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:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 6-month plan for my dad. They gave me a number ends at ****. With that number, my dad was getting numerous scam phone calls and text messages daily. However, they changed his number to another number ends at **** without notifying him. I talked to their customer services but without any resolution. They promised to give me a call back once it resolved but I never got a call back. Today I found out my dad's number with Mint Mobile does not work at all. I called them and was told there was service issue in my area. This is a lie as I was in the same house using Mint Mobile service talking to a Mint Mobile customer person at that moment. Then it escalated to a supervisor. Supervisor have me hold on phone for 1 hour and notifying me that the *** card was damaged. I questioned how the damaged *** card would cause change of his phone number. And my dad has not even take out the *** card from his new iphone 13 for about 3-4 monhts. Then supervisor insisted that the original number ends at *************************************** why I cannot use that number. I was really frustrated as I feel basically I was talking to liers after liers from Mint Mobile customer service. I regret using their service and already paid my whole year service. They refused to refund me and only promised to send me another *** card to try to resolve this issue. I would remind everyone to STAY AWAY FROM MINT MOBILE NOW! This is a company without any reputation or credibility.

  Business Response

  Date: 03/29/2023

  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:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ******* Galaxy A12, 4G-5G cell phone on the internet 11-25-21 from Mint Mobile, order #*******. They sent me a ******* Galaxy A12, 3G phone (that's fraud), which was not what I ordered! I have through time sent over 20 contacts with Mint Mobile and not one single person has helped me. They only speak broken English and do not understand anything (they ***'t want to). I have sent many emails; I have also sent 2 forms to FTC - have not ever received a response of any kind. Heard that 3G was being shut off 7 months after I bought this phone - that's fraud.Problems with phone: 1. Everything loads very slow or not at all.2. Most apps *** not work, some won't even open, most all apps won't go to the 2nd page.3. Can't receive test or emails or send them most of the time, sometimes they are received days later. Can't retrieve voice mail.4. 3ft away from home WiFi and can only get 3 bars.5. Screens black in and out when you are trying to use phone.6. Amazon shopping and other apps still work after you have "auto disabled" them.7. Won't let me into some of my personal accounts, keeps opening and closing them as I am trying to read them.8. Home screen won't keep time/temperature correctly.9. GIF's ***'t work most of the time.10. No coverage in tons of places where there is always available coverage, including below a cell phone tower!Did NOT get a choice of phones, when you get to the end to order phone, it only gives you one to get. You have nothing to choose from, you have to take the one they choose. I assume that way they can mail you the most outdated phone they have on hand.Many more but can't list them all, not enough space.They owe me $208.08 back and I will gladly send them the cell phone.$193.08 that I have paid in monthly payments and $15 for mailing me a phone I DID NOT ORDER.I beg you to please help me. I am begging.

  Business Response

  Date: 03/29/2023

  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: 04/20/2023

  Still waiting.... Have not heard one word from Mint Mobile. I am very unhappy with this process, nothing has been achieved so far. This is still resulting in bad credit reports even though Mint Mobile has admitted their employees did not handle my complaints and the phone was defective on their part. What am I suppose to do? I need this off my credit report now! 

  Business Response

  Date: 04/24/2023

  Hello,

  
  In regards to this concern, we have investigated this matter and we understand the customers frustration. However. we find that the customers request is outside of our refund policy, which is 7 days from the date of activation, so their refund request is denied. 
  

  Thank you,
  Mint Mobile
  

  
  

  Customer Answer

  Date: 04/25/2023

  It doesn't surprise me that Mint mobile is so sorry of a company that they refuse to refund money they owe me, even though they have admitted several times they messed up everything they possibly could with this cell phone. 

  This is definitely NOT resolved until they get this issue COMPLETELY OFF of my 3 credit reports. That's the least they can do. NO ONE SHOULD BUY ANYTHING FROM THIS COMPANY!!! 

• Initial Complaint

  Date:03/24/2023

  Type:Delivery 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 ordered a phone from Mint, along with a coverage package. I did not like the phone and returned it immediately. They have acknowledged receipt of the phone. The order number is MT2720896. I have made several phone calls and am getting nowhere. Half the time customer service hangs up on me. I just want my refund, its over $ ***** .

