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:05/22/2023

  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 
  

  
  

• Initial Complaint

  Date:05/18/2023

  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.

  After much research, changed cell company to Mint for myself and my 2 children. In order to unlock the phones, I had to purchase them outright from previous company. I received the *** cards in the mail. Was able to install 2 of 3 cards without any issue. For the last 10+ days I have been dealing with Mint Mobile and their inability to get the third phone onto their system. We have spoken to seemingly every customer service rep, who then escalates the problem. We have been advised that the issue is anything other than Mint. We were told it was the phone itself and had to contact Apple. Then we were advised that it was the previous cell company. It was not. We have installed multiple electronic Sim cards that do not work. We have been repeatedly told that issues will be addressed and then they are not. Most recently my son spent two hours on the phone being told that this was a priority and the technical group was working on it. The representative went as far as to tell us our only option was to factory reset my sons iPhone , and that this would correct the issue. It did not. At the end of the most recent conversation, we were told that we would get a call in the next 72 hours with the.Resolution but if not, then they would refund the amount of money I paid for the plan. This phone worked before we switched. We now have an iPhone with no service and seemingly no solution. We are repetitively told the same steps and asked the same questions over and over again with customer service. It is always that some thing else is wrong that has nothing to do with Mint Mobile. Including that my son somehow must have messed up his phone. The lack of follow through, accountability and concern are astounding. We have been told we are priority and this is escalated so much so, we will potentially hear from someone within 72 hours (!). **************** and ability to technically problem solve are severely lacking. This phone worked prior to any interaction with Mint

  Business Response

  Date: 05/23/2023

  Hello,

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:05/18/2023

  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.

  On 05*17 I called into Mint Mobile they stated if you want VIP process in setting up and your 55+ years of age you call in to get established with Mint mobile. I gave the person all info porting #, acct# paid for the entire year and as of today 24 hours later 4 calls to tech and supervisor. The ** code for ESIM is not working. I love how they run down the list 1. Maybe its your wifi ? I work from home hi tech wifi and have full bars, nope not that2. Maybe your phone isnt compatible? Brand new IPhone 13 purchased from Apple less than two Months ago which had been immediately activated with at that time my TMobile acct. 3. Maybe you need a physical SIM card WHAT!!!???? Are you kidding me ???? This is 2023 , I guess Mint mobile system is still back in 2019 4. You need to wait 4 hours to get your porting and account info. WHAT? The normal mobile carrier will give you that info instantly , not wait . Also, your refund will be reimbursed 7 to 10 days. 5. I have no phone , I said to them this is a true issue what if the person only had that phone?. Their automated response Im so sorry about what youve gone through you still need to wait. Pull the ** call recordings listen to your reps * supervisor I HOPE YOU LISTEN TO THESE WARNINGS ! Stay away from Mint Mobile.

  Business Response

  Date: 05/23/2023

  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:05/18/2023

  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.

  Dear Better Business Bureau,I am writing to express my dissatisfaction with Mint Mobile's handling of plan switching and their failure to honor the terms of their promotional offer. ** November 2022, I joined Mint Mobile on their family plan, enticed by their "buy 3 months get 3 months free" deal. However, my experience has been frustrating and inconvenient.The primary issue stems from the fact that only the primary family member can switch plans. When the promotional period ended, I switched to the yearly prepaid plan to save money over the shorter duration plans. Unfortunately, the other family members were unable to change their plans, causing significant financial implications.I contacted Mint Mobile's support before May 17 to seek clarification, and I was assured that the plan change for the other family members would occur on that date. However, this turned out to be false. Upon reaching out to support again, they manually switched the packages to the yearly prepaid plan, but it will only take effect on each family member's NEXT cycle. As a result, I will be forced to pay hundreds of dollars more over the next year due to this delay.I suspect that Mint Mobile's actions may be intentionally designed to discourage customers from switching to other cell phone providers by making the process cumbersome and frustrating.I kindly request the Better Business Bureau's intervention in this matter. Please investigate Mint Mobile's practices and ensure they rectify the situation promptly. Customers deserve transparency, honesty, and a smooth plan change process, I trust that the Better Business Bureau will advocate for consumer rights and work towards a fair resolution.Thank you for your attention to this matter.

  Business Response

  Date: 05/23/2023

  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: 05/23/2023

  
  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:05/17/2023

  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.

