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:03/05/2023

  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.

  After a trial period with Mint Mobile, I was sent a promotion email offering $30.00 off if I signed up for a 12month plan. The promotion credit did not work after attempting it multiple times and discussing the issue with two Mint Mobile representatives. Time was running out so I went ahead and paid full price for the plan so that I wouldn't lose phone service. After the purchase was made, multiple Mint representatives kept telling me they were escalating the issue and that I should have a refund of $30.00 within two weeks. This kept going on for two months while I kept checking in with them about my refund. Finally on March 5, I chatted with an agent who said my refund was denied and there was nothing she could do about it. The representative even had copies of the promotion email I was sent proving I signed up for the correct plan to be entitled to the promo price.Nobody gave me any explanations as to why any of this happened and why nobody bothered to contact me.

  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 
  

  
  

  Customer Answer

  Date: 03/15/2023

  I was contacted by the company Mint Mobile and the representative stated that the promotion email was sent in error and they would not honor it. I received the promotional email on both Dec 21 And Dec 30, Mint never sent a retraction saying the emails were errors and none of the five representatives I conversed with over the issue told me this. If the email was sent out on two dates with no retraction, I expect to be given the promo price. 

  Company response follows: 

  Hello ****,
   
  My name is ****** from the Mint Mobile Customer Resolution Team.
   
  We have received your BBB complaint about the promotion of $30 not applied to your account. It looks this email was send in error and this is not an actual promotion we had at that time. 
  Please be aware we are unable to issue a refund for this amount, however we will go ahead and add a $30 credits on  your Mint account for you to use it for any purchase on our website.
   
  We truly apologize for any inconvenience caused.

  Business Response

  Date: 03/20/2023

  Hello,

   

  In regards to this concern, we have credited the customer's account with a $30 credit to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:03/05/2023

  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 bought a 3 month sim card from Mint Mobile over 45 days ago. When I tried to activate it, Mint Mobile told me that my sim was expired and i could not get a refund back either. The exp. date on card says "activate by 12/14/2023" attachment included. That date did not arrived so I did not worry about refund because I knew I could still activate it. Well now I have a sim that has not expired and Mint Mobile gives no refund or activation.This must be the reason their prices are so low because they keep peoples money.

  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 
  

  
  

  Customer Answer

  Date: 03/11/2023

  
  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,
  
  *************************
  
    After other calls to Mint mobile another agent was able to activate my sim card and I now have service with them. No further action is required and hopefully first agent can get the knowledge that sim card can be activated as long as sim card is not expired. Thanks
  

• Initial Complaint

  Date:03/04/2023

  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 attempted to transfer service to mint mobile on February 12th, 2023. There website software had me order the e sim. After not being able to have service after an hour, I called them and we figured out I needed a physical sim card. On February 12th, a ticket was filled out to send me one. It never came. A week later, February 19th, we figured out the ticket was wrong and filled out for a esim. Another ticket was filled out. A week later, nothing came. Again I called and figured out the ticket was wrong. Another ticket was filled out on February 27th. On March 4th, nothing had come. I requested a refund since I never had service, they refused to refund my money. They would no even send a physical sim card and then resume my service. I would like a full refund of the service I never received.

  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 
  

  
  

  Customer Answer

  Date: 03/10/2023

  I have already spoke to 2 different representatives and all notes of numerous conversations they have in their files.  I just want a refund for service never received.   No need to talk further. 

  Business Response

  Date: 04/13/2023

  Hello,
  In regards to this concern, a refund has been issued and customer shouldve already received
  their funds.
  Thank you,
  Mint Mobile

• Initial Complaint

  Date:03/03/2023

  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.

  Wish I would have read through these complaints prior to doing business with Mint. Since signing up in December, my connection has been very poor. I've spoken to customer service more than twenty times to resolve this. I've gone through all the troubleshooting steps, even been told it's my fault or the fault of my previous provider.Mint tells me the phone is still locked. This isn't logically possible as I have been connected to Mint for nearly three months. Still, I contacted my previous provider, who verified the phone was unlocked in December. I see now from others' reports this is not as rare as Mint has portrayed. For Mint to do this is a deplorable business practice.

