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:02/13/2023

  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.

  On December 5th I paid for a six month plan that gave three months free. When the sim card arrived the agent activated it as a trial membership. The phone worked. In the same conversation I found out her error. Switching that sim card to the six month plan did not work. No service.She then sent me a second sim card at no charge. Mint Mobile charged me. It arrived on December 15. I called and tried to activate **************. No service, never activated. After some time she said something was wrong with the account. She said she would call me back in 48 hours. She never did. On December 20th I asked for a refund.Understand the phone was never activated. I never received service. Understand the time for a refund expired because agents were trying to activate it. I waited for return phone calls that never came.12/12/2022 MINT MOBILE ********** CA ******** ***** 4 XX1012 DEBITCARD 12/09 13:00 -$9.95 12/05/2022 MINT MOBILE ********** CA ******** ***** 3 XX1012 DEBITCARD 12/02 23:58 -$56.8 me342LL/a - phone model mtr37465611 mtr37414022

  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:02/12/2023

  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.

  Last month in January, mint mobile accidentally suspended my service even though I paid for a Year's worth of service at the end of November. I contacted them and they were able to resolve the issue and gave me a $20 credit.I'm grateful they resolved that issue, but as a result when February started they never refreshed my mobile data. I contact them via their app, on February 3rd the day my data was supposed to refreshed, they said it will be performed at 7:00 p.m. that evening. That was on a Saturday. I contacted them via app several days later showing them the text, which I took pictures of, after they said it would be refreshed though it never did. My phone also keeps track of the mobile data I used and it said I only used about a gigabyte since the beginning of the month. Their site said I had less than a gigabyte left on a 10 GB plan. I finally spoke to a supervisor who informed me that my ticket would be sent to their back-end department and it would be resolved in 48 hours.3 to 4 days later after not getting an email response, I reached out via phone for a third time and spoke to another woman who said that mint Mobile closed out my ticket without rectifying the situation. I once again asked her if she could kindly resolve the issue and that I am not looking for any type of money compensation, just refill my mobile data so I have enough to get through the month. It has been 4 days after I was promised a response and a call back and nobody has contacted me. I've literally gone almost 13 days since the start of this problem and mint mobile has not reached out or rectifed the situation. What's most disappointing is I've been with the company since about 2017 and always boast about how great their services are, and now I am extremely disappointed. I do not believe I will renew for another year when my plan is up in December. I may unfortunately have to do it sooner if they do not refill my mobile data.

  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:02/12/2023

  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 phone and cell phone plan from Mint Mobile on 1/18/2023. I ordered it from their website. (1) ******* A32 5g phone with 12 months unlimited talk,text,data plan. The total cost was $358.83. After the phone bundle finally arrived I activated the phone with the provided sim card on the evening of 2/9/2023. Immediately I experienced problems with not receiving texts. I was able to send texts out but not receive texts from most of my contacts. I spent several hours on the phone with ****'s tech support trying to fix the problem. They were able to send me a text and I would receive it but when my wife ******** phone) would send me a text from across the living room I would not receive it. I followed all the techs instructions on ways to solve the issue to no avail. I called 3 separate times into tech support to try to solve the issue and they would say everything looks good on their end. The 3rd and last time a tech stated that a tower was malfunctioning and to have patience. She did not offer a time frame for the repair or any other advice. I spent most of 2/10/2023 trying to resolve this issue by researching online and chatting with Mint Tech support via phone and on their Chat Bot on the website. On 2/11/2023 the problem still existed so I began looking into going back to my old carrier ******** Approximately 6pm on 2/11/2023 I ported my number back to ******* and signed up with them again. After that I filled in the Mint Refund request form online and submitted it. They Rejected my refund request because of my porting out the number to ******* before submitting the refund request. Mint's refund policy states that refunds will be given for any reason within 7 days of activation. I submitted the refund request 3 days after activation. Nowhere does it state on their website that the refund request must be submitted prior to changing providers or porting out. Order # MT2604358. I am asking for a full refund.

  Business Response

  Date: 02/24/2023

  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:02/12/2023

  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.

  ID #******** Please review the above complaint I have received a notice that I will be getting a refund for the iphone 14 but nothing for the iphone 12 mini and, yet, the complaint has been closed?

