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:04/05/2023

  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 Mobile has a refer a friend program and they are not upholding their policy on the refer a friend program. Recently I referred a friend using my referral link. The link that was available stated that they had to switch a phone number from ******* or ATT. Due to this the order that was made #MT2757913 was cancelled by Mint due to the person not transferring from ATT or *******. Per the policy on their app and website it states that you can either use a link or enter the referring individuals phone number at check out. When I helped the person re order a 12 month pre paid plan and order a phone totaling ****** it did not give the option to enter a referral phone number. I contacted the help desk via telephone and was told by an agent that once the phone had been activated, I could call the help desk back provide them the information and they would give me credit for the referral. Today I contacted the help desk, and despite requesting two different managers to review my case, they denied me stating that the referral link was not used, and thats the only way to qualify for the refer a friend. I informed them the first order we made was canceled by mint and was using the referral link showing proof that we had attempted to do so. I then informed them that their website did not allow me to enter my phone number and that their help desk provider told me I could call after 15 days of activation and still qualify for the refer a friend. I was told this was not their policy that the only way to qualify was to have used the referral link in their app. However, if you review their policy picture attached below, it shows that a referral link is not the only way to qualify, and it does not have to be a transferred number from another provider. I feel that Mint Mobile violated their policies and that I should be compensated the ***** in service credit.

  Business Response

  Date: 04/11/2023

  Hello,
  In regards to this concern, if the customer could provide us with their ****************** number and their friend's number we would be able to further investigate this matter
  

  Thank you, 

  Mint Mobile 
  

  
  

• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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 August 5, 2022 I was charged ***** to get Mint Mobile cell phone service for 3 months. I tried for 5 days to get the phone service on my phone to no avail. Originally I had my credit card company reverse the charges since I never had even one day of service from Mint Mobile. I don't know why but then the next month my credit card company charged me the ***** again. I called Mint Mobile several times and they pretend they don't know why I'm calling and why I'm being charged for service I never had or will have. They say there is nothing they can do. Same with my credit card company. I have no intention of ever paying this as I never had one second of cell phone service with Mint Mobile.

  Business Response

  Date: 04/07/2023

  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: 04/07/2023

  
  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,
  
  *******************************
  
  

  P.S. Although there is no mention of how they are contacting me. I have no cell phone now. How are they contacting me??????

  
  

• Initial Complaint

  Date:04/04/2023

  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.

  My MintMobile 12-month subscription was due to expire on 25th Jan 2023. I knew that I would be moving house from *****, **** to *******, **** in March. Therefore I decided to evaluate if I should continue my subscription service for another 12 months. I looked up the service coverage area on the Mint Moblie website was informed that the service in the area was excellent. Therefore I pre-paid for another 12 months of service to MintMobie. On moving to the area I noticed that I have zero signal. I called MintMobile tech support and was told that there was a technical issue with the nearest network tower and that a configuration change was needed to redirect to a second tower. After a sim card re-start the issue was not resolved. I contacted support again and was informed that there was no second tower and that the previous tech was mistaken. The real issue is there was only 1 tower in my area, and it was damaged causing the signal issue. I was told to wait 2 weeks to allow repair of the tower. 2 weeks passed and I still have I signal therefore I contacted MintMobile customer support again. I was then informed that the previous tech was mistaken the real root cause/reason is that there is no coverage in the area I live in. They recommend that I leave MintMobile and find another provider as they can not provide a service/signal for me. I was transferred to the refund department. I was provided with an account number and pin number so I could transfer my ********************** number to a new carrier however I was informed I was not entitled to a refund as I was outside the 7-day refund window. I explained to the customer service representative that I purchased the service as it was advertised that there would be service. I explained a deceptive, misleading, and false advertising practices have occurred as per Title 13, Chapter 11 of Truth in Advertising **** legislation by MintMobile. MintMobile acknowledged this but yet refused to process a refund as it was again company policy.

