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:02/17/2023

  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 ordered a new phone using mint Mobiles seven day free trial on January 11. I received the phone but the phone was defective and did not connect to the net work. I requested a refund for the plan and vice on January 15. Mint mobile send those a tracking number and shipping label to use for the refund. The tracking number notified me that the phone was received at mint mobiles front desk and their main warehouse in ********** on January 31. I have contacted mint mobile in regards to a confirmation email about the refund and returning the funds to my bank, and I have yet to receive a confirmation email or the funds from the refund. I have spoken with over six people at this point to have all: reassured me I would receive a confirmation email and the refund on that day. It is now February 17, a month after the refund has been submitted and I have yet to receive a confirmation email for an actual refund of the device for the 7 day free trial.. They have no management team to connect with to escalate the issue. They keep referring to the back office but you are not able to actually speak with the back office directly. I gave my refund requests information, tracking info and all necessary documentation for the refund but yet the company has not complied and upheld their end of the situation.The rest of the conversations happened via phone or chat box on their site which Im sure they have record of. I would simply like a refund for a phone that was defective and I dont believe it should take over 30 days to process a phone I only had for a few days..

  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 
  

  
  

• Initial Complaint

  Date:02/17/2023

  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.

  Hello, I ordered 2 phone plans and a phone from mint. I was unable to use the service and requested a refund within 7 days of my order being received. Mint mobile says on their website a full refund will be given if requested within 7 days, which was the case here. The website says the refund will be processed within **** days. It has now been 4 weeks since I shipped the phone back to mint and it was received at their office. I still have not received a refund. Every time I call customer service they say the refund will be given in ***** hrs. The refund has never come in that time frame. Im a bit lost on what to do as no one seems to know what is going on with my refund and ** being given the run around by customer service.

  Business Response

  Date: 02/22/2023

  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 
  

  
  

  Customer Answer

  Date: 02/22/2023

  
  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:02/14/2023

  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.

  On 1/15/23, I signed up for a Mint Mobile account but was UNABLE TO ACTIVATE the eSIM card.Order #MT2588423 Account #************ During the process of attempting to activate the eSIM card, there were repeated errors. I spent the next 19 ********** hours (honestly!) working with Mint Mobile, **Mobile customer service (extensively!), Best Buy, & the **Mobile store TRYING to port my phone # & activate my eSIM card with Mint. Despite buying an unlocked ****** **Mobile locked my ****** **** was an extensive process getting them to unlock it. Throughout this saga, **** provided no assistance it helping me port my phone #.FINALLY, 19 days into the process (on 2/3/23), I was able to TRY to port my phone # to Mint Mobile & activate my eSIM. I was then told on the Mint Mobile chat that their company was not compatible with my phone. (I learned the next week it was probably just the eSIM that was incompatible, but the chat rep did NOT tell me that.) That very day, I requested a refund of my $75. I was assured I could submit that request to their website, & when I did so on 2/5/23, it was immediately denied. I e-mailed them on 2/6/23 asking that it be escalated to a ******** *** never received a reply. I called a couple of days later, & after a lengthy phone call, I was led to believe I could likely expect a $75 refund to my PayPal account but was told to call if there was no refund after 72 hours. I called ******** **** refund request was refused because they said my account is closed & there was nothing they could do. I feel like they stole $75 for me. I was NEVER able to activate my eSIM card!!! How can they tell me my account was activated? I did not spend 1 second using their service to make a call, send a text, or use mobile WiFi because their SERVICE NEVER WORKED FOR MY PHONE. There is ABSOLUTELY NOTHING more I could have done. I would like my $75 refunded to my PayPal account.Your assistance is greatly appreciated. Thank you!

