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:04/12/2023

  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.

  Ive transferred out my number ********** from Mint mobile to ******** Mint still charged me a full-year service fee of $200.27 on Mar 5th, 2023 without my consent. I called them several times on Mar 5th and Mar 15th. I was told first that I would get a full refund but I havent heard from them anymore. I tried dispute but it didnt work. This is unacceptable! What a waste of time! I want my money back!

  Business Response

  Date: 04/14/2023

  Hello,

  In regards to this concern, we have submitted a refund request for the amount of $200.72. Please allow 5-7 business days to process.

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:04/11/2023

  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 12 month phone plan on December 26th, 2022 for $200.72 from Mint Mobile. I received a message from them on December 29th stating there was an error on their end and I needed to buy the plan again. I did so on December 29,2022 for another $200.72. Both charges showed up on my discover card, and when I requested a refund I was told it was already issued. Fast forward to today, April 11,2023 and I still have no refund. We have disputed the charge with discover and **** sent paperwork saying both charges were valid, when in fact they were not.

  Business Response

  Date: 04/12/2023

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 

  
  

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2022 I ordered a phone and 2 *** cards thru Mint Mobile. This was to start services with them. I had checked their website and talked to customer service to make sure I would have service in my area. When I received the phone - I was not able to get services. I called them immediately and the agent said that was true and he would send me a return label for the phone. As soon as I received the label I returned the phone and the *** cards. Evidently when I tried to set up the phone I locked it. Therefore they had to send it back to me. As soon as I received it back I unlocked it and returned to them the same day. I have the tracking info that shows they received it in November. Shortly after I called them to find out about getting a refund. (I had set up the contract with Affirm to pay monthly.) Over the course of the next few weeks I would call each week and be told that I would get a refund and then a few days later I would receive an email telling me I wouldn't. Towards the end of December I talked to someone who said they were a manager and supposedly the phone was still locked and they were going to send it back to me again. I never received the phone. Inadvertently I called numerous times after and was told the same thing - I would get a refund and then receive an email saying I wouldn't. The last time I talked to them in mid-February they told me I could not get a refund due to being past the 60 days. At some point they told me I hadn't filled out a request for a refund, I had assumed since they sent me a return label that would have started the process. I feel like they are just taking advantage of the situation. If I stop paying Affirm then it will show bad credit on my part. I feel like they did not uphold their end of the contract by supplying me with a service they had agreed to. I would like help in getting this resolved.

  Business Response

  Date: 04/12/2023

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 04/12/2023

  
  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:04/10/2023

  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 cancelled my 12 prepaid service plan 6 month through the plan and they refuse to refund me the money for the remaining 6 month.

  Business Response

  Date: 04/12/2023

  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: 04/12/2023

  I prepaid for 12 months - I did not get locked into a contract, I should be able to cancel whenever I want and get refunded for the unused portion.

  Business Response

  Date: 04/14/2023

  Hello,
  
  In regards to this concern, we do not recognize the order #WHS-PO050387 as our order # starts with MT. If customer purchased it at a national retail store, they would need to go back to the retail store.
  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Mint Mobile plans at **** *** in December of 2022 for two different lines.
  I will not provide the numbers here directly for privacy reasons.
  
  These were for 3 Months of 10GB service with a bonus of an additional 3 Months of service.
  Prior to purchase I contacted Mint Mobile over chat to ask them about activation of the plans after purchase for the terms of the promotion. I was told I had 45 days after purchase to activate the plans.
  
  I activated both lines within this time frame and was notified at the beginning of the month that my service would end at the end of this month. Upon checking the account I saw that the 3 months of promotional time was not added to my account. I contacted Mint Mobile over chat and after initially telling me that my promo was not valid because I could not provide them proof of the promo (which was no longer listed on the **** *** site), they asked me to send them a copy of my purchase receipt so they could manually add the promo months.
  
  I was promised an email response in 72 hours. It has been 8 days and I have had no response from them, nor have our accounts been credited with the promo months we are owed. In short, we have been ignored.
  I was given case # ****************

  Business Response

  Date: 04/12/2023

  Hello,

  
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 

  
  

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an email back on March 25th and this sounded like a great deal. I mean heck 2.3 times the data.. I ended up thinking about it and then on the 27th I got the text message. I did not hesitate and signed up for this deal 12 months at 10 GB for $180. When I clicked the hyperlink I was not getting the same message. I called Mint Mobile and I was told that on April 14 I was going to get this promotion and not to worry. I just saw that the 4GB is going to 5GB. So where is my 10GB that I was told I was getting? I called again today and NO ONE knew what I was talking about? I mean really? I am the only one who got this? I call BS. I was told I would get a callback but instead, the call came in and hung up as soon as I picked up. Moments later I got the message I screenshot saying sorry... this is a type... your pretty much getting 4GB. THANKS, MINT MOBILE... appreciate you sticking behind your mistake on not only email but text. That's sarcasm BTW. Glad I wasted 180 to get what I thought was a good promotion to just get scammed.

  Business Response

  Date: 04/11/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:04/07/2023

  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 03/26/2023, I received a series of ********** security alerts that my password was updated and money was transferred via Zelle without my consent. At the time, my cell phone was disconnected from the Mint network and I inquired about this issue. As it turns out, someone contacted Mint and ported out my number, and gained access to Chase SMS OTP. Mint mobile had such loose security that a random person with basic information could do this. This was a textbook Sim swap/Port-out fraud. I did change the number and all my bank credentials but then this happened again on the following day. Upon checking with Supervisor ******, someone did make a contact again and gained access again. The total damage amount was $3,850 which I was able to retrieve only after numerous phone calls and bank visits. The supervisor created the refund ticket (CRT-75105) but it has repeatedly been denied mentioning their refund policy works only within 3 months after activation. I have been a loyal Mint customer for 4+ years and they seem to care nothing about customer security. I have been calling Mint every day to get the refund processed due to special circumstances. Every single customer service representative says they will work on it and promised to call me back but no one ever has gotten back to me. When I ask about the case progress, some say the refund has been approved and will be issued, but another says it has been denied twice. I would like to get the refund processed immediately.

