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:03/09/2023

  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.

  Hello,I placed order # #MMO_1003674 with Mint Mobile on 2/2//2023 for the below: The issue is I received my package however I only received ONE phone instead of TWO. I contacted Mint Mobile three times on 3/5/2023 when I received the package to let them know and the supervisor I spoke with told me this would be resolved and I would receive an email and a new tracking number once shipped. That email was never received, nor was missing item shipped. I contacted MINT mobile twice on 3/7/2023 and was informed I would receive an email update from the back office within 48 hours. That email was never received. I contacted MINT Mobile again on 3/9/2023 and was told I needed to file a claim process with **** since the package was delivered through that courier. I agreed to do that since that was their process I have made 6 calls to MINT mobile and I am still waiting on a resolution. SKU: ProductItem price QTY Total N-1-SA-G970U-CP-BK ******* Galaxy S10e Options:Condition:New $189.00 2 $378.00 Color:Black N-129-ATC-SC-1 3 Month 4GB Plan $45.00 1 $45.00 total:$423.00 Recovery fee:$5.63 ************************* Sales Tax 8.875%:$37.98 I look forward to the resolution, thank you for any assistance you can provide because Mint Mobile has been slow to resolution in working with me.

  Business Response

  Date: 03/16/2023

  Hello,
  

  In regards to this concern, the customer will need to reach out to ***** to file a claim in this matter to resolve this concern. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:03/08/2023

  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 cancelled the cell phone service after they automatically charged my debit card for $132.24 ($120+12.24 for tax and fees). for 6 months service back in November 20, 2022, because they service doesn't work. I ported my cell phone to Spectrum on 12/01/2022, but I never received the refund for the 6 months service they took from my debit card. I kept calling them over and over again, but I never able to reach the right person who can help me with my refund. A reputable business would have automatically refunded me for the full $132.24 (that I never used) without me to call them. I'm sure they would be able to see the log of errors whenever I tried to use they service even a few days before 11/20/2022. Anyway, I need my full refund back.

  Business Response

  Date: 03/15/2023

  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:03/08/2023

  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 finished service with **** cellular. In order to activate another service I ***** their account and pin to get new service. The **** did not want to give me my account number or transfer key code. So they blocked my own paid I phone and were not helpful at all. I DONT know what to do ? To buy new phone is expensive. I am left without a phone . Disabled person who cant even make 911 calls.horrible company. The worse ever

  Business Response

  Date: 03/15/2023

  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:03/08/2023

  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 dont know how many times I've told them to unsubscribe me from their emails and they're still sending emails I should have been unsubscribed from. STOP sending me emails

  Business Response

  Date: 03/14/2023

  Hello,

   

  In regards to this concern, we have requested the customer be removed from our email list. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/14/2023

  
  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:03/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mint mobile is withholding my account number to deter me from changing services. I cannot call their customer service team because my signal is so poor the past two months it cannot hold a phone call. They purposely make you jump through hoops to acquire information that is mine. I demand my account number immediately. As a second note, you make unsubscribing to your emails very difficult. You post fake links that do nothing and claim it takes 10 days to process the unsubscribe order. That is simply ridiculous. Please remove me from your email subscriptions and provide me with my account number.

  Business Response

  Date: 03/14/2023

  Hello, 

   

  In regards to this concern, we have requested that the customer be removed from our email list and we have provided the customer with their the account number and pin on 3/6/2023.

