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:03/17/2023

  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 for Mint Mobile and paid 3 months in advance for 3 months free as part of their promo. I have had the service for roughly one month and have not had service in the entire time. I cannot send texts, and cannot receive texts, I have tried to resolve this with Mint technical support several times but the issue persists. Instead of continuing on with this same issue, I decided to switch carriers. I have been trying to port my phone number over to a new carrier, and Mint Mobile will not release my phone number even after 48 hours have passed. I have all of the information correct on my end, and am told by my new carrier that Mint Mobile has placed some type of restriction on my phone number to not allow it to release. Ideally, I would like Mint Mobile to refund my money for lack of service in the time I was with them, but at the very least I just want them to release my phone number and be done with them!

  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 
  

  
  

• Initial Complaint

  Date:03/17/2023

  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 two physical sim cards from MintMobile on 3/15/2023, each were supposed to be prepaid for a 3-month, 10 GB plan. I only received ONE confirmation email from them and then contacted them through their chat function. ********, in the chat, told me that there was just one email because the mailing address was the same and thus the two sim cards were going to the same physical location.I received two sim cards on 3/16, to my surprise only ONE of them had the plan I paid for and the other one had a 7-week trial. I have contacted reps through the phone today several times, all of them rudely hanging up the phone on me and confirming that I have received everything I was supposed to receive from Mint. I have two charges in my **************** card but I only receive one product. Shady tactics and the WORST customer support experience.

  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 
  

  
  

  Customer Answer

  Date: 03/23/2023

  
  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:03/16/2023

  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 purchased a 6 month phone plan. I've been having to call them since Jan 16 to ask them to cut my phone service back on. And they have done it up until today March 16. Claiming that there has been a chargeback for the $162.49 I spent with them on Dec 20th. But I just called to confirm with my bank that there has been no charge back for THAT transaction. Therefore they should not be refusing to turn my phone service back on. I had started a claim with my bank last month, then cancelled it because they ended up turning my service back on. So now I cannot open a claim again about the same transaction.

  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 
  

  
  

  Customer Answer

  Date: 03/23/2023

  I've spoke to Mint Mobile representatives twice already without any resolution. Any information they need they can get from ***** Fargo. ***** Fargo will confirm that the money is not been chargedback. And you guys (BBB) can also forward the bank statement if you wish. Thank you so much for your time.

  Business Response

  Date: 03/29/2023

  Hello,

   

  In regards to this concern, the customer has paid back the chargeback and the account is fully active again. 

   

  Thank you, 

  Mint Mobile

  Customer Answer

  Date: 04/03/2023

  I had someone pay the bill again in order to have service because I need it for work. But I have not been refunded for the $162 I paid for the 6 months of service which should have lasted until May. And wellsfargo has confirmed that mint mobile has the $162 and there has been no chargeback.

• Initial Complaint

  Date:03/16/2023

  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.

  We own our own phone and had a prepaid service, which lapsed as of the beginning of September, so our phone had no service. We briefly thought we would set up service again, and ordered a service plan on September 02, 2022, but changed our minds within 12 hours. Their website guarantees refunds for 7 days, so we thought there would be no issue when we made the purchase, and were assured of that promise by representatives as well. Within 12 hours, on September 03, 2022, I called the company to request a cancellation or refund, and were told by the rep ** it would be no problem and proceeded to guide me through the request process on their webpage. I did not receive any communication for a few days, so I called again, rep ** told us to resubmit the request, and was once again assured of our refund. I received a rather odd email thereafter asking for nearly our full credit card number and other identifying information, so I called a third time and was on the phone for an hour with rep ** who was having a hard time even finding our order, but who assured us once again that our refund was being processed and we should see it on our statement within **** business days, or thereabouts. It was at this point that, based on their repeated assurances, that we contracted with another company. Having not gotten any word regarding our refund, I used the website chat feature to ask for an update. It was this 4th agent, via chat, who told me that we would not be refunded. This agent acknowledged the previous assurances I had been given by the other agents, but very apologetically said they would not be able to refund my purchase. We then were told via a letter sent to the ******* Attorney General that a refund was being processed within 7 business days of January 10, 2023, but have still not been refunded. The company is now just saying they will look into and have not made any progress in resolving this issue.

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, we have reviewed this matter and have re-escalated this to **************** and a full refund will be processed to resolve this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/25/2023

  
  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:03/16/2023

  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.

  Yesterday I purchased Mint Mobile 3 month Sim card from Best Buy, Paid ***** with taxes and fees.Best Buy advised me that opened sim cards are non refundable.Same day few hours later I activated the service, and transferred my number from cricket.Service is active, but no phone calls or text going through to my device.Phone calls go straight to the voice mail, no indication on my side.In order for me to place a phone call I have to dial a number and wait over 1 minute of silence before the phone call either go trough or get dropped.Multiple text from banking verification did not get trough.I can not afford to have this absence of service , have to transfer ASAP.Spoke to numerous Mint CSR... they blame my device, where at their website clearly states my Galaxy S6 is compatible.There is no service... I Spoke to numerous CSRs no help, they troubleshoot something that is not working..Service is still horrible , rather non existent.Called Mint for refund they adviced me to take it to best buy Best buy told me at the purchase opened sim non refundable I want my money back.I was misled to believe my phone is compatible with Mint Mobile, apparently it is not.Last CSRep at Mint hang up on me after 20 minutes wait... they refuse to refund my money...I lost ***** for less than 24 hours of questionable *service*. I want my money back

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, the customer will need to return to best buy for a refund. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/22/2023

  Best Buy told me to contact Mint Mobile, because Best Buy return policy is no refunds on open sim card.

