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:03/21/2023

  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.

  Someone at Mint Mobile canceled and disconnected my service last year. No refund was offered from anyone at Mint Mobile. My credit card is still being charged. Mint Mobile isn't doing business with me. I've filed a fraud dispute with my bank, they somehow resolved it, then refunded the charges to my card every few months. That has been resolved with my bank 2 times now, like that. Today, March 21, 2023, is the 3rd time I've had a fraud charge from "Mint Mobile" on my credit card. I'm starting the 3rd dispute process with my bank on my CC.I'd like them to stop contacting my bank and requesting money on my CC.Please help.

  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:03/21/2023

  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 NEVER SAID THAT I WOULD NEVER GET MY MONEY BACK IF PUTTING IN THE **** THAT THEY SENT DID NOT WORK, AS A PERSON WITH A PHYSICAL DISABILITY AND A SENIOR I FOUND THAT THE ***** THAT I HAD WOULD NOT WORK WITH THEIR SYSTEM LIKE THEY SAID AND I NEVER GOT TO USE THE SERVICE I HAD NO INTERNET CONNECTION AND KNEW NOHING ABOUT SCREEN SHOT OR APP`S AS MANY SENIORS HAVE NEVER GROWN UP WITH I NEVER USED THERE SERVICE AND WHEN I ASKED FOR MY MONEY BACK THEY SAID IT WAS PASSES 12 DAYS WHEN CAN A COMPANY GIVE YOU NO SERVICE AND KEEP YOUR MONEY IF THEY ARE WRONG ABOUT THE ***** THAT THEY SAID WOULD WORK? NOW YOU SEE THEY HAVE CHANGED IT TO 7 DAYS I NEVER USE THEIR SERVICE WHERES MY MONEY IS THIS HOW THEY GOT RICH NO PRODUCT NO SERVICE NO MONEY BACK

  Business Response

  Date: 03/28/2023

  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: 03/29/2023

    There is nothing up front about number of days and the fact that BBB would allow a company that preys on seniors and the disabilied to make millions with out recieveing anything from this company is why this company can now boost that its being sold the poorest people whould like to pay $15,00 a month thats who this is targeted to, show me where is stated if we cant give you service then we will keep your money in 7 or 15 days it no where bait and switch it looks like its not illegal why keep someone that poors money and why think that BBB will care to enforce any laws to protect the  Mint mobiles millions I never HAD ANY SERVICE NOTHING i HAD NO INTERNET ON WAY OF DOWNLOAD AN APP FROM WHERE? free money from the poor 

  Business Response

  Date: 04/03/2023

  Hello,

   

  In regards to this concern, we have reached out to the customer asking for the customer's order number to further investigate this matter. If the customer could please provide that information ASAP, we will work to resolve this matter as soon as possible. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/04/2023

  They have received now from two people on their side a response, there is no where that states that  you will lose your money in days and receive no service not one second of phone service and we will keep your money as i stated this is  bait and switch and BBB should be in the business of protecting seniors and the disabiliied from rip off companys who has the least amount of money? THEYHAVE MADE BILLIONS

  Business Response

  Date: 05/03/2023

  Hello,

  In regards to this concern, the customer's bank is preventing us from refunding the customer, so we will be sending the customer a payment through PayPal to resolve this matter.

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:03/21/2023

  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. 12/26/2022 I placed an order in the amount of $56.69 with this company to start a phone service. The company proceeded to get my order wrong and refused to send me what I actually ordered in mid January I contacted the company again requesting a refund and they refused and instead sent me a sim kit and charged my account $45 without permission! they said they would credit this to my service once activated. The kit was never delivered to me, was sent to the wrong house by ***** and the company was notified by the shipper of this. I called the company and asked for a refund again, was refused and they hung up on me. I contacted the company again 03/2023 via chat and they said they would issue a refund and I thought it was over.. NOPE they emailed me saying they are yet again not going to refund me. I would like my money back and want to warn others that this is a shady business.

