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: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 requested a refund over a month ago was told that it was approved and taken care of and then was told that it is in process and yet it has been over a month and still they haven't refunded the almost $400

  Business Response

  Date: 04/27/2023

  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: 04/27/2023

  Mint mobile acontacted me today to inform me that my refund was finallly approved and would be in my account withing 7 business days They did not require any more info to do this that was a lie

  Business Response

  Date: 05/03/2023

  Hello,

   

  In regards to this concern, we are currently investigating this matter and will keep the customer updated until refund is processed. 

  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 purchases a mint phone and 12 year plant on November 5th 2022. For the past 4 days I have no service, I cannot make calls or receive calls. I have contacted mint several times and they tell me someone is working on it and will contact me by email since I cannot receive calls.Today my phone says my plan has expired, which it could not have because I paid for 1 year plan. I got through to customer service and they keep telling me that they are working on it and will contact **** demanded a refund for my 1 year plan since I cannot use their service and they refuse to give me back any of my money to find a company that will provide me with service because I am outside their 7 day ***** Mint Mobile is a SCAM. They take money, have you pay for a year, and then a few months in, they stop your service and claim technical issues that they cannot fix.If they cannot fix an issue with their service, then they need to provide the person's money back on a plan that person can not use. This is ****'s fault and they are saying they cannot fix the problem and will not give back money on a plan. That is called a scam. They need to be investigated for their business practices

  Business Response

  Date: 04/27/2023

  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:04/24/2023

  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 November 30, 2022, I purchased a 3 month 4GB plan and got 3 months free as part of Mint's promotion. I was sent a SIM card along with a "Rescue a Friend Kit". I gave this kit to my husband who switched his coverage to Mint as well. The promotion running at the time was that since I referred my husband, I would receive a $100 credit toward my next renewal and that my husband would receive a $15 credit toward his account. I have been in contact with Mint's customer service 4 different times regarding this matter and still have not received the proper credit on my account. It has been nearly 6 months of my contacting customer service and still not receiving the proper outcome. Three days ago, **** gave my account a $15 renewal credit, but the promotion running at the time I purchased my plan was for a $100 credit. My husband's account still does not have his credit. This is completely unacceptable.

  Business Response

  Date: 04/26/2023

  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:04/22/2023

  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 Dec 25, 2022 I ordered a *** card from Mint Mobile for a new account (Order #**********. That day, I paid $72.66 for a 6 month 10 GB plan (3 months paid, 3 months free). After receiving the **** I waited a couple of weeks before activating it, because I had already pre-paid for that month's service from my old phone plan. On January 14, I activated the *** & transferred my # to Mint. On January 15, **** erroneously charged me again, this time for $67.49. I should ONLY have been charged once, the original charge from December.I have contacted Mint repeatedly about this double charge - via chat, email, and phone. I should never have been charged twice - I only ordered one account and one *** card. I went through with their "Refund Request" process 2x, but the refund has been denied. I emailed asking to have my concern forwarded to a Supervisor at least 3x only to have the support ticket closed. I've spent hours on this.The customer service has been absolutely atrocious. I am not in the wrong here and yet **** refuses to refund money THEY erroneously charged me. This is a fraudulent charge and I will not rest until it is refunded.

  Business Response

  Date: 04/27/2023

  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:04/21/2023

  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 cell phone and a 3 month plan. The phone did not work. I have sent the phone back and have been trying for months to get an exchange. However now my plan has nearly expired and we never even got to use it. My proposal is a replacement 3 month plan and replacement phone. I keep being told someone will call me back then that never happens. Order #: ****** Mint Mobile: Return #***** - Return Authorized.phone number with Mint Mobile: **********

  Business Response

  Date: 04/26/2023

  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: 04/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.   I have returned the device and ****************** received it on 03/08.  Tracking Number is: 953461355839306334387.

   

  Can you please update the record to indicate whether or not you actually received it (as your reps have previously confirmed that they did)  and the status of when I shall receive my fixed phone and a refund or credit for missing time on my plan since i haven't been able to use the phone.

   

  Btw i haven't asked for the 15 dollars I paid to ship it back. 

   

  Thank you

  
  

  Customer Answer

  Date: 04/26/2023

   I have returned the device and ****************** received it on 03/08.  Tracking Number is: 953461355839306334387. Can you please update the record to indicate whether or not you actually received it (as your reps have previously confirmed that they did)  and the status of when I shall receive my fixed phone and a refund or credit for missing time on my plan since i haven't been able to use the phone. Btw i haven't asked for the 15 dollars I paid to ship it back. 

  Business Response

  Date: 05/01/2023

  Hello,

  In regards to this concern, once we received the device fully unlocked, a full refund will be processed in this matter. 

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 05/04/2023

  Hello and good day.  I have now sent my phone in over 1.5 months ago.  This was after months of going back and forth.  

  I reset my devise at the encouragement and direction of a telephone representative.  Now I cannot log in to it.  

  I feel that the proposed resolution is both unfair and immoral. 

   

  At minimum I would like devise back ASAP though because I have now been without it for months and I need to actually figure out how to repair it so I can have a functioning phone.

  alternatively I'd like a new phone or repaired phone....

  Ideally I'd like a new phone, plus an additional 3 months added to phone plan since i've lost almost all of the plan i already paid for.  I feel like I was robbed and since my phone won't be sent back out, I literally feel robbed.