  So, best buy sent me to contact Mint ,

  Mint sending me to Best buy,

  Both are pointing fingers at each other...
  

   

  Where is the solution ?
  

  Business Response

  Date: 03/28/2023

  Hello,

   

  In regards to this concern, Mint Mobile is unable to refund this order, due to the fact the customer purchased from Best Buy. The customer will need to refer to Best Buy for a refund. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/28/2023

   Best Buy REFUSES to refund OPEN sim card...

• Initial Complaint

  Date:03/16/2023

  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 ordered a physical sim and plan through mint mobile,the sim did not work, Mint was supposed to send me a new sim,they sent it to someone else. When I contacted Mint the gave me an ESim,I proceeded to activate the esim through the app and transfer my number from att to mint,after doing so att dropped my coverage but I did not have mint coverage,my phone would not work. After 6 hours and 5 different people,it was discovered my phone did not work because the esim they gave me was for someone elses account and they could not track down who's account it was to cancel it. And they could not give me a new sim until they canceled that which they couldnt figure out how to do .They also could not give me a pin and account number to tranfer my phone, and it could not work because I had no service because of the issue with the wrong sim. I could not get Mint to resolve this and had to go get a new number after having mine for 20 years and pay $100 to get a new accoutn at ATT. Every person I talked to told me something different,twice I was lied to and told they were sending a new esim which wasnt even an option

  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:03/15/2023

  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.

  my Mint Mobile Cell Phone # is ************ I am out of the ****************** and have tried numerous times to add ************************** to my account. I have added ***** (the maximum) 2-3 times and for some reason it is immediately consumed while my data is turned off. I have made numerous calls to Mint customer service and they seem NOT to understand the issue - they read from a script, saying the same thing over and over with NO RESOLUTION! I have asked to speak to a supervisor and they cannot locate one - I have asked for a case # or complaint #, something that will identify the conversations / issues and the cust. svc rep I spoke to said they don't have reference / case #'s. Her name was ASH...this is all I was able to get. I need resolution ASAP as I'm out of the country without the use of my mobile - which is very UNSAFE! someone higher in the chain from MINT needs to call me ASAP and resolve the issue - company is a total nightmare with horrible service.

  Business Response

  Date: 03/22/2023

  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:03/15/2023

  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 Feb 6, 2023 I paid Mint Mobile $476.99. The phone I originally received on this order could not be unlocked by Mint Mobile when I tried to active it. It was never a working phone when the *** card was installed. I sent it back for a refund on Feb 15 after having tremendous difficulty getting a return label. Finally sent it back to ********** when I received the return label. I have not received a refund so I called again and customer representative told me they are sending the phone back to me so that I can unlock the phone. I cannot unlock the phone because I never locked the phone. I received the phone in some type of locked condition. I want my refund for the phone immediately. The problem with this phone is not MY problem. I have spent countless hours on the phone with Mint Mobile with no resolution. As of today, March 15 I have not received my refund of $476.99 Order MT2648966 Tracking ************

  Business Response

  Date: 03/22/2023

  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, 
  ****************** 
  

  
  

  Customer Answer

  Date: 03/23/2023

  On Feb 6, 2023, I paid Mint Mobile $476.99. Order MT2648966

   

  The phone I originally received on this order could not be unlocked by Mint Mobile when I tried to active it. It was never a working phone when the *** card was installed.

  ***I SENT THE ***** BACK ON FEB 15*** SENT TO MINT MOBILE Tracking 395123763072

   

  I want my refund for the phone immediately.  As of today, March 23 I have not received my refund of $476.99   

  Business Response

  Date: 03/28/2023

  Hello,

   

  In regards to this concern, the customer has returned the phone password protected, we will need to send the device back to the customer to get them to unlock the device with a pre-funded return label. Once the customer returns the device completely unlocked a full refund will be processed. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/28/2023

  I DID NOT return the phone password protected, I never went into settings to create a password. The phone was in some kind of locked condition when I received it. Mint Mobile NEVER got the phone working when I put the *** card in it.

• Initial Complaint

  Date:03/15/2023

  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 purchased a mobile phone service plan on 2/16 which included a esim card. However, after further investigation I discovered my phone was not compatible with a esim card. The company never communicated that to me. I spoke with a representative a she said she would send me out a physical SIM card which I reluctantly agreed to. I waited 2 weeks for it to find out through a phone call from me that it was denied by the company because the representative put in the incorrect information. I agreed again with the manager to wait for one to come in the mail again. As to date still never received it. I called again on 3/14 to request a refund and the representative told me she would put it through. I requested a email for confirmation she indeed was processing one. I was informed I would get a email in 24 hours. 3/15 I received a email stating they denied my request for a refund stating it was outside of the 7 day window, through no fault of my own. Please investigate this is a rip off. I have no phone service for over a month!!!!!

  Business Response

  Date: 03/20/2023

  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:03/14/2023

  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.

  January 2023 $60.00 for cellular and data service I could only use the phone features on Wi-Fi.I could only use the phone for the promo period of 7 days. After that no functions on the phone would work on their data. Could only use phone apps on either my own or someone else's wi-fi. I'm extremely unsatisfied. I switched back to ******* Wireless.DO NOT GET MINT MOBILE!! BIG SCAM!!

  Business Response

  Date: 03/21/2023

  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: 03/24/2023

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