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:04/17/2023

  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 am a customer with a data plan. My account number is ************. I called into customer service on a three way call to help my friend sign up for new service. I mentioned that I would like the referral credit on my account for my friend signing up, the rep said we will get to that later. Towards the end of the call, I asked the representative about the referral credit of $45 to my account and he claimed it was too late. He was so sorry. This is not my fault. This was the representatives fault. Thank you you have a great day. My friends name is ***************************, ************. My friends address was ******************************************************************************, his email address was *********************** I believe I am entitled to the $45 referral credit. We mentioned it to the representative of the time the order was placed on a three-way call.

  Business Response

  Date: 04/19/2023

  Hello,

  In regards to this concern, we've made an exception and added $45 renewal credits to the customer's account. Please note that in order to get referral credit is by having the friend enter their Mint mobile number during the checkout or the customer sharing a unique link with their friends. 

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:04/15/2023

  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 believed that I paid for a years worth of service in January, so I was surprised when I was billed again in April. I called the company but could not find an option to speak with a person. I chatted with an agent online who simply told me that I had been charged appropriately. I said the billing information I was given didnt make sense, and Id like to speak with a manager - or someone who could explain the charges. The agent told me no one was available & ended the chat. I would like a call from the company & to be reimbursed if I was improperly charged.

  Business Response

  Date: 04/18/2023

  Hello,

  In regards to this concern, upon checking the account, we noticed that the customer signed up for pay-over-time plan for 12mo Unlimited. This pay-over-time is a plan where we would charge the customer $90 every 3mo instead of charging $360 upfront. It is a special pay-over-time plan that offer to our Mint Family plan members. Hope this clarifies the concern.

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 04/18/2023

  I appreciate the response.  However, I don't feel the problem has been adequately addressed.  My request was to speak to an agent or manager.  Is it not possible to speak to a live human being at your company?  I haven't been receiving an itemized bill, so I'm not sure what I'm paying for.  In April, I was charged 230.55.  It seems $90 of this was for my payment on the annual plan, and $120 was for my child.  What is the other $20 for?

  Business Response

  Date: 04/20/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter and answer any questions the customer may have. 

  Thank you, 
  Mint Mobile 

• Initial Complaint

  Date:04/15/2023

  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.

  On line sign up and Mint 55 rep said there was coverage in my area. There is coverage at my home address but no/very spotty coverage blocks away and surrounding areas. Didnt realize how bad coverage was at first bc I had been ill and with pandemic hadnt been going out. I never thought coverage would be an issue so I bought 12 months prepaid to get discount. When I started going out more, the coverage issues became painfully obvious. Called Mint and was told problem with tower. interesting to see other complaints where the tower problem excuse also mentioned. It didnt improve and so customer service said theyd do something to change my tower. I trusted it was fixed Until I started going out again and same issues. So I called back and rep admitted coverage was very weak in my area. (For an example, I gave rep the address of my local grocery story a few blocks away). Explained that Im disabled with multiple sclerosis and need reliable network for safety reasons so needed to cancel and go w different carrier. Told I could not get a refund as was out of the refund window. Was so upset I called back next day and spoke to a rep who said given the circumstances, he would get me a refund. Hed put me on hold while he (I was lead to believe researched and got authorization). He even provided me with a refund authorization reference #CRT-73312. No refund came called again and was told the refund was denied b/c I was outside the cancellation limit. I explained that I was told I would be given a refund, that he had escalated and it would be done. Ask for supervisor who said shed investigate. She did follow up and call me back. She said she put in the refund but The System wouldnt allow. If you misrepresent coverage and collect money for service you didnt provide, you should give refund. Its no skin off your nose or bottom line; its a scam to make pure profit.

  Business Response

  Date: 04/18/2023

  Hello,

  In regards to this concern, we made a one-time exception and submitted a refund request in the amount of $200.58. Please allow 5-7 business days to process.

  Thank you.

  Mint Mobile

   

  Customer Answer

  Date: 04/18/2023

  
  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:04/14/2023

  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.

  Mint blocked international talk for my kid's phone during he traveled to Europe, the kid is 15 years old and traveled with his school. We called ************ countless times to ask them to open an international call for that phone. They rejected to do this because of their stupid system, what they did was completely against the civil right of a kid. Mint has no document to keep their services from a kid, but ****'s business put the customer in danger and at risk.

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, we will reach out to the customer to get more clarity on the issue as we do not block using international roaming. Please note that the customer must purchase roaming credits in order for them to use the roaming feature. 

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:04/14/2023

  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.

  On 04/14, mint mobile has all of their plans got better and for free, I am on a 4GB/month plan with Mint, and it should be upgrade to 5GB for free on 04/14. However, today, I did not get any additional mobile data volume to burn, it is still 4GB showing in my account. I talked with the *** from mint mobile website, they said, since your plan is renewed in 04/11, you need to wait for 05/11 to get the additional 1GB. God, I am shocked with this answer, 3 days earlier, I need to wait for a month to get the 1GB, this is not fair for the customer, everybody has different plan renew date, why some customer will be lucky enough to get the additional 1GB if their renew data is exactly 04/14, and customers like me, or even worse, if the service renew date is 04/13, who need to wait until another month to get the 1GB???? such hard date line is set which is due to that it is easy for the company to make the change on their end, but it completely did not consider the customer. To be fair, since the 1GB is for the whole month, customers like me should at least get partial of the 1GB data to use until the next renew date

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, the customer's account renewed several days before we have increased data launch. They will be on the new plan on their next data renewal which will be on 5/11/23.

