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:05/29/2023

  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.

  Unfortunately Mint did not work for me. There was obviously an issue with the eSim because I was no longer able to receive ApplePay payments, and my text messages would not go through iMessage in spite of myself and the other party having iPhones. I need my phone to be functional for work. I initially tried to solve the issue by calling customer service on 5/29/23, I advised the rep that my ported number was still showing as being a part of tMobile(the company I was switching from), and the temporary Mint number was still showing up. The rep advised that everything was correct and I should delete the temporary Mint number. Once I did that I no longer had access to anything, I assume that eSim was the one I wanted. The rep advised I turn the phone off and on several times which did not solve the problem. At this point I was able to be added to someones phone plan and decided to get a refund from Mint and port my number. I called customer service again, and the rep just went back and forth with me about cancelling as if it was a negotiation. I explained I no longer needed the service. Once again I tried customer service via chat and explained that I wanted to port my number, and get a refund. Again back and forth about it. Then they made it seem as if they could process my request but needed to verify I was the account holder by sending a text to my previous number. I explained I no longer had access and asked if they could text a new number or email the verification code. They then offer to reset the eSim but for some reason request my credit card info to be input into my online account. I don't see why that is necessary as I have already paid in this is just to reset the eSim. I would like my money refunded and a port pin to retain my number. Thats it. This seems like a fairly simple request. I am also unable to request a refund via online because I was NEVER sent a confirmation code by email.

  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 
  

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  I purchased a phone through mint mobile in February 2023. I used affirm to pay for the phone and mint mobile received the money and never sent the phone. I have ***** tracking that the phone never reached me and was sent back to mint mobile and signed for by an employee of theirs. They wont return the money back to affirm and keep saying its affirms problem. *** contacted affirm who says theyre just a third party lender who put up the money for the phone and I never received it. I need help.

  Business Response

  Date: 06/01/2023

  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:05/26/2023

  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.

  My service was due to expire on May 22nd. I had planned to transfer away from mint after months of text messaging issues where it just wasn't coming through. I called and got my account and pin on the 21st. I signed up with ** Mobile and provided the information Mint gave. The port was blocked by Mint on the 21st roughly an hour later. Called mint and double checked the information, it was all correct. ** Mobile tried to port and AGAIN mint blocked the port of the number. ** Mobile said they would have to wait another day to attempt again per rules it has with ******** The next day I tried the port again after calling Mint AGAIN to verify info was correct. Mint blocked the port. Sometime around midnight the service was disabled. The following day ** Mobile said they were still blocking the port so I asked them to cancel it. I went on Mint Mobile and bought a 3 Month Plan for $45 plus taxes. 3 Hours after that purchase Mint Approved and transferred my number after 3 days and with all the same information being submitted. ** Mobile said they had tried to pull the request but Mint suddenly approved it to ******* and ******* services accepted the number. I called mint to ask what happened and they said there was nothing they could tell me other than I would not be receiving a refund for a 3 month plan where only hours of a dormant cell phone were live. They would not even pro-rate the charge. I am left to try and file a dispute with my card company if Mint doesn't wish to do the right thing. I find there anti-port policy of denying port request until after a customer purchases additional block months of service to be very distasteful and almost fraudulent as people have a right to their numbers being ported upon demand. I do plan on filing complaints with regulatory agencies over this as I have save proof of it all. I want a refund for the last purchase, minus any taxes and fees. Account ************

  Business Response

  Date: 06/01/2023

  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: 06/02/2023

  I have not received any communication from Mint mobile.  I included my account number in the complaint and they have my phone number so I'm not sure what other info they would need from me to resolve this situation.  I find the response generic and canned with no information on how or when they would resolve the complaint.  If mint has any response to this I would prefer it be written here.  I have since emailed both the *** and CTO from details I found via their D&B report with no response as well. 

  Business Response

  Date: 06/08/2023

  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:05/26/2023

  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.

  Here's a simple rundown of the situation: On May 19th, my account was auto-renewed for a plan. By the 22nd, I realized I didn't need their service anymore. I reached out to customer service to see if the renewal transaction could be cancelled. They said it was possible and asked if I wanted to cancel the phone number associated with it. I said yes, they confirmed that the number was cancelled, then provided me with a link to request a refund. They assured me I'd be eligible for a refund.I went ahead and submitted a refund request through the link they provided. The following day, I got an email saying I didn't meet the refund requirements. I replied to the email, pointing out that their customer service had promised me a refund and had already cancelled my phone number. It seemed unreasonable for me to suffer the loss, and I asked them to provide a new solution.But they've been ignoring my question ever since. I tried reaching out to the website's customer service, but they said they couldn't help either. So now, I'm stuck: I've paid for a service that they've cancelled, and they're refusing to issue a refund. They also seem uninterested in providing any solutions!

  Business Response

  Date: 06/01/2023

  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:05/24/2023

  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 purchased a 3 month plan on 5/5/23. It took hours talking to customer service to deal with it - couldn't get my phone to actually activate and transfer my old number over. It was SO frustrating to deal with while at work. Finally it transferred over successfully and it was active with Mint. But then I got NO reception/service at the location I was working at, which is a big problem. So, I requested a refund. The next day, while out doing something I needed data and phone service for, the service totally stopped working. Using someone else's phone, I search and discover this is because they had stopped service when they "approved" the refund on 5/6. I then tried to switch back to my old phone carrier, but since my phone was now inactive with Mint, they couldn't transfer my number. So, needing that number, and needing service in that moment, I reluctantly reactivated with Mint. Except this time, only 1 day later, I wasn't able to get the intro price ($60) but had to pay the full price of $115.11, for the 15gb data plan with unlimited call/text for 3 months. Fine, I paid it. But, I continue to have poor reception/service rendering it unusable half the time. I would really just like a prorated refund so I can leave this carrier!