  Business Response

  Date: 02/27/2023

  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: 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,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/14/2023

  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 January 14, I requested a transfer of my eSim to a new device as my old device broke through no fault of mine. Mint promises on its website that the transfer process is seamless and instantaneous, however it didn't work. I then called Mint's customer service and they repeatedly assured me that they would expedite the process. Each time, the customer service agent transferred me to a supervisor to expedite the issue. The supervisors asked me for additional verification information, which was all correct and they assured me they were working on it. However, each of them hung up on me after making me wait for more than 30 minutes. I am paying for a phone plan with Mint and am unable to use it because Mint refuses to provide me with the eSim. Transaction ID: *****************

  Business Response

  Date: 02/27/2023

  Hello,

   

  In regards to this concern, we have processed a replacement sim card for this concern, please allow up to 7 business days for the sim card to arrive. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a prepaid plan from Mint mobile. They were unable to port my number (multiple attempts made over a period of days). Within a matter of days (well within the refund period), I canceled the service via the mint mobile app. A representative on the app said a refund had been issued and to wait to see it on my account. I waited. It never appeared. I reached back out to mint (and sent them a screenshot of the chat where they said I had been refunded), and I was told that I was now outside of the refund period (because I waited, AS INSTRUCTED BY MINT MOBILE). I have repeatedly reached out to them, filled out their forms, emailed with them to no avail. I have never used the service and they refuse to refund me despite their representative saying that it had happened already. Ive included *some* of the screenshots of the mint mobile app chat, including the original claim that a refund had been issued. I also have emails and more screen shots.

  Business Response

  Date: 02/27/2023

  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:02/13/2023

  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 switched to Mint on 1/3/2023. I was living in ** and the Mint coverage was poor. I called and said I was moving to ** and asked if the coverage was better in **. I was encouraged to keep the service until trying it in **. When getting to **, dropped calls happened frequently and there were no bars across most of *******. I called Mint and they said they could not assist with coverage. I then chatted to cancel and switch back to ******** The next day I chatted about the refund and I was told that since the lines were canceled I would not receive a refund. I was told to call. I called and CS said that since I was outside the 7-day activation window I was not eligible for a refund. I then made a comment on IG about the service and was told to call about a refund. I called and was told I was not eligible. Then they reached out again and told me to chat with them on messenger. I did and again was told I was not eligible. I feel it was deceiving to tell me to keep the service until getting to ** when that put me outside the return window and want them to honor the return. I paid for 3 months and used one. I want 2 months refunded for a total of $142.39, to be sent to me via check, from the original $213.58 I paid.

  Business Response

  Date: 02/27/2023

  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:02/13/2023

  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 purchased mint mobile after the 15 dollar a month promotion. I recently suffered a head injury and was shocked upon renewal that it had gone to 40 a month. I changed from ******* at 60 a month. Now the 15 dollars and slower access is a good cost to benefit ratio. Primary access to main carrier, your in the queue but not a priority. I would rather the 60 at what I had. NP. So you would think. First in 2 cases the answer to my question about the increase was that I could get 30 dollars if I signed up for a year. First for both to have that tool says this happens alot. A year I get a free phone at ******* to sign for a year package, this is 10 dollars less from the increased cost but 15 dollars more than the 15 he just keeps saying it costs a month and then no phone. So I say ok will just let the account per my text expire at 12 am. Make sure you don't turn the service off please. Pull the call!!! At 5 pm right after I hung up service turned off. I mentioned because I did not think this as bad as it became. I was just going to go with another carrier, so please don't turn off the phone until the plan expires. ***** said of course *******************. Then because I can't call anymore I have to call 611 but you can only renew. So I get to tech support, who tries for 24 mins to have the account and he agreed turned back on (i have the logs) then he just hangs up. I finally get someone who took a new card charged me for 3 months. Bait and switch. All they had to do was let the existing term per the text I have expire at 12. Instead they do this. Sometimes it's not about money. Why would I want to continue a relationship with someone who shades the truth. Not mis lead but, ok on me but to cut my service prior to it expiring forcing me to pay ****** dollars. Disabled 61 yo veteran. Just is not right.

