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:03/14/2023

  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.

  Exactly as a previous complaint described: this was my fourth call and fourth ticket with Mint over my phone number's caller id. People don't know who I am when I call and I am ridiculed for it (because of the over-the-top, comical nature of the nickname associated with it.) I have asked over the past year, two intermittent plan sessions, for this to be fixed. Each time customer support tells me there was never a previous ticket opened, but assures me they will address it within 72 hours. Yet, the issue is left unaddressed, the tickets are actually being deleted, and I have yet to receive a single follow-up. Seeing as this particular issue has multiple complaints pertaining to it, maybe there needs to be an investigation and a revamp.

  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 
  

  
  

  Customer Answer

  Date: 03/20/2023

  I hear that they are going to reach out every time. I did not yet heard back from them the five times they said this before and I don't anticipate hearing back now. I want to leave this open until they ACTUALLY do what they keep telling me they are going to do, as I addressed in my complaint. I followed up with them Friday to be told there was no ticket on record; once again they deleted my ticket so they created a FIFTH one. Someone is purposely deleting the tickets for the job they are supposed to be doing and if my account is 5 for 5, I can guarantee everyone's tickets are being deleted as well.

• Initial Complaint

  Date:03/13/2023

  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 February 22, 2022, I signed up for a yearly pre-paid phone plan with Mint Mobile. However, I was surprised to see a charge of $384.00 on my credit card recently, as I had not received any information that my plan was going to be renewed for an entire year. I contacted Mint customer service, who explained that I had only five days from the date of the renewal transaction to request the new plan be canceled or changed to a different plan and be refunded the difference in cost. Unfortunately, since I did not receive any communication from Mint Mobile, I was unable to contact them within the timeframe they have in place.I expected to receive information about the plan being renewed so that I could review the plan I had for the previous year and make sure it still met my needs. However, my situation has changed since February of 2022, and in the past few months, the account has only used a small percentage, 14%, of the data I will be paying for. As a result, I would simply like to get a refund on the monthly plan and continue month-to-month until I am confident of the right yearly data plan to sign up for.It is surprising that I did not receive a text, email, or some other form of contact from Mint Mobile letting me know I was going to be charged for a new year of service. I would like to resolve this misunderstanding so that I can maintain Mint as my cell phone service provider by being refunded the money for the year of service and then selecting the appropriate amount of data to match my needs.

  Business Response

  Date: 03/20/2023

  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: 03/20/2023

  In order to make adjustment to my MINT Mobile account renewal in the seven day timeframe I should have received information from MINT Mobile that my account was going to be renewed in advance of the renewal with the option to make changes, this did not happen. IF MINT Mobile is going to put rules into place around their yearly renewal plans then they should make it as easy as possible for their customers to follow those rules. A simple automated email or text letting me know the date that account was going to be renewed and that I had seven days to make any changes is a reasonable request for a customer of any company prior to a $384.00 charge for a year's worth of service they will not be able to cancel if they don't act to do so in a specific timeframe. That kind of automated message would have taken less time for MINT Mobile than it has for me to contact their customer service and the ********************. I feel as if MINT Mobile is counting on my being so busy I forget that it is time for my renewal and if they don't remind me and let me know their exact timeframe for making changes they will be able to keep my on as a customer for a year no matter how I feel about it or if I am able to pay them. Not a good feeling to have about a company. 

• Initial Complaint

  Date:03/13/2023

  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 or about January 3, 2023, we ordered - and paid for - three new lines through Mint Mobile. The deal was to pay for three months and get three months free. We ordered two physical SIM kits and one eSIM. The order number was MT2514610.On or about January 15, we attempted to activate the eSIM card on an iPhone 14. We were unsuccessful and, after spending several hours on the phone and even attempting a second eSIM, we were told to try the restart/reboot the next day. The following day provided no service, and the friendly people at Mint Mobile tried yet another SIM card. This one didn't work. We were told to wait 48 hours. So we did. After several attempts and my teenage son having no working phone for nearly a week, we cancelled and moved on to a different cell service with working eSIM cards. On or about January 26 we requested a refund of the $90 plus junk fees we paid. On January 28 we were asked for further information including an order number. I provided the order number on January 29.On February 23 we received an email from Mint Mobile denying our request for a refund since the request fell outside the cancellation window. Mint Mobile spent the seven days since activation for a refund by continuing to tell us to wait and try new things. At no point did the eSIM ever work.Mint Mobile then delayed a response beyond the 45 day window for a refund. We never received service and do not believe we should pay for it. In fact, due to their mishandling of the situation, we could not port the number to the new service.

