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:03/16/2023

  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.

  We own our own phone and had a prepaid service, which lapsed as of the beginning of September, so our phone had no service. We briefly thought we would set up service again, and ordered a service plan on September 02, 2022, but changed our minds within 12 hours. Their website guarantees refunds for 7 days, so we thought there would be no issue when we made the purchase, and were assured of that promise by representatives as well. Within 12 hours, on September 03, 2022, I called the company to request a cancellation or refund, and were told by the rep ** it would be no problem and proceeded to guide me through the request process on their webpage. I did not receive any communication for a few days, so I called again, rep ** told us to resubmit the request, and was once again assured of our refund. I received a rather odd email thereafter asking for nearly our full credit card number and other identifying information, so I called a third time and was on the phone for an hour with rep ** who was having a hard time even finding our order, but who assured us once again that our refund was being processed and we should see it on our statement within **** business days, or thereabouts. It was at this point that, based on their repeated assurances, that we contracted with another company. Having not gotten any word regarding our refund, I used the website chat feature to ask for an update. It was this 4th agent, via chat, who told me that we would not be refunded. This agent acknowledged the previous assurances I had been given by the other agents, but very apologetically said they would not be able to refund my purchase. We then were told via a letter sent to the ******* Attorney General that a refund was being processed within 7 business days of January 10, 2023, but have still not been refunded. The company is now just saying they will look into and have not made any progress in resolving this issue.

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, we have reviewed this matter and have re-escalated this to **************** and a full refund will be processed to resolve this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/25/2023

  
  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:03/16/2023

  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.

  Yesterday I purchased Mint Mobile 3 month Sim card from Best Buy, Paid ***** with taxes and fees.Best Buy advised me that opened sim cards are non refundable.Same day few hours later I activated the service, and transferred my number from cricket.Service is active, but no phone calls or text going through to my device.Phone calls go straight to the voice mail, no indication on my side.In order for me to place a phone call I have to dial a number and wait over 1 minute of silence before the phone call either go trough or get dropped.Multiple text from banking verification did not get trough.I can not afford to have this absence of service , have to transfer ASAP.Spoke to numerous Mint CSR... they blame my device, where at their website clearly states my Galaxy S6 is compatible.There is no service... I Spoke to numerous CSRs no help, they troubleshoot something that is not working..Service is still horrible , rather non existent.Called Mint for refund they adviced me to take it to best buy Best buy told me at the purchase opened sim non refundable I want my money back.I was misled to believe my phone is compatible with Mint Mobile, apparently it is not.Last CSRep at Mint hang up on me after 20 minutes wait... they refuse to refund my money...I lost ***** for less than 24 hours of questionable *service*. I want my money back

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, the customer will need to return to best buy for a refund. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/22/2023

  Best Buy told me to contact Mint Mobile, because Best Buy return policy is no refunds on open sim card.

  So, best buy sent me to contact Mint ,

  Mint sending me to Best buy,

  Both are pointing fingers at each other...
  

   

  Where is the solution ?
  

  Business Response

  Date: 03/28/2023

  Hello,

   

  In regards to this concern, Mint Mobile is unable to refund this order, due to the fact the customer purchased from Best Buy. The customer will need to refer to Best Buy for a refund. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/28/2023

   Best Buy REFUSES to refund OPEN sim card...

• Initial Complaint

  Date:03/16/2023

  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 physical sim and plan through mint mobile,the sim did not work, Mint was supposed to send me a new sim,they sent it to someone else. When I contacted Mint the gave me an ESim,I proceeded to activate the esim through the app and transfer my number from att to mint,after doing so att dropped my coverage but I did not have mint coverage,my phone would not work. After 6 hours and 5 different people,it was discovered my phone did not work because the esim they gave me was for someone elses account and they could not track down who's account it was to cancel it. And they could not give me a new sim until they canceled that which they couldnt figure out how to do .They also could not give me a pin and account number to tranfer my phone, and it could not work because I had no service because of the issue with the wrong sim. I could not get Mint to resolve this and had to go get a new number after having mine for 20 years and pay $100 to get a new accoutn at ATT. Every person I talked to told me something different,twice I was lied to and told they were sending a new esim which wasnt even an option

  Business Response

  Date: 03/23/2023

  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:03/15/2023

  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.