  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:03/03/2023

  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.

  -December 27th, 2022- paid $57.59 for 3 month Mint Mobile plan with auto renew option.-Over the next week and several attempts to set up new account, it is discovered my phone number could not be transferred to Mint Mobile (I was on a family plan that wasn't in my name. After speaking with representatives from Mint and T-Mobile I would have to open a phone plan in my name with T-Mobile or another carrier in order to have the number transferred easily to Mint). Simply, I can't use the service I paid for.-I attempt to get a refund after the 7 day refund policy because I'm unable to use the phone service. I'm told by a chat agent I've been approved for the refund and should see it soon. About 2 weeks go by and I don't see the refund.- I reach out through chat again. I'm told by the agent my refund was never approved the first time, and that's why it hasn't gone through yet. The agent assures me this is now taken care of, the refund is approved and I should see it ASAP. 3 weeks later and I still have not received the refund (today's date: 02-02-23).I am seeking a refund because I paid for a service that could not be provided, and want to make sure I'm not charged for the auto-renew. My order number was MT2483441

  Business Response

  Date: 04/13/2023

  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: 04/18/2023

  The 7 day refund policy states anyone who is unhappy with their "service" needs to request a refund within 7 days, but I never received phone service from Mint Mobile at all, as they were unable to transfer my phone number in spite of following all of the different directions I was given. I would have had to exit the family plan I was on and then open/pay for my own T-Mobile plan to get my number transferred to Mint. I inquired about whether I needed to do anything about the family plan in order to transfer to Mint BEFORE I ever paid and signed up, and was told it wouldn't be a problem to transfer my number to Mint. It was a big problem, and you can see in the screenshots I sent that I was unable to receive phone service from Mint Mobile. The customer service was the worst customer service experience I've ever had. I had to repeat myself several times and was given different answers about how to resolve the issue, but it was never resolved. I was told twice, by two separate employees that a refund was already approved even though it was past the 7 day **** and I would be receiving it shortly. If anything you should honor the fact that I was told I would receive a refund and have not. Mint Mobile, I unfortunately don't have screenshots of my chats, but I assume you save your customer service chats. Please, look them up and read the exchanges. This is really a terrible practice to charge someone for a service they were never able to use and then refuse to refund their money.

  Business Response

  Date: 04/19/2023

  Hello,

  We have processed a full refund of $57.59. It may take up to 5 business days for the refund to reflect on their account. Please note that their Mint account has been suspended as well.

  Thank you.

  Mint Mobile

• Initial Complaint

  Date:03/02/2023

  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 have been a mint mobile user for about a month and half. My service has not worked for 4 days I have been in contact with approximately 10 different people trying to fix the issue with no success. It has been escalated twice. Before I had these issues I asked for a prorated refund for the unused month of service because their cell service was that bad. Now because of all the time I have wasted I had to waste because of their poor service I would like a full refund of the of my service I paid for and have my number kept active for a couple of days so I can port out my number to a new carrier.

  Business Response

  Date: 03/07/2023

  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: 03/07/2023

  Mint purposely and falsely state that 4g phones will work on their network. I checked before signing up with their service. They show great service on the map on their site. But when I contacted their customer service they first told me the service was weak in my area, then told me I need a 5g phone cause my phone doesn't work on their network. Based on my experience with their service they purposely find a way to get you off the phone or chat if the first fix does not work so they can get to the next call.  Given their misleading advertising and sales practices I am going to report them to the attorney general and pursue a class action against their company. 

  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: 03/18/2023

  The new phone carrier has sent the request to port my phone number but Mint has not transferred the phone number yet

• Initial Complaint

  Date:03/02/2023

  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 about Jan. 9, 2023, I ordered a IPhone 12 mini from Mint Mobile online. I choose to pay the full amount due for the phone and one years of service. The phone was to be shipped to me by the ***** The phone was never delivered nor was it available to pick up at ************ *********** due to a problem inside the post office. It appears that they misplaced the phone. Despite three attempts to pick up the phone in person, it was returned to Mint Mobile. ***** tracking attached). I called and made contact with the Mint Mobile customer service department on eight different occasions. I was able to receive an email that confirmed return of the phone (see Attachment) but I have not been able to get the refund. I have been promised a call from a customer representative on numerous occasions but have yet to receive even one call. Mint Mobile has the phone and my money and I am simply asking for the appropriate refund.