  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:03/13/2023

  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 signed up for the Mint Mobile any plan for $15 for 3 mos. in June 2022. Service and phone compatibility were great. At the end of the 3 mos., I signed up for 1 year, prepaid. One month into the prepaid 12 month plan, I was no longer able to place or receive calls. After many online chats, in-app chats and phone calls, it was determined that there was an issue with the towers in my area. Per the Mint Mobile rep, on October 23rd, the issue was confirmed that the towers had degraded cabling. I was told that the issue would be repaired and the quick-fix was for me to manually switch from LTE to 3G to place and receive calls. I continually placed calls to Mint Mobile for an update on the repairs and was repeatedly told that my issue was escalated to the back office. Having to switch to 3G to place and receive calls went on through December when I started to worry that 3G was going away as of the 31st and I would have no way to place or receive calls. I asked several times when the towers would be fixed and if Mint Mobile was going to refund my money if they could not get the towers fixed. I received a call on my work phone from a Mint Mobile representative telling me the towers would be fixed the first week of January. That did not happen. I was unable to place or received calls at all after December 31st. I determined that since Mint Mobile could not fix the issue, I was going to have to switch carriers. I called January 6th and requested my account number and PIN to transfer my numbers and again to request a refund for my remaining prepaid amount of $240. I was told that I would not be able to get a refund because it was outside of Mint's 7-day refund period. I have called several times during January and February requesting a refund and was given the same excuse. Mint Mobile failed to provide a core service that I paid for after an enormous amount of patience and work-arounds on my side. I feel Mint Mobile should refund my $240 remaining balance.

  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 
  

  
  

  Customer Answer

  Date: 03/22/2023

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

  Customer Answer

  Date: 03/28/2023

  How do I update my complaint with Mint Mobile?  I initially accepted their response as they contacted me and informed me that I would be getting a refund as requested.  Mint Mobile only refunded $104.94 of my $240 prepaid amount.  I have reached out to the Mint Mobile rep 3 times requesting the balance of my prepaid amount to be refunded and have received no response.

  
  

  Business Response

  Date: 04/03/2023

  Hello,

   

  In regards to this concern, a full refund was processed on 3/22/2023, the customer should already see the funds back in their account.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 04/05/2023

  I only received a partial refund of $104.94 of my $240.00 remaining prepaid amount.  The refund request is for January 2023 - August 2023.  These are the remaining months that were left on my prepaid plan.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Mint for a bit over two years now. Starting with an abrupt move to a new residence in December, I have gotten next to no signal inside or outside within several hundred feet of my residence.It has been almost impossible to make or receive calls or texts since then.Due to other circumstances, I was unable to contact customer service until about two weeks ago. Since then I've gone through every troubleshooting step available and attempted multiple times to escalate this issue beyond base level customer support, but I'm told the "back room" tech team does not speak directly with customers.This back room team claims my phone is incompatible with Mint's network. I thoroughly researched the phone in question before purchasing it over a year ago. I made sure it had all of the necessary bands required. Mint's site still even claims that the phone is compatible.Every single customer service rep I've spoken with has been poorly trained. And to be clear, that's not a reflection on their performance, but on Mint's cutting corners to save money.At one point I was even told I'd be contacted by phone or email about a ticket that had been submitted. After about a week I finally had to get in touch myself by jumping through the automated support prompts yet again. This was the first time I was told the "solution" was to "get a new device" of course the customer service rep had no qualms immediately pivoting the conversation towards making a sale.Another week has gone by and after receiving no help at all, I finally caved and purchased a new phone.Much like the last one, I looked into everything, and yes, Mint's imei lookup also tells me this phone is compatible.Same exact problems.So, I'm now waiting on a new sim card from Visible. The only acceptable resolution at this point is for Mint to refund the difference for the remaining time I have on my prepaid plan once my number is transferred over.

  Business Response

  Date: 04/13/2023

  Hello,
  In regards to this concern and in order to resolve this matter, the customer will need to file a
  claim with ***** to resolve this matter.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 04/20/2023

  
  Better Business Bureau:

  Hello, I just wanted to see if I could have this complaint updated.

  
  

  I was able to reach out to MintMobileAlex, a support account the company operates on Reddit, after I initially didn't receive a response here.

  
  

  I was issued a full refund on March 30th, however I received no actual communication from them on the matter until I read their response just now. As you can see, there seems to be a comprehension issue because their response doesn't in any way relate to my complaint.

  
  

  I'd consider this mostly resolved at this point, but I'm not going to be completely satisfied until these very basic problems are addressed. These things are the root causes of why I left the service behind and, at the very least, they need to be acknowledged by the company.

  
  

  Thanks,

  
  

  ****

  
  

• Initial Complaint

  Date:03/11/2023

  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 switched from ******* to mind, the service worked an hour and I noticed couldnt make phone calls or revive any calls. Immediately contacted to the customer service but guess what they said we need 24 hrs after 24 hr they say again 24 hr and I realize they just wanted to stretch the time for 7 days as thats what their refund policy is , meanwhile I lost my number actually they stole it as if the number is not active no provider will get u , so Im sure mint is going to sell it but they dont know taht I will see them in the court because of stealing my number , I also file refund and who knows if I get it or not but I want to tell everyone that be careful with that sneaky company where the operators has no clue about the service and they r not able to help u but they can steal from u

  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:03/11/2023

  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.