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/14/2023

  
  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:03/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new SIM card kit from Mint Mobile's website on February 22. The kit arrived on Feb 24 but the card was defective and not able to be activated. I contacted Mint's online support that weekend and ticket number TECOPSJSD-****** was created. I was told someone would reach out to me within 24 hours. This didn't happen. I reached out to ****'s online support I believe two days later and agent ******* had no updated but marked my ticket as Critical.I heard nothing for a week. I contacted online support for a third time on Sunday, March 5 only to be told by an agent that a replacement sim card kit was mailed to someone named *****************************. I do not know anybody by that name and have no idea how they managed to mail this to a totally different address!I immediately requested a refund. I was told my case would be reviewed within 7 to 10 business days. I received an email that night stating my refund request was denied because it was outside their 7 day return window according to their terms and conditions.I have replied by email to their ticket response twice but have yet to hear any update about a refund.In short, I am paying for phone service for someone I've never even met! I require a refund of my online purchase in the amount of $67.94.

  Business Response

  Date: 03/14/2023

  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: 03/15/2023

  
  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:03/07/2023

  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 a *************** online, and was charged immediately on my credit card, the same day. Days later, and the phone I ordered hasn't shipped and appears to be out of stock, and Mint Mobile can't give me an idea on when it will ship. They keep making up time frames that it takes to "process" an order as an excuse.Most legit companies don't charge for an order, until it actually ships, and most companies don't take a week or more to "process" an order before it's even shipped.

  Business Response

  Date: 03/14/2023

  Hello,

   

  In regards to this concern, we have confirmed that the customer has received their device. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/14/2023

  
  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,
  
  T ******
  
   
  

• Initial Complaint

  Date:03/07/2023

  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 July 9, 2022 I paid for a 12 month plan for phone and data service from Mint Mobile.It worked fine for about 4 months but the service has been essentially useless. I haven't been able to use data whatosever and the call/text only works at random times for short periods.I have reached out to Mint Mobile at least 8 times.Several times they said they were escalating the issue and that I would receive a call back but never did. This happened at least 3 times.They would give me a confirmation number for the tech support then when I would call back a day later they would say it didn't exist. This happened at least twice.They sent me a new sim card at least twice to no avail and everytime I reach out they insist upon doing so again although having done so multiple times to no change.These people are beyond frustrating and are one of the most abysmal customer services I have ever had the displeasure of dealing with.I informed them I have been unable to use their service correctly since November and have been playing phone tag for months with an unusable service already but they refuse to even give me a partial refund for the months to come in which I will furthermore be unable to use the service I paid for.

  Business Response

  Date: 03/13/2023

  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: 03/13/2023

  Yeah, my service was for 12 months. It worked for a couple months and then became unusable. I reached out for help with the service 10+ times now to no avail. That response is simply unacceptable. If they actually helped resolve the issue that would be one thing but all they do is brick wall you and throw their hands up metaphorically.

  Business Response

  Date: 03/20/2023

  Hello,

   

  In regards to this concern, we have requested a PayPal payment be sent to the customer to resolve this matter. Please allow up to 24 hours for the funds to be credited back to the customer's account. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:03/07/2023

  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 two recent occasions I purchased additional cellular data. In the first case, I purchased 10GB of data at 5am. I used my cellular device for a few minutes. A couple of hours later, the Mint App told me that I had used all 10GB of my purchased data. I reported this at 8am. After several chat sessions and phone calls, the problem was not resolved. A couple of days later, I purchased 10GB of data. This time, I documented how I was not credited for 10GB of additional data. I took screenshots that show that Mint claimed 5GB of data consumption almost immediately. See screenshots. First screenshot says Ive used all my data. Second screen shot confirms that 10GB was purchased. Third screenshot approximately 90 seconds later show 4.68GB/10GB of data used.

  Business Response

  Date: 03/10/2023

  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:03/07/2023

  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 paid in advance for one year of service with Mint Mobile. I ported out my telephone number to a different carrier 5 months into the year. Once the new telephone service was intact, I contacted Mint for a refund of the unused part of the year, or 6 months of prepaid service. Today, the chat person says that I had to request a refund for unused months prior to porting out the number. However, the chat person who helped me do this 3 days ago did not ever mention that. I would like a refund of the unused months of prepaid ********** months at $30/month.

  Business Response

  Date: 03/10/2023

  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