  Business Response

  Date: 02/24/2023

  Hello,

   

  In regards to this concern, a full refund has been sent to the customer, if they have not received the funds, we recommend reaching out to their bank to resolve. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/11/2023

  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 sent Mint Mobile a check for $82.21 and they have been very fraudulent and deceptive toward me. I did not use any of their carrier or phone. I have contacted several reps and they all say the same thing. I am presently on disability and I need a refund for the above. As purported to you , they have been fraudulent and deceptive. I would appreciate it if you can look in this for me. I need that refund back. + ************************* ***

  Business Response

  Date: 02/24/2023

  Hello,

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

  Thank you, 
  Mint Mobile 
  

  
  

• Initial Complaint

  Date:02/10/2023

  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 Monday ever since I have been trying to get my phone to actually work properly. I am unable to receive texts from ******* phone numbers and mint has done absolutely nothing to help. Mint will not connect me with a tech support representative after 4 days of calling and spending about 9 hours total on the phone with customer service. I did research and spoke to technical support for ******* and TMobile who both explained exactly what the issue is and how to fix it but mint will not listen to me and just fix the problem. I am still in my trial period and should be able to get a full refund but reading other complaints I expect that to be an issue as well. I also believe that their advertising is false, they claim to be fixing what is wrong with wireless yet they do not have a proper technical support and do not have an U.S. based customer service which are two huge problems when taking about wireless providers. Mint also does not supply any reciepts when you make a purchase through them

  Business Response

  Date: 02/24/2023

  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:02/10/2023

  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 purchased 2 phones and a 1 year service plan for both from Mint on 11/1/2022 (Order # MT *******). My service was acceptable during November and December. Some time early January 2023 we began having reception problems at my residence with both phones. During the month of January we contacted their support agents several times by call and chat. Some of the problems were solved however we still consistently have dropped calls. Every option and reset was tried by the agents. Obviously the problem cannot be solved by them. I completed their required refund request form (reference #*******) and was notified I was denied by email based on being outside of the refund request window. I did not have this problem at that time. The service degraded after that. Their coverage map showed good reception at the time I purchased and still does. I am just looking to leave Mint and recover the cost of the balance of the service contracts that end in November 2023. One phone is used for business and dropped calls is not an option. Thank you, ************

  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

   Mint continually states that my refund request is outside of their "refund request window". My problem- constant dropped calls at my home address did not happen until 2 months AFTER my service was started. I had no problem initially therefore I would not request a refund at that time. The many  references to the refund request window does not make sense and continues to frustrate me as a customer. My service degraded AFTER the refund window and I am not receiving the service that I paid for. Mint also continues to mislead customers in my area by showing acceptable service. They have admitted that there is a "local Site problem" but that is never resolved and they refuse to allow me to leave and just refund me for the service.

  Thank you
  

  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, 
  ****************** 
  

  
  

• Initial Complaint

  Date:02/10/2023

  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.

  Let me begin with this, we purchased two identical plans on December 30th 2022 for both my wife and myself. These were 3 month plans at the cost of $90 each. Starting December 30th my wife's service worked perfectly, mine on the other hand refused to work. Contacted ********************* too many times over the course of that time each of which was noted on my account. I was sent several replacement esims and a physical sim card as well, none of which worked. My wifes service continued working. Every time I spoke with customer service I was walked through troubleshooting, when that didn't work I was told it was the towers, when I explained it didn't matter which area I was in I was told to wait ***** for "tech" experts to call me back which they never did. Today is Feb. 10th. I spoke with customer service on Feb. 9th again hoping for something, instead they told me they didn't have an answer. So instead I asked for them to credit the remaining time to my wife's number or issue me a refund and then the customer service agent transferred me to a different department which canceled my account and terminated the plan. Mint Mobile is now telling me that I will not get a refund because we are past the 7 day return policy for the account. I told them that the only reason I stayed was because they strung me along and told me it would be resolved, they again explained that no refund would be issued. So basically they took $90 from us for a plan that doesn't work and never worked and now refuse to help. I called Mint Mobile customer service again today (Feb. 10th) to try to resolve the issue. When I became tired of the endless circle they were putting me through of transfers and holds after explaining that my account was no longer active I was put on a final hold after asking to speak to either a domestic call center or a supervisor.

  Business Response

  Date: 02/23/2023

  Hello,
  

  In regard to this concern, we have taken a second look into this matter and a partial 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:02/10/2023

  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.

