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:05/02/2023

  Type:Order 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.

  Last month I paid nearly $200 for a mobile plan and an additional $200+ for a phone from Mint Mobile. Despite spending many hours troubleshooting and many, many hours working with Mint's support team, I've never been able to send a text or make a call with the phone. Mint's team has repeatedly told me that they would call me back within 24 hours but I never received a call. It always fell on me to have to contact them. I've had their support team remotely access the phone and even they couldn't fix it.I now have a phone that I can't use and i paid for a plan and phone number that doesn't work.I've repeatedly asked for a refund but get the same standard boilerplate denial about being past 7 days. I'm willing to keep the phone but I want a refund for the unusable plan.My Mint account is under the ******************* email address.

  Business Response

  Date: 05/09/2023

  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:05/02/2023

  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 bought the service with the understanding from their service map that I have complete 5g coverage at home. This is not the case. I have 1 bar of 5g and 1 bar of LTE. Their map is not accurate. They then try and say, go with a different sim, but want to charge you another 10 bucks to have one sent.

  Business Response

  Date: 05/09/2023

  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:05/01/2023

  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.

  Placed a new order Jan 11 MT2561874 $105.27 for 3 months unlimited with 3 free additional months.The activation sim card did not work and Jan 16 a rep placed a second replacement order MT2598674 $90. This yet again activation did not work. The rep processed another order Jan 18 $99.02.I have not received a refund for MT2561874 $105.27 for 3 months unlimited with 3 free additional months and MT2598674 $90 I was also told that the same "3 months unlimited with 3 free additional months"would be applied to my replacement orders since the sim cards were faulty and not able to be activated.I would like my refund and the "3 months unlimited with 3 free additional months" applied to my MT2603681 plan.Numerous calls, chats and requests have been made. Calls will also last more than 1.5 hours with no resolve.Jan 11, Jan 16, Jan 18, Jan 22, Jan 29, Feb 11, Mar. 1, Mar 12, Mar 25, Mar 27, Apr 9, May 1

  Business Response

  Date: 05/05/2023

  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: 05/05/2023

  I will forward my receipt of payment of Order MT2598674 $90. This was supposed to be a replacement order but I am told it was not submitted as one and was told I would need to pay this amount at the time. I also was not given the 3 promotional months when 3 months was purchased for a first time customer.
  This amount was not refunded nor the 3 months free service.

  ORDER DETAILS
  Your Order Number is MT2598674
  Youre well on your way to saving a bunch on wireless. Actually, the savings IS literally on its way, so be on the lookout.
  
  
  
  3 MONTH, UNLIMITED PLAN - SIM KIT
  
  Qty: 1
  
  
  BREAKIN' IT DOWN
  Product Quantity Price
  3 MONTH, UNLIMITED PLAN - SIM KIT 1 $90.00
  Subtotal: $90.00
  Total: $90.00
  SHIPPING ADDRESS
  
  ***********************
  *********************************************************************************

   

  Business Response

  Date: 05/11/2023

  Hello,

   

  In regards to this concern, the second order was a replacement and we have confirmed that she was not charged. We also added the B3G3 promo on the current account. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:04/29/2023

  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.

  I prepaid for a 12 month plan for $240, starting November, 2022. I switched carriers March, 2023 because I needed an international roaming plan. I made 3 requests for a refund of my unused months, only to be told, that they dont give refunds. I was never told before I left Mint mobile that there are no refunds. The rep said that the refund would take **** business days. I want a refund of my unused months.

  Business Response

  Date: 05/03/2023

  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: 05/08/2023

  
  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:04/28/2023

  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.

  Mint Mobiles service wasn't great in my area. I called to discuss with them, but there was no solution. I got the account info and pins for each line to port out. I also cancelled my auto payment. I have changed service provider before the accounts expired, but Mint Mobile still charged my card. A card that was supposed to be deleted and auto payment stopped. I called within a few weeks of noticing this and was told I'd be refunded. It never happened. Their terms and conditions recently changed and they no longer are willing to provide my refund based on current terms. The issue is I never agreed to those terms and ported out, which closes the accounts, before the new terms were active. Their representative stated that they didn't have access to prior terms and conditions. When I stated that I'd be disputing the charges, they dimply stared I was free to do so.After reading other complaints, it's clear Mint Mobile is very deceptive and obviously has no sense of ethics. I'd warn all to stay away and choose another service. Upon my review, there's multiple available with better coverage and for similar costs. Do your due diligence and get quotes. You'll be much better off in the end.

  Business Response

  Date: 05/03/2023

  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: 05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I'm willing to accept their attempt at resolution.  I will wait for the business to perform this action. If it does and an agreement is made, I will consider this complaint resolved. Otherwise, it should remain open. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/28/2023

  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.

  4/2/2023 Continued issue with paid for service with mint mobile. I pay for service of text, phone calls and unlimited data only get the data and occasionally get text and phone. Tried multiple times through out the year to get customer support to fix it they never did. I tried to cancel my plan and there is no option to. I looked at changing plans and that requires a pin and account number which they hide from you. I called to get it they used a phone tree loop to deter me then placed me on hold and hung up. This is illegal I paid for a service which I can cancel when I choose. It is on automatic renewal and there is no option to even discontinue that. I wish to discontinue service with them and move to a different provider. But they are literally preventing me from doing so. My only recourse at this time is to cancel my credit card so they cant charge it and buy a whole new set of phones for my family instead of being able to transfer them over to the other provider.

  Business Response

  Date: 05/03/2023

  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: 05/03/2023

  
  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:04/27/2023

  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.