  Business Response

  Date: 03/29/2023

  Hello,
  

  In regards to this concern, a full refund has already been issued to the customer. The customer shouldve already received the funds back to their 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:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been paying $240/year for 10GB plan since 11/12/20. Within a couple months voicemails came thru delayed anywhere from 1 hour to 1 week and eventually not at all. I spent MANY hours on the phone with MANY different agents/supervisors who tried MANY things to fix voicemail. Sometimes it would be fixed for a few weeks but ALWAYS came right back. Over next 2 years, I called AT LEAST 20+ times, spent AT LEAST 1 hour on phone each time trying to solve the problem. Each time I had to speak to a new agent/supervisor who tried the EXACT same tactics to try to fix voicemail even though those things never worked. I even tried getting a new phone-also didn't work. In June 2022, I requested a refund ONLY on the remaining $200 I had left on my pre-paid year (not the service I had already used April+May 2022) PLUS $120 in my "wallet" so I could leave Mint. They denied the refund saying it was "outside their policy" but couldn't explain why I had to pay for service (supposed to include voicemail) that they weren't providing. They said all they could do was TRY to fix the voicemail AGAIN with the same tactics. I requested refunds throughout 2022 but denied every time. I have been waiting without working voicemail until 4/6/23 for my pre-paid year to be up to leave Mint. Today I requested a refund of $120 left in my wallet because I'm leaving Mint 4/6/23 but was denied again. That $120 is from April 2022 when I needed more hot spot data and a Mint agent told me the unlimited plan included unlimited hot spot data. I realized the next day it DIDN'T include unlimited hot spot so went back to the 10GB plan but they wouldn't refund the $120 I paid to upgrade, only put it in wallet. I should have been refunded $320 ($200 left on plan June 2022 + $120 in wallet) since they couldn't fix voicemail, but now I just want the $120 in my wallet refunded since I'm leaving Mint.They are charging for service I'm not getting. Won't let me leave with the $ I've paid for service I've never used.

  Business Response

  Date: 03/29/2023

  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: 03/30/2023

  Please read my entire complaint. It is not just about the $120 in my wallet from the downgrade. This doesn't answer my problem about TWO years of not having voicemail and working with you for 20+ hours on the phone to fix the voicemail with MANY customer agents/supervisors tried to but could not fix. can't tell me I am outside the refund policy because I asked for it way back in June. And you can't tell me I'm outside the refund policy when YOU are outside the policy that says I was paying for service that included voicemail. I was VERY generous in spending AT LEAST 20+ hours on the phone with your technical service agents and supervisors who all tried over and over to fix the voicemail. I was so tired of calling and getting the same answer that I waited until my plan was almost up (on April 6, 2023) to now just ask for the $120 in my wallet refunded because I'm finally leaving Mint. This reason I'm asking for the $120 back is not because I downgraded and just want it back, it's because I didn't have working voicemail for 2 years and so I am leaving Mint. You should AT THE VERY LEAST give me back that $120 in my wallet. Can you please explain to me how it fair and legal for me to be paying for service that includes working voicemail that never worked and you couldn't fix??? Nobody could give me that answer on the million phone calls I made to you. I'm not sure you understand the consequences of not having working voicemail. Professionally, I lost an unknown amount of money - I missed voicemails from clients and vendor. It was also very embarrassing to tell clients that they couldn't reliably reach me. Personally, my father died last year and I missed voicemails from friends and family which I am sure you can imagine is absolutely devastating. I can't believe Mint would stand behind providing that kind of service - if I have a problem and you can't fix it after MULTIPLE attempts by MULTIPLE agents and supervisors, how am I supposed to just accept that?

  Business Response

  Date: 04/03/2023

  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: 04/07/2023

  Saying I am outside the refund policy does not explain how I was paying for service for over 2 years without working voicemail. Where is the policy that says you need to provide me the service I paid for? The voicemail never worked and I tried many times with many difference agents/supervisors to fix it over and over again. But you couldn't fix it. The problem ALWAYS came back. If you couldn't fix it, how do you explain forcing me to continue paying for the service?

• Initial Complaint

  Date:03/23/2023

  Type:Delivery 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 new phones and two new phone plans from Mint Mobile on January 11th. Upon setting up the service we found that my phone did not work. Eventually, I was told that through a mistake at the warehouse, **** had shipped me a phone that was locked to T-Mobile and therefore could not unlock it. I was instructed to ship the phone back and, upon receipt, I would be shipped a replacement phone. However, when I received the email with the shipping label, the order was marked as a return/refund, not an exchange. I responded to the email requesting confirmation that the order was for an exchange, not a refund. After a couple of days, I received no reply and again called Mint. I was assured on the phone that as soon as the warehouse received my phone, they would automatically ship me a replacement. According to the tracking number, the warehouse received the phone on February 23rd. After a week of hearing nothing, I again contacted the company and was told that they would NOT ship me a replacement phone because their policy was strictly limited to refunds. I was told to wait **** days. After waiting for two weeks and hearing nothing, I again contacted Mint and was again told to wait for 48 hours while they waited for the warehouse to confirm receipt of the phone (which at this point had arrived at the warehouse 3 weeks prior). After 48 hours, I heard nothing. I called three more times in one night (due to being disconnected to the first two agents that I spoke to) and was told by one agent that the warehouse had confirmed receipt and a refund would be sent out "within a few days," another agent told me that the exchange would in fact take place, and another agent told me that they were still waiting for the warehouse to confirm receipt of the phone. I have now been paying for the phone for two months and have yet to receive a refund, replacement phone, or any kind of clarity about the issue.

