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:02/25/2023

  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 February 10th 2023 I called mint mobile and told them I'm unable to make or receive calls in two major cities in ********. I told them I would be canceling but I had already prepaid for 9 months. They said they would it be issuing me a credit and they would call me back in 20 minutes. They never called me back and never gave me a credit. 10 days later I called them again. This time they said it's not their policy to issue refunds even though I paid for 9 months of service that I won't be using. I asked to speak with a supervisor and they said that a supervisor will call me back in 20 minutes. It's already been 3 hours, surprise surprise no call back. The customer service is NOT NORTH AMERICA BASED. I couldn't understand half the things are representative said and they couldn't pronounce my last name which is extremely simple. I don't want anybody else going over to mint mobile and finding out that they can't make or receive calls in major cities in ********. I could not make a receive calls in **** ********, ******* ********, or *********. All of these are major cities close to *******.

  Business Response

  Date: 03/01/2023

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/24/2023

  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.

  On Dec. 31 I signed up for Mint Mobile service, The web site said I would have good service in my area, me not being an ****** trusting person, I called customer service and the person I talked to reassured me I would have good service in two different zip codes where I have no service at all. I'm out $57.84 they will not refund it even after they conformed that I wasn't using the phone.

  Business Response

  Date: 03/01/2023

  Hello,

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

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 03/01/2023

   Here is the order # MT2505568, I am not able to use the phone in the areas for witch it was intended, I have no service there, even though there website said I would. I even called a customer service rep. who told me the same thing.

  Business Response

  Date: 03/06/2023

  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: 03/07/2023

  
  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:02/24/2023

  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 have had a very disappointing experience with Mint Mobile. I purchased 12 months of service and a ****** Pixel 7 pro from Mint Mobile. I have spent over 20 hours of time on the phone and in chat with customer service, yet do not yet have a working phone 5 days after my initial customer service ticket was created. I was sent a phone locked to a different carrier than mint mobile. I have been told multiple times that I will get a call or email from higher technical support but it has not happened. I have been told each time I call that the ticket and case is still under investigation. I have been guaranteed multiple times days ago my phone is guaranteed to be unlocked in 24 to 48 hours. It has not happened. I still do not have a resolution, I am asked to wait another 48 hours. At this point, I request a return for refund. I was told I am outside the return window so it is not allowed. I did not open the mint mobile package with the phone until I returned from a work trip the phone was sealed in the box until 6 days ago. I had assumed I would have no need to return anything, but unfortunately, it is a defective phone. As the phone is defective, and multiple attempts to reach out to the company for a fix or replacement has been futile, I request a return and refund.

  Business Response

  Date: 03/01/2023

  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: 03/03/2023

  
  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.

  I have shipped back the defective device and provided ****************** the tracking number.  I have not yet recieved refund - I will be waiting for full refund. If Mint Mobile does not provide full refund I will re-open this complaint to seek resolution.

   

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

  
  

• Initial Complaint

  Date:02/24/2023

  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.

  Purchased a *************** plans from Mint Mobile (order #MT2459500) for $367.00. Received phone. After 2-3 hours working with Mint Mobile tech staff, we could not get the device to work properly. Requested refund and was provided with a shipping label. Phone was shipped in new condition to Mint Mobile 01/12/23 via ***** #************. Phone was received by Mint Mobile 01/16/23. No refund was issued. Started customer service chats on 01/29/23 chat #*******. Three more chats followed - #******* on 01/31/23, #******* on 02/10/23 and chat #******* on 02/18. Receipt of phone was acknowledged. Each chat promised a quick resolution of the issue. As of today, no refund has been issued.

  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

  As of today, I have not received any response from Mint Mobile. Please note, there have been four long chats with Mint Mobile. On the last two chats a promise was made to mark the issue as a priority, and they would respond within ***** hours. They have not responded either time.

   

  They have all the information they need to resolve the matter. They have been provided the original order number, the ***** tracking number, my email and phone number.  Mint has acknowledged receipt of the phone.  

  Business Response

  Date: 03/07/2023

  Hello,

   

  In regards to this concern, once we have confirmed the device has been received by our warehouse a full refund will be processed in this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/09/2023

  The phone with all accouterments was shipped to Mint Mobile in new condition via ***** #************ on 01/12/13. Per ***** it was received by Mint Mobile on 01/16/23. Mint Mobile has acknowledged receipt of the phone several times on several online chats. Mint Mobile has promised rapid resolution on a priority basis several times, but has never honored their promises. As of today they have not reached out to me as promised and no refund has been received. If their warehouse lost the phone after receipt, this should not be my problem.
  
  
  My request for a refund of $367.00 for the phone and all purchased service plans stands.
  
