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:05/24/2023

  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 

• Initial Complaint

  Date:05/21/2023

  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 switched from T-Mobile to Mint Sim a month ago. I got my iPhone 14 Plus unlocked three days ago, and I needed to switch from a regular sim to eSim, and this is when the nightmare happened. Transferring from the regular sim to the eSim didn't work, and that left me with no phone service for the past weekend. I am a small business owner, I have an organic store, and that left me with no way of communicating with my suppliers and customers. Not to mention, I cannot get ahold of my employees, my family, anyone. I am also a realtor, so that lack of help had left me with no way of communication with my real estate clients as well. Support via chat is not working. Waiting and waiting, and then they have the audacity to ask how the support went. Guess how many stars did they get. And since I don't have a phone to call the support line, I had to use the phone of my husband, my new employees - like a *** that cannot afford to have a phone. First day of no service is the first day of opening my store, I spent hours on the phone with a support rep that couldn't install the eSim. Since two hours later my husband had to leave, I was promised continuing our communication via email. The rep never bothered to send an email. Two days, and hours using my new employees phones, I was promised a callback yesterday. It didn't happen. Third day of no service - I am calling and my new eSim is STILL not ready. I am being told to be patient and I will have it in five hours. Five hours later, still nothing. If I don't get phone service today - I will go tomorrow to a real phone service provider, transfer my number, get a phone and a SIM card that's working. And all of that lack of care for their customers, overpromising and underdelivering is making me not only feel humiliated but gives your poor customers the idea that this is not a mobile operator but a bunch of kids that have a school project for their business class. Pathetic.

  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 
  

  
  

• Initial Complaint

  Date:05/20/2023

  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.

  today Mint's customer service agents have violated my civil rights based on the Americans with disabilities act and consumer protection regulations. They have refused to refund me or give me my account number and transfer pin although their service did not work for me and I have no ability to use my phone. Your customer service agents repeatedly told me they would only give to me if they could call me. I cannot receive phone calls because their service did not work. They told me to go next door and ask my neighbor, I explained that my disability does not allow me to do that and it's not an option. I provided all of the information they asked for including the order number and my personal information, and they still refused to provide me with my account number and transfer pin. I am now without a phone and am losing my number that I had for 7 years. I want Mint Mobile to refund me what I paid for the service and ensure I receive my phone number back, and I think restitution for experiencing illegal discrimination is in order.

  Business Response

  Date: 05/26/2023

  Hello,

  In regards to this concern, the customer ported their number out on 5/20/2023 and a full refund was provided on 5/21/2023. The customer should received the funds credited back to their account within 7 days from date of refund processed. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:05/20/2023

  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.

  We purchased a phone outright from Mint Mobile approximately 11/22/2022.The phone worked fine until 05/08/2023. Then it had no service. The phone has 2 year ********** Warranty. The phone was diagnosedby Apple and found to be Blacklisted reported lost or stolen.Despite many attempts Mint Mobile has provided no resolution. Nothing but lies and false representations. We request the BBB step in to resolve the issue. Thank you for you attention to this matter.

  Business Response

  Date: 05/26/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device a full refund or a replacement device will be provided to the customer.

  Thank you, 
  ****************** 
  

  
  

  Customer Answer

  Date: 05/26/2023

  Mint Mobile has Blocked the **** on my device. I have spent 2 weeks calling them on the phone! Nothing but delay, deny and foot drag! The **** needs to be unblocked. When Mint Mobile sends me a new IPhone 14 Pro that is working with a return label for the non working IPhone, the issue will be resolved! I expect Mint Mobile to continue with there nonsense!

   

  Business Response

  Date: 06/02/2023

  Hello,

  In regards to this concern, the customer has filed a chargeback against their device order transaction, therefore the customer's device has been blacklisted due to the chargeback being processed.

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 06/07/2023

  Good Morning BBB,

  We provided evidence of the IPhone purchase.
  Mint Mobile has failed and neglected to provide any evidence of their claim.

  It appears that were at an impasse. I will not continue to go in circles. Federal Law states, even if a customer owes money to a company, said company shall not hold a customers phone hostage! 
  That being said the phone was purchased and paid for in full over 6 months before being disabled. Theres no evidence of Mint Mobiles Claim!

  Thank you for your time!

• Initial Complaint

  Date:05/19/2023

  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 year of service from Mint Mobile, whom I had been a loyal customer of for at least three years. Not long after, I noticed connectivity issues. The issues were severe enough that I wasn't able to call out from my phone when I needed to. My child was hospitalized during this time and there were times I was not able to communicate with them. I had to switch services in order to have reliable communication.

  Business Response

  Date: 05/23/2023

  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