  In May of 2022 Mint Auto Renewed and charged my card without our permission. I called them and they refussed to refund me but said they would remove my card and that it would not be auto renewed again.We expected they would end our sevice this month but instead they again auto renewed our line on May 13th, last Saturday, and charged our account $263 again! I imedatly called them on the same day and told them we had not approved this continuation of this service. The agaent, ******, assured me that they would cancel the account and refund our money.After 2 days, on May 15, Monday, we still had not recieved any email showing cancelation of service or any refund. I called back again and spoke to **** who said they would take care of it and I would be reciving email confirming the refund and my card would be credited back in the next 10 days.Today, Wednesday, we still had not recieved any email showing cancelation of service or any refund. I called back and spoke to a manager, ******, who said they needed another day to look into it but i would have it resolved.Based upon my experiance with my inteactions I don't believe I can trust what I am told by the companies agaents on the phone. I will be working with my credit card to persue a full refund.

  Business Response

  Date: 05/19/2023

  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: 05/19/2023

  I have spoken with employees and management and was assured I would not be rebilled when plan ended. The service provider has all these details from my many calls already made to them. The only thing they need to do is provide me a confirmation that the service has be canceled and a full refund of the funds they took from my acount for services I did not request, want, or need.

  Business Response

  Date: 05/23/2023

  Hello,

  In regards to concern, a full refund has been processed on 5/21/2023, please allow up to 7 business days for the funds to be credited back to the customer's account. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:05/17/2023

  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.

  We have been with mint mobile for around 2 years and haven't had a problem, but over the last 2 months we lose service several times a day and do not have service until we restart our phones. I have contacted customer service at least 5 times and they have not helped me. We have tried resetting the network, changing the sim cards, and a number of other things on their end. Finally, I was able to get someone who said they have been having tower issues in my area for the last several months and my account would be credited once the problem was fixed. Their last message: I understand, once the services are working, we'll provide you a credit for the time without services, you can request it with this ticket number #******* I have not heard back and after contacting customer service again, they have no idea what I am talking about and the ticket number has no info. I am so tired of going back and forth on this issue and every time I contact customer service, they have no idea what I am talking about, so we start over. I want to be compensated for the over 2 months we were without service.

  Business Response

  Date: 05/23/2023

  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. We will also be providing the customer with some wallet credit for their service issues.  

  
  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 05/23/2023

  My service is still not fully working. Every time I leave my house or go off of wifi, I completely lose service until I restart my phone. I am getting very tired of this and every time I call customer service, they have me repeat the same steps, say everything is fine, then tell me the problem is fixed. 

  Business Response

  Date: 05/30/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to further troubleshoot this matter, as more information is needed to resolve this matter. If we are unable to resolve, a full refund will be granted to the customer. 

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

  
  

  Customer Answer

  Date: 05/31/2023

  I had another rep from Mint reach out to me saying the issue was resolved, but the issue is still not resolved. If they are able to refund the full amount, I would be willing to stick with the service for a while and hope for a resolution. It is still extremely difficult when my wife and I lose service every time we are off wifi. It makes me wonder why we are paying for cell service if we can only use our phones on wifi or need to restart them every time we walk out of the door. 

  Thank you,

  *****

  Business Response

  Date: 08/04/2023

  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: 08/07/2023

  I just received another generic email from someone who had no idea what the situation was and asked me to explain everything from the beginning. I am getting tired of dealing with new people constantly and explaining the situation each time. I just want my bills credited for the over 3 months I had terrible/no service 

  Business Response

  Date: 08/09/2023

  Hello,
  In regards to this concern, we have added $20 of credit in both of the accounts and for the issue
  we have provided the account credit correspondent to each plan for 3 months based on plan and
  for the account ********** that has the plan of 12 month 15GB and we have added $40 and for
  the account ********** that has 12 Month Unlimited 40GB plan we have added $70 in credit.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 08/09/2023

  After all the difficulty we have had to deal with since the beginning of the year, this might as well be nothing. There was an apparent lack of care and concern from Mint throughout the process. I was pushed toto other people multiple times, had to explain the situation more time than I could count, and nobody genuinely attempted to resolve the issue. I cant count how many hours I had to put into just getting help restoring my service over the course of months. I always had one an employee just trying to get the temporary fix so the could let this issue be someone elses problem. 
  I have been with Mint for a couple years and always pay in full at the beginning of the year, but this situation has me looking for other carriers.