  
  I used online chats to attempt to resolve the issue. I chose this format because it creates a paper trail. I was not able to save or copy the chats. I will list them below in case the BBB wants to request transcripts of them. Chats: #******* - 01/29/23, #******** - 01/31/23, #******* - 02/10/23, #******* - 02/18

  Business Response

  Date: 03/22/2023

  Hello,

   

  In regards to this concern, we have determined that the customer's device has been received and full refund has been processed. 

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:02/23/2023

  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 have been REPEATEDLY promised a refund by Mint Mobile. I have called repeatedly and each time been promised a refund is forthcoming within **** business days. The refund has never been sent. I paid for a year and it was never used. The last phone person I spoke with today said there is no record of them every having promised me a refund. I want the refund I have been repeatedly promised.

  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

  
  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,
  
  *************************** ************** (Not Mint Mobile number)
  
   
  

• Initial Complaint

  Date:02/23/2023

  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 a plan at the end of November 2022. Order # MMO_962739 I agreed to pay $27.05 per month for the plan and service. Received the phone and *** card. The phone never worked with the *** card. The phone would not connect to their network. I called numerous times in December to get help and the customer service reps could not get it to work. The final time I called, I insisted that I return the phone for a new one. I spent $25 to return the phone a few days before Christmas and never heard from Mint. I called them the 3rd week of January, to cancel the service and request a refund since I did not receive a replacement phone. They did not try to contact me at all. I was told they cancelled the service and would issue a refund. Refund was not received and they were still charging me for the service. I called again in early February to cancel the service and get a refund. I was told that the person I spoke to previously submitted it incorrectly and it was corrected. As of 2/23/23 I still have not received a refund.

  Business Response

  Date: 03/01/2023

  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: 03/01/2023

  The phone was returned to you in December of 2022.  It was mailed a few days before Christmas.

   

  Please check your records again.  I am still paying for service I am not receiving.  I would like a refund ASAP.  I make payments through Affirm.

   

   

  Business Response

  Date: 03/03/2023

  Hello,

   

  In regards to this concern, we have confrimed that the customer has been fully refunded back in January, please reach out to your bank to confirm that refund has been received. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/07/2023

   

  I purchased the phone and service with Mint mobile in November 2022.  I returned the phone in December.  Mint refunded that amount to affirm but not the service contract that I cancelled in January 2023.  The entire amount should be refunded to me since I never used the service.  The phone did not work and I could not use the service.  That is why I returned the phone to Mint.  Affirm is still charging me for ************ that I am not getting.  

  I need this resolved ASAP.
  

  Business Response

  Date: 03/20/2023

  Hello,

   

  In regards to this concern, the customer refund was processed on 1/11/2023, if the customer hasn't received their funds, we recommend the customer reach out to their bank to resolve this matter.

   

  Thank you,

  Mint Mobile 

  Customer Answer

  Date: 03/24/2023

  I did receive a credit in January.  That credit was for the phone only NOT THE SERVICE.  I am still being charged for service I am not receiving.  I am still paying monthly to Affirm.  I cancelled the service contract with you and Affirm.  Affirm keeps charging me because you have to tell them the account is cancelled.  I have never used the service because the phone did not work, which is why I returned it in December 2022.

   

  Please contact Affirm and cancel the contract with them so I can receive a full refund.

   

  Your customer service is terrible and everyone keeps telling me the same thing, that I received my credit.  I only received a partial credit.

   

  Can we please just get this take care of already?  I've been dealing with this nonsense for 4 months now.

   

  Thank you

  *******************************

  ************

• Initial Complaint

  Date:02/23/2023

  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 Monday, I signed up for ********** as they promised $30 per month for the first 3 months for unlimited. Transferred from ***** The phone stopped working & customer service said there was a system error on their end. Ticket # TECOPSJSD-******. I said since the phone isnt working, they should refund the $101.03 till it was resolved, if it could be resolved. It took them 4 days to resolve the issue, so I said ok, Ill go ahead & fund the account again. However, now they charge me $40 per month, so I reached out letting them know I was promised $30 per month for the first 3 months. Both ***************** refused to refund the account $30 plus taxes and fees, even after seeing documentation that this was in fact initial service promised at $30 per month for the first three months, & after seeing that Mint required 4 days to resolve their own system errors etc. They kept saying thats the renewal price even after being told & seeing on their end that this is in fact initial service. Anyway, comes down to bait & switch & lack of customer value. The right thing to do would have been to honor the offer of $30 per month for the first 3 months. Bad business ethics & ZERO customer value. If this is how they treat a brand new customer account, I can just imagine what will happen down the road!!! Time to switch again in less than a week! That would matter to most reputable companies!

  Business Response

  Date: 02/27/2023

  Hello,

   

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

   

  Thank you,

  Mint Mobile 

• Initial Complaint

  Date:02/21/2023

  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.