  To Whom It May ********* am writing to file a complaint against Mint Mobile regarding their prepaid plan services. I purchased a 2 prepaid plans with Mint Mobile for a year, which cost me over 600 dollars. Unfortunately, due to unforeseen circumstances, I was unable to use the service for more than a few months.When I contacted Mint Mobile customer service to request a refund for the unused portion of the plan, I was informed that the company's terms and conditions do not allow for refunds, even for unused service. This is unacceptable, as I feel that I have been misled and taken advantage of.I am extremely disappointed with the service provided by Mint Mobile, and I believe that they have failed to meet their obligations to their customers. As a result, I demand a full refund of the 600 dollars that I paid for the unused service.I have attempted to resolve this matter with Mint Mobile directly, but they have refused to provide me with a refund. Therefore, I am escalating this complaint to the Better Business Bureau in the hopes that they can assist me in resolving this matter.I urge the Better Business Bureau to take action against Mint Mobile to ensure that they provide their customers with fair and transparent terms and conditions. I also urge them to require Mint Mobile to provide me with a full refund of the 600 dollars that I paid for the unused service.Thank you for your attention to this matter.Sincerely,*******************

  Business Response

  Date: 03/23/2023

  Hello,
  

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 03/23/2023

  
  Better Business Bureau:
  
  *************** to the message by the business in reference to complaint ID ********. My numbers are ********** and ********** for **** and *********************
  

  Regards,
  
  *******************
  
   

  
  

  Business Response

  Date: 03/29/2023

  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: 04/03/2023

  
  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:03/10/2023

  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.

  Ive only been using Mint Mobile for a month and this is the worst carrier experience Ive had in my life. I purchase 35gb unlimited data that was supposed to renew May 9th 2023 and it didnt. 2 days later now ** being told the 11th. Then I purchased extra data for $16 and as soon as I purchased it said it had run out - without me using anything! I contacted customer care about 5 times and the attendant said they agree with me that it would be impossible to consume data within that time but they cant offer me a refund or do anything because of their policy. So now I have no data and they refuse to help or refund me. Customer care is useless and this service is the worst.

  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:03/10/2023

  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.

  Hello,Manufacturers 1yr warranty not honored. Simply not ever activated in their database.Mint refuses to provide a proof of purchase that will allow ****** to warranty my phone.Also, Their original email that breaks down the individual fees of your purchase does not indicate IMEI # of the phone you are purchasing.On March 9, 2022 I purchased through Mint Mobile a 12 month service plan and a new ****** Pixel 5A phone for $698 order number MT1656464. At just over 10 months into the plan my phone with 75% battery suddenly locked up, powered off and never came back on. No indication of charging and no compressed buttons or damage that would cause a issue. I contacted Mint through their chat feature and was told i have to deal directly with the manufacturer "******".I entered my IMEI number on the manufacturer website where you can verify warranty status and it indicated that i hade to call with more information. I called and was told they have no record of the phone and needed to deal with Mint Mobile. I have had numerous chats with Mint as well as about six ridiculous phone calls with Mint and ****** consisting of ***** minutes each. Mint is completely incompetent and trying to get me off the phone and telling me to go to a non ****** authorized repair center. But not willing to cover the repair fee.****** finally agreed to cover warranty if i can provide a proof of purchase. However, Mint can't simply send over an email showing IMEI and proof of purchase. I have spent over an hour since talking to Mint support, escalating to a manager and being told they would send it to higher *** and get an answer to call me back.The next day i got a call saying they would not do anything for me.It seems they are selling black market phones. The ****** database should be updated immediately when a authorized reseller sells a phone under warranty. I am out $450 for a phone that broke after 10 months. I just want my warranty guarantee so i can get the my data off.

  Business Response

  Date: 03/23/2023

  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

  That would have been great. However, The email you sent me after this response states that you will not be helping.

  Below is a copy of the email send to me by Mint Mobile 6 hours after you posted this.

   

  **************************;(Mint Mobile)
  Mar 23, 2023, 16:27 PDT
  Hello *****,
   
  My name is ****** from the Mint Mobile Customer Resolution Team.
   
  We have received your BBB complaint about the warranty of your device, please be aware we are unable to add the **** number on a receipt because our receipt does not include this information and that would be document forgery. The email confirmation for when you place the order is the only confirmation you will need to work with the device and the warranty. 
  Please be aware we do not work with phones as what repairs means.
   
  We truly sorry for any inconvenience this have cause you.
   
  Best Regards,
  ****************
  Customer Resolution Team Specialist (CRTs).
   
   
   
  
  Need a quick answer? Check out our FAQs or try our chat bot on www.mintmobile.com
  -Kindly be informed this ticket will be closed after 48 hours of no response by the customer-

  Business Response

  Date: 03/29/2023

  Hello,

   

  In regards to this concern, we recommend that the customer work with a third party to get their data off their device. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:03/10/2023

  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.

  Line *********** Upon renewing this line, data stopped working completely. I chatted with 4 different reps. *** first three always promising they fixed it. *** third rep said Mint made a mistake on their end during renewal and that I'd get a credit. *** data only worked for one day thereafter and I received no credit. After that, I asked the 4th rep to disconnect the line and she promised me a full refund.I have no refund and the line is still connected. I need my refund and the line disconnected. See attached conversation.

  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: 03/26/2023

  Dealing with team members is what led me to file this report in the first place. I've provided more than enough info

  Business Response

  Date: 03/31/2023

  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: 04/03/2023

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