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:02/21/2023

  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.

  mint mobile ruined my phone and my life their stupid sim chip destroyed my phone all contacts lost scope of problem is huge mint mobile offered no compensation or remedy all my contacts lost

  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 
  

  
  

• Initial Complaint

  Date:02/20/2023

  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 December 20, 2022, I bought a phone from Mint Mobile using AFFIRM, taking advantage of a nice holiday sale. It was delivered and when I activated it, the phone said it was locked out by their system. I struggled with them for days trying to get it unlocked, but their system said it was marked as stolen. It made me have no phone for Christmas. I asked for a refund and it was supposedly approved on December 27, 2022 per request ******* in their system. I sent their phone back via ****** Tracking # ************ and got nothing back despite it being delivered. When I had contacted them, they said it was in their warehouse, for the last 19 days, but it was just processing time. Affirm is still asking for money, likely damaging my credit score. Today, February 20th, 2023, they sent me a phone back. Contacting them reveals that for some reason my request was denied, and they can't even tell me why. I have long since moved on to another cellphone company, and have been making it clear to them I do not want their service.

  Business Response

  Date: 02/27/2023

  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:02/20/2023

  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.

  2/17/23 Mint Mobile will not refund money for new service that didn't work with my phone.Activated Sim but didn't work with phone. Had added PayPal info and within minutes, my PayPal account was charged $82.70 and $47.35 consecutively. I requested cancellation before the 7 day trial and was told it was 22 days ago.I have contacted Mint multiple times with no resolution.

  Business Response

  Date: 02/27/2023

  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 
  

  
  

• Initial Complaint

  Date:02/20/2023

  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 bought two phones and two "buy 6 months get 6 months free" plans from Mint. I paid about $860 for everything, including taxes and fees on 2/10/23. I received the order on the 15th or 16th. I even bought the $15 VIP thing for a dedicated number to call them for assistance to port my number and set up the phones.On the 16th I active my phones, but I could not use them because they were locked. Mind you, I bought the phones outright. Mint never unlocked my phones, even when I activated my SIM and they ported my number over. It's been over three days since I've ported my number to mint, and neither of the two phones I bought from them are unlocked.I also cannot use my two old phones because my number was ported to mint. This has been the worst experience with a phone carrier that I have had.From my experience, mint sells you phones and phone plans but you cannot use then.I did chat with a few people at mint via their web site, one said they would expedite a ticket to get my phones unlocked. They should be unlocked in 24 hours. That was about 9:00 AM on Friday morning. On Saturday afternoon, using a friend's phone, I called mint. That rep said the ticket was submitted around 4:30 PM. Like 7-8 hours after the other rep said he would submit a ticket. Now the person on the phone said it would take up to 72 hours to unlock the phones.Even the rep I chatted with, who submitted the so called "expedited" ticket, said 72 hours to unlock my phones, they are still locked.

  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

  Saying you will reach out does not resolve the issue.

  Business Response

  Date: 03/02/2023

  Hello,

   

  In regards to this concern, the customer's device has been unlocked. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/19/2023

  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.

  October of 2022 I switched cellular carriers to Mint Mobile. When I started the 7 day trial, I was impressed with the quality I was receiving and made the choice to purchase a plan. That is when I was surprised about having to purchase service for 3 months. I was hesitant due to the fact I had not heard of anyone else having their service. I was not sure if it was going to work in a large portion of locations I visit. But I took a chance. The plan only had 4 gig of data a month. After the first month I started looking into increasing my data for my plan. After calling customer service on the matter, I was informed how to add more data to my plan. Data can only be added in 2 increments, 1GB for $10 or 3GB for $20. So after having to purchase 3 data add ons at 20 dollars each, I contacted customer service again. After explaining that I wanted to change my plan to one with higher data, they informed me that I was allowed to switch to any plan I choose and could do so through the app. Once done and calculated that I was going to need more than the new plan was going to offer, I called and switched to the unlimited plan. The rep did the change over the phone with no issue. I was not notified of any time frame that would stop me from getting a refund. My service started going in the dump. Delayed texts, dropped calls, calls work for a few seconds then people couldn't hear me anymore, and data was extremely slow. So I was going to switch to another carrier. When I called about canceling service and getting a refund for the remaining 5 months of service, I was told they could not give me a refund after 7 days of purchase. And I could not get a credit. So I just lost 175 dollars. I would classify that as theft if it was up to me. Taking money for something you are no longer providing is just wrong.

