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:03/01/2023

  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.

  Transaction Date: 12/11/22 /// Amount: $564.99 /// Order #: MT2420977 /// Products Ordered: OnePlus Nord N20 - Blue, 128GB (phone), 12 MONTH, 10GB PLAN - SIM KIT, 3 MONTH, UNLIMITED PLAN - SIM KIT ///Complaint: Order was scheduled for standard shipping, 3-5 business days. Did not receive package through the holidays, so checked shipment status in early January. Discovered that ***** had returned to shipper because we were not home when they attempted delivery ****** tracking number: ************). Called Mint (do not recall specific date) and asked them to re-issue the shipment so we could receive products. Still had not received products by February, so called again on 2/10/23 to request refund. Was initially told that I could not request a refund because it had been over 45 days since purchasing the sim cards, per Mint policy. This despite the fact that I also ordered a phone from them, which should not be subject to the same exclusions even if they applied in this scenario. After explaining that I had already been in contact to attempt to resolve this issue, and being adamant that I receive a refund for products not delivered, I was told a full refund would process within **** business days. The representative with whom I spoke gave the support ticket number SUPPORTM-******. As of today (3/1/23), I have not heard any follow up from Mint nor have I received a refund.

  Business Response

  Date: 03/03/2023

  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:03/01/2023

  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.

  The problem is that the caller ID for my number is someone else's name (*********************), when it should be my name (***************************). I chose this new number offered by Mint Moblie. I have talked to customer support four times in the last two months about this problem. Each time they say I will be contacted within a couple of days by someone who can fix the problem. The problem has not been fixed and no one gets back to me. Most people I have talked to say they won't take a call unless they know who is calling. I discovered this problem when my wife would not take my call because she didn't know it was me calling. I am in the third month of a annual contract so I guess all I can do is cancel and try to get a refund.

  Business Response

  Date: 03/03/2023

  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: 03/03/2023

  
  Better Business Bureau:
  
  I will wait for the business to perform this action. This is an ongoing problem and has not been resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:02/28/2023

  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.

  1/5/23-attempted to port number from ******* to Mint. Unable to do so.1/9/23- cancelled Porting to Mint and stayed with *******. Since have been unable to received MMS from Tmobile, sprint and mint.1/17/23 started troubleshooting with ******* and Mint to correct issue Multiple back and forth between- see attached form 2/18/23- Still not resolved and no follow through by Mint or *******.Have been paying ******* for service that I am not getting fully and they do not follow up to ensure it is corrected and Mint has not closed out my account to allow me to have full function of my phone and does not seem to understand what needs to be done.

  Business Response

  Date: 03/03/2023

  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 would like this re-opened. Mint mobile has not reached out to me to fix issue.

  I still do not have full functionality of my phone and there is an issue between them and ******* that needs to be addressed.

  Thank you

  Business Response

  Date: 03/16/2023

  Hello,

   

  In regards to this concern, we have reviewed the customer's request and requested that the customer return to ******* to resolve this matter. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/20/2023

  There is a hold up with Mint that they refuse to address. They also cannot answer any questions when asked. A network engineer needs to contact me and ******* to figure this out. It needs to be a higher level as their tier 1 have no clue what to do.

  Business Response

  Date: 05/02/2023

  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. According to our records the customer is port in has completed and they will
  just need to power cycle their device to reconnect to the network.
  Thank you,
  Mint Mobile

  Customer Answer

  Date: 05/02/2023

  Mint never contacted me. They never addressed the issue

  Business Response

  Date: 05/09/2023

  Hello,

   

  In regards to this concern, we have reached out to the customer to further assist them, our system currently shows the customer's number is not with us and still with their former provider, we ask the customer reach out to their former provider to resolve this matter.

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 05/09/2023

  Mint Mobile has not once reached out to me to resolve the issue. After 3 months, the issue was because they still had my phone number registered with them. I spent countless hours trying to get to the problem and they never followed through. It also took ******* Executive almost 2 months to get to the problem which was in fact, a MINT MOBILE issue. The only thing they ACTUALLY did was tell the BBB that they reached out to me, which they never did. They are a terrible company and by no means should be considered a better business. Because of their incompetence and lack of knowledge and follow-up, I did not have full function of my phone.

• Initial Complaint

  Date:02/28/2023

  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.