  my Mint Mobile Cell Phone # is ************ I am out of the ****************** and have tried numerous times to add ************************** to my account. I have added ***** (the maximum) 2-3 times and for some reason it is immediately consumed while my data is turned off. I have made numerous calls to Mint customer service and they seem NOT to understand the issue - they read from a script, saying the same thing over and over with NO RESOLUTION! I have asked to speak to a supervisor and they cannot locate one - I have asked for a case # or complaint #, something that will identify the conversations / issues and the cust. svc rep I spoke to said they don't have reference / case #'s. Her name was ASH...this is all I was able to get. I need resolution ASAP as I'm out of the country without the use of my mobile - which is very UNSAFE! someone higher in the chain from MINT needs to call me ASAP and resolve the issue - company is a total nightmare with horrible service.

  Business Response

  Date: 03/22/2023

  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:03/15/2023

  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.

  On Feb 6, 2023 I paid Mint Mobile $476.99. The phone I originally received on this order could not be unlocked by Mint Mobile when I tried to active it. It was never a working phone when the *** card was installed. I sent it back for a refund on Feb 15 after having tremendous difficulty getting a return label. Finally sent it back to ********** when I received the return label. I have not received a refund so I called again and customer representative told me they are sending the phone back to me so that I can unlock the phone. I cannot unlock the phone because I never locked the phone. I received the phone in some type of locked condition. I want my refund for the phone immediately. The problem with this phone is not MY problem. I have spent countless hours on the phone with Mint Mobile with no resolution. As of today, March 15 I have not received my refund of $476.99 Order MT2648966 Tracking ************

  Business Response

  Date: 03/22/2023

  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: 03/23/2023

  On Feb 6, 2023, I paid Mint Mobile $476.99. Order MT2648966

   

  The phone I originally received on this order could not be unlocked by Mint Mobile when I tried to active it. It was never a working phone when the *** card was installed.

  ***I SENT THE ***** BACK ON FEB 15*** SENT TO MINT MOBILE Tracking 395123763072

   

  I want my refund for the phone immediately.  As of today, March 23 I have not received my refund of $476.99   

  Business Response

  Date: 03/28/2023

  Hello,

   

  In regards to this concern, the customer has returned the phone password protected, we will need to send the device back to the customer to get them to unlock the device with a pre-funded return label. Once the customer returns the device completely unlocked a full refund will be processed. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/28/2023

  I DID NOT return the phone password protected, I never went into settings to create a password. The phone was in some kind of locked condition when I received it. Mint Mobile NEVER got the phone working when I put the *** card in it.

• Initial Complaint

  Date:03/15/2023

  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 mobile phone service plan on 2/16 which included a esim card. However, after further investigation I discovered my phone was not compatible with a esim card. The company never communicated that to me. I spoke with a representative a she said she would send me out a physical SIM card which I reluctantly agreed to. I waited 2 weeks for it to find out through a phone call from me that it was denied by the company because the representative put in the incorrect information. I agreed again with the manager to wait for one to come in the mail again. As to date still never received it. I called again on 3/14 to request a refund and the representative told me she would put it through. I requested a email for confirmation she indeed was processing one. I was informed I would get a email in 24 hours. 3/15 I received a email stating they denied my request for a refund stating it was outside of the 7 day window, through no fault of my own. Please investigate this is a rip off. I have no phone service for over a month!!!!!

  Business Response

  Date: 03/20/2023

  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:03/14/2023

  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.

  January 2023 $60.00 for cellular and data service I could only use the phone features on Wi-Fi.I could only use the phone for the promo period of 7 days. After that no functions on the phone would work on their data. Could only use phone apps on either my own or someone else's wi-fi. I'm extremely unsatisfied. I switched back to ******* Wireless.DO NOT GET MINT MOBILE!! BIG SCAM!!

  Business Response

  Date: 03/21/2023

  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: 03/24/2023

  
  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:03/14/2023

  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.

  Exactly as a previous complaint described: this was my fourth call and fourth ticket with Mint over my phone number's caller id. People don't know who I am when I call and I am ridiculed for it (because of the over-the-top, comical nature of the nickname associated with it.) I have asked over the past year, two intermittent plan sessions, for this to be fixed. Each time customer support tells me there was never a previous ticket opened, but assures me they will address it within 72 hours. Yet, the issue is left unaddressed, the tickets are actually being deleted, and I have yet to receive a single follow-up. Seeing as this particular issue has multiple complaints pertaining to it, maybe there needs to be an investigation and a revamp.

