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:05/11/2023

  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 a 3 month Mint Mobile service plan for $52.53.The problem is that the calls continued to drop within 1 to 10 minutes of the conversation, repeatedly. I would receive a call that failed, no matter the time of day.I called Mint Mobile 710 times to resolve the issue, with hold times up to **** minutes.On many of the calls, there was a language barrier. The representatives are deceptive, placing you on hold and then hanging up.There were agents that I spoke to that stated the towers were down in the area (?) I received a call back from Mint Mobile's agent, who stated she would assign service to a different tower.After the issue was still not resolved, I requested to speak with a supervisor, who concurred that I was not receiving the service for which I had paid.He could see the numerous calls that dropped, and there was little to no usage.He stated that Mint's mobile service can be poor and agreed that he too would choose a different carrier.I requested a refund, and the supervisor agreed to process it.However, I had to call back to request it again, and that supervisor stated I would receive a refund because of my inability to utilize the service. However, I received an email stating that it was out of the 7 day window. I have 44 days left of the 90 days that I discarded; that's how bad the service is.The cell number I received was a *********** had been previously issued. Too many annoying calls!Also, it's important to note that upon being told the towers were down; I asked if I could receive credit for those days.I received inept customer service, and no credit was issued.I was not provided with a service for which I paid.Mint Mobile does not have the capability to provide coverage as advertised.It's unethical to know it's impossible to provide adequate service and then say no refunds!Don't fall for $15 a month. Mint Mobile is not a reputable company, I recorded all calls as proof, as I was blown away by such duplicity.

  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: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 was excited to get a great price for phone service and they checked and said we had service in our area. We never were able to get good service and I called for a refund 15 days later. They assured me I would receive a refund. No refund. Call back three more times and on the fourth call they told me I was past the refund date. This is a scam. I paid in advance and they purposely kept telling me I would be refunded the money and lying until it was past the refund date.

  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: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 tried to activate my new line mid January, but **** was unable to do so until 2 months later (March!) and they are still computing the first two months of my 6-month plan as used even though it never worked during those first 2 months.

  Business Response

  Date: 05/12/2023

  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: 05/12/2023

  Still waiting to hear from them.

  Business Response

  Date: 05/17/2023

  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

  Standard response not applicable to my case, there is no device to be returned.

  Business Response

  Date: 06/20/2023

  Hello,

  In regards to this concern, we apologize for the earlier confusion, a credit of $50 has been provided to the customer's account, that the customer can use towards their next renewal. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:05/10/2023

  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.

  Purchased a three month mint mobile plan in April 2023, May 2023 rolls around and I get a message saying my account has expired/been deactivated due to nonpayment even though the money left my account for the three month plan which shouldn't expire until July which it SAYS ON MY MINT MOBILE PORTAL, IT LITERALLY SAYS 'PLAN ENDED JULY 17 2023' AS IF JULY HAS PASSED AND WE AREN'T IN MAY 2023 WHAT THE ******** please give me my money back or turn my phone service on what kind of scam is this business??? PICTURE OF MY MINT PORTAL IS ATTACHED

  Business Response

  Date: 05/12/2023

  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:05/10/2023

  Type:Sales and Advertising 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.

  We were charged for fraudulently for another account which mint had acknowledged but won't give us any information and we are unable to properly dispute the charge with our credit company. They were able to see an additional charge on our specific credit card that was not related to our account and would not help **.

  Business Response

  Date: 05/12/2023

  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: 05/14/2023

  
  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:05/10/2023

  Type:Order 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 purchased a Mint Mobile new phone through the Mint Mobile website about 2 weeks ago. Mint Mobile sent the wrong phone. I called and reported the error. I also submitted 2 emails to report the error. The only response I have received is an email stating that I would have to pay a $10 shipping fee, and be held responsible for a 20% or more restocking fee if the phone is not defective. Two different supervisors said they would send a prepaid shipping label. One did not send anything. The other sent a shipping label that states on the top, "Postage required". When I pointed this out, he said "I know." There is no reason I ahould have to pay a shipping fee and be charged a restocking fee when Mint Mobile sent me the wrong phone. This has taken up hours of my time, and the window for getting a refund is closing. I do not want credit with Mint Mobile. I want a prepaid shipping label and written documentation that I will not be charged a restocking fee to fix their mistake.

  Business Response

  Date: 05/12/2023

  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:05/09/2023

  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 the 3 month 5GB of 5G 4G LTE per month. The plan states data speeds reduce after 5GB but data is unlimited. I assumed I would still have unlimited data after my 5G is used up, but the speed would be reduced. I do not have internet at all. I contacted about this and was told that's not what plan I purchased, but that's exactly what I purchased. I talked to 3 representative and no one was able to help me. I need internet for work and I do not want to stat on a plan for 2 more months that I cannot use. I asked for a partial refund since I'm not getting what I thought I was paying for and they would not refund me quoting their policy. I don't understand why the policy on works for them and not for the paying customer. I want my money. I didn't get what I signed up for. Mint Mobile is a complete scam. I paid with taxes and fees: $51.47.

  Business Response

  Date: 05/11/2023

  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:05/08/2023

  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 had Mint Mobile for the past year. The service has been ok for the beginning 6 to 8 months with the occasional outage, etc. The last few months have been terrible. Can't send or receive group texts reliably. Can't call or receive calls reliably. Even text messages aren't sending and receiving reliably. Sometimes the phone lets you know your sent messages aren't going through. Sometimes they just don't go through. I've contacted customer services several times over the past few months. Each time they tell me that I have service in my area and they aren't sure of the problems. Reset all of my settings with no changes to the issues. They did admit the group messages were having issues but didn't have any guidance or anything posted on their website. I asked if they would update users when the problem was resolved and they said no. Very poor phone service and customer service. I would have cancelled the service, but I prepaid for the year ahead of time.

  Business Response

  Date: 05/11/2023

  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:05/07/2023

  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 3 months from Mint Mobile in February. After numerous chats and attempts to activate ESim card, they were all unsuccessful. I was told twice they were mailing a physical SIM card, a month passed never received it. Called again, was told it was never ordered. Once again they would mail me a SIM card. Long story short, I finally got a physical SIM card and it said the serial number on it was incorrect. I finally got it working and used their service for a month and am now being asked to renew my plan. I tried chatting 3 times, spent hours waiting. Finally spoke to someone today, was told there was nothing they could do to help me. I would have to pay for service I never used. This is a poor way to do business.

  Business Response

  Date: 05/11/2023

  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:05/05/2023

  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.

  I bought a year up front and soon after my service quit working properly. I work a job where I deal with emergencies constantly and I couldn't even call out when I needed to. I want a refund of my remaining unused service because I already had to switch service providers due to multiple situations where cell service was full bars but it would still tell me service unavailable and disconnect my call when dialing out.

  Business Response

  Date: 05/11/2023

  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