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:05/17/2023

  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.

  This account was a 90 day a plan. I paid on 15 March. According to the Mint Mobile Rep the service was cut off on 5 May. The 90 day plan should have included service from 15 Mar to 13 June. My daughter uses the phone and have been without service nearly 2 weeks, when she should have had over a month left.

  Business Response

  Date: 05/23/2023

  Hello,

  In regards to this concern, customer's account was suspended due to refund that was processed on 5/5/2023 and the customer has already ported out their account. 

  Thank you, 

  Mint Mobile 

• 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.

  I signed up for cellular service with Mint Mobile. I paid 12 mos in advance to obtain the lowest monthly data rate plan. The service is not what I hoped for. I upgraded to ************** only to find out that ************ was limited under the unlimited plan. I signed up for home internet and got a bundle with cell service. I contacted Mint Mobile and advised them that I was canceling and that I wanted my (roughly) $292.50 of fees I paid in advance returned. After several chats and more than two hours with varying customer service drones I was told that I could not get my money back and that the only way to obtain value for the funds I paid was to use their service. My chats with Mint customer service were some of the most aggravating discussions in my life. A complete waste of time. I bought down my plan rate just like someone who pays points to buy down their mortgage interest rate. I expect my money to be returned for unused months. Yes, charge the 2 months I did use at the non-discounted rate but don't jerk me around for hours to tell me I didn't cancel in the 7 day window. No kidding, I have been a customer for months! How very disappointing for RR. I wonder if he knows what a slimy operation he has lent his face to. Shame, shame...

  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

   Mint Mobile has all that they need to resolve the issue. The respondent must be head of the **************************** I recognize the stalling, act like your helping when you have no intent to help undertone. Refund me an amount no less than$292.50. You will do poorly in a ************* Court and end up paying at least three times that amount plus attorneys fees.
  

   

   

   

   

   

   

   

   

   

   

   

   

  4292.50

  Business Response

  Date: 05/23/2023

  Hello,

  In regards to this concern, a full refund was issued on 5/22/2023, 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:05/15/2023

  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.

  I purchased Mint Mobile in December. We paid for 3 lines for a year and 2 new phones. Mint sent me a ******* Galaxy 20 that had a defective mother board. It took from Dec-Feb to diagnose this issue. I had to go back and forth with Mint and ******* innumerable times over those 2 months. I finally got approval from Mint for a replacement phone. I returned the defective phone and have **** confirmation that the ************** received the phone on 2/6/23. It is now May 15th, and hours and hours later of customer service calls, I still have no phone and the same run around from Mint that the warehouse hasn't received it and they need to hear from ****. I have been on 3 calls with Mint and **** confirming the phone delivery. Mint keeps me in a customer service loop saying they will talk to "the back office and call me within 24 hours" and they never do. The last call my husband made, **** said they were sending me the replacement phone and I would get an email confirmation which hasn't happened. I am on a customer service call again and I am back at square one with Mint saying they need to call ****. I am at my **** end- Mint has the defective phone and my $429. What am I supposed to do? I have literally spent hours and hours dealing with the issue. I either want the replacement phone or my money back.

  Business Response

  Date: 05/18/2023

  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 will be provided to the customer.
  

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

  
  

  Customer Answer

  Date: 05/18/2023

  Mint mobile knows via **** (we have called them together 4 times) that the device was returned to their warehouse. They have not been able to locate the device since 2/6/23. Not my problem. At this point, I don't care about the replacement device. I want my $429.99 that I gave them for a WORKING PHONE. NOT the broken one they sent me- which has been verified by ********

  Business Response

  Date: 05/24/2023

  Hello,

  In regards to this concern, to date we have not received the customer's device back to our warehouse, we recommend that the customer reach out to the shipping service to file a claim.

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:05/15/2023

  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.

  i tried calling number its designed so no one answers and i am busy. very with my own business life. i am letting ********** expire i have not been able to access service in months bad hand set no money or priority to buy it now no financing. just want to cancel number already lost money months i cant access it bad handset cant keep facebooking no one answers number no time to try to email pls let it expire june 2 not renewing. esp how hard it is to renew. did not suspend my service could not get through. need to focus on my own business eveyrthing is email these days impersonal and often solves nothing i need to make time to talk to someone. good for me.

  Business Response

  Date: 05/18/2023

  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: 05/18/2023

  in the middle of moving i rejected this please tell them to email me only i cant be reached by phone. 

  Business Response

  Date: 05/22/2023

  Hello,

  In regards to this concern, we have contacted the customer and confirmed that this matter has been resolved. 