  Business Response

  Date: 03/29/2023

  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:03/23/2023

  Type:Sales and Advertising 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 twelve month lines of service as well as a new phone from mint mobile. After using the phone for a couple days a message appeared on the phone saying it had been disabled and to call mint for more information. The phone was made completely unusable and would only show the screen saying it was disabled. It can not be used in any way. I had to move my sim to an old unlocked phone I had from my previous carrier to use my service. I contacted mint and was told they would open a ticket and they would contact me within 72 hours. They have not contacted me. It has been over 72 hours. The phone is basically a paperweight. When I contact them they keep giving me the runaround saying they will escalate the ticket. This has been going on so long I am past the seven day return date for the phone.

  Business Response

  Date: 03/28/2023

  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:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/8/23 I purchased a new phone, sim card and 12 month plan. After receiving the phone, Mint Mobile ************* was unable to port my old number. I requested a refund. ************* instructed me to return the phone and sim card. I returned the items and on 1/23/23 received an email explaining that the phone would be returned to me so I could remove the *** number I set to unlock the phone. I waited a week and then called to ask when the phone would be returned. Since then I have called 7 more times and still I have not received the phone to remove the ***. The typical response from ************* includes an explanation that someone will reach out to me to provide me a shipping number. This morning I reached out to ************* again and again was told I would be contacted with shipping information. All I want is for someone from Mint Mobile to either ship the phone or to refund the $411.52 I paid on 1/8/23. I suspect the phone is lost and they are hoping I will just stop calling.

  Business Response

  Date: 03/28/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device a full refund will be provided to the customer.

  
  Thank you, 
  ****************** 
  

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought mint mobile 1 year plan about 2 months ago, and today my wifi wasn't working so I had to use my phone's data plan. The internet is extremely slow and when I called their customer service after 1 hour of wasting my time they couldn't solve my problem. This is fraud advertisement and selling plans that won't even work as advertised. My internet speed is not even 2g and they advertised it as 5g plan. They won't refund my money and I can't return the Sim card and plan and their customer service won't do anything about my problem. I'm stuck with no internet phone now.

  Business Response

  Date: 03/28/2023

  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:03/22/2023

  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 requested on 3/17/23 to port my # from Boost Mobile (BM). **** told then that it should take about 48 hours. On 3/22/23, I called Mint who called BM. We got cut off. I called BM, they said they are waiting on Mint. I called Mint & this time, a rep tells me to call ***** What? I request a ************* told that the acct # I provided on 3/17 was wrong but the port is in progress. Can you say oxymoron? I call BM & the acct # is correct. ********* does not have a phone #. What??? I can get a full refund in 7 days so it makes sense a port would take 7 days. *** from Mint files a complaint w/o running the content by me 1st: ************ I called Mint Tech ************** Miracle of miracles, my account is declared valid so we can now continue the port. Day 7 is tomorrow. Somebody is running a scam to come up with excuses as to why the port is delayed. I call ***************** told that I have had only 4 days of ************* 2day is the 23rd. ***** is what? I should have ask where she got her math degree but instead, I requested to speak to the person who decided my acct # was correct after all. Im transferred by a rep who said hed stay on the line so I would havent to repeat everything. *** in customer service asks me for my name, email, etc. & to h*** with repetition. I ask my question again & ** told that no one said my acct # is wrong (that took 23 minutes). Like I imagined it. I ask 3 times what time tomorrow is the deadline for me to get my $ back. Each time, she refused to tell me. I ask her what her name was & I told her she could lie & she did: *****. Right.I ask if I could get a copy of the above complaint. Not allowed.

  Business Response

  Date: 03/28/2023

  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:03/22/2023

  Type:Delivery 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.

  Ordered mint mobile 3 months of service for ***** including taxes. Followed directions to port over phone number from GoogleFi. The mint mobile website stated the original number would take a few days to complete the port so they provided a temporary number. Ok, fine. Number worked for a few days, then all of a sudden no service at all. Contacted mint and they said the original GoogleFi number *************) was lost, and to add insult to injury, the temporary number was deactivated and there was nothing they could do! The phone number we had for years mint mobile LOST on us. Mint said they would not be giving us a refund, though we asked for one less than a week after signing up. Horrible company. Horrible service. *********************** should be ashamed! We want our original number that should have been ported, and a full refund!We wont use our old number with mint mobile, but will port it over to a company of our choosing!

  Business Response

  Date: 03/28/2023

  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: 03/28/2023

  they charged me but never ported my initial number of **********. they gave me a totally different number that ended up being another person's number and that person ported the number out to another carrier so I was left with no service. I could not cancel the account or do anything. if they need to contact me they can only email me as I have no active number with them to contact me. they took my money and ported out my number that was another person's number. so I was left with no coverage and they would not give me a refund. horrible service. my email is *********************

  Business Response

  Date: 04/03/2023

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 04/05/2023

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