  Business Response

  Date: 04/11/2023

  Hello,
  
  In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter. 
  
  Thank you, 
  Mint Mobile 
  
  

  Customer Answer

  Date: 04/13/2023

  Just as usual, Mint Mobile has not reached out to me either via phone call or email. I do not understand their concept of "ASAP". Just to add more details to my initial complaint, my original number was ************ then changed to ************ due to the first port-out fraud. This was then changed to ************ due to the second port-out fraud the following day. I am planning to file a complain to ************************************** followed by FCC complaints if this does not get resolved immediately. All I am asking for is a refund of $240 I paid for an yearly subscription. 

  Business Response

  Date: 04/14/2023

  Hello,

  In regards to this concern, we have submitted a refund request to our accounting team. The total amount to be refunded is $263.18 via PayPal. Please allow 5-7 business days to process.

  Thank you.

  Mint Mobile

  Customer Answer

  Date: 04/20/2023

  Upon checking with the customer service representative and supervisor ******, "back office" or "refund department" has denied issuing refund again based on the fact the Paypal transaction was done more than 90 days ago. It is interesting that the customer/*************************** department treats the accounting department as if it is a different entity. That being said, I find Mint Mobile's previous response quite deceiving because one would easily assume that message (the refund request made to the accounting) sounds like the refund has been issued, while no refund actually has been issued. This created another ticket # SupportM-******. I have also opened a claim from Paypal side (Case ID #*******************. My next move will be a formal complaint to *********** **** *****************, Attorney General, CPUC, and FCC. I will not stop. 

  Business Response

  Date: 05/05/2023

  Hello,

  In regards to this concern, PayPal payment was sent on 4/14/2023 for the full refund. 

  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,
  
  Younguk Sun
  
   
  

• Initial Complaint

  Date:04/06/2023

  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.

  I decided to switch to Mint Mobile for my phone since their monthly rates were low ($30/Mo). On Feb 20,2023 i signed up with them and paid for the 3 months of my service up front (about $99 incl. taxes). Once my phone was connected i noticed that my voicemail was no longer working. I called them and was on the phone with them for several hours for 3 days and they still could not fix my voicemail. I told them that i could not continue with their service if they cannot fix my voicemail issue. After multiple hours of trying different things as they instructed, they still could not make my voicemail to work. On Feb 24, 2023 i called to cancel my service with them. They said that i would be receiving a full refund as i was within their cancellation grace ******* I was told that my cancellation was processed on Feb 25, 2023 and that my refund will be received within 10 days. It is now April 6th and no refund has been received to-date. Now when i call them to see the status of my refund they just say they are unable to issue a refund to me. I filled a complaint with my credit card company and they responded to the bank that all services were provided.It is now clear to me that Mint Mobile is a scam company and that all customers should be notified to stay away from them.

• Initial Complaint

  Date:04/06/2023

  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 referred a friend to Mint from **** during the 2022 holiday promotion. I was supposed to receive a $100 credit but only got $45. Ive chatted with support multiple times and have received conflicting answers. At first I was assured that the missing $55 was a mistake and I would receive it. Another agent said my friend didnt activate the plan soon enough for the $100 promo to be valid, except I dont see any fine print regarding an activation date - only that they had to purchase a plan by a certain date. But three different agents have told me the additional $55 would be credited to my account regardless because of the inconvenience. *** now spent a couple hours chatting with support over the past month and nobody ever follows up with me. Once I was told to wait a few days, and the last time promised Id hear back the same day and would not have to reach out to someone. My last ticket number was ****************.Im very frustrated at the referral program and lack of support Ive received in this situation since Ive been lied to them ignored. I have multiple screenshots of my support chats and Mint should honor the $100 credit that was promised.

  Business Response

  Date: 04/11/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:04/05/2023

  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 have filed a complaint previousley, and replied to that complaint, however it was marked resolved and its not. Mint mobile is not holding their end of a contract up. I signed up i had to put in the kind of phone i had. I pre paid for a year of service to get the best rate. After only a couple months my service stopped working. I reached out and they said it was tower issues. I reached out again and they said my SIM card is busted and was gonna send me another (which has had ample time to arrive). I was then emailed by them and said they will not refund me bc i didnt seek refund in 2 weeks and that my service isnt working bc they no longer cover the type of phone i have. I replyed to that email saying they knew the phone i had and gave no disclaimer that they were no longer servicing the type of phone i have. Thats when i reached out to BBB the 1st time. The reply from Mint is that they would reach out to me (and they told me I get no refund) I REPLIED to the BBB's email saying that the issue wasnt resolved and then today got a reply back from that saying **** didnt recieve a reply and assumed the matter resolved. MINT ****** apparently has a class action lawsuit againt them for doing THIS exact thing to customers. Raking in the money and slickly removing their service giving them free money. They need to refund my last like 8 months of my 1 year prepaid contract bc only like 2 months of time did it work at all. They either owe me a phone for free that will be covered the remainder of my contract or refund me from the time i began having issues. Which there is customer service online chats they have for that timeline. And also they should not be able to arbitrarily discontinue ppls services without AMPLE & OBVIOUS TIME especially the PREPAID clients like myself

  Business Response

  Date: 04/11/2023

  Hello,
  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  Thank you, 
  Mint Mobile