  Business Response

  Date: 03/07/2023

  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 
  

  
  

  Customer Answer

  Date: 03/07/2023

  To the Better Business Bureau,
  
  
  Mint Mobile has advised me through the Better Business Bureau to make a claim with ****** however, no package was ever sent to me by Mint Mobile using ****** All a live member of Mint Mobile has to do is check the apparent ***** tracking number to discover is has no tracking information as the tracking number may have been generated but nothing was ever sent by Mint Mobile. Again, it appears that Mint Mobile is using automated responses but no real effort has been made by a person to realize that once again, Mint Mobile has the phone and my money and I want my money back.

  Business Response

  Date: 03/14/2023

  Hello,

   

  Due to the fact the device was lost during transit the customer will need to file a claim with ***** to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/15/2023

  Dear Mint Moblie Customer Supervisor,

  I still do not understand how a company cannot read their own information and tell me that I need to contact ***** and file a complaint when Mint Mobile NEVER SENT the phone via *****!  Please have a ********************* Manager contact me, one who knows  how to read their own data and has the power to make a decision, as opposed to an automated response.  Is this asking too much?  Despite multiple promises to call me, not one of the customer service supervisors or managers have taken the time to do so. How does a person want to beleive in company when does not appear to have anyone who will take the time to resolve this issue.  I will not stop me efforts to make your firm realize, I did not receive the phone and it is not my responsibility to try file a complaint with a company that never had the parcel.  You have the phone and my money!  I will ask again, please refund my money.  I can be reached at ************.  

  ***** Capp 

  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

• Initial Complaint

  Date:03/02/2023

  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.

  Decided to switch to this company for the new deal it was offering. Worse decision of my life. Phone never works, nor text, no picture messages. All the reps say is we're working on the issue and will get back to you. It was been two weeks and no resolution. This stress is pushing me off a cliff...

  Business Response

  Date: 03/07/2023

  Hello,

   

  In regards to this concern, the customer's eSIM has been sent to the customer and a $20 credit has been added to the customer's account and customer is able to fully use services. 

   

  Thank you, 

  Mint Mobile

• Initial Complaint

  Date:03/02/2023

  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.

  Mint Mobile overpromised and NEVER DELIVERED. "Yes your phone is compatible, yes you have coverage in your area, yes you can call or text over wifi from anywhere, and yes, you can activate if from anywhere." Great! sign me up! I so wanted it to work out with them but glad it did not - you have terrible customer service. The worst. The sim card never worked for wifi calling and text as promised, my problem was "escalated" and they were supposed to call me back within 72 hours. They did not. I contacted Mint Mobile after 72 hours (without a working number), spent way too much time on chat and phone (a week) with them for someone to finally say let's send you another sim card. "We cannot fix it." I tried activating in the states 3 times but every time they asked me for different information that I did not have at the time. Then trying to get the information from them so I could port my number elsewhere was a nightmare. They texted me to verify my identity. Really - it doesn't work! Then trying to get the refund. Mint said I was outside the window of refund time 7 days from activation. I said the time never started because the card never worked as promised. Further, if it takes more than a week to acknowledge there is a problem that cannot be fixed, then it's on Mint Mobile, not me. Plus, changing services takes a while and the number has to be "active" to port. Now, Mint Mobile has denied my request for a refund. This Happened last month. They owe me $105. WOW!

  Business Response

  Date: 03/07/2023

  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:03/02/2023

  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 have been a customer for 3.5 years. I was contemplating using another carrier but not sure. I called the support team and asked if I purchased additional support, and changed my mind, would I get a refund? I was told yes as long a it was within 5 days. I contacted on the 5th day. No refund was received, I chatted with the team today, two weeks later, and was told that:"this account does not qualify for a refund and its already stipulated in our refund page". The contents of the chat are attached.

  Business Response

  Date: 03/07/2023

  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