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:03/30/2023

  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.

  My son is on a two year church mission where he does not have access to a phone or computer. Before he left in February of 2022 he cancelled his Mint Mobile account. They continued to charge his account even though it is completely inactive. I realized this was happening in February of this year and called to have it cancelled again. They agreed and issued a refund for one of the charges but claimed the others went back too far. I was told there would be no more charges. The phone call was feb 9th 2023 and the refund was issued on feb 14 2023. On feb 19 Mint Mobile renewed his account and charged him again. I saw the charge and called on March 1 and was told they were so sorry the first associate forgot to cancel the auto renewal. I was told they would cancel it, and we did receive an email confirming it this time, on March 14th. No refund was issued though. I called again to be told the refund was denied because I authorized it on the 19th. I did not call Mint, let alone authorized any charges, on feb 19th. They claim it was at 3:10am but won't supply an IP address or any proof of where the charge originated from. This is also completely different than what the associate told me on march 1st and unsupported by the auto renewal cancelation email we received on march 14th. They refuse to refund the last charge of $82.97, even though they can confirm the sim card hasn't been used since feb of 2022.

  Business Response

  Date: 04/03/2023

  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:03/29/2023

  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.

  This is unreal. I have never seen such blatant negligence from a company. At this point Mint Mobile is the worst company I have ever dealt with. This is now my third complaint and attempt for Mint to correct THEIR mistake that they repeatedly say they have amended, which is a lie.I filed a complaint with Mint Mobile (Complaint ID: ********* back on 11/1/2022. I received a response to the complaint that they would resolve the issue: "MESSAGE FROM BUSINESS: 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, ******************". This refund was never credited., and after numerous requests to explain when and how I would receive this refund, all I ever received back was "A refund was issued..." but still no refund has been issued and the complaint was closed. There were two separate charges ($201.07 and $201.31) for a total of $402.38 that has yet to be refunded, from again, THEIR mistake.I reopened the issue with Complaint ID #********, and basically it was the same response of "a refund was issued..." and again, this is not true, and no refund has been issued. I feel like they're doing this just to close the complaint.So here I am again, reopening this complaint, and will continue to do so until this issue is actually resolved and I'm refunded for their error. Unreal.

  Business Response

  Date: 04/03/2023

  Hello,

   

  In regards to this concern, a full refund was provided on 3/7/2023, we recommend the customer reach out to their bank, if they haven't seen the credit back to their account. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/03/2023

  I can't believe I have to explain this again. The refund that **** keeps saying that they refunded is from a DIFFERENT ISSUE. I understand that $200.91 was refunded, and I acknowledge that this was refunded, but AGAIN, this is different from the complaint that I have been referring to SINCE NOVEMBER WHEN I OPENED THIS COMPLAINT. The original complaint, and the one that I keep reopening and referring to is from two separate charges ($201.07 and $201.31) for a total of $402.38. CAN YOU PLEASE READ THE AMOUNTS and recognize that the $402.38 HAS NOT BEEN REFUNDED. Is this just an automated system? I seriously cannot believe it's this difficult to understand. 

  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

  I'm rejecting this because I have been told that I would be contacted before, and the person who reached out said that it was refunded, even though it was not. I really hope that whoever reaches out actually resolves the matter.

  Business Response

  Date: 05/05/2023

  Hello,

  In regards to this concern we'll be sending the customer a payment, since the original transaction is unable to to be refunded due to it being a year old. 

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

• Initial Complaint

  Date:03/29/2023

  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.

  Hello,I dont have the order number.This is for two phone numbers ************ ************ Both transactions were charged on 1/20/23 One for $389.50 and the other for $390.63. One charge for each phone number.1) Mint mobile phone number: ************ 2) The amount, with taxes included: $389.50 3) Reason for Refund: Live in a rural area and the service does not provide good service to our location as we are rural now 4) Notes: Looking for a prorated refund for the unused months due to spotty or no service within a 20 miles range.1) Mint mobile phone number: ************ 2) The amount, with taxes included: $390.50 3) Reason for Refund: Live in a rural area and the service does not provide good service to our location as we are rural now 4) Notes: Looking for a prorated refund for the unused months due to spotty to no service within a 20 miles range.Essentially your are taking money for a service that I cannot use. There is plenty of legislation that has stipulated regulations on the term of use related to cell service companies and other retail entities. Regardless of prepay or not, if the product does not work, the contract or purchase cannot be denied due to the product being ineffective. I am asking for a prorated refund (which is fair) on the services paid otherwise, I will need to look at other options that involve litigation or class action or social media (******* subs) to obtain the fair request that I am asking and well within my legal right related to an ineffective service.***** and ***********************

  Business Response

  Date: 04/03/2023

  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: 04/05/2023

  No one has reached out and because of this, I continue my complaint. I would prefer that someone reach out by email so that I have documentation.

   

  Business Response

  Date: 04/07/2023

  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 10 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 04/10/2023

  
  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:03/27/2023

  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 lost my Mint Mobile phone. I have tried in every way imaginable to contact a human not no avail. I can't call mint mobile and have been informed that my password is incorrect. So I can't login I can't reset my password - without my phone. I just want to know if they can search for it and/or change the outgoing VM to say I lost my phone and/or replace my phone....and/or lock it This is h*** - ******* the company to email me

  Business Response

  Date: 03/31/2023

  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:03/27/2023

  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.