  Called Mint Mobile 2/10/2023 to fix a voicemail problem on second line. Called seven different times and no one fixed the problem. Asked to speak to a supervisor and she eventually hung up on me. I have no voicemail on either phone now. I am in the process of switching to consumer cellular. I signed up today and they are sending SIM cards. Once I get them I will cancel my Mint Mobile plan. They initially promised that they would reimburse my fee to ATT for switching my service, but now say they have no plan to reimburse new customers for charges to switch. The sales person promised that I would have 5G, and would get four bars. I switched from ATT and had to pay $1100 to move from them because I was only getting one bar on my phone and now, with mint mobile I got one bar. I was on the phone with mint mobile for several hours trying to fix both problems. They hung up the phone after all this non customer service. This is a horrible service. They lied to me through my conversation. The supervisor said there was only one record of me calling this morning. I called seven different times and spoke with orientals with accents that are extremely difficult to understand. She hung up when I asked to speak to her supervisor. Again, this is a horrible company and Im leaving them as soon as my SIM cards arrive.

  Business Response

  Date: 02/16/2023

  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: 02/16/2023

  no one has reached out from the company. After the horrible customer service I received and the myriad of calls I had to make, and then they messed my phone up, i do not expect them to reach out. 

  Business Response

  Date: 02/23/2023

  Hello,

   

  In regards to this concern, we have attempted to reach out to the customer with no reply, we will reach out again to resolve this matter. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 02/24/2023

  NO ONE, I REPEAT, no one from Mint mobile has reached out to me. There horrible lies and despicable customer service is beyond reproach. 

  Business Response

  Date: 03/01/2023

  Hello,

   

  According to our records, the customer ported out on 2/17/2023. 

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/03/2023

  that is a lie. I did not PORT OUT. This is exactly the response I would expect from a company with NO credible customer service. Please have the company provide evidence of this lie. Their so called supervisor said she was transferring me to her supervisor, but instead hung up. This after I had called the company some 6 or 7 times for a simple issue. 

  Business Response

  Date: 03/22/2023

  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: 03/28/2023

  Hello,

   

  In regards to this concern, we have been attempting to contact the customer with no reply, if the customer could provide us with a number and best time to call, we would be happy to further discuss this matter. 

   

  Thank you, 

  Mint Mobile 

• Initial Complaint

  Date:02/10/2023

  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.

  We purchased two combination phone/service plans, for 12 months of service each, and paid up front the total (and, sizeable!) amount. In good faith we hustled to activate the phones to determine if they were usable. However, we needed to return the first phone as it never activated properly, and we did so according to the email and phone instructions from Mint Mobile. The company received our return, which was neatly, completely, and accurately in the original packaging with all original paperwork and a correctly done factory reset. After nearly two months, the company still has not refunded us. Now, to make matters worse, the second phone through Mint, which had worked fairly well in town up until two days ago is suddenly "locked", according to an associate (who within the same phone conversation changed the story to say that there are no cell towers in our area and that's why the second phone is not working)!!! We have gotten so many conflicting explanations from Mint with both phones. So, to recap, we are out approximately $1100 for two phones and year long plans and have no way to make calls except through a third phone with another carrier. I cannot make calls or access data on the second Mint phone, and the first Mint phone has been returned properly without a refund. I expect a total refund for the first phone and year of service and to also have the second phone unlocked or refunded as well with its year of service also if truly Mint has lost their ability to maintain my plan because of no cell tower privileges.

  Business Response

  Date: 02/16/2023

  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: 02/16/2023

   I have not received a response from Mint to rectify this issue, which needs a full refund as they promised by their emails on Dec *****, 2022. Please note that they have not unlocked my second phone yet, so an email response from them is what I need. Thank you.

  Business Response

  Date: 02/23/2023

  Hello,

   

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

   

  Thank you, 

  Mint Mobile 

  Customer Answer

  Date: 03/07/2023

  I am rejecting the business response because my phone is still locked. It is NOT unlocked, as Mint responded. In fact, my phone (which was a second one purchased through Mint and is a ****** Pixel) is evidently not compatible with Mint's SIM cards (!), according to a phone conversation I had this week with a Mint supervisor, ***********************. It seems many other customers with this phone are also having the same issues with their ************* By the way, Supervisor ***** was tremendously helpful to me and assisted me as much as he was able to do, including emailing me often during his assistance. So, since Mint is not able to uphold their agreement to provide a package deal of a phone plus 12 months of service (after exhausting all avenues of reconciliation possibilities and being 3-1/2 weeks now without a phone), I am requesting a refund for the phone and service in the amount of $525.37. Thank you. 

  Business Response

  Date: 03/13/2023

  Hello,

  
  In regard to this concern, we have taken a second look into this matter and after confirming that the device has been received by our warehouse, 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