  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

  That is not the issue. I called prior to my plan expiring. I am newly disabled. I explained that to all associates. Once I was advised about the plan increase I was OK. I made what I thought was a responsible decision. I advised my plan was not to expire until the next day at 12 am. I asked several times that the associate not terminate the service before my plan expires. He said and I am quoting " ******************** I assure you the plan will end tomorrow as the text advises"
  Within 15 mins my phone stopped working. I called back and was sent to tech support. They had me on hold trying to fix the problem. He came back on and gave me several steps and assured me my phone was going to work. I'm on the phone now for over 2 hours. Dialing 611 as my phone was cut off. In the call with tech I advised I have a disability. I live alone and my phone is my emergency lifeline. I do t need internet but my phone. He assured me all would work. It did not and when I called back the center was closed. He know that could not get an answer and even being told it was possibly a medical crisis he decided going home was more prudent. These are contemporaneous notes from that night. I hope you feel my fear, desperation and embarrassment at having to call for help and lay in the floor for 3 hours until someone heard me. I want my money back and I want this cancelled. I want to know when it is being done. I tried to work with MINT that was your chance now if you cut service without advising me first. I will pursue in court for the suffering your callousness caused. It has taken you guys a long time to respond and the BBB had to make you do that. 
  
  
  **********************;
  
  

  Business Response

  Date: 03/02/2023

  Hello,
  
  In regards to this concern, we take the security of our customers very seriously a team member will reach out to the customer ASAP to resolve this matter. 
  
  Thank you, 
  Mint Mobile 
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  In the first week of January 2023 I purchased a mint sim card for ***** online that was supposed to be attached to a plan that was buy 3 months get 3 free. Well my number was never transferred to mint (******* says they have no request for a number transfer) and I never received a temporary number either I just have not been able to use the service I purchased. I have contacted customer service 5 times now every time they say they will escalate the situation and it should be resolved within 24 hours, I have asked if I could just get a new sim card and I am told no because the activation is not complete.

  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:02/13/2023

  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.

  Paid $199.00 to Mint Mobile for cellular services on Jan 22, 2023 ( when I paid there was a 7 day cancellation policy)On Jan 24th my phone still wasn't working properly so I went on Mint Mobile Chat app and requested to cancel/ refund $199.00.Mint rep said they could not issue refund because it was done manually????????I took picture of this conversation for future use.I contacted on Jan 25th credit card company ( ************ explained Mint Mobiles refusal to refund. That by itself is proof I had contacted merchant within 7 day cancellation policy.*********** reversed charge pending investigation.On Feb 10, *********** recharged my account asking for info I did not have from Mint Mobile.All I had was proof of Mint Mobile Chat app denying my refund on Jan 24( well within 7 day cancellation time frame). What else can I do?*********** has received copy of Mint Mobile Chat app and still refuses to give me refund citing additional proof I do not have.What more proof do you need?

  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:02/13/2023

  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 purchased a phone from Mint mobile in late September 2022 as they were advertising a special. It arrived early October - when I activated the phone, there was an issue with my SIM card. I contacted Mint, they said the phone/plan deal advertised was only eligible for NEW customers. Because I am an existing customer, I did not need a new phone and a 2nd plan, so they said to send the phone back for a full refund. I followed the steps and sent the phone back within 7 days of it arriving (this is the return window that they allow). After not receiving a refund, I contacted Mint. After getting various excuses for not refunding me, they finally said that because I had started the set up process with the new phone, a passcode remained on the phone and that they needed to send the phone back to me to remove it - so I could once again send the phone back to them and they could refund me. It took them weeks/months to send the phone back to me, as I patiently waited. Within days of me receiving the phone, I removed the passcode, factory reset the phone, and sent the phone back to them again. I sent the phone out to Mint (for the SECOND time - at their request), with the prepaid label they provided. I sent the phone out on January 12th, 2023. I again checked my bank account the following week, and still had not received any refund as they promised. I called Mint on 1/28 and spoke with the billing department. They confirmed the phone was received and procced in by Mint on 1/24 and assured me I would be refunded in **** business days. I again waited 10 business days, and no refund came. I again contacted Mint on February 9th asking where my refund was. This time, I was told a completely different story. with them telling me the phone never arrived. I have the ***** tracking number and can see it was delivered to Mint mobile on 1/17. They refuse to refund me - they kept my phone and my money. Proof of all conversation attached.

  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