  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

  Reaching out to me is not a ************** is merely a tactic to show a response that ends in no resolution. 

  Business Response

  Date: 03/10/2023

  Hello,
  

  In regards to this concern, a full refund has already been issued to the customer. The customer shouldve already received the funds back to their account. 
  

  Thank you, 
  Mint Mobile  
  

  
  

  Customer Answer

  Date: 03/15/2023

  It's really sad that it had to go on this long. It could have been resolved so easily. And now that the proof is shown that refunds can be issued, I would suspect that other complaints will be resolved. But in glad it's over. 

  
  

• Initial Complaint

  Date:02/19/2023

  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 bought service for 3 months unlimited for my little niece. I went to activate the Sim and they told me it couldn't be activated since it was over 45 days of purchase (we werent able to see each other as planned). I asked them to send another Sim which I understand I have to pay shipping. They told me they couldn't do that either. I had a Sim activated and asked them to transfer the balance of service. They let me know they couldn't do that either. Basically I would not be getting any kind of service I had paid for and I don't qualify for a refund. They basically just took my money and gave no solution. At this point I just want a refund I hate mint.

  Business Response

  Date: 02/24/2023

  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:02/18/2023

  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.

  5/28/22 I pay for my plan renewal in advance, 6 months with unlimited domestic talk and text, 10gb per month. This costs me $165.25. Existing cx of 2 yrs.6/23/22 the new plan takes effect, service issue begins. All texts are blocked & all calls redirect to mint mobile to make a *************** my service. I contact mint mobile and complete basic troubleshooting steps with no resolution. They recommend a replacement sim.6/24/22 a ticket is sent to tmobile tech support by mint mobile agent to look into the issue, I agree to a replacement sim. I'm supposed to hear from tmobile tech support within 24 hours.6/27/22 a replacement sim ships.6/28/22 replacement sim arrives, but doesn't resolve the issue. 6/29/22 I port my number to googleFi, cancel my mint mobile service & demand a full refund. They state this will be processed within 24 hours. 6/30/22 I receive a voicemail from tmobile tech support while in an appointment. They state there is no service problem, the trouble I'm experiencing is due to a billing issue which I'll need to resolve with mint directly.7/14/22 I reach back out to mint via since I never received a refund. They tell me I don't qualify for a refund because I didn't cancel within 3 days of renewal- this is not outlined in their terms/conditions at all, nor did any support agent inform me of this when I was calling & reporting service issues. I dispute the charge with my card issuer the next day, since 15 calendar days had passed since a refund was promised but not received.My dispute was denied. Card issuer states: ******** advised customer did not cancel plan within 7 days of the plan being activated. I respond that they told me I had 3 days to cancel, but I cancelled on the 7th day so according to their own response, I was actually eligible. CI states they'll reopen the dispute. The dispute is denied again claiming I was outside of the refund policy for not cancelling within 7 days despite my evidence showing # transferred on 6/30/22.

  Business Response

  Date: 02/23/2023

  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
  

  
  

• Initial Complaint

  Date:02/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched to Mint Mobile on Oct 2, 22, starting Oct 18, 22 I was having issues not being able to receive phone calls at all on their network. Once I realized I wasn't receiving phone calls from anybody & started having trouble making calls & having issues with text messages I contacted Mint, they said I would be contacted within 48 ******* never heard from them. They told me this on many occasions when I was chatting with them online. They couldn't fix it saying it was because my phone was locked on a different network, even though my phone was confirmed unlocked at the time of transfer & compatible with Mint Mobile. By mid Dec, 22 I was unable to get text messages or make phone calls & not reach my voicemail. After many weeks of chatting with customer service online, them trying to send me new sim cards, which when I tried the new sim cards my phone still didn't work, I still wasn't able to make or receive phone calls or get text messages or reach my voicemail. I finally bought a different phone because they couldn't fix the issues on my current phone. I want some kind of compensation for my lack of services received for that 2.5 month period. On Mint mobile chat they said to submit a refund request when I received the new phone and my services were working again. I ordered a new phone end of Dec, 22 and received it the first week of Jan, 23. The new phone works with all services, but I still want a refund for the time when they could not fix when my phone services when they were not working on their network. I sent a refund request on Jan 12, 23 and on Feb 18, 23 they said they could not give me a refund because it was outside the refund period (7 days) even though their services were not working after all their attempted fixes in Oct, *********** 22. I never got an order confirmation number when I transferred & bought my 12 month plan back in Oct, 22. I want a full or partial refund for my 2.5 months of interrupted/unusable services with Mint Mobile.