  Tues Feb 21
  Mint will not port out my phone number. I
  Answer all their 100 questions but not enough.
  Then they want personal phone numbers off my recent calls.
  To verify, i did that. The girl I was talking to keyed inthe numbers in wrong ,and locked out for 4 hours. 7 people later. Runaround
  All I want is. Account #
  And. - Transfer pin.
  So I can get my phone number back 810 304-3342

  Business Response

  Date: 02/27/2023

  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 
  

  
  

  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, for security we will need to confirm a few things with the customer before releasing this information. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/21/2023

  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.

  On February 13, 2023 about 3pm my Cell phone stopped working and the message appeared on the phone that my SIM card is not provisioned. I called Mint mobile on another line to resolve why my phone failed. They told me that I would need to receive a text because of 2fa authentication was enabled on my account. I explained that the problem was my phone cannot receive a call or text. The created a ticket # TECOPSJSD167250 and said 24 hours it would be fixed. As of 2/20/2023 I called over 6 hours totaling 10 phone calls and more Tickets created same as above but with ****** on the end. I am being told again tonight that it will take another 24 hours. I explained many time that they would have to verify another was because my phone is not working because their SIM card failed. I asked if I could purchase another sim card, and everyone told me the same that it will take another 24 hours. It has been 1 week since my phone # failed with Mint Mobile and I still have no service. I am trying to port my number over to another carrier and they must have it locked because I cannot. This is almost an unbelievable experience I am having every day with mint mobile. Just after my cell failed the next day a few of my Credit Cards were compromised. When I called Discover and ***** Fargo they said they needed to send me a text for verification. I told them the cell is not working, so they asked me security questions and it was all resolved in minutes. The number I called for Tech support is 800-683-7392I spoke Ti, *****, Vi and many other techs. I need help with this if possible. Thank You ***********************

  Business Response

  Date: 02/27/2023

  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: 02/27/2023

  On February 13, 2023, my Mint Mobile account ************ failed. My message said SIM Card not provisioned, I called Mint Mobile every day for 8 days over 1 hour each time to get my phone back online. Everyone said because of a 2-form authentication they could not help me because I need to receive a text on my phone that was not working to unlock my account to see how they can fix it. I was never called back once to resolve, and I was told I would be called back. The communications were terrible I had to get another phone and account from another carrier to use. I asked to free up my number so I can go somewhere also but they told me unless I get the text to confirm my account, I have to wait 24 hours. They said 24 hours every day for 7 days. My number was unlocked on the 8th day, and I transferred to another carrier, but no one ever called me, and I was paid 6 months ahead. Mint Mobile webpage shows 100% satisfied or your money back and I was told I would not get any refund. At the same time one of my Credit cards was compromised and when they tried to send me a text, I said my phone was not working and they asked me some security questions and it was resolved on minutes. The public and myself should not go thru the poor customer service I did it is a flaud security system they have. I would like a full refund on my account as well as my wife here account is ************. I transfered her # as well.

  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: 03/07/2023

  No one has called me from Mint Mobile. Not ever did they make an attempt to resolve the issue. I called every day for 8 days to try to resolve. I transfered my number to another carrier and have balance due to me for paying ahead. As of 3/7/2023 no calls or missed calls from Mint Mobile. ************ is my cell

  Business Response

  Date: 03/22/2023

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a refund has been issued. Please allow up to 7 business days for the funds to be credited back to the customers account. 
  

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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.

  02/10/2023: I called Mint Mobile to order 4 service lines (for myself and 3 adult children, switching from ******* family plan.) Ordered and paid for 4 e-**** and 4 lines of service (order #s: MT2668957, MT2668974, MT2668985, MT2669025.) 3 of us were able to switch over to Mint. When my daughter (#MT2668974) tried to switch, she was told that order was mistakenly placed as a physical sim instead of an e-sim. Both my daughter and I called Mint numerous times (on 02/17, 02/18, 02/19, and 02/20) and used the customer service chat numerous times, and we both got conflicting information every time we called about what the issue had been, what needed to be done to resolve this matter, and when we could expect resolution. During 1 of those conversations, I was told the original order (MT2668974) needed to be canceled and refunded since it was ordered incorrectly as a physical sim, and I needed to start over with a new order for an e-sim. The person assisting stated they put in the new order: MT2686993. On 02/19 I called and asked to speak with a supervisor, and after much time on hold spoke with someone who identified himself as a supervisor and assured me the e-sim for order MT2696993 would arrive by the end of the day (via email.) Right after that phone call, I received email confirmation that the original order (MT2668974) had been canceled and refunded, but the e-sim for the new order did not arrive that day or the next. The morning of 02/21, I received an email stating order MT2668974 had been shipped. I used both the Mint customer support chat and called Mint and verified it had AGAIN been ordered as a physical sim instead of an e-sim. I was again told I needed to cancel the order and start over. At this point, I have been paying for service with Mint since 02/10, and have had to continue to pay for the remaining line of service with ******* since my daughter has not been able to switch from ******* to Mint.

  Business Response

  Date: 02/27/2023

  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: 02/27/2023

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