  I ordered 2 lines/SIM cards on Friday Feb.24 th and I PAID extra money for overnight shipping because I canceled my current provider and it was set to cancel on the 28th of February. The guy that sold me the lines promised me everything, including that I will receive the order on Monday. Here we are February 28 and I am about to be left without any phone service and I have a wife who drives two hours for work on the road. I have been calling Mint Mobile every day and everyone claims they will help me and expedite this and that and so far NOONE NOONE HAS HELPED ME!!!I barely just switched providers, and I already absolutely 100% regret that I chose mint mobile!! I NEED MY SIM CARDS!!! WHERE ARE THEY?? Why is their internal communication channels sooooooo horrible!

  Business Response

  Date: 03/03/2023

  Hello,

   

  In regards to this concern, a full refund was provided to the customer for this order on 2/28/2023. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/27/2023

  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.

  Tried to activate a SIM card online but it says the ACT code expired. However, on the card it says "Activate by 05/13/2025". It is for a 12-month 10GB plan.

  Business Response

  Date: 03/02/2023

  
  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: 03/03/2023

  
  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:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new phone and 12-month plan. I spoke with 3 different people through chat on the mint mobile app, and each gave me a different response. I never received eSIM information through email as I was supposed to. I wasn't able to activate the phone, and the mint employee on chat said it was an issue with the network that would resolve and I'd be notified. It was suggested I use wi-fi calling. However, the phone number was never activated. I never received any emails from mint mobile other than the order confirmation. I selected the eSIM option for transferring my service and the eSIM information was supposed to be emailed. It wasn't. After the frustration of trying to activate the phone for over 4 hours, I decided it was best for everyone if we returned it. I submitted a "refund request" on the mint mobile website, but was not given any information other than a pop-up that my request was received. I didn't get an email letting me know what the next steps are. I want my money back for the phone and the phone plan since neither can be used. The phone was received today, is in new condition and has not been activated. I want a full refund for the price of the phone and the phone plan.

  Business Response

  Date: 03/02/2023

  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, 
  ****************** 
  

  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Port in Paygo mobile number to Mint Mobile,Customer service feedback it can't be transferred due to more than 3months after first ************ activation.But from their website, they didn't mention the limition about time ,please check below link for your reference ,Mint feedback it system limition and will help me to solve issue manually,but until now this issue haven't solved and no any feedback.I want to transfer my previous number ********** to current Mint account.********************************************************************************************************************

  Business Response

  Date: 03/02/2023

  Hello,

   

  In regards to this concern, we are unable to transfer over a number on an already active sim card, the customer will need to order a new sim card and transfer their number during the activation of the sim card. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/27/2023

  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 husband and I signed up with mint December 2022 before we committed we made sure service was in our area as well as our home. We are both disabled and have to have service it's our lifeline. We have not had very much luck in making calls, receiving calls were accessing the internet. It has resulted in missed calls to and from doctors and other Medical things that are necessary. My husband missed a delivery of his chemotherapy because of communication issues. We have done several calls as well as chats each time we're assured it's fixed. It is not been fixed we still have the same issues. We have to drive 45 minutes away to get any sort of service and even then it's sketchy. We paid 6 months of service for two phones. When trying to get anything back from them we're told they have a 7-Day trial period obviously we went past that trying to get phone service fixed with them. We are on fixed incomes we don't have the money to go out and just get another plan. I have tried to email the company since the chats and calls didn't work I get an email back stating they aren't monitoring their email inbox. They have done nothing to make resolution to this except tell us they fixed the service in our area. They might have tried to make sure there was Service as they assured me there was service before we spent the money we did

  Business Response

  Date: 03/02/2023

  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: 03/06/2023

  I sent an email in response to the email I received from mint mobile they offered no Solutions. And I went back online and again they're still advertising that there is service at our area I sent the email along with the attachments of the screenshots. I would like to be reimbursed the amount we paid for two lines for 6 months so we can go elsewhere and receive service that works in our area. Again we are disabled, and both elderly we're on fixed incomes and can't afford just to go out and get them. I felt the business offered no Solutions to the problem we're having

