I decided enough is enough and switched my phone number to another carrier. **** refuses to refund me any of the money I paid. I believe this is criminal .. They are robbing people and it is unacceptable. I pray someone in power stops this thievery.

  Business Response

  Date: 06/08/2023

  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 
  

  
  

  Customer Answer

  Date: 06/08/2023

  No one in Mint contacted m to resolve ANY Alf my problems with their service when I had them.  No one from Mint mobile has contacted me in regards to my complaints although I was told my complaint was escalated to a higher department. No One at 
  aunt Mobile called me to discuss my refund!  This service is a scam taking advantage of people 

  I want ALL *** money ********  Even though I told them I will report to  BB they ignored me.  No one called.  My next complaint will be with the ************************ and maybe the media.  I was scammed and want my money back!

  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 
  

  
  

  Customer Answer

  Date: 06/12/2023

  Thank you BBB, I have received the refund. However if I had not contacted you this business would of kept my money unacceptably!  They are scamming many consumers and should be held accountable.  I believe further investigation is warranted in Mint Mobile and their business practices. As for me, again Thank you BBB!!! 

• Initial Complaint

  Date:06/01/2023

  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 order Mint Mobile phone service for ***** on May 10. Have tried to get a refund send back to Pay-pal.Company have not may any attempt to send refund.Reason why, May 20,2023 I keep receiving "Invalid Sim Card"which was Mint Mobile sim card and this will not work in my phone.Meaning my phone is "Lock and will not accept Mint mobile service. The order id. number is ******** which is ***** made out 5/22-23/2023.Thank you *********************

  Business Response

  Date: 06/07/2023

  Hello,

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 06/09/2023

  Mint Mobile acknowledge my refund on the phone when I have called in numerous time to resolve this issue.They knew it would be "activated" due to faulty invalid sim card.All of this took place May 22,2023.and been in touch numerous time for refund due to no activation on my new  phone ************ and anyone can call this number which Mint gave me and will see it has never work.They need to admit there is a error and a refund is due to my account.

  *********************

  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 
  

  
  

  Customer Answer

  Date: 06/13/2023

  
  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:05/31/2023

  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.

  Use app referral for a friend...did receive credit...their website links are broken...I did not get referral credit. Chat with support Agent ************************* said "Referral did show Dashboard" refused credit...ask to speak Supervisor also refused.

  Business Response

  Date: 06/06/2023

  Hello,

  In regards to this concern, we have provided the customer with a credit that they can use toward their next renewal. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 06/07/2023

  
  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:05/31/2023

  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.

  The transaction/incident began Monday, May 22, 2023. The amount involves $204.19. I have contacted them several times and hours now regarding this. The last time 5/26/23 ******** gave me this reference number: TECOPSJSD-******. May 22 at 4:58pm cst I received a text from Mint saying, "We like your style. $180 has now been added to your account. It will be automatically applied to your next renewal on May 23, 2023." My payment of $204.19 (including $60 referral credit I earned) got crossed with the text from them As soon as I saw their text I cancelled my payment. I have contacted Mint ever since in attempt to have my money refunded. 5/23/23 via text support with *************; "Oh, I see. No *******************. I will update it here your refund here in my end. NO worries. Me: " Any my account renew for 12 months is all set.....with credits. Thank you have to go.********: Yes, *****. NO worries. I assure you that.********: You can just wait for the email that will sent within this day about your refund, *****. I assure you that you can get it a soon as possible. (I have screenshots)Another time was told no problem because have 5 days for refund if it does not go through then we can just start over and pay with the credits. I have spent hours via text/live support to resolve this matter giving them the time they ask for. Last time 5/26/23 ******** said escalating to back office give them 24 hours for notification. She sees the message regarding the $180. I want my $204.19 refunded, my 12 month renewal paid with the credits I had and the $180 they gave me. I simply want them to live up to what they said get my refund without service interruption.

  Business Response

  Date: 06/06/2023

  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 
  

  
  

• Initial Complaint

  Date:05/30/2023

  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 cannot get my f****** phone to work. I have tried for weeks with you idiots, and it won't F****** work! I am writing letters about your s***** service to every address that seems relevant.

  Business Response

  Date: 06/06/2023

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  I have 12 unauthorized charges from this company on my PayPal account. I don't even know who they are. They are out of ********** and I am in *******.

  Business Response

  Date: 06/02/2023

  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 
  

  
  

  Customer Answer

  Date: 06/03/2023

  I am not a customer,  why are they still changing me? I want them to stop charging me. 

  Business Response

  Date: 06/09/2023

  Hello,

  In regards to this concern, we are currently working with the customer to identify the charges and refund the customer in this matter. We will keep the customer updated until this matter is resolved. 

  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,
  
  *******************