  Order #MT2804215 was returned and received by Mint Mobile on 4/14/2023, ***** tracking #************. The device was unused and the service was never activated. I have been provided conflicting information regarding the status of my refund of $323.05. At the time of this complaint, I have still not received a refund of the device/service.

  Business Response

  Date: 05/03/2023

  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 
  

  
  

  Customer Answer

  Date: 05/06/2023

  
  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:04/26/2023

  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 purchased three free trial Mint Mobile SIM cards for me and my family to try Mint. I started to program and update my phone for the Mint mobile service. After I got the app downloaded and my sim card active, ****'s system suggested that I pay to skip the 7 to 14-day trial and activate a monthly account with Mint for $90+ with taxes. I attempted to get it to work, but the charge went through, yet, the transfer did not work. It did not transfer my number. So, I tried it again in case I did something wrong or if it was a system/manufacturer issue. I ended up paying twice without luck. The third time, I got in touch with a Mint mobile rep. **** helped me set up a single account and charged me a third time. Afterward, I spoke to another department rep for a refund. The individual was supposed to call me back but did not after a few days...I requested to speak with an accounts rep for the two refunds. **** refused to help at that moment and said they would evaluate if it was possible, and then notified me after calling again that they would not refund me or give me six months' credit. I filed a dispute with my bank unsuccessfully. Last, Mint charged my account 3x for one three-month subscription service ($90+ each) even though I did not receive or utilize the two additional services charged. Thank you for your time and assistance and for trying to help me rectify this issue.

  Business Response

  Date: 04/28/2023

  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:04/25/2023

  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.

  My mother ****** paid for 1 year of service with Mint Mobile 12/22 which would be good through 12/23. She passed away 3/23. I contacted them 4/13 requesting her service be disconnected and a refund be sent for the remaining 8 months of service. At first they told me they couldn't provide a refund because it was out the time period to receive a refund. I explained that she was deceased. After a long wait they told me they would process the refund and provided ticket# support M-******. I told them that her bank accounts were closed. They said they would call or email me within ***** hours to get a new card number. I never heard back from them. I reached out to them again 4/19 they said the refund was denied because the bank refused the credit. I explained that I told them that the account was closed and they had told me they would contact me for a new card number which was never done. **** took a different card number and said the refund would go to that card, that they would email me or call me within ***** hours to confirm which they didn't do. Today 4/25 I connected them again and they ************** said they could only refund to the original card. I asked them to send a check and they said they couldn't do that. They even did a 3 way call with my mother's bank trying to get the bank to reopen the account so they could do a refund. The bank said they couldn't do that because the account was closed due to death. I asked **** again to send a check for the refund to my mother and I could deposit it into another one of her accounts. They refused and said that was against their policy. They still have not disconnected the service to her cell phone. This seems very unethical to charge a dead person for a service they will never use.

  Business Response

  Date: 04/28/2023

  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: 04/29/2023

  No one from this business has contacted me since their response to the BBB. I have spoken to them numerous times with no resolution. I am requesting the refund 8 months of what was prepaid and disconnect the phone number

  Business Response

  Date: 05/04/2023

  Hello,

   

  In regards to this concern, we have reached out the customer for more information to resolve this matter, if the customer could reach back to ** with the requested information, we will be able to resolve this matter. 

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 05/07/2023

  I DON'T WANT THIS COMPLAINT TO BE CLOSED UNTILL THE REFUND CHECK HAS BEEN RECEIVED AND CLEARED THE ****.

  I RECEIVED THE RESPONSE BELOW FROM THE BUSINESS 4/30/23

  My name is ****** and I will be glad to assist you with your BBB complaint.
   
  We are very sorry for your loss and for the inconvenience caused to you with account **********, since the bank account is already closed, we can try sending the refund through paypal or via check, however, please keep in mind that this is a one time courtesy since we don't process refunds via check, to do so, please provide ** with the information below:
   
  Your Paypal email:
  In case you don't PayPal, please provide us with your shipping address:
   
  We look forward to your reply!

  I REPLIED 

  My mailing address is *****************************************************When can I expect to receive the refund check?

  TO WHICH THE BUSINESS REPLIED

  Thank you for the information provided, we're currently working with our accounting department so they can send you a refund check, once we have more updates, we will let you know.

  WHEN REFUND CHECK IS RECEIVED AND CLEARS THE **** I WILL REQUEST THE COMPLAINT BE CLOSED AT THAT TIME

  Business Response

  Date: 06/16/2023

  Hello,

  In regards to this concern, the customer's refund check has been sent to the customer's address provided. 

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:04/25/2023

  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've been calling multiple times to get a refund for an order that I have returned (Order# MT2686185)On March 7, 2023, I received an email from ***********************, approving my refund request. I was provided with 3 tracking number to return 3 order (MT2689849, MT2689842, MT2686185). ***** Tracking #s:395417850457 ************ ************ According to the tracking number all item have be returned. And I have received the refund for MT2689849 and MT2689842 but not MT2686185.Every time, I call the Mint customer service and talk to the supervisor. All they can do is try to expedite and wait for the back office to respond. I kept being assured that I will get a respond within 24/48 hr however if is far from the truth. I have attempted multiple call and it always ended the same thing and pretty frustrated with it.

  Business Response

  Date: 04/28/2023

  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: 05/01/2023

   I haven't received a call from Mint

  Business Response

  Date: 05/03/2023

  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 
  

  
  

  Customer Answer

  Date: 05/10/2023

  Received the email that it will be refunded. I will close the complain once the refund goes through. Thank you