  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:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Individuals at Mint Mobile has been fraudently requesting payments from me on a frequent basis. Usually I pay every three months for ******. My plan expired and was suspended on January 13, so I called in and paid $120.72, although the reps that I spoke to said the date January 18th, 2023, which came out of my **** of America account. Then on February 7th, I line was suspended and I called Mint Mobile and they would not turn my services back on unless I made a payment for $100.72, On Feb 21st, my account was suspended again, so I called Mint Mobile and they wouldn't turn my account unless I paid $170.00. I kept asking to speak with a supervisor and once a supervisor got on the phone, my line was disconnected. I needed my services on and had already spent 2 hours on the phone speaking with Mint Mobile reps, who I personally believe were not reps for Mint Mobile. So I called in and via the automated system, I only owed $******, so I once again paid $******. On Feb 28th, my account was suspended again and when I called Mint Mobile, which said I owed $39.74 again, so I paid it because they said there was a charge back to my account. So it a short time frame, I paid 6 times over the last 3 months. They also said I called in on March 13 2023, to make a payment for $******, which was cancelled, but I never called to make any payment on that date. I believe that someone pretending to be me called in and tried to make this payment on March 13th, 2023, because it was not me. I have been suspecting that internally there was fraudulent activity taking place on my account by Mint Mobile customer service reps, because of previous situation, where I ordered a new SIM card, yet there records showed that two SIM cards were ordered. Also, the address I am seeing for Mint Mobile on the BBB account that shows an address in **********, I called that number and they are Ultra Mobile not Mint Mobile, there address is **********************************************************************************************

  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:03/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone service with boost mobile stopped working in February 2023. On March 14 2023 I went to Best Buy to get a new phone with a different mobile phone carrier. I spent 8 hours in the Best Buy store trying to activate my mint mobile sim card on a new ******** phone. Finally, I gave up and the store manager refunded me for the mint mobile sim card and suggested I try T mobile for a new service. I walked miles to a TMobile store and the activation happened but the new phone never worked properly. TMobile tech support said it sounded like the new ******** phone was defective. On March 18 I returned the new ******** to the Best Buy for a full refund. Receipts are attached to this complaint. On the advice of the TMobile tech guy I put the TMobile sim in my old phone and it works fine. On March 16 I called mint mobile and requested a refund of the $94.88 mint mobile had charged me for 3 months of service that was never activated. I was given a ticket number M-****** by ****. He said I would get an email confirmation of my refund in 1-2 days. I did not. Today, March 20 I called mint mobile at ************ and asked again about my refund and email confirmation of the amount to be refunded. "***" said mint mobile is still investigating and could not offer and help. I'm senior living on fixed income. $94 for a service I never received is unconscionable. I should NOT have to wait for it to show up on my statement. I can barely afford food.

  Business Response

  Date: 03/31/2023

  Hello,

   

  In regards to this concern, the customer will need to return to Best Buy for a refund, we are unable to refund a sim card not purchased from Mint Mobile. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:03/19/2023

  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.

  Dear BBB Agent,I am writing to follow up on my previous BBB complaint #******** against Mint Mobile. I was informed by Mint Mobile that they could not process a refund for a defective phone that I received, as the shipping payment was made to ***** and not to Mint Mobile.I strongly believe that this is an unreasonable response from Mint Mobile. As a consumer, I should not be held responsible for shipping fees for a product that was not as advertised. The phone I received was defective, with missing parts and an open box, and lacked basic functionalities. As a victim of Mint Mobile's faulty product, I should not be forced to pay for the return of the bad phone.I kindly request that the BBB review this matter and take appropriate action to ensure justice between myself and Mint Mobile. I have attached the receipt for the mailing charge of the bad phone as evidence of the expenses incurred as a result of Mint Mobile's failure to deliver a product that met my expectations.Thank you for your time and assistance in resolving this issue.*********,*******************

  Business Response

  Date: 03/31/2023

  Hello, 

   

  In regards to this concern, we are unable to refund for the shipping costs, the customer's request is denied. 

