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:05/10/2023

  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 
  

  
  

• Initial Complaint

  Date:05/05/2023

  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 ordered a new cell phone and paid for the phone in full as well as paid for my service contract for about 2 years. Ive had several issues with their customer service department giving me false information, so now Im trying to switch my cell carrier. Mint released my cell NUMBER but continues to lock (or monopolize) MY phone. So now I have ZERO cell phone access/service. I dont understand how because both mint and the new carrier have been paid for the month. Ive been trying to fix this problem with mint but they are constantly giving me excuses. Its been nearly 72 hours without any cellphone service!! *** talked to 2 different supervisors and multiple representatives and none of them are helpful. Even though the phone was paid off and my service is still paid for, they merely released the phone number associated to my phone (now in limbo) but cannot release the actual phone? I want some type of resolution. *** never had this much trouble leaving a company!

  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 
  

  
  

  Customer Answer

  Date: 05/11/2023

  it took them over 8 days to release my phone.  The representatives kept saying it would be ***** hours, this company does not stand by their promises.  I want nothing to do with this company anymore.  They are extremely misleading with what they claim to their customers. 

  Business Response

  Date: 05/16/2023

  Hello,

  In regards to this concern, the customer let us know that they are with a new provider and no longer require assistance. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:05/05/2023

  Type:Product 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.

  In early March, I ordered a phone ******* Pixel 7) and service package from Mint Mobile. The phone was defective, to which Mint Mobile agreed, and they sent me return instructions. I followed those instructions precisely, and the device was received by Mint Mobile on March 20th. A copy of the ***** "proof of delivery" is attached. Since then, I have not received my due refund from Mint despite repeated assurances from so called "supervisors" in their **************************** Throughout this incident, without exaggeration, I have spoken to **** different Mint Mobile employees for at least a dozen hours. This needs to end. They need to send Affirm, the company through which I financed the phone/service package, a complete refund including for interest I should not have accrued. This level of incompetence or worse malfeasance by Mint Mobile is intolerable, and what literally hurts my brain is how this company remains in business. How much money has those 12 hours I've spent on the phone cost Mint Mobile? Cost that would not have been incurred if they just did the right thing. It's utterly foolish.The original order number was MT2720682.

  Business Response

  Date: 05/11/2023

  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: 05/11/2023

  Mint Mobile clearly did not bother to even read my complaint.  They already have the device.  I gave proof that they already have the device.  They need to issue a refund for the device that already received on March 20th as documented and proven.  Please ask Mint to care just a little enough to actually read what I wrote.

  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, 
  ****************** 
  

  
  

• Initial Complaint

  Date:05/05/2023

  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.

  They have once again put a reccuring charge of $67.92, dated May 3 2023. This is the second time they have done this. The Mint Mobile Phone Servicesis fraud. The phone nnumber, if called, laughs about the consumer who is calling in with a complaint. It lets you leave a message for a call back. They call back but you get a dead line.

  Business Response

  Date: 05/10/2023

  
  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: 05/10/2023

  They refuse to communicate through your service wanting to have the BBB not be the intermediary arbitrator of this complaint.

  Business Response

  Date: 05/17/2023

  Hello,

  In regards to this concern, the refund has been processed, please allow up to 10 business days for the funds to be credited back to the customer's account. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 05/18/2023

  As stated, I requested a refund the quarterly months as far back as December 31, 2022 to May 3,2023 and documents to support this, along with a document stating that the account has been locked due to theft of the cell phone in the fall of 2022.

• Initial Complaint

  Date:05/04/2023

  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 cell phone service from Mint Mobile. I attempted to cancel my service within the seven day trial period because I was having a lot of trouble with reception. I was not able to reach anyone at Mint Mobile, whether by chat or by phone. Finally after my 11th day of non functioning cell service, I was able to reach Mint Mobile. They told me they could not help me with a refund, despite my attempts to reach them during the 7 day trial period. I would like to be refunded and I would like my service canceled, as Mint Mobile ultimately did not provide me with the cell coverage promised, nor did they follow through on their refund policy despite my best efforts to contact them.

  Business Response

  Date: 05/10/2023

  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