  Business Response

  Date: 04/07/2023

  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: 04/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would only be satisfactory to me if they do contact me and provide a solution.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/04/2023

  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 2/01/2023 I paid to have my trial Mint Mobile service switched to a three month plan. The charge of $77.99 was processed thru my bank account twice. I immediately called Mint Mobile **************** and explained the duplicate charge and ask for a refund of one of the charges. The agent I spoke to processed the refund and I thought all was well.On 2/04/2023 my phone service was terminated by Mint. I also received a refund of $77.99 that evening. When I was finally able to get in touch with an agent at Mint I was told that because I requested the refund and the second charge was never processed they terminated my service. I then had to pay $96.11 to get service restored.The duplicate charge was processed by my bank and has never been refunded to me. Mint claims it has. I disputed the charge with my bank thinking I could straighten it out that way but my bank denied the dispute. I still have no idea why. In any case someone has my $77.99 and will not return it. The way it appears by my bank statements Mint has the money. I would really like this back as I live on a Veterans disability pension. No one at Mint or my bank is willing to do anything so I need help. The phone number the account was under was ************. Thank you

  Business Response

  Date: 04/07/2023

  Hello,

   

  In regards to this concern, according to our records the customer's refund for the duplicate charge was processed on 2/3/2023. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/07/2023

  There is no record in my bank account that a refund for the duplicate charge was ever provided. The only refund I received was for one of the chargesnot the duplicate charge. I provided my bank statement and it clearly shows only one refund was provided. The duplicate charge was never refunded. On the bank statement I provided you can clearly see on 1 Feb 2023 two charges by Mint Mobile were deducted from my bank account. On 4 Feb 2023 there is a single refund. The duplicate charge has never been refunded.

  Business Response

  Date: 04/11/2023

  Hello,

  In regards to this concern, the first charge was refunded, we apologize for the confusion, if the customer wishes to have the duplicate charge, we will get that processed ASAP. 

  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,
  
  *******************************
  
   
  

  Customer Answer

  Date: 04/19/2023

  I would like this complaint reopened.

  I am rejecting Mint Mobiles response because they have still failed to process and refund the duplicate charge of $77.99 while stating they would. 
  This $77.99 has been in Mint Mobiles possession since 1 Feb 2023 and while they cancelled my original phone service with the they have continually failed to return both amounts they received for the service. One charge was returned on 4 Feb 2023. The second charge has never been refunded to me. 

  I want my money back now. I dont want anymore excuses  or false promisesI want my money!!

  All my original documentation is what I have to prove my complaint. That documentation was previous sent with the original complaint.

  
  

  Thank you,

  
  

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

  Business Response

  Date: 04/25/2023

  Hello,

   

  In regards to this concern, we have confirmed that the customer was refunded for the duplicate charge on 2/3/2023.

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/27/2023

  I was not refunded for the second charge. I was refunded for one charge but not for both charges. One charge remains I refunded. I keep going round and round about this. They said they would process the second refund in a previous response but failed to do so. I want my money back!!!!

• Initial Complaint

  Date:04/04/2023

  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.

  Purchased new service with Mint Mobile on Sunday April 2, 2023 at 1:04AM and the service did not work so I waited to reach out to them when they opened and we tried hours of troubleshooting and even me going to a website to download a vpn to my phone which still did not work. They took my imei and verified my phone is not locked, I deleted all esims on my phone and reset my phone and then their esim would not even download on my phone at this point. I just wanted a refund and my account number and pin so I can port my phone number elsewhere. I was told that since I could not get any phone service on my phone number that I had to get a call back in 24 hours with the info and they never called me back. I call on Tuesday and they tell me my ticket was denied due to information not matching. I was never asked any information in regards to getting my account number and PIN number. The supervisor I spoke to today stated I will get a call back today with the information but how this company started and how it has been going I dont believe they will call me back. Its like they want to hold my number that I ported over to them hostage, I mean I am without a phone because of them and it is a very important number that I need to have access to.