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 05/31/2023

  nothing was resolved. i sent a letter this will do nothing but waste my time they told me what  i already knew resolving nothing another ****** in how not to do business i am done with mint mobile nothing is resolved  if person knows consumer protection they know customer says its resolved they did nothing but reiterate that which i already knew

  Business Response

  Date: 06/20/2023

  Hello,

  In regards to this concern, we have confirmed that the number ending in 8194, was suspended on 6/2/2023 due to customer request for plan not to renew. If the customer would like to continue to use services, they will need to make a another payment to reactivate the account. There is no further action for us to take in this matter and we are marking this issue as closed and resolved. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 06/20/2023

  in the world of consumerism  a customer marks matter as closed. its very hard to get thru to someone there. here it is again  as it was i paid for service i did not have as phone broken many months not renewing due to poor service here so again not matter of not paying a matter of not paying because i am done no motiviation based on lack of CS to renew with a phone i am not going to replace and service i could not access for months before it expired. soince they did not care i am done. now its closed

• Initial Complaint

  Date:05/14/2023

  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 inquired as to why the reported hot spot usage on the Mint Mobile app spiked to over 1g of data for my current billing period, when I have not used the hot spot feature at all this billing period. The Mint Mobile reps (I had two separate conversations trying to resolve) both only provided canned answers just saying I did use my hot spot and that was that. Not even an attempt as to a solution as to why they were showing hot spot use when there has been none. Then they had phone connection issues and the last person I was speaking with was gone off the line. As a long time Mint Mobile customer, I found this customer support experience extremely disappointing and my issue is still unresolved.

  Business Response

  Date: 05/18/2023

  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:05/13/2023

  Type:Delivery 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 brought a 3 month plan for two phones. I ordered a SIM card to put in my phone. It doesnt work. I even ordered an esim card and that doesnt work. I dealt with three different people who dont know how to fix this problem. I have this problem since I started with mint. Now my phone say sos. I can not call or text anyone in case I have an emergency.

  Business Response

  Date: 05/17/2023

  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:05/12/2023

  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.

  Trying to be a new customer. Received the ***** trial today. I could not activate my new 7a through the app, even though the website states this is a compatible phone.Couldn't sign up through the app, had to chat with an agent to finally, finally get activated.Now I can't log into the account. Mint never sent the link to change the *** FINALLY spoke to a person who advises I don't have an account because of the trail. Couldn't reach a supervisor after requesting one. The agent finally blind transferred me to an unknown VM. I have no faith in Mint Mobile to call me back.Mint, you need to be better.

  Business Response

  Date: 05/17/2023

  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:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card was hacked and five charges of $258.05 were charged on 4/18/23 Mint mobile will do nothing about these fraudulent charges

  Business Response

  Date: 05/17/2023

  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. 
  
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call two months ago I called for to buy the open account they charge me credit card that day and they say they were going to send me *** cards however I never received the permanent *** card I called back every week during those waiting period for 2 months I still did not get the *** card every time I call the customer wait told me it was a technical difficulty and they were going to say they were going to send you out 3-5 business day I will receive but I never received this company is a waste of my time it seems to me it's a fraud however they already did charge my credit card and I had to report this bill with my credit card as of today I have not had received a credit back and also they left me two three months without the phone I never had this problem before normally when I had a phone I got the phone with these days this company is a fraud they keep promising but they never sent me any *** card but they charged me up front so I just want people to know men mobile is not real maybe it's for some customers but they defrauded me obviously currently I cannot even get a credit I'm still waiting for my credit card company to get give me credit back that's one thing another thing is staying because I trusted them they left me 3 months without the phone why I was looking for a new job so this is terrible that I go through very bad period with them their customer service told one thing but they never deliver the product or service to me after charge

  Business Response

  Date: 05/16/2023

  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:05/11/2023

  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 signed up for mint mobile for a 3 month unlimited plan. My bank, ***** Fargo, suspected fraud and denied the payment. Mint Mobile continued to port my number anyway to their service. I woke up the next morning without any phone service whatsoever. The account I had opened to sign up is locked and can only be opened with a text to the number they ported which I dont have access to. I had to take a day off work trying to get this resolved through their web chat service. I got absolutely nowhere and had to remind them repeatedly that I had no phone for them to call me back on since they took my number from me. They would not provide me with a number so that I could be reached by phone. Instead they told me to call back in 24 hours. I called back later that day when I was able to get access to a public phone to give them a number they could reach me at and check if there was a resolution and demanded again for them to give me the info I needed to port my number to a service so I could use it. They refused again. The next day they did not call. I called multiple times and they just say someone will get back to me tomorrow. Ive had this phone number for over *********************************************************************************************************************** along.

  Business Response

  Date: 05/16/2023

  Hello,

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, for security we will need to confirm a few things with the customer before releasing this information. 
  

  Thank you, 
  Mint Mobile