  Business Response

  Date: 03/13/2023

  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: 03/14/2023

  We received a message regarding a refund in the amount of $112 I am not sure where that amount came from? We paid for two phone of service for 6 months. There was a point where I had to increase my monthly allowance and pay for it because we never had service. We also had to purchase extra data on several occasions during the short time with Mint. We never went over on our last service plan with a previous provider. So I'm unsure why we kept going over with Mint other than we couldn't get service. So that was paid for I would like to see a breakdown of where you come up with the *****? I am very disgusted that we were shut off of any sort of service with no warning, or email stating service was going to end. As I stated in my earlier complaint were disabled and were elderly we need a phone and we needed a refund to be able to go purchase elsewhere. We might have not had service that was good but we had a service we could drive to at least and get now we have nothing. We wouldn't even have service to activate another plan if we needed to. An apology would have also been nice. For these stated reasons I do not accept mint mobiles answer to the complaint. Leaving someone that's disabled, elderly, and lives in a rural area with no means of communication not acceptable.

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, we will be reactivating the customer's services to resolve this matter until the customer can purchase new service, we have determined however that the customer does not have coverage in their area. 

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/24/2023

  The response came too late. We are elderly, disabled people my husband with stage 4 leukemia. We were in dire needs of a phone. Why would you cut our phones off without any warning? Knowing our situation because it was written in the first complaint. I don't feel you as a company care at all for your customers. If you did this would not have happened. We do have phones with service now. We couldn't go without a phone. The time you took to respond unacceptable. The amount refunded was not at all what we've paid for service to mint for 2 *********** the extra. An apology would be nice too. Your playing with peoples lives 

• Initial Complaint

  Date:02/26/2023

  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.

  I previously filed a complaint(#********) with BBB regarding this company's mobile network service and requested for a refund. They responded to the complaint and then all of sudden they cut the phone service abruptly and made a refund. They did without any prior notice. I was planning to do a service transfer(porting) to ****** FI. I was in ***** when they did this and because they i could not plan my porting.I reached out to them(couple of times) to get the account number and pin(which is required for porting) and they failed to provide those info. To do security verification(via text msg), they asked me to renew the service for an year in order to get those info(account# and pin). During my last interaction they said, the service is not in an a transferrable state. I am not sure why.I want someone from Mint to look into my account and make it good for porting and also provide the information i requested for. If they want to do verification there are other methods(like verifying my SSN, DOB, etc..) available..This business is doing all sorts of unethical / unfair practices. Someone needs to put an end to this.Phone# : ************ *********************************** Acc# : I dont know

  Business Response

  Date: 03/01/2023

  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: 03/01/2023

   

  My service has stopped completely and i dont have an active phone number assigned to me. This is affecting my quality of my life. I need immediate resolution.

  Here is my roomate's phone number for immediate atttention : ************

  Business Response

  Date: 03/06/2023

  Hello,

   

  In regards to this concern, we are currently working with this customer to resolve this matter, we will keep the customer updated until final resolution is found. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/07/2023

  Mint does not seem to understand the urgency of this request. I had no phone number assigned to me.

  I reached out to Mint customer care multiple times last week to get some help to get my info(account# and pin#) and i did not receive enough help from them.

  They kept on saying, i would have to do security validation(i should verify the security code sent over Text.. in first place, my number was active and so i would not receive any text..). I had to pay 83 odd dollar to get my number active(in order to receive one text message from Mint)

  IN my defense, if Mint had notified me about service disruption in Dec i would have made arrangements to do port out number and would not have gone through so much hassle / difficulty. I need mint mobile to refund the above mentioned money i spent.

  Business Response

  Date: 03/20/2023

  Hello,

   

  In regards to this concern, a refund has been processed in this matter, please allow up to 7 business days for the funds to be credited back to the customer's account. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/26/2023

  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.

  Purchased a Mint contract February 6,2023. Three weeks later my phone not a mint purchase broke and is not working. Purchased a new phone not from Mint. I need account number and PIN number to activate this phone. Mint has refunded all monies involved but will not give me these numbers. The only way I can communicate with them without a working phone is email. I have explained this numerous times. I gave them all the information they required. They said they will only call me with the information. Without a working phone this is impossible. They have sent numerous emails and information by email. It is coming up to week of no help from them. I am 75 yrs old with no working phone. I have given them a relatives phone number to call 3days ago still no response.

  Business Response

  Date: 03/01/2023

  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: 03/02/2023

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