  Business Response

  Date: 04/07/2023

  Hello,

   

  In regards to this concern, the customer ported out on 4/5/2023 and they are with their new provider. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/07/2023

  
  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:04/04/2023

  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.

  It started with the free Sim card advertising a free trial. Once I try to activate the card through the app it would not do it unless I purchased a phone plan. Once I purchased it, I was only able to receive and make phone calls I could not receive or send text messages or had any Wi-Fi I contacted Mint Mobile they sent me to tech-support and they had me to go into settings and to change several things to see if it were improved. Nothing changed so I requested a refund within the same hour on the same day for $47 .89 was then told I could not receive a refund because of something called reactivation or manual activation , which I didnt understand what that was what was told that he would bump it up to a manager or supervisor for approval two days later I received an email from a supervisor telling me the same thing. I contacted mint again and they led me to believe that it would be escalated to the highest power and then I will see my refund within 28 to 48 hours. again nothing!!! Instead I keep receiving these emails denying my refund so now Im here at the Better Business Bureau filing a complaint. They even have a seven day policy where if youre dissatisfied, you will receive your refund. No questions asked, but this is a faade. I dont believe they they give any refunds back to anyone. All I want is my money back the phone service did not work and I requested a refund if that out of the question?

  Business Response

  Date: 04/06/2023

  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:04/04/2023

  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 April 1 2023, While testing the mint mobile 5G data plan speed, the speed shows 400mbps, and next day 1.2G data was deducted from the balance. from 3.3G to 2G. This seems a big bug in mint mobile system in connection with speed test app, and it may cause safety issue.

  Business Response

  Date: 04/07/2023

  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:04/03/2023

  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 March 28, 2023 I purchased 3 month phone plan with Mint. The esim Mint sent me never activated properly so I immediately requested a refund. The refund was issued but Mint did not stop the port over of my number, as a result I lost the account with my previous carrier. Following this I re-purchased 3 months from Mint ($131.66) and requested another esim. After 3 separate attempts to install esims and speaking to many agents, I decided I wanted my number back so I could open an account with another carrier. Mint has refused to give me my port out pin and account number because they claim the only way to verify who I am is by sending me a text or have me say the last 5 calls I made and their numbers. I have absolutely no service so I can't get a text and I made no calls (information which a Mint agent said she knew), and **** refuses to email me the information despite seeing that I have been in contact with them for days due to not having service. Every troubleshooting attempt involves having to restart the phone or wait for an email from that takes days (which I've never received), it's clearly their attempt to have me end the chat. They don't save the chats and each time you speak to them you have to start over with a new agent. I requested a copy of the chat to be emailed to me and it was never sent. It's been an absolute disaster and I wish I'd never done this in the first place, so far 6 days with no cell service and no email from Mint attempting to help in any way. They also denied my second request for refund. To resolve this, I want my port out pin and account number so I can move on and I absolutely want my $131.66 plus the 3 dollars for the extra esim that never worked.

  Business Response

  Date: 04/06/2023

  Hello,

   

  In regards to this concern, the customer's number was ported out on 4/5/2023, there is no further action to take in this matter. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:04/01/2023

  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 am unable to use my wifi - drops calls, texts etc. worked great for 1 year. Justy purcahsed more data because I am desparate. Do not know how to proceed Phone is only 6 months old, bought a new sim card, set up according to online android directions, still not working. I need help

  Business Response

  Date: 04/06/2023

  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:04/01/2023

  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 started ************ 3days ago with 6month+6month promotion with 4GB plan When I called before I made an order. Mint mobile rep told me if I want to upgrade to higher plan, he saids I only need to pay 6month difference since the other 6 month is a promotional period.After the activation, I was trying to upgrade it to 10GB, the system was asking me to pay full difference for 12month I contacted Mint mobile multiple time for this issue, Mint mobile keep saying I have to pay the difference for 12month.Mint mobile is not trying to take a responsibility on their wrong information given to me from their rep. before the order

  Business Response

  Date: 04/06/2023

  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: 04/06/2023

  
  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,
  
  *******************