   

  Thanks

  Business Response

  Date: 07/27/2023

  Hello,
  In regards to this concern, a refund has been issued. Please allow up to 10 business days for the
  funds to be credited back to the customers account.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/20/2023

  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.

  around about April 1 I BOUGHT THE SERVICE AND NEVER AS THEY VALIDATED USED. I WANT A NEW SIM CARD AND APOLOGY I WAS IN ******************* FOR A WEEK AND SINCE I BOUGHT FROM BEST BUY MINT MOBILE HAS DONE NOTHING TO ASSIST ME I MATTER *** ALSO AND NO COMPROMISE I HAVE EMAIL I HAVE NUMBER MY MAILING Address and no help. Plese mediate for me I have no money to give away.

  Business Response

  Date: 04/26/2023

  Hello,

   

  In regards to this concern, the customer will need to return to Best Buy for a refund in this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:04/20/2023

  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.

  After verifying that my area was covered by entering my home address into coverage map function on the Mint Mobile website. I purchased 3 months of service, which is required, for $100 (including taxes and fees). The first several days I had issues getting my phone # transferred (no Fault ofMM). So I used a temporary #. The service at my home as very weak, often times with no signal at all. I contacted customer service several times without fixing the issue. On April 13, 2023 my #!finally transferred but the signal issue persisted. In all I spent time every day speaking with or chatting with customer service and being assured the problem was closer to being resolved. On April 17 I asked customer service via chat if I would get refund if I cancelled my service and I was told that I would. A screenshot of that chat is available. I cancelled service and followed the provided instructions for refund, just to be told that I was not eligible. I would like a refund as promised. In short they advertised a service, verified that the service was available in my area and then did not provide due the service they advertised. I would like a full refund as I never received what was advertised.

  Business Response

  Date: 04/26/2023

  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: 04/27/2023

  
  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:04/20/2023

  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.

  4/3/23: I received a ***** G100 phone from Mint Mobile and activated it. Customer service at Mint was very helpful and friendly.4/3-4/9/23: Every call I placed using the ***** G-100 would drop after approximately ***** seconds. I hoped that the issue would resolve itself and the phone would either connect to the correct tower or resolve itself.Calls had a strong signal (4-5 bars) but continued to drop after approximately ***** seconds.4/9/23: I called Mint technical support. Ferb was very friendly and said that the phone needed to be activated and a new tower set. He completed both of these things. I hoped that the issue was resolved.4/9-4/10: Calls continued to drop after ***** seconds.4/12/23: I spoke to ****. She tried multiple things to fix the issue. The technician asked that I transfer the Mint simcard to my old cell phone. ************ works fine on my old phone, and we assessed that the issue is with the phone I purchased from Mint. When I spoke to **** on 4/12/23 **** said I will get a call back from Mint to schedule a return of my phone. I never got a call back.I called Mint again on 4/14/23 and a representative said no problem, hed get the return initiated. Later in the afternoon I got an email from Mint saying my return was rejected.I called Mint back and J*** said I have to work with *****.4/14/23: Asked J*** if I could speak to a supervisor.I spoke to *** and she said that she will resubmit the return request outlining all of the information that I provided.She said she would come back on the line to provide me with the request number.*** provided the request number of SUPPORTM-****** I haven't received an correspondence back from Mint Mobile as of 4/20/23 I'd like to return my ***** G100 for a refund so that I can purchase a new phone from Mint.

  Business Response

  Date: 04/24/2023

  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:04/19/2023

  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 a line with 3 month and 3 free. They gave me only 3. When i called to complain, they refused to help saying they do not honor orders not bought directly from mint. I asked for a supervisor and they hanged on me while i was talking. I called again and finally got the supervisor, and the supervisor was also very impolite and hanged the line on me while i was talking. ************

  Business Response

  Date: 04/24/2023

  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: 04/24/2023

  the whole  conversation is recorded in your system.  If you need more information,  kindly check your records .

  My whole family left the company to another service provider yesterday due to the lack of professionalism on the customer service agents i contacted so far. 

  I hope that this will be educative to adjust what is missing. 

  Good luck. 

  Business Response

  Date: 04/27/2023

  Hello,

  In regards to this concern, due to the fact the customer has ported out to a new provider, we are unable to provide a credit to the customer's account. 

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:04/18/2023

  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 YEAR OF PHONE SERVICE FROM MINT MOBILE FOR $330 IN NOVEMBER 2022. I GOT AN EMAIL FROM THE COMAPNY IN FEBRUARY THAT MINT MOBILE HAS BEEN ADOPTED BY T-MOBILE. FEELING BETRAYED AND NOT WANTING TO BE A PART OF BIG TECH, I QUIT MINT MOBILE AND WENT WITH PURE TALK. MINT MOBILE WILL NOT REFUND THE 7 MONTHS OF PHONE SERVICE I HAVEN'T USED. CUSTOMER CARE IN THE ****************** TOLD ME THEY WERE REAL SORRY THAT THEY WERE GOING TO KEEP MY MONEY FOR SERVICE NOT PROVIDED. MINT MOBILE OWES ME $192.50 FOR SEVEN MONTHS OF UNUSED SERVICE. ****************************** DOESN'T GET TO KEEP MY $200 WHEN HIS COMPANY WAS JUST BOUGHT OUT BY T-MOBILE.

  Business Response

  Date: 04/24/2023

  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: 04/24/2023

  You're a scam artist. You intentionally duped ******* by advertising to us to use your service to get away from Big Tech. You even have the benefits on your website. I signed up to get away from big tech and 3 months later you sold out to BIG TECH. But for your deceit and under the table trickery, I would not have canceled. You sold out to Big Tech and I want my money back. Your 7 day refund policy doesn't address your selling my service so I want a refund immediately. 

  Business Response

  Date: 04/27/2023

  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