  Business Response

  Date: 02/23/2023

  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: 02/23/2023

  My issues started after the 7 day refund policy.  And once I received a new phone, which I purchased on my own, the issue was fixed but mint would not refund me when their services were not working that I paid for.

  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

  I want a refund or discount from my 12 month service phone plan purchased through mint mobile, where 2.5 months were almost unusable due to not being able to make or receive phone calls and text messages.

• Initial Complaint

  Date:02/17/2023

  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 have been attempting to transfer my service from Mint Mobile to Spectrum since 2/14/23. My iphone settings regarding the "Carrier Lock" notes "Carrier Locked." On my own and with a Spectrum tech I have contacted, as per Mint, ATT, who ported the phone number to Mint, to unlock the phone, 2x, in person and by phone. They said they can't do it since they transferred the number to Mint and are not the carrier. I contacted Apple as Mint suggested, and (also obviously) they are not the carrier and could not unlock the phone, 3x. Then, after making multiple calls and requests to escalate with Mint it took over 45 minutes, with the Spectrum tech present again, while being put on hold multiple times, and getting asked why was I leaving Mint and didn't I get good phone service over and over, I finally got to the next level of Mint support, they suggested I reset the phone to factory settings, I did. Still locked. I did not receive the call promised from Mint support within 24 hours and called to find that my ticket #crt65420 was closed. 2/17 I finally got escalated after explaining again to two different reps, (probably only due to telling them I was writing up this complaint) the same thing over and over again, and finally a manager agreed to stay on the phone and we conference called Apple. With Apple sr support (again) finally reset the phone to factory settings, without adding the data, (the key part, not told this by Mint) and the sim card was finally unlocked. Phone did not work. Called Spectrum, they had sent the port out my phone number request and in the response Mint sent back the account number is wrong. Am on w/Mint again, just gave me the wrong acct # again and tech is calling Spectrum! Been disconnected 3x! 6 hours today alone, still don't have service. Have not been rude or yelled! Surreal it is this hard to end ************ and transferring a number. An egregious case of gross incompetence for days and Mint gaslighting in order to keep a customer.

  Business Response

  Date: 02/23/2023

  Hello,
  

  In regards to this concern, a team member will reach out to the customer ASAP to resolve this matter, as more information is needed to resolve this matter. 
  

  Thank you, 
  Mint Mobile 
  

  
  

  Customer Answer

  Date: 02/23/2023

  This is not a response to resolve the complaint but a statement of intent to contact me regarding the complaint for them to gather more information.  I will discuss the complaint with them but this is most certainly not a resolution.

  Business Response

  Date: 03/01/2023

  Hello,

   

  In regards to this concern, the customer has received a refund and their device has been fully unlocked. 

   

  Thank you, 

   

  Ultra Mobile 

• Initial Complaint

  Date:02/17/2023

  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.

  Approximately on the 3rd of February , I purchased a plan and an iPhone 14 ProMax from Mint Mobile. I received the phone on about the 9th.. Right out of the box the issues started. The phone would not work without the sim card, it required an esim. That took more time to complete. Next, I discovered the phone doesn't work at all even though I received an email that said the service was activated. I've called several times; supposedly the tech team was working on it and would fix it in 72 hours. Next I get an email that says the cell phone maker denied the return request because the phone is out of warranty! I've had this non working phone for less than 2 weeks. Is this a return from another customer, a refurbished model; how does the warranty run out in less than 2 weeks? I responded to Mint by email and of course received no answer, so I called back again and told them to send me a label to return the phone. They gave me an RMA # and assured me a label would be sent by email, it wasn't . Today, 2/17/23, I called back and was told they would contact the escalation team and would get back to me. I told them that was not acceptable, I want a refund and they can deal with their vendors without me in the middle, I don't work for Mint, and they sold me a defective phone. After putting me on several holds, I asked for a manager, I declined to wait any longer. After a long wait, **** the manager answered and said he would see what he could do to get a label and my money refunded. He also put me on another two holds and finally said the warehouse would create and email a label it to me within ***** hours. He created another ticket - #CRT-65832. This has been a nightmare. Can you help?

  Business Response

  Date: 02/23/2023

  Hello,
  
  In regards to this concern, we will be reaching out to the customer to get the device returned, once we receive the device a full refund will be provided to the customer.
  

  Thank you, 
  ****************** 
  

  
  

  Customer Answer

  Date: 02/23/2023

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