  Business Response

  Date: 05/30/2023

  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
  

  
  

• Initial Complaint

  Date:05/24/2023

  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.

  05/23/2023. I couldnt understand any of the customer service representatives. Very poor English spent over an hour talking to three different CSR asking for the to repeat. They made a huge error on my account. Nno they have $400.00 +. From my checking account. And NO ONE WILL CALL ME BACK. Even the supervisors wont return their voicemail I want someone to call me and fix this error ASAP. **********!

  Business Response

  Date: 05/30/2023

  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:05/23/2023

  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 traveled abroad to Europe last week from 5/14-5/22. On 5/16 I purchased $5 worth of international roaming credits so that I would be able to use my phone to make phone calls and send text messages while not on Wi-fi. Then, on 5/17 I purchased another $5 worth of international roaming credits because I knew I would no longer have access to Wi-fi as I would be touring the country and no longer in my hotel room where I was connected to Wi-fi. On 5/17 I tried to send out a text message and immediately received a notification from Mint Mobile that I was "unable to send text messages". I reviewed Mint Mobiles' instructions on their website on properly setting up my phone so I could use my roaming credits. Surely enough I had everything set up correctly per the website's instructions. Out of frustration, I passed the phone to my boyfriend, who tried to troubleshoot the problem himself. He tried to fix the problem by turning off the cellular data and turning off the phone. None of these options worked. During my entire time in Europe, I was unable to communicate on my phone unless I was connected to Wi-fi. When I arrived back home from my vacation, I contacted Mint Mobile on 5/23 and explained the situation, and asked to be reimbursed for my $10. I also offered to send over screenshots of the notifications that said I was "unable to send text messages" just one day after I paid for international roaming credits. The representative whose name is **** was not interested in seeing my proof of nonservice which I thought was odd. After three long phone calls, one of them in which the representative hung up on me, Mint Mobile told me that they were unable to reimburse me. I reached out to a Mint Mobile support group on ******** and learned that I am not the only customer who has had this same issue. I feel Mint Mobile has scammed me because I paid for a service that they advertise and I was unable to use that service at no fault to mine.

  Business Response

  Date: 05/30/2023

  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: 06/02/2023

  
  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:05/22/2023

  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 has repeatedly charged my credit card without authorization. I have had to get 4 new credit cards with **** of America in the last 6 months. Despite getting a NEW card number, they somehow keep accessing my new cards. **** of America cannot explain or stop this from continuing to occur. I need them to stop charging me $130 a month or more. I did not sign up with them nor have I authorized any transactions with them. When I have called Mint mobile they said they cant stop billing me without a phone number linked to the account.

  Business Response

  Date: 05/26/2023

  Hello,
  
  In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter and make sure that all funds are refunded to the customer. 
  
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  Called into mint mobile to see about their service for a homeless family we are trying to help. Young lady completed my order of a 99 dollar phone and 3 months of service. She explained it was coming out ***** would have by Thursday... It was Saturday at the time. I never received the package, called in to tell them I had to go elsewhere to get them a phone because it was so late (I called 5 days after it was suppose to have arrived. Found out during the call the order had a bad address on it. Post office says that street doesn't exist here so they would have returned it as *** no such address. I have called and spent 3 days and 15 hours on hold and speaking with people who keep saying... Sure, refund no problem... But it has never happened. Had to call my credit card company to challenge the order and amount. Fair warning people don't use them ... They will scam you if given an opportunity. I feel scammed out of ****** ** dollars right now.

  Business Response

  Date: 05/26/2023

  Hello,
  

  In regards to this concern, if the customer could provide us with their ****************** order number, we would be able to further investigate and resolve this matter.

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 05/31/2023

  The order number was MMO_1031629

  Business Response

  Date: 06/06/2023

  Hello,

  In regards to this concern, we have spoken to the customer and informed them, that the next steps will be for them to file a claim with the shipping platform since the device has not been received by the customer. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 06/07/2023

  The post office labeled the package ****** No Such Address and returned if it ever even arrived at their facility. Post office will not deliver ***** packages AT ALL. They have the postal statements... Three 8n fact and they just refuse to do the right thing. NOTHING was delivered here as I stated the post office DOES NOT DELIVER *** PACKAGES NO MATTER WHAT! 

  Business Response

  Date: 07/07/2023

  Hello,
  In regards to this concern, the customer confirmed credit has been applied and there is no need
  for our team to contact moving forward.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 07/08/2023

  
  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:05/22/2023

  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 12-30-22 i paid $300.00 for a yearly plan i was told i will get 2x data and it was good for a few month then it was stopped called in 20 times and no help

  Business Response

  Date: 05/26/2023

  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: 05/27/2023

  no one called me

  Business Response

  Date: 06/02/2023

  Hello,

  We have attempted to contact the customer for more information in this matter, however the customer has not been clear in their responses. We would be happy to assist the customer, if they could provide us with a little more information in this matter, we would be happy to resolve this concern. 

  Thank you,

  Mint Mobile