  Business Response

  Date: 03/20/2023

  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: 03/20/2023

  I hear that they are going to reach out every time. I did not yet heard back from them the five times they said this before and I don't anticipate hearing back now. I want to leave this open until they ACTUALLY do what they keep telling me they are going to do, as I addressed in my complaint. I followed up with them Friday to be told there was no ticket on record; once again they deleted my ticket so they created a FIFTH one. Someone is purposely deleting the tickets for the job they are supposed to be doing and if my account is 5 for 5, I can guarantee everyone's tickets are being deleted as well.

• Initial Complaint

  Date:03/13/2023

  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.

  On February 22, 2022, I signed up for a yearly pre-paid phone plan with Mint Mobile. However, I was surprised to see a charge of $384.00 on my credit card recently, as I had not received any information that my plan was going to be renewed for an entire year. I contacted Mint customer service, who explained that I had only five days from the date of the renewal transaction to request the new plan be canceled or changed to a different plan and be refunded the difference in cost. Unfortunately, since I did not receive any communication from Mint Mobile, I was unable to contact them within the timeframe they have in place.I expected to receive information about the plan being renewed so that I could review the plan I had for the previous year and make sure it still met my needs. However, my situation has changed since February of 2022, and in the past few months, the account has only used a small percentage, 14%, of the data I will be paying for. As a result, I would simply like to get a refund on the monthly plan and continue month-to-month until I am confident of the right yearly data plan to sign up for.It is surprising that I did not receive a text, email, or some other form of contact from Mint Mobile letting me know I was going to be charged for a new year of service. I would like to resolve this misunderstanding so that I can maintain Mint as my cell phone service provider by being refunded the money for the year of service and then selecting the appropriate amount of data to match my needs.

  Business Response

  Date: 03/20/2023

  Hello,
  

  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 03/20/2023

  In order to make adjustment to my MINT Mobile account renewal in the seven day timeframe I should have received information from MINT Mobile that my account was going to be renewed in advance of the renewal with the option to make changes, this did not happen. IF MINT Mobile is going to put rules into place around their yearly renewal plans then they should make it as easy as possible for their customers to follow those rules. A simple automated email or text letting me know the date that account was going to be renewed and that I had seven days to make any changes is a reasonable request for a customer of any company prior to a $384.00 charge for a year's worth of service they will not be able to cancel if they don't act to do so in a specific timeframe. That kind of automated message would have taken less time for MINT Mobile than it has for me to contact their customer service and the ********************. I feel as if MINT Mobile is counting on my being so busy I forget that it is time for my renewal and if they don't remind me and let me know their exact timeframe for making changes they will be able to keep my on as a customer for a year no matter how I feel about it or if I am able to pay them. Not a good feeling to have about a company. 

• Initial Complaint

  Date:03/13/2023

  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 or about January 3, 2023, we ordered - and paid for - three new lines through Mint Mobile. The deal was to pay for three months and get three months free. We ordered two physical SIM kits and one eSIM. The order number was MT2514610.On or about January 15, we attempted to activate the eSIM card on an iPhone 14. We were unsuccessful and, after spending several hours on the phone and even attempting a second eSIM, we were told to try the restart/reboot the next day. The following day provided no service, and the friendly people at Mint Mobile tried yet another SIM card. This one didn't work. We were told to wait 48 hours. So we did. After several attempts and my teenage son having no working phone for nearly a week, we cancelled and moved on to a different cell service with working eSIM cards. On or about January 26 we requested a refund of the $90 plus junk fees we paid. On January 28 we were asked for further information including an order number. I provided the order number on January 29.On February 23 we received an email from Mint Mobile denying our request for a refund since the request fell outside the cancellation window. Mint Mobile spent the seven days since activation for a refund by continuing to tell us to wait and try new things. At no point did the eSIM ever work.Mint Mobile then delayed a response beyond the 45 day window for a refund. We never received service and do not believe we should pay for it. In fact, due to their mishandling of the situation, we could not port the number to the new service.

  Business Response

  Date: 03/20/2023

  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