  As a courtesy, we've added $10 wallet credit should the customer want to purchased 1GB of additional data to resolve this matter.

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 04/17/2023

  
  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,
  
  Yupeng Kong
  
   
  

• Initial Complaint

  Date:04/14/2023

  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.

  I paid for a one-year plan with Mint Mobile. Due to a family member's illness, I have been having to travel out of state to provide care. Mint Mobile cell service is poor in the area I have to go to, so I switched to another phone carrier as I am elderly and need a phone I can rely on.I just found out from Mint Mobile that I cannot get any refund on the plan I paid for. How is a person supposed to know months in advance that something would happen that would require a different phone carrier? I do not recall anything stating the plan could not be discontinued. As a person on a very limited budget, I went for the annual plan as it was the cheapest way to go. Now I am out quite a bit of money.Phone number on the account was ************ address is *********************************************** I know they can pull up my account with this information as the person I chatted with online from Mint Mobile this morning was able to do so.

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, the customer is outside of our refund policy, therefore we are unable to process the refund. Our refund policy is clearly stated on our website under plan terms and conditions. Our refund policy only applies to the first 7-days after the initial activation. 

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:04/14/2023

  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 paid Mint Mobile $201.62 for a year of phone service on December 28th. A few months later I had technical issues they could not resolve so I had to get new phone service. According to ****, they have a 7 day refund policy. Since I did not request the refund within 7 days of December 28th they will not refund any of the payment. They need to refund to me the 9 months of phone service I cannot use so $151.22.

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, the customer is outside of our refund policy therefore was denied. We do not refund renewal payments and our 7-day refund policy only applies to new activations as it is stated in our terms and conditions.

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 04/18/2023

  What Mint Mobile is saying is that they are unable to deliver the service that I paid for so they are keeping the money. Mint Mobile is a scam. DO NOT give them any money! 

  Business Response

  Date: 04/20/2023

  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
  

  
  

• Initial Complaint

  Date:04/14/2023

  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 am a Mint mobile customer. I bought a new phone from them. when it arrived, it was missing a charger and a tool to remove the sim card tray. I chatted with Mint and was told I would be sent a return label in 1 to 3 days. none came. I chatted again and was told I would get a label in 1 day, I did not, I chatted a third time and was sent a link to a website to fill out a form. I was required to log in. The site did not recognize my password. it then had a button to click that said it would send an email so I could reset my password. it did not. I tried 7 times. I chatted again. this time I got a supervisor who sent me a label but with no postage. the label also came with instructions that said returns must be made in 7 days, also that I would be charged for any missing parts as well as a restocking fee this is a scam. please help.

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, we'll have one of our agents reach out to the customer and assist.

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:04/13/2023

  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.

  My husband and I purchased a Mint Mobile phone with 1 year of service for my disabled adult sister. The phone arrived and was 'locked' which prevented us from setting it up. After calling customer service at ****************** and hours on the phone, we were advised that the phone was not compatible on the Mint Mobile service. **************** offered to send a return label so we could mail the phone back and get a new one. The return label never came. After several days, and several phone calls (they cant pull up your problem with the ticket number and have to ask ALL of the questions AGAIN - so frustrating) we just asked for a refund because we ended up buying a different phone from Best Buy because our disabled sister needed a phone and had been without one for over a week. They agreed to send that label and give us a refund. Here we are, a week later and 5 more phone calls with no return label sent! We just get a message email stating that our refund was denied because we exceeded the return policy. We tried to resolve this way prior to the return policy deadline. Mint Mobile owes us about $700 for this locked phone and we cant get this handled! They keep telling us that the label takes 48 hours to process but then its denied every time. Then we have to call back and explain ALL OVER AGAIN. And then, nothing. We call and ask for a supervisor, for the head of the department, for someone who can expedite and they refuse to give us the phone number or even address, this has caused a disabled person to be with out a phone for over a week as well as causing us significant frustration and stress. It is affecting everyone's health! Shame on Mint Mobile for not having proper channels to ensure proper customer service - especially when the problem is their fault!

  Business Response

  Date: 04/17/2023

  Hello,

  In regards to this concern, we'll have one of our agents reach out and assist the customer.

  Thank you.

  ******************

• Initial Complaint

  Date:04/12/2023

  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 new phone with the intention of reloading the *** The ** is locked via a bootloader(OEM Unlock) option under the development menu. This is done through the carrier. It even says it under the item. If it is grayed out it says to contact your carrier, in my case mint mobile. The guy who answered the phone didnt understand any of this and told me it is a phone issue. I told him he didnt understand, and asked to speak with someone else. He rudely hung up on me. If that is the service I am going to get, I want my $90 back as my phone is useless on their service, and they refuse to fix it. All they have to do is issue an OEM bootload unlock on their end. It is a simple command other carriers utilize on a daily basis... I am sorry this employee did not know this. And instead of asking he hangs up on me. Outsourcing phone support outside the country should be illegal. And f*** **************************Thanks.

  Business Response

  Date: 04/14/2023

  Hello,

  In regards to this concern, we need more information about the order. One of our agents will reach out and request for more information.

  Thank you.

  Mint Mobile