  The phone number ********** never works properly. It's been no service for a while now. Can't fix. Called to have port out details, SMS didn't arrive on time. Locked account. Can't get port out details. Requested a supervisor call back with refund request for unusable service. No follow up. See the attachment. When SMS came through, it was too late after the phone calls.

  Business Response

  Date: 03/31/2023

  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: 04/04/2023

  
  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:03/27/2023

  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.

  For the past 5 months, my service has been dropping completely and will drop any active call I'm on. This happens about 4x/day. I run my business over the phone and have lost clients due to this issue of calls dropping multiple times per day. I had great service for the first year, and then all of the sudden, calls and service would drop all the time, no matter where I was located (and even when in areas with full bars of service available).I've made over 10 calls into the customer service center in the past 2 months with no resolution that worked. We had done all troubleshooting steps, and I was then told a refund may be possible, however - after I called back again (after not getting a call back or email back as promised) I was told the back office rejected the refund because I'm outside of their 7 day refund policy. I was told to try switching my SIM to another device, and then they could give me a refund if the issue continued. I did that and still had calls dropping in any location on a new device. They then promised to call me back with further instructions on how to get a refund or email me, and yet again, no call back. When I called back in again, they made me start the entire troubleshooting process over again...which of course, didn't work (and I yet again got no call back as promised).All I'm asking for is a refund for the last portion of my pre-paid months + the months that I've been having service issues with. This would be a total refund of $210 as I have 3 months left and have had issues for 4 months prior with service and calls dropping. I have had to switch carriers and pay for another plan now too. No one has been able to help me because I am outside of the refund window - however, there was NO way I would have known that one year in, I'd start having issues all of the sudden that would literally cost me in my business.

  Business Response

  Date: 03/31/2023

  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: 04/03/2023

  I don't find this response satisfactory. As I had mentioned earlier, I had no issues for the first 6 months of service with Mint mobile, and it wasn't until after that point that my service would drop completely no matter where I was located - which caused my calls to drop at least once per day when on the phone. There would have been no way for me to know that Mint Mobile's service would go from working just fine to not really functional. This seems absurd that there is no solution outside of a 7-day refund window. 

  Business Response

  Date: 04/06/2023

  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 10 business days for the funds to be credited back to the customers account. 
  

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

• Initial Complaint

  Date:03/27/2023

  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.

  I purchased a 3-month, 15GB plan SIM kit for $89.08 on November 28, 2022, and my order number is MT2369054. However, I never received an email with my e-SIM number. I tried troubleshooting my issues, and the website stated that my phone number transfer was in progress. Despite not receiving the e-SIM, Mint Mobile refused to send me a new one or provide a refund. Their customer service was unhelpful and demonstrated the misleading nature of my purchase, as I had seven days to get a refund after activation. Since I was unable to activate it, I am entitled to a refund, but they still refused to issue one. Many others have faced similar issues with Mint Mobile, yet they have not addressed the problem.

  Business Response

  Date: 03/31/2023

  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: 03/31/2023

  My service was never activated due to technical issues with Mint Mobile; therefore, it is eligible for a refund under the policy mentioned. Mint Mobile's policy states that the service can be refunded within 7 days of activation. Since there was no activation in this case, I should have received a refund, but they refused to refund me or provide the service I paid for.

  Business Response

  Date: 04/03/2023

  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: 04/05/2023

  
  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,
  
  Joargy *****
  
   
  

• Initial Complaint

  Date:03/26/2023

  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.

  On 03/14/2023 phone was stolen. On 03/15/2023 611 was dialed on my device and multiple charges were withdrew from bank account. The 1st. 1X -$82.25 = -$82.25 The 2nd. 6X -$21.00 = -$126.00. The 3rd. 3X -$5.50 = -$16.50.The 4th 1X -$22.90 = -$22.90 On 03/18/2023 $82.25 was refunded. Nothing else has been refunded. I have asked customer service to close my account they won't. It's says have $60.00 in my wallet. Well that don't add up 6x $21.00= ($126.00.)3x $5.50= ($16.50.). 1x $22.90=($22.90.)My wallet should have $165.40 not $60.00.Where's the $105.40 that was withdrew? Why won't you close my account? Why won't you contact me? I had to go to another mobile company. I lost my number. I lost $. I rate mint mobile ??????????!

  Business Response

  Date: 03/31/2023

  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:03/26/2023

  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.

  Mint mobile is running a referral program crediting you $100 if you refer a friend from ******** I sent the referral through the app sending a link via text to my mother to sign up. She did. Now Mint is telling me that they have no information confirming I referred her so Im not eligible. That will be the last referral.

  Business Response

  Date: 03/31/2023

  Hello,

   

  In regards to this concern, we have provided the customer with the *** credit on their wallet balance. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/01/2023

  
  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,
  
  Will Mucha
  
   
  

• Initial Complaint

  Date:03/26/2023

  Type:Order 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.

  Advertised claim is 10g/month for $20, paid 3m at a time. Nowhere does it say that is introductory and will go up to $30/m paid in 3m increments.

  Business Response

  Date: 03/31/2023

  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