   

  Thank you,

  Mint Mobile

  Customer Answer

  Date: 04/01/2023

  Mint Mobile has sent a faulty phone to me as a customer and is now demanding that I pay for the return of the defective device. This response is completely unreasonable and unacceptable. I urge the BBB to keep my complaint on their website and make the public aware of the poor business practices of Mint Mobile towards their customers.

  Business Response

  Date: 04/06/2023

  Hello, 
  
  In regards to this concern, we are unable to refund for the shipping costs, due to the fact the payment was made to ****** the customer's request is denied.    
  
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/19/2023

  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 took out an online contract wi mint mobile, around 12/14/22, for a single mobile line unlimited, $40 month on a 3 month rolling contract. I provided Mint my prior number ********** with ***** my **** account number and the **** release PIN# on sign up. But despite numerous 1-2 hour calls to Mint they failed to port over my #. I traveled to ********* 1/9/23 to 2/13/23, during which I called Mint once, but they again failed to port my # over, despite raising a 2nd escalation report for technical assistance. Once I returned to *******, I again persevered with Mint, found a different ********* account # which worked & my # was ported over esrly March 2023. At this time I requested Mint refund the full 3 months payments to mint= $120 when I was unable/ did not use my mint mobile contract as they failed to port my number, which I use as a business no!Mint refused this refund. Offering only$30 compensation for loss of use due to technical issues.Surely, due to Mint Mobile failing to resolve their technical issue, which prevented them porting my number, they should refund the full 3 months of non use of my contract?

  Business Response

  Date: 03/23/2023

  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:03/17/2023

  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 signed up and paid for a 6 month subscription . Subscription on hold until Straight Talk would unlock my phone number. I paid my Straight Talk monthly contract. Mint Mobile took my phone number from Straight Talk without my knowledge. I continued to pay for ********************** After Straight Talk unlocked my phone, Mint Mobile then noticed that I was using Straight Talk so they released my number back to Straight Talk. I was not told by Mint Mobile that they closed my account. I only used the temporary phone number that Mint Mobile gave me to use until Straight Talk unlocked my phone a very few times. Research it. I use my number ************ for work.I am requesting a full refund as I was not able to acquire phone service through Mint Mobile. Had Mint Mobile informed me that Straight Talk had unlocked my phone, we wouldn't be here right now. I have been paying unnecessarily for service with Straight Talk that Mint Mobile did not provide.

  Business Response

  Date: 03/23/2023

  Hello,
  

  In regards to this concern, if the customer could provide us with their ****************** order number, we would be able to further investigate this matter.

  
  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:03/17/2023

  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 called Mint mobile today (3/17/2023) to activate my sim card, and was given a phone number to call **************) when i receive the sim card and give them the transfer pin Number. I called the number and spoke to three so-called agents *****, ****, and supervisor **** each one tried to sell me promotions for discounted deals with ******* for $19.95 and $100 dollar gas card for the price of $3.95. Then i was told by **** to call (1800-555-`1212) to confirm the activation number they gave me (************) I call the number and its to a ****************************** *****) A TOTAL SCAM,!!!! I called my Bank and spoke to them about my issue and they canceled my card now I have to be inconvenienced with going to the bank and getting a new card along with calling all the creditors that I have a responsibility to pay my bills.

  Business Response

  Date: 03/23/2023

  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:03/17/2023

  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 three months of service on 1/9/2023, order # MT254668, from Mint Mobile. I attempted to switch my phone service from Xfinity to Mint Mobile but was unable to due to the locked status of my phone. I requested a refund and was denied as I was outside their refund timeframe. However, due to the time it took for my phone to error out, this could not be help. I wish for a refund of the $60 because cellular service could not be & was not provided.

  Business Response

  Date: 03/23/2023

  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